Go-Today.com

Hello Sir/Madam, Go-Today has researched this request for a full refund of this reservation # [redacted] Our research has shown that Ms [redacted] , had been advised multiple times that her reservation is non-refundable This is mentioned multiple times through out the sale of this package It is also listed in our Itinerary sent to Ms [redacted] It appears the reason they did not make it to the airport in time is due to a flight she booked herself, not through go-today.com Go-today has no control in when the client gets to JFK airport to begin the trip Ms [redacted] claims she got to the airport hour before her flight departed Airlines advise that passengers should be at the airport at least hours before their flight especially when it's International Go-today does not have the ability to change flights the same day as departure We did not have any way to honor the clients request the day of her flight.In addition, it was mentioned multiple times during the booking, that the client should obtain Travel Insurance I don't know if they did or not but this is a perfect example of why clients get travel insuranceThese are the reasons why go-today is not refunding this client We are truly sorry that we can not comply with this clients request for a full refund If I can assist any further, please let me know.Best Regards, Leanne V [redacted] Customer Service Specialistgo-today.com

We strive to ensure that we offer the very best customer service and experience to our guests, and we regret to hear that you feel we did not meet your expectationsAs per our terms & conditions, all vacations booked with go-today are non-refundable, and any amendments can incur a penalty However, given the tragic circumstances surrounding the attacks in Paris, we made an exception and modified our terms and conditions We worked with the supplier’s on each cancelled booking and the funds we were able to recoup were issued to our customer’s as a future travel credit I have reviewed your reservation in detail, and can advise as follows: - Upon receiving your cancellation, we immediately cancelled all services reserved for your trip - Where possible, we negotiated free cancellation terms, and issued this amount in full back to your account to be used on a new reservation - Unfortunately, your airline tickets were the only service which we could not get a full refund – the cancelation charged incurred was $per person ($total) - The airline allowed changes free of charge for travel between 16-November only, and as your travel date fell outside of this window, your tickets incurred cancellation fees This information was clearly communicated prior to processing the cancellation At present, you have a total of $5,in your account for travel to any destination This vacation must be booked before May 2016, and for travel commencing before November Please call one of our travel experts, and they will be able to help you plan and book a new vacation, providing you with expert advice and recommendations Kind regards, Christopher H [redacted] Product Director Europe Express | go-today

Complaint: [redacted] I am rejecting this response because:In short, this is why the complaint is unresolved:- Go Today continues to scapegoat the airline.- They have not provided me with the breakdown of what I paid for.- They have not refunded the lost fares or taxes.- They did not provide full disclosure prior to booking this trip.- They misled me and did not fulfill their fiduciary duty.- They did not reasonably try to resolve these issues as they were happening, or even now after the fact.- I expected better service from such a well reviewed company.- The fact is, I could have been on the next flight to Berlin, not lost a night, and not have had to pay for extra flights that were included in the already-paid-for trip package.- I never would have agreed to booking had I known all of the factsI would never give up my autonomy as a traveler in such a way.We were never made aware the status of our tickets as restricted nor given information on the tickets and their attached rulesThe issue was not whether the ticket held any value, it was the airline could not access the ticket information that stated what the value was – information that the airline needed in order to reissue/reinstate the tickets I mentioned this to them several times via email and the airline’s direct request for said information was ignored We stated this issue at the very beginning, at the Turkish airport, all the way to the end after speaking with Turkish Airlines at the Paris airport which Go Today had so adamantly told us to do I’m still upset and confused as to why it took so long to contact the Air Manager This was a state of emergency for us, yet handled so casually by the agency entrusted with operating this trip If the air manager was aware of everything going on, then why did they not help sooner Why is it over a week later (and only days before our flight home) that we hear of the air manager figuring something out? Also, if Go Today claims that the airline did indeed have access to our tickets, I’m not sure why they (the agent(s), or the air manager) did not reach out to them directly since I clearly wasn’t getting anywhere on my ownTo say “The explanation provided by the airline that they were unable to access the ticket is false” is an allegationThey are absolving themselves of any responsibility by insinuating that Turkish Airlines lies to its customers That’s completely unfair since several representatives, multiple departments, and supervisors at two airports tried to access our tickets and re-assign us to the flights I tried to speak with as many people as possible just to make sure that I wasn’t being misled by one person I tried so many ways, the airline refuses to spend any more time or speak with me on the matter as they too have exhausted multiple optionsThey have absolutely no reason to lie about having access and I have absolutely no reason to lie about what Turkish Airlines staff said to me Again, if Go Today felt that the explanation provided was false, why did they not reach out on their own to resolve the matter? After all, a travel agency is a legal agent of both the traveler/consumer and the provider of travel services (in this case, the airline)If Go Today wants to claim that Turkish Airlines was providing information, I’ll need to see proof of that I’m confident that any investigation will turn up notes and transcripts inability to access the tickets, and thus their inability to assist us Go Today could have contacted Turkish AirlinesGo Today could have connected us with the Air Manager sooner Go Today could have disclosed the rules and restrictions prior to our booking Go Today could have had the correct emergency contact information They did not do any of thisInstead they left us stranded with unknown outcomes and kept us in a state of panic just to offer us extremely high priced tickets back home days before our intended return date Then they stopped responding to us all togetherThey beyond failed us as a travel agency and demonstrate a lack of value for customer loyalty and satisfaction I wish I was writing a great review about how helpful and amazing they were for us Instead, this.Thank you so much for working on this! Sincerely, [redacted] ***

Complaint: ***
I am rejecting this response because: I agree, they advised us to work directly with airport staff from the onsetThe implication is that the airline would be able to help usThe airline attempted to put us on the following flight but could not access our ticketsI’d never heard of a restricted ticket until that pointThey called their headquarters as well, which was also unable to access our tickets to change or reissueGo Today told me to communicate with Turkish Airlines, and Turkish Airlines told me they needed access that only the travel agency could giveNot only did I work with staff directly, I filed a form online and spoke to several representatives over the phone- all of whom told me they needed access to our tickets or would otherwise be unable to reissue our ticketsI don’t see what motive the airline had in not helping us resolve the issue. If they had the access the agency claims they did, then we would have been able to board the next flight, not lose a night in Germany, not spend an extra night in Turkey, and not have to buy new tickets to Berlin.I agree that the agency responded on Sunday 11th, but they were not open as per their hours listed in the information packet under the emergency sectionWe waited at the airport to call them only to get automated messagesI was literally strandedBy the time someone responded, it was to say they are closed on Sundays and there is nothing they can doThat doesn’t make senseI trusted the travel agency to act as the liaison between the relevant travel components and myselfInstead, I was basically told I was on my own which is not rightI still don’t understand how our flight home was cancelled even though we were trying to rectify the situation before the original flight to Berlin took off.Since I was told to work with the airline, I did my best to resolve my problem of not having a flight home with themWhen I got to Paris on Dec 22, I spent the entire morning speaking directly with more agents who were also rendered powerlessThey could not access more than the time and date of my ticket, but they needed pricing informationThey attempted to contact Go Today and Europe Express from the airport but never received a responseI had emailed Tonya on Dec in preparation for the ticket agents, asking for the fare information that might help the airline, since they were the only ones who could help after all. In response, I was told that she had just spoken with the airline manager and offered the two mentioned ticket optionsI have a severe problem with why said airline manager wasn’t contacted sooner and if that was a possibility, why was I so consistently urged to speak with the airlines? I rejected the offers because I was more or less shocked they were trying to make me pay for a new ticketThey waited over a week to speak with this manager which wasted our time and added to the frustrationIt seemed to me that Go Today was trying to get us to pay more. Essentially, I feel as though I was given the go-around in every way. I used Go Today for the convenienceHad I known the hassle, I would have just booked it myself.In regards to the flight we missedThere were more factors that go into the cheissue than the daylight savings timeAs our phones were connected to cell towers, there was no reason for us to suspect our clocks were wrongThe facts they stated are interesting but irrelevant as we are not disputing the occurrence of daylight savings timeTo clarify, we were checked in online and just unable to print our tickets beforehandThere was a terrorist attack the day prior to our flight very close to usThis directly caused us to be late stuck in traffic and extra security precautions so even without the issue of time change, we were stuckThis is not a fault of our own, the airline was trying to get us on the next flights but as Go Today has said, they (Go Today) are the only ones whom can access our fare and ticket informationThey would not send this information to us or respond to the airline representativesSo by their own actions they completely stranded us without any ability to get our tickets reinstated like they were directing us to doThey have contradicted themselves time and time again and have not been of any real helpEven if the tickets they were speaking of held no monetary value, they had the information of price paid and would have been able to be reinstated for a fee from the airlineBut yet again, Go today was more than unhelpful and showed no real desire to help us resolve the situationI lost time and money and would like the agency to correct the charge to reflect the subtraction of the unused fares/fees/taxes.Please let me know if any additional documentation is necessaryI have screenshots and scans but wasn't sure if I should include them here
Sincerely,
*** ***

Thank you for sharing this complaint with Europe Express.  Our client Ms [redacted] wanted to cancel her trip under Res [redacted] Due to a medical necessity.  She was cleared to fly again after surgery.  Ms. [redacted] was upset about not getting through on our phone lines.  Since then...

we have spoken to her and been in email contact with her multiple times.  Her issue has been resolved as she is now booked on the Res # [redacted].  The funds from the previous booking were transferred to the new booking less the penalty fees.  Ms. [redacted] is aware of those fees  This issue has been resolved to the clients satisfaction.  If you have any further questions, please don't hesitate to contact me directly at [email protected] or via phone at 800-927-3876 Ext [redacted].

We strive to ensure that we offer the very best customer service and experience to our guests, and we regret to hear that you feel we did not meet your expectations. As per our terms & conditions, all vacations booked with go-today are non-refundable, and any amendments can incur a penalty....

However, given the tragic circumstances surrounding the attacks in Paris, we made an exception and modified our terms and conditions.  We worked with the supplier’s on each cancelled booking and the funds we were able to recoup were issued to our customer’s as a future travel credit.
 
I have reviewed your reservation in detail, and can advise as follows:
 
-          Upon receiving your cancellation, we immediately cancelled all services reserved for your trip
-          Where possible, we negotiated free cancellation terms, and issued this amount in full back to your account to be used on a new reservation
-          Unfortunately, your airline tickets were the only service which we could not get a full refund – the cancelation charged incurred was $539.85 per person ($2159.40 total)
-          The airline allowed changes free of charge for travel between 16-22 November only, and as your travel date fell outside of this window, your tickets incurred cancellation fees.  This information was clearly communicated prior to processing the cancellation
 
At present, you have a total of $5,180.60 in your account for travel to any destination.  This vacation must be booked before 18 May 2016, and for travel commencing before 18 November 2016.  Please call one of our travel experts, and they will be able to help you plan and book a new vacation, providing you with expert advice and recommendations.
 
Kind regards,
Christopher H[redacted]
Product Director
Europe Express | go-today

Hello Sir/Madam,  Go-Today has researched this request for a full refund of this reservation #[redacted].  Our research has shown that Ms. [redacted], had been advised multiple times that her reservation is non-refundable.  This is mentioned multiple times...

through out the sale of this package.  It is also listed in our Itinerary sent to Ms. [redacted].  It appears the reason they did not make it to the airport in time is due to a flight she booked herself, not through go-today.com.  Go-today has no control in when the client gets to JFK airport to begin the trip.  Ms. [redacted] claims she got to the airport 1 hour before her flight departed.  Airlines advise that passengers should be at the airport at least 3 hours before their flight especially when it's International.  Go-today does not have the ability to change flights the same day as departure.  We did not have any way to honor the clients request the day of her flight.In addition, it was mentioned multiple times during the booking, that the client should obtain Travel Insurance.  I don't know if they did or not but this is a perfect example of why clients get travel insurance. These are the reasons why go-today is not refunding this client.  We are truly sorry that we can not comply with this clients request for a full refund.  If I can assist any further, please let me know.Best Regards,   Leanne V[redacted]Customer Service Specialistgo-today.com

Complaint: [redacted]
I am rejecting this response because:In short, this is why the complaint is unresolved:- Go Today continues to scapegoat the airline.- They have not provided me with the breakdown of what I paid for.- They have not refunded the lost fares or taxes.- They did not provide full disclosure prior to booking this trip.- They misled me and did not fulfill their fiduciary duty.- They did not reasonably try to resolve these issues as they were happening, or even now after the fact.- I expected better service from such a well reviewed company.- The fact is, I could have been on the next flight to Berlin, not lost a night, and not have had to pay for extra flights that were included in the already-paid-for trip package.- I never would have agreed to booking had I known all of the facts. I would never give up my autonomy as a traveler in such a way.We were never made aware the status of our tickets as restricted nor given information on the tickets and their attached rules. The issue was not whether the ticket held any value, it was the airline could not access the ticket information that stated what the value was – information that the airline needed in order to reissue/reinstate the tickets.  I mentioned this to them several times via email and the airline’s direct request for said information was ignored.  We stated this issue at the very beginning, at the Turkish airport, all the way to the end after speaking with Turkish Airlines at the Paris airport which Go Today had so adamantly told us to do.   I’m still upset and confused as to why it took so long to contact the Air Manager.  This was a state of emergency for us, yet handled so casually by the agency entrusted with operating this trip.  If the air manager was aware of everything going on, then why did they not help sooner.  Why is it over a week later (and only days before our flight home) that we hear of the air manager figuring something out?  Also, if Go Today claims that the airline did indeed have access to our tickets, I’m not sure why they (the agent(s), or the air manager) did not reach out to them directly since I clearly wasn’t getting anywhere on my own. To say “The explanation provided by the airline that they were unable to access the ticket is false” is an allegation. They are absolving themselves of any responsibility by insinuating that Turkish Airlines lies to its customers.  That’s completely unfair since several representatives, multiple departments, and supervisors at two airports tried to access our tickets and re-assign us to the flights.  I tried to speak with as many people as possible just to make sure that I wasn’t being misled by one person.  I tried so many ways, the airline refuses to spend any more time or speak with me on the matter as they too have exhausted multiple options. They have absolutely no reason to lie about having access and I have absolutely no reason to lie about what Turkish Airlines staff said to me.  Again, if Go Today felt that the explanation provided was false, why did they not reach out on their own to resolve the matter?  After all, a travel agency is a legal agent of both the traveler/consumer and the provider of travel services (in this case, the airline). If Go Today wants to claim that Turkish Airlines was providing false information, I’ll need to see proof of that.  I’m confident that any investigation will turn up notes and transcripts inability to access the tickets, and thus their inability to assist us.  Go Today could have contacted Turkish Airlines. Go Today could have connected us with the Air Manager sooner.  Go Today could have disclosed the rules and restrictions prior to our booking.  Go Today could have had the correct emergency contact information.  They did not do any of this. Instead they left us stranded with unknown outcomes and kept us in a state of panic just to offer us extremely high priced tickets back home days before our intended return date.  Then they stopped responding to us all together. They beyond failed us as a travel agency and demonstrate a lack of value for customer loyalty and satisfaction.  I wish I was writing a great review about how helpful and amazing they were for us.  Instead, this.Thank you so much for working on this!
Sincerely,
[redacted]