CheapOair

We booked flights through CheapOair and even paid for travel insurance believing it would protect us if an unexpected life situation occurred. Unfortunately, our circumstances changed in the most difficult way possible. My sister is terminally ill and has been given only 30–60 days to live. The flight we had booked happened to fall directly on her birthday, and I simply could not justify being away traveling when there is a very real possibility that it could be the last birthday she ever has. We made the decision to cancel our travel so that we could remain with family during this extremely difficult time. What followed has been one of the most frustrating and exhausting customer service experiences we have ever dealt with. For the past several days we have spent hours on the phone being bounced back and forth between CheapOair, the airline, and the insurance company. The airline tells us we must deal with the third-party agency that sold the ticket. CheapOair tells us to call the insurance company. The insurance company then sends us back to the airline or CheapOair again. This cycle repeated itself for three to four straight days with no one willing to actually take responsibility for resolving the issue. Every call ends with the same scripted responses and no real effort to help. The most upsetting part of this entire experience is that the only solution we have repeatedly been offered is that we must provide medical records from my dying sister in order to receive any consideration for a claim or credit. I will never ask a terminally ill family member to produce private medical documentation simply so we can recover the cost of a cancelled flight. It is unreasonable, insensitive, and frankly inhumane to expect a family to chase down medical records while dealing with the emotional reality of a loved one nearing the end of their life. What makes this even more frustrating is that we are not even demanding a full refund. We simply asked for a reasonable credit that could be used toward future travel once our lives settle down after this incredibly difficult period. Instead of compassion or flexibility, we have been met with rigid policies, repeated scripted answers, and a complete lack of understanding for what families go through when someone they love is dying. Travel insurance is supposed to provide peace of mind when life takes an unexpected turn. In this case it has provided nothing but stress, frustration, and hours of being sent in circles between companies that all seem unwilling to help. The entire situation has felt like a system designed to exhaust customers rather than support them when they actually need help. We have already filed a complaint with the Better Business Bureau and escalated the issue to CheapOair's corporate offices because normal customer service channels have not provided any meaningful resolution. We are still hopeful that someone in a position of authority within the company will review this situation with basic compassion and fairness and provide a reasonable solution such as a future travel credit. Until then, our experience with CheapOair has been extremely disappointing and one that we would not wish on anyone dealing with a serious family crisis.

Cheapoair & KLM – Horrible Experience, Avoid at All Costs! I booked a KLM flight through Cheapoair and it has been a nightmare: My flight was cancelled and I have still not been refunded. Every time I contact them, I just get excuses. I was forced to buy travel insurance through Cheapoair, which is a scam. The insurer doesn't process claims directly – they send you in circles with endless phone calls and no real help. My luggage was lost and even then, no compensation was provided. Both Cheapoair and KLM keep passing the blame instead of solving the issue. This feels like a setup designed to frustrate customers so they give up on their claims. I strongly warn others – do not book with Cheapoair or rely on their insurance partner. You risk losing your money, your time, and your peace of mind.

I have been a user of your service for a very long time (over 15 years). It's been great -- simple and easy to use. This time, I was very disappointed by your service. My flights got cancelled twice this year. The first time, you guys managed it perfectly. You proactively contacted me and helped me resolve the issue and fully refunded the cost. But the second time, it was below any critique. First of all, it took me about a week to actually get someone to respond to me in the Chat to resolve this issue. Second, you refund me for ticket costs but don't refund me the cost of seat selection. That is just ridiculous to be honest. Not refunding for seat selection for a cancelled flight...

I have been using CheapoAir for over 10 years and was satisfied with their prices and service. I recently booked a flight from San Diego to Bangkok. I paid an extra $1000 to fly Premium economy. I went to reserve my seats on the internet and there were none available in Premium economy. All the seats were economy. I did see a couple seats available but they wanted $65 extra. It takes 6 different flights to get there and back. I called customer service and he said he could book me into premium economy seats for an extra $280. When I complained, he said I didn't pay for "real" premium economy. I got the premium economy that allows me to cancel flights with no cancellation fees. I explained everyone knows what premium economy is. You pay double for wider seats and more leg room. He said it wasn't CheapoAirs fault, it was the airlines. They have lost my future business.