John Holden Law Office

Date: Thu, Mar 8, 2018 at 11:03 PMSubject: Complaint resolvedTo: [email protected],I am very happy to report that my complaint (#[redacted]) has been resolved. Thank you for your support on contacting the vendor on my behalf, I am greatly appreciative to you all!--Elise B**, M.A., LMFT

Dear Revdex.com,We are very sorry to hear the passenger was not happy with the flight options she selected. We have however checked the legal time the airline was offering and it was as they call it a "legal connection".Our client has already departed on her trip and we hope her check in she was concerned...

about was smooth process. She booked a wholesale price so the itinerary may not have been as she would have preferred but she agreed to this before purchasing the package.  Changes are not always easy AFTER the airline ticket has been issued. The airlines have strict penalties to change tickets. This is why we suggest they carefully read the itinerary and the terms of the booking BEFORE purchasing. We do hope our client enjoys her trip and everything works as expected.There is nothing further on this case at this time.Regards,Danielle D[redacted]Solar ToursEurope- Operations Supervisor

Hello,We have contacted client [redacted] and have emailed her the following:We are contacting you in reference to your refund request.  We have presented the case to [redacted] Airlines and they have only authorized to refund the unused coupon in the amount of 173.88.  [redacted]...

Airlines did not authorize to refund the tickets you had to purchase at the airport.  Unfortunately, we do not have the support we need from this airline in order to solve this matter for you.  We deeply apologize about this inconvenience that was caused to you and your travel partner.  As a gesture of good will Tripmasters has authorized to give you 2 domestic tickets on Delta Airlines in order to settle this case.  This is the best we can do on our end considering that Tripmasters does not have any control over the airlines.   ---------------------------------------The client has accepted this offer in order to settle the matter and he understand that Tripmasters is not responsible for the actions airlines take such as flight cancellation, schedule change or any other flight cancellation or alterations they may do at the airport.  We tried to contact the airline several times to refund the client but they only processed a refund for the unused sector of the flight coupons.  The client has advice that he will not make any further claims in reference to this booking [redacted]. I have attached a copy of the settlement letter and the client's agreement.Sincerely,Marybell M[redacted]Operations Supervisor[redacted]

Dear Revdex.com,
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

[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: The suggestion that adjusting the Lima day tour and the airport pick up time were "completely out" of the businesses "control" is a ridiculous farce. My husband and I entered the Lima city center the day the tour was origionaly scheduled and although traffic movement was restricted, it was not prohibited as the company is claiming. Our driver simply dropped us off three walking blocks from the main square. The itinerary stated that hotel pick up time for Lima airport would be at 06:30am not 04:50am. There are flights departing from Lima to Cusco every half hour. If the outbound scheduled flight was truly out of the company's control, which I do not believe for a minute that it was, scheduling a dinner the night befor that returned clients to their rooms at 23:00 is the irresponsibility. To address the "altitude sickness", the company conveniently ignored the actual statement that I made. I fell ill due to "exhastion" at altitude, not altitude. My husband and I don't live in Los Angeles, we live in Denver, Colorado. As for the assertion that we must be clients with special requirements, my husband and I are healthy, middle aged, experienced world travelers. Of corse we participated in all of the tours, we had little choice. If we had not, the company would assert that we voluntarily opted out and still try to refuse a refund. The quality of our experiences on these tours due to sheer exhastion is why I am seeking a refund. Being in the business of adventure tours should not mean being in the business of torture by sleep deprivation.
[redacted]

Better Business...

Bureau:
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 $400 in credit toward a future trimesters booking. This resolution is satisfactory to me. 
Regards,
[redacted]

Dear Revdex.com,We have been able to find a flight alternative that this client has agreed to. We have also absorbed the difference in flight for the client. We do not usually do so as this is subject to airline changes. However, we wanted to see what we could do to help this client the best way possible....

We hope the new tickets work out well and they have a wonderful trip.Best regards,Tripmasters.com

Hello Magalis, We are terribly sorry for the charges on your card.  We have refunded your card as follows:Refunds [redacted]
[redacted]...

[redacted]
[redacted]                  error.  We are very sorry for an inconvenience that has occurred. 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]

[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:
As I have told Solar Tours many times, [redacted] is NOT my trip insurance company. It is the trip insurance company of my travel companion. The fact that Ms. V[redacted] provided the necessary info to my companion's trip insurance company does me no good at all. My trip insurance company is [redacted], which I told Solar tours. They in fact acknowledged their error, apologized and sent me a portion of the information I required to submit a claim. They then, however, went silent. They refused to provide any more information, including the basic initial breakdown of the cost of the trip. This made it impossible for me to submit a complete claim, and very unlikely that I will get my money back. My 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], We are very sorry to hear the hotel you had selected in the booking process was not up to the standards you anticipated. After reviewing the property this is a very basic 3 star in Ireland which can be in general older accommodation. The rankings are still fairly decent. It seems...

that we did send your complaint off to the supplier and they mentioned the hotel tried to change your room to another. We cannot refund hotel stays based on unsatisfactory as this was not a "favorite" property and very cost effective. Please let us explain we do not make a high yield on these packages as we are always trying to pass the savings to our clients. We always recommend selecting from one of our "favorites" Which tends to score higher. This is listed as a 3 star 85 score ranking which is decent. We understand it was in a great location which again tend to not be the most favorable due to the high traffic. Although, 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[redacted]

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 Revdex.com.  
Regards,
[redacted]

Date: Thu, Feb 1, 2018 at 3:51 PMSubject: [redacted] CaseTo: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted],Just following up to our conversation. We did in fact settle this case back on Nov 9th with our client while offering her a refund for the hotel stay with her acceptance. Below is a copy of the credit for the hotel stay. Along with her acceptance. Let me know if you need any further details. Thank you for following up with us. -----Original Message-----From: &[redacted]&[redacted]; &l[redacted].[redacted]&[redacted]Sent: Wednesday, November 08, 2017To: &[redacted];Trip Masters Europe&[redacted]; [redacted]@email.tripmasters.com&gt;Subject: Re: Booking: [redacted] [[redacted]]Yes we will accept.  Thank you.[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 control. For 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:
a. Airlines
All airline tickets are non-refundable once ticketed.
I have attached copies of the airline confirmations and cancellation policy. Please provide this information to the client. He 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 DEAL. In 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 2 airlines that the client booked online. Unfortunately, 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 airline. In 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 passenger. I 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

[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 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 3 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 complaints. The 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 [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 $6,790.85.  [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 confirmation. It 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.com. Our 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 writing. Verbal cancellations are not accepted. Cancellations cannot be made online. As 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 cancellation. We had explained that there was a time limit to confirm the cancellation with the option of voiding the tickets with a total penalty of $692.67 but after passing deadline new penalties will be applied. On 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 2nd. The 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 control. These penalties are imposed by the airlines and we cannot just waive or absorb them. We did everything we could to assist to [redacted], but instead, our company received a chargeback before the booking was completely cancelled. The total refund processed to his account was total of $4,830.73 and the total penalty applied due to the cancellation procedure was of $1,960.12. 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 request. Should 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 [redacted]Phone: ###-###-#### (ext [redacted])Fax: ###-###-####Toll Free:###-###-####Solar Tours: Travel Wholesalers to Latin America, Mexico, Caribbean, and Europe

Dear Revdex.com, We would like to apologize to our mutual customer of any inconveniences he may have encountered due to the seat available issues. However, it is always stated in our terms and conditions when booking the package that seats are not guaranteed. However, that doesn't mean an actual...

SEAT. It means the seat assignments prior to check in due to the airlines restrictions and or availability at the time. We as a company understand how important our clients feel aboutpreassigned seats and do everything in our power to help the client.We have communicated with our client on July 2nd and the on July 18th about their seating. We understand they are frustrated about not having the actual seat number. However, in many cases this can happen due to available issues. Our client has booked the trip in HIGH season traveling within 45 days of departure. In these cases the assignments are even less frequent. A seat on a plane is guaranteed not a pre-assigned number in some cases.We value our clients opinions and are sorry that Mr [redacted] is not satisfied by the answers he received. The wholesale prices of the flights/services do not offer us the extra room to provide upgraded seats for free. Maybe in the future we can offer this option but as of now we are trying keeping our costs to direct passengers as low as possible for the packages booked. Best regards,Tripmasters.com

Dear Revdex.com,We were able to contact our mutual clients and re-route them to another destination. We were able to get the change fee waived from the airline but not the fare difference. The cost increase of new tickets. However, we will ask our suppliers for refunds on hotel stay in Istanbul. We cannot...

guarantee any refund as the clients did purchase a special rate when booking called a non refundable rate. The clients have now spoken with our customer service agent and are clear on the new changes.We thank you very much for your inquiry.Best regardsDanielle D[redacted]Customer relations manager

Dear Revdex.com,We are very sorry to hear that our customer did not have an expected trip with our company. However, we have refunded him for the Paris wine tasting tour where he could not bring his under age children.  We also refunded the transfer amount the next day after the strikes took place...

where we had no control over these due to local problems. We also understand the day and evening tours are similar tours but keep in mind these tours are a little different due to an evening view. The descriptions were clear to the client when the package was booked.  We are sorry the client was unhappy with the tour as a whole but feel we have refunded the items that were not serviced.Below you will see the copy of the two credits we believe the client is due.[redacted]    [redacted]-1072-71.91REFUND[redacted] USAePAY[redacted]3 Posted[redacted]6/26/2015 10:58:01 AM [redacted]    J[redacted]-212.50REFUND[redacted] USAePAY[redacted]3 Posted[redacted]7/16/2015 11:12:49

[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]