Complaints for WOW! FARE in San Jose, CA - 156656556

Complaints	Type of response
0	Making a full refund, as the consumer requested
1	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

3/12/2024

I would need your assistance to get back my money from the British Airways and Wowfare because they were pushing me and none of them agreed to give me back my money, as they know I am very sick with 2 big & serious chronic illness & I don't want to give me back my money. I have attached my emails I exchanged with these 2 co's you will see how wicked & devilish. They didn't care about my life, what they care is money, they can get or my money they have already. I suppose to leave for the meeting on 21 of Jan, but I don't have my medication refill & I told my situation they asked me to get a letter from my doctor, which did & sent to them, they claiming, they didn't receive it & I resent it several time they told me that they will review it after they said that they will never grant me that reasonable accommodation. But the both Co's were moving me to each other and I have been calling them for 2 days staying on the phone all day begging these 2 Co's refused and looking at ticket price difference, they don't care about my trip and health, sometimes they will hang phone on me, I had trauma couple with my sickness. They even ignore my doctors' letter and appeal they didn't care about and they didn't care about my health. I begged that I have to see my doctor on the 22nd of Jan morning and I was begging them to put on the flight that will travel in the evening of 22 Jan because I will see my Dr. Resolution Sought I need these 2 companies to return my complete money, I don't want any voucher no credits from them, I need my complete money because they wicked and full of evil to treat me like this they are inhuman and devilish. Please help me approach them so that they will give me back my money immediately.

Company Response

5/8/2024

We sincerely appreciate Business Consumer Alliance for bringing this matter to our attention and allowing us the opportunity to address the concerns raised by the passenger. Upon conducting a thorough review of the situation, we have made multiple attempts to raise and submit a refund request to British Airways on behalf of the passenger. However, we regret to inform you that British Airways has responded stating that they do not provide waivers for refunds, nor do they have a medical policy in place. The passenger's ticket is classified as nonrefundable, and the only amount that can be refunded is the refundable tax of $125, following the airline's policy. We have advised the passenger to reach out to British Airways directly and we're glad to inform you that the airline approved his request and refunded the money directly to the customer. We also submitted a refund request with Spirit Airlines and sadly, the refund was declined. The customer is also aware of this. Additionally, in accordance with the fare rules, we have offered the option of a date change to the passenger. However, the passenger insists on a free-of-cost date change, which is not feasible within the confinement of the fare rules and airline policies. We understand the passenger's frustration and disappointment with the situation. However, as a travel agency, we are bound by the policies and procedures set forth by the airlines, and we must adhere to these regulations. Once again, we appreciate the BCA's attention to this matter, and we assure you that we have done everything within our power to assist the passenger within the confines of the airline's policies. Should you require any further information or documentation regarding this case, please do not hesitate to contact us. We are confident this information addresses the matter at hand. Sincerely, WOWFARE Service Team

Customer Rebuttal

5/9/2024

Hi dear Commissioners. Thanks for your assistance in this matter. Spirit Airline must refund my money because starting from the January I could not travel I have been contacting them even through agency the agency said that they have my money, but they are denying it later they agreed they have now they are giving excuses that it has past one month which I have they have contacting since January they refused to return my money and delaying so that after one month they will start telling me that it has past one month and therefore with their policy they will not refund me anymore this is what they are trying to do, this is theft because they didn't offer me any service and my doctors letter is here presented to them since January and they don't regard my doctors letter and my conditions , Spirit Airline must know that their policy is not bigger than my life . I will never accept their irrelevant policies because my life is more important than airline policies. BA and Spirit are all airlines so they can't claim my money and saying that their policy is special n diff, and their policy is better than BA own, this is unacceptable by, let them kindly return my money for peace to reig

Company Final Response

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