Complaints

This profile includes complaints for Cheapfaremart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cheapfaremart

  3339 US Hwy 17 Green Cove Springs, FL 32043

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  Cheapfaremart

  1803 Park Center Dr Ste 210 Orlando, FL 32835-6216

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  Cheapfaremart

  1803 Park Center Dr #21 Orlando, FL 32835

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/19/2020, my husband used his credit card (ending in 4426) to buy roundtrip tickets ($1,642.92 total) to Scotland for us and two friends, for travel in March 2020, through CheapFareMart. We also purchased trip protection for $115. The original booking # was ******. We had to cancel the trip due to the COVID-19 shutdowns, and after lengthy back and forth by phone, CheapFareMart (CFM for brevity) agreed to give us credit for the tickets, good through April 2023. The cancellation code for the trip was ******.
  
  We were finally able to reschedule the trip for April 2023, and so I reached out to CFM by phone on 1/23/23 to use the credit to book new flights. The representative told me he had to check some things and would call me back that day. No one called me back, so I called again the following day, 1/24, but their help line wasn't open, despite their online claim that they offer 24-hr assistance. I sent them an email instead. Still no response. I sent them a second email on 1/27 mentioning I'd be happy to accept a refund if it was too much trouble for them to deal with me, and also mentioned I'd be taking matters to the BBB if I didn't hear back. I received a call back within 10 minutes, as well as a response to my email apologizing for the inconvenience. The man I spoke to on the phone told me he needed to check with the airline and assured me he'd call back by 1:00pm that day. No one has called me back since.
  
  In the meantime, we've lost precious time to buy the tickets we need. My husband opened an insurance claim on the original credit card transaction with Bank of America on 2/2. We're still waiting to hear back. If we were refunded by CheapFareMart, we'd cancel the insurance claim.
  
  We plan to buy our own tickets tomorrow, 2/10, as we don't trust CFM and don't want rates to rise any more than they already have.

  Business Response

  Date: 02/23/2023

  Dear *****,

   

  We apologize for the late reply. We would like to thank you to bring this to our attention.

   

  As per the customer’s complain, we have checked this case thoroughly and found out that a response was supposed to be sent to the customer but it could not take place unfortunately. However, we had initiated this case with British Airways on priority to ensure that the customer have a final answer from the airline so that a refund or exchange could be processed. The tickets were cancelled by the customer due to Covid-19 and a future credit was issued as per the airline fare rules. We have opened a new case with the airline again, please allow us 7 business days so that we can work on this with the airline and get back to you.

   

  In case of any further questions please feel free to write to us.

  Customer Answer

  Date: 03/16/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  I cannot travel later this year. This April was our one shot, and after trying to work with you since January, this is as far as we've gotten. I've already lost hours of time over this. A credit isn't really a credit unless it can be redeemed when useful, and as such, I feel as if I've been lied to and led on under false pretenses.

  I've reached out to British Airways independently to investigate your claims, and have contacted ASTA, whom you claim to belong to on your website. I will persevere until I get a refund.

  
  

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/28/2023

  Hi,
  
  We can understand that it is not acceptable by the customer. However, we would like to bring it to your attention that the credit was provided during the Covid-19 that was back in March-2020 and as per British Airways, the tickets have purged as it has been more than 3 years now. The credit validity was extended by the airline from time to time and we kept the client updated accordingly. Usually, the credit is valid for 1 year from the ticket issuance. So in this case, we as a travel agent can't make decision on our own and the airline policy has to be followed for any action since the tickets are purged.
  
  As per British Airways Trade Desk, the new tickets can be rebooked at the current fare, however the new travel should be completed by 30-Sep-2023 and a full refund of the old tickets will be processed to the original form of payment. If the customer would like to travel in April-2023 that can be done within the same policy as mentioned above. The new tickets can be rebooked on any British Airways route.

   

  We would request that customer should contact us on out toll free number ************** so that we can resolve this matter.