Alanita Travel

In regards to the clients complaints about the outbound travel to ***, and the problems faced at the *** Airport, this is completely an airline issue, and not in the hands of Alanita TravelWhen passengers face mis-connecting flights due to flight delays, it is in the hands of the airlines at the airport to handle these issues. In regards to the partially used tickets in question, we are still awaiting the airlines response regarding this matter

Dear Revdex.comAs mentioned in our previous response we are working with the airlines for this matter and need approximately 8 to 12 weeks for a proper response from the airlines.We will be in touch with the client at that timeThank you

Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
Thanks for the signed letter.  Please note that we are not requesting to call the airlines directly, our request is if you can call the airlines and then include us so we can request for refund/extension of the tickets due to my medical emergency.
Also please let us know if you had only requested for refund or did you also check about ticket extension while asking for the medical waiver?
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I don't understand what I am paying for when it's clearly their fault to keep the inbound itinerary open knowingly when there was no outbound itinerary, they knew I couldn't travel on those dates and I told their customer service guy to cancel all but they didn't do that. This shows how bad their customer services and business practices are. They just want to collect money no matter how.  I am not responsible for their mistakes and bad business practices.
Regards,
[redacted]

Since the client went directly to the airline and got a direct approval from the airlines before we received a formal response from the airlines for the request we made, the tickets have come under full control of the airlines, and we do not have access to the information the client is requesting. So we request that the client contact the airline directly regarding this matter.

This client did contact us for date changes. We quoted the price, yet the client did not submit the proper authorization to make the change. When they contacted us again, by then the fare difference had increased.The inconvenience is unfortunate, but we do not feel it is at the fault of [redacted]...

Travel

Alanita Travel received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, the complaint registered here states to the content following as “…but I was told Alanita Travel is in full control of my booking and should issue me the refund for the unused...

portion of two air tickets (myself & my son).”, also an additional important information was not disclosed here which is that — both the tickets were partially utilized. The ticket fare policy purchased states that, tickets are refundable - only before the departure and once after the departure (one leg of travel being completed) – tickets will turn onto a non-refundable status and further related to this ticket will imply with the chargeable changes only and no partial refunds/credits will apply on this. On the communication part - Initially we were contacted for the son’s ticket to be changed to a preferred future date and we did quote the airline penalty plus the applicable fare difference for the requested date. Passenger was not willing to do the exchange transaction, as the reissue cost was higher than a fresh ticket and they went for it. With related to the father’s ticket, we were contacted only on February, 27th; while the actual scheduled return date was on January,26th and we were told that passenger was denied boarding due to inadequate travel document. If we were contacted first-in-place, we would have helped the passenger on this issue, but passenger did not contact us – they purchased themselves a new ticket and flew back to US without our knowledge. Although, we know that as per fare rules - partially used tickets are non-refundable; still we went ahead and submitted the refund query to the airline, argued with them for the refund — yet, we got an update from the airline clarifying that “Passenger carrying required travel documents is a must as required by the Airline/TSA and no exceptions or waiver will be honored on this. Please follow the applicable fare rules.” Alanita Travel sincerely regrets any inconvenience on this issue may have caused.Please feel free to contact us directly at [redacted], if you have any additional questions or concerns in this matter.

A reservation was canceled due to name issue on the ticket. This reservation was never issued (ticketed).  When a new reservation was made an itinerary was sent to the client with an itinerary which was approved by the client by email.We have been in correspondence with the...

client and informed that for the ticket booked with [redacted] in the itinerary, we can offer to refund it and Alanita Travel will bear cost of penalty even though client did authorize us to issue it.

Dear Revdex.com,There are 3 tickets in question. Two adult round trip ticketsand one roundtrip infant ticket. One of the adult tickets has been fully used.The other adult ticket and infant ticket have been partially used and we arestill working with the airlines for a clear response for possible options...

forthe unused portions. As soon as the airlines give a proper response we will be intouch with the client.

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I have been getting same response from Alanita. When contacted airline they said as this is bulk ticket I should be contacting Alanita Travels. As per Airline Alanita has full control. This is the same to and fro in the communication I had mentioned in my previous email. This is confusing and time consuming.
Regards,
[redacted]

Dear Revdex.com,The refund check for the amount of $30.00 has already been mailed out.Thank you

Revdex.com:
I have reviewed the response submitted by the...

business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
We have always mentioned that we are not expecting a full waiver on medical grounds. The airlines itself was charging only approx $90(6000 Indian Rupees) per ticket. I have emails from the airlines confirming this information. We expected only a reasonable penalty. And not $375 per ticket.  also, there is misinterpretation about "Customer being rude".. Was there any offensive language used? Is this a new way to put the blame on the customer? The agency and their representatives have been inconsistent about the information provided at all the times. Moreover, Alanita has my money of $2191, still they are asking me to mail a check of $750($375X2) first, in order to process a refund. What is the guarantee that I will get my money back? Especially after this kind of experience. 
Regards,
[redacted]

Alanita Travel did all in our power to request a full refund waiver from the airlines, but the request was denied. The client then disputed the full amount of the tickets with their credit card company. The penalties have been charged by the airline, and Alanita Travel has paid the...

penalties to the airlines. A court judgment has been made in the favor of Alanita Travel, and the court has ordered the client to pay Alanita Travel the amount due.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear Revdex.comWe have addressed the clients concerns and were able to get all of the penalties and no-show fees waived by the airlines. The only expense we were not able to waive was the fare difference. The fact of the matter is the fare was higher for the new dates the client wanted to travel....

The airlines did not waive the fare difference. The payment has been made by the client for the fare difference, and the tickets have been reissued for the new dates.

The no penalty cancellation policy is for tickets that are for travel dates 30 days or more after the ticket issuance date. In this case the travel was within 30 days, and hence this free no penalty rule did not apply. We did place a request with the airlines for a penalty waiver and it takes 48 to...

72 hours normally for a response to us from the airlines. At the same time we placed our request to the airline, the client called the airline directly, made the same request and conveniently the airline granted the full refund. Hence this issue is resolved.

Dear Revdex.comAs stated in our previous response, this is a legal matter with the trial court of Massachusetts and a judgment has been made in favor of Alanita Travel.  The court has ordered the defendant, Mr. [redacted], to pay Alanita Travel.

Dear Revdex.comThe client purchased the tickets from Alanita Travel. Our contacts at the airlines do not take calls directly from passengers as they only deal with agencies, hence a conference call is not possible. We have informed the client that the medical refund waiver was denied and have attached the signed letter here stating the same.

Dear Revdex.com Infants normally do not have any checked baggage allowance. We are working with the airlines for this matter and need approximately 8 to 12 weeks for a proper response from the airlines.We will be in touch with the client at that timeThank you

Dear Revdex.com  One of our managers will be in touch by phone with the client to find a resolution to this matter.  Thank you