Gracy Travel International, Inc.

Thank you for your pa***nce as I fully reviewed the situationMr*** is a client of ours associated with a party of travelersThe group is working with travel agent *** ***When Mr***’s travel was originally organized, *** and *** *** were on the same Passenger Name
Record (PNR) as another couple in their group, *** and *** *** PNRs are the “file” in which our *** *** *** *** organizes travelersIt is a record that contains the passengers flight/personal information from which we can issue flights*** and *** *** were prepared to purchase flights prior to *** and *** ***; to accommodate this, *** “split” their PNR creating two separate recordsAt this time, she made a manual mistake and copied over the incorrect credit card details to the ***’s recordShe inadvertently copied over Mr***’s card number instead of the ***’s cardDue to this error, the ***’s tickets were incorrectly charged to Mr***’s cardTwo business days later, July 21, *** attempted to use the card number stored in the ***’s PNR to issue an upgrade and the charge was declined*** reached out to Mrs*** in regards to the declined charge and Mrs*** advised *** that there had been no declined charges to her cardUpon hearing this, *** realized her mistake and immediately took action to correct the errorShe had the tickets which were incorrectly charged to Mr***’s card refunded and placed a call to his office at 1:July to discuss the error with himShe did not make contact with him on that Friday as her call to his office went to voicemailOn Monday, July 24th, *** spoke with Mr*** and he communicated that he was extremely put off by the errorHe verbally accused her of committing a felony crimeAt this time, *** had already taken all action necessary to correct the errorNo additional action could have been taken to expedite the remedy- the tickets had been refunded on July 21st We strive to make as few mistakes as possible but they do occur, and this is simply such- a mistakeThis is not a matter of intentional fraudulent overcharging as Mr*** describes itWe have not tried to retain any funds not approved by Mr***When ***’s mistake was brought to light, she immediately corrected itIn regards to being unresponsive, *** reached out to Mr*** on Friday July 21st and they spoke the following business day, Monday July 24thI am aware Mr*** placed calls into *** prior to making contact with her Monday; she was simply on a phone call when he rangI understand Mr*** felt this to be an urgent, upsetting matter but I am at a loss for how this can be interpreted as being “unresponsive to customer requests because they got caught overcharging.” As Mr*** has electively froze his account, the refunds are in effect frozen as well As we completed a prompt correction of our error once it was realized, reached out to the client in regards to this and contact was made with him the following business day, we do not feel Mr***’s claims are validMr***’s complaint infers our error was intentional with mal-intentThis is not the case and I feel it a stretch of factual events to suggest suchFurthermore, Mr***’s interpretation that ***’s apology was not sincere is a completely subjective matterIn no way was this an intentional act and our agency stands to gain nothing from an act as suchThere is no gain, financial or otherwise, in charging an airline ticket to the incorrect credit cardThe tickets that were mistakenly charged to Mr***’s card were those of his travel companions, the names of which appear on the credit card charges from the airlinesThe tickets in question were also for travel in There is no fraud to be had in this scenario Fraudulent use of credit cards for airline tickets is standardly something which involves a ticket purchased for next day travel prior to when the charge will be noticed on the card holder’s account I have attached several supporting documents: Email chain showing Mr*** agreed to purchase his flights and our services, for which he would verbally provide *** a card number over the phoneTwo call logs showing the calls made to/from Mr***Accounting invoices/receipts As it stands, we completed a refund of the charges made in errorThe only reason the refunds have not been received by Mr*** is his elective suspension of his credit cardAt this time, we have been advised by Mr*** that he has sorted the matter with the airlines directlyWe look forward to your response in a hope to further remedy this situation and bring it to a conclusion Best, *** *** *** Gracy Travel *** * *** ** *** *** *** ** *** ** *** ***

Complaint: [redacted]
I am rejecting this response because:Unacceptable response from Gracy Travel International received on 8-31-2017 to a Revdex.com (Revdex.com) compliant that was closed on 8-21-2017.The Revdex.com states in their complaint closeout letter to me, "We regret to inform you that we have not received a response from the company despite repeated attempts to reach the business. The business's failure to make a good faith effort to resolve this dispute is now publicly accessible in their Business Profile and will be available for three years from the date the dispute was originally filed." What else can I say?Not only was Gracy Travel International inattentive to detail when using the credit card information I entrusted them with, but Gracy Travel International was inattentive to detail when responding to the Revdex.com by the set deadline. Apparently, inattentiveness to detail and poor customer service is a hallmark business practice at Gracy Travel International, based on their exhibited business practices thus far.The desired settlement request from the Revdex.com complaint remains unchanged--for the record. A full refund to the card issuer / full chargeback of ALL agency fees--EVERYTHING charged on my now closed credit card by this travel agency. Why would I need tickets and arrangements to South Africa, when the safari has been cancelled and a refund given by the outfitter, due to the stress inducing and personal time consuming incompetence of this travel agency's employee? Does this sub-standard travel agency REALLY think I would trust them after all of this?The credit card was frozen and subsequently cancelled, as the trust concerning fair and honest billing between the business (Gracy Travel International) and the clients ([redacted] and [redacted]) had been compromised. No other explanation is necessary. Period.This matter has been turned over to the card issuing bank, to be resolved in accordance with the applicable federal laws, credit card rules and agreements, regulations and precedents regarding disputed transactions.
Regards,
[redacted]