• Report: #467577

Complaint Review: Cheapoair.com

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  • Submitted: Wed, July 08, 2009
  • Updated: Wed, July 29, 2009

  • Reported By:Ocala Florida
Cheapoair.com
213 W 35th St # 1301 New York, New York U.S.A.

Cheapoair.com made me pay $200 to changed the name of my wifes ticket for $200, confirmed the change, then cancelled her ticket! I'm stuck! New York New York

* : Response to the name error

* : Response to the name error

*Consumer Suggestion: Sure - I have advice...

*Consumer Suggestion: Sure - I have advice...

*Consumer Suggestion: Sure - I have advice...

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It was my mistake...initially. My wifes green card has her last name as (((REDACTED))) but the all important passport has her Russian name of (((REDACTED))). So, I prayed...then called Cheapoair. They assured me that they could not change the ticket...as it was their own and Lufthansa airlines' policy to disallow name changes. period.

15 minutes later..Lufthansa told me they would change the ticket for $100. "Great", I said. "Do it!!" "I'm sorry sir, your agency issued this ticket and therefore they must change the name themselves. We can not even if we wanted to change a ticket issued by an agency." "But they refuse too." I said. They can, sir..have them do a 3-way call with us.

So, back to Cheapoair...after hours of calls and speaking to half of India's population they finally agreed to add the middle name to my wife's airline ticket for $200.00. Shortly thereafter I was sent the following email and I confirmed the same.

"Dear DAN ,

Thank you for choosing cheapoair.com

As per our conversation, We have made the changes on your booking 2458495,
for (((REDACTED))) name and there will be a charge of $200
airline penalty for changing name on the tkt .


Kindly reply to this email authorizing the charge.

THANKS AND REGARDS
TREVIS
CUSTOMER SERVICE
CHEAPOAIR.COM"

(I received this email on June 30, 2009)

What a relief ...I thought. Then, Trevis told me that it may take 24-48hrs. for the name to change which I thought seemed an unusually long time just to add my wife's middle name to the ticket? But, that was the best news I heard all week so I said ok.

Every day and I mean every day thereafter even today (8 days now) agents and supervisors' (Monica and Nigel) have told me they need "24-48hrs to get this worked out." They could confirm nothing. But my wife's flight (along with our 2 girls) is July 13th. Today for me is July 8th Wednesday....The have only 4 days 'till departure! Why is this so difficult?!?

Finally, cheapoair told me they're having trouble getting my wifes flight to match up with our our 2 year old girls' flights. "Well", I said, "Your email confirmed the name was changed and this was all a done deal!"

Then I called Lufthansa and to make matters worse they then informed me that my wife no longer has a ticket!! My girls do, but not wife. All Lufthansa could tell me was their system showed that Cheapoair canceled the flight on June 30th and they haven't called back since.

One Lufthansa agent told me Cheapoair didn't need to cancel the ticket. The could have used the 'help line' that instructs them how to make a name change.

Anyway, here I am today July 8, 2009 7:30 pm and I have 3 confirmed tickets for my 2 girls, and myself (I meet them all on their return flight)...for JULY 13th, 2009..this Monday. And my wife's ticket has been cancelled.

I now feel like a boiled lobster..

I didn't cancel this ticket! They did. And if I'm not mistaken an airline ticket is a binding contract they have to honor...but at this point I think they're trying to blow me off. They no longer take or return my calls and if I DO get through after holding for 20-30 minutes I get the same ole, "We're still working on it and will have an answer in 24-48 hrs.

If I don't have a ticket for my wife, then obviously my two 2-year-old girls' ticket is no good as well, and neither is mine. This would cost me about $5,000 if they don't come through.

Anyone, have advice?



Daniel
Ocala, Florida
U.S.A.

CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

This report was posted on Ripoff Report on 07/08/2009 04:38 PM and is a permanent record located here: http://www.ripoffreport.com/r/Cheapoaircom/New-York-New-York-10001-1916/Cheapoaircom-made-me-pay-200-to-changed-the-name-of-my-wifes-ticket-for-200-confirmed-467577. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1

Response to the name error

AUTHOR: Renee customer service - (U.S.A.)

Dear Sir, let me start out by saying I am sorry for the inconvenience you have gone through regarding the error of your wife's name.  As a travel agency we are limited to what can be done when it comes to changing names on tickets.  Most airlines no longer allow any type of modifications to a name for any price.  It seems quite convenient that LH said sure we can change the name for 100.00 but failed to do it.  I don't see the problem, they are making an exception and they are the ones who in the end receive the cost of the plane fare so why not assist you if they are willing to over ride their policies.  How can you justify that this error was done by CheapOair.com when we didn't book the reservation.

If the reservation was within 24 hours, there was a chance that this could be canceled and the name correction made, and a new booking made. But without the confirmation I cannot determine why this booking as you stated was canceled. If you would like further assistance you can contact me, and I'm very much in the US, New York, 866-636-9088/212-478-0335

Renee Andrews

randrews@cheapoair.com

 

 

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#2

Response to the name error

AUTHOR: Renee customer service - (U.S.A.)

Dear Sir, let me start out by saying I am sorry for the inconvenience you have gone through regarding the error of your wife's name.  As a travel agency we are limited to what can be done when it comes to changing names on tickets.  Most airlines no longer allow any type of modifications to a name for any price.  It seems quite convenient that LH said sure we can change the name for 100.00 but failed to do it.  I don't see the problem, they are making an exception and they are the ones who in the end receive the cost of the plane fare so why not assist you if they are willing to over ride their policies.  How can you justify that this error was done by CheapOair.com when we didn't book the reservation.

If the reservation was within 24 hours, there was a chance that this could be canceled and the name correction made, and a new booking made, but without the confirmation I cannot determine why this booking as you stated was cancelled. If you would like further assistance you can contact me, and I'm not in a 3rd world country but in New York, 866-636-9088/212-478-0335

Renee Andrews

randrews@cheapoair.com

 

 

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#3 Consumer Suggestion

Sure - I have advice...

AUTHOR: Karl - (U.S.A.)

Quit using 3rd parties to book tickets. ROR is full of complaints when passengers do this. Often they save nothing and the airline can deny requests because the tickets were not purchased from them. Use Travelocity and Orbitz to check fares then get on an airline's web site and book tickets. NEVER book a ticket for someone with another name other than the one on a Passport. Customer service for most of these 3rd party booking agencies is in India in order for them to save money. Nobody I have ever met has had anything approved or changed when you are dealing with these outsourced representatives. Moreover they have a problem with the English language. Hopefully you will get your problem resolved but say goodby to 3rd party booking agencies.
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#4 Consumer Suggestion

Sure - I have advice...

AUTHOR: Karl - (U.S.A.)

Quit using 3rd parties to book tickets. ROR is full of complaints when passengers do this. Often they save nothing and the airline can deny requests because the tickets were not purchased from them. Use Travelocity and Orbitz to check fares then get on an airline's web site and book tickets. NEVER book a ticket for someone with another name other than the one on a Passport. Customer service for most of these 3rd party booking agencies is in India in order for them to save money. Nobody I have ever met has had anything approved or changed when you are dealing with these outsourced representatives. Moreover they have a problem with the English language. Hopefully you will get your problem resolved but say goodby to 3rd party booking agencies.
Respond to this report!
What's this?

#5 Consumer Suggestion

Sure - I have advice...

AUTHOR: Karl - (U.S.A.)

Quit using 3rd parties to book tickets. ROR is full of complaints when passengers do this. Often they save nothing and the airline can deny requests because the tickets were not purchased from them. Use Travelocity and Orbitz to check fares then get on an airline's web site and book tickets. NEVER book a ticket for someone with another name other than the one on a Passport. Customer service for most of these 3rd party booking agencies is in India in order for them to save money. Nobody I have ever met has had anything approved or changed when you are dealing with these outsourced representatives. Moreover they have a problem with the English language. Hopefully you will get your problem resolved but say goodby to 3rd party booking agencies.
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