Discover Alaska

From: Don M[redacted]
font-size: small; font-family: arial;">Date: Fri, Aug 1, 2014 at 10:39 AMSubject: RE: RE: cid [redacted] / Discover Alaska ([redacted])To: [redacted] <[redacted]>
[redacted],
[redacted]’ allegation that she received no document informing her of our fees and conditions is absolutely not true.
Attached is the scan of a page from our 2014 Alaska Cruise-Tour booklet which was mailed to [redacted] and clearly states that Insurance is not refundable and that there is an administrative fee for cancellations. When we receive a booking, we in turn must submit that to [redacted] Line, enter the information in our system, and process charges to a credit card. Additional work is caused when we have to go back and cancel the booking and process a refund. That administrative charge is $150 per person, or $300 for [redacted] and her husband [redacted]. That fee is credited if they book another cruise with us within the following year. Sometimes circumstances force a person to cancel because of the date and we do not penalize them if they re-book.
The same information appears on the Terms page of our website which has a link to terms and conditions on the front page: http://www.discoveralaska.biz/terms.html
We are proud to have a very good reputation and request that you restore our rating accordingly.
Also, because of the high level of email spam claiming to be from Revdex.com, we would appreciate any future communication which is not immediately answered to be sent to us via the U.S. Postal Service.
 
Don M[redacted], VP Corporate Communications
Discover Alaska, Inc.
209 Madison St., Suite 401
Alexandria, VA 22314
###-###-####

Review: My wife and I booked a tour with Discover Alaska in July 2013 that was scheduled to begin on July 27, 2014. We paid an initial deposit of $200 that was charged to our [redacted]) credit card on July 11, 2013, and a subsequent payment of $1,476 on August 29, 2013. In early January 2014, we called Discover Alaska to advise them that we were cancelling our tour for a variety of personal reasons. We requested a full refund of the $1,676 previously deposited and a credit be issued to our [redacted] card. On April 2, 2014, we finally received a $700 credit to our [redacted] account. On April 28, 2014, we called Discover Alaska to inquire about the $976 balance on what we had previously paid them. They said we were being refunded all that we would receive explaining that an administrative fee of $300 was being withheld for my wife and I and $676 for insurance. We were never advised of any such penalties by Discover Alaska in any documents we ever received in regard to our tour. We were never advised of any such penalties by any sales representative of Discover Alaska and were never informed of such penalties when we notified them of our cancellation. The only time we were ever advised of such penalties was on April 28. We advised them of our desire to cancel our tour a almost a full eight months in advance of the scheduled tour.Desired Settlement: Full refund of the remaining balance of $976 on our [redacted] credit card!

Business

Response:

From: Don M[redacted]

Date: Fri, Aug 1, 2014 at 10:39 AM

Subject: RE: RE: cid [redacted] / Discover Alaska ([redacted])

To: [redacted] <[redacted]>

[redacted],

[redacted]’ allegation that she received no document informing her of our fees and conditions is absolutely not true.

Attached is the scan of a page from our 2014 Alaska Cruise-Tour booklet which was mailed to [redacted] and clearly states that Insurance is not refundable and that there is an administrative fee for cancellations. When we receive a booking, we in turn must submit that to [redacted] Line, enter the information in our system, and process charges to a credit card. Additional work is caused when we have to go back and cancel the booking and process a refund. That administrative charge is $150 per person, or $300 for [redacted] and her husband [redacted]. That fee is credited if they book another cruise with us within the following year. Sometimes circumstances force a person to cancel because of the date and we do not penalize them if they re-book.

The same information appears on the Terms page of our website which has a link to terms and conditions on the front page: http://www.discoveralaska.biz/terms.html

We are proud to have a very good reputation and request that you restore our rating accordingly.

Also, because of the high level of email spam claiming to be from Revdex.com, we would appreciate any future communication which is not immediately answered to be sent to us via the U.S. Postal Service.

Don M[redacted], VP Corporate Communications

Discover Alaska, Inc.

209 Madison St., Suite 401

Alexandria, VA 22314

###-###-####