World Travel Holdings

December 1, 2015RevDex.comCase Name: Mrs [redacted] ***Case Number: [redacted] To whom it may concern:We are in receipt of the complaint initiated by the above-mentioned client Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met Mrs***’s expectations We appreciate your patience, during our review of this matter Upon receipt of Mrs***’s complaint, [redacted] .Com initiated an internal review of her travel folio Regarding the first air portion purchase, Mrs [redacted] is correct in asserting that the time of the returning flight was too close to the return of her cruise to port, making it problematic to reach the airport in time for departureAt that time, the flight schedule was changed with a change fee of $and the cost of the new flightsMrs [redacted] was advised, via email as she was busy at work during the time of this transition, of these new charges and she was likewise advised at this time that Mrs [redacted] would have a credit towards a future [redacted] flight of $that is good for a year and has to be used on or before November 30, They would also have to pay a $pp change fee as well at the time of using that creditThe date of this change in flight schedule and the communication to Mrs [redacted] via email was December 3, On December 11, 2014, Mrs [redacted] reached out to her agent, [redacted] regarding the flight information for her January 10, cruise Following this communication, there is no other note in Mrs***’s booking until November 13, We note this timeline as Mrs [redacted] states in her complaint that she has been trying to resolve this matter since July of this year but we have not received any communication from Mrs [redacted] from December 11, until November 13, Had Mrs [redacted] contacted us directly to assist her with her future [redacted] air credit, we certainly could have helped resolve this matter for her in time to utilize the [redacted] air credit.After our review of Mrs***’s concerns, we found that Mrs [redacted] was advised of this change fees in a timely manner and that Mrs [redacted] did not contact us for assistance in utilizing her future air credit with [redacted] until November 13, Based on this information we must regrettably deny her request for a refund of $However we also feel that our agent made an error when first booking the air portion of Mrs***’s vacationWe have therefore authorized a refund of $100, the amount charged for changing the air portion of her vacation packageThis refund will be processed within 7-business days to Mrs***’s credit card on file and will appear on her next credit card statement.Additionally, we do feel badly for Mrs ***’s experience overall and as a gesture of our concern we would like to extend a $future travel discount to you, which may be applied toward your next cruise vacation confirmed with [redacted] .Com Please note that this discount is valid until December 31, and is non-transferable, not redeemable for cash, and not valid for airline tickets To redeem, simply call [redacted] and use reference # [redacted] The amount of $in a future travel discount is representative of the $ air credit from [redacted] , less their $per person change fee and also less the $refund offered above.On behalf of [redacted] .Com, we appreciate this opportunity to address our client’s concerns If you have any further questions regarding this reservation, please do not hesitate to contact usSincerely, [redacted] Customer Relations Specialist [redacted] .Com

The name of the previous occupant is *** ***Thanks for your attention to this matter that, although seemingly minor, is important to me

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sans-serif">To whom it may concern:
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met *** ***’s expectations. We appreciate your patience, during our review of this matter
Upon receipt of *** ***’s complaint, CruisesOnly initiated an internal review of his travel folio. When *** *** had booked his cabins, he had advised his agent that he wanted a specific insurance policy (Cancel For Any Reason) added to several of the passengers spread throughout the reservations. There is a day window from the time of booking to add that specific policy, and the agent was not able to get the policies added in time, so we were not able to add the policies
We offered to refund for the policies, but *** *** only wanted that the original passengers that he designated for insurance policy indeed be covered. We assigned this problem to one of our most senior agents, who was able to purchase the insurance coverage through the cruise line directly. During the entire process, our agent was in contact with *** ***, advising of what we proposed to do, and the slight difference in the policies bought from us as opposed to the policies that we were buying for *** ***’s family through the cruise line. Additionally, we have refunded *** ***, as a few of the policies bought cost less than the original. Our agent has checked back with the cruise line and made sure that now all the desired passengers indeed have the insurance coverage that *** *** desired. We have advised *** *** of the changes, and our solution to the problem, and he seems pleased
On behalf of Cruises Only, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. We appreciate your patience and understanding with this matter
Sincerely,
*** ** *** * *** *** *** *** * *** *** *** * *** *** ***
* *** *** * * ***
*** *** *** *** *** * *** *** * *** * *** * *** ***
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We have forwarded the information to the appropriate department to remove the address (and former resident from the address) as requestedOur apologies for any inconvenience this may have caused.Sincerely,Customer Relations Admin

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

[redacted] To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client.  Customer satisfaction is always our primary concern, and it is a disappointment to learn that [redacted] was unhappy...

with the sailing.  Your patience has been appreciated during our review of this matter.   Upon receipt of [redacted] complaint, Cruises.com initiated an internal review of her travel folio. We were not made aware of the difficulties [redacted] encountered onboard, and reached out Royal Caribbean Cruise Line on her behalf. It was disheartening to learn that [redacted] was not satisfied with the cleanliness and condition of her room, the toilet malfunctioned, towels were not routinely replaced, the air conditioner did not work properly, items were moved from their original spot and that the carpet and furniture were not deep cleaned as promised. Royal Caribbean’s Guest Relations Department reviewed their voyage report and it appears that most of the issues were addressed or corrected during the sailing, though they were unable to provide an alternate stateroom as requested by [redacted]. Royal Caribbean also advised that [redacted] has not been in contact with the cruise line since returning home. [redacted] was offered a future cruise credit of 20%, based on the cruise fare for each guest on this sailing, totaling $347.00. Although we did request additional compensation on behalf of [redacted], Royal Caribbean considers the matter resolved. [redacted] is welcome to contact Royal Caribbean directly to discuss any unresolved concerns or issues that occurred onboard by calling ###-###-####.  Please know that Cruises.com sympathizes with the situation, and we can certainly understand the frustration [redacted] undoubtedly experienced during the sailing.  We must; however, respectfully decline the request for a refund. All monies short of our processing fee ($24.99) and travel protection ($147.00) were paid directly to the cruise line at the time of booking. On behalf of Cruises.com, we appreciate this opportunity to address our client’s concerns.  If you have any further questions regarding this reservation, please do not hesitate to contact us.   Sincerely,Customer Relations Cruises.com

We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern and it is a disappointment to learn that we have not met Mr. [redacted]’s expectations. We appreciate your patience during our review of this matter. Upon receipt of this...

complaint, JetBlue Cruises initiated an internal review of Mr. [redacted]’s reservation. On August 29, 2016, Mr. [redacted] called in to our offices to purchase a cruise. Once the cruise booking was completed, Mr. [redacted] was given a recap of all of the details of his upcoming cruise. The information provided to Mr. [redacted] at this time included all of the cancellation penalties, for both the cruise line and for JetBlue Cruises. The JetBlue Cruises cancellation penalty is $100. This information is repeated in the confirmation invoice sent to Mr. [redacted] after the completion of his booking. When Mr. [redacted] called to cancel his booking, he was again told about the JetBlue Cruises $100 cancellation fee. The total amount paid to JetBlue Cruises by Mr. [redacted] was $862.99. Of that $862.99, $640 has been refunded to Mr. [redacted]. The remainder, $222.99 is retained by JetBlue Cruises. This amount of $222.99 retained by JetBlue Cruises includes our non-refundable processing fee of $24.99, the cost of his travel protection coverage of $198 (not refundable as coverage began at the time the travel protection was purchased) and $100 for our cancellation fee. Although we regret that Mr. [redacted] chose to cancel his cruise, all of these fees were explained at the time of booking and repeated in his confirmation invoice. In conclusion, based on our review we are unable to honor Mr. [redacted]’s request for any additional refund.On behalf of Vacation Outlet, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us.

We have forwarded the information to the appropriate department to remove the address (and former resident from the address) as requested. Our apologies for any inconvenience this may have caused.
Sincerely,
Customer Relations Admin

To whom it may concern:We are in receipt of the above complaint. Please advise that we require the name of the person previously at the address to remove their name from future mailings. The complaintant may write directly to us with this information at [redacted]. Once we...

receive the name of the previous residient we will proceed with taking that name (and the current address) from our mailing list.Sincerely,Harry R[redacted]Customer Relations SpecialistCruises.Com

To whom it may concern:
We are in receipt of the above complaint. Please advise that we require the name of the person previously at the address to remove their name from future mailings. The complaintant may write directly to us with this information at [redacted]. Once...

we receive the name of the previous residient we will proceed with taking that name (and the current address) from our mailing list.Sincerely,
Harry R[redacted]
Customer Relations SpecialistCruises.Com

Review: I wanted cancel for any reason insurance for my cruise because I was paying for 8 individual people. The sales agent ([redacted]) said I had it over the phone. I later saw a billing discrepancy and called the agent to ask. When I spoke to him about it he said he would call me right back. The agent did not call right back but instead called at around midnight, so I missed the call. I returned his call the next day but he was not available so I left a message. By the time we got in touch with each other, the agent said I did not have the insurance I wanted and that I missed the cut off deadline by a few hours. I told him this was unacceptable because of the reasons explained and he said he would take care of it. 6 weeks later he called back and said there wasn't anything he could do. I asked to talk to his [redacted] and reluctantly he put her on. She said because so much time had passed there wasn't anything she could do either. I asks for her [redacted] and she said there wasn't anyone else. I told them of my intention to file a com plait with the Revdex.com and they said go ahead but would not give ant further information such as their company name or address. They simply said it was in the e mail. I do not believe this was a mistake but done purposely because of all the phone calls I made and because the agent toke so long to rectify the mistake he made.Desired Settlement: would like the cancel for any reason insurance as requested from the beginning

Business

Response:

[redacted]

To whom it may concern:

We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met [redacted]’s expectations. We appreciate your patience, during our review of this matter.

Upon receipt of [redacted]’s complaint, CruisesOnly initiated an internal review of his travel folio. When [redacted] had booked his 6 cabins, he had advised his agent that he wanted a specific insurance policy (Cancel For Any Reason) added to several of the passengers spread throughout the 6 reservations. There is a 15 day window from the time of booking to add that specific policy, and the agent was not able to get the policies added in time, so we were not able to add the policies.

We offered to refund for the policies, but [redacted] only wanted that the original passengers that he designated for insurance policy indeed be covered. We assigned this problem to one of our most senior agents, who was able to purchase the insurance coverage through the cruise line directly. During the entire process, our agent was in contact with [redacted], advising of what we proposed to do, and the slight difference in the policies bought from us as opposed to the policies that we were buying for [redacted]’s family through the cruise line. Additionally, we have refunded [redacted], as a few of the policies bought cost less than the original. Our agent has checked back with the cruise line and made sure that now all the desired passengers indeed have the insurance coverage that [redacted] desired. We have advised [redacted] of the changes, and our solution to the problem, and he seems pleased.

On behalf of Cruises Only, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. We appreciate your patience and understanding with this matter.

Sincerely,