angelica m.

**UPDATE at the bottom**
I sent this first email on November 7,2016, and still no help, I have gone back and forth, sent them the video of all this happening and they said they couldn't open it, so I sent PDFs of it and still they said they are not sure if they can refund me the 11.65. ALL of the fees should have been included on that last page as it says in their agreement! I am never going to purchase a ticket from them and I recommend you record as your purchasing or just don't buy from them! This entire ordeal has been ridiculous, NO help, NO refund, NO voucher for all this extra work to get my well deserved money back, This company is incredibly unprofessional! It has been about a month now going back and forth and emailing twice the same emails because they don't respond in a timely manner!

To whom it may concern,
I am very disappointed in Cheapoair. I have called twice now, I have been redirected and still no concrete help.
I purchased a ticked online through Cheapoair.uk, and on the very last page when I have input all my information (including card, country. Etc) the final price quoted was 228.99 pounds, but as soon as I click to confirm and book the purchase the price automatically jumps to 240.64 pounds and that is the amount I am billed. I recorded the incident because I have had issues with third party suppliers in the past.
In the first video I am filling out information and I see that it is 240.64 pounds and you can hear in the video where I ask myself why do I have a card payment fee and I see that the visa CREDIT option has been selected, and I go change it to visa DEBIT which has NO EXTRA charge! In the video you can see the price goes BACK down to 228.99 pounds. I go through my information and triple check everything is correct with the 228.99 pounds price, and I also read the agreement on the bottom of the page that ALL taxes and FEES are included in that price (which is also outlined below by your policy). At the end of the first video I curse because I see the price jump to 240.64 pounds, and I have attached the second video showing the final price I am charged (240.64 pounds). According to the video you are in violation with your own policy and against the policy of the USA Department of Transportation Aviation rules concerning fares and fees. Any fee I would need to pay SHOULD have been explicitly stated on the last page, but it was not.
The price stated when I booked the ticket (228.99 pounds) when I purchased the ticket should be honored, and I believe this ordeal was an incredible inconvenience and I would hope you would do everything in your power to restore my faith in your company. I hope to receive the difference of 11.65 pounds back on my card, as well as any promotional code or voucher that may make up for my inconvenience.
Pricing, Taxes/Fees, and Payment:
Our total prices include all taxes and fees applicable to airfare, hotel accommodation, car rentals and activities included in your Booking, unless stated otherwise in your ticket information email or in these Terms & Conditions
FARE CHANGES AND POST PAYMENT PRICE GUARANTEE
Prior to your form of payment being processed and accepted successfully, if there is a change in the price of air fare or any other change, you may be notified of this change and only upon such notification you have the right to either accept or decline this transaction. If you elect to decline this transaction, you will not be charged.
Our Post Payment Price Guarantee: Upon successful acceptance and processing of your payment (credit/debit card), we guarantee that we will honor the total final quoted price of the airline tickets regardless of any changes or fluctuation in the price of air fare.

****** AN UPDATE*************! I recently went back to my bank statements because cheapoair wanted the PDF's for evidence. I found that I had also been charges two separate times by cheapoair one for $0.11 and the other for $3.77. So, then add on top of that the $14.66 (the 11.65 pounds) that was added when I clicked to book the ticket on the final page, for a total of $18.54. I was overcharged $18.54, there seems to be fraudulent activities going on here! Especially since my bank had already charged me the transaction fee. I am still fighting with these people and there horrible customer service for that $18.54 back!