Complaints

This profile includes complaints for Smartfares's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Smartfares

  4545 Murphy Canyon Rd Ste 210 San Diego, CA 92123-4363

  
• 

  Smartfares

  PO Box 13 Vernon Hill, VA 24597-0013

• 

  Smartfares

  Arlington, VA 22201

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against an online hotel booking vendor named LBF Travel, which was utilized by Travel Powered by Mondee. My experience with this company has been extremely troubling, and I believe it is important to bring their unethical practices to your attention.The issue arose when I booked a reservation through Travel Powered by Mondee for the ************ in ***********. Following my stay, I encountered problems with the reservation and requested a refund from the hotel management. The management at the ************************ confirmed that a refund was issued to LBF Travel for the unused portion of my reservation.However, LBF Travel proceeded to harass me after I opened a dispute with my credit card company, ************ regarding the charge. Despite providing evidence of the refund issued by the ************************************************ persistently contacted me, demanding to recharge my card and threatening further action.Furthermore, LBF Travel deceitfully informed *********** that they had not received any information regarding a refund, despite my documentation proving otherwise. This deliberate misinformation from LBF Travel led *********** to deny my dispute and refuse to honor the refund owed to me.In addition, I attempted to contact Benefit Hub Travelsupport regarding this matter, but LBF Travel refused to respond to my inquiries.The conduct of LBF Travel is deeply concerning and constitutes harassment, deceptive business practices, and a breach of trust with their customers. I urge the ********************** to investigate this matter thoroughly and take appropriate action against LBF Travel to ensure that they cease their unethical practices and adhere to industry standards.Thank you for your attention to this serious issue.

  

  Business Response

  Date: 06/18/2024

  Dear **************;

  Thank you for your patience , apologies for delay in this response, we only recently received notification of your case from the BBB and are grateful the BBB admin sent us an email notification. Thank you for  your screen shots they helped us investigate more quickly . This was booked through Benefit Hub. LBF Travel does not have any bookings for Benefit Hub, they are not one of our customers. We did confirm this is a group  customer of Mondee ********************** Company. We  reached out to the Mondee customer service manager and provided your details on your behalf.  Today we received this response below;

  "Thanks for highlighting this case, We have identified the issue with this case and from a chargeback standpoint we accept this case now since the customer's right refund has been provided.
  Thanks & Regards. Thanks & Regards Pradeep "

  We have asked them to contact you directly and we hope you have a speedy resolution now that the proper channels have been identified. .Thank you. 

• Initial Complaint

  Date:05/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PURCHAASED AIRLINE TICKET FOR A FLIGHT AND WAS CHARGED FOR IT..i CONTACTED THE AIRLINE DIRECTLY AND WAS ADVISED THAT THEY HAVE NO RESERVATION ON FILE FOR MY PURCHASE..I CONTACTED THIS BUSINESS AND WAS GIVEN THE RUN AROUND

  

  Business Response

  Date: 06/18/2024

  Dear Ms. *******************************;

  Thank you for your patience , we apologize this complaint was  never received here at the BBB resolution desk until 24hours ago. We are grateful to the administration office of the BBB for reaching out to us and providing this complaint outside of the BBB platform .  We have had finance perform 3 separate audits in the last 24hours none show any charges under your email , name or phone .   We realize this was last month,  and details may be difficult to recall at this point but we are wondering if there was a different name, email , phone number etc any other details you have regarding this transaction and your charge that we can search under.  We have customer services emailing you to ask these questions where you can respond for 24/7 service or you can respond here in this platform.  If you have a charge and no ticket we need to immediately get this reversed and find out what /how that occurred. The only other option we should note is when  online attempting to purchase airlines will initiate a hold  on the funds while the system performs the booking process. If the process fails the hold  referred to by bank cards as an "authorization " is temporarily on your funds but this falls off rather quickly. Please let us know if this charge is still on your account , if not it was simply a hold which was released. Thank you and we hope to resolve this rapidly.

  Customer Answer

  Date: 06/18/2024

  Your Itinerary! Agency Confirmation #: 2271
  Here,s your flight itinerary. please retain this information code to reference your booking. we look forward to seeing you onbord.
  
  Traveler(s) Details  Your booking reference number 
  Name:  ******* ****** mcintosh  
  Billing No: **********  
  Alternate No: 
  Email: ********************* 2271  
  Your booking is under progress, Our Associate will reach you shortly. You may also contact at  
  
  *************** (Toll Free)</ span > 
  Itinerary Details 
  Depart
  ECONOMY
  
  JFK
  ********
  DL Flight# 2414
  
  Fri, Jul 19 2024 11:45 AM MSP
  ***********
  
  Fri, Jul 19 2024 01:50 PM
  ECONOMY
  
  MSP
  ***********
  DL Flight# 4032
  
  Fri, Jul 19 2024 02:21 PM CID
  ************
  
  Fri, Jul 19 2024 03:35 PM
  Traveller Details
  First Name Middle Name Last Name Type Gender Date Of Birth
  ******* ***************************** Adult Female 07 Oct 1969
  Disclaimer : All meal preferences, seat requests are not guaranteed.please contact your airline to reconfirm that they have received this request and confirmed it. 
  Pax & Price Details 
  Adult: 1 x 230.38  USD: 230.38 
  TOTAL TRIP COST: USD: 230.38 
  Your Booking is important for us !! For More Booking  
  .  
  
  Change Rules : 
  Changes (travel dates): All Changes will incur an administrative fee from the airline and agency in addition to the fare change.
  Changes (name): All tickets are nontransferable. All Changes will incur an administrative fee from the airline and agency in addition to the fare change.
  Cancel / Refund: Not allowed. 
  Flight Rules and Restrictions : 

  I called Delta and was advised that no reservation is on file under this reservation number...I contacted this service and was advised is that the only way this reservation will be confirmed if I paid over ****** for baggage fee...I then called my bank and had them reject this charge...THIS COMPANY IS A SCAMM AND HEADQUARTERS IS A PRIVATE HOUSE THEY NEED TO BE SHUT DOWN!!!!!!!

  
  

  

  Business Response

  Date: 06/19/2024

  Hello ******************** ;
  
  Thank you for sending this,very helpful and now we understand .  SmartCheapFares is the name listed at the bottom of your confirmation, this is not us, nor is there any affiliation to  Smartfares.com .  The website for the company on your confirmation shows c phone number  of ************. .As a courtesy I called the 866 number to verify it worked , a real person answered fairly  fast.  For context we are Smartfares.com, this company  is SmartCheapFares.com  They do look similar.  I could not find out where they are located or any other details perhaps the BBB can assist you in locating an escalated contact for them and can resolve this quickly for you.
  
  Thank you for letting us know . This information has been sent to you via email from our customer service desk as well .  
  
  
  

• Initial Complaint

  Date:04/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the smart cheap fares to book an around way flight we agreed on $950 for the around trip tickets from *** to YWG . She booked only one way ticket coming back and theres no ticket for going. Because the card doesnt have enough money. I asked for around trip if the card does not have money enough to pay for both ways she should not buy only one way. I asked to cancel it and wait until I have enough money to pay for the around trips as we agreed they refused to cancel and refund my money I have the email been sent by them to support my claim

  

  Business Response

  Date: 05/02/2024

  Dear *****************************';

  We do not see any pending bookings under your  name or email. The screen shots did not seem to provide a confirmation locator to help us find your booking records. We are anxious to look into what occurred can you please provide your booking number or confirmation code and we will take immediate action.  

  Customer Answer

  Date: 05/09/2024

  
  Regarding the replay from Smartfares I am sending you the transaction for the charge they made to my credit card when they booked one way ticket. They still laying. I did called Delta airlines and I explained to them what happened and they refunded my money 
  

  

  Business Response

  Date: 05/09/2024

  Dear ***************************** ;

  We are not lying , we are again asking for your booking confirmation code approximate date of booking. We are ready to perform an audit and ensure anything you are due is processed , we still need the booking confirmation code to do this. We realize this maybe frustrating however  we've completely changed processing systems twice in the last 15 months, depending when you booked and your code  we have  entirely different systems , NONE  are retrieving your booking with the information provided in the complaint. The new attachments do not have the booking confirmation code either.  We are trying to assist here but we are simplyl asking for the booking confirmation code and are standing by ready .

• Initial Complaint

  Date:04/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased from SmartFares in July, 2023 airfare for my November 22, 2023 trip to *******. On 11/20, I found with no help from SmartFares that one of my flights had been changed. I contacted SmartFares via phone and was told I had to pay a change fee even though one of the scheduled flights had been changed. What could I do, so I agreed. As of the day I was supposed to depart, 11/22, I still had no confirmation number for a new flight so I contacted SmartFares via phone. The same agent worked with me until hours before the flight was scheduled to leave when he finally gave me the option to cancel, which I did, of course. He stated via email that we would receive a refund but not until the third week of January. (He also informed me that the change fee and TAX were not refundable!) When there was no refund, I emailed back and was told that the airline refused the refund. This was not believable since there never was a ticket issued. I asked ***** to intercede since I booked via SmartFares through the Kayak website, and subsequently received an email from SmartFares on 3/3 stating I would have a refund within 15 business days. I did not. Two subsequent phone calls yielded the same results, a guarantee of the refund within ************************************* another guarantee, and this time I received an email asking for lots of information, including my PayPal account number. I copied and pasted from PayPal that the email address is the account number, but of course he knew that. All other PayPal refunds Ive received were seamless. When there was still no refund, I emailed and the same employee sent one more email telling me to be patient, and then SmartFares stopped responding again when I next questioned the delay. They keep promising a refund of $869.95 and of course, have not done so.

  

  Business Response

  Date: 04/26/2024

  Dear *********************************;

  Thank you for the attachments and letting us know what occurred. We have reached out to our ticket supplier to find out why the PayPal refund stalled after we've submitted it . We  will find out and keep you advised. We suspect refund system is sending an automatic halt due to a prior chargeback linked to your booking. We know this chargeback  is unrelated  as we had authorized the charge back to proceed objected. Refunds are halted on chargeback cases we will get this linkage removed if it has been the cause and be in touch with you shortly.

  Customer Answer

  Date: 04/27/2024

  This is total crap!  SmartFares has been stalling us from the time they did not provide the tickets I paid for.  In my original letter, I mentioned that even though my flight was in November, I was told that I would not see the refund until the third week in *******.  I have since learned that PayPal will only make refunds up to 180 days after the purchase, which was in July.  Shockingly, the third week in ******* was past this 180 day limit.  And what was written doesn't even make sense.  I get PayPal refunds all the time from every type of vendor.  First, I was never asked for my "PayPal ID number (again, there is no such thing), plus all the other hoops SmartFares made me jump through.  This is another stall!

  

  Business Response

  Date: 05/31/2024

  Dear *********************************;
  There is/was no intentional stall, disputes are a serious derailment to the normal process and PayPal adds yet another system of layers. We understand you are not satisfied and we deeply regret this has taken so long however we can confirm the refund of $869.95USD  appears fully processed in PayPal System as of May 29th 2024.  We have waited 48 business hours to respond here as we wanted to be certain after all the failures despite our processing , we wanted to make sure this appeared to have no issues and we  are happy to state you should have these funds now . We appreciate your patience . Please reach out if there is any further concern. 

• Initial Complaint

  Date:04/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a ticket reservation with Smartfares with flight reservation code FPLQRE/finnair reservation code 2NBFTG. It referred to 2 return tickets from ***-******** with FINNAIR AIRLINES. The charge on my account took place on 01/31/2023, for the amount of 1152,77 Euros, plus a commission for changing the currency for the amount of 28,82 euros. Eventually, 4 days before our flight we found out on our own (no one ever informed us) that the time of departure of the flight had changed due to a cancellation of the flight that I had booked. Finnair confirmed to me my right to cancel my tickets and to ask for a full refund, due to the application of European Regulation 261/2004 (attached).The agency (Smartfares) should have been the one to apply for the refund since the reservation was made through them. Since August 2023 I am trying to solve this issue with Smartfares with no lack whatsoever. We have been complaining to the company for almost one year now, and they keep telling us just to wait.. They refuse to give us a manager's contact details, they only reply with generic messages on a customer service level. Eventually, after contacting Finnair again, we found out that Finnair has refunded Smartfares with the amount of 1260,70 USD since 24th November 2023 (email attached), however since then Smartfares illegally deprives us from our money and refuses to proceed with the refund to our account. Furthermore, when I asked them where I can file a complaint about their company they never responded. When my husband called them they kept hanging up the phone to him every single time he mentioned about the refund!!!! We strongly believe this company is a scam, there are hundreds of complaints about the same issue.. we are shocked with the way we are treated from this agency and we never expected that from a US company headed in **.. This fraudulent behaviour cannot be accepted from our side..

  

  Business Response

  Date: 04/26/2024

  Dear Valued Client-
  Thank you for providing the attachment from the airline , this is helpful .We occasionally use ticketing partners to  obtain the best fares, as in the case of your tickets , when the airline issues a refund the refund is to the ticketing office . It is not unusual for airlines to have excessive delays in processing refunds and we have been told the funds are not received .We are contacting the ticket supplier now with the carriers statement you attached  to find out where these funds have been posted .  We should have response if not resolution shortly.
  

  Customer Answer

  Date: 04/27/2024

  I am not satisfied with the company's answers nor their efforts to solve my case.. Smartfares keeps telling me to wait so that they make the necessary communications with the airline or the ticketing partner.. From the very first moment that I sent them the email from the airline stating that the refund was sent on the 24th November 2023, they keep telling me to wait. For 5 months now they still haven't found these funds yet??

  

  Business Response

  Date: 05/02/2024

  We are waiting to have a response from ticketing partner who as mentioned did not see the funds. They agreed to recheck and we are now waiting for the response. This BBB escalation has been provided to emphasize our sense of urgency . We expect to hear from them shortly. As soon as we even have a verbal from them we can rapidly get this processed. 

  Customer Answer

  Date: 05/04/2024

  The matter has not been resolved yet. The airline (Finnair) has confirmed to us that they refunded the money on the 24th November 2023. This matter should be resolved in collaboration with the airline asap since we have been waiting for 5 months already, starting from the claimed date of the refund. 5 months is a very long period to sort this out with your partner. 

  

  Business Response

  Date: 06/13/2024

  Client was advised May 27, 2024 confirmation in writing of  refund processing back to original form of payment . We have not had any response with questions or issues with this refund from this client.  Should there be any the  Bank Acquirer reference number is ***********************, this is the receiving banks confirmation of having received the funds. We show this resolved and closed, please advise if this is not the case.

  

  Business Response

  Date: 06/18/2024

  We are not sure why this continues to be re-submitted as unresolved , again we provide the below correct and true statement; 

  Client was advised May 27, 2024 confirmation in writing of  refund processing back to original form of payment . We have not had any response with questions or issues with this refund from this client.  Should there be any the  Bank Acquirer reference number is ***********************, this is the receiving banks confirmation of having received the funds. We show this resolved and closed, please advise if this is not the case.

  Customer Answer

  Date: 06/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I consider this complaint resolvedand I would also like to thank BBB for their contribution to the matter.

  
  Regards,
  
  ******* *********************************************
  
   

  
  

• Initial Complaint

  Date:03/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My reservation was canceled on April 3rd, 2023 and a refund of $250.55 was confirmed as cancelation was made on time. However during numerous communications and promises it has not been proceeded for almost 12 months. I have attached the last email from SmartFares of November 25, 2023, with the contact name/representative delivering promises on it and trip reference number, and since then no refund. I have tried to contact them two more times after and being ignored. This trip was connected to other flights that were canceled as well, while I have received all other refunds after a month from other sellers. This seller is very dishonest.

  

  Business Response

  Date: 03/27/2024

  Thank you for letting us know what occurred. We have contacted finance to audit this booking. We will respond with our findings  as soon as possible. Please stand by- 

   

  Customer Answer

  Date: 03/27/2024

  Unfortunately I can not accept this response as the complaint resolution - it is not specific at all. It is Just a general promise to do something while I have written confirmation that refund will be provided. It is attached to the claim case. I am getting these promises for 11 moths already.  I need the refund to be proceeded and proof of it attached. 
  
  

  

  Business Response

  Date: 04/03/2024

  Dear Ms. ********** ;

  Our  previous response was simply to allow finance to audit your booking  and search for the funds, it was a not meant as resolution or a final response. Finance has located the carrier funds and a refund has been issued to you.  Please check your email ********************* for confirmation of the refund. The refund was  sent via the PayPal account you provided ,and should be instant given that is was a  PayPal transfer. If for any reason you have questions  you may respond to the email for escalated response handling .We regret any delay in processing refunds however we are unable to refund until the airline refund is issued by the carrier, which can take 3 months ,  and as in this case a ticketing partner was used , the ticketing partner must remit it on to our office, that said we regret this took longer than anyone would have wanted. 

• Initial Complaint

  Date:03/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased round trip tickets to *************. I was to leave ********************** in ******* on December 15, 2023 and return on December 23, 2023. I was waiting for a reminder email, so I followed up by phone on Dec 6. SmartFares said it was Air Transat's issue, when I called them they didn't have my name or contact information on file, I was never a customer of Air Transat. I had to book another round trip flight with a different airline. I've since called SmartFares six times with them promising a refund. I also received a confirmation email, on Mar 5, from a supervisor/manager at SmartFares saying I'd be getting my refund within four days. I called today, Mar 12, asking for the contact name I was given and was told they'd call me back in two hours. There was no call at 5:30 so I called back at 9pm and told he wasn't working today but it was guaranteed I'd get a call back. I was supposed to, according to my Dec 5 call, to get my refund by the beginning of February and a month and a half later I still don't have my money.

  

  Business Response

  Date: 03/13/2024

  Dear *************************
  Unfortunately, Air Transat like many airlines can be slower than we would expect in returning funds. That said we have directed finance to issue your refund today and we will continue to work it out with the airline. We did pull a booking audit and see AirTransat  cancelled your flight, and no notification was located, we can imagine this has been frustrating particularly for December travel. Thank you for letting us know what occurred. Rest assured your refund will be issued today.

  Customer Answer

  Date: 03/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:03/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an international airline ticket on Smartfare's site. When I tried to check to make sure the ticket had been processed on the website of the airline, China Eastern, there was no record of it. So I telephoned Smartfare at ************. I spoke to a man in the ***** call center. He was not only unprofessional but rude as can be, blaming me and then hanging up. This is not kind. I still don't know if I have a ticket. What a mess.

  

  Business Response

  Date: 03/13/2024

  Dear Sir- ***** you for letting us know what occurred and for your patience while we searched  booking records. We find only  one booking under your email and name, this was submitted March 3rd  7:39am PST booking ref#***XHZ. We show the final email with the  Eticket number and China Eastern confirmation code sent March 3 at 9:58am PSTto ******************** .  If this is the correct booking please let us know ,and we will request all call recordings and locate the agent who failed to provide professional courtesy. Please confirm if this is the correct booking and for call retrieval purposes  we would like to confirm if the phone number  you dialed in on is the same as provided in this BBB platform. If it differs, please provide us the alternative number.  The agents answering calls are our direct hire employees and not outsourced therefore we are anxious to root out any bad apples. ***** you for your time.
  

  Customer Answer

  Date: 03/13/2024

  Yes, it is the correct reservation.  The agent continues to contact me but not to the point that the issue has been corrected.   It isn't that he has disappeared or a bad guy overall but he just won't speak to me on the phone or explain how to confirm my reservation.   Why can't I and other customers call you?   Your process isn't working and helpful.  Can someone just call me to handle the matter?  This is what customer service actually is, after all.  It is NOT about an online site that allows YOU to rake in money and nothing more.   Sending scripted texts isn't helpful.  I can be reached at ************. Please call me.  Since the booked airline won't allow passengers to manage their reservation online, I don't even know that I have a confirmed reservation.  This is the most important matter, along with secondary seat assigning and entering airline's partner FF number to accrue points as allowed.  Thank you.

  

  Business Response

  Date: 03/14/2024

  Dear Mr. ***********************;

  We have had escalations desk call you earlier and hope your issues are resolved at this time. Thank you for your feedback.

   

  Customer Answer

  Date: 03/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:02/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  el da 30 de enero a las 11:00 am compr un tiquete con destino a la ******************, ***** desde Medelln, ********.La compra fue exitosa, teniendo en cuenta que Kayak me re dirigi a la pgina SmartFares, yo no conoca hasta ese momento *** pgina, pero teniendo en cuenta la popularidad y confiabilidad de Kayak, realic la compra.Cuando finalic la reserva con nmero ****** y el correo registrado ************************* no me lleg el correo de confirmacin ni la reserva ni ticket de la aerolnea, solo la de SmartFares. Al da siguiente y me llaman y me dicen que no pueden emitir un ticket porque el precio haba subido. Y me estaban cobrando ms de 50 dlares adicionales. Les respond que no era justo porque incluso en la misma pgina de Jet Smart estaba ms ********** lo que respondieron que entonces lo comprara all, pero ellos ya hicieron el cargo en mi tarjeta y no me estn brindando otras opciones, si realic una compra en lnea y en tiempo real, no deberan salir al da siguiente con cobros adicionales. Una paga la tarifa por la que aparece en el momento de hacer la transaccin.Les solicit el reembolso, quedaron en realizarlo en las prximas 24 a ********************************************* ha llegado ningn correo, no tengo mi dinero, y tengo miedo de que en realidad si devuelvan mi dinero.Necesito viajar el 23 de febrero de forma urgente y confi en Kayak y en sus terceros para hacer la compra, por favor me pueden ayudar con el reembolso.

  

  Business Response

  Date: 02/02/2024

  Thank you for explaining your concerns.You should have your funds, they were not charged there was only an authorization in the amount the airline passed through to the website of the ticket price.This is generally required airline needs to ensure the credit card is good and the funds are there, these funds are only a temporary hold until and unless the airline sends back a ticket number. If no ticket number processes the funds are released. Your funds were released 12:01pm 31Jan,  this is the time you advised agent ***** you were not accepting any other fare. We have had finance confirm the release processed normally through the financial system and you should have the hold dropped by now, please check with your bankcard administration if you do not. Unfortunately, with any live booking site fares are instantly passed through to you directly from the airline in live time, if theairline only had 1or2 seats allocated at a particular fare and their system sent the fare to multiple sites simultaneously even an instant booking can receive a fare rejection.

  We do not want this any more than you do,we must still pay for the transfer of information and most importantly, we are not able to satisfy you our valued customer. Although this does not happen often it can occur and is precisely for this reason your initial email stated in RED  "WATCH FOR YOUR SECOND EMAIL YOU ARE NOT CONFIRMED UNTIL YOU SEE E TICKET .. " etc. Please note we do take this seriously, carriers fare transmissions are constantly monitored  for failure rates, should they become repeated we take can take steps to remove the carrier content.The agent who offered you the higher fare was offering you the best fare she could locate and confirm with an E ticket while she had you on the phone. Fares are dynamic in nature and constantly changing and timing is everything.  We regret the timing did not work for that fare with our website for this booking and are pleased you were able to confirm it directly. 

• Initial Complaint

  Date:01/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 22, 2022, I purchased a ticket through Smartfares to travel to ********, ********* from *****************. The airline on the ticket was EVA ******** Within the next month, the airline changed the flight times and days such that I would not be able to make my connecting flight. I called Smartfares on October 21, 2022 to try to change my flights, but there were no available options within the time I needed to arrive so I chose to cancel my ticket and book with another agency and airline. Smartfares informed me that they could not refund the entire price due to some nonrefundable fees but that they would give me a refund of the remaining amount within 1-2 billing cycles.I waited for the appropriate billing cycles but did not receive my refund. I tried to contact both the airline and Smartfares during this time for updates, but I could not get through to them or could not get any additional information. In mid-January, I decided to reach out to my credit card company, Discover, and filed a disputed transaction claim in an attempt to get my refund. Over the next few weeks I was contacted by someone from Smartfares' Disputes team via email who was trying to process my refund but would not until I ended the dispute claim that I had filed with Discover. However, when I spoke to Discover, they said that I should not cancel my claim because then they could not help me get my refund if Smartfares refused to pay. I tried to explain to the Smartfares contact my concerns, but could never get clear communication regarding this issue. I would be happy to cancel my disputes claim with Discover if necessary once I have it in writing that the ticket will be refunded to my credit card, including the credit card number. Since then, I have tried to contact Smartfares again and have been unable to get in touch with the appropriate representatives regarding this issue.

  

  Business Response

  Date: 01/09/2024

  We will send this to the manger of disputes and will follow up from this desk.  Airline refunds can  take longer than anyone would like and regret the delay caused you to dispute. Disputes are serious matter, and completely upend the normal refund process , in effect the bank takes the money from us while the issue is investigated. That said we will bring the the finance manager to have a look at this case. Thank you for letting us know and providing clear details.   

  Customer Answer

  Date: 01/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the business does not provide a refund, I will lodge a new complaint.
  
  Regards,
  
  **********************************
  
   
  

  Customer Answer

  Date: 03/12/2024

  I previously filed a BBB complaint against Smartfares regarding a refund dispute for a flight I booked in 2022 and did not take. The airline changed the flight times such that I could not have made my connecting flight. When I contacted Smartfares to try to change my flight, there were no suitable options and I was told that I would receive a refund within 1-2 billing cycles. I did not receive the refund in that time and began a charge dispute with my credit card company in January 2023 because I struggled to get any additional information from Smartfares. Over the course of 2023, I continued to try to contact Smartfares and work with my credit card company to obtain the refund without success. After filing my first BBB complaint in late 2023, I was contacted by email and hoped that we would be able to resolve the issue. However, after receiving minimal information and no response to at least 6 emails, I decided that I had no choice but to file another complaint. I have made significant effort to contact Smartfares and work with them to obtain this refund, but they have refused to communicate with me to resolve this issue.

  

  Business Response

  Date: 03/12/2024

  Dear ***********************- We regret the merchant report sent March 1rst  was not clear .  Finance pulled the chargeback report from our banking system and that is the screen shot we sent to you, to clarify this was our report, the LOST refers to us having LOST the chargeback case, result being we lost the funds., your bank card was allowed to keep the funds uncontested by us.  We did not contest this as we agree these are your funds.  As mentioned, we cannot process a refund while a dispute is in process, we did prevail on your first chargeback we did not have refund from the airline by the time the 2nd chargeback came  the funds apparently had been received and therefore the dispute was not contested. If Discover card still states they do not have these funds please ask them what they need from our merchant system to locate is.  We will provide whatever our merchant system has to help them locate your funds.  Generally, you received the dollar amount disputed in the form of a statement credit on the date you filed the dispute.   We hope this is resolved  rapidly.

  Customer Answer

  Date: 05/29/2024

  This is the 3rd (4th?) complaint that I've filed against SmartFares regarding a refund dispute that I've been dealing with since January of 2023. I initially booked a flight that the airline changed such that I could not make my connecting flight. I canceled this flight, was told I would receive a refund, and have not received that refund. Since January 2023, I have been trying to communicate with SmartFares and my bank to resolve this. With SmartFares, I cannot get in touch with anyone that can help me with this issue. ******, my primary contact with the Disputes/Resolutions team via email will not respond to my emails. Additionally, when I call him at his listed extension, I am redirected to the reservations desk and they can never connect me to ******. One person said that he talked to ****** and that he would call me back within an hour but he never did. SmartFares has told me that they would call me back to resolve this issue several times and I have never received a call back from them. The only times that I have ever had good communication with them has been through BBB complaints. SmartFares has told me that I won my refund dispute and despite this, they either cannot or refuse to contact my credit card company to resolve this issue. As I have told them many times, all I need from them is written confirmation that I was awarded a refund, including the last 4 digits of my credit card. But, again, they either cannot or refuse to provide me with this information. I have been exceedingly patient regarding this issue. If this complaint does not lead to a resolution or improved communication, I will be forced to take legal action.

  

  Business Response

  Date: 06/11/2024

  Dear ************************ and BBB;

  In our prior communication we stated we lost the dispute, in the email to you we included the credit card merchant screen shot showing "LOST" , and we explained this meant We the merchant LOST,  in our BBB response here we further explained we "lost "this case and these funds by way of not objecting , we agreed these are your funds and we now had them from airline and we agreed vs. contesting your dispute. The issue seems to be Discover card has not credited you the money. In disputes the credit is usually issued the minute you initiate the dispute. It is recharged if you lost. Have you checked your statement for a ******* credit at the time you filed your chargeback in early 2023 , we are assuming you have. If you have and its not there ask Discover what they need from us to provide them that we lost, surely they can investigate. This is not a case of us not refunding , this was refunded by way of allowing your dispute to prevail. We will send Discover whatever they need. We have requested a statement from the merchant credit card system perhaps that will help you.  When we receive it we will email it to you from customer services.

  

  Business Response

  Date: 06/18/2024

  Dear ************************ and BBB;
  In our prior communication we stated we lost the dispute, in the email to you we included the credit card merchant screen shot showing "LOST" , and we explained this meant We the merchant LOST,  in our BBB response here we further explained we "lost "this case and these funds by way of not objecting , we agreed these are your funds and we now had them from airline and we agreed vs. contesting your dispute. The issue seems to be Discover card has not credited you the money. In disputes the credit is usually issued the minute you initiate the dispute. It is recharged if you lost. Have you checked your statement for a ******* credit at the time you filed your chargeback in early 2023 , we are assuming you have. If you have and its not there ask Discover what they need from us to provide them that we lost, surely they can investigate. This is not a case of us not refunding , this was refunded by way of allowing your dispute to prevail. We will send Discover whatever they need. We have requested a statement from the merchant credit card system perhaps that will help you.  When we receive it we will email it to you from customer services.