FareBoom

I have been trying to contact Fareboom about two international flights I have purchased for 3 months. Nobody answers the phones. The live chat doesn’t work and nobody answers emails. My flights aren’t until August and I understand it’s not “urgent” but I still need to plan my travel in advance because I have a job. I do a lot of international travel and was excited to find Fareboom recently and this is turning me away from them.


My order number is 02B946408. Flight from Paris to Orlando 2 people on Norwegian. I was told I have I think THIS October to use this flight but there are no other Norwegian flights to choose from anymore on Fareboom.

Fareboom claims they are waiting for United Airlines to refund MY money to Fareboom before Fareboom can refund it to me, but the thing is UA doesn't have my money, Fareboom does. There is a charge on my credit card in January from FAREBOOM-BTSTORE.COM, not UA. Therefore Fareboom has my money and won't refund it. I believe this is illegal on their part. We all know that Fareboom buys bulk discounted tickets from UA and other airlines to sell, that's their business and I get it. But my money didn't go to purchase these bulk tickets from UA, it went to purchase my 2 tickets from Fareboom. These are the times when doing the right thing ensures your place in the future. Fareboom is not doing the right thing. Plus they are taking advantage of people by offering to expedite their return by charging a nominal fee, in my case $45 US per ticket. This is just to generate income to cover their losses and appease the customer. By law they are required to refund all money.

I canceled my travel Montreal-Bangkok roundtrip with Fareboom/Qatar airlines March 9th and the refund was done March 26th.
Great job Fareboom/Qatar airlines :)

My family's flights to the UK were cancelled by Delta and Delta has said that Fareboom should issue a full refund but Fareboom is trying to charge $75 per ticket to process the refund. That's 15% of the total paid! Delta said we shouldn't be charged a fee and are waiving all their fees but Fareboom are not playing by same rules. I even asked if we could agree on a fairer processing cost rather than waste more time arguing it but they just sent me a standard-text response. I think I will probably have to try to make a charge-back claim through my credit card company. Disappointed because we did have a successful trip through Fareboom last Christmas.

In January I booked flights to Italy for late April. After the flights were canceled by the airline, I contacted Fareboom via live chat and they started the refund process. I have heard nightmare stories from people trying to get refunds from the airlines so I am happy to pay the $45/ticket processing fee to get my refund. Fareboom customer service has been helpful and responsive. I will update my review after the refund comes through, but so far, I couldn't be happier with their service!

I booked my flight to Dublin, Ireland, through Fareboom which was due to depart on 31st March. Due to the Coronavirus pandemic and the travel ban to Europe (including the UK and Ireland), my flight was cancelled.
I was informed that all Fareboom had to offer was a voucher for the price of my ticket as the flight had been cancelled.
I then received an updated email from KLM stating:
‘ In line with the requirements of the U.S. Department of Transportation, we are offering a full refund if your flight was cancelled by the airline, or delayed for more than 3 hours. This
applies to tickets purchased in the United States for flights scheduled to depart before or on
03 July 2020.‘
So I contacted Fareboom again and forwarded them the email that I received from KLM. They replied:
‘ We understand that you want your refund, but we highly discourage our customers from moving forward with the refund at this time, as the airlines are extremely backlogged and are not giving us a set turn-around time when we can expect the refund to be processed. The airlines are working on requests as they come in. You can verify this on their own websites.’
And,
‘If you would like to continue with your refund request we need to collect a processing fee of $45.00 per ticket.’
My question is why should I be requested to pay a fee of 45 usd when the flight cancellation was beyond my control?
I am very frustrated and annoyed at how Fareboom has dealt with my situation.

We booked a flight to Europe back in December for June. I booked three travelers, myself, my husband, and my college age sister. We recently received a notice that our itinerary qualified for the CoronaVirus waiver. From reading the waiver notice (which was confusing), we understood that we had to cancel and book new dates by April 30th. How stressful is that?! I don’t know what will happen in June but we felt forced to cancel to not risk losing it. Now we’re trying to book new dates for September but it seems I’m supposed to let FareBoom handle that?! Why do I not have control over choosing my own flights? Also, my husband and I can go in September but not my sister. There are no instructions for how to make sure she has a voucher to use at her discretion. I have no clue how to split the three of us up. I have even found a round trip flight for a good price at the dates we want but I am not able to put the voucher towards it on my own. Apparently Fareboom has to do that?!?! So now I have to wait and trust them when I can’t get a response to an e-mail, a note, or a real person on the phone. This has been very stressful. I’ve never traveled, flown, or been out of the states so I’m completely overwhelmed and lost.
However, I’m giving three stars because when I originally booked in December I had questions and they were SO efficient, professional and helpful. I felt very at ease through the process. I know the current situation has changed things. I just wish all the guidelines for the voucher were clearer, easier to use, and I really wish I could have some guidance through this. I’d love to be able to change this review to a higher rating depending on the outcome but someone will have to respond to me or answer the phone first.

EDIT
I was contacted the next day and talked through everything. I feel very reassured, much calmer, and even excited about our new dates. A HUGE thank you to Jarek at FareBoom and his patience, understanding, and reassurance. We’ll see how things go with the new itinerary but I’m hopeful and very grateful to Jarek and the rest of the FareBoom team!

On December 3, 2019, my husband and I booked a round trip flight to Geneva Switzerland, leaving today, April 20-May 10. After many frustrating emails about flight being cancelled, we were told to check
With United for refund, they told us it wasn't their responsibility, check with fareboom. Well, we were told to get a voucher which we
could use to reschedule. Before accepting voucher we checked flights for September or october, found one we thought might work, even cheaper than one we purchased for same exact flights. Agent said it would cost us $151 processing fee. Decided didn't want to book, so we requested refund after reading that DOT said everyone was entitled to refund. Long story short, told fareboom we wanted refund, who knows if we want to travel to Europe in the next year, too much uncertainty. They told us we had to pay $45 per ticket for them to file the claim. We paid this fee, waiting to see if refund comes, but wondering why no one else who asked for refund mentioned a processing fee, really think we were taken advantage of in this situation but will certainly revisit review if and when our refund arrives.

I was looking to book a flight from Detroit to London and all the airlines increased their prices from 450 to 1450 in one day. Fareboom kept their price at 450 and gave me an affordable choice in a very difficult time

Clara at Fareboom is the most helpful person I have dealt with in the travel industry over the years taking the costumer serious. I wish all travel agencies had people like her.

I had the best experience with Fareboom and their customer service agent, Denise Morales. We purchased a flight in Dec 2019 to Europe with a departure in April. The COVID-19 crisis resulted in our flights cancelled and with both my wife and I being laid off, we requested a refund. Denise was so empathetic and understanding during our chat and immediately processed the refund for us, so you can imagine our relief to hear that. This is a company with integrity and a heart for taking care of their customers. For sure giving refunds is also tough on Fareboom, they are a family-owned business with great values. I will be happy to continue to give them our future business when planes are flying again and it's my pleasure write this positive review.
Thanks, Denise and Fareboom!

I booked a return flight from LAX to Barcelona via Munich with Lufthansa. The return flight was canceled because of Covit, so according to the law I am entitled to a parcial reimbursement.
Fareboom told me that Lufthansa refuses to make a (parcial) reimbursement. I contacted Lufthansa and was told that this is not true, that I am entitled to a parcial reimbursement but since I didn´t book with them directly, the reimbursement has to be processed through the travel agency.
So this is what I wrote to Fareboom´s customer service asking them to respect the law and process my reimbursement.
Since then they just don´t answer me any more.

After posting my review on trustpilot I have been contact by fareboom very quickly. They told me they are going to process the parcial reimbursement. I will update and edit my review accordingly.

I changed my review from the original 1 star to 3 stars. Fareboom now filed the reimbursement claim, I am aware that this will probably take some time.

Also, I finally got a response from Lufthansa. They told me that they are aware of the legal situation (I had told them that there is no legal dispute that they have to make reimbursements as long as they don´t file for bancruptcy and that they should stop breaking the law deliberately by not accepting claims, and reminded them that some of the clients to whom they don´t want to reimburse are German taxpayers who will pay for the bailout they will receive from the German government). Lufthansa answered me that they are aware of the legal situation, theat they are not refusing to make reimbursements but that claims can not be made through customer service but by phone through their service center (which is practically impossible because you don´t get through) or through the travel agency.
I am aware that Lufthansa deserves a zero star rating here and that they are to blame more than Fareboom, the only issue I had with Fareboom was the original response where they just told me that Lufthansa was not accepting claims (and that it was none of their business anymore), leaving my next mails without response, but I have to acknowledge that from the moment I put my review here on trustpilot I got an inmediate response from Fareboom and that after that I received the good customer service to which I was used before.
So I am aware of the current situation and of the problems the whole industry is facing, but we customers are in no different situation and my only suggestion to Fareboom is to make sure that being ignored the way I was after my initial claim will not become the new standard.

I have 5 tickets purchased through fareboom for travel to Pakistan on may 10th on Qstar airlines , Qatar has canceled my reservations and I am entitled to a full refund
I have been in contact with fareboom over last five days and they keep pushing me get a future travel voucher ( Qatar is offering original price plus ten percent excluding taxes which fareboom conveniently "forgets" to mention )
Since there is no other way to respond than to modify this review
I challenge the CEO l, I will cover double the fees they are being charged, if he can give me a proof of that , here or in my email
This is just an unfortunate attempt to pocket ten percent which Qatar is offering extra on travel voucher or 75 dollar fee whichever they can get
Finally they have acknowledged that I qualify for a full refund but now they are asking for 75 dollars per ticket " processing fee " so they can submit my refund request to Qatar airways
None of this was disclosed at the time of booking and BTW fareboom never contacted me to tell me that my flight has been canceled, I contacted them because I couldn't find my reservations on Qatar airways website anymore
They are dragging their feet and taking advantage of the unfortunate situation created by pandemic to charge " processing fees" which are not disclosed at the time of booking and their email states that they have to do this because airlines have been bailed out by government ( inaccurate) and they have not been bailed out so they must charge their customers 75 dollars per ticket to get them their money back for a service which was never provided because airline canceled the flight

Their response is standard copy and paste which I have experienced multiple times in past five days
I am not cancelling my travel
Airline did
There are no fees charged by credit card processors, in fact they will get the fees back for original transaction
This is just a way for them to take advantage of the situation and make more money for so called " processing fee" than they did selling the actual tickets

I have been checking flights for months now to Morocco and Fareboom had the best deals and best over all costumer service I am going to recommend them to everyone I know

I was excited to get a decent price booking through fareboom on flights for our family vacation to Italy/Greece. Of course I booked up to a year in advance to ensure everything was paid before leaving. They re-booked my flight(s) multiple times which is understandable. Each time was a hassle and the flight keep getting more and more time added to it which I didn't complain to much about. Before departing they re-booked the flights again which left us scrambling to make sure my daughter's flight would get to us before leaving since she was at college. We could not get in contact with Fareboom since the phone number they have listed on their website is disconnected. We ended up work it out with the airlines directly. During our trip the Covid-19 became an issue and we tried multiple times to get in contact with Fareboom but disconnected phone number and email address prompted someone would get back to us later - 3 to 4 days later. Well no one got back to us and we had to work directly with the airlines, the airlines said Fareboom had a "HOT MESS" on the way they booked the flights in their system that they couldn't really help us. We almost got stranded in the UK - London but a manager was able to finally assist us after hours and hours of talking with the airlines in person. When we finally made it home, I received a notice from Fareboom weeks later stating a flight was cancelled and no refund would be issued- Please accept this terms and condition for no refund. Way to go Fareboom - you lost a customer because of your extremely poor customer service and disconnected phone line number listed on your website. @ Fareboom, I am not looking for help or compensation for your lack of customer service. I don't need your help now, I needed help when my family was almost stuck in another country. If I could attached screen shots of your phone number listed on your web page and ask people to call it to verify even one aspect of my story then it would be a little hard for you to deny it.

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