I am responding to the above client concern: Please see attached documentation regarding all correspondence with [redacted] We were first made aware of the clients dissatisfaction after they were unable to get a satisfactory outcome from [redacted] To give a brief history of the booking: The agent gave clients many options, including other much larger ships, but since this was a party of 12, understandably they wanted to keep cost down as much as possibleShe then checked the [redacted] and they liked the cost and that they could drive to [redacted] The father does have issues with walking for lengths at a time, so the agent suggested the scooter; however they were even reluctant to take that because their father might be upset that they arranged for itThey were advised that the cabins would be tight with people in each, but again cost was a factor in their decisionThey came to us late July saying they were unhappy with the cruise (they did not mention to agent they had already contacted ***)She then wrote a letter on their behalf being very specific with their request and they sent back the first response dated 7/28/- see page #1/letting us know that they had already lcontacted the client and there was no refund being givenWe then replied back to them stating this was not acceptable and they need to reconsider a refund to our clients [redacted] responded on August with a 10% future cruise credit - see pages #1/dated 8/19/At that time I personally responded and said this was not acceptable and they needed to offer our mutual clients some type of refund, no future cruise creditAfter several phone calls between [redacted] and myself they came back with their last offer of 20% future cruise credit, that can be used on any of their ships - see attached letter dated 9/Plus $cash refund, which has already been processedWe were very up front with them from the beginning that cruise lines rarely offer refunds - they will typically offer future cruise creditThe total in refunds and future cruise credit is $and [redacted] will not offer anything elseAs we mentioned to the client, we understand that they were not interested in a future cruise credit, and we did express that on every occasion as you can see in their responses to us, but this was their final offerAAA strives to work hard on all our clients’ behalf, and I do feel that [redacted] worked with us considerably since their original offer had only an apology I have reconfirmed that [redacted] will not offer any additional recompense and AAA will not be able to offer any additional to them Thank you for the opportunity to respond, if you would like any further information please feel free to contact me at ###-###-#### or [redacted] Sincerely [redacted] ***, CTC Regional Travel Manager, AAA Allied Group, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Obviously AAA Travel does not feel responsible for meeting half way with [redacted] about this awful experience I want this to be on Revdex.com’s public records for years if I understand that correctlyDo you use my original complaint or do I issue another one? Thank you for your help Regards, *** [redacted]
I apologize that the family has not accepted the
compensation that *** *** has offeredThey look at several different
factors when they are considering the outcome of all their complaints; records
of customer concerns addressed while on ship, logs of ship issues during that
sailing etc The clients did discuss other
vacation options and in the end their decision was to sail with *** ***. As I
stated in my original response AAA worked with *** *** on several occasions
to help acquire some type of recompense.
Their initial offer directly to the client was no compensation; however
after AAA getting involved on their behalf, we were able to secure the $
refund plus the 20% future cruise credit.
While I understand they were only looking for a refund, *** ***
is not able to offer more than what has been given
Thank you again for the opportunity to respond
*** ***, Regional Travel Manager AAA Allied Group
Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***
I am very disappointed in their responseI disagree on several issuesCost was not that big of a factor, everyone naturally wants to be able to get the cost down on whatever it is you are purchasingWether it be a car,
clothes, vacations, airfare, etcI find it quite insulting to think they (AAA) thought we were going on "the cheap"This vacation actually cost nearly $19,not $18,I don't think paying $for two rooms is
actually cheap I would expect a room of that cost should be spacious, beautiful and accommodatingUpon arriving in their balcony room, (my parents) the sliding glass door didn't even work to go out to the balcony!
We had to call guest services, they sent someone up to the room to repairThere was never an option but to have my father in a scooter or wheel chairHe can't walk! The only thing we said about the scooter is that we thought it would be too cumbersome And
as it turned out, it was! We could not even get the scooter in or our of my parents $room because it was too small! I was NEVER told by my agent at AAA Travel that these rooms on the *** ** *** *** were so small and
that the ship itself was old, dirty and outdated In fact I was told by the AAA agent this this ship had undergone a million renovation and it was beautiful! Again, feeling very mislead for what we got I told the agent that we
were open to ALL options, including all-inclusive resorts My mother and father would even fly if they needed to But again the agent (AAA) kept going back to the cruise
I trusted AAA Travel to handle all of these needs for us as I am not the best planner I was hoping to get the best vacation through them This did not happen I realize that they are not responsible for what happened on the ship but as I said
before I can't help but think that AAA did not have more information on this ship and to better advise us of different options
I am responding to the above client concern:
Please see attached documentation
regarding all correspondence with [redacted]. We were
first made aware of the clients dissatisfaction after they were unable to get a
satisfactory outcome from [redacted]. To give a brief history of...
the
booking: The agent gave clients many options, including 2 other much larger
ships, but since this was a party of 12, understandably they wanted to keep cost down as much
as possible. She then checked the [redacted] and they liked the cost and that
they could drive to [redacted]. The father does have issues with walking for lengths at a time, so the agent
suggested the scooter; however they were even reluctant to take that because
their father might be upset that they arranged for it. They were advised that
the cabins would be tight with 3 people in each, but again cost was a factor in
their decision. They came to us late July saying they were unhappy with the
cruise (they did not mention to agent they had already contacted [redacted]). She
then wrote a letter on their behalf being very specific with their request and
they sent back the first response dated 7/28/14 - see page #1/2 letting us know
that they had already lcontacted the client and there was no refund being given. We
then replied back to them stating this was not acceptable and they need to
reconsider a refund to our clients. [redacted] responded on August 19 with
a 10% future cruise credit - see pages #1/2 dated 8/19/14. At that time I
personally responded and said this was not acceptable and they needed to offer
our mutual clients some type of refund, no future cruise credit. After several
phone calls between [redacted] and myself they came back with their last
offer of 20% future cruise credit, that can be used on any of their ships - see
attached letter dated 9/22 Plus $500.00 cash refund, which has already been
processed. We were very up front with them from the beginning that cruise lines
rarely offer refunds - they will typically offer future cruise credit. The
total in refunds and future cruise credit is $3464.00 and [redacted] will
not offer anything else. As we mentioned to the client, we understand that they
were not interested in a future cruise credit, and we did express that on every
occasion as you can see in their responses to us, but this was their final
offer. AAA strives to work hard on all our clients’ behalf, and I do feel that
[redacted] worked with us considerably since their original offer had only
an apology. I have reconfirmed that [redacted] will not offer any additional
recompense and AAA will not be able to offer any additional to them.
Thank you for the opportunity to respond, if you would like any further
information please feel free to contact me at ###-###-#### or [redacted]
Sincerely[redacted], CTC Regional
Travel Manager, AAA Allied Group, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Obviously AAA Travel does not feel responsible for meeting half way with [redacted] about this awful experience. I want this to be on Revdex.com’s public records for 3 years if I understand
that correctly. Do you use my original complaint or do I issue another one? Thank you for your help.
Regards,
[redacted]
I am responding to the above client concern: Please see attached documentation regarding all correspondence with [redacted] We were first made aware of the clients dissatisfaction after they were unable to get a satisfactory outcome from [redacted] To give a brief history of the booking: The agent gave clients many options, including other much larger ships, but since this was a party of 12, understandably they wanted to keep cost down as much as possibleShe then checked the [redacted] and they liked the cost and that they could drive to [redacted] The father does have issues with walking for lengths at a time, so the agent suggested the scooter; however they were even reluctant to take that because their father might be upset that they arranged for itThey were advised that the cabins would be tight with people in each, but again cost was a factor in their decisionThey came to us late July saying they were unhappy with the cruise (they did not mention to agent they had already contacted ***)She then wrote a letter on their behalf being very specific with their request and they sent back the first response dated 7/28/- see page #1/letting us know that they had already lcontacted the client and there was no refund being givenWe then replied back to them stating this was not acceptable and they need to reconsider a refund to our clients [redacted] responded on August with a 10% future cruise credit - see pages #1/dated 8/19/At that time I personally responded and said this was not acceptable and they needed to offer our mutual clients some type of refund, no future cruise creditAfter several phone calls between [redacted] and myself they came back with their last offer of 20% future cruise credit, that can be used on any of their ships - see attached letter dated 9/Plus $cash refund, which has already been processedWe were very up front with them from the beginning that cruise lines rarely offer refunds - they will typically offer future cruise creditThe total in refunds and future cruise credit is $and [redacted] will not offer anything elseAs we mentioned to the client, we understand that they were not interested in a future cruise credit, and we did express that on every occasion as you can see in their responses to us, but this was their final offerAAA strives to work hard on all our clients’ behalf, and I do feel that [redacted] worked with us considerably since their original offer had only an apology I have reconfirmed that [redacted] will not offer any additional recompense and AAA will not be able to offer any additional to them Thank you for the opportunity to respond, if you would like any further information please feel free to contact me at ###-###-#### or [redacted] Sincerely [redacted] ***, CTC Regional Travel Manager, AAA Allied Group, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Obviously AAA Travel does not feel responsible for meeting half way with [redacted] about this awful experience I want this to be on Revdex.com’s public records for years if I understand that correctlyDo you use my original complaint or do I issue another one? Thank you for your help Regards, *** [redacted]
I apologize that the family has not accepted the
compensation that *** *** has offeredThey look at several different
factors when they are considering the outcome of all their complaints; records
of customer concerns addressed while on ship, logs of ship issues during that
sailing etc The clients did discuss other
vacation options and in the end their decision was to sail with *** ***. As I
stated in my original response AAA worked with *** *** on several occasions
to help acquire some type of recompense.
Their initial offer directly to the client was no compensation; however
after AAA getting involved on their behalf, we were able to secure the $
refund plus the 20% future cruise credit.
While I understand they were only looking for a refund, *** ***
is not able to offer more than what has been given
Thank you again for the opportunity to respond
*** ***, Regional Travel Manager AAA Allied Group
Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***
I am very disappointed in their responseI disagree on several issuesCost was not that big of a factor, everyone naturally wants to be able to get the cost down on whatever it is you are purchasingWether it be a car,
clothes, vacations, airfare, etcI find it quite insulting to think they (AAA) thought we were going on "the cheap"This vacation actually cost nearly $19,not $18,I don't think paying $for two rooms is
actually cheap I would expect a room of that cost should be spacious, beautiful and accommodatingUpon arriving in their balcony room, (my parents) the sliding glass door didn't even work to go out to the balcony!
We had to call guest services, they sent someone up to the room to repairThere was never an option but to have my father in a scooter or wheel chairHe can't walk! The only thing we said about the scooter is that we thought it would be too cumbersome And
as it turned out, it was! We could not even get the scooter in or our of my parents $room because it was too small! I was NEVER told by my agent at AAA Travel that these rooms on the *** ** *** *** were so small and
that the ship itself was old, dirty and outdated In fact I was told by the AAA agent this this ship had undergone a million renovation and it was beautiful! Again, feeling very mislead for what we got I told the agent that we
were open to ALL options, including all-inclusive resorts My mother and father would even fly if they needed to But again the agent (AAA) kept going back to the cruise
I trusted AAA Travel to handle all of these needs for us as I am not the best planner I was hoping to get the best vacation through them This did not happen I realize that they are not responsible for what happened on the ship but as I said
before I can't help but think that AAA did not have more information on this ship and to better advise us of different options
I am responding to the above client concern:
Please see attached documentation
regarding all correspondence with [redacted]. We were
first made aware of the clients dissatisfaction after they were unable to get a
satisfactory outcome from [redacted]. To give a brief history of...
the
booking: The agent gave clients many options, including 2 other much larger
ships, but since this was a party of 12, understandably they wanted to keep cost down as much
as possible. She then checked the [redacted] and they liked the cost and that
they could drive to [redacted]. The father does have issues with walking for lengths at a time, so the agent
suggested the scooter; however they were even reluctant to take that because
their father might be upset that they arranged for it. They were advised that
the cabins would be tight with 3 people in each, but again cost was a factor in
their decision. They came to us late July saying they were unhappy with the
cruise (they did not mention to agent they had already contacted [redacted]). She
then wrote a letter on their behalf being very specific with their request and
they sent back the first response dated 7/28/14 - see page #1/2 letting us know
that they had already lcontacted the client and there was no refund being given. We
then replied back to them stating this was not acceptable and they need to
reconsider a refund to our clients. [redacted] responded on August 19 with
a 10% future cruise credit - see pages #1/2 dated 8/19/14. At that time I
personally responded and said this was not acceptable and they needed to offer
our mutual clients some type of refund, no future cruise credit. After several
phone calls between [redacted] and myself they came back with their last
offer of 20% future cruise credit, that can be used on any of their ships - see
attached letter dated 9/22 Plus $500.00 cash refund, which has already been
processed. We were very up front with them from the beginning that cruise lines
rarely offer refunds - they will typically offer future cruise credit. The
total in refunds and future cruise credit is $3464.00 and [redacted] will
not offer anything else. As we mentioned to the client, we understand that they
were not interested in a future cruise credit, and we did express that on every
occasion as you can see in their responses to us, but this was their final
offer. AAA strives to work hard on all our clients’ behalf, and I do feel that
[redacted] worked with us considerably since their original offer had only
an apology. I have reconfirmed that [redacted] will not offer any additional
recompense and AAA will not be able to offer any additional to them.
Thank you for the opportunity to respond, if you would like any further
information please feel free to contact me at ###-###-#### or [redacted]
Sincerely[redacted], CTC Regional
Travel Manager, AAA Allied Group, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Obviously AAA Travel does not feel responsible for meeting half way with [redacted] about this awful experience. I want this to be on Revdex.com’s public records for 3 years if I understand
that correctly. Do you use my original complaint or do I issue another one? Thank you for your help.
Regards,
[redacted]