I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] My view is that Canary Travels is not taking responsibility for the errorCanary wants to say that they have NO control over the Tour OperatorI did not make my vacation arrangements with Tour Operator services I made them with Canary it was a couple's packageCanary wants to say I made the complaint while still at the airport, that is correct after spending several hours waiting I did make the complaintCanary mention that we were able to leave on the same date while that is true canary failed to mention that we had to spend an additional ten (10) hours at the airport before we were able to board a flight, also when we arrived at our destination the hotel package that we had purchased was not correct they had us in a room with twin beds, the hotel was nice to accommodate us giving us a suite for an additional out-of-pocket $ On our return flight we had to spend an additional two hours at the airport while arrangements were being worked out because our flight arrangements were messed up againNever once did Canary travel mention a $per person free air travel, canary offered only me a $discount on my next travelThis was my first time traveling by air and I'm sure no one could accept being stuck at the airport for an additional hours before boarding going on vacation and the an additional hours coming homeSo yes I feel a refund is within reason
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
My view is that Canary Travels is not taking responsibility for the error. Canary wants to say that they have NO control over the Tour Operator. I did not make my vacation arrangements with Tour Operator services I made them with Canary it was a couple's package. Canary wants to say I made the complaint while still at the airport, that is correct after spending several hours waiting I did make the complaint. Canary mention that we were able to leave on the same date while that is true canary failed to mention that we had to spend an additional ten (10) hours at the airport before we were able to board a flight, also when we arrived at our destination the hotel package that we had purchased was not correct they had us in a room with twin beds, the hotel was nice to accommodate us giving us a suite for an additional out-of-pocket $60.00. On our return flight we had to spend an additional two hours at the airport while arrangements were being worked out because our flight arrangements were messed up again. Never once did Canary travel mention a $250.00 per person free air travel, canary offered only me a $100.00 discount on my next travel. This was my first time traveling by air and I'm sure no one could accept being stuck at the airport for an additional 10 hours before boarding going on vacation and the an additional 2 hours coming home. So yes I feel a refund is within reason.
First of all she is lying about insurance and the fact that we were not friends what does that have to do with the money situation nothing that showsher credibility!!. An second where is the money an what was it applied to? You have to state the amount in fees. She did not try an accommodate in any way!! Rude, obnoxious, saying she made no money off of it but then she did. The airlines was ok with giving us credit for a year which they usually do. Again I never received my copy emailed or mailed out. Being 8 months 10 months or whatever have nothing to do when making a complaint when treated unfairly! I read a review an Canary Travel had no problem giving these people there money for similar situation. Again I want to be refunded my hard earned money.
From: Canary Travel <[email protected]>Date: Tue, Oct 27, 2015 at 12:55 PMSubject: Complaint/Dispute [redacted]To: [redacted]Hello I am following up on a letter that we received in regards to [redacted]. She unfortunately filed a complaint while she was still at...
the airport prior to this being worked out. She booked a vacation on July24, 2015. On August 20th she called to advise that her travel partners last name was misspelled. We called the tour operator she was booked with and they advised that they changed it. She called the day prior to her vacation to double check that the name was corrected. We again called the tour operator to double check and was advised it was. We have NO control over the tour operator. She called the following morning from the airport stating that the airline did not have the correction and would not let her board. While we were on the phone working this out she filed this complaint. We were able to get them rebooked for another flight that day and the tour operator took full responsibility for this mistake and offered her a $250.00 future travel credit. We have tried to follow up with her and she has not responded. She is asking for a full refund however she still left the same date and utilized the air and hotel and the full vacation package as well as received a $250.00 per person future travel credit. Please let me know if you need anything further however I believe she was a little to quick filing this complaint on us. IF you would like I can forward the information from the tour operator who took responsibility for this. Thank youAngie M[redacted], Owner Canary Travel
[redacted]This is in response to [redacted] Lurl was emailed on 2/10 and 3/24. Her and her traveling companion both booked and decided against the insurance. I have proof that she was emailed and it matches the email address on the complaint letter. They both did not...
have the money and decided it was to expensive to go to the Essence Festival so they wanted to change dates, go less time or change destinations. Due to the festival and the date they wanted to change there were no hotels available for a lower price. They then wanted to change destinations to possibly Las Vegas. This was done after 3/26 which was Brittany's last day so they NEVER spoke to her but they spoke to me the owner. I tried to be accommodating to their needs and no one ever hung up on them- [redacted] both screamed and yelled and talked over me multiple times because I couldn't just transfer their deposit money to another reservation. In order to change destinations they both would of had to pay approximately $250.00 in order for their deposit of $160.00 plus the additional funds to actually pay for their airline ticket on Southwest. I believe that the 2 of them did not get along because I had numerous other conversations with Lurl and looked up Las Vegas for her to travel on her own and checked multiple dates and hotels. They would of received a credit on Southwest for the value of the ticket had they of paid for their ticket in full which would of been good for a year. They were referred to Southwest after arguing with me numerous times and Southwest vacations has record of their phone calls as well. They did not want to pay additional for the insurance which clearly states that fees and penalties apply if they cancel. I am NOT offering anything to them at this point. This has been a year since they originally booked and 8 months since they canceled. I tried to offer options at that time and they were not interested. Attached is proof she was emailed on 3/24 I can also send 2/10 if needed and it also states due date and Insurance info.Thank youAngie M[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] My view is that Canary Travels is not taking responsibility for the errorCanary wants to say that they have NO control over the Tour OperatorI did not make my vacation arrangements with Tour Operator services I made them with Canary it was a couple's packageCanary wants to say I made the complaint while still at the airport, that is correct after spending several hours waiting I did make the complaintCanary mention that we were able to leave on the same date while that is true canary failed to mention that we had to spend an additional ten (10) hours at the airport before we were able to board a flight, also when we arrived at our destination the hotel package that we had purchased was not correct they had us in a room with twin beds, the hotel was nice to accommodate us giving us a suite for an additional out-of-pocket $ On our return flight we had to spend an additional two hours at the airport while arrangements were being worked out because our flight arrangements were messed up againNever once did Canary travel mention a $per person free air travel, canary offered only me a $discount on my next travelThis was my first time traveling by air and I'm sure no one could accept being stuck at the airport for an additional hours before boarding going on vacation and the an additional hours coming homeSo yes I feel a refund is within reason
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
My view is that Canary Travels is not taking responsibility for the error. Canary wants to say that they have NO control over the Tour Operator. I did not make my vacation arrangements with Tour Operator services I made them with Canary it was a couple's package. Canary wants to say I made the complaint while still at the airport, that is correct after spending several hours waiting I did make the complaint. Canary mention that we were able to leave on the same date while that is true canary failed to mention that we had to spend an additional ten (10) hours at the airport before we were able to board a flight, also when we arrived at our destination the hotel package that we had purchased was not correct they had us in a room with twin beds, the hotel was nice to accommodate us giving us a suite for an additional out-of-pocket $60.00. On our return flight we had to spend an additional two hours at the airport while arrangements were being worked out because our flight arrangements were messed up again. Never once did Canary travel mention a $250.00 per person free air travel, canary offered only me a $100.00 discount on my next travel. This was my first time traveling by air and I'm sure no one could accept being stuck at the airport for an additional 10 hours before boarding going on vacation and the an additional 2 hours coming home. So yes I feel a refund is within reason.
First of all she is lying about insurance and the fact that we were not friends what does that have to do with the money situation nothing that showsher credibility!!. An second where is the money an what was it applied to? You have to state the amount in fees. She did not try an accommodate in any way!! Rude, obnoxious, saying she made no money off of it but then she did. The airlines was ok with giving us credit for a year which they usually do. Again I never received my copy emailed or mailed out. Being 8 months 10 months or whatever have nothing to do when making a complaint when treated unfairly! I read a review an Canary Travel had no problem giving these people there money for similar situation. Again I want to be refunded my hard earned money.
From: Canary Travel <[email protected]>Date: Tue, Oct 27, 2015 at 12:55 PMSubject: Complaint/Dispute [redacted]To: [redacted]Hello I am following up on a letter that we received in regards to [redacted]. She unfortunately filed a complaint while she was still at...
the airport prior to this being worked out. She booked a vacation on July24, 2015. On August 20th she called to advise that her travel partners last name was misspelled. We called the tour operator she was booked with and they advised that they changed it. She called the day prior to her vacation to double check that the name was corrected. We again called the tour operator to double check and was advised it was. We have NO control over the tour operator. She called the following morning from the airport stating that the airline did not have the correction and would not let her board. While we were on the phone working this out she filed this complaint. We were able to get them rebooked for another flight that day and the tour operator took full responsibility for this mistake and offered her a $250.00 future travel credit. We have tried to follow up with her and she has not responded. She is asking for a full refund however she still left the same date and utilized the air and hotel and the full vacation package as well as received a $250.00 per person future travel credit. Please let me know if you need anything further however I believe she was a little to quick filing this complaint on us. IF you would like I can forward the information from the tour operator who took responsibility for this. Thank youAngie M[redacted], Owner Canary Travel
[redacted]This is in response to [redacted] Lurl was emailed on 2/10 and 3/24. Her and her traveling companion both booked and decided against the insurance. I have proof that she was emailed and it matches the email address on the complaint letter. They both did not...
have the money and decided it was to expensive to go to the Essence Festival so they wanted to change dates, go less time or change destinations. Due to the festival and the date they wanted to change there were no hotels available for a lower price. They then wanted to change destinations to possibly Las Vegas. This was done after 3/26 which was Brittany's last day so they NEVER spoke to her but they spoke to me the owner. I tried to be accommodating to their needs and no one ever hung up on them- [redacted] both screamed and yelled and talked over me multiple times because I couldn't just transfer their deposit money to another reservation. In order to change destinations they both would of had to pay approximately $250.00 in order for their deposit of $160.00 plus the additional funds to actually pay for their airline ticket on Southwest. I believe that the 2 of them did not get along because I had numerous other conversations with Lurl and looked up Las Vegas for her to travel on her own and checked multiple dates and hotels. They would of received a credit on Southwest for the value of the ticket had they of paid for their ticket in full which would of been good for a year. They were referred to Southwest after arguing with me numerous times and Southwest vacations has record of their phone calls as well. They did not want to pay additional for the insurance which clearly states that fees and penalties apply if they cancel. I am NOT offering anything to them at this point. This has been a year since they originally booked and 8 months since they canceled. I tried to offer options at that time and they were not interested. Attached is proof she was emailed on 3/24 I can also send 2/10 if needed and it also states due date and Insurance info.Thank youAngie M[redacted]