[Resolved] Cheapoair / refund issues!
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 email@example.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.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
CheapOair Customer Care's Response, Oct 30, 2007
Dear Ms. Hill,
I am following up to the posting on this website, and it appears you have received your refund. I am truly sorry for the delay and the bad experience you had while using our products and services.
Cheapoair values your business, and we are striving each day to provide quality service and products.
CheapOair Customer Care's Response, Dec 08, 2008
Dear Valued Customer,
CheapOair uses 3rd party software and feed to display fares on over 300 Airlines, 75, 000 Hotels, and 35 Car Rental cos., We use best industry practices to display fares based on the most current data supplied by the GDS's - Global Distribution Systems. The Airlines load their fares on ATPCO, from where the GDS's access these fares and supply to us and other Online Travel Agencies. There is approximately 10-15% chance of the fare not being available which is Industry standard, all major Online agencies have the same policy. This is also due to cached data and not real time data provided to us by the GDS's. We make best efforts to minimize these by reducing our SOLD OUT issues but we are totally dependent on 3rd parties for this information. We regret this and apologize for the in-convenience".
for futher assistance please email me at:
CheapOair Customer Care's Response, Dec 08, 2008
In regards to the above complaint, Airtran airways has not filed bankruptcy, and is still in full operations.
CheapOair Customer Care's Response, Dec 14, 2011
Our website clearly displays all pricing in US currency. We are based in the US, therefore, all purchases will be charged. Apparently the customer did not review the booking page prior to hitting submit. We are sorry that they had the added expense, but clearly an oversight by the consumer.
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