D.F.Y. Travel Reviews (%countItem)
D.F.Y. Travel Rating
Address: 3540 Crain Hwy # 183, Bowie, Maryland, United States, 20716-1303
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I made travel arrangements with Marilyn S DFY Travel LLC, for a trip to Montego Bay, Jamaica for my daughter's high school graduation. I paid $925 toward the trip scheduled for June 27-July 1, 2020. Due to the nations mandated travel restrictions and the unprecedented guidance surrounding the COVID-19 global crisis, I cancelled the trip on March 13, 2020. After receiving my cancellation, Ms. S sent me an email stating my refund amount was $175 of the $925 I had paid toward the trip because $750 was non refundable. I do not agree with this since my reason for canceling was out of my control and not my fault due to the virus that has impacted us worldwide and I was following the guidance presented by the POTUS, CDC, and TSA which DFY Travel LLC also adheres to according to the Travel Resources and Alerts information found on her website which states, 'Jamaica travels is operating at LEVEL 4, DO NOT TRAVEL status.' To date, the trip has been cancelled and Ms. S has not returned any money to me.
As a business owner my goal is to achieve 100% satisfaction from my customers. It is extremely unfortunate that a lack of understanding the terms and conditions agreed to resulted in my business practices being questioned.
I would like to start with facts of the booking:
I was contacted by the group leader in July 2019 to put together a trip as a celebration for various milestones. The terms and conditions (t&c) were presented multiple times during the booking process each time acceptance and understanding of the t&c were requiredTerms and Conditions: Deposit is non-refundable and non-transferableMaking your reservation for this package signifies your acceptance of our terms and conditions - click here to view full termsAdditional rooms above the initial block secured are based on availability and offered at prevailing rates unless authorized by the resort.You may prepay at any time without penalty however the trip must be paid in full no later April 15, 2020.Your reservation is made based upon your requested occupancy level. Should the occupancy change after the booking is confirmed, the remaining roommate(s) agree to find a replacement roommate, agree to pay the revised rate or cancel also.All payments (excluding non-refundable and non-transferable deposit) paid are refundable until 4/15/2020. The purchase of travel protection is recommended to protect your financial investment
Prior to the actual submission of deposit payment, the t&c were repeated again:Terms & Conditions
I authorize DFY Travel LLC to charge the credit/debit card indicated on this invoice for the noted amount on today's date.By submitting this payment, I understand the deposit is non-refundable and non-transferable.In addition I understand and agree to terms and conditions of both DFY Travel LLC and the travel suppliers used for the itinerary.This payment is for the services described on the invoice.I understand refunds and cancellations are in accordance with the stated terms.I was offered travel protection upon booking this tripI certify that I am an authorized user of this credit card and that I will not dispute the payment with my credit card company, so long as the transaction corresponds to the terms indicated on this invoiceStarting in September 2019 each person received a monthly statement that clearly indicated the deposit was non-refundableEach reservation within the group was offered and advised to purchase travel insurance to protect their investmentThe group trip has NOT been cancelled the trip however has been postponed until June 2021The complainant indicates the purchase date was 1/1/2020 however the complainant secured a reservation within the group on 8/28/2019, the date the t&c were acknowledged and the deposit paid. The recommendation to purchase travel protection was accepted by the complainant and information provided on 8/29/2019. To my knowledge the complainant did not complete the purchase of travel protection. The initial group package was land only – however several group members requested I add flights to the itinerary so they could also make payments on that component. I secured a group flight for them with the following conditions: initial deposit was non-refundable with at least 10 people. The complainant submitted deposit and agreed to terms for the group flight on 1/9/2020.
On March 8,2020, I updated the group via email with an updated cancellation policy which extended the cancellation date until 5/1/2020 but reiterated the deposit remained non-refundable and non-transferable.
Cancellation reasons and associated policies are not based on fault. In accordance with CDC warnings and State Department travel levels updated March 31, 2020, the group (on April 18, 2020) decided to move the trip to June 2021. For those that cancelled and decided not to travel in 2021, the deposits remained non-refundable while any payment above the deposit is being refunded. Unfortunately due to the unprecedented number of cancellations and staff furloughs by vendors, this process takes longer than under normal circumstances. The complainant is in queue for the appropriate amount of $175.
Regards,
Marilyn S
Owner/Travel Advisor
DFY Travel LLC
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because Congress passed a new legislation titled, Cash Refunds for Coronavirus Cancellation Act which mandates airlines and third party vendors to give consumers their money back for canceled tickets/flights during the coronavirus pandemic, regardless of who made the cancellation. The legislation was signed on May 13, 2020 and is retroactive for travel on or after March 1, 2020, therefore, I am requesting a full refund of $925.00.
In response to Ms. S's reference of $175.00 being in her queue, the refund has been in the queue since her email on March 16, 2020, which stated, "cancellation processed-expect $175.00 refund in 5-7 business days."
Regards