ComplaintsforFarescan

Event Ticket Sales

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Initial Complaint
08/19/2022
Complaint Type:
Sales and Advertising Issues
Status:
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.
Date of transaction: August 18, 2022 I purchased 6 business class tickets online for a roundtrip to *********, ******* from ************************* (************. In the attachment, you can see that the whole trip is classified as business class promo. A couple of hours later, I get an itinerary and upon inspection, from *********, ******* to ***********, the tickets are now Economy Basic tickets (not business class promo) with no checked bags. I dont know what happened to their system or what might have caused this error. I just want what I paid for, which is business class tickets from *********, ******* to ***********. If business class tickets are not available for that flight or the business cannot provide business class, I would like to keep the tickets but receive a partial refund of $2500 as the returning flight from ********* to *** are now economy basic and I have to pay for checked bags and seat fees. Even though the itinerary says two free of charge piece bags, I checked with the airline and it states that I will be charged for checked bags.
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, we see that while booking #********** was under process for ticket issuance, the customer selected seats and the return flight cabin changed to Economy. The booking was then confirmed and tickets were issued. However, we have now arranged a call back from one of our supervisors to contact the customer and help resolve this issue on a priority basis. In case of any discrepancy, the customer may contact our customer support or email us at **************************************.

We appreciate your role in bringing this to our notice.
Sincerely,

Farescan

Customer response
08/23/2022

Complaint: 17744275

I am rejecting this response because:
It clearly states in that PDF that I placed an order for business promo tickets round trip. I checked with the airline and From *** to GYE, it is business class tickets but from GYE-***, it changed to economy. I did not authorize these changes. I think their system caused an error. Also, I will now be charged for checked bags and seating arrangements.
secondly, I didnt receive a call from the company. I also sent an email to their support center on August 20. To this day, I didnt receive a response.

Sincerely,

*****************************
Business response
08/30/2022
Dear *******,

Thank you for your email.

We would like to inform you that one of our supervisors was able to assist the customer in resolving the issue. We were able to reinstate the return flight to Business Class seats and the confirmation e mail has also been shared with the customer.

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
09/02/2022

Complaint: 17744275

I am rejecting this response because: the supervisor lied because I was not given business class returning tickets. Instead the supervisor tried to make me pay $500 extra per ticket (total of $3000) to make it business class. Meaning I would have to pay Farescan more money to fix the companys error. It did not make sense. I informed the supervisor that Im not paying any more money for tickets that I already paid for and to fix the mistake. He kept restating that it was business promo. I replied, yes, so where is my business class (promo) tickets?
Long story short, I am still in Economy Basic. The supervisor said that the business class tickets were sold out so I cannot be upgraded to business class. I still have to pay for baggage fees. However, after the conversation with the supervisor, he was able to cover for premium seats (not business class) but that I have to pay for baggage fees. Ideally I wanted both seats and baggage fees to be paid because again, I have purchased business class tickets and 2 bags are included. So now, I have to dump more money in bag fees for this trip. It still baffles me that even though I demonstrated proof of my business class ticket purchase, the supervisor still wanted me to pay $3000 to fix FareScans mistake. Logic? I dont know.
If anyone else is reading this, avoid this company like the plague. Learn from my mistake and purchase reassuring tickets with the airline company. Please save yourself the headaches and spend the extra money with the actual airline website.

*****************************
Initial Complaint
07/13/2022
Complaint Type:
Product Issues
Status:
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.
I purchased 3 airline tickets in April 9th going from *********** ** to ****** ******* round trip. I received an email confirmation with the tickets and the payment of $3159. the trip is from July 30th till august 13th On July 11th I was checking the luggage policy for the tickets when I found out that the tickets were canceled I contacted farescan for resolution and since then I have been accused of canceling the tickets my self, then I was offered to pay an additional $1200 but the tickets will change to August 8th till the 25th The offer then changed to me paying an additional $700 and still from the 8th to the 25th and the last one is to pay an additional $500 and the trip will change to the 8th to the 25th I explained multiple times that I have a set time for vacation and that the rest of my family has set their vacations for the same time I refuse to pay any additional charges on this tickets because its simply not my fault I simply want the re instatement if my tickets do I can enjoy my vacation in peace
Business response
08/09/2022
We regret the inconvenience caused to the customer.
As per our record, we see that the customer booked the reservation online on the 10^th of April. Unfortunately, due to automation errors we faced issues while issuing the tickets for all the passengers and only one ticket was issued for a child but the amount was charged for the entire booking. While we were in the process of getting the other passengers' ticket confirmation, we received a notification from the airline and saw that the booking was cancelled. We then called Turkish Airline to know the reason and were informed that as per the customers request they have cancelled the reservation. We then received a call from the customer on the 12^th of July to know about the status of the booking. After several back and forth conversations between the customer and our supervisors, we have now reconfirmed the booking as per the customers requested dates. This case stands closed and no further action is required
Initial Complaint
06/16/2022
Complaint Type:
Product Issues
Status:
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.
I purchased an airline ticket through Farescan. My return flight was canceled. I put in for a refund with the airline as I was unable to get another flight. Not receiving a refund i contracted Spirit, they said they issued refund. Because it was done through 3rd party said to contact them. I did, they said they would have needed to be contacted as well to request refund. I am having issues receiving my refund and get different storied each time I call. I have received partial refund. I wa stold I would receive the refund the airline refunded. Which they could not confirm amount to me. Over 2 months now I am still waiting.
Business response
07/22/2022
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.
As per our record, we received a refund of $100.00 from ****** Airlines for booking #ZNHB3R and same has been processed from our end to the original form of payment. There is no refund due. In case of any discrepancy, the customer may contact us at **************************************
Customer response
07/22/2022

Complaint: 17437583

I am rejecting this response because:
Sincerely,

I have reached out to then several times. As well as to the airline. I was in contact with them before I thought to call Farescan. They told me they issued 2 refunds to them one for $50 transaction#********* and the other for $103.59 transaction # *********. All of this information I provided to Farescan several times.M *****************************
Initial Complaint
06/14/2022
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Due to covid, we cancel our ticket (air India) that we bought from ********.com. When we cancel our ticket, they said "Once the booking is cancelled you will have a ******* USD credit with AIR INDIA , valid for one ".After that we are trying to get the refund for a year and more that a year. Initially they said only 600$ will be refunded. Later they said $1014.02 will be refunded. They are not ready to show me any deduction from Airindia Or any statement , just 1014.02$. I have received this amount. Later they said they are working with AIrindia for rest of the amount and never get back to me. I have all the emails. They use different website to response (***************/Farescan.com etc.)
Business response
07/22/2022
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.

As per our record, we see that a refund of $1014.02 was received from Air India and same has been refunded to the customer in the form of check. As a travel agency, we can only process the amount received from the airlines end. In case of any discrepancy, the customer may contact the airline directly as we do not have any control over it. We apologize for the inconvenience.
Customer response
07/24/2022

Complaint: 17425407

I am rejecting this response because: Air India don't take our call directly as we bought the ticket from this travel agent. I ask for the proof that Air India pays this amount, They are not providing that. If you look the emails(doc) I provided they clearly said that I have
Doc(refund2) says Air India refunded only $825.02 USD, doc (refund1) says "we have already received a refund of $1014.02 USD from the Airlines and we have already send an email to our refunds department to check with the Airlines for the balance amount. Once we receive any update on it, we will inform you." Which one is true?
Doc (refund3) says "Once the booking is cancelled you will have a 2458.54 USD credit with AIR INDIA"

Sincerely,

*******************************
Business response
08/11/2022
We would like to inform you that we received only $1014.02 USD refund from Air India and a refund check was issued for the same. The refund check was posted on the 16th of May and it has already been cashed by the customer and there is no amount due. Please find attached for your reference.

As for the other amount, $2458.54 USD, that was towards a future credit voucher that Air India initially provided as per their policy and the same was advised to the customer on the 11th of Jul '2020. It was not a refund amount but a future credit voucher which means that the customer can rebook his flights and use the amount towards the new flights. However, the future credit voucher was valid until 31st of Dec '2021 and later Air India started processing the refund and we received only $1014.02 USD which was then processed. This case stands closed from our end.
Initial Complaint
06/02/2022
Complaint Type:
Billing Issues
Status:
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.
On June 1, 2022 I attempted to book flights through Farescan in the amount of $2,181.51 with my Chase debit card. Immediately, thereafter Chase blocked the charge due to fraud protection. I called Chase to advise that I did indeed attempt to book the flights and they cleared the Chase Fraud Protection but advised that I have to rebook the flights now as the original charge was blocked.I rebooked the flights with a different travel agency with payment made. On June 2, 2022 I see that the $2,181.51 is a pending charge and now debited under the name POS DEBIT TRAVEL AGENCY *********** CA. I called and discovered that it is Farescan who then advised that they were able to clear this charge even though Chase told me to rebook it. Farescan is stating this is a non-refundable charge and are refusing to provide a full refund and now I am struck with two of the same bookings. (Exhibit attached with bank statement showing the two charges and specifically the one from Farescan under POS DEBIT TRAVEL AGENCY *********** CA which has now caused my account to be negative.I spoke to "*****" at Farescan who refused for me to speak to a manager and advised that it is my fault that this happened. I have two of the same flight bookings to the same reservations because Farescan apparently rebooked the flights without my authorization once they were initially blocked by Chase. I have discussed this with Chase who have advised it is inappropriate for Farescan to do this without advising their clients. I also asked for Farescan's address or general counsel information so I can file suit with "*****" refusing to provide. He said the address is on the website. The address is not listed on the website as I am seeking to file suit in the proper jurisdiction due to these type of predatory practices.
Business response
07/22/2022
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.

We have checked and found that the booking was made on the 02^nd of June and it was a credit card decline case and an email was also sent to the customer. We then received a call on the 3^rd of June and one of representatives assisted the caller in cancelling the reservation. A full refund has already been processed from our end and this case stands closed.

We apologize for the inconvenience caused to the customer.
Initial Complaint
05/18/2022
Complaint Type:
Product Issues
Status:
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.
I purchased airfare on ********* Airlines via Farescan. The pandemic shut the world down. After fighting for two years and contacting the *** of ********* Airlines they returned my money but returned it to Farescan in April 2022. Farescan is now trying to keep the money citing that Im canceling the reservation from two years ago and that is reason for them to keep $300 of my money. So I was made whole by the airline because no service was rendered and Farescan is keeping my money just because they feel like it and not acknowledging the fact that world was closed duty the intended time of travel. So my alleged canceling entitles them to keep nearly 285 dollars of my money when no flights were moving from ** to ********.
Business response
07/22/2022
Dear *******,

We regret the inconvenience caused to the customer.

As per our record, we see that the customer contacted us on 19^th of May to know about the refund and one of our customer representatives assisted the caller. As per the approval received from the customer a refund of $1013.64 USD has already been processed through check. In case of any discrepancy, the customer may contact us at **************************************, and we shall take necessary action to restore faith in us.
Initial Complaint
04/19/2022
Complaint Type:
Product Issues
Status:
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.
I wanted to buy 2 round trip tickets to & from ***** on 3/15/22. The total cost said $322. After I paid the return date changed to 3/22. I was also charged over $700. I immediately called a listed number that was disconnected. I called a different customer service number. The man yelled at me & threatened not to tell my bank. He then told me he would fix the dates for an additional $120 or take all my money. I told him that is fraud. He then offered to refund me $420. I want a full refund. He refused. He called me back later & yelled at me & threatened me not to contact my bank.
Business response
07/22/2022
We regret the inconvenience caused to the customer. Given the attention we devote to every client, this is not at all usual and this incident will not pass un-scrutinized.

AS per our record, we see that one of our representatives have had word with the customer and as per the request, booking was cancelled and a full refund of $712.66 USD was processed to the original form of payment on the 20^th of April. This case stands closed from our end.
We apologize for the inconvenience caused to the customer
Initial Complaint
04/16/2022
Complaint Type:
Order Issues
Status:
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.
December 19th 2019. Amount paid 974CAD + 200USD (unsure of date)The details of my complaint have already been posted.I used the name TT SS... I posted April 16th 2022. I should also mention that they have emailed me saying they are waiting for the airline to send them the money. But the airline, upon my research, actually went out of business December 2020 due to COVID. So they are just bullsh**ting me. The attached picture is them confirming that they will give me a refund. This was Nov 2020. The whole ordeal began in April 2020.
Business response
07/22/2022
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.

We would like to inform you that we have been sending several reminders, however we havent received any funds from the airlines until now. As a travel agency, we cannot process any refund unless the airline approves it. The customer has been informed about the same and unfortunately, the efforts to getting the refund has turned futile.

We request the customer to send a request directly to the airline keeping us in the loop. We are willing to provide all the help that the airline may require from us to approve the refund.
We appreciate your role in bringing this to our notice.

Customer response
07/23/2022
Hi there, they are sending a generic email in response without looking into the case. The airline I booked through has ceased all operations (Interjet). So there is noone to reach out to.
Please send me my refund as I have been guaranteed that by this company
*******************************
Initial Complaint
04/08/2022
Complaint Type:
Customer Service Issues
Status:
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.
I purchased the Airline ticket with them on 4/30 from *** to ***. The cost was $317.04 for 3 tickets.FareScan - Trip Information - ********** I received the email on 4/6 that unable to confirm. This was after 6 days where the prices are doubled.Unable to Confirm Your Reservation! REF # **********PNR AIR0201 "Unfortunately, we were not able to confirm your booking due to a possible change in fare or inventory of the airlines at the time of booking. This happens very rarely and possible reason could be multiple passengers trying to book the same flights at the same time."I reached out to support and they lied that email was sent on same day. I never received email and was confirmed when i purchased. The customer service person was not supportive.
Business response
07/22/2022
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.

We would like to inform you that the 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.

The Airline selected were unable to confirm the flights for a fare the customer had requested. As a result, the booking stands cancelled and nothing was charged to the credit card and same was advised to the customer. This case stands closed from our end.
Initial Complaint
03/23/2022
Complaint Type:
Billing Issues
Status:
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.
Booked through the FareScan website, paid for airfare, baggage and "selected seat fare" for six passengers. When I accessed the reservation through Spirit (the airline FareScan booked), there was not record of seats for any passengers, and two bags on the way there, one on the return. Airline is saying I will need to pay additional fees for seats and baggage, but FareScan was unable to say what I paid to them actually covered. I would like the baggage and seat charges refunded, as the charges were misleading and not explained. When I spoke with "Maverick" he informed me that I should have known the amount I was paying would not have covered seats and baggage for all, which I didn't know since one would assume when you are buying airfare for 6, that the charges for seats and baggage would have been for all passengers.
Business response
07/22/2022
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.

As per our record, we see that the customer opted for Choose your Seats and not Seat Assignment for an amount of $119.70 USD which allow the passengers to select seat preference such as window, Aisle or closest to front which will be forwarded to the airlines involved in the reservation. Confirmation of seats are not guaranteed as it depends upon the availability and airline guidelines. In case of paid seats, passengers are required to pay the airline fees over and above the fee paid for Choose ********* Services. We would also like to inform you that a refund of $883.48 for booking # WCT95F has been processed to the customer on the 6^th of *****. This case stands closed from our end.

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