THIS COMPANY IS A BIG SCAM

STAY AWAY FROM THEM

WORST CUSTOMER SERVICE EVER

FILED AN OFFICIAL COMPLAINT T BBB CANADA

To traveling public - AVOID using Cheapoair because the firm will abandon and leave you to fend for yourself when post-sale complication arises! I have documented my problem and complaint to Cheapoair and their response below. There were no admission of culpability for not providing post-sale service and accepting responsibility for agent's inaction, nor did they response to my two questions. A token offer of $50 and coupon is laughable and meaningless because 1) without admitting culpability, they are really saying they are not obligated to provide after-sale service, 2) more incredulously, they are expecting you to submit yourselves to similar treatment by booking with them again! Read it and you can judge for yourselves:

Complaint Sent To Cheapoair:
Aug 12,18:45 EDT
Mr. Sam S. Jain
CEO & Founder, CheapOair.ca
Administrative Office
7100 Woodbine Ave., Suite 406,
Markham, ON, L3R 5J2
Dear Sir,
I would have written sooner had I not been taken ill upon my return. I am writing toregister a complain of incredible bad service I received from CheapOair for my purchase of two round trip tickets from Edmonton(YEG) to Kuala Lumpur(KUL). My wife (Lee, Seow Khum) and I (Tok, Thomas YS) bought these tickets on March 25th, 2019 (etickets #*******945/46and*******947/48, respectively) for travel departing July 10th, 2019 and returning August 4th, 2019. This is our first time buying air tickets through CheapOair.
However, on Jul 7th, I received a phone call from CheapOair agent advising me that there has been a change to my itinerary. When asked what the change was, I was told that the PEK-KUL segment of my itinerary has been cancelled. When I enquired further as to what CheapOair was going to do to address the issue, the agent's initial shocking response was what was my problem the YEG-YVR-PEK segments of my itinerary were still valid. When I reminded him that my final destination is KUL, not PEK and I have no intention of been stranded in PEK, he then offered to help me book another ticket to KUL, which I have to pay for separately! When I protested that was not an acceptable response because I bought our tickets through CheapOair and I expected CheapOair to help me resolve the issue at hand, his response was, "sorry, Air China did not offer us any options, and the best I can do is cancel the tickets and refund you the purchase price". WhenI further protested that what he had proposed was acceptable, as I would not be able to purchase tickets at a reasonable price at this late date as we were scheduled to fly out in three days on Jul 10th, he offered Air China's contact number and asked that I contact them for a solution. I was left with no alternatives but to scrambled to contact Air China to resolve my problem. I spent the rest of my day, Jul 7th, 2019, working with Air China to resolve the issue. To Air China's credit, they DID COME UP WITH AN ALTERNATE ITINERARY to get me to my destination! Not an ideal solution - a day later but a solution nevertheless! What is even more incredulous was Air China told me they were not able to issue us the new revised etickets because the original etickets were initiated/issued by CheapOair and the revision therefore must also be issued by CheapOair! I have to subsequently call CheapOair; give your agent the new itinerary and flight details in order that he can amend and make the request to reissue the new etickets **************/08,*******096/97, respectively)!
Sir, it is my understanding that CheapOair record all your agents phone calls with customers so you will have no difficulty verifying the accuracy of my above statement. The questions I am asking you today are these:
1. Is it cheapOair policy to NOT assist customers with post-sale issues such as the one I had encountered? If that is indeed CheapOair policy, please state so clearly on your website and let buyer beware! The fact that Air China was not able to issue me revised etickets because the original etickets were initiated by CheapOair, and can only be revise/amend by CheapOair, would suggest to me that CheapOairhas an obligation to service your customers regarding itinerary/flight change issues. Nevertheless, a clear policy statement from you would be appreciated; I am sure the rest of the shopping public would like a clear answer on this matter as well. If my experience was an aberration, what do you intend to do to remedy the problem and assure the shopping public that they will not suffer similar fate? Since CheapOair charge a fee for selling the ticket, I would think it is not unreasonable to expect post-sale service. For the purpose of full disclosure, I have full intention of postingmy complaint and your response on relevant social media websites so that others can benefit from my experience.
2. Is it also CheapOair policy to notify your customers only 2-3 days prior to departures of itinerary/flight changes? In my communications with them, Air China informed me that the PEK-KUL (and KUL-PEK) segments were canceled six weeks prior to my departure date of Jul 10th, 2019, and all the booking agents were advised of it at the time. It would appearvery callous to me to leave it to the very last minute to inform your customer of the changes if the airlines have notify CheapOair six weeks prior of the flight changes. By waiting until the very last minute, CheapOair is leaving the traveller with very limited options for change, and incurring other unexpected expenses. In my case, in addition to having to settle for extra and very long layovers (9 hours in PEK(outbound), 2 hours in SIN(outbound), 5 hours in BKK(inbound), 14 hours in PEK(inbound)), I was forced to forfeit USD100 for prepaid transport fare to take my wife and I from the airport (KUL) to our final destination 300 Km from the airport, because our arrival was pushed back a day. I would therefore respectfully ask CheapOair to, at the very least, consider reimbursing me this USD100forfeiture.
I, and fellow travellers, look forward to your answers to my questions above.
Sincerely Yours,
Thomas Tok

Cheapoair response:

Nashton (Cheapoair)
Aug 13,22:13 EDT
Dear Thomas,

Thank you for contacting CheapOair.ca.

This is with reference to your booking #*******.

We understand your concern regarding feedback.

We truly regret if you weren't satisfied with the assistance provided when you contacted us by phone. We are committed to monitoring the quality of the services and products we provide. Your feedback will help our quality audit team to look into the incident and provide necessary coaching to the agent.

We sincerely appreciate your insight because it helps us build a better customer experience.

However, as gesture of goodwill we can offer you refund of CAD 50.00 which will reflect in your account in next 7-14 business days and an inconvenience coupon of CAD 50.00 which can be use for your next booking.

You may apply a promo code on your online purchase. In order to use your coupon code, once you have chosen the desired dates and cities, click on "Search". Our website will display flight options. If you hit the 'BOOK' button, it will take you to the "Review Trip Details and Book" where you can go to the price detail column. Then click on "Promo Code", input your selected code and click on 'Apply'. It then takes the code you have chosen for your discount.

*The maximum discount from all our promo codes is the value of our service fee charged on the booking.

If you agree please reply to this email stating "I agree for refund and coupon".

We appreciate your business and thank you for choosing CheapOair.
Thank you,
Nashton
Email Customer Support

I would recommend to family and friends

Not always the shortest route, but economical...

Quick service

Cheap0air is my first choice when booking flights - fast, flexible, cheapest*

It's always a pleasure to book a flight trhough CheaoOair!

Quick
Resonable
Certain

I will use CheapoAir again for sure!

Kool

HAPPY CUSTOMER - PRCE IS RIGHT! AND SERVICE TOO!