John Holden Law Office

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I don't think TripMasters gets the gist of my complaint 1) From the date I contacted TripMasters to the date I filed the complaint the only acknowledgement I received was from Veronica telling me she passed on complaint to Customer Service saying they would contact me advising me of their process I accepted her reply and thanked her, etc 2) My complaint is I did not and have not received anything from TripMasters"I" (and that's the problem) contacted them additional times to get information on my complaint Was given a run around, etc Not once did Customer Service contact me to explain what they were doing Very poor customer service which causes these types of complaintsThe 1st time they contacted me was the day I filed a complaint with Revdex.com Customers shouldn't have to go to these lenghts to get a response, etc 3) I purchased our trip from them in good faith and feel, because of the documentation provided, I should be refunded immediately TripMasters is making the Rome hotel accommodations MY PROBLEM It's not MY PROBLEM Regards, [redacted]

Dear Revdex.com,We are so sorry that our clients experienced a problem with the visa for their honeymoonIn general we do not advise on this informationWe have travelers from all nations so it is not possible for us to advise on these thingsIt is the clients responsibility to contact the necessary consulates before traveling to ensure they do not need any visa based on their citizenshipThis is the clients responsibility to check what documentation they are in need of before departure or bookingWe cannot be held responsible for this and it is agreed to in the terms when purchasing a package.Tripmasters.com

Date: Tue, Oct 3, at 11:AMSubject: [redacted] - [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Good morning [redacted] ,Tripmasters rebuttal: [redacted] , We are very sorry that the tickets were not clearly understood as one ticket by the agent/communication for the medical emergency/last minute cancellationOur company has refunded those tickets less the AIRLINES penalties we cannot waiveThis was agreed to when purchasing the package in the terms and conditionsOur company felt the offer of the airline ticket to cover any added expenses you incurred was a fair gesture for any confusion there may have been at the time of cancellationWe are very sorry that your experience was not as hoped for when having to make a change on your bookingRegards,Tripmasters.com [redacted] Here was the offer back in July given to our customer [redacted] She did not accept and was requesting over and above our offer along with damages(to the tune of 4000) We feel the compensation offered was more than fair in this caseIt is unfortunate the client did not feel this was good compensationThe client had a last minute cancellation due to medical need and wasn't clear on how the tickets are issued as one international portionOn Jul 11, 2017, at 10:AM, Danielle D [redacted] < [redacted] @tripmasters.com> wrote: [redacted] ,I realized the copy of the credit was not shown in attachedHere is a copy of the credit that was done today for the original tickets(the credit may take business days to appear on your statement) As mentioned in my previous email we cannot make any efforts to compensate you as there is a outstanding charge-back on the tickets that were in process below Please keep in mind you sent us an email agreeing to the cancel penalty(also agreed to when purchasing in terms)We sent over the medical letter to the airline but this is not guaranteed to waive these penaltiesIn most cases airlines will only waive unless death of a immediate family member with a death certificate.That being said we would like to offer you round trip ** ticket internationally or even domestic tickets depending on cost to make up for the difference in new ticketsPlease keep in mind this is not something we normally offer to our clientsYou are a repeat client and we do value your businessWe cannot make any of these agreements until we have a copy of the charge-back reversalWe also want to note that there is multiple places where it states that if one segment is not used the remaining tickets do not have valueThe tickets purchased are one ticket not tickets(this is stated on your vouchers as well) We would like to help close this case but would need proof that the charge-back was reversed.RefundsTran# / Tags Card Holder Name CC Number Refund Amount Approval Code TranTXID Status LoginID Post Date [redacted] - [redacted] -1,REFUND [redacted] USAePAYID [redacted] Posted [redacted] 7/11/10:07:AMRefund's DetailsID Date Entered InvDate InvTotal Paid/Void Date AmtPaid User Check # Notes [redacted] 7/11/7/11/7/11/ [redacted] - [redacted] :Credit Card-- Tripmasters.comDanielle D

From: Danielle D [redacted] Date: Fri, Aug 28, at 1:PMSubject: Revdex.com Case [redacted] To: [redacted] Cc: [redacted] Hi [redacted] ,I had tried to respond to this rebuttal a couple weeks ago but there was no place to do soMarybell has sent me a message to respond directly to youAlthough, our client did not like our response we are not obligated to PAY for upgraded seatsHe purchased coach seats and in some cases they cannot be assigned prior to departureEven when he books the seats in booking process they are not guaranteed and state soOf course we try and do our best for our clients but the airlines own the seat maps and sometimes they have the final sayIf client wants guaranteed seats he should purchase the upgraded seatsThese are NOT included in our wholesale pricing of our packagesWe can offer you the client a small discount for re-booking his package with us but we will not pay for seats from his previous trip

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] Please be advised this company is operating with such poor practices that they are even falsifying information to the Revdex.comIt is not that the information about outbound and return being "one ticket" in their system was not understood as they claim, it's that it was NEVER disclosed to me - despite the agent being told clearly I am ONLY CANCELLING MY OUTBOUND INTERNATIONAL FLIGHTSAnd the email I sent them was hence confirming cancellation for only my outbound tickets, there is no mention of round trip verbally or in writingI don't work there and would have no knowledge how they book their tickets if they don't do their due diligence and inform meI was also informed by [redacted] agents that no fees were ever charged for this cancellation and that anything that I was refunded less the full amount was Tripmasters keeping for themselves (yet another unlawful action from them) I hope the Revdex.com flags this company so others will not be subject to their fraudulent behaviorI am taking them to court so we shall see how much they're willing to lie in front of the judge!

Dear Revdex.com,We thank you for contacting usAs you would understand we had an influx of cancellations due to the terrorist attacksWe had to work on a case by case basisSo, this certainly slowed the process a bitHowever, we have refunded these passengers and they have a total of $in cancellation feesPlease understand that we had to charge some basic fees that the suppliers in some cases were not willing to waiveWe fought for all passengers in these cases.We believe in this case the refunds are fair and that these clients should be satisfied with the end resultsThe refunds were provided on DEC 3rd Best regards,Danielle D [redacted] ***

[redacted] ,We are so sorry you are frustrated with the cancellation policyOur suppliers are the ones who impose the feesWe would be happy to change the plans for you on the booking but the fees are so large in the end you would loose too much moneyWe are not telling you to go to a place you are not comfortable visiting but there is a travel alert and these are very commonUnfortunately, Europe in general has had many travel alerts over the past year or soWith this being said this is the traveler who decides to purchase and we cannot close the destination unless ordered to do so with a banWe are also not trying to be unreasonable the penalties are contracted and cannot be waivedThe airline can usually be changed for a fee but in this case the eurostar tickets are non refundable and the hotels are non transferableThere has only been a alert not a travel warningThese are two different thingsWe understand you are not interested in going and we will do everything we can to help re-book another destination but there will be a substantial loss in money should you decide to exchange or cancel the tripTripmasters***

Dear [redacted] , We are very sorry to hear the hotel you had selected in the booking process was not up to the standards you anticipatedAfter reviewing the property this is a very basic star in Ireland which can be in general older accommodationThe rankings are still fairly decentIt seems that we did send your complaint off to the supplier and they mentioned the hotel tried to change your room to anotherWe cannot refund hotel stays based on unsatisfactory as this was not a "favorite" property and very cost effectivePlease let us explain we do not make a high yield on these packages as we are always trying to pass the savings to our clientsWe always recommend selecting from one of our "favorites" Which tends to score higherThis is listed as a star score ranking which is decentWe understand it was in a great location which again tend to not be the most favorable due to the high trafficAlthough, we cannot refund you this property we would be happy to give you a small future credit for another trip to be booked.Best Regards,Customer Relations ManagerDanielle D***

Dear Revdex.com, Our Customer relations was able to settle this claim with [redacted] He has been granted a settlement and has agreed to this amount of airline ticket vouchers.There is no further action required from TRipmasters as this timeThank youTRipmasters.com

Dear Revdex.com, We would need to know the customers booking number to further investigateHowever, if insurance was not purchased chances are they will not be eligible for a refund on missed servicesShould they have purchased the insurance a claim can be filed directly on the website at [redacted] The client is more than welcome to file a claim directly with the airlineAirlines prefer the client to do these directly based on the individuals experience as they were there when the delay or cancellation occurredShould you have access to your booking number please forward it on to us for further reviewBest regards,Tripmasters.com

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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, [redacted] ***

Dear ***,We completely understand your frustration and have added a one way transfer onto your booking from the airport to the hotel upon arrival due to the frustrating booking experienceWe hope you enjoy your trip and look forward to serving your travel needs going forwardIf you would like to add any additional services please contact our agents at the toll free number or by chat.Best regards,Tripmasters.com

Dear [redacted] ***,Thank you for giving us the chance to clarify this matter in reference to the complaint presented by [redacted] ***It is important mention that we tried to clarify this issue with him but without the understanding that the services that [redacted] purchased were specified under services policies that our company does not control and these were accepted at the time of he purchased our travel packages.The Travel package had a total cost of $6, [redacted] ***'s requested the services through [redacted] .con (Consumer division of Solar Tours) on February 27th and the travel package was confirmed with travel vouchers on March 02nd, after an email from [redacted] was received asking the confirmationIt is important mention that, [redacted] had contacted to our toll-free number on March 1st, inquiring about cancelling his package because [redacted] was not credited company of the Revdex.comOur agent explained him that an email was required for this procedure as the following is indicated in our Terms and Conditions: We must receive cancellation notices in writingVerbal cancellations are not acceptedCancellations cannot be made onlineAs we did not receive any email and there is a grace period for voiding transactions after some of the airlines tickets were issued, our customer care department sent a notification asking if [redacted] wanted to confirm the cancellationWe had explained that there was a time limit to confirm the cancellation with the option of voiding the tickets with a total penalty of $but after passing deadline new penalties will be appliedOn March 2nd, after our email, [redacted] replied asking for confirmation, not a cancellation, therefore all services were confirmed and the vouchers were sent on March 2ndThe communication with [redacted] was not clear since he was requesting confirmation when he was cancelling his trip.After that we kept sending emails to clarify, but other penalties were already applied by the airlines and these are not under our controlThese penalties are imposed by the airlines and we cannot just waive or absorb themWe did everything we could to assist to [redacted] ***, but instead, our company received a chargeback before the booking was completely cancelledThe total refund processed to his account was total of $4,and the total penalty applied due to the cancellation procedure was of $1,The total penalty to be applied was of $2,260.12, but [redacted] even waived the internal fees and provided more refunds to [redacted] ***Attached you will find a PDF file with the chain of communication and the confirmation of the refund which it was delayed until [redacted] withdrew the chargeback with [redacted] on 6/09/2015.All our services and procedures are stipulated and regulated by the Terms and Conditions indicated at this link: http://www[redacted] .com/Terms.aspxI hope that this email helps to clarify this matter, we truly regret if this not resulted as [redacted] wanted, but we did our best to assist him and fulfill with his requestShould you require further assistance or need more clarification please do not hesitate to contact me at [redacted] @solartours.comSincerely,Alex R [redacted] | CS Supervisor [redacted] ***Rockville, MD ***Phone: ###-###-#### (ext ***)Fax: ###-###-####Toll Free:###-###-####Solar Tours: Travel Wholesalers to Latin America, Mexico, Caribbean, and Europe

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:1) I did request to cancelI called on 3/also confirmed on 3/I asked for confirmation # on 3/email because the merchant said it was for non-refundable airline ticketI need the confirmation # to verify that the fees were incurred as quoted.2) If the merchant is deducting the fees for non-refundable tickets, why I couldn't find the confirmation # from the airline? They couldn't provide the proof that such fees were incurredI requested that they show the proof that they paid these fees to the airline for my airline ticketsThey were not able to do that so far Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:This is not the service I was supposed to recieveI spent thousands out of pocketNot acceptable! Regards, [redacted]

Dear Revdex.com,We are very sorry that the client felt we did not act on our partThe agents did their jobWe would love to give the client the money back but again the supplier is charging us for this airfareWe would love for this client to use our services again and have no problem giving them this amount toward future travelThey are not willing to accept this compensation at this timeIF they change their mind and would like this amount applied toward a future trip we certainly will do so.We consider this case closed at this time as the client is not willing to accept our offer.Best regards, [redacted] ***

Date: Thu, Mar 8, at 11:PMSubject: Complaint resolvedTo: [email protected],I am very happy to report that my complaint (# [redacted] ) has been resolvedThank you for your support on contacting the vendor on my behalf, I am greatly appreciative to you all!--Elise B**, M.A., LMFT

Dear BBB, The client booked a trip online using our website on the 3/6/2016 @7:04:36 PM. The dates of travel he selected was for the 12MAY - 20MAY. The client contacted us via chat on 3/7/2016 @ 12:17:37 AM where he needed to correct the date of birth for his spouse a recap of the travel dates... were made and he advice that the information was correct. on 3/9/2016 @ 12:30:47 PM the client contacted us via chat claiming that the travel dates were incorrect that we had changed them. Should of been 3/12-3/20. The services were confirmed and the airline tickets were issued. The agent on the chat tried to work with the client, but he advice that he wanted his money back or he would sue. He exited the chat and advice that he will speak to someone else. On 3/10/2016 @ 2:03:18 PM we sent him an email with our cancellation policy listed which we never got his ok to cancel the booking. We finally got his approval to cancel on 3/22/2016 @ 3:49:45 AM. All cancellation must be requested in writing as stated on our terms & conditions. We have cancelled his booking as requested. [redacted] has waived the 200.00 per person cancellation fee x 2 = 400.00. A full refund has been processed towards the client credit card in the amount of $3,363.17 which is the amount of the cost his package. I have included the original booking request, copy of both chats, copy of the client approval to cancel and a copy of the refund that has been processed. We have handled the client request to cancel the booking. We are in hopes that this is satisfactory for the client as well. I have emailed him advising the refund has been processed towards his [redacted] Card [redacted] . Kind Regards, Marybell M [redacted] Operations Supervisor

Dear [redacted] ,In reference to the clients compliant There was an airline schedule change which is considered by the airlines a minor change and this information was sent to him Original flight time was to depart at 750A arriving at 846P and the new flight departs at 821A arriving at 953PThe client booked his package online and click and agreed to the Terms & Conditions of our site which explains to the client what is a schedule change.http://www.tripmasters.com/Terms.aspxAIR SCHEDULE CHANGES (INVOLUNTARY)Involuntary changes or cancellations to flight numbers, flight times or flight dates are called "schedule changes".These are changes created by the airlines due to reorganization of their flight itineraries and/or change of equipment.Tripmasters.com is not responsible for airlines schedule changesThe airline has the right to adjust/change and cancel flights up to the day of departure.We are not responsible for any misconnections that the airlines might causeWe are not liable for cancelled flights, flights that are missed or flights with misconnection due to any airline scheduled changesWe are not able to compensate for hotel overnights if such may occur due to an airline schedule changeThe client requested to cancel his package due to this minor schedule change We have sent the cancellation penalties which are also defined in our Terms & Conditions The client requested to cancel his trip and has also processed a charge back with the credit card companyThe client will not receive the amount he is requesting the refund he is entitled to is US$ I have attached supporting documentation which are emails sent to the client and from the client as well I had others but I can only attach on this Revdex.com site Thank you for reaching out to us with the clients complaint we are in hopes that the information provided will answer all your questions.Sincerely,Marybell M***Operations Supervisor