CheapCaribbean.com, Incorporated

All calls have been reviewedWe feel that all necessary steps were taken by CheapCaribbean.om to assist our clients while in destinationOptions where give to assist however were denied The client booked online and received the information regarding [redacted] coverage which includes coverage summary and a link to full coverage of the plan chosenAlso provided is ***’s phone number should the client have any further questions or needs assistance with initiating a claim Per clients travel document: To view a summary of the terms, conditions and exclusions, please click on the link below: http://www.cheapcaribbean.com/documentsCheap_Caribbean-standard_TPP-01_2015.pdf If you have any questions or need to initiate a claim, please contact our program administrator at ###-###-#### [redacted] benefit explanation: Insurance [redacted] Affinity Travel Protection Plan - Standard Coverage CheapCaribbean.com's Standard Travel Protection contains travel insurance benefits, including trip cancellation and interruption for specified reasons, medical coverage, trip and baggage delay benefits, baggage protection and 24-hour Worldwide Emergency Assistance Services (provided by OnCall International)It's coverage that protects you both before and during travel This plan provides cancellation coverage for your trip and other insurance coverages that apply only during the covered tripYou may have coverage from other sources that provides you with similar benefits but may be subject to different restrictions depending upon your other coveragesYou may wish to compare the terms of this policy with your existing life, health, home and automobile policiesIf you have any questions about your current coverage, call your insurer, insurance agent or broker The Cheap Caribbean Travel insurance benefits are underwritten by [redacted] Casualty Insurance Company, Columbus, OH; NAIC #10952, (all states except as otherwise noted) under Policy/Certificate Form series TAHCIn CA, HI, NE, NH, PA, TN and TX Policy/Certificate Form series TAHCand TAHCIn IL, IN, KS, LA, OH, OR, VT, WA and WY Policy Form #'s TAHC5100IPS and TAHC5200IPSCertain coverages are under series TAHCand TAHC Assistance services are provided by On Call International To view a summary of the terms, conditions and exclusions, please click on the link below: http://www.cheapcaribbean.com/documentsCheap_Caribbean-standard_TPP-01_2015.pdf If you have any questions or need to initiate a claim, please contact our program administrator at ###-###-#### Benefits underwritten by [redacted] Casualty Insurance Company, up to the maximum limits listed below: Trip Cancellation -- Up to Total Trip CostTrip Interruption -- Up to Total Trip CostTrip Delay -- $(up to $per day)Missed Connection -- $Accident Medical Expense -- $15,000Sickness Medical Expense -- $15,000Emergency Evacuation -- $25,000Baggage & Personal Effects -- $1,000Baggage Delay -- $200Accidental Death and Dismemberment -- $25, Worldwide Emergency Services Provided by On Call International: [redacted] TM Travel Assistance- Arrangements for last-minute flight and hotel changes - Luggage Locator- Hotel finder and reservations - Airport transportation, rental car reservations and automobile return - Assistance locating the nearest embassy or consulate - Cash transfers, assistance with bail bonds - Weather updates and advisories, health and safety advisories- Passport requirements, currency exchange - Documents and Communication - Assistance with lost travel documents or passports - Multilingual translation and interpretation services Medical Assistance and Managed Care - Medical case management, consultation and monitoring - Medical Transportation, dispatch of a doctor or specialist - Referrals to local medical and dental service providers - Worldwide medical information, up-to-the-minute travel medical advisories, and immunization requirements - Replacement for prescription drugs, eyeglasses, contact lenses and dental appliances Emergency Services - Emergency medical and dental assistance- Emergency legal assistance - Emergency medical payment assistance [redacted] Affinity is the brand name for the brokerage and program administration operations of Affinity Insurance Services, Inc(TX 13695); (AR 244489); in CA & MN, AIS Affinity Insurance Agency, Inc(CA 0795465); in OK, AIS Affinity Insurance Services, Inc.; in CA, [redacted] Affinity Insurance Services, Inc(CA 0G94493), [redacted] Direct Insurance Administrators and Berkely Insurance Agency and in NY, AIS Affinity Insurance AgencyAffinity Insurance Services is acting as a Managing General Agent as that term is defined in section 626.015(14) of the Florida Insurance CodeAs an MGA we are acting on behalf of our carrier partner This plan provides cancellation coverage for your trip and other insurance coverages that apply only during the covered tripYou may have coverage from other sources that provides you with similar benefits but may be subject to different restrictions depending upon your other coveragesYou may wish to compare the terms of this policy with your existing life, health, home and automobile policiesIf you have any questions about your current coverage, call your insurer, insurance agent or broker Trip Cancellation policies and fees may varyPlease contact customer service to make any modifications or cancellations to your reservation At this time our position remains the sameNo refund or compensation is being offered at this time

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Cheap Caribbean's response is a sad excuse for a travel agent company! My family of lost whole days and they are offering me $on another $vacation that I have to book with them??? Not happening Cheap Caribbean has lost my business and the multiple business I have sent them! I will not book with them ever again AND I will let everyone I know via every social network know how badly Cheap Caribbean's customer service is Thanks for nothing! You have ABSOLUTELY NO customer service and didn't even have the common courtesy to return my phone calls We played telephone tag and your ONE call back never even contacted me in person! I am done with this case, as obviously they do not care about me or my family or the money I have spent with them, therefore, we are done doing business with them!Regards, [redacted]

We have spoken directly with the client and has accepted our offer of compensation to resolve this matter in full As noted by the client she was waiting at the [redacted] which she upgraded to during her stay and communicated this information to [redacted] Once again, we reiterate our sincere apologizes for any difficulties she may have encountered in result of this change Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this Package Breakdown: Resort Airfare Transfer TOTAL PACKAGE

After review of the case, the following actions were taking by CheapCariibean.com: • The client booked a reservation online on 7/9/ The client purchased round trip airfare from [redacted] to ***, X night stay at the [redacted] The client purchased this vacation for herself and another passenger to travel 8/4/thru 8/8/at a total cost of $ A trip cost breakdown is as follows: $Hotel night) $Airfare $Transfers ($-100.00) - Promo Discount $Total Package Client declined the purchase of travel insurance • During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and ConditionsIf these Terms are not agreed to then the booking not a processing and the credit card not a charging Our Terms specifically state: • This vacation is nonrefundable and nontransferable • Changes or cancellations will be charged a $per-person fee, a $per-ticket airline fee, and up to a 100% hotel penaltyA 100% penalty will be charged for No Show reservations • CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes • Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date • Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents • Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time • Services are provided "as is" without warranty of any kind • CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authorityCheapCaribbean.com, Incand its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from • You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature • Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp • Unless you file any claim you may have with CheapCaribbean.com within days after the termination of this trip, all parties are released from further liability Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions Review of reservation: After review of our records we show that the client did not contact us prior to their original day of departureAll communication regarding their flight delay was done through the client and the airlinesThe clients took it upon themselves to purchase new outbound ticketsWe were never aware of their decisionWe only were advised of the client “no show” on departure when the client’s mother called on 8/to say her daughter was unable to check for the return on [redacted] Since the client no showed and the airlines cancelled their ticket the airlines were now in control of their ticketsCheapCaribbean was no longer allowed to alter the tickets in anyway It was at this time when we called the airlines directly since we no longer had control of the tickets and informed by [redacted] the clients “no showed” so their tickets were cancelled in full Client purchased return tickets with ** The client contacted us upon their return on 8/and the following email was sent to the client on 8/from CheapCaribbean Customer Care Department: From: Customer Care Sent: Saturday, August 09, 10:AM To: [redacted] ' Subject: RE: Online Reservations Services: [redacted] _______________________________________________________________________ [redacted] , PA ***Phone: [redacted] Fax: ###-###-####August 09, 2014Re: Booking # [redacted] Dear [redacted] , Thank you for contacting CheapCaribbean.com and thank you for taking the time to provide us with this valuable feedbackOur goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com Per our records, we received a telephone call on August 07, from your mother who advised that you were having difficulties checking in for your return flightOur Ticketing department then contacted Aero [redacted] to inquire on the status of your ticketsPer the information that we received from Aero [redacted] that day, yourself and [redacted] were marked as a “no-show” on your outbound flights from [redacted] (***) to [redacted] City (MEX) on August 04, 2014, therefore the airline automatically cancelled your return flightsPlease be advised that if the outbound flights on a roundtrip ticket are not used, the return flights are automatically cancelled due to TSA and security regulationsAt this time, we can only advise that you contact [redacted] directly to inquire on any possible compensation or credit for your flightsFor your convenience, we have provided their information at the bottom of this email While we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience Thank you again for choosing CheapCaribbean.com On 8/the client left us a voice messageWe returned the call and left her a message advising if she was seeking reimbursement to reach out to [redacted] directly as we were no longer able to touch the ticketsWe also left our contact information if she wished to speak to us again directlyOur records indicate no return call was made by the clients The client is fully responsible for this chargeThe client clicked and agreed to our nonrefundable Terms and Conditions at the time of bookingPlease see the attached documents referencing our Terms and Conditions that were agreed to by the client at the time of booking We reiterate our sincere apologizes for any difficulties they may have encounteredOur aim is always to provide the best service and we hope that they will give us another opportunity to prove this

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I contacted Cheap Caribbean several times throughout my stay in PanamaThe only time I was able to get through was the one time on March 13th when I spoke with a repDuring other attempts to call I was placed on hold only to be disconnected each timeThe calls were cent per minute but still I continued to call I was actually sitting on the plane waiting to fly to Costa Rica while speaking with herThat plane was delayed and we got off the plane for yet a second timeDuring our conversation she explained she could not help me anyway because any plans to continue with the trip or return home would have to be done with [redacted] AirlinesWhen I returned home on March 14th I called again several times and was also disconnectedThe reps said they could not assist me and that I had to speak with the trip interruption deptThat line rang, went to voicemail, and also disconnectedI also left several emails due to this issueOn the couple of times I did get through I left a msgWhen I did speak with a rep; Cory he informed me that I had to speak with insurance provider regarding this matterAfter the claim was submitted and to my surprise I was only granted $The insurance provider then directed me back to Cheap Caribbean I have traveled with Cheap Caribbean on several occasions and I am disappointed in there response to this matterI NEVER MADE IT TO MY DESTINATION! This alone is clearThey did not offer a credit or refundI will never use their services again and would advise others not to I the future Regards, [redacted]

In review: Per the terms and conditions agreed to at the time of booking the client was sent a full CheapCaribbean.com Future Credit at the time of cancellation: expiration date on year from bookingNo penalties or fees were applied.The client made a deposit booking and the full amount of what the client was charged was issued as a CheapCaribbean.com Future Credit.In this case we see that the client denied insurance coverage options At this time no refunds can be offered by CheapCaribbean.com as we are a non refundable company.Terms and Conditions: Attached.Future Credit: Attached Once again, we reiterate our sincere apologizes for any difficulties they may have encountered during this natural disaster across the Caribbean Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this

In review: On 10/the client booked at a time when the lower room category (deluxe room) was not available for sale as the resort had placed a stop sale The only room we could offered at that time was a Junior Suite, which the client agreed to book, per the terms and conditions (see attached) of CheapCaribbean10/After reviewing her request we contacted the resort to see if they (at this time) had available allotment for two deluxe roomsThey confirmed that they had We immediately then contacted the client to offer the option of Deluxe rooms in addition to refunding the difference in room catagories to her credit card on file A refund of $was then processed to the clients card on file Once again, we reiterate our sincere apologizes for any inconveniences they may have encounteredOur aim is always to provide the best service and we hope that they will give us another opportunity to prove this

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 will confirm if my refund is appropriately processedThank you for your help Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: While it is true I did receive a document after I booked the vacation it did not have the flights I had originally selected I am not asking for anything at this time other than for them to provide better customer sercice I admit I should have more closely reviewed the bookin at that time but it doesnt mean that they should not make an effort to help when an error has occurred I made the assumption that what I originally selected was what I got but they were no help at all Good customer service gets passed along bad customer service gets passed even farther anf faster No business should have a good Revdex.com rating with this many complaints where only a fraction were actually resolved Bad customer service = bad business Regards, [redacted] ***

At this time no further compensation is being offered Our position remains the same

We have been in contact with [redacted] As of yesterday (9/11/14) remarked the clients [redacted] that a refund is in process Typically it can take anywhere from 6- weeks to receive the confirmation of the amount to be processOnce we are able to confirm the offered refund amount we will notify the clients and post the refund offer to the credit card on file

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I did contact CC regarding my concerns about this property due to the posts on Trip AdvisorOn both calls I was assured that there was not an issue with Property During my second call I inquired about transferring me to a different resort on the Island and was advised they were all full Cheap Caribbean at no point told me that I would need to go through Insurance to CANCEL Even if I did cancel, I would only receive a 75% refund This was a Christmas and 25th Birthday gift to my daughter Please refer to the below documentation on Cheap Caribbean's site: They are continuing to PROVIDE AND MISLEADING INFORMATION ON THIS RESORT Please see attached word documentThe review is day after we returned home and we did not write it Cheap Caribbean in the attached document states that this is THEIR RATING! Please let me know if you cannot view the attached documentation Regards, [redacted]

After review of the case, the following actions were taking by CheapCariibean.com: The clients booked a reservation online on 9/5/ The clients purchased round trip airfare from to PHL to FPO, night stay at the [redacted] All Inclusive Beach The clients purchased two reservation #= pax and #= Pax to travel 3/29/thru 4/2/at a total cost of & $ A trip cost breakdown is as follows: #- passenger $Hotel $Airfare $Transfers $Insurance (pax covered, pax opted not to take the insurance) $ Deposit $3465.65Total Package #- #passenger $Hotel $Airfare $Transfers $Insurance $ Deposit $Total Package During the online booking process the client was required to "Click and Agree" to our nonrefundable Terms and Conditions If these Terms are not agreed to then the booking not a processing and the credit card not a charging Our Terms specifically state: This vacation is nonrefundable and nontransferable Changes or cancellations will be charged a $per-person fee, a $per-ticket airline fee, and up to a 100% hotel penaltyA 100% penalty will be charged for No Show reservations CheapCaribbean.com must be notified of any changes or cancellations and the customer is responsible for any increase in price resulting from changes Upon cancellation, Future Credit Vouchers will be issued less fees and will expire one (1) year from book date Passengers are responsible for providing proper travel documents needed to travel http://travel.state.gov/passport/ CheapCaribbean is not responsible for denied boarding due to improper travel documents Customers are responsible for any additional airline baggage fees, ticketing fees, pre-assigned seating, incidentals at resort, charges, taxes, entry/exit fees and assessments resulting from purchase (View airline fees) You agree these fees may be subject to change at any time Services are provided "as is" without warranty of any kind CheapCaribbean.com has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expense, omissions, delays, re-routing, acts of terrorism or acts of any government or authorityCheapCaribbean.com, Incand its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from You agree to defend and indemnify CheapCaribbean.com, Inc., its affiliates, and/or their respective suppliers and any of their officers, directors, employees and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature Your use of this Website constitutes your agreement to all such terms, conditions, and notices found below, as well as the CheapCaribbean.com Terms of Use located on our website at www.cheapcaribbean.com/terms.jsp Unless you file any claim you may have with CheapCaribbean.com within days after the termination of this trip, all parties are released from further liability Charge Now: $USD Charge on 08/03/2014: $USD Total Price: $USD Total Price: $USD Balance $ I have read, accept, and agree to abide by CheapCaribbean.com's Terms and Conditions 3/29/12:16am client contacted us while in destination due to an incident with other guests at the resortWe emailed the resort at this time to provided assistance and also to see if penalties can be waived for early check out 3/30/3:42pm the passenger mother’s call to get a status of the situation We advised we were waiting on a response from the [redacted] to see if early check out penalties could be waived Was asked if she know if the girls filed out an incident report with the resort She was not aware they hadShe mentioned that one of the girls had an injuredThe agent then transfers her to the insurance company for further assistance 3/30/4:49pm Agent then spoke to the client, they think the resort is unsafe They did file an incident report and they were requesting to move to another propertyThe other guests have already checked out of the resortAdvised that [redacted] was waiving the early check out penaltyWe advised the client that we had confirmed availability with [redacted] ResortQuoted them an additional $to moveThey refused to pay itThey wanted to come home, but refused again to pay the change fee or the difference in costWe also advised being the resort had waived penalties we could offer a refund for the unused nights This way they had he option in looking for another resort themselves, but again they refused this option 3/30/at 5.55pm the agent had the client and the mother on a way callThey were displeased with the options provided: buy a flight home for tomorrow, relocate themselves and we can refund for the unused night at the *** The client request to speak to another agent and after placing her on hold the call disconnectNo further call back from the client or her mother at this time 3/31/an email was sent to the clients outlining option available: Reservation ID [redacted] To: [email protected]; 11:AM Good Morning, This is a follow up email to our conversations yesterdayPlease be advised that we can move you to a different resort, the [redacted] Grand Bahama and waive the $50/person change fee for the move, but you will be responsible for any additional cost for the new resortAlso, we can price out new flights for you to come home earlier then your scheduled flight on Sunday but the $200/person change fee and any additional price for the new fare will applyWe can also refund you for the unused nights if you decide to check out from the [redacted] beach, and you can find a resort on your own to stay at until Sunday Please let us know if you would like to proceed with any of the above options Sincerely, CheapCaribbean.com Reservations Email response from client: From: [redacted] [mailto:[email protected]] Sent: Saturday, April 02, 11:AM To: CheapCaribbean Reservations Subject: Re: Reservation ID [redacted] I have a question, why when we asked if the travel insurance would cover us going home early we were informed no? According to your documents you sent to us it states if there's a medical issue we are entitled to have anytime trip cancellationIn addition our friend was made to pay the hospital over $for her hospital visit to get a cast for her broken wrist and had to pay for transport for there and was told she's be reimbursedIs this correct? I've attached the paperwork that states your policy CheapCaribbean.com’s response; From: CheapCaribbean Reservations Sent: Saturday, April 02, 11:AM To: ' [redacted] ***' Subject: RE: Reservation ID [redacted] Good afternoon, We had been informed that there was a fight, and that was how the injuries occurredIf you would like to contact the insurance company and see if this is covered, the phone number is ###-###-#### or ###-###-####.CheapCaribbean.com cannot say what will or will not be covered, but you are more than welcome to pay the price to come home early and then file a claim with the insurance company and they can make a decision based on their policies as to wither they will reimburse you or not Thank you Office: ###-###-#### Fax: ###-###-####Email: [redacted] No further assistance was requested from client at this time The client is fully responsible for this charge The client purchased this vacation online where the insurance policy information on coverage was provided prior to purchaseThe client clicked and agreed to our nonrefundable Terms and Conditions at the time of booking All remaining services that the client purchased was a renders in full per the Terms and Conditions that the client clicked and agreed to during the online booking process Please see the attached documents including the Travel Document, the Terms and Conditions and [redacted] Standard Insurance coverage that where agreed to by the client at the time of booking Once again, we reiterate our sincere apologizes for any difficulties they may have encounteredOur aim is always to provide the best service and we hope that they will give us another opportunity to prove this

After review of the case, the following actions were taken by CheapCaribbean.com: • The client booked a vacation with a CheapCaribbean.com representative on 8/18/ The client purchased round trip airfare from [redacted] to [redacted] for nights stay at [redacted] *** The client purchased this vacation for passengers traveling 10/10/– 10/13/at a total cost of $ Package costs breakdown is as follows: $Hotel ($per night) $– Airfare $ – Promo $Total • During the online booking process the client is read the terms and conditionIf these Terms are not agreed to then the booking is not processed and the credit card is not charged “By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the p Terms of Use appearing on our website as posted at www.cheapcaribbean.com/terms.jspand that all passenger name information exactly matches your official documentsPlease note that once I submit your reservation, the entire amount will be charged to your credit cardOnce charged, it is non-refundableChanges to or cancellation of your reservation will incur a $per person fee, plus any applicable air and resort penalties and any increase in price resulting from the changeUpon cancellation, a credit towards future travel will be issued for the balance remainingHurricane and Weather insurance is not included in this package, however comprehensive illness and injury insurance is available, as well as an enhanced ‘Cancel for Any Reason’ plan, both of which include the weather insurance coverageThe Standard illness and injury coverage is available for purchase up until hours prior to departure, however, the enhanced ‘Cancel for Any Reason’ plan must be purchased today; this enhanced insurance is not available for purchase at a later dateYou the customer are responsible for any additional airline baggage fees, pre-assigned seating, incidentals at the resort, and entry or exit fees resulting from purchaseLastly, it is your responsibility to ensure that you have the proper documents to enter, connect through, or stop in the destinations on your itineraryCheapCaribbean.com is not responsible for denied boarding due to improper documentationPlease note, it is your responsibility to confirm your flights directly with the airline hours prior to travelDo you agree to these terms and conditions?” -The client must agree before you proceed with the booking In review of the reservation: 10/we were contacted the client that he did not check in on timeAt this point we reviewed all optionsWe advised client that he would in this case need to purchase his outbound flight and would be able to keep his return with [redacted] as previously bookedWe provided flight options and cost associated with the flightsWe also at the same time contacted the resort to hold his reservation The client spoke again to [redacted] for alternative optionsSince the client did not wish to purchase additional flights with an alternate carriers and declined the re-protection flights offered by [redacted] for Saturdays travel the client decided to cancel At this time all penalties appliedFull air penalties applied along with a night resort penalty Client was then issues a CheapCaribbean.com Future Credit in the amount of $(see attached) **(We later found this amount to be an error on our part as the credit should have been issued for less in the amount of $The client was not informed of this since it was an error on our part) Per CheapCaribean.com Travel Voucher (see attached) : It is strongly suggested that all passengers arrive to the airport at least 1/hours prior to departure to ensure proper check-in Per [redacted] Airlines Website: CheTime You and your baggage must be checked in for internationalflights at least one hour prior to departureWe strongly recommend coming to the airport earlier during peak travel times, such as holidays, because those lines are long...everybody wants to go Per CheapCaribbean.com Terms and Conditions (see attached) : CHANGES, CANCELLATION, PRICING, FEES The credit card holder must call CheapCaribbean.com to change or cancel any portion of the reservationWe are not responsible for any changes or modifications that are made to the reservation without our assistanceChanges to, or cancellation of, any portion of the reservation will be assessed a $per adult (age and above) fee, plus any hotel fees up to 100%If changing or canceling a published flight, a $per person, per airline fee will be assessedChanges or cancellations to a charter flight days prior to departure will incur a $per person feeChanges to a charter flight 44-days prior to departure will incur a $per person feeChanges to a charter flight 30-days prior to departure will incur a $per person feeChanges to a charter flight 7-days prior to departure will incur a $per person feeCancellations to a charter flight 44-days prior to departure will incur a $per person feeCancellations to a charter flight 30-days prior to departure will incur a 100% cancellation feeIf cancelling, after fees are applied, a Future Travel Credit will be issued for the balance remainingIf making a change, you will be responsible for the above fees, plus any increase in cost resulting from the change On 10/our Customer Care Department received an email from our clientOnce reviewed we sent him the following response: From: Customer Care Sent: Tuesday, October 14, 8:AM To: '[email protected]'Subject: RE: Booking Cancellation [redacted] Re: Booking # [redacted] Dear [redacted] , Your reservation has been forwarded to the Post Travel Customer Care Department for further assistanceWe apologize in advance for any issues that you may have experiencedWe have reviewed your reservation in full, regarding your situation with the missed flights on [redacted] AirlinesAs per the conversation that you had with our office on October 10, 2014, you have advised that you arrived to the airport one (1) hour before your scheduled departure timePlease be advised that, for international flights, all travelers must be at the airport at least to hours prior to the scheduled departure time, in order to ensure boardingIn addition, we are showing that several options were provided by our Concierge staff, regarding a re-scheduling of your tripWhile we do realize that these additional options were with an increased cost, our staff did assist you to the best of their abilities in an attempt to reschedule your tripManagement staff at CheapCaribbean.com fully reviewed your situationAs the delays you experienced were in no way caused by CheapCaribbean.com or [redacted] Airlines, there is no further action that we would be able to take regarding this incidentWhile we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experience Thank you again for choosing CheapCaribbean.com! Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this No further compensation is being offers at this time Attached: Client Travel Documents CheapCaribbean.com Terms and Conditions Clients Future Credit

Again,CheapCaribbean.com has pursued this as far as we can with a third party in order to best assist our clientUnfortunately we cannot decide what is or is not covered under said policy being that we are not the insurerThe clients can continue to pursue this with [redacted] Insurance Our position at this time remains the same

After review of the case, the following actions were taken by CheapCaribbean.com:The client booked a vacation with a CheapCaribbean.com representative on 7/24/15The client purchased round trip airfare from 7/31/to 8/7/for nights stay at [redacted] Punta Cana and Round Trip Airport TransfersThe client purchased this vacation for passengers to travel 7/31/– 8/7/at a total cost of $4287.12A trips a costs breakdowns is as follows:$– Hotel ($XX per night)$– Airfare$-– Promo$Total During the online booking process the client is read the terms and conditionsIf these Terms are not agreed to then the booking is not processed and the credit card is not charged “By making this reservation today with CheapCaribbean.com, you agree that all travel packages are governed by the Terms of Use appearing on our website as posted at www.cheapcaribbean.com/terms.jspand that all passenger name information exactly matches your official documentsPlease note that once I submit your reservation, the entire amount will be charged to your credit cardOnce charged, it is non-refundableChanges to or cancellation of your reservation will incur a $per person fee, plus any applicable air and resort penalties and any increase in price resulting from the changeUpon cancellation, a credit towards future travel will be issued for the balance remainingHurricane and Weather insurance is not included in this package, however comprehensive illness and injury insurance is available, as well as an enhanced ‘Cancel for Any Reason’ plan, both of which include the weather insurance coverageThe Standard illness and injury coverage is available for purchase up until hours prior to departure, however, the enhanced ‘Cancel for Any Reason’ plan must be purchased today; this enhanced insurance is not available for purchase at a later dateYou the customer are responsible for any additional airline baggage fees, pre-assigned seating, and incidentals at the resort, and entry or exit fees resulting from purchaseLastly, it is your responsibility to ensure that you have the proper documents to enter, connect through, or stop in the destinations on your itineraryCheapCaribbean.com is not responsible for denied boarding due to improper documentationPlease note, it is your responsibility to confirm your flights directly with the airline hours prior to travelDo you agree to these terms and conditions?” -The client must agree before you proceed with the bookingIn review of the reservation:7/24/14The client calls to discuss with the agent after she had done some of her own research onlineThe client and agent discuss restaurant options, kid’s activities and room categories.The client asked the agent what resort she would recommend one over the otherThe agent doesn’t really sway either way but says “they are both good choices The client said she saw ok reviews online for both resorts Client then says she like a specific flight on [redacted] that see saw online She was looking more for a package price under $ The client sees the package price of $4287online, asks if there are any additional discounts available with the agent Agent advised she is apply an offer of $ Client says to the agent that she needs to book the reservation today After further view the client then agrees to book the [redacted] Punta Cana.7/30/client called and added on shared transfers at an additional cost of $– a new set of documents were sent to the clients reflecting the change = Reflecting a total package charge of $4383.12In order us to maintain excellent customer care, CheapCaribbean.com records every agent’s telephone calls with our customers At no time during any of the calls do we feel the agent pressured the client into bookingThe client had calls with many questions about booking a package and the agent provided as much as assistance as possible in attempt to help the client narrow down her options.Once again, we reiterate our sincere apologizes that the resort did not meet the clients’ expectationsIt’s difficult to resolve some issues once the client has returned from their vacation and the services have been renderedAgain, the best way to resolve these types of issues is to address them fist with the resort while in destinationIt’s easier to show or express what is wrong and what the client wants fixed, right then and thereIf satisfaction is not reached we then suggest of course contacting us for further assistance We found not record of the clients contacting us while in destination for any additional assistance Attached is two full set of travel documents provided – one for the original booking and one when transfers were added to her reservation on 7/30/ Attached Terms and conditions On behalf of the client we have forward the client complaint to be reviewed by the Management at [redacted] Punta CanaPlease be advised that post-travel issues can take up to 10-business days for a resolutionWe will contact the clients once the resort has concluded their inquiry.Our aim is always to provide the best service and we hope that they will give us another opportunity to prove this.No further compensation is being offers at this timeAll services are rendered in full.Best regards, Melanie R [redacted]

After review of the case, the following actions weere taken by CheapCaribbean.com: The clients attempted to book a vacation online on 3/3/ Multiple credit cards were being used for the purchase Our records indicate that attempts were made using our client credit card for partial payment when booking the “Deal of Fortune Montego Bay” vacation package Each time our client’s card was given an approval – see below However funds were not never collected from this credit card as other credit cards used to create the purchase of reservations were declining When a booking is not successfully charged all prior charges are voided – see below Below is proof of the charges and immediate voids in each case BOOKING [redacted] – VOIDED Transactions Created Provider Type Desc ApCode Transaction ID TypeEx Amount ($) 2016-03-18: (id: 2) Orbital initial charge [redacted] - Approved(ac: APPROVED) [redacted] - [redacted] Default 2016-03-18: (id: 2) Orbital initial charge's void [redacted] - SUCCESS [redacted] - [redacted] Default Booking – VOIDED Transactions Created Provider Type Desc ApCode Transaction ID TypeEx Amount ($) 2016-03-19: (id: 2) Orbital initial charge [redacted] - Approved(ac: APPROVED) [redacted] - [redacted] Default 2016-03-19: (id: 2) Orbital initial charge's void [redacted] - SUCCESS [redacted] - [redacted] Default Booking [redacted] - VOIDED Transactions Created Provider Type Desc ApCode Transaction ID TypeEx Amount ($) 2016-03-19: (id: 2) Orbital initial charge [redacted] - Approved(ac: APPROVED) [redacted] - [redacted] Default 2016-03-19: (id: 2) Orbital initial charge's void [redacted] - SUCCESS [redacted] - [redacted] Default We see that the client is stating there were four chargesHowever we see our records only indicating threeIf the client has any further concerns we ask for them to contact us directly for further assistance Our aim is always to provide the best service possible

CheapCaribbean has refunded the clients airfare in full after receiving confirmation directly from [redacted] The following notification email was sent to the clients today: From: Customer Care Sent: Wednesday, May 04, 4:PM To: [redacted] Subject: CheapCaribbean.com [redacted] - [redacted] Refund ________________________________________________________________________ [redacted] Doylestown, PA Phone: ###-###-#### [redacted] Fax: ###-###-#### May 4, Re: Booking # [redacted] Dear Mr***, We would first like to take this opportunity to thank you for your patience while we received a response from [redacted] Our goal is to provide each and every client the best vacation at the best price and we want nothing more than for you to enjoy the vacation that you booked with CheapCaribbean.com and we are very sorry to hear of your disappointment with [redacted] It is unfortunate when situations and circumstances beyond our control occur amongst the various airline carriers that we offer on our websiteCheapCaribbean.com has received confirmation from [redacted] with an offer to refund your airfare under the Zika refund policyThe refund will be processed to your card on file in the amount of $Please be advised that it can take up to 7-business days for the refund to show on your credit card, depending upon your financial institutionPlease note: The former CheapCaribean.com Future Credit Voucher (airline credit) that was issued has since been voided due to the refund offer aboveWhile we cannot change the past, it is our sincerest hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide you with a much more positive travel experienceThank you again for choosing CheapCaribbean.com! Warm Regards, Customer Care Department | www.CheapCaribbean.com Toll Free: ###-###-#### | Fax: ###-###-#### Office Hours: Mon-Fri 9am-8pm EST Once again, we reiterate our sincere apologizes for any difficulties they may have encounteredOur aim is always to provide the best service and we hope that they will give us another opportunity to prove this

We apologize for the delay in our response At this time the resort is currently reviewing our mutual clients concernsOnce reviewed and a response is received from the resort we will be notifying the clients directly of their response

We truly are sorry for the issues that the clients felt to have encountered however at this time our position remains the same