Complaint Review: Cheaptickets

On the morning of October 4, 2007, I purchased a ticket from Detroit to New York from www.cheaptickets.com for departure the next afternoon. At 10:37 a.m., I received an e-mail confirming that my reservation request was sent to the airline. Later that afternoon, I received an e-mail at 6:33 p.m. entitled, "Urgent Ticket Type Change," informing me that an e-ticket would be issued instead of a paper ticket for my flight. That was the last I heard from them.

Fortunately, before I left for the airport, I looked for my itinerary on the website and saw that my flight had been cancelled without any further notification. I called the Cheaptickets Customer Service office, and the representative confirmed that my reservation was cancelled without due notice, and the only remedy would be for me to book a new flight. She also assured me that my money would be refunded, but it hasn't been; I have been charged a $4.99 service fee that still appears on my credit card.

I've also called 3 times since and have been transferred over and over to numerous recordings, and even when I have the delight of getting a person, they tell me I'm connected to the wrong department. This has been a severe waste of my time and cell phone minutes.

I saw that the company has 24 hours to confirm the tickets and update the travel document, as it says in bold lettering in the first e-mail that I received. However, I find it horrifying that a) I was never notified that the flight was cancelled and would not have known had I not checked the website, and b) I received the second, misleading e-mail advising me that, "We have issued your tickets as electronic to ensure the fare" and "You will be receiving your purchase confirmation through email with your ticket number." This would lead any reasonable person to believe that the tickets were issued.

In summary, my complaint:

1. The flight I purchased was still being advertised on the website at the same fare when I checked and found that my flight was cancelled. The same 4 tickets were still being falsely advertised as they had been hours earlier.

2. The second e-mail I received was extremely misleading, as it said the tickets were issued and that I would be receiving a confirmation through e-mail. In reality, the tickets had been cancelled.

3. I was not notified of any cancellation and would have believed my flight was still going to be confirmed and been on my way to the airport had I not taken it upon myself to check the website.

4. I relied on the e-mail that told me that my tickets were issued and therefore suffered an opportunity cost for tickets that I could have bought elsewhere. Northwest, for example, no longer offered the flight that I would have otherwise purchased in substitute of this one. Consequently, I will not be taking the trip to New York that I had planned, which in this case was for pleasure, so I have not lost anything except my personal enjoyment (which to me means a lot); however, had I been going to New York for a job interview or for other professional circumstances, this would be absolutely acceptable, and I would definitely be calling a lawyer (after all, I almost am one).

I would advise anyone against using this website -- I don't care how cheap the tickets look -- it is completely unreliable!

Jcamp11
Ann Arbor, Michigan
U.S.A.