On Saturday August 7th I purchased a hotel and air package for Puerto Vallarta including 2 rooms and 4 plane tickets. When i received my confirmation, it did not include the air portion of my purchase. I spent days trying to get help at the customer service level, asking for a dispute department and nothing was done, there is no contact for disputes and ultimately after 5 days i needed to cancel my reservation. I know I still face an issue getting my money returned, but up to this point its been the worst experience of my life! there was no assistance and no option to speak to a dispute/resolution specialist. I basically felt like I was defrauded, my money went out instantaneously, but once there was an issue (likely a glitch in their system)there was nobody that could help. This is a serious issue, considering most users of this service are not the Uber wealthy and when their money is taken fraudulently and the dont receive the advertised service, they feel helpless, especially when they try 5 plus days to resolve to no avail.