Cheapoair - Robbed me of $ 1440
airline ticket - Complaint
NY, ILLINOIS -- Bought a ticket for my mother to fly to Chicago from Russia. The flight was originally scheduled with 2 stops in Germany for a transfer. We found out that she'd need a Schengen Visa to do that so I called cheapoair to exchange the ticket. For additional charge of $763 they agreed to reissue the tickets so that my mom would only have to transfer in Frankfurt. Next day when my mom was getting ready to board the plane she found out that the email we got from cheapoair was only an itinerary change confirmation and the exchange was never finalized with the airlines therefore new ticket was never reissued. We went through great amount of stress and hours of phone conversations with cheapoair. They blamed it on the airline, but when I called the airline their system showed no records of cheapoair contacting them for reissuing the tickets. Called cheapoair again and asked to get a refund and was denied. I agreed to give a company another chance. Trisha, one of the supervisors said they will reissue the tickets for the next day and I should get a confirmation within several hours. Meanwhile I decided that my mother went through enough stress already and got a refundable ticket through another company just to be on the safe side. In 12 hours I got no confirmation from cheapoair. I called several times during that period and was told to wait for a few more hours. When in 12 hours I called and said I am not going to wait any longer Max, another supervisor offered to reissue the tickets right that moment. It was too late however, I already lost my trust in the company and should have never even agreed to give them another chance. So far the only refund I got was for $763 additional charge but not for the rest of the ticket which cost $ 1440.22. The ticket was bought for July 31st and I've been dealing with the company for over a month now with no success. Whenever I call I'm always asked to wait several more days and call again. Several times I was promised to get a call back but never got any calls. Multiple times while talking to customer service calls were disconnected and I never got a call back even though one of the first things they ask for is a call back number. This experience was full of frustration and stress. Customer service representatives were incompetent and rude. Last supervisor I talked to was Adler who promised to call me back in 72 hours and it's been almost a week now and I'm still waiting. As Adler explained they are trying to get my money from the airline company and filing claims with them is taking time. I don't understand however why the airlines should be responsible. I would understand the unwillingness of cheapoair for refund if my mother didn't show up for her plane but she was turned down at the airport twice because the company didn't do their job. Hours of phone conversations and waiting led to no result. Cheapoair scammed me and robbed me of $1440.22.