John Holden Law Office

Dear [redacted] We see you have had to cancel your reservation due to denial of a ***. Tripmasters is sad to hear you feel we are not worth booking with. We always try to help the client waive cancellation penalties whenever possible. If your insurance does not allow for a refund based on the... reason for cancel we will do whatever we can to get this processed. This cancellation can take 6-8 weeks since your case is special *** denial. We have to follow procedure and then determine how we can help ease some of the penalties. We are in fact flexible and willing to work with out clients. We see you have booked with us before so even more reason for us to go the extra mile. Please know we are doing what we can and will further determine what else we can do once all avenues have been exhausted. Best regards,Customer RelationsTripmasters.com

[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: As I have told Solar Tours many times, [redacted] is NOT my trip insurance companyIt is the trip insurance company of my travel companionThe fact that MsV [redacted] provided the necessary info to my companion's trip insurance company does me no good at allMy trip insurance company is [redacted] ***, which I told Solar toursThey in fact acknowledged their error, apologized and sent me a portion of the information I required to submit a claimThey then, however, went silentThey refused to provide any more information, including the basic initial breakdown of the cost of the tripThis made it impossible for me to submit a complete claim, and very unlikely that I will get my money backMy request is that Solar Tours gather and submit any and all information requested by [redacted] to complete a claim in a timely manner Regards, [redacted]

Dear [redacted] , Thank you for getting back to us with the clients request Please note that all airlines have different rules and restrictions; which our company is not able to controlFor this reason during the booking process we ask the client to read the terms & conditions and if they agree then they must click and accept to continue the booking process http://www[redacted] .com/Terms.aspx Under cancellation we have we have specified the following: aAirlines All airline tickets are non-refundable once ticketed I have attached copies of the airline confirmations and cancellation policyPlease provide this information to the clientHe can also call the airline directly and verify these rules with them in order to ensure that the information we are providing is accurate The 1st document is for [redacted] this airline is ticketless so we have provided a copy of the online confirmation and the fare rules related to the reservation The other documents are for [redacted] the display is different since those were issued via our GDS(Global Display System) system In the fare basis code you will see the word DEALIn the attachment for [redacted] fare rules you will see that the word DEAL is a non-refundable fare Unfortunately, most airline tickets are non-refundable and this was the case with these airlines that the client booked onlineUnfortunately, we do not control the airlines fare rules, regulations and restrictions I have attached a copy of the clients online booking which also stated that airline tickets are non-refundable We are not able to compensate the client for services that were paid directly to the airlineIn our terms and conditions under responsibility we have stipulated the following information The passenger's tickets when issued shall constitute the sole contract between the airlines and the purchaser and/or passengerI have also attached a copy for your records We are in hopes that all the information provided will clear up [redacted] concerns Kind Regards, Marybell M [redacted] Operations Supervisor

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 at this time. My family and I greatly appreciate the effort put forth by Trip Masters/ [redacted] in resolving this issue. We are still awaiting airline information (i.e. record locator; booking number for new airline) from [redacted] so that we may choose our seating arrangements with the airline. So far, we are pleased with Trip Masters' customer service since contacting the BBB. Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Dear RevDex.com Agent, Travel agencies are meant to make vacation-planning simpler for the traveler. They provide vendors, make reservations, and communicate with the individual vendors, so that the traveler does not have to. I expect the agency receives a compensation for their services. The reason my group chose to book a trip through TripMasters is just that, so we don't have to deal with the individual vendors.If we wanted to deal with the vendors directly, we would have made the reservations with the vendors directly. Given that we booked through the agency, we expected the agency to provide the expected services that they got compensated for. The agency, being the representative of the customer, should ensure that the customer's paid-for trip is a successful one, and the customer indeed receives what they paid for. In our case this included getting home safely and on time.When an issue arose, TripMasters repeatedly pointed fingers at the airline, stating it's not their fault, telling us to deal with the airline. Again, if we wanted to deal with vendors, we would have booked with them directly, not giving TripMasters business. Half of our party absolutely had to be back in US on Sunday night, August 13th, which is the ticket that we paid for. Due to the issue, the traveler was forced to purchase another ticket.Because of this issue, I had an additional OVERNIGHT layover, causing me to spend a night at the airport. The agency did not offer a hotel, did not even provide meal and beverage vouchers! Because of the delay, I missed an extra day of work, losing day's salary. My group chose to give TripMasters business, looking to avoid issues during the travel. Not only did we not avoid issues, rather we both, lost money in salary, and had to pay extra just to return from the trip that was already paid in full.Due to the financial stress described above, and due to an inconvenience of the long travel home, I am seeking reimbursement from TripMasters. Regards, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have been offered two round trip coach tickets on [redacted] and $in credit toward a future trimesters bookingThis resolution is satisfactory to me Regards, [redacted]

[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 Although the amount was not correct and I think they are referring to another case, we did receive our refund on December 5, After many complaints to [redacted] and excuses from them, this situation has been resolved My friend and I are happy this is done and will not use them again nor let friends or family uses this company Regards, [redacted]

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because:
Regards,
*** ***

Dear *** ***, Thank you for getting back to us with the clients reply MrJohn Yermian. *** *** *** as stated before has made a purchase online and failed to read the Terms & Conditions but yet accepted them. As *** *** *** stated he has a binding contract which he agreed to terms and conditions during the booking process. The terms and conditions are there so clients are aware what they are purchasing in order to protect them as well as Tripmasters.In order to assist the clients we have filed a claim on the clients behalf to American Airlines due to the airline schedule change. The airline has authorized a special refund for the Airline tickets due to the circumstances. I have attached a copy of the document as proof of the refund will appear on the clients credit card. The amount per airline ticket is Per adult x = + Child = Total refunded by the airline: 4106.08 The refund will appear on the clients credit card within 5-business daysAs for the land services as expressed before the client had a refund due in the amount of 875.08. We have manage to get a waiver from one of the non-refundable hotels. The new amount which is going to be refunded is The refund will appear on the clients credit card within 5-business days.The Crowne Plaza Panama has not replied to our waiver request so the penalty will apply on this hotel which is 364.00. Total Package amount: / Total Payments made: /Total refunds given: /Non refundable amount that applies: We are in hopes that this will settle the client concern and will close this case. We have also disputed the chargeback that he has processed with *** ***.I was trying send an additional email in reference to the clients complaint Just to let you know that we were able to process the last refunded pending the hotel has authorized a special waiver on the non-refundable property.The client will have an extra credit on his *** in the amount of 364.00. Total package price: 8680.97Payments processed: 6491.94Total refunds processed 6491.94Booking has been cancelled with penalty We are in hopes that the client is satisfied with the outcome of this compliant Kind Regards,Marybell M***Operations Supervisor TripmastersTell us why here

Hello,We have tried to contact the client via email, but he has not replied to them. The client is aware that we did not charge him the amount he has indicated below. The original package was for including the car rental. Unfortunately, as explained to MrRonald Barry
S*** our supplier has dropped the Car Rental Promo with *** Rental Car. We are not able to book this any longer. We had offered him an alternative car rental with Alamo, but it was at a higher rate with the option to cancel the car rentalIf the service for the car rental is cancelled then this would not be charged on his credit card.The client decided to cancel the car rental and book on his own. I have attached the last email communication that was sent to the client and also his ok to proceed with the booking and accepting the new rate of 5,with out the car rental option.Sincerely,Marybell M***Operations Supervisor

Date: Wed, Aug 31, at 3:PMSubject: Revdex.com Complaint ID:***To: Revdex.com Cc: *** *** , Julio M*** Dear *** ***, Please note that we have settled this matter directly with the client.Here is a copy of what was sent to the client and his approval and settlement approval.Email sent to client with proof of credit:Thank you,Marybell EM

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

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello ***, We have asked that a supervisor call you backWe do let you know of the hotel options as in some cases late check in is not an optionWe actually started advising this as customers did not read flight times and at destination were confusedHowever, we understand your concernWe
have asked the supervisor to look into this and cover the fee should it be needed in your caseWe specialize in multi city options and in some case due to tie differences or flight options less convenient but cheaper this can make the process frustratingWe are terrible sorry to hear this has happenedWe wish you and your wife a nice honeymoon. Please contact us again should this not be resolved in the next day or so. Best regardsTripmasters.com

Dear Revdex.com,We are very sorry to hear these clients car size was not appropriate for the amount of luggage they hadWe try very hard to train or agents accordinglyNot always knowing how much luggage clients will take can be challenging in some casesWe do suggest packing light for sure but
these cars in Europe are much smaller than what we are a custom to here in the states.We have refunded the and also offered our clients a small future credit for another booking.We will bring this to our agents attention again to make sure they are asking the clients when needed.Best regards,Danielle D***Customer Relations ManagerTell us why here

Dear Revdex.com,Thank you for contacting us about our mutual clientWe have refunded this client in full as of July 25th! We are sorry if there was delaysSometimes the airlines have to review the cases and give us a 6-week time frameWe clearly communicated this to our client and the case is closed
as we have processed the refund in full.Best regards,Danielle D***

The client purchased a trip online via our website www.tripmasters.comOur site allows customers the flexibility to select airline flights, hotels, transportation, sightseeing tours, train, and cruisesCustomize according to the clients special needs
Tripmasters is only responsible for
services mentioned according to what special itinerary the client booked online( transportation, airline flight, train ticket, hotel, and tours)
Tripmasters is not responsible for client luggage, personal items, travel delays etc
*** *** *** claims he had an *** mini which he stored in his luggage(both items mentioned are personal items)
We have reached out to our supplier and they have advice that the client had to settle this directly with the hotel and should of filed a police report at the location Rio De Janeiro, Brazil hotel *** ***
I am not sure if the client followed this procedureWe have communicated this information to him via email
On our behalf Tripmasters has tried to assist the client, but this is a very delicate situation which should of been settled by the hotel *** *** and *** *** ***
Tripmasters does not own the hotels, airlines, and transportation companies
Tripmasters is not liable to compensate *** *** for his personal item
We will send a chaser to the hotel with copy to *** *** so he can follow up directly with the hotel
Sincerely,
Marybell M***
Operations Supervisor
Tripmasters.com

Dear ***,We wanted to tell you we are terrible sorry you feel our company is involved with a "bait and switch" type of practiceWe would like to assure you this is not the caseWe book multi destinations/service itineraries that in some cases are not confirmed right away and we need to find an
alternate propertyOur prices are never guaranteed until the credit card is actual runIt does seem you had a limit issue with your credit cardPrices are very dynamic and can change minute to minuteWe are sorry to hear you felt pressured to purchase the package at the higher rateOur company cannot offer any kind of refund within hours of the card being run as there may be penalties incurredIt seems as though you did select a property that is non refundableThat means this was a discounted rate and in this case has a full cancel penalty the minute it is bookedRemember these rates are given to us in large contracts and we sell in bulk and in some cases due have high penalties. We cannot cancel your booking for a full refund as you did agree to the new priceWe would like you to have a pleasant experience and are sorry this far its has not been due to the price changes and payment processing problem. We cannot grant the refund you are asking for as we do need to pay our suppliers the prices they quotedMaybe we can offer you a transfer into your destination as an apology for not starting out the best or a discounted tour.Best regards,Customer RelationsTripmasters.com

Dear ***,We understand your concerns.The reason the $is not present on the itemized bill is because we pay through a 3rd party that invoices our company on a monthly basis(***) In this case we paid our supplier for what you booked online which was the most basic optionThe line in our system shows as the following:JulDublin, IE *** *** - Or Similar $$CDW (Collision Damage Waiver); THP (Theft Protection) Manual transmission KT $160.52Anything, paid directly to the car rental company would be listed on the itemized receipt you have signed for when upgrading and adding or paying for fees NOT included in the basic daily rate we offered you for the most basic carYou can upgrade online prior to departure in booking processHere is gives these options to do so.We hope you understand the processWe certainly did not overcharge you on your car rental.Best Regards,Tripmasters.com

Dear Revdex.com We have refunded Mrs*** a total of $for baggage feesThis amount we refunded was the cost of bag per person as the fare did not include baggage and the agent did not properly explain according to the clientHowever, the client was also charged for access baggageWe
are not responsible for the weight of the luggageWe feel we have resolved this complaint by offering to refund the cost of bag per personA total of bags were refunded to this clientThis has been reviewed multiple times and we have closed this case as we feel we have given a fair resolution. Best Regards,Customer RelationsTripmasters.com