Danielle S.

First, my flight (purchased through CheapOAir) from Aeroflot was cancelled and the flight plan changed drastically. I was told I had to contact Cheapoair to get information on the change and to see what options were available. Each time I tried to get information I was told I would get a call back. After 4 days, I had no information. It was not until I called numerous times one day and requested I speak directly to the concerns department that i got information. They tried to book me on a flight with an impossible layover transfer (the flight they wanted me to transfer to in Moscow left FIVE MINUTES AFTER my first flight arrived. I am not equipped with a time machine to make this kind of transfer possible. When I finally found out I could no longer travel with the changes, I had to request a refund. I was supposed to hear back with confirmation of the refund with 48 hours, but it took closer to 72. I did eventually receive the refund for the flight (from Aeroflot, not Cheapoair). I discovered, however, that a refund for the insurance policy (purchased at the same time as the tickets and applying only them or travel through Cheapoair) was not given. On Feb. 10th I contacted them to request a refund and was told they would put in a request. Today is Feb. 18th and no contact has been made. I spoke with another CSR today who placed another request and said I "should" hear back in 72 hours. I would have to wait for "approval" for the refund and then it could take up to 2 months to actually receive. I also chatted with a CSR. This chat CSR told me that I would have to contact THEM again in 14 days to see if they "had any info" for me. This is after she did not respond to my chat message for over 12 minutes despite there clearly being a "0 minute wait. She (Katelyn) insisted they had to contact the airline (lie). She was either unaware that I already had my flight refunded (with no penalties), or was just blatantly trying to brush me off quickly. I have also contacted Travelex (the insurance company) and they state I must be issued a refund through Cheapoair. So, now I am waiting and very frustrated with this entire process that has been going on since Jan.

Update February 23,2015: I received the refund for my insurance payment. The company (as you can see below) keeps misrepresenting their refund policy. The statement is very clear that a refund is due if the supplier (the airline) cancels/changes a flight a the purchaser (me) is given a full refund without penalties. Since that was my case to a T, I should not have had to fight for the refund. This is the policy statement quoted:

"If you are not satisfied for any reason, you may cancel your coverage
Within 10 days of your receipt of this document. If you haven't
Already left on your Covered Trip and/or provided there has been
No covered expense, you will receive a full refund of your plan cost.
After this 10-day review period, the payment for this plan is
Non-refundable, except in the following circumstances:
• The supplier cancels or changes the dates of your Covered Trip
And all penalties are waived; or
• You cancel your Covered Trip before any cancellation penalties
Are in effect; or
• You have duplicate coverage for this Covered Trip or due to your
Death."

I did not wish to cancel my insurance coverage until I was informed by Cheapoair that my booked flight no longer existed. The airline had changed my flight plan from a 1.5 hour layover in Moscow Russia to a ten hour layover in Moscow Russia. This was not acceptable for my trip. Once I got a hold of a CSR (after days of calls, chats and emails), I asked about my options, was given only one, which I decided was not the best for me. I was then given a full refund (from the Airline). With the refund given, I then could not use the insurance policy that I had purchased, seeing as it could only be applied to the flight that no longer existed. My requests for information about the refund went ignored for over 10 days. To reach a live person, I made a Facebook post on the Cheapoair Facebook page, which was removed from site within 24 hours. I also received an email telling me to remove this review within 24 hours. YET, I did not get an actual call or email back from the company to try to resolve my problem. It was only after I had resorted to using social media that I received a response and they even replied to my request for information regarding a refund. The company (as you can clearly see below) repeatedly quoted the first section of policy regarding refunds and ignored the EXCEPTIONS that would legally grant me a full return of my money. Only via Facebook messages (still not a single call or formal contact) was I able to make a statement regarding the need for a refund and finally get a result.