John Holden Law Office

Date: Tue, Oct 3, 2017 at 11:03 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 cancellation. Our company has refunded those tickets less the AIRLINES penalties we cannot waive. This was agreed to when purchasing the package in the terms and conditions. Our 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 cancellation. We are very sorry that your experience was not as hoped for when having to make a change on your booking. Regards,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 case. It is unfortunate the client did not feel this was good compensation. The client had a last minute cancellation due to medical need and wasn't clear on how the tickets are issued as one international portion. On Jul 11, 2017, at 10:21 AM, Danielle D[redacted] <[redacted]@tripmasters.com> wrote:[redacted],I realized the copy of the credit was not shown in attached. Here is a copy of the credit that was done today for the original tickets. (the credit may take 3 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 penalties. In 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 1 round trip ** ticket internationally or even 2 domestic tickets depending on cost to make up for the difference in new tickets. Please keep in mind this is not something we normally offer to our clients. You are a repeat client and we do value your business. We cannot make any of these agreements until we have a copy of the charge-back reversal. We 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 value. The tickets purchased are one ticket not 2 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 Date1225450    [redacted] -1,781.28 REFUND[redacted] USAePAYID[redacted] 3 Posted [redacted] 7/11/2017 10:07:31 AMRefund's DetailsID Date Entered Inv. Date Inv. Total Paid/Void Date Amt. Paid User Check # Notes[redacted] 7/11/2017 7/11/2017 1781.28 7/11/2017 1781.28 [redacted] :Credit Card-- Tripmasters.comDanielle D

Dear [redacted],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 experience. We hope you enjoy your trip and look forward to serving your travel needs going forward. If 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 Revdex.com, It is unfortunate that this fight had a cancellation. We recommend all clients purchase travel insurance. We cannot be held responsible for cancellations by the airlines for extra incurred expenses. These claims should be filed directly with the airline should the client not have...

purchased the travel insurance we highly recommend. In some cases the alternate flight options are not convenient but may be the only option at that time. We  apologize for that but this is beyond our control. Best regards,TRipmasters.com

Hello [redacted],We are so very sorry to hear your last stay in Rome was not as you expected. We have opened a claim with the hotel on Sept 15th! We are still awaiting the vendors response on this investigation. We have sent a follow up on Oct 2nd in regards to this complaint. We should have an answer...

shortly. These claims are investigated on a case by case basis and as you can imagine Europe has just ended its high seasons so sometimes these cases can take longer at the end of high season. We assure you we are investigating the matter with the supplier and will advise you very soon what we were able to find out. Should the vendor not have a satisfactory answer we will review the case ourselves for any further review we feel is indeed necessary. We are very sorry if Veronica was unable to return your calls/emails she is on vacation for the last week or so. However, this is in our customer relations hands now.  We will be in touch shortly regarding your claim. 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:
Regards,
[redacted]
Please be advised this company is operating with such poor practices that they are even falsifying information to the Revdex.com. It 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 FLIGHTS. And the email I sent them was hence confirming cancellation for only my outbound tickets, there is no mention of round trip verbally or in writing. I don't work there and would have no knowledge how they book their tickets if they don't do their due diligence and inform me. I 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 behavior. I am taking them to court so we shall see how much they're willing to lie in front of the judge!

[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:This is not the service I was supposed to recieve. I spent thousands out of pocket. Not acceptable!
Regards,
[redacted]

Dear Revdex.com, We would need to know the customers booking number to further investigate. However, if insurance was not purchased chances are they will not be eligible for a refund on missed services. Should 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 airline. Airlines prefer the client to do these directly based on the individuals experience as they were there when the delay or cancellation occurred. Should you have access to your booking number please forward it on to us for further review. Best regards,Tripmasters.com