Name: smartfares.com
Telephone: 8772453755
Rating: 4.0

Hristiyan Guest

FORMAL COMPLAINT: DETAILED ACCOUNT OF FRAUDULENT PRACTICES BY SMARTFARES To: Better Business Bureau

FORMAL COMPLAINT: DETAILED ACCOUNT OF FRAUDULENT PRACTICES BY SMARTFARES
To: Better Business Bureau / U.S. Department of Transportation
Complaint Against: LBF Travel, Inc.
Address: 4545 Murphy Canyon Road, Suite 210, San Diego, CA 92123, USA
Website: Smartfares.com
Reservation Codes: #FH8QVC & #FH8K1Z
Statement of Facts: I am filing this complaint to report a series of deceptive and predatory actions by SmartFares. Below is a detailed chronological account of the fraud I encountered:
1. The Baggage Deception & Price Manipulation During the booking process on the SmartFares website, it was clearly stated that 2 pieces of luggage were included in the price. However, after the payment was processed, I did not receive my official tickets—only a confirmation email stating that tickets would be issued within 24 to 72 hours.
When I contacted their call center to inquire about the delay, I was told that my booking did not include luggage. They demanded an additional $125 per flight ($250 total) to add it. While I was verifying this information, SmartFares launched an aggressive email campaign, spamming me with multiple messages per day, pressuring me to agree to the $250 charge.
2. False Promises and Unprofessional Negotiations A customer service representative promised me via live chat that the luggage would be added for free and told me to wait 2 hours for a confirmation email. That email never arrived. When I re-entered the chat, I was transferred to a supervisor who denied the promise and insisted again on the $250 fee.
When I confronted them with the fact that their website advertised included luggage, they suddenly offered a $50 discount, and later agreed to a $100 discount. This "haggling" proved that these were not official airline fees, but an attempt by the agency to extort money.
3. Direct Confirmation of Fraud I contacted Turkish Airlines directly. They informed me that my fare already included the luggage and that SmartFares had no basis for these charges. This confirms a deliberate attempt by the agent to charge me for a free service.
4. The Name Correction Scam Later, I discovered a typo in my last name. SmartFares claimed they could not fix it, then changed their story and demanded $240 for the correction, claiming it was an airline penalty.
I contacted Turkish Airlines again. They corrected the name on the first ticket immediately and for FREE. For the second ticket, a new one had to be issued, which I handled myself. Despite the airline performing the service for free, SmartFares continued their aggressive email campaign, demanding I pay them the $240 for a "correction" they didn't even perform. Had I paid, they would have pocketed the money for a free service and kept the refund from the canceled original ticket.
Conclusion: SmartFares operates through misinformation, harassment, and arbitrary fee structures. They attempt to sell free airline services at premium prices. I request that your office investigates these "bait-and-switch" tactics and holds them accountable for these fraudulent activities.
Sincerely, Hristiyan Shtilionov

Date of experience: Feb 26, 2026

ANDRES ROZO Guest

1 week ago

Total Fraud, please don’t use it. I booked flights from Colombia to Madrid and once I paid I got a e

Total Fraud, please don’t use it. I booked flights from Colombia to Madrid and once I paid I got a email stating that my reservation couldn’t be approved by the airline and I should contact SmartFares Call center. I did and they told me I had just one option: To pay an extra 500 USD per flight as airline had updated prices. I kept telling them I wanted a reimbursement and they just told me it wasn’t possible as per company’s policy. To conclude after 2 hours arguing with several agents and many calls since they also like to hung the calls up, I got my money back. BE AWARE ITS POSSIBLE TO GET THE WHOLE REIMBURSEMENT they are just trained not to.
Also, if you don’t speak English don’t even try to contact call center as no one speaks Spanish.

Date of experience: Feb 16, 2026

Nury Pedraza Guest

2 weeks ago

Initially, I had some reservations after booking my flight in a rush and discovering numerous negati

Initially, I had some reservations after booking my flight in a rush and discovering numerous negative reviews. However, I was relieved by the exceptional service I received from Melissa. She effectively found great ticket options and was consistently responsive through both phone and email. Her efforts significantly eased my concerns, and I would recommend their services for anyone looking for reliable assistance.

Date of experience: Feb 12, 2026

Алиса Селезнева Guest

3 weeks ago

SmartFares is a massive scam. They charge your card right away, and only afterward it turns out that

SmartFares is a massive scam. They charge your card right away, and only afterward it turns out that the advertised price is unavailable. Then they offer alternative flights and prices, of course much more expensive. I strongly advise against using this company. I’ve requested a refund—let’s see how quickly (or slowly) the money comes back.