John Holden Law Office

Dear Revdex.com,Thank you for contacting us! We have been able to rebook an alternative for our clientsThey have accepted the new trip and we will be happy to help moving forward.We are terrible sorry they experienced problems when purchasing the first package.We wish them a wonderful vacation!Best
wishesTripmasters

[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: ***
I am rejecting this response because:
By the perfunctory
response(s) they have provided up to now, it is evident, that they are NOT interested in resolving customer’s
complaints This is contrary to the long established Revdex.com tradition,
which they have elected to ignore. They are either economically hurting (insolvent?) to the point that they are
compelled to MISREPRESENT/LIE to a potential customer about the scope of their capabilities and what can
they do for him/her with the SOLE purpose
of obtaining the customer businessThey know that otherwise that would not
be possibleALTERNATIVELY, the
business model that they are using is antiquated
and lacked the state of the art technology
to do the job right to the detriment of the customer To add insult to injury, they do so with
impunityThe question then is: How much longer can they remain in business
using this present business “model”? At a minimum, before they take your money, they should tell you that they have no control
or jurisdiction over the availability of seats (s) that one is booking ,and,
therefore, you are on you own. They KNOW that under those conditions, no
customer would book a flight with them! Why
would anybody do that? After all, guaranteed
seats on a plane are the most important aspect of the flightWhy would anybody booked an international flight
without knowing, in advance, where he/she would be seatingDoes it make any sense? No, it
does not!
They lost me as a
customer, one who has been doing business with them for over year-off and on.-All
for a Mickey Mouse amount of less than dollars
To conclude, I will consult with the local DA Fraud Division
Office, to see if it is possible to elevate the matter even though the amount
is so trivial but they might be interested in the questionable manner in which
Solar Tours is doing business
To Revdex.com: Thank you for your time and effort in
attempting to show to your members that HONESTY
is not a city in Greenland!
Regards,
*** ***

***,We have been very clear and have offered you some options to compensateWe have refunded you the cost of the airline tickets less the refund you agreed to in writingEven though you are not covered by insurance for the cancellationWe have explained that not having the travel insurance can
be an issue with fees or added expenses due to your ER visitWe also cannot go through with compensation until you reverse the charge-back you have initiated with your credit card companyWe have refunded your card on 7.11.17.Our international airline tickets are booked as one ticketWe cannot cancel an outbound flight without cancelling the return (Otherwise the return would have a "no show value" )The agent understood you wanted to keep the "land portion" only until you knew what you were going to do since it was not sure at that moment. We are willing to negotiate with you but we request you remove the charge-back in placePlease keep in mind this is not our procedure to help with fees imposed by airlines due to last minute medical cancelsWe were willing to help since you are a repeat customer.Best regards,Tripmasters.comTripmasters

Dear *** ***,
This is in reference to the client's complaint
The client booked online on 11/22/she automatically gets an email with services purchased online
On 5May@137PM Brenda H*** sent an email to Suejeil V*** email address ***@***.com; which is the claims
analyst for *** *** International
The breakdown was sent as requested
On 03JUN*** *** email contacted Brenda requesting to send breakdown once again to ***@***.com
On 03JUN@ 455PM the information was again provided to the email ***@***.com
We have done our part and comply with the request all breakdowns were sent to the insurance company and to the clientWe are in hopes that this matter gets resolved we have done our best to answer all information needed to both the insurance company and the client
Sincerely,
Marybell M***
Operations Supervisor

[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: ***
I am rejecting this response because: The merchant needs to show that they paid the airline the noted fee amountAs quoted by merchant, these fees are for the non refundable ticketsSo, please show the proof that they did pay this amountI don't accept their internal system documents.In addition, I requested the cancellation and confirmed via email when they quoted ~$feesThey misunderstood my email, and raised the feesThis is not acceptable practice
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. I just want to have a nice vacationLesson learned.
Regards,
*** ***

Dear Revdex.com,We are terrible sorry to hear about the flight changes and not being able to get ahold of our agents to help fix the flightsObviously in these situations the flight availabilities can be hard to find.Baggage is not something we can guarantee as each supplier has their own baggage
rules. We cannot be held responsible for these type of feesIf the last minute flight change endured extra charges the client should claim these fees with the travel insurance providerShe can reach the insurance provider as follows: http:/*** Best regards,European Destinations

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We are very sorry to hear that our clients had some trouble checking in at the *** counterIt seems that *** had something incorrect on the ticket and it had to be reissued and they were unable to fly out until the next day! We understand how frustrating this can be after waiting all those months to actually travelHowever, the necessary changes were made for the client and trip masters did pay for the extra hotel stay as follows:Please see the attached dispute to the credit card company for the amount the client believed we owed herAlthough, the travel did not go perfectly she was indeed given the goods and servicesWe also made best by refunding her night stay she incurred.Unfortunately, there are no other refunds due at this time. Friday July 14, 2017. *** *** ***
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REF: Charge Back Chart# *** Charge Back Amount *** USD Booking TRIPMASTERS : *** This is to kindly dispute charge back case number *** in the amount of $1,USD, I would like to start by stating that *** *** * *** booked a vacation package online for herself and *** * *** to travel Spain (Madrid-Barcelona) from New York *** ** *** *** *** ** ***
** *** *** *** *** *** were denied checking on June by flight *** *** (carrier of *** ***) due a problem with the ticket issued with *** ***. TRIPMASTERS was willing to rebook these reservations but there was a Request Change not Allowed By Carrier warningBut a *** ticket agent (Lester)was able to re-issue the tickets for June (next day) with *** *** only. We provided a refund for the first night of unused accommodation in Madrid and $ per passenger to assist whatever transportation costs that may have been accrued due to having to come back the next day for their flight. The amount refunded was $USD (see below a copy of the refund issued) *** *** *** *** *** *** used all the services for this trip to SpainTherefore they must pay for the services rendered Here is the copies of the tickets for the trip to Madrid and Barcelona and the credit refund issuedRefundsTran# / Tags Card Holder Name CC Number Refund Amount Approval Code TranTXID Status LoginID Post Date*** *** * *** *** *** *** *** * *** *** *** *** **
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* Booking TRIPMASTERS : *** This is to kindly dispute charge back case number *** in the amount of $1,381.71 USD, I would like to start by stating that *** *** * *** booked a vacation package online for herself and *** * *** to travel Spain (Madrid-Barcelona) from New York *** ** *** *** *** ** ***
*** *** *** *** *** *** were denied checking on June by flight *** *** (carrier of *** ***) due a problem with the ticket issued with *** *** TRIPMASTERS was willing to rebook these reservations but there was a Request Change not Allowed By Carrier warningBut a Delta ticket agent (Lester)was able to re-issue the tickets for June (next day) with *** *** only. We provided a refund for the first night of unused accommodation in Madrid and $ per passenger to assist whatever transportation costs that may have been accrued due to having to come back the next day for their flight. The amount refunded was $USD (see below a copy of the refund issued) *** *** *** *** *** *** used all the services for this trip to SpainTherefore they must pay for the services rendered Here is the copies of the tickets for the trip to Madrid and Barcelona and the credit refund issuedRefundsTran# / TagsCard Holder NameCC NumberRefund AmountApproval CodeTranTXIDStatusLoginIDPost Date*** *** * *** *** -262.49***Posted*** *** **

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I have reviewed the response made by the business in reference to complaint ID Please provide them with my booking number: ***Regards, *** ***
Regards,
Melanie Hernandez

[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: ***
I am rejecting this response because: Attached is a copy of the itemized receipt that I received from *** upon checkoutThere is no indication that Tripmasters paid $USD as they claimIf it is true that they did pay this amount of money to *** for the rental car, then it should be noted on the itemized receiptTo their point, I absolutely understand the additional charges that I received upon my OWN request at the airport in Shannon, but what I do not understand is how they can continue to claim that they paid a portion of my rental agreement with no record to support their claimIf they are able to produce an itemized receipt that shows that they made a payment of $to *** on my behave, then I will gladly accept the charges as they currently areHowever, the receipt that I have from *** that shows that the total amount of the rental agreement was charged to my credit card with no voucher credits appliedHowever, as it stands my itemized receipt shows no vouchers or credits applied to my account
Regards,
*** ***

***,There are several places where we mention baggage when purchasing a packageYou MUST agree to the terms and conditions when purchasing the package, Here it clearly indicates we are not responsible for such feesWe understand your point clearlyThe total amount given is for bag checked per personThe average traveler can pack the one checked suitcase for the time you traveled and should they not be able to they must pay the airline the additional feesYou mention prior you have special equipmentWe have closed this case and have refunded the amount we feel we should as a good will gesture.This is our final communication on this matter. We are very sorry to hear this was not the outcome you expected.Best 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Complaint:
I am rejecting this response because: What are the fees that will be imposedWe will decide from there if we want to cancelFunny thing is I contacted the airlines and they told me they would be willing to give us a credit but because we booked through you, we bave to go through you
Regards,
*** ***

Complaint: ***
I am rejecting this response because the offer is not adequate for someone who had to pay for services as a result of the company not providing the services included per its own terms and conditions and for someone who is not interested in doing business with the company againThe reasons are the same as previously indicatedNothing has changed
Regards,
*** ***

Good Afternoon, We have reopened the claim with the supplier for Mr***It seems as though the charges on the credit card were not valid chargesHowever, the supplier has told us the client has gone to the wrong courtyardThe address we have seems to be the correct oneWe will be
refunding the client the extra room charges but need verification from the supplierWe have sent a follow up message and will wait until the end of the week to hear from the supplierOtherwise we will proceed with refund for the charges should Mr*** had gone to the correct hotelEither way we will sort this matter outWe apologize for the delay but it seems the supplier did not understand what the initial problem was with the charges on the first claim. We will be in touch with this client by DEC 30th with a responsible resolution.Best regards,Danielle D***Customer Relations Manager

Dear Revdex.com,We understand there was changed made to this itinerary before departureThe agent has in writing the clients agreement for the days car rentalOur clients can choose to make change to a fly in driveWe are sorry if there was any confusion on this but the client did only pay up for two
days car rentalThere is no refund due in this caseHowever, we would love to offer a future travel credit for our client to use toward another trip.We are very sorry to hear this client was not satisfied with our service.Best regards,Danielle D***
*** ***

Dear Revdex.com,The client was upset because she booked a travel package online and the hotels she selected offered Double bed and she needed single twin beds. Tripmasters cannot guarantee bedding request as stated on our Term & ConditionsBedding (number of beds in room and size of
beds) is not guaranteed and subject to hotel availability at time of check in.We have manage to change most of the rooms to beds with the exception of one hotel the *** Hotel Minamisenba in Osaka. She will have to pay directly USD upon check in for the extra bed needed in the room. We have issued a credit on her *** *** in this amount to compensate for the extra charge. Unfortunately, this hotel will not accept our company credit card over the phone. Per their request the client has to pay directly.We have compensated the client as a gesture of good will, but as stated above we are not responsible for bedding accommodations in hotels.The client has agreed to this charge and credit. I have attached a copy of her ok.Sincerely,Marybell M***Operations Supervisor

***,We understand your frustration about not getting home on time and losing money due to the airlines schedule changeUnfortunately, this can happen when travelingTripmasters does indeed book the travel but we have no control over the airlines changesWe always recommend travel insuranceThe airlines are responsible to cover any additional nights of travel and or meals if there was mechanical issues that caused the plane changesTripmasters is not responsible for reimbursement of such things this is why we offer travel insurance multiple times in the booking processIf you had to purchase a new ticket then the client must send proof of purchase of new tickets and we can refund the orginal return trip based on this claimThis must all be sent to us at *** Best regards,Tripmasters.com

[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: I understand you completely. We did check one bag per person and had only one carry on between us other then my purse. The amount of $50 per person is not adequate to cover the cost of checking a bag vs no bags to check, especially since it was not booked at the time of purchase there is a substantial penalty! And agreeing to your terms and conditions regarding not paying for luggage I have no problem with, you shouldn't be responsible for my bags BUT you did not tell me this flight, which was the only one of all the had no bags that I could check. I have confirmed all this via verbal and written confirmation from the airline that they luggage must be purchased at the time of booking or you pay a very high penalty. I paid $580 US dollars!!! That is just for checking in 2 bags it's not including the cost of the seat! What you should do is let the customers know when booking that they can purchase the tickets with or without checked bags. If this had been offered to me and I MADE the choice to not check luggage then I would not ask TRIPMASTERS to be responsible.
Regards,
[redacted]  [redacted]

[redacted],We are so sorry you are frustrated with the cancellation policy. Our suppliers are the ones who impose the fees. We 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 money. We are not telling you to go to a place you are...

not comfortable visiting but there is a travel alert and these are very common. Unfortunately,  Europe in general has had many travel alerts over the past year or so. With this being said this is the traveler who decides to purchase and we cannot close the destination unless ordered to do so with a ban. We are also not trying to be unreasonable the penalties are contracted and cannot be waived. The airline can usually be changed for a fee but in this case the eurostar tickets are non refundable and the hotels are non transferable. There has only been a alert not a travel warning. These are two different things. We 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 trip. Tripmasters[redacted]