Initial Business Response /* (1000, 7, 2015/09/03) */
[redacted]Corresponding documents attached.
Brekke Tours was not responsible for the incident which occurred at the airport on July 18th. Iceland Air has conducted an internal investigation into this incident and the end result of the investigation...
places no blame on Brekke Tours & Travel yet Ms. [redacted] continues to pursue reimbursement from our agency. In spite of detailed emails from Brekke Tours responding to questions and in spite of receiving a communication from Icelandair, she continues to hold Brekke Tours & Travel responsible for the event which occurred on July 18. We have numerous emails exchanged between Ms. [redacted] and Brekke Tours as well as other information to support there was no wrong-doing on the part of Brekke Tours & Travel. This has been communicated clearly to Ms. [redacted] on more than one occasion with supporting documentation from Iceland Air.
! Please see the following communications relating to correspondence with Icelandair, along with our response to Ms. [redacted] concerning that communication, as well as an email on August 24 responding to her questions.
If needed, we can also provide documentation between our Air Department and Icelandair indicating computer problems when booking Ms [redacted]'s reservation.
If you have any concerns or questions, please let me know.
Sincerely,
[redacted] Brekke
[redacted]copied and pasted from email.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The attached file explains why I do not accept the response. Please contact me if there is any problem with the file transfer. Thank you.
Final Consumer Response /* (3000, 17, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]Please see attached documents.
In reference to September 18 communication from Brekke Tours-
1. Brekke's actions caused the flight problem. Documents have been sent to support this.
2. Icelandair's report states "the passengers were rightfully advised to contact their travel agency."
3. The other agencies were given the Icelandair report (with Brekke's name removed) starting with "your letter " through the quote about contacting their travel agent. Email available
4. The "deviation from group block" is an Iceland pre or post tour extension offered by Brekke Tours (see their website) That portion of the trip supposedly had been completely booked by Kim Toso in May. Email available
5. We had no options but to accept their change of dates. We had already purchased a tour and flights.
6. This change caused numerous problems. Documents have been sent to support.
7. Passports and Brekke's itinerary were both presented to airport agents.
8. Brekke sent you an itinerary as proof that the flight was correctly ticketed.
9. Below is communication I received from Brekke which makes a reference to this itinerary. This says that that there were ticket numbers and that this itinerary was the one sent to us.
"Tours was not responsible for the incident which occurred at the airport on July 18th when our clients were denied boarding . They were told (erroneously) by an Icelandair rep that they needed to contact Brekke Tours as they had no ticket numbers.
(Please see email previously submitted with flight itinerary and ticket numbers. This was sent to the clients along with their final documents. The ticket numbers appearing on the flight itinerary are generated by the airline computer system. Our instructions indicate that the itinerary is to be presented to the gate agent upon check-in. Apparently the clients did not present this document to the gate agent.? ) "
10. This is fraud. I have been advised to request from Brekke our complete reservation history with cancellations and "various name spellings" However, since they have produced fraudulent documents as proof, I do not believe that we will ever get the true documents.
11. Icelandair's report alone then should be enough to prove that the problem was caused by Brekke. Documents support this.
12. As proof of #5-7, I am including pictures of our original itinerary, including the last page which shows notes from July 18 for what we were told at the airport.
13. $614 reimbursement as explained in previous documents
Final Business Response /* (4000, 19, 2015/10/12) */
Please see our attached documents for response.
Initial Business Response /* (1000, 7, 2015/09/03) */
[redacted]Corresponding documents attached.
Brekke Tours was not responsible for the incident which occurred at the airport on July 18th. Iceland Air has conducted an internal investigation into this incident and the end result of the investigation...
places no blame on Brekke Tours & Travel yet Ms. [redacted] continues to pursue reimbursement from our agency. In spite of detailed emails from Brekke Tours responding to questions and in spite of receiving a communication from Icelandair, she continues to hold Brekke Tours & Travel responsible for the event which occurred on July 18. We have numerous emails exchanged between Ms. [redacted] and Brekke Tours as well as other information to support there was no wrong-doing on the part of Brekke Tours & Travel. This has been communicated clearly to Ms. [redacted] on more than one occasion with supporting documentation from Iceland Air.
! Please see the following communications relating to correspondence with Icelandair, along with our response to Ms. [redacted] concerning that communication, as well as an email on August 24 responding to her questions.
If needed, we can also provide documentation between our Air Department and Icelandair indicating computer problems when booking Ms [redacted]'s reservation.
If you have any concerns or questions, please let me know.
Sincerely,
[redacted] Brekke
[redacted]copied and pasted from email.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The attached file explains why I do not accept the response. Please contact me if there is any problem with the file transfer. Thank you.
Final Consumer Response /* (3000, 17, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]Please see attached documents.
In reference to September 18 communication from Brekke Tours-
1. Brekke's actions caused the flight problem. Documents have been sent to support this.
2. Icelandair's report states "the passengers were rightfully advised to contact their travel agency."
3. The other agencies were given the Icelandair report (with Brekke's name removed) starting with "your letter " through the quote about contacting their travel agent. Email available
4. The "deviation from group block" is an Iceland pre or post tour extension offered by Brekke Tours (see their website) That portion of the trip supposedly had been completely booked by Kim Toso in May. Email available
5. We had no options but to accept their change of dates. We had already purchased a tour and flights.
6. This change caused numerous problems. Documents have been sent to support.
7. Passports and Brekke's itinerary were both presented to airport agents.
8. Brekke sent you an itinerary as proof that the flight was correctly ticketed.
9. Below is communication I received from Brekke which makes a reference to this itinerary. This says that that there were ticket numbers and that this itinerary was the one sent to us.
"Tours was not responsible for the incident which occurred at the airport on July 18th when our clients were denied boarding . They were told (erroneously) by an Icelandair rep that they needed to contact Brekke Tours as they had no ticket numbers.
(Please see email previously submitted with flight itinerary and ticket numbers. This was sent to the clients along with their final documents. The ticket numbers appearing on the flight itinerary are generated by the airline computer system. Our instructions indicate that the itinerary is to be presented to the gate agent upon check-in. Apparently the clients did not present this document to the gate agent.? ) "
10. This is fraud. I have been advised to request from Brekke our complete reservation history with cancellations and "various name spellings" However, since they have produced fraudulent documents as proof, I do not believe that we will ever get the true documents.
11. Icelandair's report alone then should be enough to prove that the problem was caused by Brekke. Documents support this.
12. As proof of #5-7, I am including pictures of our original itinerary, including the last page which shows notes from July 18 for what we were told at the airport.
13. $614 reimbursement as explained in previous documents
Final Business Response /* (4000, 19, 2015/10/12) */
Please see our attached documents for response.