Cross-Culture

Dear Sir or Madam:This office represents [redacted] and his [redacted], [redacted]. The [redacted] family purchased a vacation, being an airfare and a cruise, through Cross-Culture Journeys at 12 White Pine Road, Amherst, Massachusetts 01002. The total purchase price was approximately Twenty One Thousand Four Hundred Twenty Dollars ($21,420.00). The trip was unable to be taken due to [redacted] being hospitalized for a number of days at the time the trip was to take place. Regretfully, the [redacted] did not purchase travel insurance.The [redacted] family has obtained, from.Air France, a refund of Three Thousand Dollars ($3,000.00), which was sent directly to Cross-Culture Journeys by Air France. The travel agency then kept the Three Thousand Dollars ($3,000.00), plus any of the fees and/or commissions paid to it as a result of booking the trip. In return, Cross-Culture Journeys offered the [redacted] family a Two Thousand Dollar ($2,000.00) credit for a future trip.Needless to say, the [redacted] family is extremely unsatisfied and unhappy with this resolution. Cross-Culture Journeys received all their profits, plus Three Thousand Dollars ($3,000.00), and in return offered a Two Thousand Dollar ($2,000.00) credit for future travel. This Two Thousand Dollars ($2,000.00) would also be subject, apparently, to additional fees and income to the travel agency so the net cost to the travel agency would be less than the Two Thousand Dollars ($2,000.00). To say that Cross-Culture Journeys has been less than considerate or fair would be an understatement.We would seek your assistance in resolving this matter. Please feel free to contact the undersigned attorney at the above location or the [redacted] family directly at XXXXX [redacted] XXXXX.Desired SettlementNeedless to say, the [redacted] family is extremely unsatisfied and unhappy with this resolution. Cross-Culture Journeys received all their profits, plus Three Thousand Dollars ($3,000.00), and in return offered a Two Thousand Dollar ($2,000.00) credit for future travel. This Two Thousand Dollars ($2,000.00) would also be subject, apparently, to additional fees and income to the travel agency so the net cost to the travel agency would be less than the Two Thousand Dollars ($2,000.00). To say that Cross-Culture Journeys has been less than considerate or fair would be an understatement.We would seek your assistance in resolving this matter. Please feel free to contact the undersigned attorney at the above location or the [redacted] family directly at XXXXX [redacted] XXXXX.Business' Initial Response The facts represented by the attorney for the [redacted]'s as well as the [redacted]'s themselves are incorrect.The refund that we received from Air France was $1266.43 per person, for a total of $2532.86. In order to process the refund, Air France deducted $250.00 per person fees associated with the fare as well as a $45.00 per person handling fee. In addition, Cross Culture Journeys, incurred costs to process the refund. As the [redacted]'s have clearly noted, they did not take travel insurance to protect their investment. Given that we received notice of their cancellation one week prior to their departure, there was no remedy available to them. The [redacted]'s lawyer has been attempting to strong arm us into refunding them over $3,100 without addressing the fact that we have incurred costs in handling this issue. The [redacted]'s contacted the [redacted] office and were in essence turned away. The terms and conditions of their cruise are clearly spelled out and state the cancellation penalties. Cross Culture graciously provided a credit even when the [redacted]'s were not eligible for any compensation. Instead of being happy with receiving any monies, the [redacted]'s and their lawyer have continued to try to shift the responsibility for their not protecting their cruise onto Cross Culture. Once again, just to reiterate, as the [redacted]'s lawyer wrote in this complaint "Regretfully, the [redacted] did not purchase travel insurance."Regards,