Airfare.com Reviews

Don Mahawatta,

I can totally understand your frustration with a few of our policies, but please understand that dealing with a travel agency and dealing with an airline are totally different. Airfare.com is a wholesale operator, this is like buying in bulk. It clearly states on our website that once a reservation is booked we can not cancel a reservation for free and that all/most tickets are non-refundable. I do not agree with our agent trying to charge the you the full change fee amount to do your name corrections however he was following our polices. Our rules and restrictions state: Once the ticket has been issued the name on the ticket cannot be changed.

All reservations must be made in the EXACT name of the person(s) traveling - no nicknames. For international travel the name on the reservation must be EXACTLY as it appears on the traveler's passport. Once reservations have been made and you have provided payment information, your reservation CANNOT be changed.

However, Airfare.com does recognize that mistakes can be made. We will do what we can to see if we can correct such mistakes if and when they occur. These changes must be minor changes such as; miss-spellings, maiden name and married name for passports, etc. Not complete traveler changes. We will get in contact with the airlines to see if they will allow such changes under the circumstance, but it is up to the airline to allow a name change. Please keep in mind that changing the name on a reservation is considered and treated as a regular change and normal change fees will apply.

As you can see and other readers can see 350.00 is a normal penalty charge for any change. Our agent offering you the 180.00 per person you agreed to back on the 15th, and you also agreed not to dispute or complain. So seeing this online is amazing after we were under the impression that you were satisfied.

Now as far as the paper tickets. Let me explain how that works. Yes each airline stopped issuing paper tickets, however Emirates and Alaska airlines at a time do not have electronic ticket agreements. I have forward this to our accounting department and I also forward the email you sent me yesterday to our accounting department to get your 35 dollars refund. Just to let you know, it cost us 200 to change your paper tickets to electronic tickets for your convince to make travel easier for you. But I will refund the 35 dollars since there has been all of this trouble. Sorry you feel the way you do.

If you feel as if you want to respond, or if there is more you want to complain about talk to me directly and I will be happy and do what I can to help you. I do not like these types of complaints and I am doing what I can to prevent your customer experience happening to others. Understand that we handle over a million bookings a year so we want to keep our mistakes and complaints to a minimum.

Email me at adrian@airfare.com

Special Operations

AIGARS PAIKENS,

Lets clear up what happened with your reservation. You were not charged for a flight from our office from Washington to Florida. When the charge was made it shows the offices that you were charged not the flights. This is just information that is input from the airline system to hold your booking for over a period of time after you travel.

IF you would have called the airline you would see that your flights from Vegas to London were booked and intact. So the information that you some how were told was incorrect.

However we did cancel all charges and bookings per your request. I apologize that you did not actually call us and ask about this problem before assuming the worse. If you have any questions please let me know at adrian@airfare.com

Special Operations

Suzanne Smith,

I am aware that you have spoken with our agent Aj. Please understand that we are not trying to make this a hard time for you. Please understand that refunds do take up to 4 to 6 weeks to process. I will not go over the details of your account due to privacy reasons but I will see that all tickets have been refunded at agreed amount amounts after you spoke with Aj to clear up the situation.

Sometimes our agents can be a little rough and insensitive when they are just doing their jobs. If you have anymore questions please contact Aj@airfare.com or adrian@airfare.com so we can be more of service to you.

Special Operations

Mrs Coelho,

I know you have probably heard a lot of apologize due to this situation after this situation was explained to you, but it is the fact that we do care about this situation but we do have rules and restrictions we must follow. So I will try to explain this further and offer that help you werent offered.

Understand that as stated on our rules and restrictions that: "There are times when we are unable to confirm a reservation. In the rare event that this occurs, we will attempt to reach you by phone and email so that we can re-accommodate you." What this means is that the airline have ultimate control of the flights and will change the price at will even before the time of ticketing. They will over sell the flights and increase the fare. This is what happened in your situation. Our online flight system shows what the airline offered but they still have the power to change the price even when we try to get the tickets confirmed with them. So instead of charging you extra we give you that option to go back online and rebook - this does not mean you have to book with us.

So in regards to the situation - those flights are gone as you probably notice. What I will do is try to find something that is at the same price, hopefully lower, for your trip. If you want me to do this please email me at adrian@airfare.com and I will do whatever I can to help you.

We dont condone the way you were treated and I wish it did not get to this point but I will do what I can to help. Also, I see that you are located in Germantown, our office is located in Bethesda and if you want to come down and have us work this out face to face we can do that as well. Just let me know what you want to do.

Special Operations

Hello Ms. Norval,

Thank you for your praise. We look forward to serving you again!

Adrian

Hello Mr. Harry,

Thank you for your praise in this situation.

Special Operations

Readers, if you look at my past responses to consumer complaints you will see that I do everything I can to help customers reach an acceptable solution. Please keep that in mind as you read on.

The airline notified us that the ticket was not changeable, which is consistent with our rules and regulations. Our rules and regulations state that tickets are only changeable if the airline allows it. The customer however claimed that the airline told her the ticket is indeed changeable. If this is the case, the customer must seek a ticket change through the airline since their official policy on the ticket is that it is not changeable. The customer, however, refused to seek this course of action, which calls into question whether the airline ever told her the ticket was changeable. As of today, the airline has notified us for the third time that the ticket is not changeable.

I have offered the customer multiple options that may be explored in reaching an acceptable conclusion, one of which was to activate the insurance policy she purchased at the time of booking. Instead of taking this into consideration, the customer proceeded to deride myself and my occupation. Frustrated or not, personal attacks are counterproductive and unnecessary.

When offering the customer with viable solutions she resorted to shrieking into the phone and hanging up on me, which again, is highly counterproductive. Her main issue stems from the fact that she wants to change her ticket and/or receive a refund, but the airline policies on the ticket state that this is not an option. When presented with this fact, she resorted to name calling and belittling me. While it is most regrettable that we cannot find an acceptable solution for the customer, please keep in mind that the customer's behavior has largely been destructive from the beginning as she refuses to listen to anything that runs counter to her perception of the situation. I have informed the customer that if she wishes to approach the situation in a civil manner I will be happy to assist her.

Furthermore, the customer's accusations that we have withheld information from her is categorically false. We have been providing her with the information she requested ---the only problem is that we weren't telling her what she wanted to hear. I would love to tell her that the ticket is changeable. But I would be lying if I said so. For the record, the customer has sent us upwards of 14 e-mails which we responded to, only to be promptly ignored by the customer.

I won't go so far as to say this complaint is full of lies and misrepresentation of facts, but her behavior seems to suggest that she has no interest in solving the situation.

-Chris, Airfare.com

This issue has been fixed and Mr. Harry has submitted a new review.

Airfare.com

Thanks D!

-Chris

Adam,

Thank you for your post, I have gone over the details of your booking and I do see that our agent did give you a bit of a high number if you were to cancel the booking and get a refund. If you look at the changes on the rules and restrictions it would cost 350.00 per person as you were told however, if you were cancel this reservation per our website it would cost 450.00 per person. Though you were given mis-information if you email me adrian@airfare.com or chirs@airfare.com one of us might be able to help you out with your situation if you still need some assistance.

Special Operations

Thank you for your positive feedback, Chris is apart of a dedicated team to deal with complaints and issues. We are very happy to see positive reviews and thank you so much for your praise.

Adrian

David,

Sorry for the delayed response. We have been looking into this to try to find a solution for you. You can email me directly at adrian@airfare.com so we can talk specifically about your situation.

We fail to see where we engaged in fraudulent activity, and we did not lie to you. We told you that there was something wrong with your card and that you needed to clear the issue up with your bank. During that time, the charge went through and your tickets were issued. Please note that we did not charge your card against your will, as getting the charge through and issuing your tickets was the primary goal. Your suspicions are unwarranted and we cannot be left with the bill for a hunch you had. Please refer to our rules and regulations, where it clearly states that there are no refunds on tickets issued. Please also note that you agreed to these rules and regulations at the time of booking. Finally, it is extremely important for you to know that British Airways has a parallel no refund policy on all tickets.

Please keep in mind that your immediately recognizing our procedure as a scam was based upon an incorrect assumption and we did nothing unlawful here. If you wish to try and obtain a special waiver for a refund with penalty, please contact us at cs@airfare.com. Please be aware that the cancellation penalty would be that of the airline, not our company.

Brad Brodi,

You are absolutely right! Posting a response to a complaint does not take away from the fact that the complaints are real. We are charged with responding to each one of our customers complaints and addressing there issue accordingly. There are times when our rules and restrictions are taken out of context and sometimes not even read which in turn makes it real cumbersome for our customers. There is an old adage that says "if you look for something, you will find it." No customer service agency is perfect, you will be able to find complaints online about someone such as yourself experience.

It is my job to address your experience and help you reach a level of satisfaction. So to address your issue that you have stated online. Just as any company there are times when are computer system are going through updates and to make sure we can assist our customers as needed we will do half at a time, which is the reason you had difficulty in that area. Also, just like most american based call centers we have outsourced our call center to cut cost, we apologize for any inconvenience. Our customer service team has been well trained and is very capable of handling any of our customers issues.

Our website is maintenance 24/7 by a well trained and experienced technical support team. If you noticed a "bug" please let us know what it is so we can fix it but since your post on this site, you seem to be the only one that seems to have had a problem. If you can give us some detail then we will be able to fix this "bug" you mention.

I have searched by your name and email to see if if I can address the specific issue you were having with our call center agents but it seems I can not find any info for you. We want to help you so if you could email me back at feedback@airfare.com with your comments concerns and any responses. I will gladly address them accordingly.

Thank you for your time

Special Operations Team

Parmeet Didden,

I apologize about the experience you have had with our company. Let me clear up a few issues with you.

Passengers are usually permitted a free checked baggage allowance, the limit of which may differ by airline, class, and/or route. Extra charges may apply for checked baggage in excess of the permitted allowance and Airfare.com will not be liable for extra charges imposed by the airlines. Please ask your airline for more specific information.

Passengers are usually permitted a free cabin baggage allowance, the limit of which may differ by airline, class, route, and/or aircraft type. It is recommended that cabin baggage be kept to a minimum. Please ask your airline for more specific information as airfare.com will not be held liable for any extra charges imposed by the airline. Refer to http://www.iata.org/bags for information and links to airline websites.

When booking flights with multiple carriers there are cases where the airlines do not have baggage agreements, and for international trips the airlines require passengers to check out and re-check in during the middle of their trip. This is not something that can be controlled by Airfare.com. When the flights are booked online they are connections times are determined by the airline booking systems. Passengers will have to check with the airlines for further policies and actions that need to be taken.

Notice, that Airfare.com is a third party ticketing agency and is in no way in control of baggage fees. However we are required to notify you of the luggage you are allowed to carry. If you look very closely at your confirmation email it will clearly state that their and if you go to www.checkmytrip.com and enter your information you will see your baggage information.

Since you booked the reservation online, airfare.com did not book your flights. You did. You booked them online, you accepted the airline, the routing, and the rules of the ticket. I apologize that you did not go over the documents that we sent you and that you agreed to but this is what was stated. If you have any questions feel free to email this email address and we will happy to assist.

Special Operations

David Caswell,

Sometimes it is very beneficial to book directly with the airlines but you miss out on the deals third party agencies like ourselves offer. Mind you I am not saying that the deal is always worth it but this is why we exist for people that are looking for a good deal. What makes Airfare.com different than the rest is that we are a third party consolidator and are tickets are purchased in bulk and come with higher than normal rules and restrictions. Taxes are non refundable. If anything a refund is requested and if processed it is processed minus the taxes depending on the situation and if those rules allow. I have looked into your situation and see that your booking was non refundable. These rules were explained to you at the time of booking and are still located on our website.

So you do not lose the full amount of the ticket and can attempt to get something back. Contact KLM airlines directly, let them know you have a credit and see if they can refund it if you can not travel. They still have control over all tickets that are sold. They should be able to help you further. If you have any questions for me send me an email at feedback@airfare.com and I will be happy to assist.

Aster Patel,

Looking over your situation I see that you did receive the refund the same day you posted your complaint. Refunds are not like normal transactions, they have to be approved, then sent for processing, then accepted, then posted. This process takes time. In your case it only took 7 days where as normal refunds could take a matter of 4 to 6 weeks. We apologize about the situation but this is the correct information. If you still feel that this is not correct or have any other questions please email me directly at feedback@airfare.com and I will be happy to assist you.

Special Operations Team

Thank you for your positive response! Make sure to sign up for a free account on airfare.com to see the latest in fares that are not displayed online.

Special Operations Team Manager

Dear Mr. Wise,

I understand your frustration with our customer service department and am truly sorry for what you may have endured. If you wish to address any specific issues for a more accurate internal review, you are encouraged to do so by shooting an E-Mail over to chris@airfare.com. Please provide names of the agents in question along with specific reasons behind your frustration regarding said agents. I hope you will accept my preliminary apology as that is certainly not the standard we expect from our representatives.

That being said, there are several points of contention I wish to address before closing this complaint. First I must preface my response by explaining to you how our company works. Many of your issues seem to stem from a simple misunderstanding about how airfare consolidators work, so it is important that you know the way things are. Airfare consolidators such as ourselves are lucky enough to obtain certain routes at incredibly low prices. But this comes with a rather heavy handed caveat by the airlines. After all, if the fares are being released at such low rates, it is in the industry's best interest to ensure that sales are final. This is why there are absolutely no refunds. Due to the no refund policy, subsequent changes after finalizing your order are impossible. The reason for this is that we would first have to refund your fare and then re-book your flight. This would be in direct violation of the cardinal rule I just presented to you. As a savvy consumer, your first instinct would be to assume that we are capturing your original flight to somehow scam you out of money. A simple search online will shed light on just how much money we as the travel agency actually receive through your booking (Hint: If you're assuming double digits, you've probably gone too far). As such, we have not much to gain by pulling off the scam you allude to. In fact, we would lose money devoting resources to the man power needed to pull off such a scheme.

Finally, the "fine print" you refer to weren't very fine at all. There were 2 sections you were required to click through before your purchase was finalized. These 2 sections outlined our rules and regulations, and you were required to read through and click a box signifying your understanding before the purchase went through. If the no refund policy came as a surprise to you, I apologize. I have logged the issue and will instruct our programmers to use bigger font. We, however, are not a scam, and quite honestly, cannot see how a scam would even work with airfare. It's a highly regulated system, and though some of our policies may seem as though we're flying by the seats of our pants, the truth is that our company is not as exciting as that, and we are simply following the rules.

Best Regards,

Chris

Hello Wilhelm,

Let me apologize for the experience that you have had with our company.

I have reviewed the documents and calls placed in regards to your situation. Back on the 19th of Dec as you claim we never received a copy of the passport. Nor would we have told you to wait until after the holidays to handle such situation. When a booking is made, name changes are not allowed even if it is a name correction there are specific steps we have to take.

"All reservations must be made in the EXACT name of the person(s) traveling - no nicknames. For international travel the name on the reservation must be EXACTLY as it appears on the traveler's passport. Once reservations have been made and you have provided payment information, your reservation CANNOT be changed.

However, Airfare.com does recognize that mistakes can be made. We will do what we can to see if we can correct such mistakes if and when they occur. These changes must be minor changes such as; miss-spellings, maiden name and married name for passports, etc. Not complete traveler changes. We will get in contact with the airlines to see if they will allow such changes under the circumstance, but it is up to the airline to allow a name change. Please keep in mind that changing the name on a reservation is considered and treated as a regular change and normal change fees will apply."

These are the rules and restrictions you agreed to when you booked the reservation, so our agent trying to charge you a fee is what our policy tells us we have to do.

To help you along with this process we sent numerous messages over to the airline letting them know what the correct name on the booking should be so they will possible pass you along and have a smooth trip. All it takes is a simple message. However, most airlines do not allow this and require the name to be fully changed. If you spoke with the airline and they were able to assist you with this then we are happy that they could help. However, if you get to the airport and get turned away or have problems going through customs on your return trip make sure to check with the airlines as they were the ones that approved this name correction for you.

Sometimes the name has to be changed on the ticket and showing from our history it has not been corrected, it has just been approved.

Again, I apologize for the situation you encountered with us as we are following the instructions given to us from the Airlines Wholesale Contracts they have written themselves. If you have any questions please feel free to contact me directly at feedback@airfare.com and I will answer any question you may have.

Special Operations Team Manager

Hello Flora,

First let me start off by saying I apologize for the experience you are having with our site. Our site is updated in real time constantly and is controlled by the airline system. There is no person that touches the site except for maintenance purposes. There are plenty of times where the site shows a low fare but that no longer exist because of the airline updates and our site takes time to updated this with the mass of information.

What I will do is have one of our sales agents call you to see if we can help you book this reservation and the best possible fare that we can find for you. If you have questions for me contact me directly at feedback@airfare.com

Special Operations Team Manager

Hello Tsun Hon Cheng,

I want to address a few issues about your comments before we get to dealing with your booking. Airfare.com is not an internet fraud company. We are a validated Travel Agency verified many different agencies. We would not try to defraud anyone as we have a dedicated team that specifically works on fraud prevention.

In regards to your reservation we received a call from you telling us that you were not allowed to check because you showed up late to your flights. To help protect you we cancelled your flights so you would not lose the value. I have checked the status of your ticket and the airline has not refunded anything. If the airline refunded your money it would have been sent back directly to your credit card not the us as we did not collect, the airline did.

Now to tell you what is going on with your reservation and how you can claim the value of your ticket. Again, your ticket is non refundable, you do have a credit for future travel. Please contact us or the airline directly to use this credit. If you have any more questions or want to go over specific details about this credit email me directly at feedback@airfare.com.

Special Operations

Hello Yoni,

Looking back into our systems and you have already spoken to our accounting department and all double charges have been reversed. If you have any more questions please feel free to contact us at feedback@airfare.com

Airfare.com

Hello,

I do apologize that you feel as if Airfare.com is a scam. Let me explain a little about our company and the things we do to prevent fraud.

Airfare.com has been online selling travel since 1995. We were one of the first wholesale ticketing agencies to go online. Were as no company is perfect and everyone has there own opinion, no matter what we make sure that our customers are not victims of fraud. Currently we stop at least 30 to 40 fraud cases a day with the help of Amex, especially.

Amex probably blocked your booking due to area restrictions and purchasing limit restrictions, since I can not find your name or email in our system I can not go into more detail about your situation.

Please understand that Airfare.com is not a scam. We are a verified merchient of VISA, Mastercard, Discover Card, AMEX, an authorized travel agent of IATAN and Amadeus Systems. We work diligently to make sure things like this do not happen. If you want to speak specifically about your situation then please contact me at feedback@airfare.com and I will gladly answer any questions or comments you have to set things right for you.

You can always call the 1-800 Airfare number to reach me or email me directly at feedback@airfare.com.

Believe me we are not trying to keep your money we want to give it back to you. We have to find out what the bottom line is and why you still have not received it yet. We have dealt with situations like this before were they do not come back as you expect them. I recently dealt with a situation where the customer over looked the money showing up in there account. Now let me advise if our accounting team says that you have been refunded then the next step is for us to contact the bank with you on the phone so we can verify that it has been returned because we have the supporting documents.

Regina,

Hello, thank you for providing your confirmation number so I could look at this situation. First, understand that Airfare.com works with different Airline ticketing offices. We have checked with our ticketing offices per the conversation you had with our agent PJ yesterday afternoon that you were refunded and he emailed you the receipt of this refund so you can check with your bank. If you have any questions please let me know.

Thank you

Special Operations Manager

Before addressing these accusations with a response, I must first warn the readers that the following is not a response that reflects upon the type of customer service we provide at our company. As is indicated within the responses below, we make every effort to locate the root of all complaints in hopes of delivering an acceptable solution. That being said, it is important to note that this response is one that seeks to combat blatantly slanderous accusations that are, in whole, based on absolute lies. As such, Mr. Saba's accusations are demonstrably defamatory and provide no insight into the actual events that transpired. The following is an actual account of Mr. Saba's troubles, and we have documentation proving this. His embarrassing display of bigotry will not be addressed. You are invited to be the judge of his xenophobic commentary regarding race and creed.

Mr. Saba,

Your whole argument about us messing up your flight is false. Your telling us that we --well, pretty much everything you say in your complaint is false. It paints an adequately impressive picture in favor of your position regarding your faux situation, there's no denying that. And it would hold much merit to be sure, if only any of it was true. Your only complaint, from beginning to the end, was the fact that you purchased a ticket with us, only to realize too late that there was a more expensive fare being offered on a competitor's site. You then went on to accuse us of anything you could set your mind on (and judging from your blind accusations regarding our race and creed, you got desperate). We did not mess anything up, and we provided solutions for you. Please refer to the rules and regulations, which was provided for you before, during and after your booking was finalized. It clearly states that there are absolutely no refunds on any flights, as they are highly restricted, deeply discounted fares. It is apparent to me that you chose to ignore said restrictions, opting instead to follow whatever version of the truth serves you best should the proverbial hit the fan, sacrificing accuracy for comfort and a saccharin induced peace of mind.

On 10/31/2011 at exactly 7:58 pm you agreed to our rules and regulations regarding your booking, thereby solidifying the contractual agreement as outlined on the web page you were on. On this page were the exact details of your booking, such as price ($1771.01) and your round-trip flights from San Francisco to Telaviv Yafo. As the user of our site and someone who is presumed to be an individual of at least average intellect, you are expected to have done your research across the World Wide Web, determining for yourself whether the booking at hand is the optimal one for you. We, as any cognizant merchant is apt to doing, fully admit that our fares are not always the best. Other Online Travel Agencies (OTA) do address this issue by providing a price match guarantee. They clearly display this SERVICE on their websites, and is admittedly an added perk to working with said sites. We however do not have the luxury of providing such a service, as we are not as big a company as the top competitors within the field. We do, however hold contractual agreements with certain flights on certain airlines which do reign supreme above our competition. But as this is a business, we provide the higher fares along with the lowest fares, and you as the consumer are trusted to make a sound decision. We cannot hold your hand and guide you through the process. We could help you with anything that has to do with our site, but we can not do the comparing horizontally across the field. If you end up purchasing a product that you have found to be more expensive than it is through a different site, I am truly sorry but the blame falls on you. It is absolutely unacceptable for you to place this blame on us. It is an unfortunate circumstance to be sure, but there is nothing we can do. Our fares are highly restricted as they are consolidated. I suggest you research the merits behind consolidated airfare versus airfare provided directly by the airlines themselves, as the scales are not necessarily tipped in favor of any particular party, and there are both risks and gains of equal measure on both sides. Again, this research is ultimately up to you. Consequently, the decision to book with a consolidator versus the airline is also up to you.

Finally, I would like to close with one last comment. As mentioned before, we do not hold a 100% advantage over all of our competitors, but we do hold a fair share. In short, we are not always the best option, but in many cases we are. In your case, we weren't. According to our logs, you filed complaints regarding this predicament. Are we to be called criminals because a few of our contracts are inferior to our competition? Surely not. We operate under a free market. What you are proposing is Socialist in nature.

Airfare.com

Jabreel,

Hello, I was trying to find your reservation in our system by your email and your name and I am unable to find anything. Without this information I can not help you with your complaint.

Since nothing can be found in regards to your reservation I will respond to your complaint in a normal fashion.

First, Airfare.com has been in business since 1975. If we were a scam company how could we be in business for almost 40 years? We have adapted to the changing times and just like some of the better known travel agencies we outsource our call centers to save on cost. I do not see how you can assume the immigration status of any employee if you have not meet them or are in the area. Our office is open and you can come meet us at anytime. However, non of our agent are required to prove any "status" to a customer.

Our booking system is based off of the information that you input online. At no time is a booking touched by a physical agent unless you call in. So any mistake that you claim that was made by airfare.com was a mistake made on the bookers part. Note in the rules and restrictions are steps are recorded by our system and we have this information and IP address to prove to you.

Airfare.com does not cancel reservations without written confirmation and we do not participate in your so called bait and switch tactics. I can not prove to you that this did not happen if I do not have your booking information. Please email me as soon as possible so I can attempt to settle this situation at feedback@airfare.com.

Thank you

Special Operations Manager

Hello Sergio,

First, I do not speak with customers on the phone, so you were not talking with me when you spoke with our agency. I know who you spoke with but will not disclose this info due to legal matters.

Now, with your complaint and issue. We do not issue tickets with double names. Your situation was started because you entered your middle name on the booking reservation and because your middle name was not on your passport TAM Airlines would deny you boarding. You were on the phone with our agent and the airline when they told you this. They even said that you would have to pay for the changes if we re-issued the ticket this is from the airline. All calls are recorded and if you would like the play back so you can hear for yourself it is not a problem. When you booked the reservation you agreed to the rule and restrictions whether you read them or not. It clearly states that any changes, customer would be required to pay change penalties and fees if applicable.

So since you understood this the reservation was cancelled. Email confirmation was sent to you when this was done and you were NEVER charged for the booking as it was refunded. So of course you would have no flights as you did not pay for any flights as we refunded you your money so you could buy a new ticket.

Understand, that I have been in the travel agency for over 10 years. I have worked for Expedia.com, Expedia Corporate Travel, Japan Airlines, Continental Airlines, American Airlines Ticketing, Airline Schedule Changes for Expedia.com all under the TATA corporation. I was one of the managers and senior agents in the office before leaving and going to college. I am well educated in many different fields and if you want to speak for the first time you can call me and ask for me at any time or you can email me at feedback@airfare.com.

Technical Operations Manager/Special Operations Team Manager/Customer Service Manager

Hello Lan Chi Le,

Soon after a few more request back in April the ticketing offices stated that "customer would have to show proof of refund." This is a strange outcome but it is also documented and be proved.

We have resent your request today to be processed as you are aware. We do apologize that it has taken so long but again it was not due to lack of effort. If you have any questions please contact me at feedback@airfare.com

Thank you

Special Operations Manager

Hello Jason,

I apologize that you had to change your plans to your honeymoon and our agency gave you a hard time. I tried to pull up your booking but I was unable to find one, if you want me to go over some exact details with you in regards to your booking please contact me at feedback@airfare.com.

I will however go over some basic information with you so you are aware of what happened by what you stated in your message. When you look on our website under the rules and restrictions which are the same rules and restrictions that you had to agree to when you booked your reservation, it clearly states that your reservation is non-refundable. I am pretty sure that our agents went over change options with you and told you that it would cost the penalty and difference in fare per person. If you choose to do something other than deal with us that is fine but it is our job to make sure that we take the proper steps. We called you in an attempt to save your money. If your reservation was not cancelled before the travel date then it would have been listed as a no show. No Show means no money. We called you to save the money. The agent you spoke with said that because you booked another reservation there is a possibility that you could get a refund because you purchased another ticket but it was very unlikely. I do understand that dealing with any customer service can be quite cumbersome but we are and did attempt to help you with your situation just understand we do have rules to follow and in times cant make everything work.

Hello Mr. Larson,

Let me apologize for the experience that you have encountered with us, we never wish for this things to happen but there are systems errors that we have to work with. In regards to your situation there was a system error, however when it comes to returning transaction it does take a maximum of 14 to 21 days for an international card transaction. Yes the money comes right out but it does take time for it to return.

Also, you can do not have to purchase new tickets I have looked over your reservation and your tickets are confirmed. I will not put your ticket information on line but you can contact me and I will give you the information so you can contact the airline directly. Please contact me at feedback@airfare.com.

Special Operations Team Manager

Hello Mr. Allen,

First I want to apologize about the problems we have put you through. But I want to go over the full account that had happened when you booked your reservation online.

When your reservation was booked online, it was booked by you and our search engine does not show what you dont select. The entire process is automated. For the special fares that you were offered you had the option to cancel your reservation within the hour. You did not cancel the reservation within that time window.

As you know these tickets were non-refundable because of these highly discounted prices, however due to the mistake that you made we were able to refund the reservation for your and only charged you 100 dollars per ticket which totaled to be 300 dollars. These fees were required to be charged buy our ticketing affliates since the reservation was not cancelled on time.

I do apologize about the way things turned out, If you have any questions please contact me directly at Feedback@airfare.com

Special Operations Team Manager

Hello Thomas,

First let me apologize about the experience that you have had with our change department. I see that this situation has already be resolved. Per our history we responded to your change request on the 1st of Sept. Exactly 24 hours after your request and sent 3 different emails and 2 different phone calls. We were waiting on your approval for this change.

I apologize that it seems like it took forever and very happy that the change was processed so you could make your trip. If you have any questions for me please contact me directly at feedback@airfare.com

Special Operations Team Manager

Hello Kumar,

First I want to apologize about the situation you encountered with our site and agents. First, I want to be very clear that our site has never been hacked since it has been launched in 1995. We are protected by a SSL (secure socket layer) and have a programming and development team working around the clock to prevent such actions. Please clarify the error you are having so we can clear this issue up.

As far as your situation, if you look online at the rules and restrictions you will see that our agents were following standard procedures. It clearly stated that all reservations are non-refundable and in some case you can receive a credit for future travel for a 350 penalty to change your reservation and difference in airfare if applicable. This is standard.

When keeping the same routing this is not a rule imposed by Airfare.com this is a rule imposed by the Airline specifically. If you want to dispute such rule take that up with the airline you booked with so we can make sure that your reservation gets taken care of.

I want to help you with your situation so you can understand that Airfare.com just like any other agency has rules and restrictions we have to follow and all are made known to all customers before booking and you have to agree to such rules. Contact me directly at feedback@airfare.com so we can work something out to try to help you with your booking.

Special Operations Team Manager

Hello Mr. Callahan,

I see that there is a lot of confusion going on with your booking and the change request.

Airfare.com is a wholesale consolidator. We purchase tickets at bulk prices and then sale at the negotiated rate. The agent you spoke with at the airlines was unaware of this fact and you can ask any agent and sales person with the airlines these negotiated prices can not be cheaper than the airline prices.

So as you can see the fare difference and extra charges. These are not hidden fees as you think these are just the total rates that we have negotiated. If you wanted to book your reservation with the airline than you could have as they own the ticket.

As far as the penalty fee. On the rules and restrictions online it clearly stated that these are higher than normal due to the higher restrictions by being a bulk ticket.

I do apologize as you think this information was hidden from you because everything is explained in our rules and restrictions. If you have any questions for me please contact me at feedback@airfare.com

Hello "Again" Rebeca,

Again my name is Adrian and I am the customer service manager for the US call center. I have listed to all the call that you have placed to our company and let me give you an accurate account of what transpired.

A Transaction Error is when there was a a problem with the booking. Each one of our agents advised you that the booking was not made, no information was recorded except your name and dates of travel, and that you would not be charged and you can go book back online not with our site but anywhere you felt was ok.

But you not only persisted to call our agents and call centers, you spoke with three different managers who all told you the same thing and once you spoke with me you spoke with someone from our legal team and then started to insult him by calling names, telling him he was stupid and judging the money he makes with our 30 year old business.

All of our agents including myself told you the same exact thing and legally we tried to re-book the reservation for your but got the same error but did not charge you, did not bait you, legally we have no ties to you or any information except name and what you tried to book. I apologize that you feel the way you do but you were not treated the way you claim and did not take anything from you. If you want to continue this conversation contact me at feedback@airfare.com

Hello Regina,

First I want to apologize about the experience that you have had with our customer service department recently and the lack of empathy you have received with your situation. I can assure you that the refund has been processed from our side.

To explain why you were charged the penalty is due to the fact that the airlines did not have any policies for what you were asking. The dates of travel did not land within the specific criteria. You can call the airline to verify but we are following the rules of the airline and if they do not have policies in regards to the situation then normal rules and restrictions must be followed and this was one, penalty had to be paid.

Airfare.com is just a third party wholesale consolidator and we make sure to follow the rules of the airline. There was nothing more we could do in this matter for you and we surely could not issue you a refund for free. We apologize but these were the rules. If you do not take my word for it you can call the airline and ask them directly if refunds were issued for your specific dates of travel and would a waiver had been issued if you had dealt with them directly. If they are willing to issue a waiver then we can confirm with our ticketing offices and see about refunded the penalty but it has to be authorized by the airline.

If you have any questions you can contact me directly at adrian@airfare.com

Alicia,

I apologize about the lack of explanation of the extremely high change fees. Yes, Airfare.com offers lower than normal prices but not all the time. Airfare.com is a wholesale travel agency. We buy airline tickets in bulk which result in these higher than normal fees. This is why the change fee is 350.00. Airfare.com is not like the other travel agency because we buy tickets in bulk. If you notice every now and then you will see a special fare on these other sites and they will have very high restrictions, no changes, no cancellations. Our agents were following standard procedures when doing the change request and quoting the correct prices. Sometimes it is better to book directly with the airlines for the convince of being able to fix mistakes easier but you lose out on those discounted fares we offer.

Again, the reason the change fees are so high are because we are a wholesale operator that purchases tickets in bulk. This is the real reason, not the story you fabricated or come to believe. If you have any questions for me please feel free to contact me directly adrian@airfare.com

Samuel,

Let me explain the situation a little bit further. When a booking is made, everything is automatically done through the system. There are cases when trying to re confirm the reservations where bookings are charged twice but we will go about making sure that the funds have returned. I have checked with your bank and the agent you spoke with that the charges have been reversed and everything is now fine. If you have any questions please contact me directly at adrian@airfare.com.

Cameron Hayes,

Let me start by apologizing about what happened with your experience with our company. I have researched the situation and want to get this resolved for you.

When your booking was mad on our site it should across as Unable to Confirm. An email was sent out to you the moment this was discovered. Here is an excerpt from our rules and restrictions:

"There are times when we are unable to confirm a reservation. In the rare event that this occurs, we will attempt to reach you by phone and email so that we can re-accommodate you. You must call us back within 48 hours or we may not be able to honor your original booking price."

With that being said the money on your account should have been immediately returned. Because the system is automated by the airline regulations. It is possible the money did not release. I do see that our agents have contacted your bank on numerous occasions in an attempt to release the money back to your account. As our agent told you over the phone when the funds are to be release it will take a maximum of 4 to 5 days. As you said it has only been 2. We thank you in advance for your patients in this matter and we apologize about the experience. The money will return to your account. If you would like me to explain the situation further by all means feel free to contact me and I will be happy to assist.

Special Operations Team Manager

Hello Timothy,

Reservations Names and Ticket Request:

Once the ticket has been issued the name on the ticket cannot be changed.

All reservations must be made in the EXACT name of the person(s) traveling - no nicknames. For international travel the name on the reservation must be EXACTLY as it appears on the traveler's passport. Once reservations have been made and you have provided payment information, your reservation CANNOT be changed.

However, Airfare.com does recognize that mistakes can be made. We will do what we can to see if we can correct such mistakes if and when they occur. These changes must be minor changes such as; miss-spellings, maiden name and married name for passports, etc. Not complete traveler changes. We will get in contact with the airlines to see if they will allow such changes under the circumstance, but it is up to the airline to allow a name change. Please keep in mind that changing the name on a reservation is considered and treated as a regular change and normal change fees will apply.

As you can see this is a standard policy. However, after looking up your reservation in our system I do see that our agents were able to refund you this highly restrictive, non-refundable reservation for free and our accounting department called the bank to release the funds.

I hope that this course of action was the desired one, and obviously the best for the circumstances.

Special Operations Manager

Airfare.com is happy that we were able to take care of your situation. Thank you for the follow up!

Hi Mike,

I am very glad to hear that the airline agent was able to help you at the counter. Airfare.com did everything we could to help you but several different agents clearly stated that you would have to pay for the changes. This is an a situation that was due to a very tight connection time that as stated before we have no control over. As you stated we get our flights from the airline system Amadeus and when they put it in there this is what we have to go by. I do apologize about the turn out of the situation. If there was more airfare.com could do we would have done it.

If you have any more questions please let me know

Special Operations Team Manager

Hello Molly Radis,

First I would like to apologize about the experiences and the distress that we have caused you in this situation. Airfare.com will do what we can in order to get this situation properly handled for you.

Let me explain that some airlines still charge penalty fees no matter what the reason is;however, as you said this airlines policy is not so. The problem is that this ticket is a bulk ticket and has higher rules and restrictions other than what the normal agent can go over when doing the booking. Never the less I want to make this right for you so that we are all on the same page. I am going to go over all the details with our agents to make sure that this does not happen again. and I will give you a call on Monday to go over some of the information that we have discovered because I want to make sure that this was handled properly and apologize to you personally for how this was handled.

If you have any questions please feel free to contact me at feedback@airfare.com

Special Operations Team Manager

Dear Sir/Madam,

I assure you that there are no bags of tricks involved, endless or not. We simply do not employ such tactics when dealing with out customers. This is due to the fact that we have concrete answers to all of your problems. Whether these answers fall onto deaf ears or not, I guarantee that if you were double charged you will definitely receive your money. Please note that while there may be, and I'm being liberal here with my estimate, around 100 complaints on the internet about our company, this 100 is through 30 years of doing business. Couple that concept with the fact that we get hundreds of thousands of bookings per year, and you're left with an excellent, albeit imperfect track record.

I do not bring this point up to distract you with impressive figures but simply to place the situation into perspective. We have no interest in charging you twice. Even if we did, we would have nothing to gain from it. All of the money goes to the airline, and we have no reason to charge you double so that they may benefit from what most certainly is criminal behavior (if it was done purpose). Did you know that travel agencies such as ourselves only see around $10.00 per booking? It's true. Charging double so the airlines gain thousands while we obtain negligible gains in return simply does not make sense.

Double charges are like a scourge to the travel industry. But it's neither the airlines' nor any travel agency's fault. It is simply due to a problematic booking system that occasionally issues extra tickets. Though these tickets are always voided immediately, sometimes the charge can slip through the cracks and come out on a bank statement. Obviously as a business we hate that sort of thing, but there is not much we can do about it. In order to prove my point, I encourage you to search the internet using the following key terms: double, charge, and the name of any Online Travel Agency (OTA). Even the so-called reputable merchants are at the mercy of a flawed system.

In short, you will receive your money. Despite your preconceived notion that we are bandits seeking to make a profit off of double charges, this is not the case. We would like for it to stop just as desperately as you do. So do all of the other companies.

If you have not received your money in the next 3 weeks please feel free to call us and we will provide you with the updates you desire. Otherwise, I must ask that you wait patiently; the refund will be there. If we could, we would give you the money right away, but unfortunately things do not work that way.

Chris

WIlliam,

I am over joyed to see that your refund has been processed. I am glad that we were able to work things out. I did not believe that you were "going away" because I would not allow it as I wanted to get you your money back. Airfare.com believes that if we truly make a mistake that we correct or mistakes and in a situation like yours if we can help our customers then we will do what we can. On sites like this you only see the complaints but when an issue is corrected ( like yours ) it is never made known. Sometimes it does not even get this far. Because the mistake was made, then we correct it.

Again I am glad things worked out for you if there is anything else you may need please let me know.

Special Operations Team Manager

Hello Davidson Moy,

Imagine this, we being one travel company receiving 100 request to cancel due to the situation in Japan.(this is not the actual amount received). In order for a refund of this matter to be processed it must go through the airline refunds department. Now since we are just one company sending information to the airline. Imagine how many other request to cancel and receive a refund have been sent out (example: Expedia, 100, Orbitz, 100, Travelocity 100, etc). So including ourselves that would make 400 and they all have to be properly handled by the airline. We did advise you to expect delays in this matter due to the server nature of the situation. I apologize that this is taking this long but I do want you to be aware that we are working in this for you. If I had a magic button to press to issue you a refund back to your card I would do it right now and say all is better; however, I cant there are rules and policies we must follow. We are currently following those procedures and waiting on a response to see if it has been processed or not.

I will track this for you directly and keep you updated myself. If you need to contact me My name is Adrian and you can reach me at feedback@airfare.com

Thank you and have a wonderful day!

Hello David,

First let me say that I am shocked that I have not spoken to you before your situation has gotten this far and you feel the way you do about us and even myself. I can assure you that if you contact me with your booking details I will look into this matter for you. I have been selected by hand to handle this situations and have always satisified my clients to the best of my abilities.

Give me a chance to help you get your money back. Provide me with your booking details (booking ID, ticket numbers, booking email, etc) so I can First, help you any and every way possible and second, give a clear account to the actions that have happened.

There are many people like yourself that are upset at travel agencies and if you search long and hard you will find the same amount of complaints if not more with some of the bigger companies.

Unlike those other companies, we acknowledge our mistakes publicly and publicly are willing to set those things right.

Give me a chance, so I can help you.

Special Operations Team Manager

Hello Mr. Alex Valdes,

First I want to apologize about the experience you are having with our customer service team. I have already taken actions to where you nor anyone else will receive this type of customer service.

Now, about your refund. When you first made your refund request and you were advised 2 to 5 weeks this was the correct time frame "during this time". As the situation in Japan got worse so did the amount of request for refunds. It has gotten to the point to where refunds are taking up to four months. This is an unusual time frame and very unfortunate but there is nothing we can do about this. Let me explain further, as we receive refunds we have to send them to our ticketing offices to be processed. Once our ticketing offices receive them, they are then forwarded to the airline. Now the airlines are the one that have to give the ok to process the refund and they are receiving request from the many different travel agencies as well as their own for this to be done. So you can imagine that they are overwhelmed and overloaded. I am not trying to make an excuse I am trying to state the facts so you will have a clear understanding of what is going on with this situation.

What I have done for you is to resend this to our ticketing offices and the airline to help speed this process up. The only thing we can do in this matter is be patient and wait for them to process the refund as we have done everything we need to do and we are just waiting on a response. Once I get that I will be in contact with you. My name is Adrian and my title and information is below. Please let me know if you have any questions and I will be glad to assist.

Special Operations Team Manager

Dear Mr. William Crenshaw,

My name is Adrian that sent you the email back on the 27th of April. Thank you for the detailed listing of your contact with us. However a few pieces of information are missing. So let me try to explain it here so you can see where we are with your refund and make this detailed account a bit more clear.

At the start of your trip United Airlines cancelled there reservation due to weather. This is correct as you stated above, however your wife should not have just gone home to try to re-schedule the booking without more information. When you have more than one airline on a reservation only one airline can own the ticket and that is Koren Airlines and their flights left on time. So they considered your booking as a No Show booking. This is why we are taking a bit of time with the airlines because we have to fight with them.

As you stated on the 4th of May you spoke with Rex, Rex also advised you to please send us a copy of the receipt or tickets you had to purchase in order to make the trip. This we need as proof to the airline so we can continue to fight on your behalf. We are not against you in this matter nor have we tried to do you wrong. In fact we have only made 5 dollars off of this booking which was not paid by you, it was paid by the airline. So why would we try not to assist you in getting your money back from them. We need the documents to fight for you and if you are still willing to work with us we will be glad to assist. I will make sure that a better communication is kept but you have to understand that this is not something that just happens over night. It does take time and accuracy. So you have to be patient and let us work. If you have any questions please feel free to email me again at Feedback@airfare.com so we can speak again.

Special Operations Team Manager

Hello Marda,

After a little bit of research I have found your reservation in our system and gone over all calls and notes in regards to your booking. First, I would like to apologize about the way you feel as if you were treated. In no way does Airfare.com teach or train our agents to lie and or mis-treat customers in anyway.

Now in regards to your change request, to help better explain the situation the total cost to make the change on the reservation was indeed 800.00. This included the airline difference in fare of 450.00 and the airline penalty of 350.00. As stated on our website in the rules and restrictions, any change on a booking would cost 350.00 dollars. You had to agree to these rules and restrictions before making the booking. As you know flight prices change constantly and all reservations are ticketed different and have to be re-ticketed the same way. So even though you were seeing a cheaper fare online it had to have been with the same airline and the same routing. The fare you could have been seeing at that time could have been for a different airline but since the flight has already been changed and past we can not recall it to tell.

I hope this better explains the situation, as Airfare.com does not lie or want to wrong customers in anyway. If a better explanation is needed then all a customer need to do is ask for one and our agents will help you with that. We do not condone poor customer service in anyway. I do apologize you feel as we have wronged you and treated you in such a manner. I hope this clears things up for you.

Special Operations Team Manager

Hello Sherry,

First, I would like to apologize about the experience you had with us. Dealing with refunds and cancellations can seem a bit stressful but we want to get to the bottom of this to make sure that you as our previous customer are still satisfied.

With that being said I tried looking for your information in our system to see what happened on our end and I cant seem to find any booking for you. Can you please provide me with this information at feedback@airfare.com so we can shed some light on the situation for you? This would be greatly appreciated as we want to help you resolve this matter and right any wrongs done.

I have an idea of what is going on with this situation as far as cancellation fees, the process, and customer service. However, I do not want to speak without proper information so if you could please provide me with any information that will allow me to find your booking in our system is again greatly appreciated.

Thank you

feedback@airfare.com

Hello Jay,

I want to deeply apologize about the horrible experience you had with us. In no way you as a customer should be talked to in a condescending or rude tone. Please let me clear up a few things that will show to you that we are in no way "shady" and do "bad business".

As stated on our website we are "Airline Wholesale Ticket Consolidators". What this means is that we purchase the product in bulk from different ticketing sources. As stated on our website in the rules and restrictions, "Once purchased tickets are fully NON-Refundable". When purchasing highly discounted tickets higher rules and restrictions apply. For example, if you purchase a computer or some other product at a highly discounted rate than the actual manufacturer offers and something goes wrong with the product, even though the manufacturer has a nice return and get your money back policy the place you purchased it from doesnt. Therefore, even though Continental would have done the refund for you for their price, that is only if you purchased with them.

We are not trying to cheat you or mis-lead you in any way, this is why we advise of who we are on our website give all of our customers several chance to read the rules on our website that these tickets are highly restrictive and you have to agree to these same rules (whether you read them or not) before you can complete the purchase.

When refunding tickets, it is hard for any agency to refund a non-refundable ticket. We have to check with our ticketing offices and dig deep into the contracts, terms, and rules we have established to offer such cheap fares. In some cases some customers arent able to get a refund because of these "bulk" tickets but you were at a higher rate.

Now when it comes to getting a refund because it has to go through the airline ticketing system it does take some time. This is why our agents advice such long dates. Once you agree to the refund, we get the refund processed. After careful review of your booking. You were refunded and charged on the same day. But as I said before dealing with the airlines directly is totally different than dealing with any "Third Party booking agency."

I really do apologize about this situation and hope this sheds some light on the matter because we are not trying to cheat, and/or mistreat anyone. We are simply providing a service and as everyone knows rules and restrictions do apply. They are on our website for everyone to see. Again I hope this clears things up. If you have not received your refund within the next 2 weeks please contact me directly my contact information is below and I will look into this for you. Thank you

Special Operations Team Manager

Hello Angry Cat,

When you book on our website, we do have higher rules and restrictions because we have highly restrictive tickets. Here is the full copy and paste of our rules and restrictions and the link to access them. These are not hidden fees as you stated. You have to agree to these rules and restrictions before you book your reservation and you are given several chances to review the full rules and restrictions before you book your reservation.

I apologize that you feel as if you were wronged but everything was clearly put in front of you and you agreed to them.

In order to change the ticket(s) that you have purchased, you must:

Request a change before the first travel date.

Pay a fee of $200 (for Domestic Flights) and $350 (for International Flights)

Additionally, if the new tickets cost more than the original tickets you must pay the difference. If the new tickets are less than the original, the airline will not credit the difference.

http://airfare.com/airfare5/content/regulations.aspx

As you see once you purchase the tickets they are fully non-refundable, and if we are able to process a refund it will cost extra fees.

I hope this clears up the information that you stated above. Have a wonderful day!

feedback@airfare.com

Hello,

First and foremost I would like to extend my deepest apologies for your loss and how our company has treated your situation. Please give us the time we need to make sure we take care of all of your needs. This does require a little more patience but I promise that we will make sure this situation has been handled properly.

We have researched the situation with our refund and accounting departments along with our customer service managers to assure that nothing was missed. Based on our investigation we have been able to determine that we had sent off your request along with the relevant documents to the airline immediately after receiving it from you. We did this because all refund situations in case of death must be handled by the airline. We have been trying to obtain a special waiver for this kind of refund. The airline received all of the documents we forwarded to them but unfortunately the airline has not been responsive as to the status of our refund request. We think that because the name on the death certificate does not match any of the passengers' there may be a few problems. We also believe that due to the increase in volume of refund requests as a result of civil unrest in Egypt/Middle East and the earthquake in Japan, they may take longer than usual to respond.

We are deeply sorry about the break in communication and lack of follow-through on our part, as up until your last email we honestly thought the refund was done and you had already gotten your money from the airline. Please be advised that we resubmitted all of your documents again to the airline and we have been following it up and plan on doing so until we get a response from them explaining why your money has not been refunded to this day. Because we deal with deeply discounted fares we have to go through specific agency channels to get refund requests completed. This is especially true for death certificate cases, as it must be done by the airline and they have full control over your money to either refund or keep. We are both at the mercy of the airline, and we must both wait to see what happens.

Since these developments, our customer service admin system has been updated with all of your current information and recent updates. This will enable all of our customer service representatives to be aware of what is going on with yout situation. What this means is the next time you give us a call for an update, any agent who picks up your call will be able to tell you exactly what is going on. I have also resent all of the information to our ticketing offices and the airline refund department for further review. Your case has also been marked as high priority in order to get everything expedited for you.

I do apologize that this will take a little bit longer, and I thank you for your continued patience. I have sent this response to your email address which was located in our booking archive ---please feel free to save my e-mail address so that you may be in direct contact with me. If you have any further questions please feel free to contact me directly. Again I am humbly sorry and sincerely wish to take care of this situation for you.

Thank you,

Airfare.com

Hello Mike,

Hello, my name is Adrian and I am a Special Operations Team Supervisor. We apologize for the experience you had with us. We have researched your booking and situation to try to find you the best solution. If I find that Aifare.com has done any of the wrong you stated in your complaint we will immediately get this corrected for you as we believe and committed in providing world class customer service.

We have found your booking "4R5OMQ" (for your reference). We have noticed that you contacted us the 18th of December, to transfer the ticket from one passenger to another. Please be advised, airline tickets are non-transferable. This was clearly stated in the rules and restrictions that you agreed to when booking the reservation. Since then you were trying to change the reservation and our customer service team were trying to help you and notified you that it would cost 350.00 penalty and any difference in fare. On the 19th of December we received an email from you requesting to cancel and change the name of the passenger due to "visa issues". At your request because the travel was leaving on the 20th of December we cancelled the booking and then again advised you that we were not able to change the name only the date. We have been waiting on your response as to when you wanted to travel as the tickets are still open for use.

Per your written email request the reservation was canceled. That booking is still open and ready for use but it is only good for the traveler and penalties and fees would have to be paid as you agreed to when booking your reservation.

Please contact us as soon as possible so we can get this resolved for you. If I do not hear back from you in the next couple of days I will be in contact with you to try to get this resolved.

Thank you

Special Operations Team Manager

Ms. Stefanie Z*****,

We have maintained throughout the course of our investigation into your case that there was nothing we at Airfare.com could have done to prevent your situation from occurring. At times there are certain miscommunications between the airlines and third party travel agencies. We do acknowledge, however, that the situation could have been handled better by our customer service staff and as I have mentioned in our other correpsondences, these issues are currently being addressed and we have diverted much of our resources to ensuring a more optimal outcome to situations such as yours. But as it stands, it is neither within our interest nor our power to cancel your booking whenever we want to. It simply makes no sense for us to cancel your booking for no reason. We issued valid tickets from the beginning; I do not know why you were initially denied passage, but if we had not issued valid tickets the airline would not have had the ability to work out a seat for you as you mention in your complaint. The tickets were not conjured out of thin air by the airline.

As such, though we do not accept blame for the root cause of your problems, we do acknowledge that our customer service department certainly could have handled the situation better. As a sign of our remorse in this regard as well as our gratitude for your patience and understanding we issued a refund weeks ago for your phone bill to your submitted mailing address. If you do not receive said payment please do not hesitate to contact us.

Thank you,

Airfare.com

Hello Mr. Wolf

I have researched this situation and I have found something that will benefit you in the future. Let me clear up a few things.

On Sept 30, 2010 at 1:56pm you purchased a reservation to go one way on Continental Airlines to go from Buffalo to Genveva via Newark. This is under the PNR YL5BWF, we do show in our system that you were the one that booked the reservation as log all ip address that were used for verification purposes.

I am not sure why the airline was not able to pull up your booking by your name as a valid ticket was issued. Please call one of our agents and reference the reference number above so our agents can give you the ticket number.

Also, on December 14th , at 3:18pm under the same IP address we see you booked another reservation online going to and from the same destination for the January 22nd 2011, I see where you needed to make a change on your reservation but you were unsure of how to make that change or the cost. the booking number is 44U842.

We have both of your tickets intact and still open for use for you. Please call us referencing these numbers so we can go over details on how you will be able to use the credits we have.

I see that your booking was clearly a miss-understanding and we have always been willing to help you this matter. Please be aware that airfare.com does not have your money as all the profit for the ticket went directly to the airline as we only made 5 dollars of this booking. That was not paid by you but by the airline.

We can fix your situation please get in contact with us so we can go over details.

feedback@airfare.com

Mehmet Tekeli,

When making a change request as you agreed to before booking your reservation online it clearly stated that if you were to make changes to your reservation you would have to pay a change penalty fee and difference in fare. Understand that we can not book you on any airline, and put you on any flight. We have to follow the rules of the issuing airline ticket carrier.

In other words, if you booked a Delta flight to London, you can not change to a United flight to Japan. It does not work like that. We can only put you on what is available and what is acceptable by the airline. This is why it took so long on the phone. We have to make sure we are processing everything correctly so you will not have any problems at the airport for your requested change. So we were actually serving you in more ways than you realized.

If you have any questions email me at feedback@airfare.com.

Special Operations

Resolved

This has been resolved

This has been resolved

Dear Gargi,

I am deeply sorry about the situation and the experience that you encountered with us. I do wish you were able to get to a manager so this situation can be explained to you as it as not how you say it is. Let me try to explain to ease your mind as you were not trapped.

We are a wholesale consolidator as stated on our website, which means we purchase tickets at bulk prices from other ticketing offices. This means that all the tickets are not priced the same way as they come from different places which allows us to offer such low fares. Now once your ticket is purchased it is purchased under a set of guidelines we must follow. Especially when it comes to re-pricing so even though a lower fare was found online, that does not mean it is the same type of ticket you purchased. We have to reprice under the same guidelines as you originally purchased. So in some cases it might be higher.

Also, ticket prices change constantly so from the time you looked at the booking online to the time the change was processed, the fare could have changed. So there are many factors that play along with this.

I totally understand your frustration as if this was explained to you before it would have been alot easier to deal with. But our agent did not try to cheat and or trap you. You as our customer our the ones that put food on our table. I am currently going over call records for the dates and times we have here for you and will deal with any poor customer service issues on our end. We are also implementing new things and ways to make the customer experience more enjoyable.

I am deeply sorry for the experience you encountered with us and hope that if there be a next time that it is more pleasant.

feedback@airfare.com

Special Operations Manager

We apologize for the experience you had with us. Airfare.com offers cheap airfare through airline consolidation” strategies but still have no control over the airline ticket prices. The prices that are offered on the website are the fares that the airline gives to us to provide. We do not control how the prices fluctuate from a day to day basis; only provide our customers with the lowest possible fares available. Our company culture also insists upon exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com. This team is specially dedicated to working diligently to resolve every customer concern.

Airfare.com does not change reservations without the written consent of the traveler. Airlines are constantly updating their systems with new flight times and routing. In some cases notification is not sent to us so we can not notify the passenger of an airline schedule change. When we do receive notification, we make every attempt to advise the passenger about the schedule change – by phone and email. Airfare.com will do everything possible to help the traveler find acceptable arrangements, with the ultimate responsibility placed on the airline to give the approval on accommodating the passenger’s schedule change. Our company’s policy insists on exceeding customer expectations, by looking for every avenue to assist our customers If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

We apologize for the experience you had with us. We heard your complaint as well as the complaints of others, and we acknowledge that our policy has been somewhat cumbersome. It is not airfare.com’s intentions to inconvenience our customers in any way. Since we value our client’s opinion and strive to provide the utmost in customer service, we have changed our policies. We will no longer asking for an authorization form to be sent on third party bookings. We here at Airfare.com are listening, and would like to thank you for your concerns and helping us continue to strive for world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

We apologize for the experience you had with us. We heard your complaint as well as the complaints of others, and we acknowledge that our policy has been somewhat cumbersome. It is not airfare.com’s intentions to inconvenience our customers in any way. Since we value our client’s opinion and strive to provide the utmost in customer service, we have changed our policies. We will no longer asking for an authorization form to be sent on third party bookings. We here at Airfare.com are listening, and would like to thank you for your concerns and helping us continue to strive for world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

We apologize for the experience you had with us. We heard your complaint as well as the complaints of others, and we acknowledge that our policy has been somewhat cumbersome. It is not airfare.com’s intentions to inconvenience our customers in any way. Since we value our client’s opinion and strive to provide the utmost in customer service, we have changed our policies. We will no longer asking for an authorization form to be sent on third party bookings. We here at Airfare.com are listening, and would like to thank you for your concerns and helping us continue to strive for world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

We apologize for the experience you had with us. We heard your complaint as well as the complaints of others, and we acknowledge that our policy has been somewhat cumbersome. It is not airfare.com’s intentions to inconvenience our customers in any way. Since we value our client’s opinion and strive to provide the utmost in customer service, we have changed our policies. We will no longer asking for an authorization form to be sent on third party bookings. We here at Airfare.com are listening, and would like to thank you for your concerns and helping us continue to strive for world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

We apologize for the experience you had with us. We heard your complaint as well as the complaints of others, and we acknowledge that our policy has been somewhat cumbersome. It is not airfare.com’s intentions to inconvenience our customers in any way. Since we value our client’s opinion and strive to provide the utmost in customer service, we have changed our policies. We will no longer asking for an authorization form to be sent on third party bookings. We here at Airfare.com are listening, and would like to thank you for your concerns and helping us continue to strive for world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com does not change reservations without the written consent of the traveler. Airlines are constantly updating their systems with new flight times and routing. In some cases notification is not sent to us so we can not notify the passenger of an airline schedule change. When we do receive notification, we make every attempt to advise the passenger about the schedule change – by phone and email. Airfare.com will do everything possible to help the traveler find acceptable arrangements, with the ultimate responsibility placed on the airline to give the approval on accommodating the passenger’s schedule change. Our company’s policy insists on exceeding customer expectations, by looking for every avenue to assist our customers If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

It is Airfare.com’s belief that providing world-class customer service is a top priority. We are committed to answering all questions and handling all issues. All of our agents are thoroughly trained to handle all of our travelers needs. In the interest of providing effective and timely service to our travelers, airfare.com does utilize off-shore call center services to supplement our U.S. team. Airfare.com takes customer feedback very seriously and has enacted a major overhaul of the customer service department beginning in July, 2010. Airfare.com is committed to our practice of providing out clients with world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

We apologize for the experience you had with us. We heard your complaint as well as the complaints of others, and we acknowledge that our policy has been somewhat cumbersome. It is not airfare.com’s intentions to inconvenience our customers in any way. Since we value our client’s opinion and strive to provide the utmost in customer service, we have changed our policies. We will no longer asking for an authorization form to be sent on third party bookings. We here at Airfare.com are listening, and would like to thank you for your concerns and helping us continue to strive for world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

We apologize for the experience you had with us. We heard your complaint as well as the complaints of others, and we acknowledge that our policy has been somewhat cumbersome. It is not airfare.com’s intentions to inconvenience our customers in any way. Since we value our client’s opinion and strive to provide the utmost in customer service, we have changed our policies. We will no longer asking for an authorization form to be sent on third party bookings. We here at Airfare.com are listening, and would like to thank you for your concerns and helping us continue to strive for world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com does not change reservations without the written consent of the traveler. Airlines are constantly updating their systems with new flight times and routing. In some cases notification is not sent to us so we can not notify the passenger of an airline schedule change. When we do receive notification, we make every attempt to advise the passenger about the schedule change – by phone and email. Airfare.com will do everything possible to help the traveler find acceptable arrangements, with the ultimate responsibility placed on the airline to give the approval on accommodating the passenger’s schedule change. Our company’s policy insists on exceeding customer expectations, by looking for every avenue to assist our customers If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com does not change reservations without the written consent of the traveler. Airlines are constantly updating their systems with new flight times and routing. In some cases notification is not sent to us so we can not notify the passenger of an airline schedule change. When we do receive notification, we make every attempt to advise the passenger about the schedule change – by phone and email. Airfare.com will do everything possible to help the traveler find acceptable arrangements, with the ultimate responsibility placed on the airline to give the approval on accommodating the passenger’s schedule change. Our company’s policy insists on exceeding customer expectations, by looking for every avenue to assist our customers If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com does not change reservations without the written consent of the traveler. Airlines are constantly updating their systems with new flight times and routing. In some cases notification is not sent to us so we can not notify the passenger of an airline schedule change. When we do receive notification, we make every attempt to advise the passenger about the schedule change – by phone and email. Airfare.com will do everything possible to help the traveler find acceptable arrangements, with the ultimate responsibility placed on the airline to give the approval on accommodating the passenger’s schedule change. Our company’s policy insists on exceeding customer expectations, by looking for every avenue to assist our customers If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

We apologize for the experience you had with us. We heard your complaint as well as the complaints of others, and we acknowledge that our policy has been somewhat cumbersome. It is not airfare.com’s intentions to inconvenience our customers in any way. Since we value our client’s opinion and strive to provide the utmost in customer service, we have changed our policies. We will no longer asking for an authorization form to be sent on third party bookings. We here at Airfare.com are listening, and would like to thank you for your concerns and helping us continue to strive for world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

We apologize for the experience you had with us. We heard your complaint as well as the complaints of others, and we acknowledge that our policy has been somewhat cumbersome. It is not airfare.com’s intentions to inconvenience our customers in any way. Since we value our client’s opinion and strive to provide the utmost in customer service, we have changed our policies. We will no longer asking for an authorization form to be sent on third party bookings. We here at Airfare.com are listening, and would like to thank you for your concerns and helping us continue to strive for world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com does not change reservations without the written consent of the traveler. Airlines are constantly updating their systems with new flight times and routing. In some cases notification is not sent to us so we can not notify the passenger of an airline schedule change. When we do receive notification, we make every attempt to advise the passenger about the schedule change – by phone and email. Airfare.com will do everything possible to help the traveler find acceptable arrangements, with the ultimate responsibility placed on the airline to give the approval on accommodating the passenger’s schedule change. Our company’s policy insists on exceeding customer expectations, by looking for every avenue to assist our customers If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

We apologize for the experience you had with us. We heard your complaint as well as the complaints of others, and we acknowledge that our policy has been somewhat cumbersome. It is not airfare.com’s intentions to inconvenience our customers in any way. Since we value our client’s opinion and strive to provide the utmost in customer service, we have changed our policies. We will no longer asking for an authorization form to be sent on third party bookings. We here at Airfare.com are listening, and would like to thank you for your concerns and helping us continue to strive for world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

We apologize for the experience you had with us. We heard your complaint as well as the complaints of others, and we acknowledge that our policy has been somewhat cumbersome. It is not airfare.com’s intentions to inconvenience our customers in any way. Since we value our client’s opinion and strive to provide the utmost in customer service, we have changed our policies. We will no longer asking for an authorization form to be sent on third party bookings. We here at Airfare.com are listening, and would like to thank you for your concerns and helping us continue to strive for world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com does not change reservations without the written consent of the traveler. Airlines are constantly updating their systems with new flight times and routing. In some cases notification is not sent to us so we can not notify the passenger of an airline schedule change. When we do receive notification, we make every attempt to advise the passenger about the schedule change – by phone and email. Airfare.com will do everything possible to help the traveler find acceptable arrangements, with the ultimate responsibility placed on the airline to give the approval on accommodating the passenger’s schedule change. Our company’s policy insists on exceeding customer expectations, by looking for every avenue to assist our customers If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

It is Airfare.com’s belief that providing world-class customer service is a top priority. We are committed to answering all questions and handling all issues. All of our agents are thoroughly trained to handle all of our travelers needs. In the interest of providing effective and timely service to our travelers, airfare.com does utilize off-shore call center services to supplement our U.S. team. Airfare.com takes customer feedback very seriously and has enacted a major overhaul of the customer service department beginning in July, 2010. Airfare.com is committed to our practice of providing out clients with world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

It is Airfare.com’s belief that providing world-class customer service is a top priority. We are committed to answering all questions and handling all issues. All of our agents are thoroughly trained to handle all of our travelers needs. In the interest of providing effective and timely service to our travelers, airfare.com does utilize off-shore call center services to supplement our U.S. team. Airfare.com takes customer feedback very seriously and has enacted a major overhaul of the customer service department beginning in July, 2010. Airfare.com is committed to our practice of providing out clients with world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

It is Airfare.com’s belief that providing world-class customer service is a top priority. We are committed to answering all questions and handling all issues. All of our agents are thoroughly trained to handle all of our travelers needs. In the interest of providing effective and timely service to our travelers, airfare.com does utilize off-shore call center services to supplement our U.S. team. Airfare.com takes customer feedback very seriously and has enacted a major overhaul of the customer service department beginning in July, 2010. Airfare.com is committed to our practice of providing out clients with world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com does not change reservations without the written consent of the traveler. Airlines are constantly updating their systems with new flight times and routing. In some cases notification is not sent to us so we can not notify the passenger of an airline schedule change. When we do receive notification, we make every attempt to advise the passenger about the schedule change – by phone and email. Airfare.com will do everything possible to help the traveler find acceptable arrangements, with the ultimate responsibility placed on the airline to give the approval on accommodating the passenger’s schedule change. Our company’s policy insists on exceeding customer expectations, by looking for every avenue to assist our customers If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

It is Airfare.com’s belief that providing world-class customer service is a top priority. We are committed to answering all questions and handling all issues. All of our agents are thoroughly trained to handle all of our travelers needs. In the interest of providing effective and timely service to our travelers, airfare.com does utilize off-shore call center services to supplement our U.S. team. Airfare.com takes customer feedback very seriously and has enacted a major overhaul of the customer service department beginning in July, 2010. Airfare.com is committed to our practice of providing out clients with world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com does not change reservations without the written consent of the traveler. Airlines are constantly updating their systems with new flight times and routing. In some cases notification is not sent to us so we can not notify the passenger of an airline schedule change. When we do receive notification, we make every attempt to advise the passenger about the schedule change – by phone and email. Airfare.com will do everything possible to help the traveler find acceptable arrangements, with the ultimate responsibility placed on the airline to give the approval on accommodating the passenger’s schedule change. Our company’s policy insists on exceeding customer expectations, by looking for every avenue to assist our customers If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

It is Airfare.com’s belief that providing world-class customer service is a top priority. We are committed to answering all questions and handling all issues. All of our agents are thoroughly trained to handle all of our travelers needs. In the interest of providing effective and timely service to our travelers, airfare.com does utilize off-shore call center services to supplement our U.S. team. Airfare.com takes customer feedback very seriously and has enacted a major overhaul of the customer service department beginning in July, 2010. Airfare.com is committed to our practice of providing out clients with world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

We apologize for the experience you had with us. We heard your complaint as well as the complaints of others, and we acknowledge that our policy has been somewhat cumbersome. It is not airfare.com’s intentions to inconvenience our customers in any way. Since we value our client’s opinion and strive to provide the utmost in customer service, we have changed our policies. We will no longer asking for an authorization form to be sent on third party bookings. We here at Airfare.com are listening, and would like to thank you for your concerns and helping us continue to strive for world class customer service. Our company’s policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com does not change reservations without the written consent of the traveler. Airlines are constantly updating their systems with new flight times and routing. In some cases notification is not sent to us so we can not notify the passenger of an airline schedule change. When we do receive notification, we make every attempt to advise the passenger about the schedule change – by phone and email. Airfare.com will do everything possible to help the traveler find acceptable arrangements, with the ultimate responsibility placed on the airline to give the approval on accommodating the passenger’s schedule change. Our company’s policy insists on exceeding customer expectations, by looking for every avenue to assist our customers If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com does not change reservations without the written consent of the traveler. Airlines are constantly updating their systems with new flight times and routing. In some cases notification is not sent to us so we can not notify the passenger of an airline schedule change. When we do receive notification, we make every attempt to advise the passenger about the schedule change – by phone and email. Airfare.com will do everything possible to help the traveler find acceptable arrangements, with the ultimate responsibility placed on the airline to give the approval on accommodating the passenger’s schedule change. Our company’s policy insists on exceeding customer expectations, by looking for every avenue to assist our customers If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.

Airfare.com understands that unexpected situations may come up to where your travel plans must be changed; however, we remind all travelers that fees and the difference in airfare are due upon changing your reservation. Airfare.com has no control over the airline ticketing prices. These are the change rules and regulations that all travelers agree to before booking a reservation. Airfare.com will do our best to accommodate traveler’s needs, but we will follow the rules and regulations that were presented prior to booking. Our company policy insists on exceeding customer expectations by looking for every avenue to assist our customers. If you have any comments, questions and/or concerns please feel free to contact our Special Operations team at feedback@airfare.com.