ComplaintsforFareportal Inc.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Dec 1st, i visited CheaopOAir website, since I was looking to book an airline ticket for my travel in June 2022. On CheapOAir website, there was holiday promotion that said "click here to get upto 50% off airline ticket booking". So I clicked, it requested my email-id, even though I was hesitant to provide my email id, the message said the code will be sent to email address. So I provided emailid, discount was only $15 for $986 ticket. It was not meaningful discount at all. I felt the promotion was classic "bait and switch". I provided my feedback to manager at CheapOair and let them know that I expected discount to be somewhat meaningful amount since the promotion said upto 50% off. I got only 1.5% discount. Bait & Switch. Now, yesterday (12/12/2022) I got email from CheapOair, saying that my itinerary was changed. The new travel plan suggested by CheapOAir was unacceptable to me as the layover between flights were total 8+ hours. I got this schedule change original email on 12/12/2022 at 3pm, by midnight i.e. on 12/13/2021 3:00am CST I got another email saying the new schedule has been confirmed and booked. I was furious, since I never approved the new schedule change, and was not given atleast 24 hours to respond to. So, I followed the instruction in email. It said to cancel click here. I clicked, it took me to chat window, where I provided all the information, and waited about 2 hours nothing happened. So I called ###-###-####, which is main line for CheapOair Customer service/support. It was this morning 12/13/2021 08:05 am CST. On the phone, I waited 35 mins to get to first representative, and after several back and forth, I finally got hold of supervisor, by this time I have waited 1hour and 45 minutes. Which is simply unacceptable. Aft long chat supervisor told me that the ticket is cancelled but have to wait approx 2 months to get refund. Thes business practices are in my opinion outright illegal and outrageous. This cannot go unchecked. Please help

  Business response

  12/14/2021

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

  Booking Number ********

   

  Dear *** *****:

   

  This is in response to the complaint wereceived regarding the above referenced booking number. In the complaint *** *********is requesting assistance with an airline ticket purchased through our website. 

   

  *** *********went onto our website on December 1, 2021 and purchased a roundtrip airline ticketfor travel between Minneapolis, Minnesota and Chennai, India.A few days later he contacted our offices with his concerns regarding the discount he received. The agent advised that he had been advised that the discount would be up to 50%. Days later the airline advised that they had made changes to their schedule which affected *** *********’s chosen itinerary. Because the changes were considered major by the airline they offered a full refund of the ticket costs if the changes were unsatisfactory. We advised *** ********* of the airline changes and he decided that he preferred to get a refund. As a courtesy we also refunded the service fee charged by our agency at the time of purchase. We have processed the refunds back to the original form of payment. Unfortunately, once we process the refund we have no control over when the funds will appear back into his account. We generally advise that it can take1-2 billing cycles but usually takes much less time.He has also been given direct contact information for our representative 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,

  Customer response

  12/20/2021

  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]

  Yes. The promotion on the website said upto 50%, but I got 1.5%, Common sense of any ordinary person would respond as " this is ridiculous".
  In my opinion this is classic "bait & switch" marketing strategy by the company, and I would not have choosen to book with CheapOAir if not for that discount. There are many other websites, that offer attractive price, but I felt misled only after booking my ticket.
  
  The business response never addressed as to how they will correct such cynical marketing strategy.
  
  Also.

  I waited total of 2+ hours (including chat window) over the phone just to get to a supervisor (of Cheapoair) for my ticket to get cancelled. This was on Monday during normal working hours.
  The company has not addressed the pain-full process that I had to go through to have my ticket cancelled. Also, never see an formal apology from the company.

   

   

   

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

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

  Business response

  12/28/2021

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

   

  Dear *** *****:

   

  This is in response to the rebuttal wereceived regarding the above referenced booking number. In the original complaint *** *********requested assistance with an airline ticket purchased through our website. 

   

  *** ********* went onto our website on December 1, 2021 and purchased an airline ticket. He agreed to the price he was shown and authorized the charge. The airline later made a change to their schedule which affected his chosen itinerary. The airline authorized a refund and all charges were refunded. We have previously advised both your office and *** ********* that a full refund of all charges has been processed back to the original form of payment. *** ********* has been given the general the frame for the funds to appear back into his account. 

   

  *** ********* states his unhappiness with his experience in cancelling his reservation.  Compensation was offered which he declined.We do not want any of our valued customers to have to wait for our agents to become available but in the current climate it can happen.

   

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

   

   

  Thank you,

  Customer response

  01/10/2022

  Better Business Bureau:

   

  I got call from company representative. He apologized on company's behalf, also offered $100 credit towards future travel, which I respectfully declined.

  This also reflects my complaint with Attorney General Office of New York.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and the matter has been resolved.
  
  

  Thank you & Sincerely,
  
  **** *********  
  
  
   
  
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ticket issued by the company with added insurance via tripmate and due to delayed covid result the traveler could not make it and we called to cancel and we told by represnative that we will get a refund from the airlines as credit for future travel and we agreed to that but they do not want us to buy on our terms and we have to call them each time we want to use our credit. moreover, we bought the insurance for such issues as we have experienced and I have tried to talk to the exchange representative 12/06 by the name Denholm who gave me the wrong information that if we purchase a downgraded ticket we will forfeit the remaining. i am so frustrated to lose more than 1000 dollars due to fine prints guideline not being explained to us well and this is a very misleading practice to say the least. our desire resolution is to get our credit in a voucher form or they should resolve it with tripmate to resolve it. CheapOair booking number is ******** confirmation code is rwjoac and the plan code for tripmate is f200b

  Business response

  12/08/2021

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

   

  Dear *** *****:

   

  This is in response to the complaint wereceived regarding the above referencedbooking number. In the complaint *** ******is requesting assistance with an airline ticket purchased through our website. 

   

  *** ******went onto our website on December 2, 2021and purchased aroundtrip airline ticket for travel between Georgetown, Bahamas and Seattle, Washington. The ticket was purchased by *** ****** for someone else. *** ****** is not the passenger named on the ticket. The reservation was later cancelled and credit toward future travel was given. The rules regarding use of the credit were given at the time of cancellation. *** ****** later contacted us to use the credit toward a new reservation. He wanted to use the credit for a reservation for himself but was advised that the credit was only available for the name on the original ticket. The airline does not allow name changes. This is an airline rule that we as an agency cannot waive or ignore. The credit of the full ticket amount is held by the ticketed passenger and only they can use it. 

    

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

   

   

  Thank you,

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a flight to Australia round trip on 7 Nov 2019, Booking number ********. Date of trip was to be 24 June 2020. Due to the pandemic, no flights were going to Australia. After weeks of phone calls and emails, I paid $70 to cancel the flight and was told I would receive a refund within 10 days. Since then I have received an email every other month telling me the refund was delayed. It has been two years and they still promise me a refund. Flight was with Virgin Australia but they will not refund because I booked through Cheapoair.

  Business response

  12/08/2021

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

  Dear ** ******:

   

  This is in response to the complaint wereceived regarding the above-mentionedbooking number. In the complaint *** *********is requesting assistance with an airline ticket purchased through our website. 

   

  *** *********went onto our website onNovember 6, 2019and purchaseda roundtrip airline ticket for travel between Newark, New Jersey and Canberra, Australia. Travel could not be taken and credit was held with the airline.During these unusual times the airline involved in *** *********’s chosen itinerary has gone through reorganization. We have gone back to them to ask that they take another look at the refund request but they have again advised that credit is held. Only the airline can authorize a refund from their company. These are airline rules that we have no authority to waive or ignore. We have given this same information to *** ********* and advised her of the rules for the credit as per the airline. We have refunded the $70 fee charged at the time of cancellation that *** ********* mentioned in her complaint. 

   

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

   

   

  Thank you,

  Customer response

  12/15/2021

  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]

   While I understand the position of Cheapoair, the offer from the airline is useless to me because it only involves travel within Australia and I live in the United States.  In order for this to be resolved correctly, I would at least need airline credit that I can actually use.  Since Cheapoair was the travel agent, they should act on my behalf to arrive at a better resolution than credit on an unknown airline at a location on the other side of the world.

   

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

   

   

   

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

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

  Business response

  12/28/2021

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

   

  Dear *** *****:

   

  This is in response to the rebuttal wereceived regarding the above-mentionedbooking number. In the original complaint *** *********requested assistance with an airline ticket purchased through our website. 

   

  The airline that *** ********* originally purchased tickets on is Virgin Australia. They are only offering credit on their airline. We have gone to them to ask that they waive their rules on the non-refundable ticket but they have denied the request. Credit with them is held by *** *********. She has been advised of their rules for using it and the validity period they have set. We understand that this is not the answer she is looking for. Unfortunately we cannot waive their rules. 

   

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

   

   

  Thank you,

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