Liberty Travel

We contacted Ms [redacted] yesterday since our customer service team was not involved in any issues here We received the details from the consumer directly and we are going to have this researched for her and will work with her directly from our HQDear Ms***,Thank you for taking the time to speak with me yesterday and allowing me the opportunity to have your file reviewed Please know that I have forwarded all the information you had provided to the appropriate parties and they are in the process of investigating your account and will be in contact soon to review I would like to thank you once again for your patience and understanding while we work on your behalf to figure out what has happened with your bookings

Liberty Travel has done another review of your file and have decided to increase our offer to the below: $(total paid for air and land) Future Travel Credit on your next nights or longer air and land or cruise package booked through Liberty TravelThis future travel credit offer is good for one year from today’s date, is non-transferable, has no cash value and is based on availabilityThis letter cannot be used as a deposit on a packagePlease note this original letter must be presented at the onset of booking otherwise this credit will not be valid for that trip

I can confirm that a refund was processed to the consumers visa card on Oct 25, in the total amount of $ Apologies if there were any delays

This was handled and at no extra charge, we apologize that the customer was unhappy, but are glad to see in the end we were able to accommodate the customer-- Jamie [redacted] - Team Leader Branch - Meriden [redacted] StreetUnit D Meriden,CT p: ###-###-#### f: ###-###-#### e: [redacted]

This was handled and at no extra charge, we apologize that the customer was unhappy, but are glad to see in the end we were able to accommodate the customer-- Jamie [redacted] - Team LeaderBranch - Meriden [redacted] StreetUnit D Meriden,CT p: ###-###-#### f: ###-###-#### e: [redacted]

First of all, we are FC USA Inc DBA Liberty Travel I am not sure where ' [redacted] Travel' came from, but this is a customer of Liberty Travel.Due to some bad weather in the U.Sthe clients missed their connecting flight in AtlantaThey had to stay in a hotel in Atlanta for the night which resulted in their missing the private transfer, that had been provided to the customer at no additional cost, in [redacted] the next day He was instructed at the time of the missedconnection to save his receipts so that he could file a claim with the insurance company - [redacted] ***A few weeks prior to leaving on this trip, the client emailed me the agent while she was on vacation and called our store at AM while we were closedWhen he did not receive a call back within an hour, he reported to our customer service and was contacted soon after by ***The client asked to be switched to a different hotel that was the starting point of the CIE tour he was takingAs per the client's request, we changed his hotel and absorbed the additional costs for the upgrade as an act of goodwill for the communication mishapHis flights were booked under the correct names, but the client's first name was not showing up on his electronic ticketIt was fixed within 15minutesHe was booked on the only hhop-off bus tour in [redacted] that we have in our system, but the client claims that there were other bus tours thatwere closer to his hotel.When he returned from his honeymoon, we gave him all the necessary contact information to file a claim with [redacted] for the issuesThe taxi fare he isasking for was included in the insurance claimThe fact that he has not yet received his check from [redacted] is something out of our hands at this point The refund is a reimbursement that he purchased the travel insurance for

Unfortunately we have no record of this complaint on file She did not mention which location and/or agent she tried to work with If we knew that we can try and contact the store to find out what happened on her behalf.Please provide additional contact information if possible so we can look into this matterThank you!

We had sent the traveler the below offer on July which she was not happy with The agent then fought for additional compensation and was able to just get approval to call the traveler and offer $cash refund in addition to the below $future travel credit = $in compensation They should be extending this offer to her this week.July 8, 2015: Liberty Travel is bound by contract with all our hotel partners In this case we approached the [redacted] Beach Resort to see if they would allow us to break our contract and provide us with the approval to charge you the rate difference you had seen on their websiteAccording to the rates and fees there is a difference of $a nighttotaling $per room between Liberty Travels contracted rates and the hotels online rates The hotel has declined this offer as you would have had to book with them directly to secure this rate, if it was available at the time of bookingUnfortunately, we are unable to refund you the difference in fee as the hotel has charged Liberty Travel per the contracted ratesOnce again we would like to apologize for your disappointment However, as a gesture of good will Liberty Travel would like to offer the following:$Future Travel Credit on your next nights or longer air and land or cruise package booked through Liberty Travel

As per our manager, the consumer was never hassled for final paymentTheir consultant called them once as a friendly reminder We were told the consumer had to change her plans because her son was being scouted by major league baseball teams, this was the reason for the travel changes They were given a breakdown of what they paid and where the money went, see below As for the insurance, they chose to cancel their plans which is NOT covered under the insurance policy Below is the breakdown of what was paid and where the money went to We cannot refund them any additional monies as everything is accounted for below Their money that was given to us was used as they were explained to The manager did handle making the reservations for them at the hotel and the car rental but they were never paid for The breakdown shows where their money went They received the $refund back via check in August 2017: You gave Liberty Travel $2,Insurance Policy was $[redacted] ticket to SJU $ [redacted] ticket to SJU $[redacted] change fees to PHX $[redacted] Ticket to PHX $348.40Refund to the [redacted] on 8/ $

Yes, I called Revdex.com to correct the mistake after I hadsubmitted the complaintTrue, it is Liberty Travel; my mistake.The missed transfer in [redacted] was not able to be claimedwith the insurance companyTo say it was at “no additional cost” is not true.I gave this company $5,and they offered to do it for usFurthermore, itwas given to us after the agent finally admitted that she overlooked thatportion of the tripThis is the message I received from [redacted] on August12, “Please know we did reconfirm your transfers inIreland prior to your arrival and that we did also contact them to make certainthey were well aware of the change of all your arrival information by bothphone and e-mail We are so sorry to see you were again inconvenienced bynot being provided the transfers and taking a taxi on your own Ihave spoken to the transfer company and they assure me that you will have theprivate transfer on the return from the correct hotel If you feel morecomfortable taking a taxi or the free shuttle your hotel provides , please letme know and I will cancel the transferKeep your receipt and I willimmediately reimburse you upon your return for the taxi.” Based on thisinformation, I did NOT include my taxi fare with my insurance claimI had emailed the agent, who was onvacationHer auto reply stated she would return on August I waited 3business days for a response to my emailWhen I did not receive one, I calledto inquireI did call at AM, which was AM in New Jersey, and later thatday, I did call customer serviceI got a return call AFTER I called customerservice to complainI did ask to be booked at a differenthotel, which was in fact a lower rateLiberty issued me a refund for thedifference in the amount of $on July 18, The statement that thecost was higher is falseIf the cost was more, why would they have issued me arefund?The claim that the “wrong name wasshowing up on the ticket” is falseMy ticket read “ [redacted] ”, but myname is “ [redacted] ”I have the error and a response via email from theagent dated July There are at least two hop on hop off tours in [redacted] Here is a quote from http://www[redacted] sightseeing.ie/citytour.aspx,“There are two routes on the tour, the Original route is hour 45minutes long with stops conveniently located close to [redacted] 's most popularattractionsYou can hop-off at any time to go visit attractions like [redacted] Zoo, the Guinness Storehouse or The Book of Kells in Trinity CollegeYourguide will point out all the most famous landmarks and points of interest alongthe way, showing you where famous [redacted] ers like James Joyce, Oscar Wilde andSamuel Beckett (among others) lived and spent their time.The second route is through [redacted] ’s Docklands, and takes minuteswith stops including The Jeanie Johnston Famine Memorial ship, The Bord GáisEnergy Theatre and The National Convention CentreYou can also hop-off at Stopto take a [redacted] Bay Cruise.”The fact that they don’t have it in their system, it a poor excuse andnot my faultI was charged for a service that was of no use to meAs mentioned above, I was instructed to NOT file for the taxire-imbursement with the insurance company, and that Liberty would reimburse me(the email stated that I would be reimbursed “immediately”) Regards, [redacted]

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:
We were called by the initial agent and I was harrassed over the phone with regards to payment..the agent went as far as asking whether or not I had a credit card to pay for the balance which we did not agree to pay for in a month's time of booking I explained to Team leader how I felt uncomfortable we felt about the situation with the initial agent and furthermore after the experience we had received a call for my son to attend the showcase in which we wanted to go through the Team leaderThe team leader did say that the hotel was covered and would be paid through the Liberty Travel credit card, using our cash but that they still needed a our credit card to reserve thehotel...also was told that the car rental would be paid alsoWe left agency believing and trusting that the Team leader had everything completed and coveredThe team leader then back tracked and stated that she made a mistake and that she never told us the car rental would be paid forAFTER and only after the trip was done and my husband was home, when we addressed the charge to the Team leader, she said she would contact the hotel because they should not have charged us for the hotelI spoke to the Hotel manager and was told that there was no payment method through Liberty therefore they charged the card on file holding the reservation and also told me that he had received a message from the Team leader stating that they had an emergency situation he needed to call her back about After a week or so of going back and forth with the Teleader...dhe then back tracked again and stated that the hotel was never in the total of money we deposited We went over the list again where the Team leader stated that the hotel was in our total however I questioned it by saying if this is truly tcase...why did they charge us the $575.00?The team leader instead of calling us and admitting that she made a mistake from thebeginning...sent me an email with the break down as if we were the ones that wrre incorrect all along10.No...I do not accept their reply...the business practices of this office are immoral, disrespectfuI, and insulting to us as consumers and peopleI want my ticket back for the amount of $3342.19, as I feel uncomfortable and instructing of everyone in this specific office and the individuals working out of this office. As a lied to and manipulated consumer....I do not trust or respect these individuals as professionals and therefore want the amount of my ticket returned to me as soon as possibleThey will be reviewed and exposed for the deceitful people they truly are
Regards,
*** ***

Thank you for writing to us, however we have many promotions and brochures I checked with our marketing manager and we cannot determine, based on this complaint, what the consumer is referring to Can you please request a copy of this specific advertisement in question so we can see
exactly what is being offered and look further into this?Many thanks!

We had sent the traveler the below offer on July which she was not happy with The agent then fought for additional compensation and was able to just get approval to call the traveler and offer $cash in addition to the below $future travel credit = $in compensation They
should be extending this offer to her this week.July 8, 2015: Liberty Travel is bound by contract with all our hotel partners. In this case we approached the *** *** *** to see if they would allow us to break our contract and provide us with the approval to charge you the rate difference you had seen on their website. According to the rates and fees there is a difference of $a nighttotaling $per room between Liberty Travels contracted rates and the hotels online rates. The hotel has declined this offer as you would have had to book with them directly to secure this rate, if it was available at the time of booking. Unfortunately, we are unable to refund you the difference in fee as the hotel has charged Liberty Travel per the contracted rates. Once again we would like to apologize for your disappointment However, as a gesture of good will Liberty Travel would like to offer the following:$Future Travel Credit on your next nights or longer air and land or cruise package booked through Liberty Travel

[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,
*** ***

This has already been handled by our shop, the information was sent to the consumer

Complaint: ***
I am rejecting this response because:I have been refunded the $on 12/after the representative finally responded
to my call after multiple attempts to contact him I requested him to send me the verification of refund once he processed it but he never responded I had to call again to receive refundI feel as if there is a disconnect since there is no manager on site and not responding to clients causes me not to use this agent again and will also not recommendI had to take matters into my own hands and contact corporate in order to receive refund.
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.]
Better Business Burea To say that I was satisfied was a big overstatementI still feel that Liberty shouldhave refunded our moneyI did try and use their credit to rent a car and found out it was still going to cost meless to rent it on my ownI have simple given up on the issue and will never go to them againAnd anyone I know who is looking for some travel guidance I will tell them my story
Regards,
*** ***

We apologize the $100 future travel credit does not satisfy the customer.  The deposit was done over a year ago so the agent did what she could to satisfy him.He left with it so we did think he was satisfied.  I spoke with our customer excellence team and they advised he can use this on...

any component he wants, just hotel is fine.  And customer excellence can waive the number of nights and the fact that it had to be an entire package.  It can be just hotel, just car rental, just air.It just has to be a supplier in our product line so we can book it for him.

[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]