[Resolved] Cheapoair / no ticket received
My wife needed to travel urgently to her dying mother. We booked a flight about 6 pm pdt on 5/9/07 on cheapoair's website. Total cost $1, 276.20.
We received an email and called cheapoair's number [protected] to provide confirmation at ~8 pm pdt and then again at ~11 pm pdt to ask if everything was ok. I was assured everything was ok and my wife’s reservation was ok. No one ever call us.
We arrive at the sacramento airport 6:30 am on 5/10/07 and united could not accept my wife’s reservation, there was no ticket number. The united agent tried to call us airways and saber. They could not find a ticket number.
I tired to call cheapoair's number [protected] for help. I left an emergency message. I spoke to two different agents but was cut off after a few minutes of being on hold while they researched. I tried to get thru from 6:45 am till boarding time ~8 am. We never received a call back.
At 8 am we gave up and purchase a ticket from united, cost ~$1, 500.
I've not received a reply to email sent or phone messages since.
We asked cheapoair to paid the difference. No reply to emails or written request.
We booked with cheapoair in the past, never again.
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, Jun 10, 2008
Minnie Harris has been taken care of, we changed her flights to the correct destination, without additional cost to her. It is very important that when making a reservation with any travel company, you need to review the itineary, there are too many cities that are the same.
This was an honest mistake that could happen to anyone, it should not have any beearing on the service that Cheapoair.com can provide, we have a great staff, and will do what ever we can to get your situation corrected.
CheapOair Customer Care's Response, Jul 16, 2008
I have emailed the customer on the above complaint, whenever you purchase travel insurance, one of the coverages is cancellation due to medical reasons, therefore I am not sure why the customer did not file a claim on the non refundable ticket. I have asked them to provide me with a booking confirmation so that I can further assist them.
CheapOair Customer Care's Response, Jan 16, 2009
Why would the customer feel that they don't have to pay for the cost of her new plane ticket? so basically she feels you can book a flight to Baton Rouge let's say July and pay 650.00 but wants to go now at christmas when travel is alot more expensive and not have to pay the fare for christmans travel, when other travelers have paid much higher cost.
Just so everyone is aware, you cannot buy a ticket for one date and expect to change to a new date and not pay the current airfare. It's too bad that she had to make changes, but the choice was hers, why is Cheapoair.com at fault here?
CheapOair Customer Care's Response, Feb 27, 2009
I do apologize if you have not been contacted back. If you could provide me with your old booking confirmation I can research this for you.
You did mention you had an old ticket bought from us, you also mentioned Delta so I assume the reservation was on Delta airlines and they discontinued service. If the airline has discontinued flights only they can offer new flights or a refund. Cheapoair.com is the travel arranger, we do not have a role to play in the airlines operations. Once a booking is made, the cost of the ticket is sent to the airline for purchase cheapoair.com does not get to keep the money.
You also have to understand that as a travel agency we are under obligation to collect any fees and follow all the rules put forth by the airline. The quicker you forward me the booking confirmation, the sooner I can assist you with getting these flights booked.
CheapOair Customer Care's Response, Mar 17, 2009
Still no response from the above NCANDSCREWED:
You can still forward your booking confirmation to my email address, and I will most definately help you get this resolved.
CheapOair Customer Care's Response, Apr 21, 2009
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".
Also, the 1.00 charge is a pre-authorization charge to verify that the credit card is valid. This authorization falls off within 24hours of searching our website.
CheapOair Customer Care's Response, Aug 11, 2009
I would like to point out that many customers feel that they have booked with CheapOair.com and actually have booked with the airline directly. There is no reason why we could not locate the customers reservation if he had provided the correct 7 digit booking confirmation. We also can locate by email address and phone number. Perhaps he has the wrong company! I also respond to the feedback emails, and all emails are responded to within 24hours.
CheapOair Customer Care's Response, Sep 04, 2009
Due to the increase of our business we have experienced a greater call volume. Our company is committed to providing quicker and more sufficient customer service attention to all our callers, new and returning. With this new found growth we are making necessary enhancements to our sales force and we do appreciate our customers patience while we make the adjustments. As the above customer mentioned, he has booked with us in the past and had never experienced the delays he encountered on this last reservation. As our company continues to offer the savings our customers are looking for, there is always going to be growing pains. I would like to add that we have included 33 more sales agents to our reservation center, and several others for various departments with our company.
We know the demand for our products is there, and we are committed to having a quicker response time in answering your calls, and provide great customer service that each of you deserve.
CheapOair Customer Care's Response, Sep 14, 2009
Dear Ratinal one, our fees are not disguised they are actually in the base price of the fare that you agreed to. They are listed under our terms and conditons and under the link TAXES AND FEES.
All this information is displayed for everyone to review, it is upto you the purchaser to read the information, and know what you are paying for. The above customer was given a $40.00 refund, $10.00 per traveler to make up for a portion of the service fee.
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