Off To Neverland Travel

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 dispute
I did sign the agreement but no where in my email correspondence did my agent tell me the cancelation date, nor did she urge me to cancel it before I would lose my depositHere is my entire email conversation with her
*** ***
Oct
to me
***,
Unfortunately, as we feared, DCL was not willing to budge on the deposit, despite our effortsWith their cancellation policies being in place the last time that you sailed, and the fact that they were also given to you on board when you booked directly with the Future Cruise Desk, there was not much that we could sayAnd from our company perspective, you also signed our disclaimer verifying that you read those same cancellation policies when you transferred the cruise to me last November
I do apologize that I did not stress enough urgency about the final payment date, but the cancellation date was always days before your sail date- regardless of final paymentI wish that I had better news, or better yet, that you were still sailing next week!
Thank you,
***
On Thu, Oct 1, at 3:PM, *** *** wrote:
***,
I have reached out to one of our office supervisors, and will let you know what they find outWhen I discussed the situation with them earlier this week, I did not realize that you had not actually received emails from myself or Disney Cruise Line with your final payment date - but it was listed on the invoice/insurance disclaimer that you signed in November, after the sail date was changedIt is also the same amount of time (days) as your previous cruise - both the sailing you booked on board, as well as the one you sailed in February
That being said, we are going to try for you, and I will keep you posted on what they say!
Thanks,
***
On Thu, Oct 1, at 5:AM, *** *** wrote:
I looked back in my email and after we changed the cruise to sail in Oct I didn't get an email that stated the final payment dateI called guest services and they said I wouldn't have gotten those emails, they would have gone to the travel agencyTheir suggestion was to have a supervisor from your office call them and try and work something outI mentioned that you had called and were unable to get anywhere with them but they said to have a supervisor call and explain the situationCould you pass this information onto them and have them try? I would appreciate them trying and giving me a call to let me know what they were able to doMy cell is 701-799-If I am unable to answer they can leave a messageThanks, ***
On Mon, Sep 28, at 4:PM, *** *** wrote:
I too wish that I would have stressed the urgency of August 3rd specifically- but since my email stated that your final payment was due, and since you had seen the confirmation emails previously sent by Disney Cruise Line, my understanding was that you were aware of the final payment date and the cancellation policies for your reservationI did ask on August 2nd if you wanted me to just cancel the reservationAt this point, guest services will be your best recourse, but it's unfortunately not likely that they will be able to make a concession
***
On Mon, Sep 28, at 1:PM, *** *** wrote:
Right but no where on this thread was August 3rd mentioned as the day we needed to have it done byIf I had known that I would haven't had you try and move it and would have just had you cancel it
On Mon, Sep 28, at 3:PM, *** *** wrote:
August 3rd - the date of final payment as listed on your confirmationsI had emailed you the week before to follow up and get the payment made
On Mon, Sep 28, at 1:PM, *** *** wrote:
What was the exact day we needed to have it cancelled by?
On Mon, Sep 28, at 3:PM, *** *** wrote:
You can try calling DCL Guest Services, but seeing as how it canceled the first week in August, I'm not sure that they will be able to assist you in any way, since the policy is the policy, and it was in the documents you received directly from themThey would not make an exception for me on August 3rd or August 5th when I calledIt wasn't that you tried to move it - it's that we didn't try moving it until Aug 3rdThat is why on August 2nd, and I asked if you'd like me to just cancel it - but your response the next day was that you'd like me to try to move it instead
Always worth a shot, I guess - but I did try also!! *** ***
***
On Mon, Sep 28, at 1:PM, *** *** wrote:
***,
Is there someone I can contact at Disney? If I had known trying to move it would cause us to lose our deposit I would have just had you cancel itThanks, ***
On Mon, Sep 28, at 10:AM, *** *** wrote:
***,
The cancellation policies are listed in all of the confirmation emails that Disney Cruise Line sent you after you booked on board last yearThey were also on our Insurance Disclaimer that you on signed on November 24, I reached out to you a full week before the final payment was due so that we could get the payment made and book your excursions, but didn't hear back until August 2nd because you were in YellowstoneHad I known that you were unable to sail in October sooner, I could've possibly made the change - you just would've lost the discounted sailing rate for moving it further out from your original sailing
I tried to get them to at least credit the deposit towards a different date once you got back to me on August 3rd, but they would notAnd in order to reinstate your cruise by that point, you would have had to pay the prevailing rate (which was more) PLUS pay it in full immediatelyThis cost was far more than the forfeited deposit
At this point, now - the sail date is only three weeks away, in which 75% of the total vacation cost would have been forfeited, so it's long past negotiable, unfortunately
Days Prior to Vacation Commencement Date
Fee Amount
Standard Sailings Holiday Sailings*
89-days 104-days Deposit per Guest
55-days 74-days 50% of vacation price per Guest
29-days 42-days 75% of vacation price per Guest
days or less days or less 100% of vacation price per Guest
On Mon, Sep 28, at 4:AM, *** *** wrote:
We weren't aware of thatIs there someone we can talk to about getting it back?
Sent from my iPhone
On Sep 28, 2015, at 12:AM, *** *** wrote:
Unfortunately, the deposit is only refundable up until days before your sailing date, which was August 3rd:( At that point, we were still trying to move it and unable toI'm so sorry!
***
On Sun, Sep 27, at 8:PM, *** *** wrote:
So we lost our whole deposit? I thought since we had cancelled it far enough in advance that we would get that back
On Sun, Sep 27, at 8:PM, *** *** wrote:
***,
Unfortunately, I was not able toBy the time that you and I connected last, we were already past the cancellation fee period, and despite my best efforts, they had forfeited your deposit based on the terms and conditions sent in previous emails/confirmations
I had emailed you the next day to let you know, but it looks as though you didn't receive it(iphone updates are plaguing my outgoing mail on a regular basis!) I wondered why I hadn't heard from you - this would explain why
If you have further questions, or future Disney travel needs, please do not hesitate to let me knowI hope the winter is easy on you guys out there!
Thanks,
***
On Sun, Sep 27, at 5:PM, *** *** wrote:
***,
Were you able to get it moved? Thanks, *** ***
On Wed, Aug 5, at 2:PM, *** *** wrote:
YepWe have pushed it back a couple times so I don't know if they will let us anymore or notThanks!
On Tue, Aug 4, at 1:AM, *** *** wrote:
Of course! Same itinerary?
On Mon, Aug 3, at 12:PM, *** *** wrote:
Is there something in February?
On Mon, Aug 3, at 12:PM, *** *** wrote:
What month/sailing should I try to push it to? Your call! I can just cancel it if you'd rather - just let me know!
On Sun, Aug 2, at 4:PM, *** *** wrote:
***,
I'm sorry I didn't get back to you sooner but we were in yellowstone national park and the internet service isn't very good thereI will be starting a new job and October isn't going to work for us anymoreIf we could push it back that would be awesome but I'm not sure if we can anymoreIf we aren't able to we will have to cancel itThanks for your help*** ***
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If she would have mentioned the date we needed to have our decision by we wouldn't have had her check on moving it
Regards,
*** ***

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 dispute
The reason we chose to use a travel agent was to help us plan our trip and make sure everything got done on time We were told about the cancellation date probably months before it was due When I called disney to ask why I wasn't getting emails about our trip they told me they were being sent directly to the travel agency Those emails were never forwarded to me, if I had received them I would have known the cancellation date On the agreement I signed it says I accepted travel insurance, why didn't my travel insurance cover this cancellation? Not once was the cancellation date made known to me from the agent, she admitted that she should have mentioned it to me The email I sent is the entire conversation I had with her, we never spoke on the phone I feel that the agency didn't do their job in helping me plan/manage my trip
Regards,
*** ***

*** ***I read through the correspondence that you posted and I do understand that you say you were not reminded of the cancellation date when you attempted to move your cruiseHowever, the cancellation policy was clearly stated on the confirmation you were given when you booked the cruise directly with Disney Cruise LineThis policy has been in effect all along, and the disclaimer you signed stated you understood this policyFurthermore, the form you signed specifically states you will not hold us liable for any cancellation penalties. I am sorry you were not reminded of the date as per what you wanted, but your acknowledgement of our terms and conditions led us to believe you knew what policies were in place from Disney Cruise LineWe have tried our best to get Disney to make an exception, but they will not in this caseAs Disney Cruise Line has made its decision, there is nothing more that we can do for you

To Whom it May Concern:In response to [redacted]'s complaint as sent to me on 10/28, I believe this complaint to be unjustified.  For your reference, the complaint ID is [redacted].  In his complaint, [redacted] states correctly that he was working with his agent, [redacted],...

regarding the change of dates to his reservation when the cancellation occurred.  What he fails to mention is that he waited until the date of his final payment to make this change.  Despite his agent urging him to simply cancel the reservation prior to the cancellation penalty going into effect, [redacted] chose to continue the process of finding a new sail date.  By the time he chose a new date, his original cruise had cancelled due to lack of final payment.  Disney Cruise Line's policy on this is quite clear, and this policy was provided to him at the time of booking by Disney Cruise Line as he actually booked this cruise while onboard another sailing.  Our agent, [redacted], provided the client's final payment date (and thus his last date to cancel prior to penalty) on many of her correspondences (including one email that was sent a week prior to [redacted]'s final payment due date).Furthermore, as our way of making sure each client acknowledges the terms and conditions of their booking, we ask that they sign our online disclaimer.  The username and password for each individual client's disclaimer is emailed directly to the client and no Off to Neverland Travel agents have access to it.  Also, the client's IP address is captured at signing as additional proof that they themselves signed the form.  I have attached [redacted]'s signed disclaimer to this response.  In it, you will find that [redacted] signed the form which contains the following statement:  I understand the cancellation/amendment policies of the vendor’s travel program that I have purchased.  I agree to pay all charges, fees, or penalties, and hereby hold Off to Neverland Travel® free of any claims made as a result of the changes/cancellation of this travel reservation.Our system recorded his signature on 11/24/2014.  You will also note that his final payment date is clearly displayed on the form.In signing this statement, we believed that [redacted] did in fact know the jeopardy he placed himself in by asking us to change the cruise date on such short notice.  We regret that he lost his deposit, however, he accepted responsibility by signing our disclaimer and thus is not due a refund from us or from Disney.