FaresFriend

FaresFriend presents itself as a service focused on securing affordable airline tickets for travelers. With a registered business address at 200 Smith St, Sheridan, WY 82801, its operational model is not that of a traditional, walk-in travel agency. Instead, it functions primarily as an online travel agent (OTA), conducting its business through its website and phone-based support. The core appeal of FaresFriend lies in its promise to uncover unpublished fares and exclusive travel deals that may not be available directly from airlines or through major search engines.

The primary advantage reported by the minority of satisfied customers is indeed cost savings. The company claims its agents have access to a different inventory of fares, including consolidated tickets, which can sometimes result in lower prices, particularly for international or complex multi-city itineraries. For travelers whose main priority is the lowest possible price and who are willing to navigate a third-party booking system, FaresFriend can occasionally deliver on its core promise of a cheaper flight. This model is most appealing for flexible travelers who are booking far in advance and can tolerate a degree of uncertainty in the travel planning process.

Significant Customer Service and Transparency Issues

Despite the potential for lower fares, a substantial volume of public feedback raises serious concerns about the company's practices and customer support. Prospective clients should be aware of the numerous complaints filed with consumer protection bodies like the Better Business Bureau. These reports often highlight a pattern of issues that can turn initial savings into a costly and frustrating experience.

Post-Booking Support and Communication

A recurring and critical complaint revolves around the quality of customer service after a booking has been paid for. Many customers report extreme difficulty in contacting agents for changes, questions, or assistance with problems. While pre-sales support may be responsive, post-sale communication is frequently described as slow, unhelpful, or entirely non-existent. This can be particularly distressing when dealing with urgent matters like flight cancellations or the need for last-minute flights or changes.

Cancellations, Changes, and Refunds

The process for modifying or canceling a flight booked through FaresFriend is another area of significant negative feedback. Customers often report being charged exorbitant service fees for any changes, fees that were not made clear at the time of the initial flight booking. Furthermore, obtaining refunds for airline-cancelled flights is a widely cited problem. Travelers describe long delays, confusing processes, and instances where the agency allegedly withholds the refund or deducts substantial fees, leaving the customer caught between the airline's refund policy and the agency's terms of service.

• High Service Fees: Be prepared for additional charges for services that would be free or cheaper if dealing directly with the airline.
• Refund Processing: Reports indicate that securing a refund, even when entitled to one, can be a prolonged and challenging ordeal.
• Policy Clarity: The terms and conditions regarding changes and cancellations are often a source of conflict and confusion.

Understanding the Operational Model

It is crucial for potential customers to understand that FaresFriend acts as an intermediary. You are not buying a ticket directly from an airline but are paying the agency to procure a ticket on your behalf. This distinction becomes critical when problems arise. The airline may direct you back to your booking agent (FaresFriend) for any support, while the agency may claim the issue is subject to airline policy. This can create a difficult situation where neither party takes full responsibility.

Pricing and Ticket Confirmation

Another area of concern highlighted in customer reviews is pricing transparency. Some users have reported a bait-and-switch scenario where an attractively low price is advertised online or quoted over the phone, but by the time the booking is finalized, the price increases due to alleged unavailability. There are also reports of bookings being cancelled by the agency hours or even days after payment was taken, forcing travelers to scramble for new arrangements at a higher cost. This suggests that the initial flight booking is not always a guaranteed confirmation.

While FaresFriend may position itself as a source for cheap flights and complete vacation packages, the weight of customer feedback indicates a high-risk proposition. The potential for savings must be carefully weighed against the significant reported issues in customer service, transparency, and post-booking support. Travelers who prioritize reliability, clear communication, and straightforward travel management may find that booking directly with an airline or a more reputable OTA provides better value and peace of mind.