Complaints

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:04/02/2025

  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 flight reservations through CheaperFlightsFares (CFF) on 3/525 from ******, ** to ****** and paid $3970.44 via credit card. I was told I had 24 hours to cancel the reservations. My daughter told me the same flights were available from the same airline for much less. I called CFF within 24 hours and was told there would be a $300 charge to cancel my reservations regardless of what I was told while making the reservations. When I tried to cancel and pay the $300 I was told my credit card would not be refunded for 60 to 90 days. I was told *** would refund me $570 if I changed my departure time from 10:20 PM to 5:45 PM which I agreed to do. I received an email confirming this refund. Several days later I received a satisfaction survey email and completed it stating my inability to cancel. Minutes later I was called by *** asking me to remove my survey in return for another $270 refund. I agreed and my credit card was immediately refunded the $270. I was never refunded the $570. When I called CFF I was told the $270 was my only refund regardless of the email I received about the refund. I contacted my credit card company who agreed I had a valid case and reversed my payment minus the $270 I had been refunded for removing my negative review. *** has harassed me endlessly since then. They have called me 10 times in a row while Im seeing patients in my office and emailed me repeatedly. I have asked them repeatedly to stop contacting me and harassing me. They continue to do so. They sent me boarding passes recently for reservations I have canceled.

  Business Response

  Date: 04/02/2025

  Dear *******,
  
  Thank you for bringing this matter to our attention.
  
  We have carefully reviewed your complaint and examined the details of your booking. Our records indicate that you were originally booked on a flight departing from ****** on August 1, 2025, at 10:20 PM, arriving in ****** on August 2, 2025, at 1:35 PM. You subsequently contacted us to inform us that you had found a cheaper alternative for a flight with different timings.
  
  Our team assisted you in switching to the new flight, which departed ****** on August 1, 2025, at 5:45 PM and arrived in ****** on August 2, 2025, at 9:15 AM. At that time, you were offered a total refund of USD ****** (comprising USD ****** + USD ******). However, we later became aware of your dissatisfaction, and due to an oversight, only USD ****** was processed as a refundwith your consentto the original form of payment.
  
  We acknowledge the confusion in this situation and understand how it may have occurred. In light of this, we are prepared to refund the remaining USD ******. However, we are currently unable to process this refund due to an active financial dispute filed by you with your financial institution. For us to proceed, the dispute must first be withdrawn or closed. Once this is resolved, we will promptly process the remaining refund.
  
  Please let us know once the dispute has been resolved, or if you require any further assistance in this matter. We appreciate your patience and understanding.
  
  Regards,
  ********* ****
  Manager - Customer Resolution Team
  ?? : ****************************
  ? Support Team : ************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT
  
  

  Customer Answer

  Date: 04/02/2025

  
  Complaint: 23150677
  
  I am rejecting this response because: I want Cheapflightfares to stop harassing me. I've asked them repeatedly to stop contacting me. They have never offered a $300 refund. I do not want a refund. My credit card company has reversed the charge.
  
  
  
  Regards,
  
  ******* ******

  Business Response

  Date: 04/06/2025

  Dear *******,
  
  Thank you for your email.
  
  We have carefully reviewed your response, including your request not to be contacted. However, we also noted that you have raised complaints and disputes regarding this matter. Please understand that due to the nature of these actions, we are obligated to engage with you as necessary to address and resolve the issue appropriately.
  
  We sincerely aim to minimize any inconvenience to you, as it has never been our intention to cause disruption. That said, your dispute requires a formal response and further communication to ensure a fair resolution.
  
  For your reference, your case has been escalated to our dedicated financial disputes team, which consists of experts well-versed in handling such matters with financial institutions. They will manage the process efficiently and work toward a resolution in accordance with applicable policies.
  
  We appreciate your understanding and cooperation. Should you have any further questions or concerns, please dont hesitate to reach out.
  
  Regards,
  ********* ****
  Manager - Customer Resolution Team
  ?? : ****************************
  ? Support Team : ************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT
  
  

• Initial Complaint

  Date:03/29/2025

  Type:Order 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.

  They gave me a price for two tickets ($707.24 each) and charged me $744.71 for one and ****** for the other one. In one of the itinerary/eticket confirmation they send me it says at the bottom that is the amount I paid is $707.24 and in the other one there is a line item with the description "Additional Collected Amount...$89.47". They did not explain the reason for this in the two phone calls I had with them.

  Business Response

  Date: 03/29/2025

  Dear ****,
  
  Thank you for bringing this matter to our attention.
  
  We are writing to confirm the details discussed today. As agreed, we have processed the refunds outlined below for you. We now request you to contact your financial institution to withdraw the pre-dispute process and close all your complaints.
  
  Refund Details:
  
  Return Card Number: **** **** **** 8942
  Card Type: Mastercard
  Transaction ID: **********
  Invoice Number: 2393451
  Refund Amount: $89.47 USD
  
  Return Card Number: **** **** **** 8942
  Card Type: Mastercard
  Transaction ID: **********
  Invoice Number: 2393469
  Refund Amount: $37.47 USD
  
  Please note that refund processing times may vary depending on your financial institution. Typically the time frame for such refunds is within 7 business days. If you have any questions or require further assistance, feel free to reach out.
  
  We appreciate your cooperation in resolving this matter.
  
  Regards,
  ********* ****
  Manager - Customer Resolution Team
  ?? : ****************************
  ? Support Team : ************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT

  Customer Answer

  Date: 03/29/2025

  
  Complaint: 23132863
  
  I am rejecting this response because:
  
  

  they claim they have refunded the overcharged amount. I havent seen evidence of that yet. Will call my bank tomorrow.  
  Will update. 
  
  
  Regards,
  
  **** *******

  Business Response

  Date: 04/10/2025

  Dear ****,
  
  Regarding the closure of this complaint, you mentioned in our last interaction via BBB, that you would verify the refund status with your financial institution and provide an update. For your reference, the refunds were processed from our end as detailed below and should have reached your account by now.
  
  Refund Details:
  
  Return Card Number: **** **** **** 8942
  Card Type: Mastercard
  Transaction ID: **********
  Invoice Number: 2393451
  Refund Amount: $89.47 USD
  
  Return Card Number: **** **** **** 8942
  Card Type: Mastercard
  Transaction ID: **********
  Invoice Number: 2393469
  Refund Amount: $37.47 USD
  
  To finalize this matter, we kindly request that you contact your financial institution to withdraw the pre-dispute process and formally close all online complaints by retracting them.
  
  Should you require any further assistance, please dont hesitate to reach out. We appreciate your cooperation and patience throughout this process.
  
  Regards,
  ********* ****
  Manager - Customer Resolution Team
  ?? : ****************************
  ? Support Team : ************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT

• Initial Complaint

  Date:03/07/2025

  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.

  On 1/18/25 we purchased a 1 way business class ticket on *********. The ticket was apparently being sold by ************************, not the airline as we were lead to believe.The business class ticket was for my daughter, ***** ******.The ticket was for a business class ticket on *************** from ******** to *************** then *************** to ******. The date of travel was 2/17/25, departing from ********, *******The total cost of the ticket was $1,696.91 and was paid on my **************** card.The ticket # was: *************.The confirmation # was BA/DJZBNP.When we arrived at the *************** counter at **************** early on the morning of 2/17/25, we were told that the ticket had been cancelled.We were told by *************** that we had to contact **************************************************** to find out what the problem was.We were also told by the *************** agent that a note had been made in the reservation stating 'death of mother'. This was not only inaccurate as I am the mother and it was deeply disturbing that a company would make up such a horrible lie in order to cancel a ticket.We spent a long time on the phone with ****************************************************. They denied any responsibility and were not able to explain what happened nor offer any means of resolving the issue at hand.Further, they were completely unbothered by the fact that they were stranding my daughter at the *****************They never apologized for what they did and outright lied to ***** they were not able to provide any solutions for us, our only option was to purchase a ticket on the spot at the airline counter.We were promised a refund within 7-10 business days and that has not happened.The way that they operate is completely unethical.

  Business Response

  Date: 03/08/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns regarding the cancellation of your daughters flight. We sincerely apologize for the distress and inconvenience caused to you and your daughter during this experience.
  
  We would like to clarify the situation regarding the flight booked on January 18, 2025, with ticket number *************. The flight was issued correctly at the time of booking. However, the cancellation was initiated by the airline, not by ************************. Upon being informed of the cancellation, our supervisor immediately contacted the airline to resolve the matter and ensured that a full refund would be processed.
  
  The refund was to be issued in two parts:
  1. USD ******** from the airline to the card ending in 1005.
  2. USD ****** from ************************ to the original form of payment.
  
  We understand the frustration and inconvenience this situation caused, especially with the inaccurate note in the reservation and the lack of immediate resolution at the airport. This is certainly not the experience we want for any of our passengers, and we deeply regret the distress it caused. We would like to assure you that this issue did not stem from any action taken by ************************. However, we take responsibility for ensuring that our customers are supported in such situations, to the optimal extent.
  
  We noticed you mentioning that you haven't received the refund yet. We would like to clarify which part are we referring to here and we will take action accordingly. Please write to us at ***************************** with your response.
  
  Once again, we apologize for the inconvenience and distress caused.
  
  Regards,
  ********* ****
  Manager - Customer Resolution Team
  ?? : ****************************
  ? Support Team : ************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT

  Customer Answer

  Date: 03/09/2025

  
  Complaint: 23035683
  
  I am rejecting this response because:

  Your claim that you are not at fault for the cancellation of the ticket is not true.  We were told at the check in desk at the airport by *************** that your company cancelled the flight and that the commentary for justifying the cancellation  was 'death of mother'.  Not only are you not taking ownership for your actions but you have not addressed the fact that the reason for the cancellation was my supposed death.  The fact that a business would fraudulently use this excuse as a cause for cancellation is appalling.  You also have not taken any responsibility for the fact that your company's actions left my daughter stranded and forced us to purchase another ticket in order to get her home.  This is not an acceptable way of conducting business.

  My husband spent many hours speaking with your staff and after being repeatedly lied to about the status of the ticket (we had called because we were alarmed when we couldn't check in online), we have no reason to believe anything that your company says.  To date the only refund that we have received is your $140 commission.  
  
  Regards,
  
  **** ******

  Business Response

  Date: 03/13/2025

  Dear ****,
  
  Thank you for sharing your concerns with us. We would like to address the points raised in your email and provide clarity on the situation.
  
  We stand by the fact that the cancellation was not initiated by ************************, and the tickets were issued correctly, as evidenced by the generation of ticket number/s. The reason for the cancellation was not provided by us, and we have no record of initiating it.
  
  After carefully reviewing your statements, we noticed that some accusations were made without full consideration of the facts from our end. Please allow us to explain with examples:
  
  Accusation:
  "Further, they were completely unbothered by the fact that they were stranding my daughter at the ****************. They never apologized for what they did and outright lied to us. As they were not able to provide any solutions for us, our only option was to purchase a ticket on the spot at the airline counter."
  Our Response:
  In our previous communication, we stated: "Thank you for reaching out and sharing your concerns regarding the cancellation of your daughters flight. We sincerely apologize for the distress and inconvenience caused to you and your daughter during this experience. This is certainly not the experience we want for any of our passengers, and we deeply regret the distress it caused."
  
  Accusation:
  "Not only are you not taking ownership for your actions but you have not addressed the fact that the reason for the cancellation was my supposed death. The fact that a business would fraudulently use this excuse as a cause for cancellation is appalling."
  Our Response:
  We previously mentioned: "We understand the frustration and inconvenience this situation caused, especially with the inaccurate note in the reservation and the lack of immediate resolution at the airport. We would like to assure you that this issue did not stem from any action taken by ************************."
  
  Accusation:
  "You also have not taken any responsibility for the fact that your company's actions left my daughter stranded and forced us to purchase another ticket in order to get her home."
  Our Response:
  We acknowledged: "However, we take responsibility for ensuring that our customers are supported in such situations, to the optimal extent". Buying a new ticket at that time, at the airport, was the only option available."
  
  Accusation:
  *"To date the only refund that we have received is your 140 commission."***
  Our Response: 
  We appreciate your acknowledgment of the refund of US ****** being received. However, we would like to clarify that this amount is not a "commission." Commissions are an internal part of the travel industry, a point of connect between the agency & the airline only and are non-refundable under any circumstances.
  
  Once again, we sincerely apologize for the inconvenience and distress caused to you and your daughter. Should you have any further questions or require additional assistance, please do not hesitate to reach out.
  
  Regards,
  ********* ****
  Manager - Customer Resolution Team
  ?? : ****************************
  ? Support Team : ************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT

• Initial Complaint

  Date:02/18/2025

  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.

  I booked a flight using ************************ for $224.00. About 20 minutes after booking the flight their "reservation specialist" contacted me stating the flight went up $80. The new price was the same price I would have paid if I booked the flight myself on **************. ************************ should not advertise lower prices they cannot honor. In this scenario if the price was the same, I would have just booked it through the airline. There was no reason for me to pay ************************ for their services.

  Business Response

  Date: 02/27/2025

  Dear ****,
  
  Thank you for bringing this matter to our attention. We have carefully reviewed the details of your booking and studied your complaint.
  
  Upon investigation, we observed that the fare for your reservation did fluctuate. This is a common occurrence in the travel industry due to factors such as availability of seats in a perticular class of service, which are beyond our control. However, we fully understand your concern and are committed to resolving it for you.
  
  If the difference of USD ***** is the primary point of concern, we would be glad to refund this amount to you as a goodwill gesture. This refund will be processed from our company account to demonstrate our commitment to exceptional customer service and to bring this matter to a satisfactory resolution.
  
  To proceed with the refund, please contact us using the information provided below. We will confirm the resolution and initiate the refund process promptly.
  
  Thank you for giving us the opportunity to address your concern. 
  
  Regards,
  ********* ****
  Manager - Customer Resolution Team
  ?? : ****************************
  ? Support Team : ************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT

• Initial Complaint

  Date:02/10/2025

  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 was ripped off. I tried to purchase a rental truck for the week of Thanksgiving on 2024. I called this company, November 20th. Gave him my credit card number with the code, and they said they were having problems with it going through I. Gave it to him again, and and they told me to try and call the bank, so I hung up. And tried calling somebody, I tried to call them back and the number was disconnected. So I called my bank and tried to stop payment on that, and the bank told me I had to wait 7 days because it was on my card. So I waited 7 days and called the bank back to cancel it. They canceled it, and then this company charged my card again, and somehow they told the bank that they had proof that I had taken a flight. And sent them documents, well, I didn't take a flight anywhere and I never got my rental car right? This business is a scam.I tried talking them today to get a refund.And they told me they had no record of my phone number

  Business Response

  Date: 02/14/2025

  Dear ******,
  
  Thank you for bringing this matter to our attention. 
  
  All charges processed by ************************ are directly associated with a specific booking. Our accounting and payment systems are designed to link every transaction to a corresponding reservation within our database. This linkage is crucial for tracking, auditing, and reconciliation purposes, ensuring transparency and accuracy in our billing practices.
  
  In an effort to resolve your query, we meticulously searched our database for any booking records associated with your name as the passenger, the name of the credit card holder you specified, the email address you provided, and the phone number you included in your correspondence. We explored various potential scenarios and permutations of the provided information, including misspellings and partial entries, to ensure a comprehensive search. Unfortunately, our efforts to locate a matching booking record have been unsuccessful thus far.
  
  Without a corresponding booking record, it's extremely difficult for us to determine the origin and legitimacy of the charge you're questioning. Our standard operating procedure dictates that we cannot process any payment without a valid reservation to which it can be attributed. 
  
  At this juncture, we kindly request that you double-check the merchant name as it appears on your credit card statement. Confirming the exact merchant name will help us ascertain whether the charge originated from ************************ or another entity. 
  
  Alternatively, if you're comfortable sharing a copy or screenshot of the relevant section of your credit card statement that displays the charge, you can send it to us securely at ****************************** Our team will then be able to conduct a more granular analysis of the transaction details and attempt to trace its origin. Please be assured that any information you provide will be treated with the utmost confidentiality and used solely for the purpose of resolving this issue.
  
  While it is highly improbable that the charge originated from our end without a corresponding booking record, we remain committed to exploring all possibilities and providing you with a satisfactory resolution. If, upon further investigation, we determine that the charge was indeed processed by ************************, we will immediately initiate a thorough investigation and, if necessary, process a full refund to your account.
  
  However, if the charge is not attributable to ************************, we will gladly provide you with guidance to help you pursue the matter with the appropriate financial institution or vendor. 
  
  Please do not hesitate to contact us if you have any further questions or require additional assistance.
  
  Regards,
  ********* ****
  Manager - Customer Resolution Team
  ?? : ****************************
  ? Support Team : ************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT

• Initial Complaint

  Date:01/23/2025

  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.

  Booked a round trip flight through kayak with the company. When I called the airline they said we had a third flight booked with them several weeks after our trip from ****** to *********. I never booked this third flight. When I called the company they said they would remove it and never did. There is something very sketchy going on at this company. I dont know what theyre doing with the third flight but its very concerning. Didnt know where else to report this so hopefully you can have someone in law enforcement look into this company.

  Business Response

  Date: 01/23/2025

  Dear *****,
  
  Thank you for bringing your concern to our attention. We have thoroughly reviewed your complaint and examined the details of your booking. It appears that you are booked on a negotiated category fare that applies to gateway sectors available with the airline.
  
  In simpler terms, you may see an additional segment in your itinerary, but it should not have been displayed. Most importantly, it does not affect your booking in any manner. We kindly request that you disregard the extra flight. Rest assured, your booking is confirmed, and you can be stress-free and confident about your travel plans.
  
  We wish you a safe and smooth journey.
  
  Regards,
  ********* ****
  Manager - Customer Resolution Team
  ?? : ****************************
  ? Support Team : ************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT

• Initial Complaint

  Date:12/19/2024

  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 purchased flight ticket from them, receibed confirmation. Later the same day they called me and said that airline company raised the price and I have to pay extra. Scammers. They wanted me to pay and I refused. Shortly after they called and said that my ticket with original price is granted.

  Business Response

  Date: 12/19/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention.
  
  With the introduction of basic economy tickets and the practice of ultra-low-cost carriers overbooking passengers and then bumping them, travel has become more complicated and volatile. When we reviewed the details of your booking, we observed that your ticket was auto-sent to the airline for issuance. In most cases, the airline returns with the ticket number, and an auto-email with the e-tickets is sent to the customer. However, in your case, the tickets were not issued, and the booking was rejected.
  
  The most logical action at that time was to re-submit your booking for confirmation, but the fare had changed. If the fare difference had been minimal, we would not have contacted you. However, the increase in your fare was significant. Therefore, we contacted you to inform you of the change (please note that your payment was not charged by this point). You declined to pay the fare difference.
  
  But as a testament to the service we provide, we absorbed the fare difference for you. We are pleased to inform you that the tickets were successfully issued, and a "good to travel" ticket has already been sent to you.
  
  Thank you for your understanding and cooperation. If you have any further questions or need additional assistance, please feel free to reach out.
  
  Regards,
  ********* ****
  Manager - Customer Resolution Team
  ?? : ****************************
  ? Support Team : ************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT

• Initial Complaint

  Date:12/10/2024

  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.

  ***** company charged me $150 to cancel flights that I cancelled due to them not sending me my actual tickets on time. I looked up the flights the reservation number they gave me on ***************** and it was non existent. I cancelled my reservation with them befrie ********************************** a $150 fee. They also tried to lie and say 24 hours passed. Never used this scam company that is based out of ***** and only use an India call center. I would like my $150 cancellation fee they charged me due to me never receiving the tickets I was supposed to receive.

  Business Response

  Date: 12/20/2024

  Confirmation of Refund Processing - ***** ****** - Booking ID: *******
  
  Care CFF Dec 19, 2024 8:55?AM (0 minutes ago) to ************************************************************* you for discussing this matter with us. 
  
  With reference to our telephonic conversation today, we confirm that we are processing a refund of USD ****** for you. This refund is being processed as a gesture of goodwill in response to the dissatisfaction you experienced and brought to our attention. We have closed this matter in our records with the aforementioned refund. 
  
  The refund will be processed within ***** working hours from our end. Please note that your financial institution may take an additional 72 business hours to present the refund to you. Please expect the refund to be completed by next week. 
  
  Thank you for your understanding and patience. Please feel free to connect with us if you require any further clarification. 
  
  Regards, 
  Marcellus King 
  Manager - Customer Resolution Team 
  ? : **************************** ? 
  Support Team : ************** / ************** (Call availability: 24 X 7) ? 
  Direct Line : ************** (Call availability: ********* hours EDT)
  
  

  Customer Answer

  Date: 12/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:12/07/2024

  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.

  This continues on with every other complaint I have no read about this business. They advertise a fare, you go through the process of booking the flight, you give them all your credit card info and data, you click book, they send you and email saying booking confirmed and you think you have a ticket. I double checked everything because Ive heard that these third party sites aim to cheat you. Sure enough, I look closer and the payment hasnt gone through. I called. Sat on customer service, was interrupted continuously. Asked for a supervisor who then started to argue with me looking at another persons file. She had the wrong information and did not confirm who she was talking to. The explanation was that the airline prices changed. The airlines have had had an increased price all week. Ive noticed that this website has advertised a lower fare all week. This is a deceptive and predatory company praying on the masses of people who think they are getting discounted flights. It should not be allowed to operate.

  Business Response

  Date: 12/18/2024

  Dear Maia,
  
  Thank you for bringing this matter to our attention.
  
  We have thoroughly reviewed the details of your booking and your complaint. We request your understanding in this matter, as the travel industry operates based on two key factors: availability and fares. Given the current volatility in travel, there are instances where ticketing requests auto-sent to airlines may be rejected.
  
  In such scenarios, we generally do not contact the passenger immediately and try to resolve the issue internally. However, if it becomes impossible to secure the booking, we have no choice but to inform you. When we contact our customers, we are prepared with alternative options that can be offered if necessary.
  
  In your case, when you interacted with us, we provided the available options, but you were not satisfied with them. As a result, the booking was closed and marked as cancelled. Please be assured that you were never charged for this booking, as it was initially rejected by the airlines.
  
  We apologize for any inconvenience this may have caused and appreciate your understanding. If you have any further questions or need additional assistance, please feel free to reach out.
  
  Regards,
  ********* ****
  Manager - Customer Resolution Team
  ?? : ****************************
  ? Support Team : ************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT

• Initial Complaint

  Date:11/11/2024

  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.

  On 11-8-24 I received an alert from that due to inclement weather my connecting flight would most likely be delayed or cancelled with suggestions of rerouting or changing the reservation if possible without charge. Because additional airports were an ******** there were 5 of us we decided to call vs. attempting to make changes online. A co-worker with me on this trip googled customer service for Southwest and called the number. 1. The agent we received gave the impression he was with Southwest. 2. He gave us a flight option on the day we wished to travel but after booking it was the day after.3. He told us that our connecting flight was already canceled which it ended up not being canceled but because he informed us of that we made the change in flight. 4. We provided our credit card information thinking we were providing the information to a Southwest agent and we were charged $256. Confirming with Southwest that the changes were not made through ********* would not have been charged for changing the flight. 5. We have been unable to get a receipt for this transaction which we would need for company reimbursement (if they even will since the flight was in fact not canceled). 6. I was told by a bank that the company is called Cheap Flight Fares but my statement says **************.

  Business Response

  Date: 11/22/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed the details of the transaction in question, as referenced in your complaint.
  
  Upon re-checking our records, we observed that you contacted us on November 8, 2024, to request a change to your flight. With your consent, our representative proceeded to assist you with this request. We understand that there may have been some confusion at your end, especially since part of the interaction was initiated online. This limits our ability to take liability for those actions. Nonetheless, we would like to address the specific allegations you raised:
  
  1. You mentioned that the agent gave the impression of being with ******************. Please be assured that our agents are strictly trained not to impersonate any other entity. We take such matters seriously and refrain from any actions that could be misleading.
  2. You stated that the flight option provided was for the desired travel date, but the booking was made for the following day. This change was made with your consent. We apologize for any inconvenience this may have caused.
  3. You were informed that your connecting flight was canceled, which influenced your decision to change your flight. Our agents provide information based on the latest updates available in our system. If there was an indication that the flight would be affected, it would have been communicated accordingly. However, flight statuses can change, and we regret any confusion this may have caused.
  4. You provided your credit card information under the impression that you were dealing with a Southwest agent and were subsequently charged $256. The changes were made with your consent, and fare differences can vary over time. We understand your concern and always provide crisp information to avoid any misunderstanding.
  5. You mentioned not receiving a receipt necessary for company reimbursement. According to our records, an invoice was sent to ******************************* on November 13, 2024, at approximately 3:30 PM EDT. Please check your email, including the spam/junk folder, for this document. If required, please connect with us anytime one more time and we will be able to send the receipt again.
  6. You were informed by your bank that the company is called Cheap Flight Fares, but your statement shows "AirFareCharges." This is correct, as the charges related to your airfare will appear under "AirFareCharges."  as they are charges related to your airfare.
  
  We hope this clarifies the situation. If you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Thank you for your understanding and cooperation.
  
  Regards,
  ********* ****
  Manager - Customer Resolution Team
  ?? : ****************************
  ? Support Team : ************** / ************** (Call availability: 24 X 7)
  ? Direct Line : ************** (Call availability: ********* hours EDT