Fareboom Recensioni 

Risposta di Fareboom

6 giorni fa

Dear Gideon,

Thank you for taking the time to share your feedback with us. We sincerely apologize for the inconvenience and frustration caused, and we are truly sorry that your recent experience did not meet your expectations.

The airline made changes to your flight schedule due to operational reasons. While airline schedules and operational decisions are outside of our direct control, we fully understand the impact these changes had on your travel plans and the additional expenses you incurred.

We have referred your case to the airline for further review and are working with them to explore what options may be available, including the possibility of a refund. We will provide you with an update as soon as we receive a response from the airline.

Please be assured that we are making every effort to assist you and find a possible resolution to your concerns. We sincerely appreciate your patience and understanding while we work with the airline on your case.

If you have any further questions or require additional assistance, please don't hesitate to contact us at 1 626-256-1249.

Kind regards,
Fareboom Customer Care

Risposta di Fareboom

6 giorni fa

Dear James and Julie,

Thank you for sharing your feedback. We sincerely regret the frustration and inconvenience you experienced with your reservation O-2B1499825, and we understand how concerning this situation was, particularly in relation to your travel plans.

We have carefully reviewed the reservation, payment and communication history and would like to clarify the circumstances surrounding the ticket suspension.

The transaction was disputed with the bank, and following the dispute, The Airline suspended the tickets in accordance with its payment and ticketing procedures. The dispute was initiated before the ticket suspension, and Fareboom was not given an opportunity to address the matter with you before the dispute was raised.

Once we became aware of the situation, our team investigated the matter and communicated with you regarding the ticket status and the applicable airline policies. The payment dispute was subsequently resolved in the Airlines' favour by the bank. We then continued to work with our supplier and the Airline to determine what options might still be available for your reservation.

Following our latest communication with the Airline, we have been advised that the reservation can be changed to new travel dates, subject to the applicable airline change fee and any fare difference.

We also spoke directly with a the Airline representative, who confirmed this policy. The airline further advised that you may submit a request directly to its Customer Relations team to seek an exception based on the circumstances of your case.

As this request must be submitted by the passenger directly, we have provided you with the appropriate process and information required to submit the request. We have also shared the relevant ticket numbers and instructions to help you complete the submission successfully.

We understand that this situation has been extremely frustrating, and we sincerely regret the difficulties you experienced. At the same time, as a travel agency, we are required to follow the airline's policies and fare rules, and we cannot independently override the airline's decision regarding the ticket.

Nevertheless, we have continued to pursue the matter with the airline and supplier and have provided you with the available options, including the opportunity to request an exception directly from the airline's Customer Relations.

We remain available to assist with any information or documentation required from our side and sincerely hope that the airline will be able to consider your request.

Kind regards,
Fareboom Customer Care

Risposta di Fareboom

6 giorni fa

Dear Haji,

Thank you for taking the time to share your feedback. We’re sorry to hear that you were dissatisfied with your customer service experience.

We have reviewed the reservation history available to us and, at this stage, we have not been able to identify any significant issue or disruption associated with the reservation. Our records indicate that there was a minor flight schedule adjustment of approximately six minutes, after which the itinerary proceeded as scheduled.

However, we would very much like to understand your experience better and identify what may have led to your concerns. We would appreciate the opportunity to connect with you directly so that we can review the matter in greater detail and address any concerns you may have.

Please feel free to contact our customer service team at 1626-256-1249 to discuss the same.

We value your feedback and appreciate the opportunity to better understand and address your concerns.

Kind regards,
Fareboom Customer Care

Risposta di Fareboom

6 giorni fa

Dear Elida,

Thank you for sharing your feedback. We sincerely regret the frustration and inconvenience you experienced, particularly with the unexpected situation at the airport.

We have carefully reviewed the booking O-2B1512386 and payment history associated with your reservation and would like to clarify what occurred.

Although the seats were initially secured and an e-ticket was issued, the payment for the booking was not successfully completed. The card used for the transaction was declined, and our team made an additional attempt to process the payment, which was also declined.

As the payment could not be successfully collected, the tickets could not remain valid and had to be voided in accordance with our standard ticketing procedures. Our records also show that reminder communications regarding the declined payment were sent through before the depature shedule of your flight , advising that the payment issue needed to be resolved.

We understand that receiving an e-ticket can understandably give the impression that the booking is fully confirmed. However, an e-ticket being issued does not, by itself, confirm that the transaction has been successfully paid and that the ticket remains valid when the payment subsequently fails.

We sincerely regret any confusion caused and understand the significant inconvenience this situation created for your travel plans. We would also like to clarify that the booking was not intentionally cancelled by Fareboom after receiving a successful payment; rather, the payment remained unsuccessful despite our attempts to process it, and the ticket therefore could not remain valid.

We value your business and appreciate that you have used Fareboom since 2019. We are sorry that this experience did not meet your expectations, and we take your feedback seriously as we continue to improve our communication and service.

Kind regards,
Fareboom Customer Care

Risposta di Fareboom

6 giorni fa

Dear Alireza,

Thank you for taking the time to share your feedback. We sincerely understand your disappointment and frustration regarding the time taken to receive your refund.

We would like to clarify that our team processed your refund request promptly and initiated the necessary follow-up with the airline. Unfortunately, there was a delay on the airline’s side in releasing and processing the refund, which resulted in the refund taking longer than expected.

Throughout the process, our team continued to follow up with the airline and monitor the status of your refund. We are pleased to confirm that the refund has now been successfully received.

We sincerely regret the inconvenience caused by the delay and understand how frustrating it can be to wait for funds to be returned. We appreciate your patience while our team worked with the airline to complete the process.

Your feedback is important to us and helps us continue improving our service and communication.

Should you need any further assistance with your travel plans, please don't hesitate to contact us. We would be happy to assist you.

Kind regards,
Fareboom Customer Care