Jauntee

This matter was settled with the client on October We issued a wire transfer to his son't bank account in the United States in the amount of $780.Please see the attachments to this correspondence which clearly show that on June we informed our client of the agent booking error In the same correspondence we also informed the client that we would issue a refund for the difference between the cost of the VIP cabin and the lower deck cabin and also offered to pay for his one night stay at Dubrovnik We also sent another e-mail on June making sure that he received our original e-mail of June On August we informed our client that the refund check was mailed on August In the same e-mail we asked him to provide us with his bank information so we can wire the money directly to his bank in order to speed up the process since he claimed that he never received the check The client lives in Australia and it takes a lot longer to receive the check We have never received bank information from our client so we can wire the money On October we sent another e-mail asking for the bank information and our explanation why we can't issue a credit directly to his credit card Our merchant bank does not allow issuing credit days after original transaction Please see the attachment where we explain to the client which information we need from him in order to initiate bank transfer We also send an additional e-mail asking him to provide us with a pay pay account to resolve this since he was not getting back to us with the bank details for the wire transferWe finally received the necessary bank information from him on October He did not want to provide his bank information in Australia and rather provided his son's information since his son lives in the United States The moment we received the bank information we initiated a wire transfer and issued a refund of $ We settled this refund on October As you can see from from the four attachments (our correspondence with the client) we informed the client regarding the booking error the moment we found out about the error We apologized and offered the refund of $and offered to pay for his stay in Dubrovnik for one night We never said that we would not issue a refund We communicated with the client in timely manner and all we needed tin order to complete the refund was to receive bank details for wire transfer If he provided the bank details on August this could have been resolved the same or very next day

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Without limitation; and incorporating by this reference the preceding statements; our full complaint shall stand and combine with this submittal of further detail
Mr*** of Jauntee is incorrect in his claims
In his most recent statements he appears to be mixing up communications of others of our group with oursFor instance, we have never asked him about Trip InsuranceHowever, *** *** (4th couple) didMr*** feels his inquiry was what finally brought his non-booked passage to the attention of Jauntee
We fully intended to take this tripWe did not learn there was a problem with our credit card (which was replaced because our bank went to embedded chips) until after we found out our friends had no confirmed bookingThat is what started this whole mess and remains at the crux of our issue. We have begged Mr*** to work with us on a resolution and he has ignored us or flatly refused
Of note: In his last submittal to Revdex.com Mr*** makes our case for us
In his 4/11/transmission to Revdex.com, he supplies an attachment which he states would have shown us as a group, had we referenced that status as couples and had
a)[His fourth point] states: that he’s supplied an “attached booking and payment confirmation”; emailed on July 14, 20*16*
b)Mr***’s contents [fifth point] that we did not designate ourselves as a group when signing the payment authorization form. [Jauntee did not supply the terms which were hidden in the interwebsThere was no tick box on this form to designate that we were a group or to select out of a group statusHe assumes we knew how to indicate something not supplied to us by his firmWe had every indication he knew this from our verbal communicationsIt is incumbent on him, as the business to provide an ‘opt in’ clause if that is what was required.]
c) In his further dialog, [his sixth point] he states “If this was a group booking, it would have been noted on the signed Payment Authorization Form as such. When we have a group booking and certain additional booking conditions, they are noted on the singed authorization form/the contractWe would have included the names of other travelers on their form stating that they are traveling together.”
d) On his [seventh and eighth points]
“The same group reference would have been noted on the BOOKING AND PAYMENT CONFIRMATION As you can see, there is no such reference on either forms.”
And
“When the first couples booked their cruise, they booked it at the same time and they stated verbally and in writing that they were traveling together. And we have them as traveling together.”
In Summation--- **Attached** you will see a different BOOKING AND PAYMENT CONFIRMATION as referenced as & 8th points aboveThis was what was sent to Couple - that claims to show - two couples, Couples & traveling together IT DOES NOT. This is just more justification by Mr*** to evade responsibility
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Further, we can refute each of Jauntee’s/Mr***s points, however the easier thing to do would be simply to ask Mr*** to reflect on why in a second remittance of confirmation for each party in our group was issued. That is, specifically, each of the four couples, on the same date received a second invoice/confirmationThis very fact proves the point that not only were we traveling together; but that Jauntee was well aware of that factSo aware that when a change of itinerary was decided on … BY OUR GROUP… Jauntee made the correction to each and every itinerary of the four couples. They increased each of our billings and re-sent our BOOKING AND PAYMENT CONFIRMATION to each of us, individually and separatelyThis was not the only time we had overt communication as a “group status”. Despite many verbal assertions, there was also a third communication with Jauntee letting them know which hotel we were all staying at and asking if they needed more information from us to pick us up, ***as a group***, not just for the cruise passage but also for THE SPECIAL GROUP TRIP FOR THE FOUR COUPLES WHICH HAD BEEN ARRANGED AND BILLED FOR BY JAUNTEE ON JULY 2016.
Mr***’s full argument and premise is that we did not book as a group. Yet Jauntee’s own actions undertook to change our itineraries together AND THEN BOOK AN EXCURISION FOR US, ***AS A GROUP***; JAUNTEE KNEW WHO WE WEREThis PROVES his standing
Our cancelation is an absolute and proximate cause of Jauntee’s failure to book all berthsHad our friends been allowed to go, we would be going
When we asked to have all four couples moved, we were told no(Why would we ask this if we did not intend to go on the trip?) We asked to be kept involved and were patently ignored by Jauntee
The fact remains, Jauntee failed in their duties: Failed to book, failed to inform, failed to practice standard customer serviceIf our friends are not booked on this cruise there is no reason for us to go
Had Jauntee discovered their own error in at either their first obligation to do their job and book the reservations prior to sending confirmation or the second time they sent over attestations of CONFIRMED BOOKINGS we would not be in this situation arguing about a problem of their own makingJAUNTEE IS THE EXPERT, WE RELIED ON THEM
Jauntee had the responsibility in to see to these bookingsHad they done so, we would not be put in this penalty situationWe would not owe these further costThe Jauntee cancellation fees, which they are claiming against us now for $as they recite, would not have been incurredThese are part of Jauntee requirements, not that of the Vessel (which I have researched on line and in conversation with the vessel, Katarina Lines MV)
Jauntee waited until after the day limitation to reveal to us THEY HAD NOT CONFIRMED ALL BOOKINGS
We are now days into the awareness of this debacle of Jauntees makingWe are about to incur further debt (airfare and hotels) due to Jauntees mis-handling of the full group booking. I see in reading the reviews on the interwebs this is not an isolated incident with Jauntee
Jauntee’s overt published advertising claims are as follows:
1) At all times we will provide you with topnotch travel advice and expertise, second to none!
2)We treat the design of each client’s itinerary as the work of art: each one is unique, created by a destination savvy travel professional and crafted to perfectionYou can be certain to enjoy the ultimate level of service and our total attention to detailIt all happens the minute we begin planning your trip until the day you return home
3)Treating the design of each client’s itinerary as a work of art, the team spends ample time with each party to completely understand their travel preferences, leading to itineraries that not only meet but exceed their expectations
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I find these published advertising claims to be lacking merit and validity in our case
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After reviewing the sailing vessels’ terms; and recognizing the dates Jauntee too action to*** remediation, it appears that this debacle of Jauntee’s making might be a bit of a shake down.Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI am very pleased to say that within a very short time of you passing onmy complaint to Jauntee they responded nd the outcome is satisfactory in that my son has received the refundWhat I am not happy about is the time taken and the manor in which they have repliedFirstly despite me sending several e-mails requesting the trip information they only arrived two days before I Was due to depart NZ (not Australia)The email they sent me on June was after I had left NZ for CroatiaI cannot believe they only knew of the booking problem at that time as speaking to fellow passengers all I spoke to had had their bookings confirmed months beforeOnce I received their email I endeavoured to find the boat on the morning we were due to sail but wasn't successful as it was moored outside of the Dubrovnik harbourAt that point my wife was considering cancelling the trip but it was only after we were able to see the cabin that had been allotted to us that she decided to continue with the trip.I emailed Jauntee pointing out the intersetin legal point that a full cancellation refund vaires depending on the legal jurisdictaion ie in the US it differs from the EUI left further replies as I did not have an acknowledgement of my e-mail and waited until I returned to NZ.Since returning I sent an email asking about the details of the refund as I had to decide what would be the best way for me to receive it.The first one was sent on 21/and a second on 11/as I had no replyOn 12/I was told a cheque had been sent so I asked for a breakdown of the costs.No reply to this and on 15/a further email was sent asking for the information and again no reply 20/I sent an email to *** *** who replied starightaway and forwarded their reply to Jauntee11/still no reply from Jauntee and so 17/I asked what cheque number and what bank so I could contact the bank to ask whether such a cheque had been cashedIt ws then I saw the Revdex.com website ( I had already emailed other travel agency websites athat Jauntee purpotrted to be rehistered with neither of which I could confirn using their online seqrch of companies) Within about 24hours of my email to you Jauntee replied and finally I was able to get the refundI am very grateful to Revdex.com as I doubt if jauntee had any intention of refunding me anythingIf theywere an honest and reasonable company I would have been told of the booking error way beforehand and my emails and that from *** *** would have been actioned much more quickly>

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am very pleased to say that within a very short time of you passing onmy complaint to Jauntee they responded nd the outcome is satisfactory in that my son has received the refund. What I am not happy about is the time taken and the manor in which they have replied.Firstly despite me sending several e-mails requesting the trip information they only arrived two days before I Was due to depart NZ (not Australia). The email they sent me on June 15 was after I had left NZ for Croatia. I cannot believe they only knew of the booking problem at that time as speaking to fellow passengers all I spoke to had had their bookings confirmed months before. Once I received their email I endeavoured to find the boat on the morning we were due to sail but wasn't successful as it was moored outside of the Dubrovnik harbour. At that point my wife was considering cancelling the trip but it was only after we were able to see the cabin that had been allotted to us that she decided to continue with the trip.I emailed Jauntee pointing out the intersetin legal point that a full cancellation refund vaires depending on the legal jurisdictaion ie in the US it differs from the EU. I left further replies as I did not have an acknowledgement of my e-mail and waited until I returned to NZ.Since returning I sent an email asking about the details of the refund as I had to decide what would be the best way for me to receive it.The first one was sent on 21/7 and a second on 11/8 as I had no reply. On 12/8 I was told a cheque had been sent so I asked for a breakdown of the costs.No reply to this and on 15/9 a further email was sent asking for the information and again no reply  20/9 I sent an email to [redacted] who replied starightaway and forwarded their reply to Jauntee. 11/10 still no reply from Jauntee and so 17/10 I asked what cheque number and what bank so I could contact the bank to ask whether such a cheque had been cashed. It ws then I saw the Revdex.com website ( I had already emailed 2 other travel agency websites athat Jauntee purpotrted to be rehistered with neither of which I could confirn using their online seqrch of companies) Within about 24hours of my email to you Jauntee replied and finally I was able to get the refund. I am very grateful to Revdex.com as I doubt if jauntee had any intention of refunding me anything. If theywere an honest and reasonable company I would have been told of the booking error way beforehand and my emails and that from [redacted] would have been actioned much more quickly>

This matter was settled with the client on October 20.  We issued a wire transfer to his son't bank account in the United States in the amount of $780.Please see the attachments to this correspondence which clearly show that on June 15 we informed our client of the agent booking  error....

 In the same correspondence we also informed the client that we would issue a refund for the difference between the cost of the VIP cabin and the lower deck cabin and also offered to pay for his one night stay at  Dubrovnik.  We also sent another e-mail on June 17 making sure that he received our original e-mail of June 15.  On August 11 we informed our client that the refund check was mailed on August 1.  In the same e-mail we asked him to provide us with his bank information so we can wire the money directly to his bank in order to speed up the process since he claimed that he never received the check.  The client lives in Australia and it takes a lot longer to receive the check.  We have never received bank information from our client so we can wire the money.  On October 17 we sent another e-mail asking for the bank information and our explanation why we can't issue a credit directly to his credit card.  Our merchant bank does not allow issuing credit 60 days after original transaction.  Please see the attachment where we explain to the client which information we need from him in order to initiate bank transfer.  We also send an additional e-mail asking him to provide us with a pay pay account to resolve this since he was not getting back to us with the bank details for the wire transfer. We finally received the necessary bank information from him on October 19.  He did not want to provide his bank information in Australia and rather provided his son's information since his son lives in the United States.  The moment we received the bank information we initiated a wire transfer and issued a refund of $780.  We settled this refund on October 20.  As you can see from from the four attachments (our correspondence with the client) we informed the client regarding the booking error the moment we found out about the error.  We apologized and offered the refund of $780 and offered to pay for his stay in Dubrovnik for one night.  We never said that we would not issue a refund.  We communicated with the client in timely manner and all we needed tin order to complete the refund was to receive bank details for wire transfer.  If he provided the bank details on August 11 this could have been resolved the same or very next day.

This matter was settled with the client on October 20.  We issued a wire transfer to his son't bank account in the United States in the amount of $780.
Please see the attachments to this correspondence which clearly show that on June 15 we informed our client of the agent...

booking  error.  In the same correspondence we also informed the client that we would issue a refund for the difference between the cost of the VIP cabin and the lower deck cabin and also offered to pay for his one night stay at  Dubrovnik.  We also sent another e-mail on June 17 making sure that he received our original e-mail of June 15.  
On August 11 we informed our client that the refund check was mailed on August 1.  In the same e-mail we asked him to provide us with his bank information so we can wire the money directly to his bank in order to speed up the process since he claimed that he never received the check.  The client lives in Australia and it takes a lot longer to receive the check.  
We have never received bank information from our client so we can wire the money.  
On October 17 we sent another e-mail asking for the bank information and our explanation why we can't issue a credit directly to his credit card.  Our merchant bank does not allow issuing credit 60 days after original transaction.  Please see the attachment where we explain to the client which information we need from him in order to initiate bank transfer.  We also send an additional e-mail asking him to provide us with a pay pay account to resolve this since he was not getting back to us with the bank details for the wire transfer. 
We finally received the necessary bank information from him on October 19.  He did not want to provide his bank information in Australia and rather provided his son's information since his son lives in the United States.  The moment we received the bank information we initiated a wire transfer and issued a refund of $780.  We settled this refund on October 20.  As you can see from from the four attachments (our correspondence with the client) we informed the client regarding the booking error the moment we found out about the error.  We apologized and offered the refund of $780 and offered to pay for his stay in Dubrovnik for one night.  We never said that we would not issue a refund.  We communicated with the client in timely manner and all we needed tin order to complete the refund was to receive bank details for wire transfer.  If he provided the bank details on August 11 this could have been resolved the same or very next day.