Collette Vacations

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Collette failed their mission of notifying the customer with trip information for which there is no excuse I tried times to get the information with no response which made me suspect of Collette's handling of the trip Regards, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Collette admits to leaving me in the *** area. Future travels should be well advised of this negligence as Collette did not assume responsibility of counting all travelers prior to departing the site. Credibility is always questioned when a company refuses to put information in written format and wants a phone numberRed flags evident. Additionally, numerous complaints previously made to Revdex.com. Clearly not reputable.
Regards,
*** ***

Revdex.com:Hi,I have read their responseIt is obvious that they will do nothing for usAlthough they did schedule the flights, NO ONE called us to tell usWe found out about our flightfrom *** to the US after we got out ticket in ***Not in ***, in ***So again, I have no faith in their word as they are wrongI had to take it upon myself to find out what happenedNot one call to any of us, NOT ONE! Were we to sit around and wait for a desk clerk at a hotel to tell uswhat to do next! NO, it was their responsibility to contact us, not my responsibility to contact them.They had the option to get us to another airport yet chose the CHEAP way out.I can see they will do nothing to mend their broken customer service and to make restitution for abandoning us in EUROPEThat's fine, You can close this matter but trust me when I say that EVERYONE and EVERY SITE that has to do with travel will not only hearmy story but the other people's stories as well.I hope they enjoy the attention
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Thank you for bringing this to our attentionWe have removed Ms*** from our email and mailing distribution listsPlease let us know if we can be of any additional assistance

As concerns *** ***'s letter of complaint dated 11/24/2017; Ms*** purchased her trip through *** Travel, who in turn booked with Collette Tours Canada Ltd(dba Collette) in OntarioWe would ask Ms*** to direct her complaint to the relevant chapter of the Revdex.com in
OntarioIf you require any further information, please do not hesitate to contact us at ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
First of all it was up to Collette to get us out as soon as possibleWe were lied to as telling us they couldn't split us up and then they didThey also had the option of getting us into anothercountry to get us out of that nightmare and they chose not to do it.I purchased insurance for the tripNo idea what insurance they are talking about but I paid $100+ for the insurance I did buyBecause they didn't take the options they couldhave and I DID their job and the CWF reps job, I should be paid for doing THEIR JOB! When I was told "well we have so many people stranded" was just the last strawTheyhandled everything horribly and it was their job to get us hotels, I had to do that in *** because they didn't! I had to help with getting people everywhere, they DIDN'T.How do they get paid when I'm the one who did everything for people......sorry but they didn't do their jobI want to be compensated for my time off work and ALL of the phone calls I had to makeThat $check and a voucher is insultingRegards,
*** ***

Thank you for bringing this to our attentionCollette has advised Mr*** we are going to provide compensation which will allow for a comparable *** replacementMr*** will be contacting us with an exact amount needed to replace the luggage

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***On past trips with Collette I heard from them directly. I cannot say why the information was not passed to me. I only know it was not provided to me after asking the Collette rep once and the travel rep twice. The travel rep stated she had not received the information from Collette.
On past trips with Collette I heard from them directly via e-mail. I cannot say why the information was not passed to me. I only know it was not provided to me after asking the Collette rep once and the travel rep twice. The travel rep stated she had not received the information from Collette. Because of Collette's failure to provide the info to the travelers, there should be a refund of all that was paid to Collette
Regards,
*** ***

This was a group of 34 guests who were scheduled to return home on March 20th from [redacted], Italy. Due to pilot and air traffic controllerstrikes, they were delayed in [redacted] for two days. The airline paid for their lodging and provided meal vouchers. The group was separated into three smaller groups and confirmed on three different flight schedules returning from threedifferent cities, [redacted], [redacted] and [redacted]. The group Ms. [redacted] was a part of was to fly [redacted] to [redacted] then on to Washington Dulles. Once the group arrivedinto [redacted], they were informed by the airline they have a further delay and would not depart [redacted] until the next day, March 23rd. Ms. [redacted]took it upon herself to take a leadership role with the group which is commendable. In a force majeure situation such as pilot and air traffic controller strikes, we cannot control flight availability and operating flightschedules. We do however, work with the airline to ensure our guests are protected on alternate flights.We encourage Ms. [redacted] to contact the company where she purchased her insurance policy to claim any additional expenses. Thetravel insurance was not purchased through Collette.

Thank you for bringing this matter to our attention. In November 2016, pricing and flight schedules were provided to the guests Group Leader. The Group Leader accepted the rates and flight schedules on behalf of the guests. Invoices were also sent to the Group Leader for all guests partaking in...

the group tour. The Group Leader is not an employee of Collette. Once purchased, the Travel Protection Plan is non-refundable. This plan allows for cancellation for any reason up to the day prior to departure. In the event of cancellation, all monies will be refunded less the amount paid for the Travel Protection Plan which is exactly what transpired in this case. Please let us know if you have any questions.

Thank you for bringing this matter to our attention.  We are sorry to learn that Ms. [redacted] is notsatisfied with the outcome of her concerns. We regret that the [redacted] Airlines strike along with the Italian air traffic controllers strike led to inconveniences for our guests.  These...

strikes are beyond our control and we worked in conjunction with [redacted] Airlines to re-protect all our guests on alternate flights to get them home. This guest did not purchase Collette’s Passenger Protection Plan so there is no refund due for her additional expenses. We did agree to refund her for the phone calls she made to Collette.  A check for $35 was issued to her as reimbursement for these calls. As a goodwill gesture we provided a travel voucher that can be applied as a form of payment toward a future tour and also sent her flowers as a Thank You for assisting other guests. In addition, we have contacted [redacted] Airlines to request additional travel vouchers for the group and are awaiting a response.   We are unable to honor her request for reimbursement of her time missed from work. Kind Regards,Collette

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Collette failed their mission of notifying the customer with trip information for which there is no excuse.  I tried 3 times to get the information with no response which made me suspect of Collette's handling of the trip. 
Regards,
[redacted]

The below information is verbiage from the Travel Protection Plan policy sold to our guests. We have mailed a copy of the full plan to the guest.  Pre-Departure Cancellation Fee WaiverPayment of a Per Person Waiver Fee guarantees a full refund of allpayments (including deposit), except the Waiver Fee itself, made toCollette Vacations for travel arrangements in case of cancellationof your travel plans for any reason prior to the day of departure.

Thank you for bringing this to our attention. We are aware of this situation as we have received emails from [redacted] outlining her concern. We would like to discuss this further with [redacted], however, she requires only written documentation which we have provided. [redacted] refuses to provide us with...

a phone number or contact us via phone. We conducted an investigation and discovered the following: After free time in [redacted], the Tour Manager scheduled to meet the group at 1:30pm at the clock tower.  Once the group had gathered, the tour manger counted everyone including [redacted]’s traveling companion decided to purchase a gelato on the walk back from the clock tower to the coach. [redacted] stayed behind to wait for her traveling companion who ended up going from the gelato shop to the coach. This is when [redacted] was separated from the group. An Italian gentleman called our tour manager’s mobile to find out the groups location. Our tour manager told the man she would go to the location where he and [redacted] were, but the nice man insisted on walking [redacted] to the coach. We have already communicated to [redacted] in writing, no compensation is warranted.