We are sorry to hear that the clients feel that our previouscommunications are incorrect, however we have been in business for years andhave built and continue to build the business on our customer serviceAs we explained in our previous correspondence we forwardedall documentation to the clients for review, it is clearly stated on thedocuments from Oceania that it is the client’s responsibility to have thecorrect documentationWe further attached the Oceania documentation to you inour previous correspondence.Ultimately it was Oceania’s decision not to allow the onepassenger to board
Please read all attachments including reply As you will see from the guest statement page addresses Visa and Passport information, and the shore excursions clearly state Vancouver BC is a port of call.If any further information is required please do not hesitate to contact me [redacted] Avanti Travel inc[redacted]
Please read all attachments including reply As you will see from the guest statement page 4 addresses Visa and Passport information, and the shore excursions clearly state Vancouver BC is a port of call.If any further information is required please do not hesitate to contact me[redacted]Avanti...
We are sorry to hear that the clients feel that our previouscommunications are incorrect, however we have been in business for 30 years andhave built and continue to build the business on our customer service. As we explained in our previous correspondence we forwardedall documentation to the clients for review, it is clearly stated on thedocuments from Oceania that it is the client’s responsibility to have thecorrect documentation. We further attached the Oceania documentation to you inour previous correspondence.Ultimately it was Oceania’s decision not to allow the onepassenger to board.
I am rejecting this response because: Please be advised that we have received your correspondence regarding our complaint against Avanti Travel agency and have read their response. Unfortunately we are having computer problems which is making it difficult to properly respond to Avanti Travel Agency's explanation of the events. I would like to respond to their claims one by one, but our printer is out at this time. I hope to have this problem fixed soon. In the mean time, I hope you will except our apology regarding our computer problem and give us additional time to respond because Avanti Travel has made a "he said, she said" excuse for the events that happened and I would like to give our rebuttal in a complete manner with attachments to show proof of our claims. I will be unable to do this until our computer is fixed. Please advise, Thank You, [redacted] and [redacted]
We have read Avanti Travel Agency's response to our complaint and it contains claims of communications between us that, in our opinion, are false or incorrect. The bottom line in our complaint is that we were never told that one of our group of four was required to possess a valid Canadian visa in order to travel on an Oceania Cruise to Alaska. We were very aware that we were required to possess and present the proper documentation to Oceania Cruise lines in order to board the ship. We feel that by requesting Avanti Travel Agency to make the travel arrangements for our group, it was there responsibility as a licensed agency with the State of California and under the consumer travel laws, that they had the responsibility to inform everyone in our group of the proper documentation need to successfully complete our travel plans. We were not only unable to take our trip to Alaska, we were refused reimbursement in the amount of over $16,000.00. If Revdex.com agrees with Avanti Travel Agency that it was our responsibility to obtain necessary information to take a ship cruise to Alaska, then We don't understand the purpose of a Travel Agency.
August 31, 2015 Revdex.com 3075 Beacon Blvd. West Sacramento CA 95691 ATTN: [redacted] REF: ID [redacted] Dear Mr. [redacted]: I am in receipt of your letter dated August 30, 2015 with regard to the experiences of Mrs. [redacted] and some of her family members. Mr. and Mrs. [redacted] selected an Oceania Cruise for their anniversary trip and placed a deposit toward their voyage on January 20th, 2015. Shortly after that Mrs. [redacted]’s sisters – Ms. [redacted] and Ms. [redacted] were added in an additional cabin. We had no direct communication with either of Mrs. [redacted]’s sisters – everything was done via Mr. and Mrs. [redacted]. We did receive passport information showing that Ms. [redacted] held a passport from El Salvador along with an address for the ladies in Bakersfield. This information was then uploaded to the Oceania website. We mailed the client copy of the invoices from Oceania to Mrs. [redacted] and she advised in a telephone conversation that she had in fact received them. These invoices state the requirements and regulations for passengers to sail with Oceania. We are enclosing copies for your review. Oceania states it is the passengers responsibility to obtain all necessary documents for travel and acceptance to board an Oceania ship. We are further enclosing copies of the shore excursions (and emails related) that detail options for sightseeing while in Victoria British Columbia – clearly indicating the voyage was not entirely within the United States. The [redacted]s seemed very pleased with all the arrangements – including the fact that our agent Donna Dykes had continued to research behind the scenes looking for cost savings and values. To that end she advised them of a new promotion that granted a $200.00 onboard credit and pre-paid gratuities for the voyage which she had applied to their reservations. Avanti Travel had also placed an additional $100.00 onboard credit as our gift to the clients When the [redacted]s came in to receive their final documents from Oceania – it was discussed that transfers in Seattle from the airport to the ship were not included due to the fact that Oceania charged $78.00 per person – and that a taxi would be far less (in the $60.00 range for four) and likely quicker. Taxis are easily located outside the baggage claim areas at the transportation islands. We received a call from the clients at the dock indicating that Oceania was denying boarding due to the documentation requirements for Canada. Our office contacted Oceania, the Canadian Embassy to see if they could grant an emergency visa (we were advised of a 45 day wait), and we even called the Seattle Port Authority. We made every possible attempt to assist. We advised Oceania that the passengers would not disembark in Victoria – asked if they could end the cruise while still in Alaska – anything that would have allowed the passengers to be boarded. Though Mr. and Mrs. [redacted] would have been able to sail – they decided against that option and determined they would all just return to California. While they were enroute to the airport we contacted Alaska Airlines to change the tickets at the request of Mr. [redacted]. There were no flights available for that day – and they were booked for the following day. It was determined that it was far less expensive to buy new tickets than to pay Alaska Air a change penalty plus the additional airfare they asked for. This was advised to Mr. [redacted] and he approved the charge by Alaska Airlines. We also secured hotel accommodations for them and the credit card was given as a “guarantee” to the property. The hotel in turn would have billed the credit card at check out. Mr. and Mrs. [redacted] had also purchased Travel Guard trip insurance (the sisters did not purchase any insurance). Travel Guard does not cover any fees assessed for cancellation due to improper documentation. Had there been an illness or unforeseen major emergency a claim could have been filed. Post cruise efforts were made on behalf of the clients to try and obtain a future cruise certificate from Oceania. Avanti Travel contacted our Business Development Manager who in turn took up our cause with the Vice President of Field Sales. It was discussed at that level and then they felt it worthy of escalation to senior management with Oceania – however our request was ultimately denied on June 30th. [redacted] President Avanti Travel inc.
We are sorry to hear that the clients feel that our previouscommunications are incorrect, however we have been in business for years andhave built and continue to build the business on our customer serviceAs we explained in our previous correspondence we forwardedall documentation to the clients for review, it is clearly stated on thedocuments from Oceania that it is the client’s responsibility to have thecorrect documentationWe further attached the Oceania documentation to you inour previous correspondence.Ultimately it was Oceania’s decision not to allow the onepassenger to board
Please read all attachments including reply As you will see from the guest statement page addresses Visa and Passport information, and the shore excursions clearly state Vancouver BC is a port of call.If any further information is required please do not hesitate to contact me [redacted] Avanti Travel inc[redacted]
Please read all attachments including reply As you will see from the guest statement page 4 addresses Visa and Passport information, and the shore excursions clearly state Vancouver BC is a port of call.If any further information is required please do not hesitate to contact me[redacted]Avanti...
Travel inc.[redacted]
We are sorry to hear that the clients feel that our previouscommunications are incorrect, however we have been in business for 30 years andhave built and continue to build the business on our customer service. As we explained in our previous correspondence we forwardedall documentation to the clients for review, it is clearly stated on thedocuments from Oceania that it is the client’s responsibility to have thecorrect documentation. We further attached the Oceania documentation to you inour previous correspondence.Ultimately it was Oceania’s decision not to allow the onepassenger to board.
I am rejecting this response because: Please be advised that we have received your correspondence regarding our complaint against Avanti Travel agency and have read their response. Unfortunately we are having computer problems which is making it difficult to properly respond to Avanti Travel Agency's explanation of the events. I would like to respond to their claims one by one, but our printer is out at this time. I hope to have this problem fixed soon. In the mean time, I hope you will except our apology regarding our computer problem and give us additional time to respond because Avanti Travel has made a "he said, she said" excuse for the events that happened and I would like to give our rebuttal in a complete manner with attachments to show proof of our claims. I will be unable to do this until our computer is fixed. Please advise, Thank You, [redacted] and [redacted]
We have read Avanti Travel Agency's response to our complaint and it contains claims of communications between us that, in our opinion, are false or incorrect. The bottom line in our complaint is that we were never told that one of our group of four was required to possess a valid Canadian visa in order to travel on an Oceania Cruise to Alaska. We were very aware that we were required to possess and present the proper documentation to Oceania Cruise lines in order to board the ship. We feel that by requesting Avanti Travel Agency to make the travel arrangements for our group, it was there responsibility as a licensed agency with the State of California and under the consumer travel laws, that they had the responsibility to inform everyone in our group of the proper documentation need to successfully complete our travel plans. We were not only unable to take our trip to Alaska, we were refused reimbursement in the amount of over $16,000.00. If Revdex.com agrees with Avanti Travel Agency that it was our responsibility to obtain necessary information to take a ship cruise to Alaska, then We don't understand the purpose of a Travel Agency.
August 31, 2015 Revdex.com 3075 Beacon Blvd. West Sacramento CA 95691 ATTN: [redacted] REF: ID [redacted] Dear Mr. [redacted]: I am in receipt of your letter dated August 30, 2015 with regard to the experiences of Mrs. [redacted] and some of her family members. Mr. and Mrs. [redacted] selected an Oceania Cruise for their anniversary trip and placed a deposit toward their voyage on January 20th, 2015. Shortly after that Mrs. [redacted]’s sisters – Ms. [redacted] and Ms. [redacted] were added in an additional cabin. We had no direct communication with either of Mrs. [redacted]’s sisters – everything was done via Mr. and Mrs. [redacted]. We did receive passport information showing that Ms. [redacted] held a passport from El Salvador along with an address for the ladies in Bakersfield. This information was then uploaded to the Oceania website. We mailed the client copy of the invoices from Oceania to Mrs. [redacted] and she advised in a telephone conversation that she had in fact received them. These invoices state the requirements and regulations for passengers to sail with Oceania. We are enclosing copies for your review. Oceania states it is the passengers responsibility to obtain all necessary documents for travel and acceptance to board an Oceania ship. We are further enclosing copies of the shore excursions (and emails related) that detail options for sightseeing while in Victoria British Columbia – clearly indicating the voyage was not entirely within the United States. The [redacted]s seemed very pleased with all the arrangements – including the fact that our agent Donna Dykes had continued to research behind the scenes looking for cost savings and values. To that end she advised them of a new promotion that granted a $200.00 onboard credit and pre-paid gratuities for the voyage which she had applied to their reservations. Avanti Travel had also placed an additional $100.00 onboard credit as our gift to the clients When the [redacted]s came in to receive their final documents from Oceania – it was discussed that transfers in Seattle from the airport to the ship were not included due to the fact that Oceania charged $78.00 per person – and that a taxi would be far less (in the $60.00 range for four) and likely quicker. Taxis are easily located outside the baggage claim areas at the transportation islands. We received a call from the clients at the dock indicating that Oceania was denying boarding due to the documentation requirements for Canada. Our office contacted Oceania, the Canadian Embassy to see if they could grant an emergency visa (we were advised of a 45 day wait), and we even called the Seattle Port Authority. We made every possible attempt to assist. We advised Oceania that the passengers would not disembark in Victoria – asked if they could end the cruise while still in Alaska – anything that would have allowed the passengers to be boarded. Though Mr. and Mrs. [redacted] would have been able to sail – they decided against that option and determined they would all just return to California. While they were enroute to the airport we contacted Alaska Airlines to change the tickets at the request of Mr. [redacted]. There were no flights available for that day – and they were booked for the following day. It was determined that it was far less expensive to buy new tickets than to pay Alaska Air a change penalty plus the additional airfare they asked for. This was advised to Mr. [redacted] and he approved the charge by Alaska Airlines. We also secured hotel accommodations for them and the credit card was given as a “guarantee” to the property. The hotel in turn would have billed the credit card at check out. Mr. and Mrs. [redacted] had also purchased Travel Guard trip insurance (the sisters did not purchase any insurance). Travel Guard does not cover any fees assessed for cancellation due to improper documentation. Had there been an illness or unforeseen major emergency a claim could have been filed. Post cruise efforts were made on behalf of the clients to try and obtain a future cruise certificate from Oceania. Avanti Travel contacted our Business Development Manager who in turn took up our cause with the Vice President of Field Sales. It was discussed at that level and then they felt it worthy of escalation to senior management with Oceania – however our request was ultimately denied on June 30th. [redacted] President Avanti Travel inc.