Alaska Tour & Travel

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI do appreciate the timely response and resolutionIt should be noted that my husband and I were thrilled by the unexpected refundIt was an unfortunate weather related incident and we are grateful for the change in policy.? Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI do appreciate the timely response and resolutionIt should be noted that my husband and I were thrilled by the unexpected refundIt was an unfortunate weather related incident and we are grateful for the change in policy.?
Sincerely,
*** ***

Good afternoon ***, ? I wanted to follow up on the letter we received from the Revdex.com regarding the *** *** reservation and their concern that we did not offer them trip insurance, and that we misrepresented it in the confirmation we sent them.? ? Our agents do normally ask if a
client would like our MCW, which is not trip insurance but is a more lenient cancelation policy for those that are at risk to having to cancel due to a medical condition.? ? We also ask if they want us to send them information on Trip Insurance.? ? The complaint is filed by *** ***, but our records show that we spoke to *** *** who booked the reservation for his daughter.? Our reservation system has two buttons that agents have to select to log that they asked the client if they wanted MCW or if they wanted Trip Insurance.? Both were selected and that is why the confirmation read as such.? We do not have the capability to review whether our agent asked if they would like Trip Insurance but we did send two confirmations on? April 30th and May 1st that have the following language in it: Because we cannot make exceptions to our cancellation or change policies for any reason, including natural disasters, family and medical emergencies, we STRONGLY encourage you to purchase travel insuranceFor more information on travel insurance please call (800)208-or visit? www.alaskatravel.com/insurance You have DECLINED our Travel Insurance AND Medical Cancellation Waiver programsBoth confirmations also reiterate the cancelation policy which our agent did review with them as well which reads as the following: ? A deposit equal to 30% of services reserved is due at the time of booking, with the balance due days prior to your first day of travelThe following change and cancellation fees applyBetween to days prior to your first date of travel a 10% cancel/change fee will applyBetween to days prior to your first day of travel a 50% cancel/change fee will applyWithin days of travel, your package is non-refundable and non-changeable ? *** *** called us on 5/at about 6:11pm to inquire if she could change the ticket that was for the next day, due to the timing of the call (late in the day, the day before travel, and the ARR office being closed) our agents who answered the calls gave her our standard notification that it was non changeable as ? she would fall under the non-refundable and non-changeable part of the policy? We did notify the Alaska Railroad and they did respond on 5/that they would honor our request for a refund with a 10% penalty.? Due to the circumstances and how upset that Mrs*** was at our not being able to refund her we decided to refund her in full with no penalty and absorbed the cost of the penalty ourselves? At 2:30pm on 5/we did process a full refund to the client’s credit card and notified the client’s email that is on record that we did so - ***.***@***? I assume that *** ***s filed the complaint on 5/after her conversations with our staff who were covering the evening shift.? ? Since 5/we have reviewed the issue with our reservation staff and reiterated that they should always ask clients if they would like information on Travel Insurance.? We hope that she is satisified with our response at this point but I’m happy to have that conversation with her as well if she chooses to contact me directly ? Thank you, ? Steve J*** ? *** Steve J*** President Alaska Tour & Travel/The Park Connection/AlaskaTrain.com Arctic Blvd Suite Anchorage, Alaska www.AlaskaTravel.com www.AlaskaTrain.com www.AlaskaCoach.com email: *** Direct: *** ?