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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:1) I did request to cancel. I called on 3/1. also confirmed on 3/2. I asked for confirmation # on 3/2 email because the merchant said it was for non-refundable airline ticket. I 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 incurred. I requested  that they show the proof that they paid these fees to the airline for my airline tickets. They were not able to do that so far.  
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. 
Regards,
[redacted]

Dear Revdex.com,We are very sorry that the client felt we did not act on our part. The agents did their job. We would love to give the client the money back but again the supplier is charging us for this airfare. We would love for this client to use our services again and have no problem giving them this amount toward future travel. They are not willing to accept this compensation at this time. IF 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].

[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 am waiting for full resolution in the form of a  refund from the hotel in Turkey from Trip Master Travel Agency as we are leaving tomorrow August 4th. Thank you so much for your help!
Regards,
[redacted]

Dear Revdex.com,We are sorry to hear that the changes were not as easily made as the customer would have hoped. When we book our tickets there is always a change fee and if fare difference applies. However, most of our contracts are non refundable. We do see that a quote of the 128.00 was advised but when...

the agent went to make the change there was a price difference making it the 178.00 TOTAL NOT per person. We can never guarantee a fare price until approved and CREDIT CARD has been charged. We completely understand the frustration of the client. However, the client had decided to purchase new tickets else where. In this case we cannot do anything with the tickets they purchased as they were non refundable. We would like to offer the client a credit for a future booking with us. We cannot refund the cost of these tickets as the client purchased the other tickets on her own and the agent advised these were non refundable. We still must provide out money to the supplier. Out terms and conditions simply note there are non refundable fares and change fees but we cannot give exact amounts until time of new change, Should the client decide to travel with our company again we would like to give them a discount. Best regards,Danielle D[redacted]Operations Supervisor

Hello [redacted],We are very sorry to hear your trip did not go as planned. After reviewing your booking it seems you had selected the itinerary online. We offer customization trips for people who can decide location and or properties to be booked. We also notice you did not select any hotels we list...

as "favorites" in green. Meaning you selected either the default hotel or budget friendly options. Our favorite properties also tend to be the best located properties as well. We cannot refund based on quality of these hotels. We do only keep a certain ranking even for those basic accommodations.It looks like we did file a claim with the supplier about getting a refund for the night where the location was not as you wished. However, this is not guaranteed but we will do what we can to get this back for you. These can take a couple weeks to get a final answer from the supplier. We also noticed you only selected breakfast in Tokyo. We offer meal types under the category in the booking process. We do not see this was included in your selection. Room only is just that Room without any added amenities etc. We see your flight was cancelled due to weather related issues. We always recommend our clients to check flight status and check in at least 24 hours prior as there can be last minute changes. Unfortunately, you did not purchase our highly recommended travel insurance. This would cover weather related travel delays. The airlines typically do not refund for weather related problems or compensate hotel rooms or any added expenses due to this change. We will be back to you in regards to the possible refund of the one night for the hotel in japan. Please keep in mind this hotel was selected in the booking process. So, although we are not 100 percent the supplier will refund we will press them for a refund.Best regards,TRipmasters.com

From: Danielle D[redacted] Date: Fri, Aug 28, 2015 at 1:05 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 so. Marybell has sent me a message to respond directly to you. Although, our client did not like our response we are not obligated to PAY for upgraded seats. He purchased coach seats and in some cases they cannot be assigned prior to departure. Even when he books the seats in booking process they are not guaranteed and state so. Of course we try and do our best for our clients but the airlines own the seat maps and sometimes they have the final say. If client wants guaranteed seats he should purchase the upgraded seats. These are NOT included in our wholesale pricing of our packages. We 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.

Ref To BK# [redacted]
Pax Name: [redacted] x 2
Dear Revdex.com,
In reference to the clients claim we wanted to address their concerns and the issue any inconvenience that they experience during their vacation.
This group is organized a year before departure. This group consisted of 18 passengers which...

[redacted] and [redacted] purchase their services on 05Mar2015. The group was set to depart on 26Sep2015.
We received a last minute notice from our supplier in Peru which stated the following:
The government in charge of Lima downtown is going to organize an event this Sunday 27SEP2015. They are celebrating the “World Car free day” (“Día Mundial sin auto” in Spanish). So they are going to close Lima downtown for motor vehicle and everybody will be allowed to enter by walking or by riding a bicycle.
The city tour was supposed to operate on 27SEP2015. This was completely out of our control so we had to move the tour to the 26Sep2015; which was the day of arrival. The other option was to cancel the tour. We could not switch this tour for the 28SEP2015 since the clients had a scheduled flight at 750AM to fly from Lima into Cusco.
We received the communication late and it was not our intention to mislead the client or cause them any issues during their vacation. The tour was provided, but on the day of arrival.
The clients had a free day to rest on the Sunday the 27th and then a scheduled dinner at night.
The scheduled dinner on the 28SEP was scheduled for pick up at 730PM and in the manifest it states it ends at 1030PM.
Flight was scheduled for departure at 750AM on the 29Sep travel time to the airport is about 1 hour and check in is required to be 2 hours prior to departure. This is why the client had to be picked up very early in the morning.
The times listed on our site are estimated, for this reason the tour guide at the location will advice the clients the day before of the actual pick up time. We have all this information listed on our website.
All times are approximate, subject to slight change due to lines, traffic, acts of Nature or participant's and/or suppliers short delays.
Here is the link to our site with this particular package:
[redacted]
In reference to the client having altitude sickness and being exhausted these escorted groups can be a little tiring depending on the client. Please note that Peru altitudes vary per city and this may also impact the client’s health.
Lima – 5080 / Cusco – 10800 / Ollantaytambo – 9150/ Machu Picchu – 8040
These are all the cities the client visited during her trip. As stated before some clients will experience altitude sickness.
We do customize many groups and service independent itineraries in order to service each client’s needs. Escorted groups may not suit every client’s expectations or needs and may feel a bit overwhelming since they offer many full day tours.
Unfortunately, we are not able to supply the clients with any refunds since all services were provided, and the client did take part in all the tours. The bus service provided and the tour tickets were pre-purchased and utilized by the client. As stated in our terms & conditions that these services are non-refundable.
Once again we do apologize for any inconvenience that the client might have had during their trip, but some situations are completely out of our control.
Sincerely,
Marybell M[redacted]
Operations Supervisor
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 Revdex.com,We thank you for contacting us. As you would understand we had an influx of cancellations due to the terrorist attacks. We had to work on a case by case basis. So, this certainly slowed the process a bit. However, we have refunded these passengers and they have a total of $765.67 in...

cancellation fees. Please understand that we had to charge some basic fees that the suppliers in some cases were not willing to waive. We 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 results. The refunds were provided on DEC 3rd Best regards,Danielle D[redacted]

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 time. Thank youTRipmasters.com

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 953P. The 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.aspx11. AIR 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 changes. The 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 cause. We are not liable for cancelled flights, flights that are missed or flights with misconnection due to any airline scheduled changes. We are not able to compensate for hotel overnights if such may occur due to an airline schedule change. The 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 company. The client will not receive the amount he is requesting the refund he is entitled to is US$ 875.08. 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 4 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[redacted]Operations Supervisor

Dear Revdex.com,We apologize that we had responded prior to a completed process of changes. We were able to change these passengers to stay in Athens and not travel to Turkey. However, the portion of turkey we are still waiting on claim wise from our vendors. These can take 4-6 weeks during high season. We have offered our mutual clients the new hotel in Athens and have discounted it by $100.00 to help with change costs. At this time we must wait to see if the vendors are willing to refund the non refundable portions of Turkey. We cannot guarantee this refund but will pressure our vendors for the help. If they are unable to help we will see what else can be offered going forward. Again, we are very sorry the clients are not happy with the change penalties or the process in which we need to retrieve any funds.  We wish our clients a very nice vacation.

Dear Revdex.com,We are so sorry that our clients experienced a problem with the visa for their honeymoon. In general we do not advise on this information. We have travelers from all nations so it is not possible for us to advise on these things. It is the clients responsibility to contact the necessary...

consulates before traveling to ensure they do not need any visa based on their citizenship. This is the clients responsibility to check what documentation they are in need of before departure or booking. We cannot be held responsible for this and it is agreed to in the terms when purchasing a package.Tripmasters.com

Dear Revdex.com, We understand there was a miscommunication to our accounting department. However, its the clients responsibility to have the insurance company contact our company in a  timely manner to get complete claim information. Our accounting department is not responsible to go gathering the information for the insurance company. A claim rep needs to come to US for this detailed information and we will report in a timely fashion. We do not have record of the client or insurance sending us any concrete information before June.We believe we have done our best to assist this client in a timely manner.This case is closed as we have provided what was needed. Regards,[redacted]

Dear Revdex.com,We have just received the clients complaint and it was posted to our post trip complaints just on June 13th so it will be put into the process of investigation. Usually we submit the claim to the supplier and wait to hear back. These cases can take anywhere from 3-6 weeks. We will however...

refund the transfer before we get word from the supplier on why this was not a "private transfer" as indicated on the voucher. This amount for refund is $66.49 and will go back onto the card the client booked the trip with. This may take 5 business days to appear.The tour in Turkey states that you will be picked up at city hotels. However, this doesn't mean at the hotel location you are at. They only pick up at select hotels. It is clear they ask the client to reconfirm this tour 1 day prior. We show this tour was booked and confirmed through Viator along with all the other services under [redacted]. We will also go ahead and refund this tour and dispute with the tour operator as we show this was confirmed. This amount to be refunded is $69.29.We contacted [redacted] and the airline tickets were ticketed correctly. We believe that the airline may have oversold this flight and this is why they tried to move them. However, the flight was taken so a refund for the flight is not possible. However, tripmasters would like to offer a credit of $100 per passenger for the flight/ vacation package troubles. In order to process these refunds in total we need the client to agree to the total refund in the amount of $335.78. We will also forward this communication on to our client for acceptance in compensation. Best 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.  Although the amount was not correct and I think they are referring to another case, we did receive our refund on December 5, 2015.  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]

Dear Revdex.com,Thank you for contacting us in regards to our mutual customer. We are sorry for any delay our customer has had to wait on. We addressed with the supplier again and they were just today able to send us a copy of the charges they charged the client. The client paid us 160 for the BASIC daily...

car rate for 7 days. The charges we see below show that the upgrade, super coverage and GPS may have been the reason for such an increased charge. However, he paid us the normal basic rate and the car rental company charged him to upgrade the car. Which is just the difference. We understand these charges may seem like a lot to the client. He had chosen locally to add some of these services. There is no refund due from our side. We hope Joseph understands we did not overcharge him for his reservation. He booked the basic non upgraded version online in the booking process.One Way Drop Fee:  €44.06 EURSuper Cover:  €96.00 EURPrepayed Fuel Option:  €36.59 EURLocation Surcharge:  €26.43 EURCredit Card Fee:  €5.00 EUROther Charges:  €56.00 EURVehicle Upgrade:  €210.00 EURGPS:  €65.00 EURVAT:  €55.07 EUR Total:  €594.15 EUR

Good Day [redacted],The airline part is not the problem it is the land portion. The airline may still have a change or cancel fee but the Trains and hotels are non refundable which is a larger amount. Airlines can also be changed but not always the origin or destinations. You will need to request a "quote" in writing to [redacted] so they can check rules and regulations of contracted ticket. Remember we have bulk contracts with airlines and these are in some cases much cheaper meaning more fees. We can assure you that the suppliers will not waive these fees due to the reason for cancellation. When the attacks in Paris happened we had many passengers traveling and this of course was one of the larger first attacks we heard about. There was thousands of passengers traveling during this time and we tried to accommodate on a case by case basis as this was the only way we could approach the number of cancellations or changes. The suppliers ended up helping in some cases due to the large number of affected passengers.We have had only quotes this time around not cancels. It is a very sensitive matter and we understand the concern but as of now there are now full refund waivers from airlines and or hoteliers. Please send email quote in writing for actual cancel figures. Best regards,Tripmasters[redacted]

Dear [redacted]
 We see you have had to cancel your reservation due to denial of a [redacted]. 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 [redacted] 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