Elite Travel Inc

Initial Business Response /* (1000, 10, 2015/09/25) */
Thank you for your inquiry regarding [redacted].
Our mission Statement remains:
"Elite Travel Inc. is committed to providing the best travel value for our clients. We promise our customers service filled with excellence and Integrity,...

our personal best and consistent quality. Elite Travel Inc is people centric, service focused, and technology driven
However there are times when the agency is not at fault for the actions of our guests. Unfortunately This is one of these such situations where a consumer makes an error and will not take the responsibility of their assumptions. We have prided ourselves in excellent and quality work since 1992. We send thousands of people worldwide who experience the excellence of the Elite Travel Experience.
Ms. [redacted] does not mention a few facts.
1. Ms. [redacted] called in advising us she had done extensive research online and was familiar with schedules and pricing and policies of carriers. She requested a price based transaction, meaning she only wanted us to find a schedule which was "Cheaper" then what she had researched on her own. She also states she is familiar with minor traveling policies, however, she did not relay any requests, advice, or pricing regarding such. She only wanted us to issue a point to point transaction.
2. Ms. [redacted] stated in numerous calls to our team she did not read the dates on our quotes. Quotes are snapshot and captured and clearly show the quote from the air carrier is returning on July 13th. When a guest does not read the dates and information on her quote in detail and asks us to ticket the transaction as quoted they assume the financial issue regarding their error. Ms. [redacted] asked our agent to ticket the reservation exactly how it was on her "Quote" which clearly reads 7/13/2015 on the return.
3. After the transaction was completed a complete invoice of the order is sent. It clearly states in numerous places to review it to ensure the paperwork is correct. We never received such a call or correct from the client
and she signed the order was correct even with the date as she stated later was not correct and she was "confused".
4. The client was offered resolution regarding the date in a timely manner with options of no additional cost as well as a $70.00 per ticket fee depending on her selection.. We stressed with each call as she did not make the move or authorization to correct her mistake of authorizing the wrong dates the chance increased by the minute of price increases to resolve it. By the time she decided the fees had reached almost $500.00. We worked to ask airlines, wholesale companies and our company to assume some of the cost of Ms. [redacted]'s signage of the invoice as a gesture of goodwill, clearly stating she held the responsibility since she didn't read the dates on her quotes and signed off on them verbally and in writing. These companies as well as ourselves absorbed over $340.00 in funds for an client oversite. This does not include the hours upon hours we spent working on behalf of Ms. [redacted] to fix her authorization of a wrong travel date.
5. Elite Travel Inc. would not be responsible for any unaccompanied minor fees, as this was never a topic or a discussion our representative entered in to. Ms. [redacted] clearly states in her statement she is familiar with these policies. We feel our position is strong to support she made the assumption she knew the airlines policy and did not ask or enter into this discussion. We are not be held responsible for client assumptions regarding Unaccompanied minors when the discussion has not been held my our staff, and the client is aware of the policy.
6. Ms. [redacted] was given a pre-travel walk through sheet as well as instructions regarding the importance of contacting our agency DURING TRAVEL and WHILE at the airport with any issues. This allows us to work with our clients and airlines to work towards waiving any fees as a gesture of good in the event of any complications.
Ms. [redacted] did not contact us at the time of the airline attempting to collect the unaccompanied fee. Even with it not being our error and there never being any discussion regarding this, we could of worked with the carrier for a resolution which may of included complimentary carriage. Since we were not advised as instructed of the issue during travel, clients are advised at their document walk through they assume the fees, if we are not given the opportunity to resolve concerns during travel. No Call was made.
7. Upon her return a resolution meeting was scheduled with the Office Manager Shannon Thompson whose sole purpose is resolve any valid concerns and complaints and/or to explained our position on this matter.
Ms. [redacted] cancelled her appointment, threatened litigation and as well as "Mudslinging" in the community.
We cannot be asked to pay for fees not discussed or inquired by a client who states they have been online and are familiar with airline policies due to their own assumption. We cannot be asked to pay for fees associated with a client's neglect to read and review their dates on their quotes and invoice and who signs the order as correct even when stating in various calls it was her error, and the story changes when there is a cost involved.
With a release we are also happy to forward all the email advisements received by the client educating her on travel where she said she did not read them all. They have peoples dates of birth and so we did not upload them in this public forum