Jetset Travel American Express Travel Representative

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have attempted on multiple a occasions to speak with ***, however as a consumer I should not have to be subjected to ***'s short, rude, and unprofessional standardsIn my initial complaint, I wished to remain humble and not speak on ***'s customer service, however since she would like to speak on her disappointmentI would like to as well. *** has breached my vacation confidentiality several times; as she would call my brother vscontacting me when I would inquire about the policiesWe booked separately..so all responses should have been directly with me I had to ask *** to not over speak me while on the phone when she became upset about my questions about airfare amountsThe most disheartening thing was hearing *** making comments about me after she thought she hung up the phone. I was making a payment and before I could hang up...I heard her speak with the other agents stating "I see she has changed her tune"I contacted Travel Impressions, the wholesalers and they do have a price match guarantee where *** could have called to have my rate adjusted
*** consistently brings up the fact that a perk of booking with her is the depositIn this case, where deposits are not necessary and trips can be paid in full at the time of booking; It is expected that the person that I choose as an agent also be a liaison...a person that you can trust to see you through the end of your trip. He/She should have connections that you otherwise would not be exposes to*** is not that person...and I am disappointed that we decided to give her a tryThis company is nothing like it mentions on its website:
Welcome to Jetset Travel
Jetset Travel, an American Express Travel Representative, is a name that you can trust for all your travel needsWhether you are looking for a weekend getaway, a honeymoon or destination wedding, a world cruise, or a luxury vacation; we will provide you with reliable and professional service.-From their siteOur experience, expertise, and knowledge of destinations and the Travel business enable us to bring you the best product at the best priceIn reality, the best bargain is to use a travel agent who knows where and how to get the most for your travel dollarOur agents aggressively seek the BEST DEALS for you.-From their siteAll in all...I will continue my booking with Jet Set Travel because this vacation is to celebrate my brother and sisters wedding...however I would like to make the future consumers aware of ***'s subpar customer service and professionalismI am also in customer service and know how important it is to inform other of poor quality experiencesPlease contact me should you require any other detailsRegards,

We were surprised and disappointed to receive this complaint from *** *** *** Jetset Travel American Express has been in business since This is the first and only complaint ever submitted to the Revdex.com Much of our success is due to what we perceive as our exemplary
customer service We are sorry that Ms *** is dissatisfied We have attempted numerous times to address these issues with her personally.When we booked this trip with the tour operator, the "friend" was offered a disount as a past customer of the tour company It is their policy to reward repeat business Jetset Travel has nothing to do with determining the tour company's pricing for their products This tour operator required a non refundable deposit to confirm the reservationThis included a $deposit for the airline tickets and $for the land portion. Ms *** cancelled her reservation before the final payment date, and thus did not purchase the insurance.Technically she should have lost However, based upon our good relationship with the tour company, and our extra efforts to serve our clients, we were able to negotiate an agreement where in the "friend" and her husband rebook a different tour with the tour company utilizing the deposit, and "friend" could then reimburse Ms*** for her portion of $The additional $for the air is never refundable Airline tickets are always non refundable and non transferable. Ms *** has received this money.Had Ms *** purchased the insurance for 404.00, which is non refundable at purchase regardless of a claim or not, and then filed a claim for 550.00, which may or may not have been denied, she would have seen only a return of Instead, we were able to get her 200.00. Jetset Travel does not have the deposit money, the tour operator does We regret that we cannot offer further compensation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
 
Regards,
 
 
 
 
 
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Ms. [redacted] booked reservations with Jetset Travel on Jan 12, 2016.  Her brother-in-law had booked his trip with Jetset Travel, and she contacted us to join him. Upon receipt of her deposit, we provided an invoice which contained the specific components of the package, the price, and...

the details of her payment.  There is no contract.  Jetset Travel is an agent for the tour operator and the airlines.  As for her signature, she booked this trip and gave her credit card over the phone. Airline tickets are typically non-refundable.  Published fares that are available to the consumer must be paid in full at the time of booking reservations.  As a travel agency, Jetset Travel was able to offer these clients a bulk, or wholesale, airfare which enabled them to reserve tickets with only a deposit.  This is one of the benefits of using our services. The tour operator issued the tickets.  Several weeks later, Ms. [redacted] contacted us indicating that she was perusing websites and had found the same package for less.  These packages required full payment at the time of booking.  She has been demanding that we get her the lower price, which we simply cannot do.  The tickets are issued and the airlines charge a penalty for cancelling.  Had she purchased the tickets herself she would have paid the full price up front.  Cancellation penalties exist in the travel industry because space has been held.  Hotel rooms have been reserved, airline seats have been confirmed.  Jetset is the agent for the tour operator and the airlines. American Airlines Cancellation Policy:   NON-REFUNDABLE TICKETS We do not refund non-refundable American Airlines tickets except when we make a schedule change that results in a change of 61 minutes or more, upon the death of a passenger or passenger's travelling companion or because of military orders. Supporting documentation is required. ?  Death of the passenger/traveling companion - refund to original form of payment ?  Schedule change 61 minutes or more - refund to original form of payment ?  Military orders/change in duty – refund to original form of payment ?  NON-REFUNDABLE TICKETS CAN BE USED FOR FUTURE TRAVEL Depending on fare rules, you can apply the unused value of your American Airlines ticket toward a future trip as long as: ?  Your new trip begins no later than one year from the ticket's original issue date ?  You canceled the original ticket before the departure of the first flight (or the ticket loses any remaining value and cannot be used for future travel   Travel Impressions, the tour operator, imposes a $50.00 per person penalty.  The airlines and the tour operator are the recipients of the fees, not Jetset Travel. The other travelers have applauded our services.  We pride ourselves on our industry knowledge,  our honesty, and our customer service.  We are unable to supply a contract because we do not have one.  We are unable to reimburse payments that we do not have.  If Ms. [redacted] had come to us with this request, we would have supplied this same explanation.  We are disappointed that she chose this route instead.

Review: A friend and I booked a trip to Italy in Sept.2014 for 5/6/2015 at a cost of $4,925 to me and $200 less to my friend "because she was a previous customer."I paid $550. deposit that was put on my Visa and requested travel insurance as I always do, since I am in my seventies now. Ms. [redacted] said the insursnce cost of $404. could be added at the final payment. Never was I informed that the deposit was non-refundable.Unfortunately, medical problems required me to cancel my trip before the final payment. Ms.[redacted] said I could get a $250. refund if I submitted a doctor's letter. I did submit the letter verifying that my current medical issue was not a pre-existing condition.Next, Ms.[redacted] explained to me that I would have to get any possible refund from my friend since my refund was credited to my friend's account because my friend booked a new trip for herself and her husband.She said the doctor's letter was denied. This is unacceptable business practice. My friend paid less initially and received my refund money also?Desired Settlement: I feel the deposit of $550. should be refunded from the travel agent and should not have to get any refund from my friend.I provided the travel agent with the letter they asked for from my doctor that the agent later said was rejected. On 2/5/2015 I was given a check for $200. from my friend because she booked another trip and received s credit from my deposit that I lost.This whole thing is just not right in my eyes.

Business

Response:

We were surprised and disappointed to receive this complaint from [redacted]. Jetset Travel American Express has been in business since 2005. This is the first and only complaint ever submitted to the Revdex.com. Much of our success is due to what we perceive as our exemplary customer service. We are sorry that Ms [redacted] is dissatisfied. We have attempted numerous times to address these issues with her personally.When we booked this trip with the tour operator, the "friend" was offered a 200.00 disount as a past customer of the tour company. It is their policy to reward repeat business. Jetset Travel has nothing to do with determining the tour company's pricing for their products. This tour operator required a non refundable deposit to confirm the reservation. This included a $350.00 deposit for the airline tickets and $200.00 for the land portion. Ms [redacted] cancelled her reservation before the final payment date, and thus did not purchase the insurance.Technically she should have lost 550.00. However, based upon our good relationship with the tour company, and our extra efforts to serve our clients, we were able to negotiate an agreement where in the "friend" and her husband rebook a different tour with the tour company utilizing the deposit, and "friend" could then reimburse Ms. [redacted] for her portion of $200.00. The additional $350.00 for the air is never refundable. Airline tickets are always non refundable and non transferable. Ms [redacted] has received this money.Had Ms [redacted] purchased the insurance for 404.00, which is non refundable at purchase regardless of a claim or not, and then filed a claim for 550.00, which may or may not have been denied, she would have seen only a return of 146.00. Instead, we were able to get her 200.00. Jetset Travel does not have the deposit money, the tour operator does. We regret that we cannot offer further compensation.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.