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
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