Audley Travel

From: To: Cc: Date: Thu, 15 Sep 2016 16:25:07 +0000Subject: Your experience with Audley TravelDear Miss [redacted], Firstly let me say how sorry I am to hear of your loss. As I understand it, you felt pressurized to book your initial trip to Japan (on April 15th) and did not...

feel you had the adequate time to review our terms and conditions. Subsequently you had to change to the dates of your trip which we agreed to, but when it came to finalize these new dates your mother passed away and you simply wished to cancel all arrangements with us. At this request we applied our terms and conditions which meant the loss of your deposit and you did not have travel insurance. Clearly our ‘process’ has got in the way of what’s the right thing to do and I am sorry for the additional stress and concern that this has caused you at this difficult time. We have now refunded you all but our non-refundable costs ($185) and hope this demonstrates that we are flexible and understanding, I am only sorry that you had to escalate this to get this resolution. There are certainly lessons for us to learn from your experience and clearly we need to ensure that our clients fully understand our terms and conditions before committing themselves. I am confident that we can do this through better awareness and will follow this up personally with [redacted] and the wider team. If you would like to discuss this further please do not hesitate to contact me. Best regards,[redacted]Head of Sales & Service, North AmericaAudley TravelE-mail : [redacted].[redacted]@audleytravel.comDirect : [redacted]US Toll Free : [redacted]Cell: [redacted]