I booked a flight on 5/1/2019 using CheapOAir from Detroit, MI to Dublin, Ireland (connecting in Charlotte, NC), 8/2/2019. I made the purchase with upgraded seating at 12:16p. Shortly thereafter, at 12:37p, I called and amended the travel dates.
The agent I spoke with stated they made the change, and the seating would be updated within 48 hours. I received a confirmation of the charges, showing $230.59 for paid seats, and a box showing 'Seats Selected: Confirmed.' Additionally, I confirmed my card was charged for the upgraded seating.
On 7/25/2019, nearing my departure date, not seeing any updates for my seat assignment, I began an investigation into the issue. At the time of this writing, after hours on the phone with multiple customer service associates & management, and even more time on hold, the issue is still not resolved.
I have been told everything from, the amount was declined, to the amount was never charged.
The manager I last spoke with, Shelby, stated he needed proof of me paying. I sent over everything that day to [protected]@cheapoair.com, as requested. He stated someone from billing should be in touch within 24 hours.
As of 1:30p EST today, 7/30/2019, nobody has reached out to me. I sent a follow up email to the same address on Sunday, 7/28/2019, with no response. I submitted a request for a call this morning just before 6a EST; I received reference #[protected], and have received no response.
I have called back in, and am told, yet again, the card was never charged. Then, I was told it was refunded.
I've attached documents showing the booking confirmation, charges, credit card confirmation of charges, and a search for refunds in that amount range on my credit card to show, I have been charged, and have received no refunds.
As a side note, I am flying American Airlines. I did call them, and a very helpful lady there, Pam, stated CheapOAir voided the upgraded seats at 12:37p.
I now have another associate, Fletcher, who is telling me the seat charge was a 'soft charge, ' and the tickets have been refunded. I explained to him, again, as I have to every agent I have spoken with, the card is on my card, as are all the charges, matching the booking confirmation total. He urged me to check my card again. I explained that I have already done such, at the direction of Shelby, and no such refund was issued.
All I am looking for are my upgraded seats that were paid for on 5/1/2019.
After hours on the phone, where I've had to prove myself, although the charges are there, on the booking confirmation, I still do not have a resolution. I'm frustrated, and flabbergasted at the lack of knowledge, as well as lackluster client service.
PS, I am having difficulty uploading PDF's.