This all started because I wanted to change my arrival time by 1.5 hours. See my email to cheapoair and by the way, I still don't have my refund yet. I was told on 7/12 that I would be charged a $100 cancellation fee since I was changing my arrival time on my flight within 24 hours. At cheapoair's request I canceled the booking #502367 and re booked with the correct time. I was then asked to send an email to [protected]@cheapoair.com requesting the cancellation and acknowledging the $100 fee which I did at 10:17pm on 7/12.
I've been trying to get a status on my refund for booking #502367 since 7/17/07 (More than 6 weeks). I've emailed twice 7/17/07 and 7/19/07 - no response) and called numerous times including 8/14, 8/15, 8/22). I was placed on hold forever (Once for over an hour) and disconnected several times. When I did reach someone I was always told that my refund was being processed, but it would take up to 6 weeks to get it back. I was even told by perry that it may take until the end of august which would be 8 weeks although cheapoair's website states approx. 4-6 weeks.
6 weeks later and now i'm being told that it will take an additional 3 weeks due to some internal errors at cheapair and that I had not sent back my canceled ticket. Well no one ever told me that I needed to send the ticket back which I would have done immediately. Again, i've been in communication with your company for weeks and wasn't until I talked to philip on 8/22 that I was ever told to send the ticket back.
On 8/22/07, I overnighted the ticket back to cheapoair and received confirmation that it was received on 8/23.
On 8/23 after the receipt of my ticket I was then told by philip that the airline would deduct $200 from my refund for the cancellation which no one at cheapoair ever told me. They only told me about the $100 cancellation fee from cheapoair. Again, I was only changing my flight time not canceling my trip. By now i'm very frustrated and disappointed with your company and it's service with the exception of philip how has tried to help. I would have never changed by flight time if I had known it would have cost me an additional $300. Sorry, but getting into milan 1.5 hours earlier would not have been worth it. Philp said that he would try to get the some of the $200 refunded from my current booking, but the key word was 'try' which he didn't even mention in his email to me.
I do not feel I should be charged a fee at all especially one that I was never made aware of or approved. Again, i've been in dealing with cheapoair for over 6 weeks! At this point the following people will be contacted and will be made aware of this horrendous service (Again with the exception of philip); ram peddinit (Head of call center), steve lanzalotto (Director of operations), werner kunz (Chief strategy officer) and sam jain (Ceo). I'm also contacting consumer affairs.
This is the first and last time I will ever use our site and I will make all of my friends, families and associates aware of how I was treated. It's a simple refund and should not have been this time consuming and stressful to take care of.
As of 12/3/07, Cheapoair still has not provided my complete refund. Alitalia refunded my ticket, but Cheapoair owes me $100. They are now saying that Alitailia is responsible for this refund which could take up to 6 months, per Renee Andrews at Cheapoair. However, in their written response to the Better Business Bureau they acknowledge fault and claim that my refund will be coming from THEIR accounting department. Still nothing!
The complaint has been investigated and resolved to the customer's satisfaction.