leah K.
Flight canceled by airline and no refund
We purchased two airline tickets for Avianca Air via Fare Scan for April 1. Received 2 emails from Fare Scan, one when we purchased our tickets in December and another in February for a ‘schedule change’, which was only. 15 minute difference in the layover (no big deal). Last week I realized we still don’t have our e-tickets so I called Fare Scan and they told us our flights have been canceled. We NEVER received a cancellation email or were contacted by Fare Scan (thank God I called), even though they claim they did. Avianca canceled the flight for April 1, 2022 but Fare Scan is telling me that the next flight they can get us on is April 28! I asked for a refund and FareScan put me on hold while they ‘contacted the airline’ and then said they will keep $274 for fees and taxes from the airline. I called Avianca directly and they said ‘No’, if the airline cancels the flight it is a full refund and that there were flights available on April 2. So Fare Scan is unwilling to rebook us within a reasonable amount of time or refund our money. So now we’re out out tickets, or trip, and $274. I will call them again today and dispute this and then I will call my bank and formally dispute this on my credit card. Hopefully they will resolve this matter respectfully, however after reading the reviews, I am not very hopeful.
Response from FareScanApr 13, 2022
Dear Customer, We regret the inconvenience caused to the customer. However our main objective is always to ensure utmost customer satisfaction at all levels and find the most suitable way to fix their problems without any delay. We have forwarded a refund request to the airline and hope to get it processed soon. For any further assistance, you are requested to send us an email at [email protected] We appreciate your feedback and hope to assist you better in future. Thank You, Farescan