- Report: #766032
Complaint Review: Cheaptickets.com - Chicago Illinois
Reported By:
cheaptickets_sux -
irvine, California, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Cheaptickets.com
500 W Madison St Ste 1000 , Chicago, 60661-2559 Illinois, United States of America
Phone:
888 656-4546
Web:
www.CheapTickets.com
Categories:
Business Rating:
(0)
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Cheaptickets.com Orbitz.com ********Lost Thousands Due to Mismanagement by Cheaptickets.com********* No Refund !! Chicago, Illinois
My flight VS#24 was scheduled for 8:55pm May 6,2011 as per the Cheaptickets.com confirmation email as well as the Virgin Atlantic website.
When I reach LAX at 6:15pm I find the VA counter empty. I hear from some LAX staff that the flight "has left early" and the VA staff had left for the day.
Completely clueless I called VA. The customer service rep said that the Travel Agent/Booking party was supposed to have informed me. As far as they are concerned I was a "no show" and would have to re-book at FULL COST plus additional fees.
I then called Cheaptickets to find what they could do. On calling, the "incompetent" customer rep said she would need to call VA (Virgin Atlantic) to see what could be done. After having been kept me on "hold" for 2 HOURS, I tell her that my cell was running out of battery so if she could call me back but she said I would have to hold.
She finally came back with an answer - "The Airline considere me as a no show and that she could not do anything".
I asked for her supervisor but the supervisor had left.
I told her I needed to get to London as soon as possible. I later had an onward flight to India and needed to procure immigration documents there which I needed for my return journey back to LAX (US). She said he could "rebook" a new flight from LAX to LHR for me and that I would have to pay for the new airfare. I rebooked the new flight and later had to rebook ALL remaining flights on my route as all had been cancelled. This incurred additional costs of $3500 at least.
I was waiting for them to get back to me if my forward flight bookings can be resurrected but they never did. They left me virtually stranded in London.
After lots of email correspondance, and waiting..they finally agreed to the fact that it was NOT MY FAULT and I should be re-imbursed (I have emails from them). That they had NOT INFORMED ME of the flight change or rescheduled me per their responsibility. But when it came to giving my money back...they STOPPED RESPONDING.
Consumer's Desired Resolution:
It is reasonable to expect the Travel Agent/Website to rebook me at no cost - given that I was not informed about the rescheduling. I missed the flight through no fault of mine ! Not to mention the inconvenience caused and having to spend the whole night at an LAX food court with all my luggage by my side. I also had to repurchase tickets end moment for the entire route. All this cost me an additional $3500.
When I reach LAX at 6:15pm I find the VA counter empty. I hear from some LAX staff that the flight "has left early" and the VA staff had left for the day.
Completely clueless I called VA. The customer service rep said that the Travel Agent/Booking party was supposed to have informed me. As far as they are concerned I was a "no show" and would have to re-book at FULL COST plus additional fees.
I then called Cheaptickets to find what they could do. On calling, the "incompetent" customer rep said she would need to call VA (Virgin Atlantic) to see what could be done. After having been kept me on "hold" for 2 HOURS, I tell her that my cell was running out of battery so if she could call me back but she said I would have to hold.
She finally came back with an answer - "The Airline considere me as a no show and that she could not do anything".
I asked for her supervisor but the supervisor had left.
I told her I needed to get to London as soon as possible. I later had an onward flight to India and needed to procure immigration documents there which I needed for my return journey back to LAX (US). She said he could "rebook" a new flight from LAX to LHR for me and that I would have to pay for the new airfare. I rebooked the new flight and later had to rebook ALL remaining flights on my route as all had been cancelled. This incurred additional costs of $3500 at least.
I was waiting for them to get back to me if my forward flight bookings can be resurrected but they never did. They left me virtually stranded in London.
After lots of email correspondance, and waiting..they finally agreed to the fact that it was NOT MY FAULT and I should be re-imbursed (I have emails from them). That they had NOT INFORMED ME of the flight change or rescheduled me per their responsibility. But when it came to giving my money back...they STOPPED RESPONDING.
Consumer's Desired Resolution:
It is reasonable to expect the Travel Agent/Website to rebook me at no cost - given that I was not informed about the rescheduling. I missed the flight through no fault of mine ! Not to mention the inconvenience caused and having to spend the whole night at an LAX food court with all my luggage by my side. I also had to repurchase tickets end moment for the entire route. All this cost me an additional $3500.
3 Updates & Rebuttals
cheaptickets_ux
irvine,California,
United States of America
Cheaptickets Issue
#2Author of original report
Thu, August 18, 2011
Robert,
I have emailed the details you have requested to the email provided.
I have "Snapshots' of Virgin Atlantic website showing the flight is "as
scheduled'. This was taken around the time the flight was scheduled to
take off. I can send them if necessary.
There has been no Email from cheaptickets in my junkmail. I have been receiving emails from Cheaptickets correctly in my Inbox.
Regards,
Neil Mehta
Report Attachments
Cheaptickets
Chicago,Illinois,
USA
VS #24
#3REBUTTAL Owner of company
Wed, August 17, 2011
Hi, cheaptickets_sux,
My name is Robert, and I am part of the CheapTickets Customer Relations team. I saw your comments and would like to see if I can assist. Please email your CheapTickets Record Locator, and I will review your account, and respond back to you. Our email address is [email protected]. Please enter my name in the subject line.
I look forward to hearing back from you.
Sincerely,
Robert Woyach
CheapTickets Customer Relations
Josh
Rolla,Missouri,
U.S.A.
This is common
#4Consumer Suggestion
Wed, August 17, 2011
You need to ALWAYS check the status of the flight a couple of days in advance, either by phone or through the airline's website. It's very common for airlines to cancel or reschedule flights, and it's equally common for brokers to somehow not notify customers. It's possible, for example, that the notification email somehow ended up in your junk mail folder or got sent somewhere else. This is especially important for international flights that involve multiple airlines.
