[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:
Regardless of their "reiterated" sentiment, KeyTours is now denying responsibility of falsifying information to a customer. We were told - verbatim - by their employee Ms. E[redacted] that there were no costs associated with our flight change when we spoke with her after not being allowed on the flight 11/24. On 11/25, they held our trip hostage unless we paid the $700 change fee. Therefore, they falsely stated a price/ cost associated with a service they were to provide, and then denied us services unless we paid an exorbitant fee that was imposed 18 hours after we originally spoke to them (when they claimed no fees would be charged) and hours before our trip. This is, by legal definition, false advertising and against both state and federal law.
I would also like to point out that their continued refusal to acknowledge their negligence regarding the travel documents is unprecedented in any Travel Agency I've dealt with. Their deceptive form contracts (again, an illegal tactic by law) took into account that we would follow the guidelines they set forth - which we did. In any communication before October 30, they said "3 - 6 months" for the validity of the passport. Which, time and again, we have proven we justly followed. Telling us 90 days within a 3 week time frame inevitably leads to us needing an expedited passport which is a cost we would NOT have incurred should their original statement had justly outlined the needs versus being vague and misleading.
Truly, I am appalled that they are allowed to continue business practices in this manner and refuse to take any responsibility for their gross negligence of their duties as a Travel Agency. It is without question that they should continue being investigated by the Revdex.com, as they continue to deny claim and rely on fine print, misleading information and lack of common knowledge to augment their fees and services. Which, as mentioned multiple times in this second refusal of their claim, is illegal.
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:
Regardless of their "reiterated" sentiment, KeyTours is now denying responsibility of falsifying information to a customer. We were told - verbatim - by their employee Ms. E[redacted] that there were no costs associated with our flight change when we spoke with her after not being allowed on the flight 11/24. On 11/25, they held our trip hostage unless we paid the $700 change fee. Therefore, they falsely stated a price/ cost associated with a service they were to provide, and then denied us services unless we paid an exorbitant fee that was imposed 18 hours after we originally spoke to them (when they claimed no fees would be charged) and hours before our trip. This is, by legal definition, false advertising and against both state and federal law.
I would also like to point out that their continued refusal to acknowledge their negligence regarding the travel documents is unprecedented in any Travel Agency I've dealt with. Their deceptive form contracts (again, an illegal tactic by law) took into account that we would follow the guidelines they set forth - which we did. In any communication before October 30, they said "3 - 6 months" for the validity of the passport. Which, time and again, we have proven we justly followed. Telling us 90 days within a 3 week time frame inevitably leads to us needing an expedited passport which is a cost we would NOT have incurred should their original statement had justly outlined the needs versus being vague and misleading.
Truly, I am appalled that they are allowed to continue business practices in this manner and refuse to take any responsibility for their gross negligence of their duties as a Travel Agency. It is without question that they should continue being investigated by the Revdex.com, as they continue to deny claim and rely on fine print, misleading information and lack of common knowledge to augment their fees and services. Which, as mentioned multiple times in this second refusal of their claim, is illegal.
Regards,
[redacted]