Inae Y.

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I was looking to move a week ahead for my cheapoair.com itinerary depending on the fees I would get charged and wanted to make a decision based on the customer service rep's advice. He recommended me to cancel the flight all together because there is no cancellation fee and rebook the whole flight with the credit. I took his advice and cancelled it and called them later after researching for better deals. What I found was shocking. They canceled only my itinerary and left my husband's itinerary alone even though the booking was for 2 people, let alone I didn't specify them to cancel only mine. They told me I had to pay $200 per person for the rebooking fee and the price difference on the tickets plus $50 cancellation processing fee. After spending 1 and a half with the customer service rep trying to resolve the issue, I told him to hold off on canceling my husband's itinerary for the moment and I would call back again to decide what to do about the whole thing. When I called them again, I found that they canceled my husband's also regardless of what I specifically told him to leave my hushand's itinerary as is. The third guy told me that the ticket was actually refundable with the $600 cancellation fee all together. I was in disbelief and demanded to talk to the manager, and he said someone would call me back within 24 to 48 hours after the investigation. However, I never received a call from them. I called again to go ahead with the $400 rebooking to keep the trip going anyway to end the horrendous drama with cheapoair.com using the credit, and the 4th service rep quoted higher price for the tickets. He told me that I couldn't book the ticket with the price on cheapoair.com at the moment because my booking is "not" freshbooking. He said they go directly into the airline company system so I was not able to utilize the cheaper ticket price online on cheapoair.com. He said the best price he saw was $188 higher than the price on their website at the moment. So I told them I'd rather pay $600 refund fee and get the credit to my card, and he let me know that my ticket was never refundable because I chose future credit. Being left with no other choice, I went ahead with the booking with all the fees. I finally received the changed itinerary via email, but seat assignments were not changed from the original booking. I went to live chat to verify my seat assignments after being so tired of talking to a customer rep for average of 1 hour or more each time, and the agent on the live chat told me I had to pay $144 price difference for seat assignments. Being so frustrated, I called the customer service again to confirm my seat assignments with a person, he told me that my seat assignments would remain the same from the first itinerary. I felt that dealing with cheapoair.com was just purely a waste of time, I called the airline with the confirmation number and found that my husband's info was not there, and it was only for one person. I called cheapoair.com again to see what is really going on, and they said each passenger has their own confirmation number even though I chose seat assignments for all passengers initially. I finally got the second confirmation number for my husband and called the airline again to complete the booking myself. I find cheapoair.com customer service department is a bunch of incompetent people who have no idea of what they are supposed to do. I also find them not fluent in English and they really don't understand what the customer is saying at all. I will never deal with cheapoair.com ever again. This has been a pure nightmare, and I ended up paying for $700 worth of penalty and fare difference when I didn't have to change anything in the first place.