Macon Mine & Mill, Inc.

They booked an excusive vacation flight as indicated in our previous responseunfortunately, neither luggage nor seat assignments were included in their packagethis information was advised to the clients according to our records and also included in the travel documents previously submittedWe maintain our position and will not offer any reimbursement in this matter

Initial Business Response /* (1000, 6, 2015/05/22) */
May 22,
Attn:***
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL
Re: Complaint Case ***
Booking Number XXXXXXXX
Dear
Ms.***
Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Ms***'s complaint to our attention and your patience as we pursued this matter on her behalf
Our records indicate that Mr.*** and Ms*** were booked and confirmed for a night vacation package commencing on June 2, This package included roundtrip airfare between St***, Missouri and Montego Bay Jamaica , foreign departure / arrival taxes, roundtrip transfers in resort between the airport and the hotel, hotel taxes, gratuities, and hotel baggage handling fees, and nights at the all-inclusive*** *** in a Honeymoon Villa Suite including all meals, drinks, and entertainment
We do regret that Mr.*** and Ms*** were disappointed about the construction taking place at the*** Honeymoon Villa's during their scheduled vacationWe can assure you that, as soon as Apple Vacations was notified of renovations being done we contacted our mutual clients to notify themThis information was sent to them on May 7th, They contacted us shortly after asking for other optionsIn light of Mr.***'s and Ms***'s disappointment we worked with the hotel in order to make alternate arrangements for themWe do realize this was frustrating for our mutual clients, but Apple did work on their behalf to try to resolve their concerns amicably
On May 20th, in cooperation with the Management at the*** we arranged for Mr.*** and Ms*** to change to Junior Suite at the*** and processed a refund in the amount of $total for the price differenceAdditionally, the hotel offered them a minute massage, complimentary access to the spa's wet area and VIP serviceMr.*** accepted this offer and the refund in the amount of $total was processed to their credit card on file
Please understand that Apple Vacation is a travel wholesale company, we contract with independent suppliers such as the***, however, we do not own or operate these suppliers and do not accept responsibility for their actions or omissionsAs mentioned in our Fair Trade Contract, should our clients have a complaint pertaining to their vacation, we will provide as much reasonable help as possible to resolve their concernsWe do feel that we provided an amicable resolution to Mr.***'s and Ms***'s concerns and we do hope that they enjoy their upcoming honeymoon vacation
We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter
Sincerely,
***
Apple Vacations
Initial Consumer Rebuttal /* (3000, 8, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apple vacations did not respond within a reasonable amount of time even after multiple phone calls made from usWe were notified on *** 7th of the construction and Apple vacations did not let us know what they were willing to offer until May 20th Due to the rudeness we received when we did call and the hold times we incurred, and lack of information given by Apple vacations proves huge anxiety, worry, etcWhich is not necessary when they recieve over $3,to pay for our tripApple vacations only gave us a refund of what was technically owed to us for the downgrade there was no benefit or perks to this whole fiasco that we just went thruAlso ruining our wedding and honeymoonWho wants to deal with this kind of situation when this is supposed to be one of the happiest time in ur life
Final Consumer Response /* (4200, 16, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no proposed solution that Apple vacations has come up withThere has never been a proposed solution for the horrible service we received from AppleFor the 100th time we understand that Apple vacations are the middle man in the process but that does not excuse the horrible service we received from Apple vacations including the rudeness on the phone by several representatives and several higher ups in your corporationThis cannot be blamed on the*** *** ***Not to mention the lack of information up to the very day we left for our vacationSeems very funny every other vacation company was able to give all the renovation information and vacation changes to several other customers that were thereThis whole thing cannot be all blamed on*** or that Apple vacations has nothing to do with things because they are dealing with independent suppliersThe dissatisfaction did not come from*** *** or even that*** was making renovations it was the lack of info, constant lying on the phone, the rudeness of the staff etcWe didn't experience any of those problems when we arrived at the resort which leads me to believe that the problem lies with Apple vacations
Final Business Response /* (4000, 18, 2015/06/25) */
June 25,
Attn:***
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL
Re: Complaint Case ***
Booking Number ***
Dear Ms.***
Thank you for your continued interest in the above complaintWe appreciate you forwarding a copy of Ms*** most recent correspondence to our attention and your patience as we pursued this matter on her behalf
We do regret to learn of Ms*** continued disappointment regarding her recent vacation to JamaicaAs mentioned in our previous correspondence in light of the renovations going on in the honeymoon villa section of the*** ***, Apple Vacations worked with the hotel in order to arrange a room away from the constructionOn the hotel's behalf, we assisted them with a downgrade to a Deluxe Junior SuiteThis resulted in a price difference from the Honeymoon Villa Suite to a Deluxe Junior SuitePlease note that the original cost of their vacation package for the Honeymoon Villa Suite was $3,The cost of their package once it was changed to the Deluxe Junior Suite was $2,A refund for the price difference of $total was processed to their credit card on file on *** 20,
In addition to the refund, the hotel offered and the clients accepted a minute massage, complimentary access to the spa's wet area and VIP serviceUpon arrival, the hotel arranged a complimentary upgrade to an Oceanfront SuiteWhile we do regret Ms***'s disappointment, we are unable to honor any additional or alternate requests for reimbursement or compensation
We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter
Sincerely,
*** ***
Apple Vacations

January 28, Attn: Revdex.com of Chicago and Northern Illinois, Inc*** ** *** *** *** Chicago, IL Re: *** *** *** *** / Complaint Case *** Thank you for your interest in the above complaint. We appreciate you
forwarding a copy of the complaint to our attention and your patience as we pursued this matter on her behalf Our records indicate that Ms*** and her credit card company have been in contact with Apple Vacations regarding her purchaseMs*** made an initial reservation on August 1st, initially for hotel accommodations only at the Breathless Montego BayShe contacted us and changed that package with our Reservations Department for departure on March 10th, to Montego Bay, JamaicaThe reservation for three adults now included roundtrip scheduled air, roundtrip transfers between the airport and hotel, and three nights all-inclusive accommodation’s at the Breathless Montego Bay resortMs*** declined optional *** Vacation Security from Apple Vacations Ms*** requested cancellation on November 7th, and a refund in the amount of $total was issued to her credit card on fileThe remaining balance represents the $per person air cancellation fee + $per person Apple Vacations cancellation feeIt is unfortunate that Ms*** declined the optional *** vacation security which would have had coverage for cancellationAs Apple Vacation sand its suppliers were willing and able to provide all services, no further credit is due We appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matter

We regret any disappointment experienced however, we are unable to honor any additional or alternate requests for reimbursementMrand Mrs *** made their reservation online via our consumer booking engine (www.applevacations.com) at the time of booking they would have agreed to the terms of our Fair Trade Contract which outlines the details of changes or cancellationsThe clients declined the optional vacation security which would have had coverage for cancellationsTheir vacation package has incurred a $per person non-refundable cancellation feeHowever as a gesture of goodwill we reduced the fees to $per personthe balance of their package was refunded to their credit card on June 1stPlease note that the clients chose to cancel their vacation package on May 31st we do feel that the refund was processed in a timely manner

Initial Business Response /* (1000, 5, 2015/07/01) */
July 1,
Attn: Sarah ***
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL
Re: Complaint ID# *** / Charles ***
Apple Vacations Booking #
Dear Ms
***:
Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Mr***'s complaint to our attention and your patience as we pursued this matter on his behalf
Our records indicate that Mr*** booked his reservation on June 1st , via our Consumer Booking Engine (www.applevacations.com)The same day he called into our reservations department to cancel the packageThe reservation was cancelled with a full refundThe refund of $2,was processed on June 22nd, to Mr***'s credit card ending in We do apologize for the delay in the processing and have addressed it with the relevant departments
We have noted that Mr*** has booked another vacation package departing on July 4th, As a gesture of goodwill, we have arranged for a refund in the amount of $per person to be processed on his upcoming vacation packageThis refund will be processed to his credit card ending in in the next to business days
We hope that Mr*** will enjoy his upcoming vacation and again consider Apple Vacations when making future travel plans
We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter

We regret that Ms*** remains dissatisfied with her vacationWhile we empathize with her concerns please allow me to highlight that the results of our Client Satisfaction Questionaiires the Luxury Bahia Principe Sian Kaan ihas been awarded a Golden Apple ratingThis award is granted to those extraordinary resorts and hotels that have earned exceptional ratings on our Vacation Satisfaction QuestionnairesThe questionnaires are given to clients at the end of their vacations and the results are tabulatedAll "Golden Apple" resorts and hotels win the award for their exceptional service, value, and qualityAs mentioned in our previous correspondence, Square Deal packages do not allow any requests or guarantee proximity to beach, bedding type or room categoriesAs Ms*** utilized her vacation in full we are unable to honor her request for reimbursementWe do hope that Ms*** will understand our position and will consider using Apple Vacations for her upcoming travel plans

Please find a copy of our correspondence that was sent directly to Mr*** Mr*** ***
*** *** ***
*** *** ** *** RE: *** ORD*** *** Dear Mr*** Apple Vacations thanks you
for taking the time to share your comments with us regarding their recent vacation to *** *** Resort. Apple Vacation regrets to learn the *** *** Resort did not live up to your clients’ expectations or the *** brandIt is only through client feedback that we can correct problems and take steps to successfully avoid them in the future. The purpose of this letter is to convey Apple Vacations sincerest apologize for the many issues your clients encountered while staying at *** ***. Apple Vacations understands how stressful traveling can be. It is our best intention to ensure our clients travel and vacation accommodations are as seamless and relaxing as possibleWhile we cannot minimize your disappointment and dissatisfaction, we certainly value your patronage. Apple Vacations appreciates your patience while we contacted *** *** on their behalf. *** *** has authorized a 50% refund in the amount of $1,to our mutual clients with their deepest apologizes for the many inconveniences faced while staying at the resortThe refund will be processed to your *** within the next fourteen business days. Apple Vacations would like to offer vacation certificates, in the amount of $per person, which are enclosed with this letter. While the certificates must be applied to a new booking prior to expiration, actual travel may take place after the expiration date, which is noted on the certificates. The original vacation certificates need to be submitted to our Accounting Department to apply toward final payment when you make the new travel arrangements. The credit will then be applied to the new record. You are very important to Apple Vacations and we look forward to having them travel with Apple Vacations in the future, so that we can prove the high quality of service for which we have become known. Sincerely yours,Apple Vacations *** ** ***Customer Care Department* *** ***
*** *** ** ***
*** * ***
***

We are sorry to learn of Mr*** continued disappointment regarding his return flight from Cancun to StLouis. Please understand that as indicated in our Fair Trade Contract, Apple Vacations neither owns nor operates the independent suppliers with whom we contract for serviceWe do regret that Mr*** was affected by a cancelled *** Airlines flight In light of this we were able to secure an alternate airline and crew to operate the flightWe do recognize that waiting is never pleasantWhile the efforts of those behind the scenes were not visible to Mr*** , please be assured that our staff as well as that of the airline was doing everything possible to expedite this flight by securing an alternate airline and crew, unfortunately it was late in the day and customs on StLouis would not remain open so this required a stop in MiamiWe do understand that this was a frustrating end to their vacation however it was outside of our controlWe will not be able to offer any alternate or additional requests for compensation for this matter

December 28, Attn: Revdex.com of Chicago and Northern Illinois, Inc*** ** *** *** *** Chicago, IL Re: Complaint ID 1*** * *** *** Booking # *** Thank you for your interest in the above complaint. We appreciate you
forwarding a copy of Mr*** complaint to our attention and your patience as we pursued this matter on his behalf Our records indicate that Mr*** and his traveling companions were booked and confirmed for a night vacation package commencing on December 26, This package included roundtrip airfare between Chicago, O'Hare and Cancun, Mexico, foreign departure / arrival taxes, roundtrip transfers in resort between the airport and the hotel, hotel taxes, gratuities, and hotel baggage handling fees, and nights at the Riu Palace Peninsula including all meals, drinks, and entertainment We do regret any confusion Mr*** experienced regarding seat assignments and checked luggage feesPlease note that it is common for most airline carriers to charge for checked luggage fees and pre-reserved seatsWe do include this information in the travel documents under Airline Baggage and Optional Service FeesWe are unable to honor Mr *** request for reimbursement We appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matter Sincerely, *** *** Apple Vacations

October 19, Attn: Revdex.com of Chicago and Northern Illinois, Inc*** ** *** *** ***
*** ** *** Re: Revdex.com Complaint # *** *** *** Booking # *** Thank you for your continued interest in the above complaint. We appreciate you forwarding a copy of Ms*** most recent correspondence to our attention and your patience as we pursued this matter on her behalf We were sorry to learn of Ms*** continued disappointment with the excursion she purchased while on her vacation to JamaicaOur records indicate the full cost of the excrsion has been refundedAs stated in our previous correspondence, her traveling companions Ms*** accepted a refund in the amount of $per person for all clientsApple has issued a refund for the balance of $per person to the original forms of payment on fileWe are unable to honor any additional or alternate reimbursement in this matter We appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matter Sincerely, *** *** Apple Vacations

Tell us w
We regret any confusion Ms*** experienced regarding the Apple vacation she booked on our websitePlease allow me to highlight that the reservation she booked included roundtrip scheduled airline flights between Minneapolis and Cancun and the hotel was
booked in CozumelAccording to the pat the time she booked optional transfers are available for an additional $per personthis information also appears under the passenger alert section of her travel documents
FERRY TRANSFER TO COZUMEL FOR PASSENGERS ARRIVING IN CUN - Passengers flying an APPLE CHARTER into Cancun and reserving a hotel in Cozumel may purchase an OPTIONAL transfer that provides roundtrip transportation between Cancun Airport-Playa del Carmen, roundtrip ferry transport to/from Cozumel and roundtrip transportation between ferry dock and Cozumel hotelIt may be booked for $per person by clicking on SupplementsThis optional ferry transfer is not available for purchase with an Hotel Only package or if passengers are arriving into CUN by Scheduled AirIf this optional transfer is not purchased, transportation to Cozumel will be the sole responsibility of the passenger
We have noted that Ms*** contacted our during travel departmnet regarding transfers and was advised the sameShe spoke with a supervisor on March 22nd who agreed to provide return transportation from Cozumel to the Cancun airport for the following day as a gesture of goodwillThis information was submitted to the transportation companyWe regret that they did not provide the retrn transfer as requestedAs a gesture of goodwill we will refund 1/of the transportation costsThis refund int he amount of $total will be processed to her credit card on file

Initial Business Response /* (1000, 5, 2015/06/17) */
June 17,
Attn: Sarah ***
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL
Re: Complaint Case ***
Booking # ***
Dear Ms***:
Thank you
for your interest in the above complaintWe appreciate you forwarding a copy of Ms*** complaint to our attention and your patience as we pursued this matter on her behalf
We were sorry to learn of any difficulties Ms*** experienced making her family's travel arrangements to CancunWe have reviewed their reservation and regret that there was misunderstanding about the connecting flight from Mexico City to Cancun on June 17thWe have contacted the airline on Ms*** behalf and made arrangements for her to travel on the same flight as her familyWe have also arranged for roundtrip private transfers for her family between the Cancun airport and their hotel as a gesture of goodwillThe refund that was offered to Ms*** in the amount of $was processed to her credit card on June 10th, We hope that Ms*** enjoys her vacation
We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter
Sincerely
Chris ***
Apple Vacations

Thank you for contacting us regarding the above mentioned complaintour records indicate that Mrand Mrs*** and their credit card company have been in contact with our Customer Care departmentWe have enclosed a copy of our response which was sent directly to them January 30,
2017 Mrand Mrs***, Apple Vacations regrets the inconveniences that you experienced with your return flight arrangements from Cancun on January 14, 2017. Unfortunately there were bad ice storms in the StLouis area which affected the StLouis to Cancun flight which was the same aircraft being used for your return flight. The original airline, *** made the decision not to operate the flights and Apple Vacations had to sub service the flights with *** ***, which resulted in the delays. Since the flight was delayed in departing from Cancun it was necessary to have the aircraft stop in Miami to clear U.SCustoms as StLouis’ customs would not be opened by the time your flight arrived. Due to the nature of the delay with the original flight from StLouis on the morning of January 14, information was changing as to departure times and this resulted in information being delayed to our passengers in Cancun. We were glad that your vacation at *** *** Riviera May was fantastic and regret the situation with your return flight. We realize that this is not how anyone wants to end their vacation. Thank you for traveling with Apple Vacations. Sincerely yours,Apple Vacations *** ***
*** *** Senior Manager, Customer Care Department We regret that we are unable to honor their request for reimbursement

Thank you for contacting us reagrding the above mentioned complaint. Our records indicate that Ms. [redacted] has been in contact with our reservations department. Our records show that they paid a deposit of 609.98 total towards their upcoming vacation package. Mr and Mrs [redacted]'s portion of the...

vacation package was cancelled in accordance with the terms of our Fair Trade Contract and  AVOK total vacation secuurity plan. the cost of the AVOK total vacation security plan of $104.99 per person is non-refundable and the balance of $200.00 per person will be issued in the form of an Apple Vacations credit voucher for them to use towards a future vacation package. the voucher needs to be applied towards a future Apple vacations package within 1 year from the issue date. We are unable to honor her request for a cash refund.

October 13, 2016       Attn: Revdex.com of Chicago and Northern Illinois, Inc. [redacted]
[redacted]   Re: Revdex.com Complaint #  [redacted] Booking # [redacted]   Thank you for your interest in the above complaint.  We...

appreciate you forwarding a copy of Ms. [redacted] complaint to our attention and your patience as we pursued this matter on her behalf.   We were sorry to learn of Ms. [redacted] disappointment with aspects of her stay in Jamaica. We have noted her comments regarding the issue at check in and have addressed this with hotel management. The hotel apologized for the inconvenience they did indicate that their room was upgraded and the charges were waived.   The resort staff tries to offer a variety of quality excursions at reasonable rates.  Unfortunately, while we monitor these excursions for quality and value, we cannot control the content of the product provided by independent suppliers.  We do recognize that everyone has differing viewpoints and expectations regarding excursions.  We do value their concerns and have forwarded a copy of your correspondence to the Senior Resort Representative for reassessment. We are in receipt of a response from the management team regarding Ms[redacted] and her traveling companions disappointment with their purchased Ultimate Thrill Seeker Tour which includes a rum tasting experience and not an actual visit to the Rum Factory as what clients' had thought. Due to the misunderstanding they were refunded $15.00 pp which was accepted and signed for by Ms. [redacted]. While our records indicate Ms. [redacted] signed and accepted this partial refund for their disappointment, As a gesture of goodwill, we have refunded additional $144 per person to their original forms of payment on file. The refunds will be processed within the next three to five business days.   We appreciate your interest in this dispute.  Please do not hesitate to contact us if you have any questions in this matter.   Sincerely, [redacted] Apple Vacations

Thank you for contacting us regarding Mr. [redacted] complaint.  We were sorry to learn that he was disappointed with the service that he experienced when requesting to change his hotel. Please understand that as stated in our Fair Trade Contract, Apple Vacations neither owns nor operates any of...

the hotels within our program and there are applicable change fees involved with these requests. Our records indicate that he has been in contact with our reservations department and was assisted with a hotel champagne to [redacted].We hope that his family enjoys their upcoming vacation to Puerto Vallarta.

May 12, 2016 Attn: Revdex.com of Chicago and Northern Illinois, Inc. [redacted] Chicago, IL  60611 Re: Revdex.com Case # [redacted] - Apple Vacations# [redacted] Thank you for your interest in the above complaint.  We appreciate you forwarding a copy...

of Ms. [redacted] complaint to our attention and your patience as we pursued this matter on her behalf. Our records indicate that we have already been in contact with Ms. [redacted] traveling companion regarding their concerns. Their concerns have been forwarded to the Jamaica Resort Representative Management office for reassessment and consideration. We are in receipt of a response from the Representative Manager in which they have indicated that they shared the concerns with the supplier for the Ultimate Thrill Excursion. In cooperation with the supplier we have arranged for a refund in the amount of $148.00 total to Ms. [redacted] credit card on file. This refund will be processed within the next 3-5 business days. Additionally, we were sorry to learn of Ms. [redacted] disappointment with aspects of their stay at the [redacted] Hall Beach. We do value their feedback and have forwarded her comments to the Management of the [redacted] Hall Beach. We can assure you that they appreciate their comments and will take corrective action as needed. However, we are unable to honor Ms. [redacted] request for additional reimbursement. We appreciate your interest in this dispute.  Please do not hesitate to contact us if you have any questions in this matter. Sincerely, [redacted] Apple Vacations

December 9, 2016       Attn: Revdex.com of Chicago and Northern Illinois, Inc. 330 N. Wabash, Suite 2006 Chicago, IL  60611   Re: [redacted] Complaint [redacted]     Thank you for your interest in the above complaint.  We appreciate you...

forwarding a copy of the complaint to our attention and your patience as we pursued this matter on her behalf.   Our records indicate that Mrs. [redacted] has been in contact with our Customer Care department. Enclosed please find a copy of our response, which was sent directly to Mrs. [redacted]   We appreciate your interest in this dispute.  Please do not hesitate to contact us if you have any questions in this matter. Sincerely, [redacted]     December 8, 2016   Dear Mr. & Mrs. [redacted]   Apple Vacations is contacting you in reference to the email we received regarding your recent vacation to Punta Cana.  We truly regret to learn that you were injured during yoru stay at the [redacted] Blanca Resort.  Upon receipt of your dental receipt we immediately forwarded it to the General Manager for the resort to request reimbursement.  A credit in the amount of $279.00 is being issued to your [redacted] and should post to your account within the next 7 to 10 business days.   Thank you for contacting us!   Sincerely,   Apple Vacations [redacted] Customer Care Department [redacted] Newtown Square, PA 19073 [redacted]
[redacted]

Complaint: 12501662
I am rejecting this response...

because:Please see attached original complaint to Apple Vacations as well as my response to this Revdex.com Complaint. I am standing by my original complaint. We were not given the accommodations we had paid for. Their resolution is unacceptable.
Sincerely,
Kathleen [redacted]

March 30, 2016       Attn:Revdex.com of Chicago and Northern Illinois, Inc. [redacted]   Re: Complaint Case # [redacted] Apple Vacations # [redacted]     Thank you for your interest in the above...

complaint.  We appreciate you forwarding a copy of Mr. [redacted] complaint to our attention and your patience as we pursued this matter on his behalf.   Our records indicate that Mr. [redacted] has been in contact with our Customer Care department. They reviewed his comments and responded directly to him. We have enclosed a copy of the March 2, 2016 correspondence that was sent directly to Mr. [redacted] Additionally, we have checked with the management of the [redacted] to verify the room category that they were assigned to during their stay. The hotel confirms that the clients received the correct room category which was Junior Suite Superior. They have apologized for any disappointment that our mutual clients experienced.   We regret that we are unable to honor Mr. [redacted] request for reimbursement. We hope that he will understand our position and accept the previously issued vacation certificates in the spirit in which they intended.   Sincerely, [redacted] Apple Vacations   Enclosure             March 2, 2016 [redacted] RE:   [redacted] & [redacted]   Dear Mr. [redacted]                                                  Thank you for contacting Apple Vacations.   Apple Vacations was so sorry to learn of the flight delays and cancellation with [redacted] Airlines. Please accept our most sincere apology as we regret the inconvenience that Ms. [redacted] and you experienced. We understand this was a disappointing way for your trip to Punta Cana to begin. Unfortunately, flight delays are an inescapable part of air transportation despite the airlines’ best efforts to avoid them.  Aside from safety itself, we realize that nothing is more important to our passengers than maintaining a schedule. Apple Vacations recognizes that waiting is never pleasant. Please be assured that Apple Vacations and the airlines do everything possible to advise of any changes in flight times and hope that you understand that the primary concern was to provide safe transportation. We also regret the lack of communication from the [redacted] representative, compared to your past experiences meeting with the representative to discuss tours and departure information. As a gesture of our concern, we have enclosed vacation certificates in the total amount of $200.00 ($100.00 per person). While the certificates must be applied to a new booking prior to expiration, actual travel may take place after the expiration date, which is noted on the certificates. The original vacation certificates need to be submitted to our Accounting Department, by the expiration date, to apply toward final payment when you make the new travel arrangements. The credit will then be applied to the new record.  Apple Vacations hopes to have more opportunities to serve you in the future. Thank you again for sharing your feedback.  At your service! [redacted] Senior Customer Care Specialist Apple Vacations [redacted] enclosure