Marlin Travel (Swift Current, Wheatland) Reviews (%countItem)
Marlin Travel (Swift Current, Wheatland) Rating
Address: 1150 Central Ave North, Swift Current, Saskatchewan, Canada, S9H 4C8
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Refuse refund on flights purchased, even with cancellation insurance purchased. Booked on lowest fare that doesnt allow changes, without explanation
We booked flights with *** back in June2019, we added on cancellation insurance as well, which I normally don't do, but figured with it being so far in advance we had better cover our bases. Then we learned that due to circumstances beyond our control, our trip dates changed. I called the office to get *** to change our flights. She then informed me that our flights could NOT be changed at all, not even for a few. I then asked to use our cancellation insurance. I was also then told that it couldn't be used for this reason?! I called *** - she was helpful in that she told me if we had booked a $60/pp more fair, changes would have been simple. However we were never given that option, nor were we explained to that our flights were unchangeable and our cancellation insurance basically useless.
Needless to say, I am really unhappy. We have always supported Marlin Travel, and have booked all of our family vacations with you. Now, we paid $3044.50, and will be getting a refund of $271.96 - leaving us out $2772.54!! And we still have had to book new flights. I am frustrated, and disappointed in the lack of customer service we have received.
October 2019 - we have been offered a $200 voucher on a future booking. $200 on $3000 lost is just not acceptable
I would like to receive a full refund. Alternatively, we would be happy with full credit on account to be used at a later date, as we have already had to rebook at our own cost.
Marlin Travel is aware of the disappointment Ms. feels about her travel plans. The ticket issued was with a tour operator, not directly with ***, to obtain the best possible fare. It was explained to Ms. that the tickets were 100% non-refundable, which is why she purchased the insurance. The insurance she purchased covers a number of things (injury, sickness, death, weather, jury duty among others). The "circumstances beyond control", that she mentioned, are not that of Marlin Travel. We value Ms. as a client and reached out to all parties involved to assist her. We contacted the tour operator, our business development manager with the tour operator and ***. Unfortunately, there wasn't anyone that could bend the rules. As a gesture of goodwill, we offered a future travel credit with our office for $200. We are not able to offer anything further.
In fact, we were NOT informed that the flights we purchased were not refundable OR able to have any chances made to them. We in fact purchased the cancellation insurance because at the time of booking we were waiting for a surgery date for our son, and we had no idea when it would be booked. In fact, I was told by marlin travel staff that almost never are flights unable to be made changes too. It was marlin travel staff that booked the lowest fair that did not allow changes, without communicating that to us. It is very disappointing as a loyal customer.
When the *** tickets were booked, Mrs. was told that they were 100% non-refundable. No changes allowed. When the question was asked to Mrs. "Circumstances beyond her control" we were told that her husband had been sent an email that had two different links to book their land portion of their trip, and that he accidentally clicked on the wrong link and booked the incorrect tour. Our office booked the dates that we were given to us by Mrs. for their trip. *** has refunded all taxes and airport fees that were refundable plus we were able to get their insurance policy refunded. As a gesture of good will, we gave Mrs. a $200.00 CAD travel voucher for her to use in the future.
We purchased our 3 day park passes to Disney through them, when we received the voucher when we picked up our plane/hotel tickets, we noticed it said the passes expire on May 23rd. We were going to be at Disney May 22/23/24. This was some Canadian deal that was on at the time. We asked them to confirm that we could still use the passes even though that paper said they expired on the 23rd, they assured us we could. A week later on the way to the airport, we called again to confirm this expiry date wouldn't be a problem, they again assured as that it was not a problem. Well....we were denied entry into Disney on the 24th, cause you guessed it, the passes expired on the 23rd '?! We were given the option of paying out of our pocket for everyone to get in the last day and they'd reimburse us, we decided to forego that as it would have cost us $1500 Canadian for one day and we still had other things we were planning to do while we were gone and we weren't expecting that added cost, keep in mind, we already PAID for 3 days at Disney, so we lost a day because of their incompetence. The only kid that got to go was Our oldest on that last day, which was $500 Canadian for him and I to get in. We've been back for 4 weeks (yep 4 WEEKS!!) already and are still fighting with them to reimburse us for the day we lost that we had already paid for before we left, and the $500 that we had to pay for two of us to get in the last day. They keep saying they'll talk to their 'supplier', it was marlins fault, supplier or not, it was THEIR job to confirm the expiry and they didn't do it. The reason we used a travel agent was so we didn't have to worry about these details. *** we shouldn't have to be fighting with them for reimbursement because of THEIR mistake, that payment should have been ready for us to pick up the day we arrived home from our trip. We've been calling every week and have got nowhere, this is super upsetting as we never go anywhere because we can't afford to,
Product_Or_Service: Disneyland tickets
Refund We want one full day of what we paid reimbursed (our ticket total divided by 3, however they will not give us an itemized receipt for our trip), plus the $524 Canadian we paid for two of us to get in on May 24th, the day we were all denied access because this deal expired, and we want it now, we've already been waiting 4 weeks which is ridiculous because it was their fault, we would be out even more had we paid out of pocket for all 5 of us to get in that day.
Below are the responses that we have given both directly to the client, and that we have posted on our *** page under their review of our business.
To the client's email:
We understand your frustrations and are sorry you have not been satisfied with the response time in regards to your claim. We have not forgotten about it and are working with the supplier to rectify the situation. We must follow these procedures first, and, as previously mentioned, it can take 4-6 weeks. As promised, if the supplier does not refund you, we will do so. We must go through these channels first as when they process the refund, they would do so directly to you and not to us. Thank you for your patience.
Response to *** review of our business from client:
We sincerely regret the issues you encountered while trying to use your three day pass at ***. In most cases prepaid vouchers come with validity dates that only indicate your actual arrival, but have nothing to do with an expiry - which is what led to some confusion and miscommunication. Most passes are valid for 13 days after their first use. It is our stance that the supplier should not have had something available to sell that could physically not be used during the dates you were travelling.
We contacted the supplier prior to your return home and are still waiting to hear back from them. We understand how frustrating it can be, especially when it takes longer than expected. We have since contacted our Business Development Manager with this supplier and our own head office to try and speed up the refund. We have agreed to refund you, if the supplier does not, but have to follow these steps/protocols first.
It is never our intention to misinform clients as we value your business and know reviews, recommendations and word of mouth are powerful tools. We have sent you a private message (via email) and will follow up in the near future. We are on your side with a mutual goal of resolving this as soon as possible.
(The consumer indicated he/she DID NOT accept the response from the business.)
*** We booked through them, it was their responsibility to ensure tickets bought would be honoured. This could have been avoided had they personally inquired about the date in question. Supplier or not, they've admitted to the mistake, I stand firm in my position in that we should have been reimbursed the day we returned. Marlin should reimburse us, and their "supplier" should reimburse them IF it ever happens.
We have finally heard back from our supplier and will be preparing a cheque for the client's today. This cheque is to cover the expense of the two Disney tickets that they had to purchase in destination, as well as a prorated amount for the three other guests that missed their third day at the park. The total refund comes to $881.02.
We have contacted the clients via email and informed them of this refund, and are waiting to hear back on whether or not they would like us to mail the cheque to them or hold it in our office for pickup.
It is our position now that this matter has been resolved. Thank you.