Quality Reward Travel LLC

This customer booked travel online through their rewards program. At the time of booking, they requested seats 9D/E/F. The airline confirmed seats 7A/8A/9A. As we note in our terms and conditions (see page in attachment), seats are subject to change without notice. These are
the terms we provide at time of booking, and require the traveler to check the box that they've "read and agree to" the terms before they complete their check-out process. In addition, we also provide similar terms on the itinerary that is sent to the customer after the booking is made (see page in attachment). We apologize for any inconvenience this customer may have experienced. Seats assignments are managed and controlled by the airline, which is why we provide the attached terms in two different locations for our customers. In addition, we suggest the customer call the airline at least hours prior to their flight time to reconfirm, which would also allow an opportunity to change their seat assignments if they are assigned seats that do not work well for their individual need

Quality Reward Travel received notice of a partial refund from *** *** on 1-3-for Mr*** ***The original reservation was booked using credit card reward pointsWe submitted the refund of $to his program sponsor on 1-3-18, and the program sponsor has confirmed he received a partial point return for his refund of 31,points on 1-12-We have reached out to Mr*** to advise of this information, and suggested he check his point account for this refund and let us know if he does not see them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

This is not the typical service we provide to our clients. There does appear to be many calls between our office and Mr***. Several of them were either voice messages left for us or for him. Below is the detail we've found regarding the booking, as well as our
resolution.After further review of this file, it appears there were several calls relative to Mr***'s request for a cruise vacation. The request was for a cruise in March, 2018, and we checked prices for different cruise lines - *** *** *** Line and *** *** Line. While the phone call quote to Mr*** was not recorded, we can tell by agent notes, the $4,quote was for the *** ***, but Mr*** elected the *** *** *** at a price of $5,278.38. Based on the agents notes, it appears this was a misquote by our agent, and we have honored a reduction in price of $for Mr***'s cruise vacation, allowing him to only pay the lower rate of $4,893. Mr*** is add on additional gratuities that are NOT included in either of the above prices quotes. We believe this issue is resolved to Mr***'s satisfaction

Passenger booked tickets online using points + credit card on 1/15/18. The ticket she purchased was a basic economy fare, which does not allow for advance seat assignments. At time of booking, our website provides an advisement about the terms associated with booking Basic Economy
fares (see attached). The passengers must check the box to move forward with completing an order, thereby agreeing to the terms of this very restricted fare. She called our office immediately after booking to request seats, and our agent explained this class of service would not accommodate advance seat assignments. The customer disconnected the call. The passenger called back again, only to hang up on the agent. On her 3rd call in to our office on 1-15-18, she advised she wanted to cancel her booking. We obliged her request to cancel the booking with a $per person cancel fee. We advised she would receive her points and credit card payment back, less the $(x2) per passenger cancel fee. She agreed.The point return was handled immediately, but the credit card return was an oversight. Ms*** has never contacted us again to advise she had not received a refund to her credit card. Upon receiving this notice on Friday, March 16th, 2018, this issue was escalated to our finance department for review. They confirmed the credit card return was an oversight, and the refund was completed that day in the amount of $555. The $(x2) per person cancel fee was waived due to the inconvenience of the delayed credit to this customer. She has been refund for this transaction in full.We always strive for perfection, however, there are unfortunate instances where a standard process can go awry. We apologize to Ms*** for any inconvenience this may have caused her, but believe this will bring resolve to this issue

I have the original receipt at my home in Wisconsin but I am in Florida for the winter. I have an picture of the email from [redacted] attached to this response stating that they returned the money back to a [redacted] CC ending in [redacted]. This is not our CC #. We purchased the tickets through Quality...

Rewards and we were told this was their CC #. The case number with [redacted] where they told us the money was refunded back to Quality Rewards is #[redacted]. The total for each ticket was $288.80 x 2 = $577.60 which is what we are expecting back immediately.Ticket #'s[redacted]