Pacific Holidays

I booked a trip thru Pacific holidays only to find out they took my money and no record of booking. No response to numerous phone calls. Also when I did get someone they were very rude. Needless to say no resolution in this matter. Name should be scam holidays because that's what it is. Beware booking with them.

Review: There were statements made by the company that were and are still deceptive. I have proof of times my family and I contacted pacific holidays after I got into an accident and was hospitalized. I could not reach the agent with the time difference so I had my family call and email. I cancelled my flight to fuiji from new zealand the day before flight and I notified the agent of it. I was told I would get some refund or credit. When I tried to use it, they wouldnt help with the dates we needed. I had no choice from the hospital. I had to have a skycoach, business class, or med seat and I couldnt leave until 2 weeks from the accident. The agent was unwilling to help or didnt try. We informed him of the hospital mandate, my injury, the need for special flight accomodation, and he just gave us the number to fuiji airways when we were finally able to reach him. We had a very difficult time reaching him. Not once were we told of a local agent in new zealand which would have made the process easier. So we had to get new flights and make all artangents ourselves. When I got back to the States, I called the agency and asked for the manager to discuss credit or refund and inform her of the situation. I just wanted her to know what happened, how inaccessible communication was with the agent, and that I was now in the states and better able to communicate. The agency manager did not want to hear me and told me I was wasting my time trying to talk to her. She just told me to send it in writing, and when I told her I would but would like to talk to her too, she did not want to hear any context for what I was going to write. When I told her I would let people know how her agency and she was like, she said do what you want and she didnt care what happened. She only sent me an email to file in writing but gave me no information on where to send it and again didnt want to hear me. I am going to file the complaint with them but I want people to know of there terrible customer service, there unwillingness to help, and lack of concern. They are only talk to save their online reputation, but no actual concern to remedy their wrongs.Desired Settlement: I would like a refund or credit, and if that cannot be done I would like customers to know of what I endured and the manager's lies thereafter. The agency does not communicate without email but there are situations that need oral communication. I did not have internet in the hospital but I gave them warning by making at 2 in the morning just to get them before 4 or 5 pm. Not once did the agent ask to speak with me in the hospital, not even the local agent I never knew of until I came to the states.

Business

Response:

September **, 2015[redacted]

[redacted]Re: Complaint ID - [redacted]Pacific Holidays’ response to complaint:Dear Ms G[redacted],The letter of complaint you submitted to the Revdex.com was forwarded to my desk. We have investigated the concerns you expressed regarding your experience with Pacific Holidays, and we are responding to them through this letter.We are extremely sorry that an accident happened during your trip to New Zealand. We hope your injury was not severe and by now you have recovered.In fact, when we got the news that you were hospitalized, our agents expressed deep concern and sent multiple emails to our ground handler in New Zealand and tried again and again to monitor your situation. Unfortunately the New Zealand operator could not reach you due to the fact that the hospital did not want to reveal any information of their patients or even contact you on our behalf. Only family members were able to discuss with hospital.In your letter, you are asking for a refund or credit for your air tickets because your trip was interrupted by your hospitalization. However, as per Groupon terms and conditions for the package you and your brother purchased, you purchased a nonrefundable air ticket, and, considering the circumstances noted below, the tickets remain nonrefundable by the airline.On May ** (the day before your scheduled flight from Auckland), your sister Arlene contacted Pacific Holidays via email to notify our agent that you would not be continuing your trip because of a car accident. That same day, our agent replied (as you will see from the attached email thread) informing your sister that flights and hotel reservations were cancelled for the remainder of the trip in Fiji.Although you had purchased a totally non-refundable flight ticket, in an effort to find a solution for you, our agent contacted Fiji Airways on your behalf and requested that, for medical reasons, they waive the change fee and allow you to reschedule your return flight from Auckland to Los Angeles. That request was kindly accepted by the airline, providing that medical records were presented. On the same day of the first contact, our agent replied to your sister, requesting that medical records be presented to the airline, and he confirmed to her that flights and hotels had been cancelled. However, we never received a response regarding medical records, from her or any other family member.On May **, Pacific Holidays also offered your sister assistance in booking flight tickets for her or any other family member that wished to visit you and your brother in New Zealand. On May **, your brother, who was with you in New Zealand during the accident, called Pacific Holidays. Our agent gave him the same information that was emailed to your sister regarding rescheduling the flight tickets back home with Fiji Airways. Your brother then informed the agent that you had decided to book a return flight from Auckland to Los Angeles via Honolulu with another airline. Your brother specifically asked, if by doing so, you would lose your Fiji Airways ticket; and our agent confirmed that this would be the case. At your brother’s request, our agent provided him with the airline’s phone number so he could contact the airline directly. On May **, following your brother’s call to Pacific Holidays, the agent contacted your sister via email (attached email thread) warning that the flights had been reinstated after our agent cancelled them; and he requested information on how to proceed. However, she had no information about the reinstated flights/ She noted that your brother might have done so and that you were still in the hospital. Our agent tried to contact you and your brother directly, but the hospital refused to put a call through for privacy reasons.Subsequently, your family informed our agent that you bought a return flight on a different airline on your own. Since you and your family did not accept Pacific Holidays’ thorough efforts to help you with rerouting on Fiji Airlines, and you chose to fly a different airline back home, the ticket is nonrefundable as per the airline. This is the airline’s policy and we have no control in this matter.If you have travel insurance for your trip, we suggest that you contact them about this matter. We hope that you are doing well with your recovery.Sincerely,Peggy S[redacted]Customer ServicePeggy S[redacted]Pacific Holidays, Inc.[redacted]

[redacted]Tel: ###-###-####; ###-###-####Fax: ###-###-####

Review: Worst travel agency and agent I've ever come across. [redacted] is the worst travel agent and completely devoid of customer service skills. I booked my trip with them after [redacted] suggested that I not purchase through [redacted]. (This is against [redacted] policy.)

There was no excursion information, no details related to the chartered tours of the destinations and no assistance when our late flight made us miss our hotel reservation. [redacted]'s unresponsive and unprofessional behavior continued during and post travel when she refused to reply to my email inquiry regarding our travel insurance.

[redacted], prior to travel and post credit card charges, became belligerent when asked to do things covered in her job description as a travel agent. (e.g., finding an additional hotel option.)

I've been to almost 40 countries on 5 continents, and I have never had such horrible service.

I wish I could say [redacted] is an isolated incident. Unfortunately, her collaborating agents are no better at helping or providing assistance. They are almost all rude, and arrogant to the point of antagonism.

To date she has completely ignored my emails. When I called and asked to speak to a supervisor, I was told there isn't one. The man who answered told me they are all independent agents. He stated I would have to deal with [redacted] directly. Again, she has ignored my request for help remedying the issue of our late flight causing us to miss an entire night of our hotel reservation. She made no attempt to assist us or guide us through the travel insurance requirements or process. Her colleague stated she could have sent me confirmation of the late flight from the airline and started the insurance claim for us. When I stated this to her via email, she stopped communicating. To date, I have had no response.Desired Settlement: I should receive a refund of both travel insurance fees and the one night hotel fee.

Business

Response:

Hi, Revdex.com, We received this complaint and are reviewing the content. Unfortunately, the agent involved - [redacted] in this case - is on a business trip and won't back until the week of May **. As soon as she returns we will verify a few facts and get back to the complaining person. Mean while she can always to call our office and ask for customer service. In this case [redacted] will assist her to sort through the insurance claim procedures. Thank you for patience. [redacted] the [redacted].