Liberty Travel

As per our manager, the consumer was never hassled for final payment. Their 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 $125 refund back via check in August 2017:  You gave Liberty Travel      $2,000.00 Insurance Policy was                        $618.80[redacted] ticket to SJU                    $342.13        [redacted] ticket to SJU                      $342.13[redacted] change fees to PHX         $223.20[redacted] Ticket to PHX                         $348.40Refund to the [redacted] on 8/28                    $125.00

We apologize for any misunderstanding that may have occurred and are sorry to hear the consumer was so unhappy with our service.

I can confirm that a refund was processed to the consumers visa card on Oct 25, 2017 in the total amount of $505.31.  Apologies if there were any delays.

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 matter. Thank you!

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 HQ. Dear Ms. [redacted],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.

There seems to be a misunderstanding so I have pulled the email chain between the consumer and our agents and I cannot see the issue.  It seems that [redacted], the insurance company, did reimburse him for all of the eligible costs.  Also, as per below, he acknowledged but rejected our offer for a free future travel credit .At this point there is nothing else we can do for this consumer. ----------Forwarded message ----------From: "[redacted]" <[redacted]>Date: Wed, Sep 9, 2015 at 9:25 AM -0700Subject: Re: Automatic reply: FW: Airline itineraryTo: "[redacted]" <[redacted]>You are making assumptions and again, failing to do "the work". I called [redacted] myself, and they mailed the check to [redacted]. I live in [redacted]. Like I said, I could have done all of this myself in less time and saved myself some money. Liberty Travel actually has made things worse in many cases. They put a rush on my new check.  I'm not interested in travel credit. I wouldn't use Liberty Travel to book so much as a hotel room for me at this point. I think a cash refund is in order. If you do not agree, we can let Revdex.com work it out.  On Wed, Sep 9, 2015 at 9:15 AM, [redacted] <[redacted]>wrote:[redacted], It is always unfortunate when travel plans do not go as expected.  I contacted [redacted] for you and GOOD NEWS.. they have processed your claim and mailedyour reimbursement check on the 26th of August.  According to their records, the check has yet to be cashed.  All of your transfers were submitted to [redacted] that were reimbursable due to the missed connection through Delta. Unfortunately,  [redacted] cannot process a stop payment until the check has been issued at least 3 weeks.Please check your mail again and contact [redacted] if you have not received the check by the 15th of September. Liberty Travel values your business and due to this unforeseen circumstance, we areissuing you a $200 future travel credit.  You should receive the futuretravel credit certificate in the mail within the next 7 days. My bestregards to you and your family, [redacted] – Assistant Team Leader[redacted] [redacted]=================================================[redacted]p:###-###-#...⇄ [redacted] Your feedback is important to us. In order to better serve your travel needs inthe future, please click here to share yourLiberty experience.  From: [redacted][mailto:[redacted]]Sent: Wednesday, September 09, 2015 11:45 AMTo: [redacted]Subject: Fwd: Automatic reply: FW: Airline itinerary Here is the email that I sent to [redacted] asking for reimbursement on August 20. It's been 4 weeks and I heard nothing. I also was told 2-3 weeks ago that I had acheck coming from the insurance company in 7 to 10 days. Again, nothing. You can hold off on the refund for now, as I have filed a complaint with the Revdex.com.They will be in touch with your corporate office.  ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Thu, Aug 20, 2015 at 11:53 AMSubject: Re: Automatic reply: FW: Airline itineraryTo: "[redacted]" <[redacted]>The cab from the airport to the hotel on our first day in Ireland was 50 Euro. See attached. The second one we took from the end of the tour (City Center) back to the hotel is also attached, but I don't think you're going to reimburse that one since weonly paid for two transfers and used one. On Wed, Aug 19, 2015 at 1:06 PM, [redacted] <[redacted]>wrote:Thanks.Can I have another copy of the "re-flight" confirmation from Delta?The insurance company needs it. It's the one you sent to [redacted]initially. OnWed, Aug 19, 2015 at 12:06 PM, [redacted] <[redacted]>wrote:WelcomeHome Mr. [redacted]!  We hope you had a fantastic honeymoon. We went ahead and started a claim for you through [redacted]. They will be sending you an e-mail shortly detailing theprocess.  I just need a receipt for the taxi in [redacted] at the start of your trip. All the additional receipts will be needed by [redacted]. All the best, [redacted] [redacted] / Team LeaderLiberty Travel=================================================[redacted]###-###-#######...⇄ (Fax)[redacted]Your feedback is important to us. In order to better serve your travel needs inthe future, please click here to share your Liberty experience.THINK GREEN: Please consider the environment before printing this email.  From: [redacted][mailto:[redacted]]Sent: Wednesday, August 19, 2015 1:38 PMTo: [redacted]Subject: Re: Automatic reply: FW: Airline itinerary Apologies,I forgot to attached two additional receipts for transportation while inAtlanta (Uber).  OnWed, Aug 19, 2015 at 10:34 AM, [redacted] <[redacted]>wrote:Greetings.  Please find attached receipts for the incidental costs incurred due to our trip delay in Atlanta. We were stuck for 24 hours and were not able to get our bags.It appears based on the travel insurance policy that we are also entitled to some additional compensation for the time lost in [redacted], during which we hadpaid for one night of hotel and a hop on hop off bus pass. However, the bus pass we were given was not the right one for the part of town in which we werestaying, so I'm not sure if that refund should come from Liberty or the insurance. I have receipts for our bus fare that we had to pay to get into andout of City Center in [redacted] as a result. Please let me know if you need those receipts as well. I'm working on the other receipts that Liberty will be compensating us for too and will have those to you in a separate email. Regards, [redacted]

Liberty Travel has done another review of your file and have decided to increase our offer to the below:       $7975.00 (total paid for air and land) Future Travel Credit on your next 4 nights or longer air and land or cruise package booked through  Liberty Travel. This future travel credit offer is good for one year from today’s date, is non-transferable, has no cash value and is based on availability. This letter cannot be used as a deposit on a package. Please note this original letter must be presented at the onset of booking otherwise this credit will not be valid for that trip.

This customer booked 7 nights at the Hyatt in Honolulu , tons of sightseeing and airfare.  Because it took her over a week to book we lost the Oceanview room that was on request. When it came back as unavailable the next day and we told the client, Mrs. [redacted] was upset and...

accused us of the bait and switch. We then held numerous other options for the customer. City view room at Hyatt, Turtle Bay and Marriott. We then called Hyatt again and an Oceanfront room became available and we held it with an internal credit card.  Called the client and told her the good news. Client was happy and we sent her a paid in full receipt. The next day Mrs. [redacted] called to say she read bad reviews on trip advisor about the Hyatt and wanted to stay at another hotel in Honolulu for 2 nights and 5 nights in Maui. She also asked me to cancel all of her sightseeing. She expressed that all she wanted to do in Honolulu was have her daughters swim with the dolphins and one of the hotels she wanted to stay at had free dolphin swims. I told her I don’t think that is true and I would look into it for her and to please give me an hour to get this together. I also told her she was an absolute priority. I got back to her with all the costs of her new trip in one hour as promised and she came back to me with the fact that she already booked it herself. I also gave her the information that the dolphins were not free and provided her with the cost…She exclaimed she was misled by that hotel and Expedia about the swim so she cancelled that hotel as well and asked me to book the Hyatt for 2 nights, transfers, dolphin swim again and an airport hotel on the last night. I held all of that, sent her an invoice for her to agree upon (Friday) and on Sunday I received an e-mail that she went ahead and also booked everything I booked for her again on Expedia. I sent her an e-mail perplexed and asked why she paid in full for a trip with us and then in full for a trip with Expedia? Then she talked about a bait and switch etc… I did tell her that we had a $150.00 per person cancellation fee.  I waited until Monday morning and I wrote her a letter of apology and spoke to her on the phone. As far as I was concerned this woman was completely happy with our final service and willing to try us again in the future. Due to all of her concerns and issues I offered her a future travel credit to please give us another chance and she seemed happy enough to potentially do that. I am hoping that she was just angry Sunday night when she wrote the Revdex.com only to be happy the next day with the final Outcome. She even cancelled the Hyatt she booked with Expedia and booked it back with us. She was also happy I brought to her attention that the included breakfast was only for the first 2 people in the room and that I called Hawaii directly while she was on the phone to get the cost of the breakfast for the children. Based on my final conversation with her I am very surprised she filed a complaint.  I am attaching her final invoice for what she ended up booking and paying for.  We refunded her the entire portion that she cancelled.  This is a valid trip scheduled to depart in December.

We had sent the traveler the below offer on July 8 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 $364 cash refund in addition to the below $364 future travel credit = $728 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 website. According to the rates and fees there is a difference of $52.00 a nighttotaling $364.00 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:$364.00 Future Travel Credit on your next 5 nights or longer air and land or cruise package booked through Liberty Travel.

The agent has been in touch with the clients Charlene and Irene from the Wedding Group this was booked with. When they checked in on 7/16/2015 the front desk could not find their reservation and said they had cancelled their room because they thought they were a no -show even...

though it was only 5pm. They were booked as part of a large group and they called us and left a message after hours.  First thing in the morning, my staff contacted the hotel and we were told that all was ok and the front desk manager at the hotel apologized to them for their error at check-in.  We did provide the full rooming list to Susan the [redacted] manager at the hotel when the group was booked.  We reached out to the client and to the hotel to be sure they were taken care of.  We did not hear back from them again until they returned last week.I spoke to both of them last week and asked them to provide the details of their complaints so I could forward this to the hotel for investigation as per our Customer Service recommendation. They did receive the room they booked but they were unhappy with the air conditioning, some water leaked into their room,location/view, etc.  The entire group requested to be in bldg. 7 and the hotel was aware of this and they were told that the request could not be guaranteed but the hotel would do their best to accommodate.  I received their letters/pictures of dispute on Thursday and forwarded both to the hotel the same day (7/23).    I let them know that the hotel could take a couple of weeks to respond.  We will reach out as soon as we know more.

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,
C

We apologize for the misunderstanding.  This cardholder has since been refunded and we also spoke with her to follow up on the resolution.

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.
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  Jamie [redacted] - Team LeaderBranch 136 - Meriden [redacted] StreetUnit D Meriden,CT 06450 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 Leader Branch 136 - Meriden [redacted] StreetUnit D Meriden,CT 06450 p: ###-###-#### f:...

###-###-#### e: [redacted]

Our customer service team has been trying to work with this traveler and has offered compensation as per below, but he has declined every offer.  Please see below email chain.  We have offered cash plus future credit for travel.  We are unable to refund the entire trip since all...

goods and services were utilized.  They traveled and stayed in the hotel the entire time, its just that they were booked into the wrong room type which we are trying to compensate them for.  The hotel could not move them during their stay but also provided complimentary services as explained below.  We are offering as much as we can to satisfy this client. _____________________________________________________________  Iask you not to email me back unless Liberty was ready to give me a full refundof my Vacation Package. Iwould prefer that Liberty stood up as a reputable company and did the rightthing. I would prefer not to continue my stress and anxiety over being a victimof consumer fraud, but it looks like Liberty would like to continue with thisprocess Iwill continue with my list and let the judicial system decideSent from my iPhone We apologize once again for your disappointment with our offers.We have reviewed your situation with our legal department to see what furthercan be done to help resolve this matter.   After careful reviewLiberty Travel will be offering the below compensation as final compensationfor this inconveniences: ?    $5178.00 (total value paid for Beaches Negrilfor 4 nights) Future Travel Credit on your next 4 nights or longer air andland or cruise package booked through          Liberty Travel.  Thisfuture travel credit offer is good for one year from today’s date, isnon-transferable, has no cash value and is based on availability.  This letter cannot be used as a deposit on a package. Please note thisoriginal letter must be presented at the onset of booking otherwise this creditwill not be valid for that trip.We hopethat you will reconsider accepting this offer.  Sincerely,    Dawn. You keep referring to the fact that  the facilities onproperty were used as a reason for not refunding my money. I had no choice inthe matter, was I supposed to take my family away from the resort and stay onthe side of the road until my plane left 4 days later.  Your product is a vacation package, it is not my fault I cannotreturn it, and I had no other choice once I was there.  If I purchased an item from a store, was told by the sales personit was the correct item, was shown a visual picture on a computer screen of thecorrect item and it was verbally describe to be what was on the screen by thesales person, and then took it home and took it out of the box and it wassomething different I would return it and I would get a refund.  I am not sure you guys get what you did, you offered, describe andshown me  a specific product then sold me another. Liberty as admitted tothese facts.   Let me make this clear, I WOULD NOT HAVE NEVER BOOKED A VACATIONPACKAGE WHERE I HAD TO SLEEP WITH MY 12 AND 16 YEAR OLD CHILDREN ON THE WEEK OFMY WIFE's 50 BIRTHDAY AND VALENTINE'S WEEK.  So this package you mistakenly gave me was and is worthless to me.None of the benefits of a vacation  for me was recognized, none. You keepcoming back with partial compensation like some how it was just an inconvenienceto me.  On the contrary, it had and still is causing me stress andanxiety. This experience you put me through caused me mental pain andsuffering. Do you understand, please take a minute and put yourself in myshoes, if you are married and have children you may understand. I am willing to let a third party's look at this and come up withtheir own conclusions,  I do not know if you have talked with legal counsel yet, this isclearly defined by NJ as  "Consumer Fraud" You do not need to have intentionally committed fraud for it to belegally defined as fraud, there is something called   "affirmative misrepresentation" this means An affirmative misrepresentation is a statement of fact that is untrue.It does not matter whether the party making the statement knew that it wasuntrue. If the statement is untrue, then it is consumer fraud. Thus unliketraditional concepts of fraud which require an intentional misrepresentation(i.e., a "lie"), consumer fraud may be a negligent, unintentionalmisrepresentation. When this is found to be true What are the penalties for a violation of the New JerseyConsumer Fraud Act?a. Treble Damages.If a jury or a court determines that a party has committed an actof consumer fraud, then that party must pay three times (3X) the amount ofdamages awarded to the other party. For example, if a party is found to havecaused $50,000 in damages, under the Consumer Fraud Act that party must pay$150,000 in damages. Note that trebling of damages is mandatory. The court hasno discretion on this point.It should be noted that insurance policies do not cover fraudclaims – including consumer fraud claims. Thus, although an insurance companymay defend a party in a lawsuit that includes a claim for consumer fraud, theinsurance company likely will not pay the treble damages or attorney feesawarded under the Consumer Fraud Act.b. Attorney Fees.If a party prevails on a claim under the New Jersey Consumer FraudAct, then the other party must pay the first party's attorney fees. In somecases, the attorney fees are more than the damages.In a fairly recent case, the New Jersey Appellate Division ruledthat even where the party fails to establish any damages at trial due to theclaim of consumer fraud, the party is still entitled to attorney fees. Thus, aparty could have zero dollars in damages and still be awarded $100,000 inattorney fees.SeePerez v. Professionally Green, LLC, 2011 N.J. Super. Unpub.LEXIS 2588 (Unpublished) (Awarding attorney fees after plaintiff's consumerfraud claims were dismissed by way of directed verdict at trial). Here is the link to read http://www.avvo.com/legal-guides/ugc/in-a-nutshell-the-new-jersey-consumer...⇄ am willing to let a judge or jury decide, are you willing toincur such cost when you know you are wrong?   Please do not contact me again unless you are willing to refundthe entire amount of the vacation package.           Wallace Rogers   -------- Original Message--------Subject: RE: FW: Beaches NegrilFrom: "Tuccio, Dawn" <[email protected]>Date: Thu, February 26, 2015 2:48 pmTo: "'[email protected]'"<[email protected]>Cc: "Banks-Jones, Geneva" <[email protected]>,"Kelly,Jennifer" <[email protected]>Dear Mr. Rogers: Thank you for taking the time to respond to our email.   We would like to apologize for your disappointment with ourresponse.  We hope you understand that Liberty Travel and your consultantare sincerely sorry for the inconveniences you experienced due to our error. Please know we have reviewed your requests and have made thedecision to revise the previously made offers.  Although we do understandyour frustration and disappointment, we are unable to offer a full refund asthe facilities on property were utilized.  However, we are happy to beable to provide the below revised compensation offer for your inconvenience:  ?    $2589.00 (50% value of your land) FutureTravel Credit on your next 3 nights or longer air and land or cruisepackage booked through Liberty Travel.   Thisfuture travel credit offer is good for one year from today’s date, isnon-transferable, has no cash value and is based on availability.  This letter cannot be used as a deposit on a package. Please note thisoriginal letter must be presented at the onset of booking otherwise this creditwill not be valid for that trip.  OR ?    $1294.50 (representing 50% of the value of twonights) refund back to original form of payment. Should you chose the option ofthe refund above we will have our        office process itimmediately back to original form of payment.  The offers above are in addition to the $241.00 refund we hadadvised previously.   Mr. Rogers, we hope that with the above revised offers we are ableto  restore your faith in Liberty Travel.   Thank you once againfor taking the time to respond to my previous email. Sincerely,  --Dawn Tuccio | Coordinator  | Customer Excellence | FCUSA  69 SpringStreet | Ramsey, NJ 07446 | t: 201-934-3897  | e: [email protected]         From: [email protected] [mailto:[email protected]]Sent: Thursday, February 26, 2015 12:23 PMTo: Tuccio, DawnCc: Banks-Jones, Geneva; Kelly, JenniferSubject: RE: FW: Beaches Negril Dawn,  On Feb 16, 2015 I sent you a letter asking for a writtenresponse in 7 business days or I would start with a list of remedies. Yesterdaywas the 7th business day. Therefore today I filed a complaint with the betterbusiness bureau. You should be hearing from them in the next couple of days.  If I do not receive a full refund due to this complaint I willmove to the NJ Attorney Generals office, division of Consumer Affairs and filea complaint, if I do not receive a full refund after that I will hire anattorney to sue Liberty Travel for a refund plus pain and suffering. I will also spend time and money posting and promoting posts onSocial Media sites explaining my true and honest experience with LibertyTravel.  I am not sure if you understand that this was not just aninconvenience, I would have never booked a vacation on Valentine's weekendwhere I would have to sleep in the same room as my 12 and 16 kids.  Your mistake did not just make my vacation inconvenient, itcompletely ruined it. My stress and anxiety started as soon as I walked intothe room and discovered you sold me something different than was discussed andagreed upon, again that trip would have never been booked by me with onlyone room.  I am prepared to follow through with this as long as it takes.Liberty needs to ask itself if they were at fault, (Which you, Kelly and Evahave already stated) and take responsibility for it by issuing a fullrefund.  As a result of this I have not been able to sleep since my time inNegril , I am experiencing high levels of anxiety from this situation and thelonger it goes the worse it is getting. We came to Liberty because you are professional and we wanted tomake sure that nothing went wrong, we knew we would pay a little more by usingyou instead of booking things ourselves but used you to make sure everythingwas right. This was supposed to be the big vacation my kids remembered forthe rest of there lives, it was also the week of my wife's 50 birthday and itwas Valentine's weekend. This was no vacation, and my kids sure will rememberit because they dealt with their father's extreme stress and anxiety the wholetime we were there. By the time you deal with these complaints with the betterbusiness bureau, NJ State Attorney Generals office, fight a Law suite anddealing with negative Social Media hype, you might think it would have been agood  idea to take responsibility for your mistake and make it right. None of the things I plan on doing to help you make the rightdecisions are threats, they are going to represent my real and true experienceswith Liberty Travel. I am an IT Manager and spend all day everyday online, andwill promote my experience forever.  If Liberty Travel decides that they will not take responsibilityfor their admitted mistake, I do not think there will be a need for directcommunications after this, you will be dealing with the Revdex.com,Attorney Generals office and my attorney.   Can't anybody  or business do the right thing anymore, it'ssad  Wallace Rogers   -------- Original Message --------Subject: FW: Beaches NegrilFrom: "Tuccio, Dawn" <[email protected]>Date: Thu, February 26, 2015 11:41 amTo: "'[email protected]'" <[email protected]>Cc: "Banks-Jones, Geneva" <[email protected]>,"Kelly,Jennifer" <[email protected]> Dear Mr. Rogers, On behalf of Liberty Travel I would like to thank you for takingthe time to speak with the Team Leader in our Vineland, New Jersey.  We would like to express our sincere apologizes for the inconveniences you hadexperienced.  We never like to hear that a customer has experiencedproblems while traveled.   We have looked into your file and although you did sign for theCaribbean Beachfront Concierge Suite we acknowledge that the error was on ourend.   In human error the consultant booked the Caribbean BeachfrontConcierge Suite which was in our inventory instead of the Caribbean Beach FrontOne Bedroom Concierge Suite which was on request.  We take fullresponsibility for this error. When the error was discovered your consultant did all she could toget you upgraded to the appropriate room category, however as it was highseason the hotel was unable toaccommodate you in the appropriate room category.  Please accept oursincere apologizes for this mistake.   While on property we didcontact our representatives at Beaches Negril to see what could be done on yourbehalf to help with the disappointment.  The representative at BeachesNegril advised us that they provided a Complimentary Massage (a $250.00 Value)and a Complimentary Cabana Rental (a $150.00 Value) to use during your stay.  Whenreviewing your file and breaking apart the package we see that you only werecharged for the Caribbean Beachfront Concierge Suite in the amount of $5176.50for the four nights.  However as your consultant had advised you that youwere charged the higher price of $5417.50 we are going to honor the refund of$241.00 that she stated would be refunded.  In regards to the pricedifference advised to you while on property, I have attached below a screenshot of Beaches website for the same time period Wednesday-Saturday in 2016 toshow the true price difference between categories as provided by Beaches Pleasenote that it is also the same promotion you were booked on this year and therates below show there is only a $219.00 difference between the CaribbeanBeachfront Concierge Suite and the Caribbean Beachfront One Bedroom ConciergeSuite.   In your letter you have asked for a full refund for the error incategory, however as both the room and facilites were utilized we are unable torefund your land in full. As a good will gesture for your inconvenience anddisappointment with Liberty Travel would like to offer one of the below optionsin addition to the below compensation previously offered by Beaches Resorts:?    $1294.50 (value of one night) Future TravelCredit on your next 3 nights or longer air and land or cruise packagebooked through Liberty Travel.   Thisfuture travel credit offer is good for one year from today’s date, isnon-transferable, has no cash value and is based on availability.  This letter cannot be used as a depositon a package. Please note this original letter must be presented at the onsetof booking otherwise this credit will not be valid for that trip.  OR ?   $647.25 (representing 50% of the value of one night) refund backto original form of payment. Should you chose the option of the refund above wewill have our        officeprocess it immediately back to original form of payment.  Onceagain I want to extend our sincere apologizes for the inconveniences this errorcaused to you and your family.  If you can please let us know whichoptions you would like to accept on behalf of your family.  Please knowthat Liberty Travel has been in business over 60 years and we prideourselves on delivering amazing travel experiences with every booking. We can only hope that with one of the offers above that you will allow usanother chance to show you our services are second to none.      Sincerely, <image001.png><image002.png><image003.png>...⇄ Tuccio / CoordinatorFC USA Inc================================================================Customer Excellence69 Spring StreetRamsey, NJ 07446201-934-3897 (Internal 603897)201-934-3651 (Fax)[email protected]============================================...⇄ Brands: Liberty Travel, GOGO Vacations, Worldwide Traveler, FCm Travel Solutions, Corporate Traveler, Stage and Screen, DiscountCruises.com, FlightCenter.com,HotCaribbeanDeals.com,Travel Associates, cievents<image007.png><image008.png>   From: [email protected] [mailto:[email protected]] Sent: Monday, February 16, 2015 4:22 PMTo: Kelly, JenniferSubject: Jann and Wallace Rogers - Beaches Nigril Kelly, I have attached a summary of the problem with the trip that wasbooked by you through Liberty Travel. This is really for your Management and or Liberty Travel CustomerService. Please forward this who deals with customer problems.  I would like a confirmation of when and to whom you forward thisto since it includes a time sensitive request in it.  Thank you Wallace Rogers

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.S. the clients missed their connecting flight in Atlanta. They 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 8 AM while we were closed. When he did not receive a call back within an hour, he reported to our customer service and was contacted soon after by [redacted]. The client asked to be switched to a different hotel that was the starting point of the CIE tour he was taking. As 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 mishap. His flights were booked under the correct names, but the client's first name was not showing up on his electronic ticket. It was fixed within 15minutes. He was booked on the only hop-on hop-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 issues. The taxi fare he isasking for was included in the insurance claim. The 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.

Yes, I called Revdex.com to correct the mistake after I hadsubmitted the complaint. True, it is Liberty Travel; my mistake.The missed transfer in [redacted] was not able to be claimedwith the insurance company. To say it was at “no additional cost” is not true.I gave this company $5,000 and they offered to do it for us. Furthermore, itwas given to us after the agent finally admitted that she overlooked thatportion of the trip. This 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 transfer. Keep 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 claim. I had emailed the agent, who was onvacation. Her auto reply stated she would return on August 4. I waited 3business days for a response to my email. When I did not receive one, I calledto inquire. I did call at 8 AM, which was 11 AM in New Jersey, and later thatday, I did call customer service. I got a return call AFTER I called customerservice to complain. I did ask to be booked at a differenthotel, which was in fact a lower rate. Liberty issued me a refund for thedifference in the amount of $31.06 on July 18, 2015. The statement that thecost was higher is false. If the cost was more, why would they have issued me arefund?The claim that the “wrong name wasshowing up on the ticket” is false. My ticket read “[redacted]”, but myname is “[redacted]”. I have the error and a response via email from theagent dated July 23. 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 1 hour 45minutes long with 23 stops conveniently located close to [redacted]'s most popularattractions. You can hop-off at any time to go visit attractions like [redacted]Zoo, the Guinness Storehouse or The Book of Kells in Trinity College. Yourguide 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 35 minuteswith 8 stops including The Jeanie Johnston Famine Memorial ship, The Bord GáisEnergy Theatre and The National Convention Centre. You can also hop-off at Stop7 to take a [redacted] Bay Cruise.”The fact that they don’t have it in their system, it a poor excuse andnot my fault. I was charged for a service that was of no use to me. As 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]

Review: I was searching Booking.com,kayak,expedia ectwhen I got a pop up from an agent that wanted to helpi have chated with Expedia folks before and got an amazing adventure for no assistance chargesI ended up with a gal who kept saying lets lock this in before it gets awaySo I finally got worried that we would lose out on Haawaii over Christmas for mine and my daughters birthday.So I said looks goodThen she needed payment in full so I paid with my credit cardthe next day she comes back with, i'm so sorry the Ocean view room is no longeer availablei can refund you $for the change to city viewBAIT AND SWITCH! SO I SENT HER AN EMAI BACK SAYING NO WAYI'M NOT PLAYING THE BAIT AND SWITCHCANCEL THE TRIP AND I WILL MAKE MY OWN ARRANGEMENTSTHEN THE NEXT DAY SHE COMES BACK AND SAYS GOOD NEWS..SOMEONE CANCELLED THEIR OCEAN FRONT ROOMAND WE ARE UPGRADING YOU FOR NO ADDITIONAL CHARGE.now I really am worried and said lets just forget itShe said well you can't get refunded your airfare which is over $so i'm like SERIOUSLY? IT HAD BEEN JUST OVER HOURS..I STILL HAVE NOT RECEIVED VALID ETICKETSTHE ONES THEY SENT HAVE NO BAR CODES LIKE EXPEDIAS DOTHEN THE GAL SAYS SHES GOING ON VACATION FOR A WEEK I CAN CONTACT HER SUPERVISORTHE SUPERVISOR SAYS OH I'M BUSY IVE BEEN OFF FOR A WEEK ON VACATIONWTH? SO I SEARCH EXPEDIA FINDS SOMETHINGS THAT I TRUST AND TELL HER I'VE BOOKED THEMSHE TELLS ME NOW I OWE LIBERTY TRAVEL $X PASSENGERS AND SHE WILLTAKE THEIR FEE AND REFUND THE REST OF MY 10,700.00! SERIOUSLY? WHAT THE HELL...HAWAII IS VERY BUSY OVER CHRISTMAS AND I KEPT GETTING NO LONGER AVAILABLE..SEEING ROOM LEFT...AND SHE WASN'T HELPING MESHE THEN INFORMS ME SHE WAS WORKING ON IRT WHILE I WAS BOOKING ITWQWHAT A HORRIBLE FEELING! WE HAVE SAVED AND WORKED EXTRA HARD FOR YEARS TO GET SCAMMED LIKE THIS!Desired Settlement: REFUND BECAUSE I ACTUALLY TOLD THEM EXACTLYWHAT I WANTED AND WHEN I GOT NO RESPONSE OTHER THAN I WILL BE OUT OF THE OFFICE THE REST OF THE DAY THEN RETURNING ON MONDAY...SO I BOOKED THE HOTELS THRU EXPEDIA THEN SHE SAID I HAD TO PAY THE FOR THE WORK THEY DID WHEN THE OTHER GAL SAID 'NOPE, WE NEVER CHARGE THE CUSTOMER"WELL I AM NOW BEING CHARGED AND THEY HAVE A DISCLAIMER THAT SAYS IF YOU DO A CHARGE BACK YOU WILL BE LIABLE FOR LEGAL FEESTHIS IS EXTORSION11I CAN'T AFFORD TO LOSE $OF OUR hAWAII SAVINGSwE WON'T BE ABLE TO AFFORD TO EAT! THIS IS CRIMINAL..THEY HAVE RUINED MY 50TH B-DAY AND MY YEAR OLD DAUGHTERS GOLDEN BIRTHDAY
Business
Response:
This customer booked nights at the Hyatt in Honolulu , tons of sightseeing and airfareBecause it took her over a week to book we lost the Oceanview room that was on requestWhen it came back as unavailable the next day and we told the client, Mrs[redacted] was upset and accused us of the bait and switchWe then held numerous other options for the customerCity view room at Hyatt, Turtle Bay and MarriottWe then called Hyatt again and an Oceanfront room became available and we held it with an internal credit cardCalled the client and told her the good newsClient was happy and we sent her a paid in full receiptThe next day Mrs[redacted] called to say she read bad reviews on trip advisor about the Hyatt and wanted to stay at another hotel in Honolulu for nights and nights in MauiShe also asked me to cancel all of her sightseeingShe expressed that all she wanted to do in Honolulu was have her daughters swim with the dolphins and one of the hotels she wanted to stay at had free dolphin swimsI told her I don't think that is true and I would look into it for her and to please give me an hour to get this togetherI also told her she was an absolute priorityI got back to her with all the costs of her new trip in one hour as promised and she came back to me with the fact that she already booked it herselfI also gave her the information that the dolphins were not free and provided her with the cost
She exclaimed she was misled by that hotel and Expedia about the swim so she cancelled that hotel as well and asked me to book the Hyatt for nights, transfers, dolphin swim again and an airport hotel on the last nightI held all of that, sent her an invoice for her to agree upon (Friday) and on Sunday I received an e-mail that she went ahead and also booked everything I booked for her again on ExpediaI sent her an e-mail perplexed and asked why she paid in full for a trip with us and then in full for a trip with Expedia? Then she talked about a bait and switch etc
I did tell her that we had a $per person cancellation feeI waited until Monday morning and I wrote her a letter of apology and spoke to her on the phoneAs far as I was concerned this woman was completely happy with our final service and willing to try us again in the futureDue to all of her concerns and issues I offered her a future travel credit to please give us another chance and she seemed happy enough to potentially do thatI am hoping that she was just angry Sunday night when she wrote the Revdex.com only to be happy the next day with the final OutcomeShe even cancelled the Hyatt she booked with Expedia and booked it back with usShe was also happy I brought to her attention that the included breakfast was only for the first people in the room and that I called Hawaii directly while she was on the phone to get the cost of the breakfast for the childrenBased on my final conversation with her I am very surprised she filed a complaintI am attaching her final invoice for what she ended up booking and paying forWe refunded her the entire portion that she cancelledThis is a valid trip scheduled to depart in December
Consumer
Response:
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]

Review: We booked our honeymoon to Italy through Liberty Travel Fort Lee on a family recommendation. The return of our trip consisted of 2 connecting flights, one from Bari Italy to Rome, and the other from Rome to JFK NYC. Our travel agent [redacted] assured us that the flights were connecting flights when we asked him about it. The flights were in fact a code shared flight between Delta and [redacted] which after disputing with [redacted]. I was later informed that the flights were separate bookings due to the way our travel agent arranged it. Unfortunately due to weather the first flight was delayed and we were late to board the second flight. We were left helpless to try and figure out what to do. We spent hours at the airport to finally find out we could not leave until the next morning with a more expensive flight. The flight was more expensive because it had to go out of the way to Paris first. We had a choice of sleeping at an airport or getting a hotel. We thought we deserved a hotel for our honeymoon since we already endured a day from hell. Our travel agent [redacted] believes it is [redacted]'s fault. We disputed the charges with [redacted] but they were unwilling to help us. They insist that [redacted] at Liberty Travel booked the flights that way. I believe Liberty Travel is responsible since we booked our trip through them. If they wish to pursue a case with [redacted], that is on them. But Liberty Travel is the middleman who booked the trip for us and is ultimately responsible to compensate us.Desired Settlement: At the very least I would expect the difference of payment between flights, the hotel cost, and dinner expense to be refunded. This doesn't even include pain and suffering for one of the most miserable experiences of our lives, to end our honeymoon

Business

Response:

In response to your letter dated November 8, 2013, l was quite surprised to hear about the complaints from Mr. [redacted]. As an Consultant from Liberty Travel, I really went above and beyond the call of duty to help assist the [redacted]s in their honeymoon plans. Most of the hotels booked and chosen by the [redacted]s were non commissionable properties and this is how a travel agency earns its income. Rather than charge a service fee for each hotel, I did this as a gift since they were newlyweds starting out on life and they were a referral to me from Mrs. [redacted]s aunt who has been a client of mine for years.

I booked the flight through our system and gave them over 2 hours to make the connection which is a legal international connection time. Since they were booked on a Delta nonstop flight to Venice, I booked them on a Delta code share home from Rome, which means it was actually an [redacted] plane , as was the flight from Bari to Rome, this should have been a simple and seamless connection.

The problem arose, as the flight to Rome from Bari was late due to weather. [redacted] did nothing to assist them, in making their connection flight. The [redacted]s said that they had a hour to make the connection, [redacted] could have and should have helped their clients as they were standing at the counter. Given the time change when this happened in Rome, l was not contacted until after the fact. I could do nothing as the reservation was taken over by [redacted] and the flight had already departed.

Furthermore, I am surprised to hear of their disappointment with my service, as while the

[redacted]s were travelling in Italy they wanted to cancel one of their hotel stay. I was able to waive the change fees normally charged by Liberty Travel, and make sure no cancellation fees where incurred by the hotel. I did everything possible for their Honeymoon to insure their safety and happiness while fulfilling their budget needs.

l have been a Travel Consultant for 20 years at Liberty Travel, and always go above and beyond for my clients. I believe, I did everything in my power to assist Mr. & Mrs. [redacted]s during their Honeymoon. It was the airlines that did not show compassion or professionalism in this situation regarding the flight. Unfortunately, as a result my name and reputation been compromised, which is not fair.

I thank you for your time and attention.

Consumer

Response:

omplaint: [redacted]

I am rejecting this response because:

I understand and appreciate everything [redacted] did for us. He did help us out quite a bit. My fiance at the time did find many of the hotels although [redacted] did help us out placing the booking which we could have done anyway. Since we did not deal directly with [redacted] and we booked the flight through Liberty Travel, the travel agency is responsible for what happened. We had no knowledge of how the flight was booked and that it was not directly connected. We asked [redacted] if the flights were connected and he insisted they were. Knowing that [redacted] tried to help us out, I did not want to point the finger at him so I attempted to recover the funds from [redacted] through the Revdex.com but was unsuccessful. [redacted] will not take blame because they insist the flights were not connected and booked separately by [redacted]. The additional cost was close to $1000 for us because of this simple mistake. If I had booked it myself, I would have made sure they were actually connected flights. Fortunately Delta was able to give us credit towards the new booking, but it was an additional transfer out of the way, and additional cost. This flight was properly connected, as our first one should have been. Our baggage was properly transferred from one plane to another, and we received one ticket for both flights. The flight that [redacted] booked for us that was supposed to be a transfer had 2 separate tickets and we had to grab our luggage in between. This is not the correct way to book a transfer. We were not given a choice, if there was one, and we were not explained how the flight was booked. No option at all. We even asked if it was a connected flight and [redacted] said it was. I understand he tried to help us, but unfortunately due to Liberty Travel, the trip cost us almost $1000 extra because of their mistake, not to mention the misery of feeling helpless at the airport for hours, then wasting an additional day to fly to Paris, wait 5 hours in between and then fly 9 hours back to the USA. A great way to ruin a honeymoon. The $1000 could have been much more had I not begged Delta to bend the rules and help us out. The only possible way I could have avoided this from happening, was to not use Liberty Travel.

Regards,

Review: Traveled to Scotland where I was to rent a car. They drive on the other side of the road. I was VERY hesitant to do this. I was reassured that it is would be fine. They even got on the phone with the outside agency Liberty Travel used. When I arrived in Scotland there were a lot of hidden fees #1 and when I drove away there was not a clear address #2. I even had [redacted] send me a card loaded with UK maps to use. This was an additional expense.Within 2 hours I returned the car a nervous wreck frozen in fear. I was so shaken that the people in Scotland @ the rental car counter allowed me to call America. First to the vacation agency and then to Liberty Travel.Every time I have spoken with [redacted] at Liberty Travel she was condescending!!!Not only did I lose a lot of money I now had to pay for the gas I used, and now I am stuck in Scotland for 4 days. I had to make other arrangements for the 4 days. Arrange transportation to get there.Remember we are dealing in pounds.....and our money does not go that far there!!!Also they had no clue that the London City Airport does not have people at their counters until 5:30 am...and the underground does not run until 5:00 am.....so that was another 50 pounds to get there 2 hours before flight (7:00 am) which was not necessary!!!There were so many screw ups. I would never use this Liberty Travel or any Liberty Travel again.Understand I am a very reasonable person, but the trashy way I was treated by [redacted] was abominable!!!Desired Settlement: Partial refund would be nice.or Round trip voucher to London from EWR only on Virgin Atlantic or British Airways. To be used by end of 2013.

Business

Response:

We are always sorry to hear that someone did not enjoy their trip. This client came in and booked a self drive tour of Scotland with us. The tour operator from which this part of the package was purchased was Brendan Vacations and so this is a tour for which the traveler is provided a car to drive, under the conditions laid out by Brendan Vacations.

The traveler did indeed call us after she picked up the car and stated she was upset about driving on the other side of the road. We immediately phoned Brendan Vacations to see if we could perhaps get her a refund even though the trip was non refundable as laid out in our invoice and by Brendan Vacations. They advised us and also the traveler that they would not refund any portion.

I have attached our itinerary which shows the purchase of a self drive tour and that cancellation fees may be up to 100% of the trip cost once the trip is confirmed.