CHICAGO, ILLINOIS -- I really hate leaving negative experiences for companies but this is by far the WORST service that I have ever received from any company that I have ever dealt with. I booked a round-trip, international flight through Cheaptickets.com (who has a customer service team "based" in Chicago so it seems) and due to an unfortunate change in plans, I had to reschedule and then ultimately cancel my return flight. I paid both the reschedule fee AND the cancellation fee imposed by both the company and the airline. Completely fine -- my plans were disrupted and I had to take the fall for that.
But here's where it gets worse. When I cancelled my flight, an agent informed me that he could process a refund to my card but that it would not be the full value of the return flight. I understand how things work so I was completely fine with that. I just told him to make sure that this refund got put through.
Fast forward two weeks, the refund hasn't been processed. I call again and speak with another agent who informs me that the refund would be placed within 21 days. I wasn't informed of this policy at the beginning but after being told that was how their system worked with the airline, I let it go and resigned myself to waiting. Before I hung up, I confirmed with the agent that the refund had indeed been registered on that end.
After 30 days were up, I called again because the refund had not gone through. I spoke with an agent who said that I should just wait for the refund. Being an idiot, I did. About a week later, I started calling EVAAir to see whether they ever received the refund request from CheapTickets. They hadn't and could not find any records aside from the fact that my ticket was left "open". The most recent representative I spoke with mentioned that they still had not received any word from the travel agency.
It has now been almost two months after this entire ordeal. I called Cheaptickets and after waiting on hold for a ridiculous amount of time, I reached several agents who just kept transferring me over to the next. (One agent even asked if I wanted to use "credit" to get another flight -- I really wish that was some sort of sick joke).
I FINALLY got a girl on the phone (Macy) who tried to assist. But when I gave her my information, she let me know that she could not find anything and that my ticket was marked as "open". She then asked me whether I had checked my credit card statement to see whether the refund had magically appeared (why would I have called in if I hadn't already done this?!)
Additionally, this poor agent could barely speak English and could not even repeat my telephone number back to me properly. I don't want to discriminate (English being my second language as well) but how on earth could you even TRY to resolve an issue if you don't actually understand what is going on? Incredible, really. After finally refusing to let Macy to continue to speak over me repeatedly with some awfully scripted dialogue, I had her check her records again. She did and lo and behold, she finally found that a refund request.
She told me to call the airline to check the status of my refund and once I told her that I had already done that (multiple times), she stopped speaking for a while until she found another script that she could throw at me in which she tried to repeatedly tell me that there was no way that she or any of her other colleagues could follow up with me regarding this issue. In fact, she told me that I needed to call again tomorrow. (And what? Go through the exact same process again? You have to be kidding me.)
At this point, I pressed her to speak with a manager. After another few minutes on hold, I finally got connected to someone claiming to be a manager. She asked me for the exact dates of when I called (I almost threw my phone out of the window at this point) and then spent another 15 minutes "reading through all the information". She told me that she could not find any answers. (At this point, I was not even surprised).
Frustrated, I let her know that I needed some sort of resolution and she let me know that she had put my case through to their "refunds" team for review. I had to tell her that I needed some form of follow-up on their end in whatever mode of communication she could handle. She told me to expect an email within 48 hours. Quite frankly, I know that I'm going to be on the phone with CheapTickets again in another two days trying to get these guys to get their act together. Obviously, I'd rather not be (total time: 56 minutes) but I want to make sure that you know NEVER to use this company.
I purchased tickets for an event on Cheaptickets for adjacent seating from the seating I'd already purchased 3 tickets for at a large venue with Ticketmaster. All of the other reputable ticket vendors had no tickets. Somehow Cheaptickets did. I didn't question it because it looked reputable and I'd just discovered that more would be traveling with us and we'd need more tickets. The tickets were about $15 higher each for the same seating. A message said that you would receive confirmation and the e-tickets a few days later.
On the day that the tickets were to be delivered I received an email from a third party that due to error, the tickets that I purchased were not available but that they could give me alternate tickets that were higher than the ones I purchased. We'd already checked for additional tickets for more guests and only general seating was available at the very top (nose bleed) section. This was the same section of the alternative tickets offered.
I emailed both the third party that e-mailed me and copied Cheaptickets customer service that this was unacceptable, and that their protocol and phone number only giving you the option to say yes or no that you want the alternative tickets (no customer service to talk to you to try to explain or resolve the issue in a friendly manner) was too coincidental for an unexpected error.
In my interpretation, the message and voicemail option implied basically, "We don't have the tickets we advertised. We have nose-bleed at the same price. Take it or leave it!" The third party never responded back. Cheaptickets did with a generic email basically stating "unfortunately the tickets you purchased were not available (Blah, Blah, Blah). Your credit card has not been charged or you will receive a refund."
My credit card has been charged by another party and I have yet to receive a refund. I let Cheaptickets know that and requested I be immediately refunded. I've never used Cheaptickets. I never will again. I plan to ensure no one else I know or they know will use Cheaptickets either. It's a holiday and a number of us are traveling far. We can't have some attending the event and leave others, who are really too young to wander the streets, out and about until the event is over. So It's certainly not the $$$$.
It's the principle of BAD CUSTOMER SERVICE AND DISREGARD FOR THE INCONVENIENCE THAT THEY HAVE CAUSED. The lack of integrity and accountability that many businesses demonstrate with consumers who, if it were not for consumers they would not exist nor would the jobs of many who work for them, is disheartening and should be legally regulated. If your solutions and alternatives are nothing more than a gesture that we provided an alternative solution (where we still get to keep your money and you're still inconvenienced but HEY, at least you still get to go!!), you should be held accountable.
I have bought many tickets over the years and every time there is a problem. I have found that it will not be properly handled. You are way better off using a travel agent or going airline direct. I will give a couple of many examples that I have had the opportunity of having to deal with. On a scale of 1-10 on this company's ability to solve problems I give them a 0.
Example #1: Three years ago in Feb, my grandmother and best friend was notified that she had a couple of months to live. Upon hearing this news I made arrangements to spend as much time with as I could, even if it meant borrowing money to do so at the time. It worked out that I would be able to spend 2 weeks out of every month with her. Times like this are confusing and your not in your right frame of mind. That last ticket that I booked through cheaptickets.com to see her was booked backwards.
Instead of booking a ticket departing from Dallas Fort Worth I booked the ticket departing from Reno, Nevada. My wife had caught my mistake approx. two weeks before my flight. I called customer service to fix the problem that had occurred. After spending most of my day on the phone and going through several "supervisors" my ticket of $350 got an additional $400+ dollars added to it. The flight that I was moved to had plenty of extra seats and was in no way shape or form overbooked or lacking seats. I paid their fee and went on because I didn't have time to deal with it.
Example 2 10/31/14: My mother let me know a couple of days ago that she wanted to fly in and visit me for 10 days over the Thanksgiving break. She sent me her credit card info and asked if I would book a ticket. My mother was a widow for 24 years out of adoration of my father. Four years ago she finally remarried. Beautiful sweet woman, her being unmarried was not because of a lack of suitors trying.
When my mother remarried I assumed that she had changed her last name and that is how I booked her flight ticket. After mailing her the confirmation I received a call with her letting me know that she had kept my father's name out of continued adoration and that her current husband was fine with it. I then call the cheaptickets.com customer service to try correct the problem.
I finally get a customer service representative on the phone and describe my problem. She lets me know that there will be a $275 additional charge to the already $350 ticket. Unhappy with this answer I asked to talk to a supervisor. I was then asked for a call back number in case we were disconnected. After 10 minutes on hold we were disconnected. After waiting for my call back for approx. 1 hour I was not called back. Sitting at my desk with a phone that was not interrupted phone at my desk.
At this point I call back again and start completely over. I told them about my previous conversation and was placed on hold for a "supervisor" of cheaptickets.com. After awhile on hold again, I got another representative on the phone. When asked if she was a supervisor she stated that she was not a "supervisor". She went over the situation with me again, put me on hold for a while and then came back with a price of an additional $100 to change the name on the ticket. At this point I am getting irritated.
I asked nicely to speak to her supervisor. She then stated that she was the highest ranked "supervisor" there at this time. I then stated that she had just told me that she was not a "supervisor". I then asked for the person that I could call back that was her supervisor. She stated ** and said that she could not give me the last name of her "supervisor".
All in all I took it that their prices can be whatever they want for corrections and that no one is in charge or can make decisions to properly fix a problem. I will continue to spread the word of a shady, unsympathetic company that has no one in charge as much as I possibly can!!!
FLORIDA -- I was trying to book a flight for my family and me (6 pax), from Orlando to Santo Domingo from July 28th to Aug. 8th. I was browsing on Cheaptickets. com and I found an attractive fare of $250.00 per person with 1 stop overnight at Curacao. I was so happy I found that fare and a proceed to book it, and then.. my journey to hell began.
I started to book around 9am, enter all the information, select even my seats, and enter my payment information. It did not went through according to the information given on the yellow highlights, saying that the booking could not be confirmed at this moment. I tried one more time, and got the same answer. I called cheaptickets.com around 9:30am on a desperate race to get that discounted fare, and after 18 minutes waiting on hold, a representative named ** came on the line.
I explained all my Odyssey trying to book the fares. I told him I'd refresh the page several times to see if there was an update on the fares, but I was still getting 250.00 per person, and I wanted to take advantage of that. ** just told me he couldn't do nothing, and he quoted me the flight for 1.769.00 plus the 35.00 of booking on the phone. I was trying to be calm, so I just declined, since I felt he was just in a hurry for me to book and didn't helped me. I had to ask him if there was any department in charge of the website issues that I could talk to and see what was the issue with my booking (he never offer the option I asked).
He transfer me to another department and I waited around 10 minutes more, to get in touch with **, who just told me that she couldn't do anything, but suggest me to split my booking in two (reserved 3 pax first and then 3 pax later). I was OK with that suggestion but my concern was if by the time I booked the last 3 pax I would be able to get availability. Her solution was just to cancel the reservations in case I couldn't complete the whole flight reservation and I would be refunded for the flight payment, but probably be charged a 20.00 fee for cancellation. I was very amazed how fresh she told me that.
15 minutes later after ** and no solution at all, I tried again, getting this time a 264.90 fare per person. I try again all the process, and this time it didn't recognize my credit card billing information, so I called my bank and surprisingly I found out that my credit card was charge with 8 different transactions, (1) of $1,505.40, another one of 1,589.40 and six charges of 2.00 each from Cheaptickets.com. I flip out!!! I was charged twice and had no confirmation and no flights reserved. By that point I wanted to kill someone.. its 11:00am (2 hours after I started with this).
I called back again to cheapflights.com, and after a 15 minutes waiting I got on the phone with **. I explain all my frustration and all my anger with the most longest flight booking I ever had. ** was very professional (finally someone with customer services), and she helped reversing the charges from my credit card. There goes another 15 minutes solving the problem with my bank. Two after I just lost my time, my peace and no flight booked.
In a few words, Cheaptickets has no customer service (excluding **), no guarantee on the rates, so its a scam, and it just not a website I would recommend. This is the worst experience I ever had.
FORT WORTH, TEXAS -- I am not one to complain, and this is my 1st time ever to write a review on a company but this must be said. I WILL NEVER USE CHEAPTICKETS EVER AGAIN! I went to cheaptickets.com and tried to get a plane ticket from Pittsburgh to Houston Texas, Feb 28 to March 4.
A few days later I realized that the confirmation email they sent me had the wrong dates. I believe this may have happened when I filled out the billing information and left something out; when I pushed "send" or "next" it went back to that same page and said I left something out that needed to be filled in, I guess what I did not realize is that CheapTickets also cleared the dates when it reloaded back to that page.
I called them to explain what happened, but the customer service representative got very defensive and would not work with me at all. He wanted me to pay them for the plane ticket, a cancellation fee of $250.00, and then buy a whole new ticket with the right date on top of that! I offered to pay the difference between the cost of the ticket I bought and the ticket I was trying to buy. And I actually would considered paying a cancellation fee that was not so ridiculously way too expensive! It was more than my ticket was!
All other companies have like a $50 cancellation fee if any at all! I used this company quite a lot this year because I travel for work and this is how they treated me? I felt bullied so I disputed the charges. Now they sent me an email threatening that they were going to go to a Collection Agency. They are just a bunch of bullies who do not care about the customers at all. I would suggest for you to never use them! I would use Expedia or ANY OTHER company instead who are known for having good customer service. Thanks for listening.
MILWAUKEE, WISCONSIN -- DO NOT USE CHEAPTICKETS.COM. By far THE worst customer service I've ever had. I had purchased two tickets to the Pink Concert in Oregon January 9th. We get to the concert to find out that the tickets they sold me were FRAUDULENT. I then had to buy two crappy tickets in order to go to the concert.
The next morning I call Cheapticket's "Customer Service" and some guy answers the phone. I tell him the problem and his response was "ah OK well we are upgrading our systems so call back in a few hours".. EXCUSE ME!?!?! So then I email the company to let them know the situation and I get an email saying I will be contact within 5 business days.
Now, I don't know about you, but I have just been screwed out of over 200 dollars and I'm not happy. 5 business days is a crazy amount of time to expect someone to wait (plus still never got that call). So naturally, I dispute the charge on my credit card. This finally got cheap ticket's attention because they notified me that I could only receive the 150% refund they promise on their site if I can't the dispute. Well gee, maybe if your customer service didn't suck, I could've talk to someone there and felt more comfortable not disputing it in the first place.
After emailing back and forth with a girl, I finally cancel the dispute last week. I again emailed them today to ask for an update on my refund. They have done nothing because they have not received notification that the dispute was canceled. BS. I don't believe that for a second. A customer tells you that you are selling bad tickets and you don't even look into it?
Meantime, they tell me it takes up to 30 days to get the refund, so I'm sure they expect me to pay the interest charge on the 200 plus dollars sitting on my credit card waiting for the refund? Why doesn't the company do as they promise??? It is not hard to contact the venue and talk to the VERY NICE people there who helped me out to see if my tickets were in fact fraud. But nope, they are dragging their feet in hopes that I give up so that they don't have to pay me the 150%. HORRIBLE CUSTOMER SERVICE!!!
HAVERFORD -- I booked 4 people on a flight from Munich to Detroit in April. In July I start getting emails for 1 of the persons saying that they have changed his flight time. The airline and flight number stayed the same, but the departure time went from 12:20 to 1pm. No big deal. I talked to 2 others and they got the same email. The last person in the group never got an email confirmation of the time change so I just let it go. Big mistake.
Yesterday (21 Aug 2013), I get an email saying that she was on a 10am flight arriving in Detroit 4 hours prior to the rest of the party. I don't understand! Why was she moved to an entirely different flight and time. I got the email around 6pm and called by 1pm the next day to try to get her back on the 1pm flight. The flight including her husband who has the same last name (which is not that common!). I was told that because Lufthansa already issued the tickets (how? they are e-tickets!) that I would have to pay a change fee to get the person on the same flight as her husband. Why do I have to pay $450 to fix cheapticket.com's mistake?
I asked to speak to a supervisor and was told that she could pay for half (mind you this was after about 1 hour on hold and then me telling the supervisor to call me when she had answers as I was at work) but I would still need to pay $150. I was happy that half of $450 was $150 but soon found out that reason was that the supervisor had inverted the return date from 01 Oct to 10 Oct!
After another 15 minutes on hold she could not yet confirm that it would be $450 and I told her to call me back again when she had it. I finally paid $225 to change a ticket so that the person could be on the flight that I originally booked her on. Why am I responsible when cheaptickets.com screwed up? I will make sure to avoid this site in the future!
I cancelled my two flights and they told me I have one year to rebook. When I called back 6 months later, they told me both ticket value ($1600) has been forfeited. They refused to admit that their agents had advised me the wrong action - even though I have called in twice before to confirm that I had an year to rebook. Even when I was talking to the supervisor - **, she told me there's nothing they can do, not even a place where I can file a complaint for the mistreatment. No sorry, just too bad - there's nothing we can do.
HONG KONG, ALASKA -- I booked a ticket to Taipei 6 weeks ago. When I got to the airport the airline had no record of my reservation. But somehow I was charged for the flight insurance. When I called to complain. They told me that I had to call the insurance company, Alliance. When I called them, they told me they would refund my money but I had to provide proof that I had never taken the trip.
I asked them how I could do that since there was no record anywhere that I hadn't taken it. They gave me an email address to send the proof too. And after calling cheaptickets a second time and arguing with the person on the other end until I got to talk to a manager, the manager simply told me that they would straighten it out. But this was 3 weeks ago & I haven't heard from them yet and nothing has happened. And after all of these calls at international rates. I spent more money trying to get my money refunded than the actual refund would be.
CHICAGO, ILLINOIS -- I booked an international flight from Canada to London on Cheaptickets because it had a slightly cheaper fare than any other site I could find, and have since lived to regret the decision significantly. I've called to change the ticket 3 times. When I tried the first two times I was on hold for over 45 minutes each time, and had to hang up before getting through to a customer service agent because I had to return to work. The third time I called I checked the price of the ticket through the airline and noticed that it had dropped by $40.
Despite this, the completely unhelpful people at Cheaptickets told me that the fee to change was still $200, plus the $75 to Cheaptickets. I told them that the price of the ticket had dropped, and they said there was nothing they could do about it. When questioned about what the $275 was for, they told me that they have a "sophisticated" system that requires them to charge an operating fee. They are quite easily the worst service I have ever come across, and it has been an absolute nightmare dealing with them. For anyone reading this, NEVER USE CHEAPTICKETS!