October 31 2008, Airfare.com, refusal to cancel a purchase while in process.



I was purchasing tickets through Airfare.com today, when I got notice that my credit card could not be processed. Through email I was asked to FAX my card info, card photo-copies and drivers licenses. I called to find out if this was a legitimate business, staff person said to cross out parts that I did not want to be seen and FAX to process my card. I called again to say that I will not do this as it was too much information to be given out and in to cancel the reservations. This time the staff person got upset with me when I stated that I wanted cancel the tickets. I hung-up. He immediately called back wanting to know why I hung-up. I told him I was cancelling the tickets, and he stated that he would “get the sheriff to collect the money.” – well done customer service, I hung-up again. I then called my bank and they put a conference call together to yet another Airfare.com staff person who repeatedly recited their policy. Several times he stated that I needed to fill out a form that would not be processed until Monday. He repeatedly stated that when I pushed “continue” it was saying I agreed with the terms of the purchase. I feel once I got the “Airfare.com Has Sent You Authorization form to Sign” email and did not send it back in after Airfare.com requested it, I therefore did not authorize the use of my card. Airfare is trying to have it both ways- either my card was invalid or not, it seems it was not until I did not want to FAX my personnel information and cancel the transaction. I find it difficult to understand why my card was not ok to be approved, could not be approved without my “authorization” after it was requested, and now can not be canceled, all within a couple of hours time. Lessons learned, never use debit card on-line, and never use Airfare.com.