ComplaintsforFarescan

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Booked a flight and through the final steps appear on the screen that flight couldnt be booked because of payment method. 2 hours later (after I booked from a different site received confirmation from Farescan). All their numbers are invalid. Its a gosht page. The links do not work. Could manage my reservation and no one is answering emails.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This company double booked our trip to ***** and triple charged us for the trip insurance. We have yet to be issued a refund for over $10k in fraudulent charges. They are blaming me for making two reservations online, one which has name misspellings which is completely false.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi Team, i booked airline tickets to ***** for my family (2 adults, 1 kid) via farescan on 11th Dec 2022. The amount charged for this transaction was ******* USD. The tickets were booked for an AirIndia Flight. Later in April, due to some unavoidable circumstances i had to cancel my ticked. As it was not a fully refundable ticket i had to pay some panelties and farescan agreed to refund me **** USD.I understand that it takes some time to get the refund back from airline and then some delay in getting from the travel website (Farescan). i started calling them up around July beginning and they kept on making following excuses everytime i called them and asked me to call back in 2 weeks every time. 1. First they said that they havent got refund from AirInda (airline)2. Then they said they have received from AirIndia and transferred to my account. 3. After 2 weeks they mettioned my bank has rejected the refund. 4. They told me that they tagged a wrong email to my case and they havent got refund from airline yet. 5. Half the time i call they say that their servers are down and they can get the details and just push it forward. I then filed a dispute with my credit card but they declined saying the transaction happened more than 60 days back. I have called the farescan atleast 20 times over all these months and they keep making excuses and promise to issue the refund in 2 weeks but its not working out. I really need your help to get this sorted out. I am attaching the emails for tickets booked and the refund request approved by them and the amount agreed. Regards,*********************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought flights via kayak.com for a roundtrip flight on spirit airlines. This transaction was done thru farescan. I was charged ~$208 in May when this flight was booked. ****** airlines refunded Farescan this amount in August. I have called 10+ times and talked to their customer service people trying to get my refund. They sent me a refund confirmation on 8/28 as well as 9/18. Each time they said they would refund me within 2 business days but have not. I most recently was told they didn't have documentation of them charging me originally, to which i provided them proof of their charge hitting my AMEX statement (i don't understand how they would purchase a flight without the consumer paying for it, but that is another conversation). I was again told they would reach back out to me within 1 business day if they had any issues getting the refund processed. It has been 7 days and no call. The last straw is they now are hanging up on me when i call from my phone number to avoid the refund. This is only for $208 which isn't a huge deal, but after reading some online forums, it is clear they do this to lots of people making it impossible to obtain refunds.

  Business response

  11/09/2023

  This is to address complaint# 20811936 with the Better Business Bureau regarding the pending refund. We take customer concerns very seriously, and we apologize for any inconvenience or frustration this situation may have caused.
  
  After thoroughly investigating the matter, we have taken the necessary steps to address your complaint and resolve the issue. We understand the importance of providing excellent customer service and strive to ensure that all our customers have a positive experience.
  
  Based on the investigation reason the refund was pending for so long as our refunds department were unable to see the charged transaction. 
  
  Resolution: We have processed the refund of  208.78 USD through PayPal and it will appear on the customer account within next **** working days.
  
  We believe that the steps we have taken to rectify the situation are in line with your expectations and demonstrate our commitment to customer satisfaction. We sincerely apologize for any inconvenience you may have experienced and assure you that we value your feedback as an opportunity for improvement.
  
  Please be assured that customer satisfaction remains our top priority, and we value your feedback as it helps us improve our products and services. We understand that mistakes can happen, but we are committed to learning from them and making the necessary changes to provide a better experience for all our customers.
  
  If you have any additional questions or concerns, please don't hesitate to contact our customer support team at ************   or **********************************
  
  Once again, we sincerely apologize for any inconvenience caused. We hope that our actions demonstrate our dedication to resolving the matter to your satisfaction.
  
  Thank you for bringing this issue to our attention and allowing us the opportunity to rectify it. We appreciate your continued support and patronage.
  
  Regards,
  ******
  Farescan Support

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 6, 2023, I paid $364.78 for what I thought was a roundtrip airline ticket from a company called Farescan. The company did not book a roundtrip ticket for me and I want my money back.Details:On May 6, 2023, I booked a roundtrip ticket from a company called Farescan via their website www.farescan.com. The trip number Farescan gave me is **********. The **ticket number they gave me is -11BGPHGZ and the Agency PNR/ Airline PNR number they gave me is BGPHGZ. They sent me an email receipt saying that I am ticketed for a roundtrip flight from *********** (***) to ********* (***) from May 9, 2023 to May 15, 2023 via ****** Airlines. The outgoing flight itinerary was supposed to go from *********** (***) to ********* (LAS), and then ********* (LAS) to ********* (***). I paid $364.78 total for the flight, which was billed in multiple charges of $252.78 and $112. I paid via my bank debit card.On May 9, 2023, I boarded the first leg of my flight from *** to ***. When I arrived in ********* and tried to check in for my flight from ********* to *********, the ****** airline representative told me that I didn't have a flight booked to ********* and that I should call my booking agency to resolve the matter.I called Farescan and the customer service representative at ********************** hung up on me after I gave them my booking info. I called three times and they did this three times.I called ****** airlines to inquire and they said I was never booked for a roundtrip flight with the reference number given. I was only booked for a one way flight from LA to Vegas.I want my $364.78 refunded from Farescan because the roundtrip service promised was never rendered. Attached is the receipt from Farescan showing the roundtrip booking promised and also the airline reference from ****** airlines that shows I was never booked for a roundtrip ticket with the BGPHGZ reference number purported by Farescan, only a one way ticket from *********** to *********.

  Business response

  08/16/2023

  Dear *******,
  
  We sincerely apologize for any inconvenience the customer has experienced and want to assure you that we are taking the feedback seriously.
  
  Upon reviewing the case, we identified that there was a misunderstanding during the rebooking process for the outbound and return flights. Our representative had indeed received the customers request to change the return flight. Unfortunately, due to an oversight, our representative missed that the outbound portion of the booking had also encountered an issue and was not confirmed. This resulted in the failed booking for the outbound portion. We deeply regret any confusion caused and understand the frustration this must have caused.

  Furthermore, we are aware that a chargeback has been initiated by the customer in response to this issue.Please rest assured that we are actively working on resolving this matter and rectifying the situation. We have taken immediate action by contacting the airline to investigate why the return flight was canceled. We are committed to resolving this issue promptly and will keep you updated on the progress.
  
  Our aim is to ensure that the customers receive the resolution they rightfully deserve.
  
  We appreciate your role in bringing this to our notice.
  
  Thank You,
  April
  

  
  

  Customer response

  08/17/2023

   
  Complaint: 20423364
  
  I am rejecting this response because:
  
  The chargeback that I initiated through my bank on May 10 was reversed by my bank on June 30 and the bank sent me a letter confirming the reversal on August 3 because Farescan denied that my claim was valid. So my bank denied my claim and reversed the temporary $364.78 that they had credited me on May 10. So I did not receive the referenced chargeback money nor is there any pending chargeback money Im waiting for. I would like Farescan to refund my $364.78 and also offer some courtesy reconciliation for all the time and energy I have spent in taking action to get my money back from them for flights they never booked.

  According to the bank representative whom I spoke to about the reversed chargeback, during the chargeback investigation, Farescan told the bank that I violated their no-show policy and that they had booked all of the flights I had paid for and thats why the bank reversed the chargeback.

  That was a lie.

  Afterwards, I reached out to Farescan directly via email after my bank reversed the chargeback and asked them to refund my money. Farescan did not reply to me.

  During the original incident, I was stranded at a ********* airport with no booking for my connecting flight because Farescan hadnt booked any connecting flight nor a return flight for me and the Farescan representative who I called kept hanging up the phone on me when I told him about my situation.

  I had to book a brand new flight whilst being stranded at the Vegas airport at 2:49 in the morning in order to get to my original destination. This caused a great financial and mental strain on me.

  After my chargeback was reversed, my bank account went into negative and I wasnt able to buy my basic foods. This caused another financial and mental strain.

  And for over a month now, since they reversed my chargeback on June 30 because Farescan denied fault, I have collated over 30 pages of evidence, been on over four phone calls and sent over ten faxes and emails to different entities in order to get my money back. It has been very time consuming and stressful.

  This fraudulent air ticket has caused a lot of stress and strain on me and I would like it to be resolved now and have my money returned to me.

  Im including evidence of the reversed chargeback (which also shows that my account went to a negative balance once the reversal happened) and Im also including the letter from my bank confirming that they did not give me a chargeback and arent going to give me one.

  Thank you.

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

  attachments

  Customer response

  09/01/2023

  Dear BBB,

  In response to your question about my dispute with Farescan, the answer is no. My dispute with Farescan has not been resolved.

  I filed a claim with my bank ************ trying to get my money back from Farescan, but my bank denied the claim and closed the claim because Farescan denied fault for not booking my tickets during my banks claim investigation. 
  

  Thank you. Please let me know if you need any more clarification.

  Sincerely,

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

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter booked a flight through Farescan.com from *********** to ******** en El al airlines. Farescan took her money for the flight costs, seat fee, and insurance on the flight, totaling $1500.On the day before the flight was to depart, we discovered that she did not have a legitimate confirmation number and was not actually booked on that flight. I was on hold for two hours at the farescan supposed customer service number, which is completely bogus because nobody ever answered. This is burglary. I want my money back!

  Business response

  06/19/2023

  Dear ******,
  
  We appreciate you letting us know about the complaint received from one of our clients who booked a reservation online.
  
  According to the complaint filed by the customer, they claim that we failed to issue the tickets on time and did not provide any confirmation. However, our records show that tickets were indeed issued on the same day i.e., 07th April23 and a confirmation email containing the **Ticket information was sent to the customer on the same day.We have attached a copy of the confirmation email for your reference.           
  
  Regrettably, it appears that the customer missed her scheduled flight, resulting in the airline marking her as a no-show. As per the airlines policy and industry standards, when a passenger fails to show up for their flight, the ticket is considered non-refundable. In this case, we are unable to process a refund as we are not at fault for the customers missed flight.
  
  We understand that travel plans can sometimes be unpredictable, and we sympathize with the customers situation. However, it is important to note that once the tickets have been issued and the customer has received the necessary information, it becomes their responsibility to be present at the designated time and follow the airlines guidelines.
  
  We take pride in our commitment to providing accurate and timely service to our customers. In this instance, we have fulfilled our obligations by issuing the tickets promptly and providing the customer with the necessary confirmation. Unfortunately, circumstances beyond our control, such as the customer missing their flight, have led to the current situation.
  
  If the customer has any further concerns or queries, we encourage them to reach about to our customer support team directly. We are committed to addressing any outstanding issues and assisting them to the best of our abilities.
  
  We trust that this explanation provides clarity regarding the situation and our position. We remain available for any additional information or documentation required to resolve this complaint satisfactorily.
  
  Thank you,
  April

  Customer response

  06/20/2023

   
  Complaint: 20188856
  
  I am rejecting this response because:

  the SCAM vendor claims to have issued the ticket on the same day. Yes, they sent an email on the same day. However the actual ticket was not booked. My daughter tried to check her information on the airlines website, and the numbers provided by Farescan were not valid. The ticket number provided did NOT EXIST. I was on hold at the farescan customer service lines for over 2 hours. Nobody ever picked up! So we had to book another ticket. This site is a total scam. I demand a full refund. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Will not honor a credit that was provided during covid emergency. The credit was provided during pandemic. Valid for one year . When attempting to cash in , they failed to honor the credit.

  Business response

  01/23/2023

  Dear *******,
  
  We regret the inconvenience caused to the customer.Dear *******,

  
  We would like to inform you that the initial booking was made on the 14th of Nov '21. And on the 07th of Dec'21 the customer called us to cancel the reservation and one of our representatives advised that tickets are non-refundable, however a future credit option was provided. Credit vouchers are valid for a period of one year from the date of issuance. Future travel must be completed on or before 14th of Nov'22. Unfortunately, we received a call from the customer on the 24th of Nov'22 and the ticket had already expired by then. As per the airline's policy, the ticket stands non-refundable and as a travel agency, we do not have any control over it. 

  In case of any discrepancy, the customer can send us an email to **************************************.
  
  We appreciate your role in bringing this to our notice.
  
  
  Thank you,
  
  
  April
  
  

  
  We regret the inconvenience caused to the customer.

  As per our record, we see that the customer called us on the 24th of Nov'22 to use the credit voucher. The customer initially booked the flights on the 14th of Nov'21 and tickets are valid for a period of one year from the date of issuance. Unfortunately, the ticket has already expired and we as a travel agency cannot  

  Customer response

  01/23/2023

   
  Complaint: 18806340
  
  I am rejecting this response because:

  At the time of cancelation I wasn't not informed the credit was provided for one year from date of booking. Rather one year future credit to my understanding from date of cancelation. And I during the year as was guaranteed during my conversation. 

  When the agent informed me the credit was only good till the of initial booking. Furthermore, he asked me to call back in few days with the exact dates of future travel and he will book the flight.  

  When I did call back the next agent Is the person presenting the issue and not honoring the credit.  

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

  Business response

  01/27/2023

  Dear ******,

  
  We regret the inconvenience caused to the customer.

  
  We have reviewed the case again and would like to inform you that the customer was well aware of the validity of the flight credit and the information was provided on email. Additionally, we checked with the airlines again to see whether the validity can be extended, but unfortunately, the airline has denied the request. The airline has confirmed again that the validity of the unused tickets is one year from the date of issue. The ticket has already expired and can no longer be used for rebooking. As a travel agency, we do not have any control over the airline's policy.
  
  
  We appreciate your role in bringing this to our notice.

   

  Thank you,

  April

  Customer response

  01/31/2023

   
  Complaint: 18806340
  
  I am rejecting this response because:

  I was not informed that one year deadline is from date if purchase. 

  In the email it states that future credit is good for one year. Does not states specify from date if purchase.  

  Being that a clear statement was not made by either communication. 

  Im requesting them to honor the value of the ticket for future use. 

  Please see attached copy of the email.  

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

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an airplane ticket online and the airline " ******* airlines" canceled the flight, Frascan changed my ticket flight date to a different date without my consent. I tried to contact them several times to ask for a refund due to not holding my original flight date and I didn't agree on a new booking.they kept sending me to different departments without any resolution. in the end, I lost the money I paid for the ticket and I have to buy another ticket on my own that fits my travel needs.

  Business response

  11/23/2022

  Dear ******,
  
  We regret the inconvenience caused to the customer. 
  
  
  As per our record, we see that there was a schedule change from the airline's end. One of our representatives spoke to the client on the 18th of Sep '22 and advised about the schedule change and gave an option that was available for the 27th of Oct'22. The client accepted the option and we went ahead and made the necessary changes. 
  
  
  On 19th of Oct'22 we received a call from the client to change the last name of the traveller and we advised that it is not permitted as per the airline's policy. The client was provided an option to book a new flight since the airline will not allow the client to use the ticket, however he denied so no changes were made to the booking. We would also like to inform you that as a travel agency, we do not have any control over the airline's policy. 
  
  
  
  We have now received a chargeback with the bank for the ticket amount. Hence this case would now be handled by our Chargeback team in coordination with the client and the bank. 
  
  
  We appreciate your role in bringing this to our notice.
  
  
  Thank you,
  April

  Customer response

  11/28/2022

   
  Complaint: 18445526
  
  I am rejecting this response because:

  I never approved the date change on my ticket, they keep claiming that I approved it via phone call but never provided and records for the call or an email from me approving the change.

  I'm attaching an email I sent to them explaining mu phone conversation with their agent and all what I received is a generic email that they will contact me. they never send any email specific to the issue, when I confronted them several times to send me the recorded message where I approve it their responded that they don't share recorded messages with anyone. 

  no wonder these scammer never respond via email with any specifics, just a generic email stating that they will contact me.

  
  
  Sincerely,
  
  Mustapha Chreeide

  Business response

  12/04/2022

  Dear ******,
  
  
  Thank you for contacting us.
  
  
  We completely understand the customer's concern, however at this point the customer has already filed a dispute with the bank. Hence this case would now be handled by our Chargeback Team in coordination with the client and the bank.
  
  
  We would also like to inform you that although ******* Airlines refused to process the refund, we have resubmitted a  refund request and we're awaiting their response. Unfortunately, as a travel agency nothing is under our control. 
  
  
  We appreciate your role in bringing this to our notice.
  
  
  Thank you,
  
  April

  Customer response

  12/05/2022

   
  Complaint: 18445526
  
  I am rejecting this response because:

  my credit card provider processed their charge and its on my statement, speaking to my credit card dispute department they mentioned they cannot fulfill my request due to merchant claiming that I approved the ticket date changes.

  I asked if they produced any recording or emails for my approval and they said they cannot ask for that and I will need to contact better business bureau and that's what I did.

   

  these people do this all the time, just reading their online review makes my head boil.

  they always claim they got approvals from people but never via email its always a phone call and then they claim whatever they want.

  this business is not legit or honest, they calming that they waiting on a refund from ******* airlines and at the same time there is a dispute and I can provide a copy of my credit card statement shows the payment is processed if need to. 

   

  I need a refund for the ticket and they can deal with ******* airlines on their own since they are agents with ******* airlines. 

  the payment was processed to them not ******* airlines. 
  
  Sincerely,
  
  Mustapha Chreeide

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a one way trip from *** to ******* and received an email saying my booking was confirmed. I figured I was good to go and a month later, saw that my total included a cost for seat selection (which I did not pick). I emailed them to get a refund on the seat selection cost and they emailed me back to say that MY FLIGHT HAD NOT BEEN BOOKED and I would not be charged anything. I called them to get more details and they said the fare had increased after I booked my flight and they were unable to continue with the booking. At no point did they ever email or call me before I reached out to them to inform me of this!! The agent I spoke to offered to book me another flight and I asked if I would get a credit for the inconvenience. He said no and I asked why would I go through them after this experience then? He responded, ok so then book somewhere else if you think you will get a better deal. The awful customer service combined with the blatant misinformation they're providing people is disgusting - the company should be shut down

  Business response

  11/10/2022

  Dear ******,
  
  We regret the inconvenience caused to the customer.
  
  As per our record, we see that the customer made the reservation on the 26th of Aug. Unfortunately, we were unable to confirm the flights fare the customer had requested for and nothing was charged to the credit card. We make sure to send an email to our clients even if the booking gets cancelled for any reason, but in this case due to some reason the email didnt go through. However, we would also like to highlight that we do not confirm bookings without charging the customers credit card since payments are used directly by the airline. And usually, we charge the card the same day of the booking and the credit card holder do get a notification but in this case that didnt happen and we never received any call or emails from the customer until 7th of November. Our customer representatives did try and assisted the customer with an option that was available, however the customer denied. As of now, this booking stand cancelled and nothing has been charged to the customers card and an email has also been sent advising the same.
  
  In case of any discrepancy, the customer can send us an email to **************************************.
  
  We appreciate your role in bringing this to our notice.
  
  
  Thank you,
  
  April

  Customer response

  11/10/2022

   
  Complaint: 18381330
  
  I am rejecting this response because: this does not show good customer service. It was lucky that I called them and realized my booking had not gone through but they need to do a better job communicating to customers. I received the first email from them so the excuse of "sometimes the email doesn't go through" is not valid. At the very least you should offer me a credit for the inconvenience and change your policies/methods of communication ASAP.
  
  Sincerely,
  
  A A.

  Business response

  11/15/2022

  Dear ******,

  
  We would like to thank the customer for taking the time out of her busy schedule to express her grievances on how our services do not meet up with her expectations. We will assess her complaints to deduct measures we can adopt to prevent issues of this nature in subsequent times.

  
  Unfortunately, we cannot provide any credit to the customer however as a goodwill gesture we can provide her a discount voucher of ***** USD which she may use it on her next purchase. We request the customer to reach us at ************************************** to book her new flight. 

  
  We would like to apologize for the inconvenience caused. 

   

  We appreciate your role in bringing this to our notice.

   

  Sincerely,

   

  April

   

  Customer response

  11/30/2022

   
  Complaint: 18381330
  
  I am rejecting this response because: they need to fix their customer service and way of communicating that flights were not booked. A $30 credit or voucher will not fix the stress or additional money I had to pay to rebook
  
  Sincerely,
  
  A A.

• Initial Complaint

  08/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used Kayak to book a flight on Spirit. The link Kayak recommended was "Farescan." This site has turned out to be a scam. Upon booking, I received a confirmation of payment and my boarding pass would be emailed "shortly." After two hours I called them to inquire about when I can expect to receive my boarding pass. I was informed that my booking was pending because the flight price increased. The operator then told me that my flight increased by $90 and that there was only one seat left on the plane. I told him that it is unethical to allow me to book a flight, wait for me to call, and then increase the price. I stated I wanted a refund to which he said he would lower the price so it is only $40 more. I said no and requested a refund. He stated the cancelation fee may be more than that $40 increase. I again said why they were doing was unethical and that I would be reporting them to Kayak, Spirit, and BBB. He then said he would provide me an exception and full refund. After hanging up, I found the same flight still being advertised at the same price with various open seats. I booked through Spirit directly for the same price I had originally paid. It is clear that Farescan is a bait and switch scam. I still have not received confirmation that my fake booking was canceled or that I've been refunded. BEWARE!!

  Business response

  08/23/2022

   Dear *******,
  
  We regret the inconvenience caused to the customer. However, our main objective is always to ensure utmost customer satisfaction at all levels and find the most suitable way to fix their problems without any delay.

  
  As per our record, the airline the customer selected was unable to confirm the flights for the fares that were selected at the time of booking. Please be informed that fares advertised online are directly linked to the Airlines' Global Distribution System and are 'Real Time.' These fares are subject to change as they are based on the availability of seats. This means fares may increase or decrease. We are a travel agency and we have no control over Airlines'inventory. One of our customer representatives assisted the caller and advised the fare that was available at that time, however as per the customer's request the booking was canceled. As a result, the customer has no reservation and nothing was charged to the credit card.

  
  In case of any discrepancy, the customer may contact us at ************************************************************.

  
  We appreciate your role in bringing this to our notice.

  
  Sincerely,

  
  Farescan
  

  Customer response

  08/25/2022

   
  Complaint: 17749843
  
  I am rejecting this response because:
  

  A). I was not informed of the failure to confirm my flight until I called FareScan over 2 hours after submitting payment. I did receive a confirmation email stating my boarding pass would be sent in a second email "shortly" which I never received. 

  B). The customer service representative originally stated that the price went up (by $90) and that there was "only one seat left" on the flight. This was untrue.

  C). The customer service representative then offered to reduce the increase to $40 instead of $90 though they claim to have no control over the cost of the flights. 
  

  D). I was able to book at the exact flight at the same original rate directly via Spirit

  E). FareScan was still advertising the same original price on Kayak and would have allowed me to book again

  F). The customer service agent attempted to pressure me into paying the extra $40 by saying it would be "cheaper" than the cancellation fee (for a flight that I apparently was never booked on).

  G). I never received a confirmation email that my pre-booking was canceled or that my card hadn't been charged. 

  H). Upon reviewing other BBB complaints- it appears FareScan has been accused of this behavior previously and I believe they were attempting to "bait and switch" me into paying more money for a flight that had not actually changed in price- hence, I was able to view the flights at the same pricing on two different sites and ultimately booked at the same price directly through the airline. 

   

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

  Business response

  08/30/2022

  Dear *******,
  
  We would like to apologize for the inconvenience caused to the customer.
  
  As previously stated, we did try to confirm the reservation for the same fare that the customer had initially booked, but unfortunately at that time we were unable to do so. When we receive a booking there is a process that we follow which starts with credit card verification and once it's completed it is sent across for ticket issuance/confirmation. Since fares are dynamic in nature, they are subject to change based on the availability of seats. The customer may have been able to book it for the same fare as cancellations do happen due to which fares tend to show up again. Furthermore, we will assess the customer's complaints to deduct measures we can adopt to prevent issues of this nature in subsequent times. 
  
  In case of any discrepancy, the customer may contact us at ************************************************************.
  
  We appreciate your role in bringing this to our notice.
  
  Sincerely,
  
  Farescan
  

*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. ↩