Complaints

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While calling ****** airlines to cancel flights for my family of 5, we were apparently redirected to this company which immediately charged us $200.99 in "cancellation fees" with a promise that the full amount charged for the flights ($821.35) would be made available to us for flight credit. E-mail correspondence from ************************* was provided outlining the terms, which did not include any details about rebooking fees or expiration dates. Upon attempting to utilize the flight credit for a future ****** airlines booking, I was informed [directly by ******] that no such flight credit existed. When I called this travel booking agency, they told me the same thing. When I pressed to speak to a supervisor (***** *****), they proceeded to tell me that the credit was available, but I would have to pay an ADDITIONAL $100 fee PER TICKET. This rendered the entire flight credit almost useless ($700.99 in fees to get $821.35 back, or $121.25/5 = only $24.25 per person). After substantial arguing about the lack of the terms in the written agreement, ************** admitted the transaction wasn't fair... and then proceeded to tell me he would refund the fees... but that it would take 4-6 weeks for the credit to post. That never happened, and every single time I called back they just put me on hold while I waited ***** minutes for a supervisor that never showed up. I called ***** times attempting to get this resolved without any luck. This company is disgraceful, taking advantage of customers unabashedly with loose terms that aren't explained either on the phone or in writing. And, how they handled my request to address this unfair transaction exposed to me a front line of SCAM-ARTISTS on the phone, waiting to prey on your misfortune. I could easily win back my $$ in small-claims court, as all of the correspondence would hold up. Unfortunately, the amount involved doesn't warrant that path. I lose. Here's my warning to you to stay FAR away from this company!

  Business response

  04/08/2024

   

  Hi Dear , 

   

  This is to provide a comprehensive summary of the recent interactions involving the flight cancellation request made by
  ******************* on behalf of her family, including her husband *************************, and the subsequent issuance of flight
  credits.
  On March 13th, 2023, ******************* contacted our agency to request the cancellation of her husband's flight, along with
  her family members, from ******* to *******, ******. Despite the passengers being unable to board the flight,
  resulting in the forfeiture of the entire amount paid, we facilitated the cancellation process and issued flight credits
  totaling $******. This equated to $****** per passenger, as outlined in the confirmation details provided below:
  
  
  Confirmation Code: ******
  Passenger Name: ***********************
  Passenger Name: *********************
  Passenger Name: *******************
  Passenger Name: *******************
  Passenger Name: *************************
  
  
  Subsequently, ************************* contacted our agency upon the expiration of the flight credits, seeking to re-book flights
  for himself and his family members. It is important to clarify that our agency did not guarantee the re-booking of flights
  using the expired flight credits. Furthermore, ****** Airlines had already forfeited the flight credit, and any assertion of
  fraud or scam in this regard is entirely baseless. The original charge to the passengers' credit card was made to offer
  flight credits for their intended flights.
  In conclusion, I trust that this provides a clear overview of the events surrounding the flight cancellation and credit
  issuance for the ****** family.
  
  
  Fri, Mar 29, 2024
  
  
  Thank you for choosing ******.
  A receipt of your purchase is shown below. Please retain this email receipt for your records.
  Get ready for your trip: Visit the ******************** your one-stop digital assistant, to find out
  about important travel requirements specific to your trip.
  Confirmation Number:
  ******
  ****** * ** * ****** ****** ****** ******* *** **** *** *** **** **** *** *** **** ***** ** ***** ** ******** *** ** ***** ******** *** ** ***** ******** ******* ******************* ******* ******* ************* ****** ******* ***** ************** ******* ******* ************* ****** ******* ***** ************** ******* ******* ************* ****** ******* ***** *************** ******* ******* ************* ****** ******* ***** ************* ******* ******* ************* ****** ******* ***** ******** ******* ****** ** ******** **** ****** ** **** **** ** ********* **** *** *** **** ******** ****** **** ************** **** **** **** ****** ******* **** **** ********* **** ******** **** **** **** ********* ******** ******* **** ***** *** ********** ****** *** ****** ****** ***

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On January 6, **** I missed a flight from ******* to ******* due to a gate change. The customer service kiosk was very backed up so I called the American Airlines 800 number. I got an agent saying they could rebook me on the afternoon flight but I would have to pay $326.85. I was surprised, thinking that it would be similar to the same day change, but ask if that was my only option and they said it was. So I approved the charge and was booked on the afternoon flight. I never received a new ticket or any new boarding pass information. They said my original one would work along with my original confirmation number. Shortly after that, I went back to a customer service kiosk in the airport, and there was no one there, so I stopped in and spoke to the agent and explained the circumstances. She said I should not have been charged for the change and she could book me on that afternoon flight and cancel the original charge. I was pleased with that. Until I got my credit card statement and saw that there was a charge on there for $326.85 to airfare hub LLC. I was assuming this was American Airlines and contacted them via their customer service complaint portal. The agent that was trying to help me kept insisting that she needed a ticket number, I told her the only ticket number I had was my original ticket number. Eventually, she stopped replying to my emails. I went back through my emails and I found message about the booking and I noticed that it had a phone number to call at the bottom. It was an 844 number that I did not recognize as being an American number. I called the number and spoke to someone with a foreign accent , and explained that I needed a ticket number. He was a but kept insisting that all I needed was my confirmation number. I assured him that American said that was not sufficient. Eventually, he identified the company as being airfare and said they were an authorized merchant for American Airlines. At that point, I begin to get very suspicious, and I confronted him saying that no one ever identified themselves as a different company. I assumed all along it was American.

  Customer response

  02/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Airfarehub LLC regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  24AUG23 - called ************ for ******** Airlines and got ******** Service Agent ***************************************. Thinking I was talking to ******** Airlines, I said I needed to change or cancel a reservation, due I was recovering from Covid and was not up to travelling on 31AUG. He advised the additional collection for changing would be $1500. If I cancelled and provided medical documents, he would ask for full ecredit of what we had originally paid $1267.80 total for two of us. He put me on hold for 8 minutes and came back and said it was approved that if I provided the medical documents, we could get full ecredit to be used later. I said I would think about it and let him know.25AUG23 - *************************************** called me and advised first it would be a $200 cancellation penalty and later in the conversation, he made a correction to $300 saying "due to load factor" the rate was $300. He was very firm that it was either I paid the $300 or I would risk not getting anything for our original booking. He got very disturbed and impatient when I said he was not getting me a full ecredit; we would only be netting $967.80. He scammed me into believing he was a ******** agent and that if I didn't cancel the original reservation and pay the $300, I would risk losing everything. So I gave him my credit card # and auth $300. He had me auth the cancellation via email and accept the $300 charge.26AUG23 - The whole thing did not seem right to me. I felt it was a scam. So I went online again to the ******** site and saw that the original reservation had not been canceled like *********** had advised. I then went ahead and rescheduled for November and the additional collection was $327, not $1500. This confirmed I had been scammed. I then sent an email to *********** and team saying "do not cancel record locator ************** - *********** advised the record was canceled and e credit already in process. I confirmed it was not canceled and remained intact as I had rebooked it.

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