SmartFares.com
Reviews and Complaints

I have purchased a ticket from SmartFares to Sudan on March 9th 2023 (SmartFares Reservation Code: XFKXBI), and due to the war that took place in Sudan on April 15th 2023 and the shutdown of the airport I canceled my trip and asked them for a refund. They promised to refund me only $741.00 and told me that I will receive the refund in two weeks. Today is October 24th 2023 and haven’t received my refund yet. Every time I call them, they tell me that if I didn’t receive my refund in two weeks then call us back. I called them today and received the same answer.

I think a lawsuit must be filed against this company and legal action must be taken so this company give their customers their refunds back.

They changed our flights and jerked us around and despite us having multiple calls and proof emails with the actual time we booked. They lied and said they informed us and we probably just can’t find their email. THEYRE THE WORST. don’t use this website save your money. I will be getting home late a day late and miss a day of work and not be able to pick up my toddler from her sitter. It’s WILD. They’re insane.

I contacted their customer service +[protected] and they asked me to pay 600 usd more to get another flight saying mine had been cancelled.

I refused to pay and then I called directly to the airline (Eva Air Taiwan) and they told me my reservation was ok. Then they helped me to get my check in and confirmed everything was ok.

I was near to be scammed. This website helped me not to pay them actually.

Please authorities we pay you our tax money you can’t let those scam companies taking our hard earned like that it’s not fair. I’m a victim they scammed me $1700+ I purchased 4 round trip tickets for 08-03/08-05 from jfk to lax. I received an email from smartfares saying the airline canceled my reservation which was a lie when I contacted spirit they said the reservation was never issued. Smartfare should be sued. LETS Sign a APETITION

I purchased airline tickets through Smartfares.com on 28 May, 2023. The company was not able to deduct the payment from my card and sent me an email on 31 May asking me to pay for the fare. I made the payment on 1 June and to this date have not received the flight tickets. I emailed customer care on 9 June, and have not received a response, I then phoned in 10 June, and the representative asked me to pay $270.00 to receive the tickets, claiming that I should have phoned them to let them know I made the payment (this was not written anywhere on in their email). Essentially, they have stolen over $600.00 and not provided any tickets. My reference number is [protected].

I booked a ticket from Harare, Zimbabwe to London, United Kingdom under the reservation number 44DICM/4IQW56 with SmartFares.com. I paid $1369.15 USD. My visa to the UK was denied, so I was forced to cancel my flight. They then took money and agreed to only refund me $796.00 in return. I also resonated with a review I read which stated that they were asked to add more money to retain their ticket and travel within a year’s time. I have been waiting for 4 months for this refund with emails and calls going back and forth throughout this period. They have continuously assured me that my refund is underway, but I started to cancel become skeptical. So, I decided to read up on the company and read endless reviews about their fraudulent behavior. Therefore, I have a decided to make this complaint and request a FULL refund for my purchase.

Their phone number is: +[protected]

I booked a flight through smartfares.com today jan 20th,to fly from Pittsburgh to las vegas on spirit airlines in the morning jan 21st.paid using paypal and found out this evening my flight reservation was cancelled.Was informed my money will be refunded 7-10 business days which left me no money to rebook my flight.I am extremely upset this has happened

we have contact the air line AIR Canada and they have issued refunds to smart fare but they have not issue to us we have ongoing emails but they give us the run around has been 4 months now and we cant get this resolved

these are some email's

Sent: Thu, Aug 4, 2022 7:16 pm

Subject: Re: URGENT: Flight Schedule Change booking reference # 3SGKD2 / Reply Needed

Dear Gino,

We have cross checked with Airline and the Refund amount will be $1378.91 USD,

Sent: Wed, Aug 10, 2022 5:28 pm

Subject: Re: URGENT: Flight Schedule Change booking reference # 3SGKD2 / Reply Needed

Sir,

I have all ready process Refund please wait 2or 3 Billing cycle.

Sent: Friday, November 18, 2022 8:33 AM

To: Leron

Cc: Gino Melcore ; schedulechange ; Morgan

Subject: Re: Booking 3SGKD2

Good Morning Leron, I called Air Canada and spoke with Eliese.. he has confirmed all 6 tickets have been processed.

Please check with your Refund team and advise them we are still waiting on the credit back.

We paid via credit card so we expect this transaction to be handled immediately considering we have been the ones running around calling agents, supervisors costing $100 worth of long distance charges just to get this addressed.

It’s been 4months, I hope that you will expedite this matter!

Please reply back on the resolution of this case

On Nov 17, 2022, at 3:10 PM, Leron wrote:



Hi Gino

Email sent to refunds team to check refunds status, please wait for couple of days as it will take sometime or you can also call Airline to check if those tickets are refunded by them or not.

Regards,

Leron/Supervisor (Operations)

Traveler Help Desk

Ph. :- [protected] | [protected] | International:- +[protected]

Extn. :- 1644

Email:- [protected]@travelerhelpdesk.com

Hello..!

My name is Sarehma Sarahí Berna Boza, in novembre 10 at 7:46 am on Yoronto I maje a reservación for a Flight to my sister from Rome to Havana for November 11, it was for a price of 1,413.96 USD. Automatically I received an email with the reservation code 2OZELT. On the email said they will send me another email with the confirmation code later.

Around a9 am I call costumer service [protected] and I asked for the confirmation code, the person on the phone told me to wait 3 hours. Do I decide to call the airline to verify they have this code and they told me they don’t even have my sister name on reservations.

So I called back again and spoke with a lady called Lyly, she said Collin to me that the price was up, that’s why I didn’t receive a confirmation code yet, she told me I have to pay 300USD more or make cancellations that it have a penalty of 300 USD. I was really upset, it wasn’t fear, but I said to her to do it, but I wasn’t sure I have this amount on my card. She try to purchase the amount of 1800 usd but it was declined because I didn’t have enough money. So I asked her to please canceled my reservation and give me the money back, she told me it will be free of cost for the cancellation because it was less than 3 hours sisnve I made the reservation. She asked me to call my back, so I can see they didn’t take money from my account.

Exactly I called the back and she try to purchase the 1800 tickets but it was declined…

So I’m the afternoon I start sound reservation with the airline Air Europe, and it was declined too. I went to my bank and I put money on my account, 5 minutes after I received notification that there is 1 transatiofrom my credit card of 2,024.57 Canadian dollars. I call frauds department and they told me the transaction was from the same company wich try to purchase 1800 usd on the morning.

So I didn’t receive any tickets for confirmation, and I asked to please cancel the reservation, so I would like to please receive all my money back because there is not one reason for take all this amount from my credit card …

Waiting for response, sincerely Sarehma

[protected]@gmail.com

+[protected]

Hi,

I booked the flight ticket through Smartfares on 10th Nov for 3 passengers. I paid the full amount and still didn't get any valid ticket with PNR number. I checked with airline as well. They confirmed there is no booking and confirmation number given by smartfare as 'NMZCXE' is invalid. I connected with smartfare on chat. They mentioned that fair is no longer valid and they will cancel my booking. but i didnt receive any confirmation mail saying they will refund my money. when i asked for it there chat bot blocked me and my msgs were not going through. I have all the proofs of payment, their chats and everything which i can share. They have taken my hard earned money. They are a thief and we should take action against them so that they cant make fool of others.

I bought tickets through smartfares but the airline had no record of them. When I contacted them they asked me to pay triple the initial price and then told me if I wanted to cancel the fee would be 80usd. I refused both options and asked them to explain how I was cancelling a service I never received. They never directly answered any questioned and just repeatedly offered me the two options to pay USD400 or receive a refund of USD120 from my initial charge of USD200. I finally just bought the tickets through an alternate provider that were fortunately still the same price and contacted my payment provider to contest the charge. Complete waste of time, unnessacery stress and customer service acted as though they are running a known scam with no shame.

In December 2019 I bought two round trip tickets to Vancouver - Canada through the Smartfares website.

The flights were for September 2020.

The pandemic came and I ended up having to cancel the flights and requested a credit from smartfares, which they charged me for it.

Then, at the end of the pandemic, I resumed with travel plans and for almost a year trying to receive this credit or flight rescheduling, I couldn't, because every time I was informed that AIR CANADA does not respond to Smartfares' attempts.

Therefore, I tried to get this refund directly from Air Canada.

I received the information that I am entitled to a flight voucher with a 60% increase in points.

It turns out that after 9 months of trying with Air Canada, with a lot of information that the people involved are busy, I finally received the information that only Smartfares could request this voucher and credit it on my behalf.

How can I do it if the two companies refuse to reimburse me for a right to something I paid for?

Below flight bought.

Flight Reservation Code: M2VSL3

Francisco Jose Gritti

Eliana Rodrigues Mellao Gritti

Please Note: One of your flights departs on a date different than requested.

Wednesday, September 2, 2020

Sao Paulo, Guarulhos Intl - Toronto, Pearson Intl

Depart: 7:50 PM Sao Paulo, Guarulhos Intl

Arrive: 5:00 AM Toronto, Pearson Intl Air Canada

Flight: 91

Economy Class

Monday, September 7, 2020

Toronto, Pearson Intl - Vancouver, Vancouver Intl

Depart: 9:00 AM Toronto, Pearson Intl

Arrive: 10:53 AM Vancouver, Vancouver Intl Air Canada

Flight: 105

Economy Class

Thursday, September 24, 2020

Vancouver, Vancouver Intl - Sao Paulo, Guarulhos Intl

Depart: 1:45 PM Vancouver, Vancouver Intl

Arrive: 9:11 PM Toronto, Pearson Intl Air Canada

Flight: 186

Economy Class

Depart: 11:45 PM Toronto, Pearson Intl

Arrive: 10:40 AM Sao Paulo, Guarulhos Intl Air Canada

Flight: 90

Economy Class

MESSAGE FROM SMARTFARES

Customer Service

qua., 15 de dez. de 2021 18:57

para mim

Dear Customer,

We would like to inform you that we have raised your request to our refunds department to check with the Airline. Please be advised that the refund not guaranteed until the Airline approves it. And as soon as we receive an update, we will notify you immediately.

Your time and patience are greatly appreciated.

Regards,

Jim

Your Traveler Help Desk Team

International:+[protected] Toll-Free: [protected] Fax: [protected]

En Español: Internacional: +[protected] Teléfono gratuito:[protected]

Call 24 hours a days, 7days a week, Open all holidays​

MESSAGE FROM AIR CANADA in two moments:

Customer Care – Service Client

ter., 29 de mar. 15:03

para mim

Dear Mr. Gritti,

Thank you for reaching out about your refund for your flight cancelled due to the COVID-19 pandemic. I apologize for the delay in response, as we have been experiencing a high number of customer inquiries.

I'm sorry to hear that you haven't received any information about a refund for your trip from São Paulo to Vancouver.

Our records show that the tickets purchased are unrefundable, which unfortunately does mean that we are unable to provide you or your Travel Agency with a refund of the booking.

Your booking can be converted to an Air Canada Travel Voucher that is fully transferable and never expires or Aeroplan Miles with an additional 65% bonus miles. You can cancel your booking and select one of these options via 'My Bookings' at aircanada.com.

As you booked with a travel agent or any online travel agency, we kindly request that you contact them directly.

You can find more information regarding these options at aircanada.com/readyfortakeoff.

If you have any further questions about this, please do not hesitate to ask.

Thank you for choosing Air Canada. We look forward to the opportunity to welcome you on board in the future.

Sincerely,

Michelle Rye

Customer Relations

Secund moment:

On 29/Sep/22 I received this email:

Dear Mr. Gritti,

Thank you for reaching out about your refund for your flight cancelled due to the COVID-19 pandemic. I apologize for the delay in response, as we have been experiencing a high number of customer inquiries.

I'm sorry to hear that you haven't received any information about a refund for your trip from São Paulo to Vancouver.

Our records show that the tickets purchased are unrefundable, which unfortunately does mean that we are unable to provide you or your Travel Agency with a refund of the booking.

Your booking can be converted to an Air Canada Travel Voucher that is fully transferable and never expires or Aeroplan Miles with an additional 65% bonus miles. You can cancel your booking and select one of these options via 'My Bookings' at aircanada.com.

As you booked with a travel agent or any online travel agency, we kindly request that you contact them directly.

You can find more information regarding these options at aircanada.com/readyfortakeoff.

If you have any further questions about this, please do not hesitate to ask.

Thank you for choosing Air Canada. We look forward to the opportunity to welcome you on board in the future.

Sincerely,

Michelle Rye

Customer Relations

I booked my flight through SmartFares to Istanbul from New York on July 21 and back from Istanbul on July 24 2022. The price of the ticket was $1671.40. Unfortunately I have to cancel this trip and called Smart Fares, they offer me a credit $ 1671.40 for the future trip, but I have to pay $399 cancelation fee, And I paid $399.00 . When I decided to go for my trip on September, I called Smart Fares to use my credit, they offer me ticket for 9.25-10.2.2022 , but I have to pay $145 as they said for airline fee. For the ticket they used all the money I had as a credit, but did not give me itinerary with pricing. For my question about price they can’t give me clear explanation. I checked the same flight on the other websites, the price for the same flights and the same class of ticket was around $1300. So the money I paid to Smart Fair was $2215. This company a thief. They robs customers. I called them up and requested the different as a refund, they were so rude.

Smartfares reservation: JWITVO

I booked flights online on 27th of July. I am in Australia.

Although the price is shown as USD, this is in small text and is not clear, therefore I beleived the price to be in AUD and it was only when I saw the pending charges to my card that I realised.

I called my bank and asked them to stop the transaction but they were not able to do this.

On this same day, i emailed SmartFares to request cancellation. It is stated on their website 'free cancellation within 24 hours' (it does not state how this should be done.

I received a reply to this email saying that my reservation could not be found and asking for the email address from which the booking was made. I provided this ON THE SAME DAY

I received no reply and so I sent another email the following day from the booking email address, requesting cancellation. No reply.

I then called on the third or fourth day and was told that it was too late to cancel and I should have called within 24 hours. I explained that I hadn't been able to call but had made contact promptly by email and expected that they would be processing the cancellation.

I have called several times since then, each time speaking for up to an hour with different agents and to a supervisor, arguing with them about the fact that they owe me a full refund as I had requested cancellation within 24 hours as per their policy.

Not only has this not been done, I have not even received any confirmation from them of the booking. I am worried because I have read other reviews of customers booking with SmartFares and finding that their booking was invalid.

I am now requesting that SmartFares uphold my booking and give me a partial refun, due to the fact that even if they did agree to give me a full refund on cancellation of my booking, I would then have to rebook elsewhere at a higher cost, due to the 8 days which has passed since my original booking.

Today I was expecting the supervisor to call me back and they have not done thing, yesterday was the same.

They seem to be completely ignoring my requests and it is not acceptable.

On 7/19/22 I booked separate airline tickets for me and my aunt with SmartFares, noting that their ad posted free cancellation within 24 hours. After booking, I found cheaper fares and decided to cancel immediately the next day before the 24-hour period was over. When I called the agent said I will have to pay fees which I disputed and the manager agreed to waive the fees and give us the full refund for both flights. I was told that it would take 5-10 days to get the refund. On 8/1/22 I checked the charges on my credit card and no refund was issued. I called and the agent told me that the refund was approved and just needed to be processed by the accounting department. She asked me to give it one more day to complete but when I checked on 8/2/22, still no refund and the same with my aunt. I am asking for BBB's assistance to help me get my aunt's refund of $1,249.37 and my refund of $1,079.37. This business has deceptive practices and gives customers the runaround. I would appreciate the immediate attention on this matter. Thank you.

Hello, we recently booked a flight from Medellin to Lima via Smart Fares. We went to check in at the airport in Medellin today and they told us that Smart Fares never registered the baggage that we paid for. As you can see by the receipt attached, we paid to register two bags, 20 kilograms each costing $40. The airline confirmed that because Smart Fares never registered our bags (even though we already paid) we had to pay an additional **€160**! We had no other option because we did not want to miss our flight but we are absolutely infuriated.

I have attached the receipt which Viva Air gave us. They said we need to contact Smart Fares which I have already done to organise a refund. We are so frustrated as we do not have a lot of money. Simply speechless.

I bought on SMART FARES 3 flight tickets for me and my family for a vacation trip with reserve code "3XRJKT" on last May 26th with a total price of 2356.42 USD. 3 days after the purchase I realized the airline tickets, in this case with Avianca airlines were not generated and the SMART FARES booking was in "Pending" status. Then I decided to communicate immediately with SMART FARES support chat. They told me that the fare was higher now and that I would need to pay 150 USD extra. I refused given that the offered web portal page gave me a different price that indeed was already charged to my credit card. Each time I communicated with them they ask me for more and more money, last contact they ask me for extra 462 USD. Then I asked for a complete refund and they told me that a cancellation fee of 150 USD would be applied. Again I argued that was not my fault but their system fault. After several days discussing finally one agent told my booking was cancelled from SMART FARES site and that a full refund of 2356.42 USD would be performed but I'm still waiting and the refund has not been applied yet and I really need my money back.

It is important to highlight that Avianca airline never received any money from SMART FARES, and that all my money are in their hands, so the refund should me apply immediately with any delays.

We had a booking and the same with our friends, we arrived at the airport in Equador and our flight was cancelled. We had to go the next day. We lost our hotel for the night and no refund. Also had to pay another night hotel, no refund for our round trip transfer to airport in Quito and the transfer in Galapagos as well. We did complain to Latam Airlines but they could do nothing because the reservation was made through you. The 4 of us lost a days vacation on top of plenty of money because your company never notified anybody of a flight change, cancellation or anything. Yes, it did happen several months ago and we just heard back from Latam airlines and they couldn’t do anything because the reservation was made through you. They said to contact the company we made the reservation from which is you! I have records of 6 emails and 1 phone contact. The 1 email that we got stated they couldn't help because it was a past reservation! Of course it was, I don't complain about reservations that haven't happened yet. So, Just wondering why Smart Fares wont contact us or apologize. It ruined 4 peoples vacation and we spent over 440.00. Please help.

Jim Barrows & Susan Gitlin

[protected]@yahoo.com

I need your refund above money as soon as possible.

Please let me know.

My name Mang Nun Ang + Thian Piang

So far it has taken over a month of attempts to get my refund back! I still don't have it. Every time I contact them they tell me I need to wait a few days for it to process. Then finally came a bizarre conversation with four different so called help department assistants that descended into them just giving outright lies and insulting answers after I asked for the name of the supervisor who had apparently taken up my case with the refund department and a contact in the refund department.

Here is the whole interaction:

Chat started on 30 Apr 2022, 06:13 PM (GMT+0)

(06:13:53) *** Visitor [protected] joined the chat ***

(06:13:54) Visitor [protected]

I am awaiting a refund on a cancellation. I cancelled over a month ago and was told it would take 7-15 business days from the time of cancelling to receive my refund. So I would like to find out why I haven't received the refund?

(06:13:57) *** Samantha joined the chat ***

(06:14:07) Samantha

Thank you for contacting reservations.

(06:14:09) Samantha

How may I assist you today ?

(06:14:30) Visitor [protected]

Hi Samantha,

(06:14:32) Visitor [protected]

I am awaiting a refund on a cancellation. I cancelled over a month ago and was told it would take 7-15 business days from the time of cancelling to receive my refund. So I would like to find out why I haven't received the refund?

(06:14:39) Samantha

May I have your booking confirmation number ?

(06:15:10) Visitor [protected]

I was given a refund reference number if that helps: 2485492

(06:15:19) Samantha

May I have your booking confirmation number ?

(06:15:30) Visitor [protected]

that was given to me on the 11th april by violet

(06:15:56) Samantha

May i know your reservation code?

(06:16:20) Visitor [protected]

L4VSS6

(06:16:40) Samantha

For security purpose , can you please verify the details as mentioned below:

1. Card Holder Name as on the card or Billing address

2. Billing Phone number / Email address / Last 4 digits of the card /

Passenger Name / Itinerary details

(06:17:07) Samantha

May I know to whom I am chatting with ?

(06:17:12) Visitor [protected]

April Wuest, 2119 Antrim Drive, Davison Michigan

(06:17:18) Visitor [protected]

this is April Wuest

(06:17:28) Visitor [protected]

phone number: [protected]

(06:17:51) Visitor [protected]

[protected]@gmail.com

(06:17:55) Samantha

Thank you for the verification. Kindly allow me two minutes to look into this and i will get back to you.

(06:18:06) Visitor [protected]

Ok thanks

(06:20:57) Samantha

As we have checked it will take 3-5 working days more as we have sent remainder to concern team.

(06:21:49) Visitor [protected]

why? I was told 7-15 business days from the time of cencelling that is well past so I don't believe what I'm being told!

(06:22:13) Samantha

I apologize for the delay.

(06:22:55) Samantha

we have sent remainder to concern team.

(06:23:00) Visitor [protected]

so it can be retturned to me now then?

(06:23:16) Visitor [protected]

what is the team of concern?

(06:23:18) Samantha

It will take 3-5 working days.

(06:23:25) Visitor [protected]

whay?

(06:23:43) Visitor [protected]

what is the team of concern I will contact them too

(06:24:49) Visitor [protected]

may I have information about your supervisor too, I would like to contact them?

(06:25:50) Samantha

Our supervisor sent reminder to concern team, it will take 3-5 working days.

(06:26:42) Visitor [protected]

I would also like to talk to the team of concern and the supervisor that sent the message, so please let me know how to contact them

(06:27:50) Visitor [protected]

as you can understand I no longer trust what I am being told as i was told the same thing the previous two times I messaged your company

(06:27:52) Samantha

Please call [protected] for assistance.

(06:28:13) Samantha

Please call on above number for assistance.

(06:28:20) Samantha

Is there anything else I may assist you with ?

(06:29:03) Visitor [protected]

Yes please, what is the name of the supervisor and what is the name of the person on the team they contacted?

(06:29:52) Samantha

You can call and at that time available supervisor will assist you.

(06:30:15) Visitor [protected]

what time, and what is the name of the supervisor?

(06:30:28) Samantha

You can call anytime.

(06:30:42) Samantha

this is 24X7 helpline number

(06:31:36) Visitor [protected]

yes I understand, it says that on the website, so what is the name of the supervisor and the name of the person on the team of concern who was contacted?

(06:32:28) Samantha

You need to call first, they will assist you accordingly

(06:33:06) Visitor [protected]

great and who is your supervisor that I need to talk to and the team of concern who was talked to by your supervisor?

(06:33:29) Samantha

You need to call

(06:33:37) Visitor [protected]

yes and the name?

(06:33:54) Samantha

my name is samantha

(06:34:03) Visitor [protected]

and your supervisor's name?

(06:34:55) Visitor [protected]

or do I call and speak to you? if so what is your surname?

(06:35:41) Samantha

You have to call, they will assist you.

(06:36:08) Visitor [protected]

who will? what is the name of your supervisor that I have to ask for?

(06:37:05) Samantha

There are many supervisor and at time available supervisor with assist you.

(06:37:07) Samantha

Is there anything else I may assist you with ?

(06:38:08) Visitor [protected]

yes the name of the person who contacted the the team of concern about my refund? why is this a difficult request for you to comply with?

(06:39:18) Visitor [protected]

your reluctance to comply with my request makes me think you can't and that no one has contacted anyone about my refund and that you are refusing to refund me my money

(06:39:22) Samantha

We have already told you , you need to call first.

(06:40:22) Visitor [protected]

no need to call first you have a name for me to ask for when I call, please tell me who contacted the team of concern about my refund

(06:40:53) Samantha

You can call anytime.

(06:40:59) Visitor [protected]

and I am beginning to find your reluctance and answers rather rude and insulting!

(06:41:15) Samantha

Is there anything else I may assist you with ?

(06:41:54) Visitor [protected]

yes the requests I have already made?

(06:44:54) Samantha

I have already told you if you want to talk with supervisor you have to call and we have already sent remainder to concern team .

(06:46:23) Visitor [protected]

Again what is the supervisor's name and how do I contact the 'team of concern'?

(06:47:19) Samantha

Please call [protected] for assistance.

(06:47:26) Visitor [protected]

I will need to speak tot he exact supervisor that contacted the 'team of concer'

(06:47:38) Samantha

You have to call first.

(06:47:48) Samantha

over the chat its not possible

(06:47:48) Visitor [protected]

please explain why?

(06:47:58) Visitor [protected]

to give me a name?

(06:49:30) Samantha

You have to call and available supervisor will assist you accordingly.

(06:49:49) Visitor [protected]

and I would also like a copy of the email sent to the 'team of concern' about my refund

(06:50:25) Samantha

You have to call supervisor will assist you accordingly.

(06:50:58) Visitor [protected]

so that's three things I need, the supervisor's name who sent the message, a contact in the team of concern and the message hat was sent to the team of concern

(06:51:23) Visitor [protected]

I'll hang on while you get the information

(06:53:36) Samantha

Over the chat it is not possible to have supervisor on conversation , you have to call

(06:53:45) Samantha

Please call [protected] for assistance.

(06:54:47) Visitor [protected]

I don't need the supervisor on the chat I just need their name, information about the team of concern that they contacted about my refund and the message that they sent

(06:56:08) Samantha

We have already told you there are number of supervisors and at time available supervisor will assist you .

(06:56:34) Samantha

All you have to do is call on this number call [protected] for assistance.

(06:56:46) Visitor [protected]

But who was the particular supervisor that sent the message to the team of concern about my refund?

(06:57:02) Visitor [protected]

your reluctance to answer is very suspicious!

(06:58:07) Visitor [protected]

there is no proof that ant supervisor sent a message anywhere and I think that this is deliberately misleading me because no refund is forthcoming. so please give me the information I request

(07:03:14) Visitor [protected]

Hello Samantha? it shouldn't take this long to get the simple information I asked for?

(07:06:10) Visitor [protected]

I take your silence as refusing to give me the requested information and therefore refusing to refund me the money owed to me by smartfares.com?

(07:06:40) Visitor [protected]

my I have your full name for my legal records?

(07:09:50) Samantha

Its your right you can do it.

(07:10:12) Visitor [protected]

My right, I can do what?

(07:10:49) Samantha

For legal records.

(07:10:57) *** Xavier joined the chat ***

(07:11:17) *** Samantha left the chat ***

(07:11:27) Xavier

As advised, call on the number provided and request for the supervisor

(07:11:42) Xavier

The available supervisor will assist you regarding your refund

(07:12:10) Xavier

As checked your refund has been approved and is under process.

I have already forwarded a request to the concerned department to process the refund in priority.

Kindly allow us some more time please

Thankyou for your co-operation

Is there anything else I may assist you with ?

(07:12:19) Visitor [protected]

What is the name of the supervisor that contacted the 'team of concern' about my refund and how do I aslo contact the team of concern?

(07:13:05) Xavier

Kindly call and ask for the available supervisor

(07:13:15) Xavier

Please call us: +[protected] or send an email at [protected]@TRAVELERHELPDESK.COM stating your concern and wait for the concerned department's revert.

(07:13:18) Xavier

Is there anything else I may assist you with ?

(07:13:43) Xavier

We cannot advise the available supervisor, kindly call

(07:13:58) Visitor [protected]

You have had plenty of time as your records should show. Clearly I am not getting refunded and therefore would like to speak to the supervisor that sent the message to the 'team of concern', what was the message and how do I also contact the 'team of concern?

(07:14:17) Xavier

Please call us: +[protected] or send an email at [protected]@TRAVELERHELPDESK.COM stating your concern and wait for the concerned department's revert.

(07:14:45) Visitor [protected]

aren't you customer service?

(07:15:02) Xavier

We have shared all the information we can

(07:15:07) Xavier

Is there anything else I may assist you with ?

(07:15:36) Visitor [protected]

it's a simple request, Samantha told me a supervisor sent a message tot he team of concern, who was that supervisor and what message did they send?

(07:16:25) Xavier

Agent bravo had raised your refund request

(07:16:31) Xavier

Thank you for choosing Reservations. Have a Great Day ahead !

(07:17:48) *** Xavier left the chat ***

(07:18:27) Visitor [protected]

oh dear! now you have descended into a very rude attitude and are clearly not going to refund my money. This is insulting and degrading so please answer me with respect I have given you and Samantha an furnish me with the information I have asked for

(07:18:37) *** Freya joined the chat ***

(07:18:40) *** Xavier joined the chat ***

(07:18:40) *** Freya left the chat ***

(07:19:41) Xavier

As checked your refund has been approved and is under process.

I have already forwarded a request to the concerned department to process the refund in priority.

Kindly allow us some more time please

(07:19:47) Xavier

Please call us: +[protected] or send an email at [protected]@TRAVELERHELPDESK.COM stating your concern and wait for the concerned department's revert.

(07:19:51) Xavier

Agent bravo had raised your refund request

(07:20:11) Xavier

We cannot advise the available supervisor, kindly call and you can request for the available supervisor

(07:20:56) Visitor [protected]

Ah I see several people are looking at your comment? interesting, repeated rude remarks. Xavier you need to pass me over to your supervisor.

(07:21:20) Xavier

As checked your refund has been approved and is under process.

I have already forwarded a request to the concerned department to process the refund in priority.

Kindly allow us some more time please

Please call us: +[protected] or send an email at [protected]@TRAVELERHELPDESK.COM stating your concern and wait for the concerned department's revert.

Agent bravo had raised your refund request

We cannot advise the available supervisor, kindly call and you can request for the available supervisor

(07:22:07) Visitor [protected]

No need for the available supervisor just the one that sent the message to the 'team of concern'

(07:22:11) Xavier

There is no supervisor on chat, you can call and request for a supervisor and talk to the supervisor

(07:22:25) Xavier

I have already forwarded a request to the concerned department to process the refund in priority.

(07:22:38) Visitor [protected]

no I'll speak to the current supervisor there with you

(07:23:21) Visitor [protected]

and then you can forward me the message you sent to the 'team of concern'

(07:24:13) Visitor [protected]

and please refrain from more rude messages on this chat about 'Agent Bravo'

(07:24:35) Xavier

Is there anything else I may assist you with ?

(07:24:47) Visitor [protected]

just the requested information

(07:24:49) Xavier

As checked your refund has been approved and is under process.

I have already forwarded a request to the concerned department to process the refund in priority.

Kindly allow us some more time please

Please call us: +[protected] or send an email at [protected]@TRAVELERHELPDESK.COM stating your concern and wait for the concerned department's revert.

Agent bravo had raised your refund request

We cannot advise the available supervisor, kindly call and you can request for the available supervisor

There is no supervisor on chat, you can call and request for a supervisor and talk to the supervisor

I have already forwarded a request to the concerned department to process the refund in priority.

(07:26:04) Visitor [protected]

no, that's not it, so please retrieve the information I requested and pass it on to me with the respect I deserve

(07:27:15) Visitor [protected]

I also requested that you don't insult me by using bogus names, ie. 'Agent Bravo'

(07:28:25) Xavier

He is a real agent

(07:29:03) *** Freya joined the chat ***

(07:29:04) *** Xavier left the chat ***

(07:29:16) Freya

Thank you for contacting reservations.

(07:29:18) Freya

How may I assist you today ?

(07:30:39) Visitor [protected]

Same as with the others thanks Freya

(07:31:24) Freya

Please hold while I check that for you.

(07:32:23) Visitor [protected]

Ah I see this has now become a game for you Samantha and Xavier?

(07:32:49) Freya

Agent Samantha and Xavier has left for the day so the chat has been forwarded to me

(07:32:59) Visitor [protected]

if you just ask Samantha or Xavier they will give you the information

(07:33:38) Visitor [protected]

OK you can read through the chat and get me the information I requested

(07:33:46) Freya

I have already checked and found

your refund has been approved and is under process.

I have already forwarded a request to the concerned department to process the refund in priority.

Kindly allow us some more time please

Please call us: +[protected] or send an email at [protected]@TRAVELERHELPDESK.COM stating your concern and wait for the concerned department's revert.

Agent bravo had raised your refund request

We cannot advise the available supervisor, kindly call and you can request for the available supervisor

There is no supervisor on chat, you can call and request for a supervisor and talk to the supervisor

I have already forwarded a request to the concerned department to process the refund in priority

(07:33:57) Freya

you have to wait 3-5 business days as request is already sent

(07:35:05) Visitor [protected]

Yes this is where i have the problem, becuse, as your records should show this has now been promised to me twice before with no refund and therefor I no longer believe it, so please give me the information I asked for

(07:36:16) Freya

Please be informed on basis of priority your refund from our end is completed just now

Kindly check with your bank for same

(07:36:28) Visitor [protected]

and if it is true you can still give me the information I asked for with no concern. And please explain to me why Xavier made up a name and decided that insulting me would help?

(07:36:43) Freya

Refund transaction ID - p5px2gzv

(07:36:48) Visitor [protected]

and the infromation I requested too please?

(07:37:57) Freya

Agent bravo is the supervisor and as i can check there is no insult he has made

Kindly check with your bank refund is completed on our end

(07:37:59) Freya

Is there anything else I may assist you with ?

(07:38:18) Visitor [protected]

Agent

(07:38:50) Visitor [protected]

Great how do I contact Agent Bravo?

(07:39:44) Freya

there is no direct contact for the supervisors , you have to call on general number provided and ask for available supervisor and will be connected to one who is available

(07:39:53) Freya

Is there anything else I may assist you with ?

(07:40:24) Visitor [protected]

Tell me more about Agent Bravo then please, what is his or her full name so that I may speak to them?

(07:41:15) Freya

there is no direct contact for the supervisors , you have to call on general number provided and ask for available supervisor and will be connected to one who is available

(07:41:45) Visitor [protected]

Also I just checked my bank because of suspicions about the so called refund and it does not exist so please explain what=y you have given me false information?

(07:42:27) Freya

there is no false information from our end it has been completed just now

if not reflected in bank , wait for 1-2 days it will reflect back based on bank policies

(07:42:58) Visitor [protected]

just as I thought no 'Agent Bravo' and Xavier was being extremely insulting. Who do I report the behavior of your staff to?

(07:43:15) Freya

Kindly send email at [protected]@travelerhelpdesk.com

(07:43:19) Freya

Thank you for choosing Reservations. Have a Great Day ahead !

(07:43:20) Visitor [protected]

Just phoned my bank no refund is pending

(07:43:39) Visitor [protected]

?

(07:43:58) Freya

if not reflected in bank , wait for 1-2 days it will reflect back based on bank policies

Kindly send email at [protected]@travelerhelpdesk.com

Thank you for choosing Reservations. Have a Great Day ahead !

(07:45:20) Visitor [protected]

The bank told me, over the phone that no refund is pending and therefore no refund has been made, it may take some days to show up in my account, however they can tell me directly if it is in the system. No such refund is in the system

(07:45:37) Freya

as advise you have to wait for 1-2 days

(07:46:14) Visitor [protected]

no, that isn't true, no refund has been made, so please give me the information I have been saking for

(07:48:08) Freya

unfortunately i cannot help you with that

(07:48:16) Freya

i can only advise what is mentioned on the reservation

(07:50:42) Visitor [protected]

no that doesn't make sense anymore Freya. Who was the supervisor that sent a message to the 'team of concern', what message did they send and how do I contact the 'team of concern'. It's a very simple request that has now taken a bizarrely long time to fulfill?

(07:52:09) Visitor [protected]

You are clearly trying to hide the fact that no supervisor sent any message anywhere and are deliberately trying to mess me around until I give up? I wonder why?

(07:52:15) Freya

the refund time frame is 7-14 business days which is 20-22 normal calendar days

Your refund time frame is not completed , kindly wait for 1-2 days as advise above

for more information Kindly check above as everything explained

(07:52:19) Freya

Thank you for choosing Reservations. Have a Great Day ahead !

(07:52:20) *** Freya left the chat ***

(07:53:13) Visitor [protected]

My refund time frame is well past I requested the refund on the 25th of March!? So please don't treat me like a fool

(07:53:15) *** Theon joined the chat ***

(07:53:15) *** Freya joined the chat ***

(07:53:24) *** Theon left the chat ***

(07:53:48) Visitor [protected]

Oh another person is here Theon hello please give me the information I requested

(07:53:57) Freya

if not reflected in bank , wait for 1-2 days it will reflect back based on bank policies

Kindly send email at [protected]@travelerhelpdesk.com

Thank you for choosing Reservations. Have a Great Day ahead !

(07:55:16) Visitor [protected]

Oh Theon not staying then. please give me the information I requested

(07:55:46) Visitor [protected]

and please give me the names of everyone I have messaged to day

(07:55:59) Visitor [protected]

full names, just for clarification

(07:56:04) *** Freya left the chat ***

(07:58:01) *** Visitor [protected] has rated the chat Bad ***

(07:58:01) *** Visitor [protected] has commented: Rude, insulting, uncooperative, evasive. Complete waste of my time. I would like an apology, an explanation and the information I asked for ***

(07:59:13) Visitor [protected]

still here for anyone who is capable of doing the simple task I requested

(07:59:29) *** Theon joined the chat ***

(07:59:42) Theon

Please hold while I check that for you.

(08:01:55) Visitor [protected]

oh Theon you're back, why did Freya not answer me?

(08:02:06) Theon

allow me 03-05 minutes

(08:02:08) Theon

stay connected

(08:02:42) Visitor [protected]

is anyone going to be helpful and not insulting and evasive in the customer help department

(08:03:20) Visitor [protected]

you are the 4th person lets se if you can fullfil my simple request

(08:03:33) Theon

I am sorry for the delay. Please stay online. I am still working on that for you.

(08:04:34) Visitor [protected]

great

(08:06:21) Visitor [protected]

Why have 4 help assistance failed to help with a name of a supervisor, message information and a department name?

(08:14:23) Theon

Our supervisor name is SHERLOCK

(08:19:34) Visitor [protected]

you can't do it either then Theon, but your sparkling wit does you and the rest of you in the help department the utmost credit

(08:20:23) Visitor [protected]

this is being screen recorded for legal records, so well done to you and your top team

(08:38:02) Theon

Is there anything else I may assist you with ?

(08:40:51) Theon

Due to no response we may have to end the chat. Please call [protected] for assistance.

(08:40:53) *** Theon left the chat ***

(08:45:05) Visitor [protected]

This is the the rudest most insulting department I have ever had to correspond with. Your behavior is disgusting

(08:45:30) *** Theon joined the chat ***

(08:46:26) Visitor [protected]

hello again Theon, the disgustingly rude person I was chatting with before. Kindly put someone else on you undesirable person

(08:46:52) Visitor [protected]

and don't forget to update them on what i'm here for please