[Resolved] CheapoAir.com / excessive service charges, horrible customer services, and deceiving customers' review board
After I purchased a round trip ticket from cheapoair.com via Continental airline to Asia on January 5. Within a few hours later, I found out the price had dropped $74.00 for the exact same itinerary. I called the customer service and talked to many representatives regarding the price drop and wish to be credited the differences (as other reputable web agencies allow customers to cancel without penalty within 24~48 hours); I was treated as a pest and was refused of my request.
I was wondering of my treatment by those nasty customer service representatives since I had read as many reviews as I could on their website before I purchased my ticket, and could not find any negative one. So, I intended to post my bad experience of their horrible customer service and cheapoair.com unfair business practice on their customer reviews board. But it was never appeared on their reviews board. Instead, Renee Andrews contacted me via email. After a whole day of back and forth emailing, they finally agreed to credit $65.00 out of $74.00 back to my AMEX. Don't ask me why, but it's better than nothing.
A few days later, I checked my reservation on the Continental Airline's website and found out the cost of my trip was only $1320.30 ($1232.00 + $88.30 taxes and fees). But cheapoair charged me $1344.30 and another $124.00 taxes and fees (?) on my American Express credit card. That means, cheapoair charged me $148.00 for their commission on my ticket. I have never heard of such a big commission profit from an airline web agency. The normal commission for a travel agency is around $20~$25.00 per round trip ticket.
My conclusion of this cheapoair.com is that it is a many fraudulent facets traveling web agency. Stay far away!
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, Feb 10, 2009
Yoko, in the email you sent me, I did respond back that I was looking into why the fare difference. I gave the refund of $65.00 for the original fare difference, in which 10.00 is our service fee that we kept. I am checking with billing regarding your recent transaction, I will be in touch as soon as I have a response.
CheapOair Customer Care's Response, Feb 16, 2009
I am glad to say that we have come to an agreement with the above complaint and a portion of her refund has already been processed. It was an honest error, and we where not out to take more money, or charge outrageous fees after we just reissued for a refund of $65.00
We did an exchange on her first complaint regarding the fare decrease of $75.00, so when our ticketing team did the exchange, they inadvertenly charged the reissue fee that the airline charges, plus another Cheapoair.com service fee. So all of her money will be refunded to the customers satisfaction.
Yoko, as I had advised, it may take the credits a few weeks to appear, but you had assured me you would recant your posting, and Cheapoair.com and myself are greatly appreciative. We do care about providing client satisfaction.
CheapOair Customer Care's Response, Feb 27, 2009
Hannah Montanna., I do believe once the customer posts on such boards that confidentiality no longer exist. She put the information out there for all to view, not Cheapoair.com. Once a company is portrayed in such a manner, we as a business have every right to defend ourselves and make sure all see the outcome as well.
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