ComplaintsforFareportal Inc.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked and purchased airline tickets from ************ Before I purchased my tickets I reviewed and was certain that I was purchasing the correct flights/tickets. Upon completion of my purchase, I immediately received a phone call on a recorded line from a *********** representative verifying that I had just purchased tickets to ********, ****** and if I'd like to purchase added services for my upcoming trip. I agreed to purchase added services. The day of my trip I received an email with an updated destination change. My tickets now stated I was traveling to ********, ******. I immediately contacted cheap-a-air, explained what had occurred and the representative put me on hold for 90 minutes only to tell me there was nothing they can do for me. The representative stated that if I wanted to make modifications to my reservation I needed to pay a difference of $550 dollars to travel to my original destination of ********, ******. We did not use our tickets and we also lost money for the air b&b I had made reservations for.

  Business response

  09/09/2024

  ********* ** **** ****** ******** ****** ***************************** ************************* ******************  ***** *** ******************************** ******** ******* *********
  
  Dear ********************:   
  
  This is in response to the complaint we received regarding the booking number shown above. In the complaint ************ is expressing her concerns regarding airline tickets purchased through our website.
  
  ************ went onto our website on August ******* and purchased two, non-refundable round-trip airline tickets for travel between *******, ****** and ********, ******. No representatives from our agency assisted in booking the reservation.  The search results were entered and archived as :
  

  ********** ******** * *********** ****** ******* ** *** ****** *** ** ******* **** **** * *** * *** ***** * ********** * **** * * ********** * **** **** **** * *********
  
  The outbound city and destination city were entered on our website along with the requested travel dates. Several itinerary options were shown and once the preferred itinerary was chosen what we call the payment page was presented. This showed the chosen flights for review and then passenger and payment information were requested. Once this information was entered and the link to purchase was clicked the reservation was confirmed and an email confirmation was sent to the email address given. The payment page and the email confirmation both showed full details of the flights between *******, ****** and ********, ******. On that same day, August 26, 2024 our representative called ************. She was advised that the call would be recorded.The agent recapped the flights between ******* and ********. No mention was made of any error. When we were contacted on August 30, 2024 and asked about the flights the rules set by the airline were in affect. As an agency we must abide by the rules set by the airline. We have no authority to waive or ignore them.************ has been advised of this same information. She has also been given direct contact information for one of our representatives for any further questions or concerns.
  
  
  We regret any frustration or confusion and we appreciate the time and attention your office has given to this matter.
  
  
  Thank you,
  
  
  

  
  

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought plane tickets through this company to go to *******. My plan was to propose to my girlfriend. She agreed to go, not knowing it was so I could propose there. After buying the tickets, my girlfriend received news that one of her coworkers was extremely sick, so she'd have to work, and we'd be unable to go to Okinawa. I contacted CheapOAir to reschedule the trip. They claimed that only *** could reschedule the trip. I called ***, and they said CheapOAir was not giving me accurate information because it's up to the initial 3rd party seller to reschedule a trip. When I confronted CheapOAir about this, the operator said they simply wouldn't reschedule the trip, without a reason. I asked if I could give the tickets to a friend and change the names on the tickets, as it costs nothing on their part. Again, they refused. They're unwilling to help customers and basically steal their money if an emergency comes up and a person can't make a trip. Note, I have also reported them to my bank.

  Business response

  12/07/2023

  ******** ** **** ****** ******** ****** ************************* ************************ **** ***** ********* **   ***** *** ****************************** ******** ******* ****** ********
  
  Dear ****************:   
  
  This is in response to the complaint we received regarding the above-mentioned booking number. In the complaint **************** is requesting assistance with airline tickets purchased through our website. 
  
  **************** went onto our website on October 28, 2023 and purchased two tickets for round trip travel between *****, ***** and *******, *****. He has advised that his plans have changed and travel cannot be taken as scheduled. The fare rules, as set by the airline and offered at the time of purchase state that no changes can be made to the tickets but a refund minus the airline fee was available. He was also advised and agreed at the time of purchase that the tickets were non-transferrable. After checking with the airline we have advised **************** that the rules the tickets were purchased under cannot be waived. A refund can be processed but will be minus the airline fees. We have no authority to waive or ignore the rules and policies set by the airline. 
  As an agency we must abide by the rules they set. **************** is aware of  the option offered by the airline and we are now waiting for his decision. 
  
  We regret any inconvenience or frustration but we appreciate the time and attention your office has given to this matter. 
  
  Thank you,
  
  

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a round trip flight to ******** on 10-30-23. Booking #********. The flight was $900. On 11-1-23 i requested to modify the flight because the original flight had me switching airports in ****** with not enough time to make the switch. The change was initially and additional $500. When i accepted the change, the Cheapoair ***************** rep said he had lost connection with the airline and put me on hold for 3 minutes. When he came back on, he said the change would now cost $800 additional dollars. I accepted the change because i had little if any choice. Loose the initial $1000 or pay an addition $800. I feel this company is using predatory practices to rip off clientele. To resolve this issue I would like the flight cancelled and a full refund.

  Business response

  11/15/2023

  ******** *** **** ****** ******** ****** ************************* ************************ **** ***** ********* **   ***** *** ************************ ******** ******* ****** ********
  
  Dear ****************:   
  
  This is in response to the complaint we received regarding the above-mentioned booking number. In the complaint ************ is expressing concerns regarding charges associated with making changes to his airline reservation.
  
  ************ went onto our website on October 27,2023 and purchased a ticket for round trip travel between *******, ******* and *********, **************. We were then contacted on November 1, 2023 and asked to make a change to the chosen itinerary. ************ was advised of the charges associated with the transaction and authorized them to be posted to the original form of payment given at the time of purchase. This was done. In his complaint ************ has expressed concerns regarding these charges. When airlines allow changes to a confirmed reservation they generally charge any difference in the fare along with a fee. Because airline fares are dynamic this difference can, unfortunately, at times be substantial. We have reached out to ************ and offered a resolution that he has accepted as satisfactory.
  
  We regret any inconvenience or frustration and we appreciate the time and attention your office has given to this matter.
  
  Thank you,

  Customer response

  11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 12 I booked a flight to ******** from ***********. THe person I travelled to ** with died, and I was making a flight home immediately. I got a flight the next morning at approximately 5;30 am Sept 13. I did not ask for travel insurance, having already paid travel insurance for my trip. I was returning to ******** with the knowledge of the insurance company which provided my insurance. When I arrived home in ******** I noted that there had been a charge on my credit card for ***** from CheapOAir in addition to my flight cost. I was already irritated with this company, because when I went to book the flight, the cost increased suddenly from approx $525.00 to over $800. When I contacted them they said that amount was for travel insurance. AT NO TIME was I asked about travel insurance, and if I was I would have said that I already had travel insurance. The charge did not appear until I was already in the air, not at the time the flight charge appeared on my ***** I have spoken to this company repeatedly and they maintain that insurance is not refundable. That *** be, but I did not ask for it in the first place. They have offered me a $30 voucher for CheapO Air, then a $30 voucher and $30 refund, and today I received a credit to my **** for $8.02. I am angry because a consumer is at the mercy of a merchant who has possession of their credit card information and can put charges through after the initial payment. I wanted my full refund. My full legal name is ********************************* - or ************************

  Business response

  09/27/2023

  ********* *** **** ****** ******** ****** *********************** ************************ **** ***** ********* **   ***** *** ************************** ******** ******* ****** ********
  Dear **************:   
  
  This is in response to the complaint we received regarding the above-mentioned booking number. In the complaint ************** is requesting assistance with charges associated with an airline ticket purchased through our website.
  
  **************, or someone on her behalf, went onto our website on September 12, 2023 and purchased an airline ticket for travel from ******, ****** to ********, ******. Departure was scheduled for September 13, 2023. Our records show that insurance was added by whoever made the reservation on our website. Our representatives have reached out to ************** regarding her concerns on the insurance and have offered a resolution. She has also been given direct contact information for one of our representatives for any further questions or concerns.
  
  We regret any inconvenience or frustration and we appreciate the time and attention your office has given to this matter.
  
  
  Thank you,

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a vacation package on Thursday Jun 29th 2023.The total was $1569.16 Booking Number: ******** I had issues with their website, it was showing different pricing and options depending on when I reloaded the page, and jumped back and forth. So I called their support, and worked with a woman who helped me to make sure I was getting the package I wanted. It was supposed to be All-Inclusive.Somehow, the wrong meal plan ended up in my package. We had no idea this happened.Fast forward to our trip on 9/11 and we arrive at the hotel to find that we did not have the All-Inclusive plan, and they wanted to charge an additional ~$1200 for it. Searching the website at Cheapoair, it would cost me up to $80 to have booked the same thing, maybe cheaper depending on the date.I talked for hours on the phone with Cheapoair, and they would not provide any assistance. They even told me I had to wait 3-4 days for them to listen to call logs. We of course were already there, and couldn't wait days for a response.We ended up working with the hotel and paying for the package, while we waited. Since we needed food, and would spend money to fly back.Days after our trip I find an email from Cheapoair, which stated they didn't think they did anything wrong. Naturally, I would not expect them to admit it was their fault.All I want, is to pay the price that I was meant to pay when I booked. Whether it is the same $1569.16 or an extra $80 on top of that. That would mean them refunding me most of the money I had to spend at the hotel. Which I tried to explain to them.They are unwilling to help me.

  Business response

  09/29/2023

  ********* *** **** ****** ******** ****** *************************** ************************ **** ***** ********* **   ***** *** ****************************** ******** ******* ****** ********
  
  Dear ********************:   
  
  This is in response to the complaint we received regarding the above-mentioned booking number. In the complaint ****************** is requesting assistance with a hotel reservation purchased through our website.
  
  On June 29, 2023 ****************** went onto our website and purchased airline tickets for travel between *********, ******** and ******, ******. At that time he also made a hotel reservation for his stay in ******. When he chose his preferred hotel he was shown options for room types to pick from. Some which showed they were all inclusive and some rooms at a lower rate which did not include the all-inclusive option. He was charged for the option chosen. He was sent an email confirmation which showed it was not an all-inclusive reservation. ****************** has mentioned in his complaint that when he arrived at the hotel he was advised that he had not booked an all-inclusive reservation.He contacted our office and we confirmed that he had not been charged for a reservation that was all-inclusive. Since we could not make changes to the reservation he was advised to work with the hotel on an upgrade to his reservation if that is what he wanted to do. In his complaint he states that he did this. The hotel upgraded his reservation to an all-inclusive package and he was charged by them. If he has questions on the amount charged by the hotel he would need to contact them since we would have no direct access to information on the transaction.  No error was made by our agency. We cannot offer a refund for charges paid to the hotel.
  
  We regret any inconvenience or frustration and we appreciate the time and attention your office has given to this matter.
  
  
  Thank you,

  Customer response

  09/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Maybe this is just deceptive practicing by the business, but there are two versions of the same hotel on their website. You can book the Regular, or All Inclusive version, as shown in my attachment.

  They are clearly different, and one one them says "All-********** and it only shows All-Inclusive Options" The regular one doesn't say it, and shows the other options (Room Only, or Breakfast Included).

  In my confirmation it doesn't list anything to indicate if it's AI, RO, or BI. It does however show that I booked the "All-********** ****** Which as seen by the screenshot, shows that it only gives AI options.

  If they want to claim it was on my confirmation, that is false, since it gives me no information. This is either an error on their end, or deceptive practice.

  They owe me the money I had to pay extra, if at the very least for their system mistake. I will accept nothing less.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  10/27/2023

  ******* *** **** ****** ******** ****** *************************** *******************************************************************  ***** *** ****************************** ******** ******* ****** ********
  
  Dear ********************:   
  
  This is in response to the rebuttal we received regarding the above-mentioned booking number. In the original complaint ***************** requested assistance with a hotel reservation purchased through our website.
  
  As we previously advised your office, ****************** did not book and was not charged for an all- inclusive reservation with **********. He confirms that he was charged for a room only reservation but thought he had made a reservation which was all inclusive. He chose to upgrade his reservation when he reached the hotel and he has asked to be refunded for the fees charged for the upgrade. We have reached out to ****************** to advise that a refund of the fees paid to the hotel is being refunded by **********. He has also been given direct contact information for one of our representatives for any further questions or concerns..
  
  We appreciate the time and attention your office has given to this matter.
  
  
  Thank you,

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a vacation Package for New Year from Cheapoair for $4435.65 booking number: ********. On the day of travel my first flight got canceled / delayed and i was unable to get to my destination. After hours spent waiting to be connected on calls with cheapoair after numerous transfers from one department to another after not sleeping the whole night being on calls with them they were unable to provide alternative flight and our vacation package got canceled unable to reach our destination. Now the tricky part comes when the company was supposed to refund us for the service of $4435.65 they were unable to provide to us, transfers from one department to another, hotel department, airline department, days and days on calls chats with them today we was informed that they are not willing to refund us. This is robbery, i paid almost $4500 and received no service my service was canceled on me without any reason and i cant get a refund. This company should not exist like this stealing hard earned money from people and canceling their trips not on their fault. I will upload what i see on their portal when i login where they are showing that my whole amount is refundable but they still refuse to refund it. It says in process on their portal but what they are realy doing is refunding us only $1700 out of 4443.65 and we received nothing yet.

  Business response

  01/17/2023

  ******* *** **** ****** ******** ****** ************************************* ************************ **** ***** ********* **   ***** *** ************************** ******** ******* ****** ********
  Dear **********************:   
  
  This is in response to the complaint we received regarding the above-mentioned booking number. In the complaint ************* is requesting assistance with a reservation made through our website.
  
  *** ********** went onto our website on December 5, 2022 and purchased airline tickets for roundtrip travel between ********,**** and **********, ******************.  He also booked a prepaid hotel reservation for his stay in **********. He arrived at the airport on December 28, 2022 and was advised that the first leg of his outbound flight was delayed by several hours.This would cause him to miss his connecting flight to his final destination. ************* chose to not travel and the airline has issued a full refund for his flights. *** ********** has been advised that we are now working with the hotel on his request for a refund of the hotel charges. Since they hold the funds,only they can authorize a refund from their company. Once we hear back on that request we will, of course, advise him.
  
  
  We regret any inconvenience or frustration and we appreciate the time and attention your office has given to this matter.
  
  
  Thank you,

  Customer response

  01/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear **********************,

  The response from the business in partially correct, with the only difference that some parts of it are incorrect.

  1. I did not purchased a separate flight ticket and a hotel, bud instead i purchased a VACATION PACKAGE that included hotel and airline tickets bundle where the travel agency AKA the business charged us a fee for it, it was one transaction for a vacation package including flight tickets, hotel and agency fee. and not separate purchases for hotel and separate airline tickets. And the whole vacation was canceled with the delay of the airlines because we was not able to get there at all.

  2. I did not choose not to travel after the flight delay but instead i was on a phone call with the business for over 8 hours trying to get us another flight so we don't miss our vacation and the business was unable to move us to a different flight. I had no choice but to go back home and not travel, i wish i could go on my New Year Vacation that i pre paid for in full. The business was not helpful on the phone calls and we was hanged up on more than 5 times, after 8 hours of trying to get us someone to help us they told us they don't have any flights in the next 15 days available and we was forced to stay at home instead of travel on our desired vacation.

   3. The business was not helpful with the airlines tickets as well, days and hours on phone calls with the business being transferred from one department to another, talking with customer service that hardly understands English's i reached out to the airlines myself asking for refunds because the business was not doing so just giving us empty promises. Than the airlines issued a refund to the Business not directly to me because they purchased the tickets for us, than i had to call the business again over 10 times to process that refund back to us. Attached is my conversation with the airlines please take a look. I wish the business was more helpful when dealing with their customers instead of hang up the phones after they take their money and provide them with no service they promised, that is a theft and not a customer service. I also tried calling the hotel but the hotel would not speak to me as they would speak only with the travel agent since they are the one who purchased the hotel stay and not me, i have attached an email from the hotel stating the same thing.

   

  Thank you for helping us in this matter we really appreciate it 

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  ***** **********
  
  
  
  
   
  

  Business response

  04/07/2023

  ***** ** ****   ****** ******** ****** ******* ********** ******** ** ******* *** ********* ********* **   *****   *** ***** *************** ******** ******* ****** ********

   

  Dear Sirs:

   

  This is in response to the latest rebuttal we received regarding the above-mentioned booking number. In the original complaint *** ********** requested assistance with a reservation made through our website.

   

  As we previously advised, *** ********** has received refunds of the airline tickets as well as all fees. He has disputed the charges with his financial institution. No further action can be taken until they have made their final determination on the dispute and  we are notified.

   

  We appreciate the time and attention your office has given to this matter.

   

   

  Thank you,

  Customer response

  04/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  4 months after initial purchase and request for refund there is still no resolution to my case. Again as i stated before i paid for vacation package and received no service at all, nothing while i was being charged over 4 thousand dollars. Holding my founds hostage for months and not trying to resolve this issue is very bad customer service on the company and i am not sure how this company is BBB accredited at all. I will wait on resolution before i file my lawsuit against this company that robbed me.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** **********
  
  
   
  

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a trip booked through Cheapoair on May 14th 2022. Booking Number ********. When I arrived at the airport there was no flight.. I was informed that FRONTIER airline no longer flies out of that airport. I wound up buying another ticket . I tried calling cheapoair and chatting them. I got put on hold and transferred with no result. **************** is lousy

  Business response

  06/01/2022

  **** ** **** * ****** ******** ****** *********************** ** ******* *** ********* ********* **   ***** * *** ************************************** ******** ******* ****** ********

   

  Dear **************:   

   

  This is in response to the complaint we received regarding the above-mentioned booking number. In the complaint ********************** is requesting assistance with airline tickets purchased through our website.  

   

  ********************** went onto our website on June 25, 2021, and purchased airline tickets for travel between ******, ********** and *****, ******* with a return from ***** to ********, ********. Travel was scheduled for May 14, 2022.  We received a call on May 23, 2022 and were advised that he had not been able to take the outbound flight. He stated that when he arrived at the airport to check in for his flight on May 14^th, he was advised that the flight was cancelled by the airline.  He then purchased tickets for a flight on a different airline.  In speaking with *********************, he has confirmed that he took the original return flight and has been refunded for the original outbound flight by the airline. He has stated that he is looking for a refund of the additional costs for the new tickets.

   

  In researching his concerns we have advised ********************** that we find no notification from the airline that his flight was cancelled.  We were not notified of the cancellation.  We had no prior knowledge

  of the change made by the airline so we could not tell **********************.  The normal airline procedure would be that the airline would cancel the flight and advise either our agency or ********************** of the change and any options. We have reached out to the airline and asked that they look into his concerns. His request for further refund has also been shared with them. This will be a decision made by them.  We will advise ********************** once we have any additional information.

   

  We regret any inconvenience or frustration and we appreciate the time and attention your office has given to this matter.

   

  Thank you,

  Customer response

  06/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I did receive a response and was basically told I would not be reimbursed for my additional expense. I feel that both the airline and Cheapoair have not treat me fairly in this matter. Through no fault of my own I was left without a flight and had to get to my destination. The additional expense was not unreasonable in this situation. They did not even make an offer to settle the matter. Apparently it was not worth it to keep me as a customer. They admitted that the airline cancelled the flight and made no communication to the customer. I wonder how many other passengers had the same problem. Since I booked my trip through Cheapoair I would think it would be in there best interest to try to resolve this. I have no choice now but to pursue this with small claims court. I dont see why I should be out additional expense when I booked a trip that is supposed to save me money 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business response

  06/14/2022

  **** *** **** * ****** ******** ****** *********************** ** ******* *** ********* ********* **   ***** * *** ************************************** ******** ******* ****** ********

   

  Dear **************:   

   

  This is in response to the rebuttal we received regarding the above-mentioned booking number. In the original complaint ********************** requested assistance with airline tickets purchased through our website.  

   

  In his rebuttal ********************* is asking for compensation due to the airline cancellation of his flight.  As previously mentioned, the airline cancelled his May 14, 2022 flight and did not notify ********************** or our agency. We did not know until ********************** contacted us on May 23, 2022. He had purchased a new ticket to reach his destination but had taken the original return flight purchased through our agency. The airline has authorized a refund of the original outbound ticket but has denied any further compensation. We have offered a refund of our fee, which ********************** has accepted and which has been processed.  No further refund can be authorized by our agency.

   

  We appreciate the time and attention your office has given to this matter.

   

  Thank you,

  Customer response

  06/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer 

  They did refund $50 but that did not cover my additional expense of purchasing a new ticket at a higher cost.  I feel both the airline and Cheapoair were insensitive and did not care about the inconvenience my wife and me went through. I would never use either service again. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a flight over a month ago and didn't realize the days that I booked for were incorrect. I attempted to call Cheapoair to make the correction, but they said I had to work with the airlines to make the correction. I contacted both airlines through chat (because that's the only way to get ahold of someone). United said contact cheapoair because they booked it. At first Alaska Air said to contact United. Then they said to contact cheapoair. So no one can help my get this flight corrected? Just bounce me from one company to the next? This makes absolutely zero cents.

  Business response

  06/01/2022

  **** ** **** * ****** ******** ****** *************************** ** ******* *** ********* ********* **   ***** * *** ******************************* ******* *********

   

  Dear **************

   

  This is in response to the complaint we received regarding the above-mentioned booking number. In the complaint *********** is requesting assistance with airline tickets purchased through our website.

   

  ************ went onto our website on April 7, 2022 and purchased round trip tickets for travel between *******,********** and *********, ******. Travel was scheduled for departure on May 19,2022. We received a call on the day of departure asking to make a change to the reservation. Because it was so close to the scheduled departure time the airline had taken control of the ticket. Our agent suggested he contact the airline directly.  We have reached out to ************ and his request for a refund has been submitted to the airline. We are now waiting for their response. Only they can authorize a refund from their company. We have advised ************ that we will let him know as soon as we have the airline response.

   

  We regret any confusion or frustration and we appreciate the time and attention your office has given to this matter.

   

   

  Thank you,

  Customer response

  06/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I understand that your team is waiting for authorization to provide a refund although on my end this justification is still unacceptable. I didn't buy my ticket from the airline. I purchased my ticket from your company. I have purchased many tickets through your company over the years. But if it is up to the airline to provide the refund when something goes wrong then its probably best i start using the airlines directly rather then deal with you as a 3rd party.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a flight for my husband and I through cheapoair. I called to reschedule the flight due to needing emergency surgery. Cheapoair told me they had no flights available and to contact the airline directly for reschedule. I contacted as advised and rescheduled. The airline charged me for the flights plus change fee. I contacted cheapoair to say I was able to reschedule and they said they do not refund and charged me for the flights plus the trip insurance I paid for. I have sent proof of emergency and still will not refund so now I have paid double for these flights Booking number ********

  Business response

  04/26/2022

  ***** *** ****   ****** ******** ****** ******** ****** ** ** **** *** **** ***** *** ***** **   *****   *** ***** ************ ******** ******* ****** ********  

  Dear *** ******:

   

  This is in response to the complaint we received regarding the above-mentioned booking number. In the complaint *** ******* is requesting assistance with airline tickets purchased through our website.

   

  *** ******* went onto our website on March 20, 2022 and purchased airline tickets for travel between Milwaukee, Wisconsin and Orlando, Florida. The outbound and return tickets were confirmed on separate airlines. *** ******* mentions in her complaint that she has rescheduled her flights directly with the airlines. Both airlines in her reservation confirm that new travel dates have been scheduled. On both of their websites they show that they have put the value of the original tickets toward the new tickets and charged an additional amount. We have sent this same information to *** *******. Because the value of the original tickets has been used toward the new tickets there is no refund to be processed. 

   

  We regret any inconvenience or frustration and we appreciate the time and attention your office has given this matter. 

   

  Thank you

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 23rd of 2021 my daughter and her two kids were supposed to travel to United States from Mendoza, Argentina. booking # ********* total cost was $ 2,230.76 that was payed by my husband credit card. When my daughter arrived to the airport and was told that she can't flight through Brazil because she was not going to be allowed into the United states. We were never told of such a thing when we purchased the tickets. We have to purchase all new tickets, starting with some from Mendoza to Buenos Aires for more than 600 dollars and new tickets from Buenos Aires to Los Angeles, California. They never give us the money back. Now she is supposed to come back in April from Mendoza to Salt Lake City, reservation # ******** and they never answered our phone calls or emails trying to move the dates after the second part of May, now they are asking for $ 1,700 to move the dates, this company is all about greed and not customer service, we spend so much money and I even have to open a credit card with them to pay for tickets. I want them to take accountability for what they have done to me and my family.

  Business response

  04/25/2022

  ***** *** ****   ****** ******** ****** ******** ***** ** ** **** *** **** ***** *** ***** **   *****   *** ****** ************ ******** ******* ****** ********  

  Dear *** *****:

   

  This is in response to the complaint we received regarding the above-mentioned booking number. In the complaint *** ******* is requesting assistance with airline tickets purchased through our website.

   

  *** ******* went onto our website on November 27, 2021 and purchased airline tickets for travel between Salt Lake City, Utah and Mendoza, Argentina. The airline later advised us of several changes to their schedule which affected *** *******’s chosen itinerary.  We were contacted by *** ******* on April 6, 2022 and asked about making changes to the return date. As an agency we must follow the rules set by the airline when changes are requested. She was quoted the charges for the transaction and decided to not complete the change. We were contacted again on April 18, 2022 and asked again about changes. She was quoted the charges and again denied completing the transaction. Our representative has now worked with *** ******* on a satisfactory resolution to her concerns. New tickets have been issued. 

   

  We regret any inconvenience or frustration and we appreciate the time and attention your office has given this matter. 

   

  Thank you

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