Complaints

This profile includes complaints for Smartfares's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Smartfares

  4545 Murphy Canyon Rd Ste 210 San Diego, CA 92123-4363

  
• 

  Smartfares

  PO Box 13 Vernon Hill, VA 24597-0013

• 

  Smartfares

  Arlington, VA 22201

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not received my refund of $214 after SmartFares demanded more money than the original ticket, after the charge was already charged by the airline and the booking confirmed. After refusing to pay the price change they told me my ticket was canceled - but I have not received a refund.

  

  Business Response

  Date: 08/09/2022

  Refund processed Aug 8.   They should see within 3-5 business days.

   

  Is AVS Street Valid No (N)
  Is AVS Postal Valid Yes (M)
  CVV Passed Yes (M)
  Processor Code 1000
  Authorized Amount $214.01
  Settled Amount $214.01
  Authorization Code 296960
  Braintree Transaction ID ********
  Braintree Messages Approved
  Braintree Payment Status Refunded 8/8/2022 2:55:24 PM

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 7th I purchased two one-way airlines tickets from SmartFare from *********, **** to ***********, ********** with a departure date of August 21st. The price they quoted me and charged me was a combined total of $132.40 for both of the airline tickets. SmartFares Itinerary - 4W6MX5 On August 8th I received an email stating the fares had raised and they would now need an additional $124.78 USD. They gave me a non-working telephone number of ***************. I did find there number elsewhere ***************. I told them that the fare they were quoting me now and expecting me to pay was not what I agreed to and was also higher than the fare the airline was charging, thar it has been less than 24 hours since I made the purchase and I would like a refund or the fare they quoted me. They hung up on me.

  

  Business Response

  Date: 08/09/2022

  I show our agent ***** contacted client regarding fare higher than quote.  They wanted to cancel.   Agent ***** advised flight available for Aug 22 for original fare.  Client agreed.  Tickets issued.

   

  8/8/2022 10:00:38 AM (*****.m) **** called in || disputing for fare hike and wanted to cancel || so infd we have same flight for 22Aug under same fare pax ok and wanted to confirm infd to wait for 20 min for ticket

• Initial Complaint

  Date:08/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a flight reservation by phone with Smart Fares,I bought 3 flight tickets with them,one of the ticket was cancelled and they stole my credit card information.Now they are pretending that they never talked with me and they dont find the name in the sistem,or confirmation codes on my name.I received 2 emails from Spirit Airlines(the company that they used for my flight tickets).Spirit Airlines confirmed that I have an upcoming trip with them but just for 2 persons,not for 3 and that the reservation was made by Smart Fares and their payment for the third ticket was declined,even though I paid them a full invoice for 3 tickets.Smart Fares is pretending that is a third party travelling company that is selling flight tickets.They stole my credit card information too and I made a claim with my credit card provider,American Express.

  

  Business Response

  Date: 08/10/2022

  We are working with the client to find out where these tickets were booked.  They were not booked with us.  Client did call and speak with an agent.  He took all the information.   ****** said she did not want to give credit card over the phone.  Agent advised he will talk to his supervisor and find out how to get payment.  . We show not booking from our side nor do we find a credit card charge.   ****** sent me some emails one from a company called Prime Global that payment was made via PayPal.  This is not from us.  We are researching for her however this was not booked thru our company

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked two separate flights on smartfares each transaction was ****** for a total of ******. Their website says we can cancel for a full refund within 24 hours. I informed them about 3 HOURS after booking that I had mixed up my dates and want to cancel. I was placed on hold for 20 minutes and then I did a live chat. The person helping kept grilling me why I would like to cancel and was not helpful and told me I would be charged and would only get a portion back. I then received an email that my booking is still not confirmed and prices are likely to increase. It has now been 9 hours and I still have not received anything. This website is absolutely ridiculous and a fraud! Never book with smart fares.

  

  Business Response

  Date: 08/05/2022

  I advised ************** both bookings will be refunded in full once bank dispute is closed.

  Customer Answer

  Date: 08/10/2022

  the dispute is closed and would like my issue refunded. I will accept once I get confirmation that I have been refunded. Thank you. 

  

  Business Response

  Date: 08/10/2022

  As I have discussed with client.   **** bank dispute is resolved we will refund in full.  

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket with smartfare an hour ago, and i realized that i made a mistake on one passenger's name. i just called them asking them to help me fix the mistake but at my surprise they told me that the ticket was not confirmed and that the has gone up and i need to pay an extra $193 to get the same ticket, or i should cancel. so i sked them to cancel, but the problem is that i have an emergency and i need to be at my destination on Monday but they are telling me that it will take 5-7 weeks to get a refund, which i am not sure of based on the way they treated me on the phone, and based on the review that i just read. i need the money so that i can book another flight. i haven't even received any cancelation email.

  

  Business Response

  Date: 08/03/2022

  Booking request was just made.   Unfortunately Spirit Airlines came back unable to confirm.   We can book these flights however the fare is much higher.  We offered to ******************.  She declined and requested a full refund.  I have emailed ****************** directly to discuss with her.

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Confirmation number is 3SMPVS. Refund promised was $600.04. On July 5th 2022, I was looking to book a ticket and found what seemed like a great rate on Smartfares. I entered all my details, and payment info. After entering my credit card info, validating, and waiting long minutes, I get a message saying the payment didn't go through and the booking failed. Left without options, I went on Expedia and booked the same flight. An hour later, I receive an email from Smartfares, telling me that my booking has been validated. I call them immediately, no one answers, and when they answer they keep hanging up on me as soon as I explain my case. It took me at least 7 different operators to find someone who would listen to me. I explain that first of all it's their fault, they told me it had not been booked, they can't retry on my behalf after, it's illegal, but also BY U.S LAW, I have the right to cancel my booking within 24h without penalty. The guy says "your booking has been confirmed, there's nothing I can do about that", and hangs up on me again. It takes me another 7 or 8 agents to find someone who would listen. This time I make the threat to *** them, and the guy says "ok, ok, let me check". After a few minutes he tells me that indeed I can be reimbursed, but not the taxes, which were half of the price of the tickets. I had to threaten him to *** and report their practices to DoT and to *** them, and he finally accepts to issue a full refund. He sends me a very weird confirmation email, not from a smartfares email domain, promising the refund within 7 to 10 business. It's been a month, and I still haven't received anything. I called them multiple times today, everyone hangs up on me as soon as I explain my case. How can you let people with such poor business practices and ethics be accredited with BBB? I received 5 different emails since then promising a refund within 3-5 days, but the money never comes. This looks like a well rounded scam opeation to me.

  

  Business Response

  Date: 08/03/2022

  Refund processed in full.   They should see within 3-5 business days.

   

  Transaction jjb8rxzb Print
  Merchant Information
  Merchant
  LBF Travel Inc
  Transaction Information
  Type
  Credit
  Refund
  yes
  Amount
   $600.03 USD
  Transaction Date
  Aug 03 2022, 12:30 PM CDT
  Order ID
  ******
  Approval Code
  B51386
  Status
  Submitted For Settlement
  Refunded Transaction
  7sm0ykrs
  Payment Information
  Payment Type
  Credit Card
  Transaction Origin
  E-Commerce
  Card Type
  Visa
  Cardholder Name
  *******************************
  Credit Card Number
  ************9156
  Customer Information
  Name
  *******************************
  Email
  **********************
  Phone
  *************
  Billing Address
  *******************************
  **********************
  *******, 42278
  ******

  Customer Answer

  Date: 08/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I still consider it very scary that I had to go to such length and efforts to have my case resolved. I'm sure that most people just don't fight and let this company have it their ways. I request that BBB conduct a formal inquiry about SmartFares unethical business practices.
  

  Regards,
  
  *******************************
  
   

  
  

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Needing to take a last minute trip, I booked with Smartfares for the first time ever on July 6, 2022 at 8:32 AM EST. Paid $534.50 RT. My flight was scheduled for the next morning, July 7. By that morning, I realized that I still hadnt received my confirmation so I contacted Smartfares through chat. After a long winded verification process and about 2 different reps, I was informed that the flight I booked was sold out and my booking had been cancelled. I needed to then find other arrangements ASAP! I headed to the airport and straight to the airline I had booked through Smartfares and I learned that they had actually been sold out for months and that the company Id booked with was knowingly selling sold out fares. After frantic search, I found other modes of transportation (one boat and one air) to get to my destination on time. On Friday, July 8th, I contacted Smartfares to ask if my refund had been initiated and was informed that I should receive it within **** business days. Still a bit annoyed that they never sent me confirmation or update about my refund, I was happy to know that they had initiated it. But by July 22 (10 business days later) still no refund. Waited until Monday, the 25, to reach out again. I asked for a manager and after being hung up on twice and getting someone other than a manager, I was assured that I would receive it by tomorrow night (the 26th) mentioning that the weekends were the reason for the delay as an excuse. Which of course wasnt true as we all know that business days dont include weekends. By the 28th, still no refund. Called again. Was told that my refund would be in my account by tomorrow (July 29), but no later than Tuesday Aug 2. Its the 2nd, I contacted them again to speak to a manager and was told thats not available, sorry. I am requesting my refund in full asap and for this company to be held accountable for their unethical business practices. Thank you.

  

  Business Response

  Date: 08/02/2022

  Unfortunately with these low cost carriers availability is not updates as often as the major carriers.   When booking over the phone or with the carrier directly you will know immediately if flights are available.   When booking online due to automation there is delay and flights can come back Unable to Confirm.   Which is the situation in this case.   This was a last minute booking.  Your first email confirmation advises you will get a 2nd email once tickets are issued.  We do apologize for the delay in the refund. 

  We have processed the refund in full.   ******************** should see the refund within 3-5 business days.

   

  Is AVS Street Valid Yes (M)
  Is AVS Postal Valid Yes (M)
  CVV Passed Yes (M)
  Processor Code 1000
  Authorized Amount $534.50
  Settled Amount $534.50
  Authorization Code 462589
  Braintree Transaction ID ********
  Braintree Messages Approved
  Braintree Payment Status Refunded 8/2/2022 10:22:38 AM

  Customer Answer

  Date: 08/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business processed the refund upon receiving your message on August 2 and it showed up in my account by mid day on August 3rd. Thank you for your intervention in the matter. 
  
  Regards,
  
  Vie ********
  
   
  

• Initial Complaint

  Date:08/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase airline tickets for my husband and to travel from **********,** to *****, ** for a family reunion. Purchased the tickets on July 6, 2022 through Smartfares for $628.40 round trip. The airlines on the ticket is ****** Airlines leaving out of ********************************. Unfortunately my husband was hospitalized on July 30, ******************** the hospital today. Called SmartFares on July 30 and 31st to cancel the flight and told them why. They stated my flight was non cancelable or refundable. I stated it states on the flight reservations that under certain circumstances you can cancel and you need to cancel within 3 hours prior to the flight. They told me I need to cancel through the airlines. Called ****** Airlines and they stated who did I book with because they cant find the reservations and to call SmartFares to cancel. Called SmartFares back and stated to them what ****** Airlines said and then I was told your reservations are cancelled and I said ok please send me an email confirmation of the cancellation and as of today I have not received it.

  

  Business Response

  Date: 08/02/2022

  There Alaska Airline tickets were very restrictive. They are non-refundable and non-changeable.  I was able to have ****** agree to future credit.  ******************** each have $320.20 credit for future travel.   Travel must be completed by July7 2023.

  I will notify the ******* directly about their future credit.

• Initial Complaint

  Date:08/01/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PURCHASE 2 TICKETS THEN GOT EMAIL SAYING THAT WERE NOT AVAILABLE AND THAT I DECIDE TO CANCELED WAS ONLY AROUND 5 HRS AFTER PURCHASE AND THEY SAID FULL REFUND BECAUSE WASN'T 24 HRS BUT LATER THEY SAID THERE FEE THAT THE AIRLINE WAS KEEPING CALL AIRLINES AND THEY SAID THERE RULE IS IF CANCELED LESS THAN 24 HRS OF PURCHASE THEY ***** FULL REFUND AND IT'S BEEN AROUND 30 DAYS AND STILL DIDNT RECEIVE MY REFUND OF $1400

  

  Business Response

  Date: 08/01/2022

  Client's quote was $1030.44.   Original fare came back unable to confirm.  We offered an alternative option of $1436.00.    **************** opted to cancel rather than rebook.    I show a portion of his booking was refunded on Jun 17.   The remaining portion of $218.00 was refunded today.  They will see within 3-5 business days.

   

  Refund Information
  Refund Transaction ID
  ********
  Refund Amount
   $812.44 USD
  Refund Status
  Settled
  Refund Date
  06/17/2022 06:44 PM CDT

  
  Refund Transaction ID
  rdktvygy
  Refund Amount
   $218.00 USD
  Refund Status
  Submitted For Settlement
  Refund Date
  08/01/2022 07:09 PM CDT

   

   

  
  

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/31/2022 I purchased a flight from ******************** to *********/Washington int. for the advertised price of $212. The next day, smartfares calls me trying to extort another $100 from me stating that they had a technical error on their end. The result of which caused them to sell me the flight at a cheaper price. They wanted more money after product had been purchased and said that if I was to cancel my money would be tied up for 2 weeks. I just want to ticket at the price it was advertised or my money back immediately so I can book a new flight.

  

  Business Response

  Date: 08/02/2022

  ******************** booked one of the low cost carriers.   There are times when availability it not updates as often as other carriers.  This happens with Frontier, Sun Country, Allegiant and Spirt. It is frustrating.  When this happens it is sent to our salvage team to find an alternative t offer.   In this case ******************** denied to pay a higher fare.    I will reach out to her personally to try and find a reasonable alternative.