Security Travel Bureau Inc

This letter is in response to the reply from *** *** owner of Security Travel Bureau, received via the Revdex.com on 2/26/The letter is full of statements that I can't believe he has writtenI cannot in good conscience allow a letter with such accusations to go unsubstantiated, so I wish to address these for myselfThe dispute of this entire ordeal is the accusation that I cancelled my cruise cabin on August 10th I cannot cancel a cruise reservation with *** *** when a reservation is made with a travel agencyIt must be cancelled by the travel agency themselvesI confirmed this via a phone call to *** *** customer service myself on 2/15/I also spoke with a *** *** *** who told me the same information on cancellation of a cruise made with a travel agencyI then called *** *** again and spoke to another customer service agent who told me the same thing, as I wanted to ensure that I confirmed this with another *** *** employeeIn fact, the *** *** agent I spoke with the second time told me that she would be fired if she did such a thingMy initial conversation about the cruise was with *** *** on 2/9/who couldn't answer any questions I had regarding my scheduled cruise on May 5, Would he not at that time be able to tell me that the cruise had been cancelled? He referred everything I asked him to *** or *** who are travel agents who work for himSo per *** request, I called *** on 2/9/and spoke with her since she had made my initial cruise reservationShe said she would call back as she was at home and didn't have all the information in front of herWhen she called me back on the same day, she said she checked their records and that the agency's paperwork showed that the entire block of rooms purchased by the agency was cancelledShe also said that their records did indeed show that we had not been notified of the cancellationShe was very apologetic about this and said she would try to "make things right" by trying to find us a similar room on the same cruise and to provide transportation as promised during the time of booking the tripShe called back again the same day and told me she found a comparable room on the same cruise for $4,936, which was $1,more than our original costShe asked if we were open to flying, and I responded that we were*** then told me that flying looked as if it might be cheaper for the travel agency vs providing a transport van or similar vehicleI responded that either option was fine with usShe sent my husband an email (see attached) on this same day saying that Security Travel will pay for the airfare or private transportation to the cruise departure port *** *** *** and thanked us for our understandingShe put the room that she had found on hold for hours as we had to decide if we wanted to pay the additional almost $1,for this tripDuring this hours she also indicated that she would continue to look for other cruise options that were similar but might be closer to our original priceOn 2/10/16, Security Travel had completely fabricated a whole new story and told us they would not honor any of the previous promises they had made to usMy husband spoke with *** on this date, who was told by *** that I called *** *** on 8/10/and cancelled the cruiseThen she said on 8/11/15, THEY called *** *** because I had cancelled our reservationAs I stated before, this is not the policy of *** *** as I confirmed with a customer service agent and also with *** ***I cannot and did not cancel any reservation with themSecurity Travel is also saying that they sent me a letter about the trip cancellation, which I have never receivedWhenever my husband attempted times to speak to *** he was always told that she was with another customerSecurity Travel said they would also not honor the transportation as promisedAnother phone call from *** on 2/10/told me that the travel arrangements were "too expensive" and that the travel agency "couldn't afford that." In reference to the second to last paragraph in *** *** response letter, I want to mention that before I booked this cruise I spoke with *** *** personally and I asked him what would happen if not enough people booked the cruise and would they still provide transportation if this happenedHe said they would and it would be by something smaller like a transport van or limousine serviceThis was very important to me as my husband and I did not want to have to drive hours from our home to *** *** which is the primary reason why we booked this cruise with Security TravelIn reference to the last paragraph of *** *** letter regarding "verbal threats" and "slander" from my husband during their phone conversation on 2/10/16, is another statementI was present during the time of this phone conversationI will admit that my husband did use the word "damn" to *** but did not make anything close to a threat towards himSuch a fabrication of saying he felt his "safety was compromised" and "calling authorities" is amazingly ridiculousI am wondering if *** *** has a conscience as to make such accusationsIn closing, I want to say that there is only truth stated in this letterWe did not even have an issue about paying $1,more money if we could have a similar room on the cruiseThe room *** had on hold for us for hours was cancelled since we could not reach an agreement during this hold timeWe were willing to forgive this even though it was a lot of additional expense for usWe only want Security Travel to honor their travel promiseOur $initial deposit has been returnedI also want no wrongdoing to the travel agent mentioned in this letter, ***,as she was very helpful initiallyThe instructions she must have received from her boss, MrViola, changing all of the initial promises is not her faultI have been waiting almost a year for this cruiseI have been battling ovarian cancer for the past two yearsI have had a recurrence late last year and as a result am currently receiving chemotherapy treatment once againI have been waiting to go on a cruise my entire life and NEVER EVER would have cancelled this tripThis cruise was to be a celebration of the completion of my treatmentEven my doctor can attest that we have had ongoing discussions since October about my ability to go on this tripIt was his suggestions that I go and use it as a goal or milestone to look forward toWe have since scheduled another cruise on the same ship for June 2-9th, leaving from the same port for a similar price we have paid with Security Travel($3,500) but with no guaranteed roomThere were no rooms available on the original cruise we had booked for May 5-13thI am hoping Security Travel will live up to its promise and be a reliable honest travel agency and honor their transportation promise to get up to and from this trip departing from *** ***I have researched multiple options and it seems that a flight or private vehicle would cost approximately $1,For someone reading this letter, please ask yourself this: Why would my husband and I lie about cancelling a cruise reservation? Why would we call Security Travel and fabricate such a story? What would we have to gain from this? We already booked another cruisePeople make mistakes in businessWe understand thatWe only ask for the transportation that was promised to us by the agencySincerely, *** ***

In response to complaint filed by *** *** *** ***: *** *** *** had booked a cabin, on a group cruise, which Security Travel Bureau was offeringThe cruise info: Sailing aboard ‘A*** ** *** *** on May 2016. *** *** *** Jr
& *** *** *** booked a category ** * *** *** * *iew stateroom with balcony on July 2015. The required payment to secure this cruise cabin was a deposit of $per person to total a deposit amount of $The cruise cabins, for this group, could not be booked without the required deposit amountCheck payment, in the amount of $(*** ***5) received from *** *** ** *** ** *** Per request by *** *** cruise cabin was cancelled on August This check was cashed in the vicinity of time of which it was received, as we had to use a company credit card to apply this payment to ***l ***The monies received were applied to pay back the credit card *** *** had contacted the Security Travel Bureau office on Tuesday, February 2016, to inquire about the status of this cruiseAs months had passed since the cabin cancellation, the Agents of Security Travel Bureau had to revisit the *** *** ***e to review the detailsThe entire group cruise on *** ** *** ***” sailing date May had been cancelled by Security Travel Bureau in December Initially, the Owner of Security Travel had thought that *** was, unintentionally, not contacted with the others booked, in this group, and cancelled out in DecemberNotes were found, on file, showing that this cabin had been cancelled out before December After verifying with *** ***, the agents at Security Travel found that this cabin had been cancelled in August 2015. The agency only cancels cruise cabins per request of the customer/sFor this group, especially, we wanted & needed to fill a minimum of cabinsOur intentions were to hold every cabin, which had been booked, to reach the minimum requirement for a group cruiseThis is a new ship, and an exciting sailing! We wanted to see a group sail upon it, from our AgencyWe do not cancel cabins, unless explicitly requested to perform that action We do contest that it was an oversight that the $deposit monies had not been promptly returned to ***We found out that the monies had been moved to Group Level, per protocol of *** ***, after cancellationSecurity Travel Bureau has not had this money, in hand, since July There is no excuse for this oversightSecurity Travel Bureau did experience a death, within the agency, and there was a period of time, admittedly, where the agency may not have been functioning at optimal performance After the phone call had been received by *** ***, on February 2016, the selling agent, ***, had been working on this situation, to collect as much information, as possible, to figure out the points of this complaint and issueSecurity Travel Bureau is a full service travel agencyThe entire group cruise, for this particular sailing had been cancelled, in DecemberHence, memories needed refreshedInitially, as mentioned, it was thought that the *** cabin had been cancelled, with the rest of the group, in December, and perhaps, they had, indeed, been neglected to have been notifiedWhich is why *** *ad apologized, informing *** of this thoughtAfter doing more research, details and notes in the file had indicated that the cabin had been cancelled out prior… This is when *** contacted ***, again, to provide the updated informationFinding that the cabin had been cancelled months ago, the Travel Agents had to conduct a search to see if and when the initial cruise deposit had been refundedIt was during this search that it was discovered that *** *** had never released this payment [Under circumstances, if a cruise deposit payment was applied via Agency Credit Card, and that cruise cabin is cancelled, the deposit monies were refunded back to the cardThe agency then refunds check payment to the customer, as long as the cancellation falls within non-penalty terms*** *** had changed their policy, unbeknownst to Security Travel Bureau, in which all cancelled cruise cabin deposits/payments, within a group booking, if cancelled, will be moved to group levelThe monies are only released to the Agency, if the request to do so is called into the cruise company] The accurate account provided was that *** *** had revoked unassigned group cabin space for this sailing, which was being held by Security TravelSecurity Travel still had a group assigned, for this cruiseThe agency had of those reservations cancelAs a result, the Agency decided to cancel out the entire group in DecemberPhone calls were placed to every customer who was booked on this sailing, to discuss the optionsThe agency explained that it was cancelling the groupIf the customer wanted to go, individually, on the sailing, their cabin would not be cancelledThey would, however, need to provide their own transport to the cruise port, and the agency would refund monies collected for group transportIT IS NOT SECURITY TRAVEL’S POLICY TO CANCEL ANY TRIP, WITHOUT FIRST NOTIFYING ALL CUSTOMERS WITH TRIP RESERVATIONSTHE AGENCY OFFERS ANY AND ALL TRAVEL OPTIONS RELATED TO A TRIP THAT THE AGENCY HAS TO CANCEL THE GROUP CRUISE SPACE, FOR THIS PARTICULAR SAILING, WAS CANCELLED IN DECEMBER This can be verified with *** ***: 1*** *** ** *** In refute to *** ***’s claims, as he seems to be providing misinformation, as it is explained, in this letter, the explanation/s to him had changed, because the agents were initially thinking in terms of the Final Group Cancellation for this cruiseAfter a conference meeting amongst the agents, a review of the Master Cruise File, and phone calls to *** ***, all of the specific details, in relation to the *** cruise cabin were sorted outA payment of $(che** ***) was refunded to *** *** on February 10, 2016, as soon as it was realized that monies were never refundedIt was human error, not mal intent, which had caused the initial refund oversight IT IS AND HAS ALWAYS BEEN SECURITY TRAVEL BUREAU’S POLICY, WITH GROUP CRUISES, THAT, IF WE DO NOT GET ENOUGH PEOPLE TO COVER MOTORCOACH EXPENSE (added into initial offered cruise price), WE MAY CANCEL GROUP TRAVEL/OFFER ALTERNATE ARRANGEMENTSSecurity Travel Bureau received verbal abuse and threats/slander from *** ***The verbal threats were aimed at me, *** ***, and two of my other agentsIt had reached a point where I had thought that I may have to call my attorney and proper authorities, as I felt that our safety may be compromised*** *** ***
Owner Security Travel Bureau

this was resolved. between the parties. She should have contacted you. [redacted]

This is a retort to the response received from Terri e [redacted], JR., in reference to complaint [redacted] As for the substance of the response letter received, all had been accurately addressed in my initial response letter. As [redacted] had been the Agent to initiate this, specifically, mentioned group cruise, the incoming call, in reference to this cruise, on February, 09, 2016, had been fielded to her.  As a full-service travel agency, there is a team of working, qualified, agents on staff. This travel Agency also serves as the local [redacted] During open business hours, on busy days, it is standard practice for some calls to be sent to Outside Sales Agents.  [redacted] has been an active Travel Agent for over 30 years.  As a full – service Travel Agency, we are always servicing/handling/have numerous different types of trips booked, at any given point in time. This includes multiple group travels, as well. Sometimes, we do need to reference our file records to check information. This cruise, as aforementioned, had been cancelled out completely, in December 2015 (view details explained in the initial response letter). Therefore, details did need to be refreshed. To re-state: “In refute to [redacted]’s claims…the explanation/s to him changed, because the agents were initially thinking in terms of the [redacted] for this cruise. After a conference meeting amongst the agents, a review of the [redacted] File, and phone calls to [redacted], all of the specific details, in relation, to the [redacted] cruise were sorted out”.  No new story was fabricated.  It was discovered that the [redacted] cruise cabin reservation had been cancelled out in August of 2015. Therefore, it had not been the Agency’s oversight to inform the [redacted]s of the group cancellation in December of 2015. We are fully aware of the code of operation, per [redacted], when it comes to group cruise reservations/reservations made via a Travel Agent/Travel Agency. When we had checked our Master File, and, after contacting [redacted], we found that the [redacted] cabin, just as our Agency records had indicated, had been cancelled on August 10, 2015. To re-restate:  “…the Owner of Security Travel had thought that [redacted] was, unintentionally, not contacted with the others booked, in this group, and cancelled out in December 2015. After verifying with [redacted], the agents at Security Travel found that this cabin had been cancelled in August 2015. The Agency only cancels cruise cabins per request of the customer/s. For this group, especially, we wanted & needed to fill a minimum of 8 cabins. Our intentions were to hold every cabin, which had been booked, to reach the minimum requirement for a group cruise. This is a new ship, and an exciting sailing! We wanted to see a group sail upon it, from our Agency. We do not cancel cabins, unless explicitly requested to perform that action”. “…IT IS NOT SECURITY TRAVEL’S POLICY TO CANCEL ANY TRIP, WITHOUT FIRST NOTIFYING ALL CUSTOMERS WITH TRIP RESERVATIONS. THE AGENCY OFFERS ANY AND ALL TRAVEL OPTIONS RELATED TO A TRIP THAT THE AGENCY HAS TO CANCEL.”  As [redacted] had, upon the first conversation, on February, 09, 2016 (2 months after the final group level cruise cancellation), thought that Security Travel had neglected to notify the [redacted]s to offer alternate options, and was attempting to find a solution to satiate all involved. After review of the Master Travel File, for this cruise, and after discussion with [redacted] Cruise Lines, it was discovered that the [redacted] cruise cabin had been cancelled out in August 2015. That was four months before Security Travel had decided that we had no choice but to cancel our Group for this cruise. Therefore, it was realized that the Agency was not negligent for having not contacted the [redacted]s in December 2015, with Group cancellation. As it was six months from the time of cancellation to the phone call in February 2016, with [redacted], the Agency can only go in accordance to details found in The Master Cruise file, as well as notations on file with [redacted].  We cannot testify as the specifics as to why the cabin had been cancelled in August 2016. Deeper investigations, into this matter, found, that, [redacted] had overcharged the cabin, for the initial deposit amount. Given the lapsed amount of time, I do not know if the reservation’s cancellation had occurred, by RC, by accident, at the time that this overcharge was questioned and to be rectified, and the cancellation was an oversight, or, if the cabin had been cancelled per request of passengers. It is true, that, if we did not get enough cruise passengers booked, for this group, to secure motorcoach travel, that we would provide alternate transport to and fro the cruise terminal port, given that we still had a qualifying group. It has been protocol, with past cruises, that, when this had occurred, that the passengers did pay an additional transport fee, to cover the difference in expense costs.  If we did not have enough passengers to constitute a qualifying group, it is our policy to work one-on-one, with each booked reservation, to work out transportation details. In these cases, the passenger would have to cover some of the price difference expense, if it cost more than allotted monies in the original trip pricing. We provided this option to the booked passengers, in December, for this group. Those passengers declined this option. The [redacted] cabin had been cancelled four months prior. Therefore, they were not contacted, during this time. To re-iterate, Security Travel Bureau is a Full – Service Travel Agency and local [redacted].  There are times when the office gets busy. When there are customers, in office, any acting Agent does have to help the in- office customer/s, before fielding phone calls. This is office policy. As the matter at hand had been referred to [redacted], as she had been the initial booking agent, the follow-ups were handled by her.  [redacted] and myself, were all working together, on this, to figure out the involved details. It is becoming apparent that this case is reduced to a He & She said to a He (& She & She) said situation. As I have to profess, that, all that I had said in my first letter, as well as this one, is truth.  I have a witness to the phone call received on 02/10/16. I stand behind my account of this call. I also have to go in accordance to The Master Cruise File, our records, and [redacted], as far as confirming that this cruise cabin reservation had been cancelled in August 2015. As far as the reason for cancellation, it is not remembered, to be determined, or proven, with so much time passed. I can only repeat that Security Travel does not make individual cancellations, unless instructed to do so. Therefore, for Security Travel to honor any travel, for this cruise, it would be with a new cruise booking, with arranging individual travel for the passengers. As it had been stated, the cruise cost has increased. The expense for transportation would also be more than the initial amount that had been priced, for motorcoach travel. As a business owner, of Security Travel Bureau, for over 30 years, I strive to conduct my business affairs, myself, with integrity. Sometimes, human fallacy does occur. When those instances do occur, I, as a business owner do take accountability. I do, as explained in the first response letter, feel like there is no excuse for the oversight, as far as the deposit monies involved, with this cruise. I apologize for the initial confusion, with conversations, in February 2016. Security Travel did lose an agent to stage 4 brain, lung, and bone cancer. Unfortunately, some trip travel affairs and details were, temporarily, affected, during the time of this loss. As this agency operates on a small, tight-knit, personal, level, it was a great loss. We do have compassion for Mrs. [redacted]’s own battle with cancer, and the agents of Security Travel wish her the best for healthy recovery and remission.   Sincerely, [redacted]