I booked a round trip flight from Charleston, SC to Reno, NV. Upon checking my itinerary I noticed that I was booked twice out of Phoenix on the return flight. I phoned the airline to notify them of the double booking only to learn that the flights out of Phoenix were cancelled. I was originally scheduled to leave Phoenix at 1:01 p.m. and I was advised the only flight that day would require me to sit in the airport until 10:59 p.m. I phoned Ultimate Fares and spoke with Allen George and ultimately his supervisor, Helen. They adamantly refused to refund my reservation. They told me if I cancelled I could only get an airline credit and no refund. Allen kept repeating to me that I had to sit in the airport and laughed when I tried to explain that I had to be back in Charleston before 11:38 a.m. Sunday morning. I told him clearly that I would not sit in the airport all day and I would never have booked this reservation knowing that I had an all day layover. He laughed at each juncture when I tried to explain that I would never have booked this itinerary with an all day layover and it was not acceptable. He refused to put his supervisor on the phone and when she ultimately called me, I learned that Allen told her that I accepted the 10:59 p.m. flight with an all day layover. Helen also told me that Ultimate Fares sent me an email on May 05, 2008 telling me of the cancellation of the Phoenix flight. That is an absolute lie. I was never informed that the flight was cancelled. It is a sad situation that a company can take your money, allow significant changes to your itinerary without notification or willingness to refund your money and then laugh at you while you attempt resolution. There doesn’t seem to be any understanding that they are dealing with people’s time schedules and hard earned money. They appear to be a company in business to scam the public and then laugh when it appears the client has no option available. My suggestion is that they be held accountable for their business practices that take the clients money without any attempt or willingness to provide the services offered iin the first place. nConnie BnLadson, South CarolinaU.S.A.
7100 W. Camino Real Ste, 402 Boca Raton, Florida U.S.A.