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 letterAs [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 staffThis 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 years As a full – service Travel Agency, we are always servicing/handling/have numerous different types of trips booked, at any given point in timeThis includes multiple group travels, as wellSometimes, we do need to reference our file records to check informationThis cruise, as aforementioned, had been cancelled out completely, in December (view details explained in the initial response letter)Therefore, details did need to be refreshedTo 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 cruiseAfter 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 Therefore, it had not been the Agency’s oversight to inform the [redacted] s of the group cancellation in December of 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 AgencyWhen 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, 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 After verifying with [redacted] , the agents at Security Travel found that this cabin had been cancelled in August 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”“ IT 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.” As [redacted] had, upon the first conversation, on February, 09, (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 involvedAfter 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 That was four months before Security Travel had decided that we had no choice but to cancel our Group for this cruiseTherefore, it was realized that the Agency was not negligent for having not contacted the [redacted] s in December 2015, with Group cancellationAs 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 Deeper investigations, into this matter, found, that, [redacted] had overcharged the cabin, for the initial deposit amountGiven 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 passengersIt 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 groupIt 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 detailsIn 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 pricingWe provided this option to the booked passengers, in December, for this groupThose passengers declined this optionThe [redacted] cabin had been cancelled four months priorTherefore, they were not contacted, during this timeTo re-iterate, Security Travel Bureau is a Full – Service Travel Agency and local [redacted] There are times when the office gets busyWhen there are customers, in office, any acting Agent does have to help the in- office customer/s, before fielding phone callsThis is office policyAs 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] , [redacted] and myself, were all working together, on this, to figure out the involved detailsIt is becoming apparent that this case is reduced to a He & She said to a He (& She & She) said situationAs 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/I stand behind my account of this callI 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 As far as the reason for cancellation, it is not remembered, to be determined, or proven, with so much time passedI can only repeat that Security Travel does not make individual cancellations, unless instructed to do soTherefore, for Security Travel to honor any travel, for this cruise, it would be with a new cruise booking, with arranging individual travel for the passengersAs it had been stated, the cruise cost has increasedThe expense for transportation would also be more than the initial amount that had been priced, for motorcoach travelAs a business owner, of Security Travel Bureau, for over years, I strive to conduct my business affairs, myself, with integritySometimes, human fallacy does occurWhen those instances do occur, I, as a business owner do take accountabilityI 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 cruiseI apologize for the initial confusion, with conversations, in February Security Travel did lose an agent to stage brain, lung, and bone cancerUnfortunately, some trip travel affairs and details were, temporarily, affected, during the time of this lossAs this agency operates on a small, tight-knit, personal, level, it was a great lossWe 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] ***
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 letterAs [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 staffThis 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 years As a full – service Travel Agency, we are always servicing/handling/have numerous different types of trips booked, at any given point in timeThis includes multiple group travels, as wellSometimes, we do need to reference our file records to check informationThis cruise, as aforementioned, had been cancelled out completely, in December (view details explained in the initial response letter)Therefore, details did need to be refreshedTo 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 cruiseAfter 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 Therefore, it had not been the Agency’s oversight to inform the [redacted] s of the group cancellation in December of 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 AgencyWhen 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, 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 After verifying with [redacted] , the agents at Security Travel found that this cabin had been cancelled in August 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”“ IT 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.” As [redacted] had, upon the first conversation, on February, 09, (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 involvedAfter 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 That was four months before Security Travel had decided that we had no choice but to cancel our Group for this cruiseTherefore, it was realized that the Agency was not negligent for having not contacted the [redacted] s in December 2015, with Group cancellationAs 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 Deeper investigations, into this matter, found, that, [redacted] had overcharged the cabin, for the initial deposit amountGiven 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 passengersIt 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 groupIt 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 detailsIn 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 pricingWe provided this option to the booked passengers, in December, for this groupThose passengers declined this optionThe [redacted] cabin had been cancelled four months priorTherefore, they were not contacted, during this timeTo re-iterate, Security Travel Bureau is a Full – Service Travel Agency and local [redacted] There are times when the office gets busyWhen there are customers, in office, any acting Agent does have to help the in- office customer/s, before fielding phone callsThis is office policyAs 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] , [redacted] and myself, were all working together, on this, to figure out the involved detailsIt is becoming apparent that this case is reduced to a He & She said to a He (& She & She) said situationAs 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/I stand behind my account of this callI 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 As far as the reason for cancellation, it is not remembered, to be determined, or proven, with so much time passedI can only repeat that Security Travel does not make individual cancellations, unless instructed to do soTherefore, for Security Travel to honor any travel, for this cruise, it would be with a new cruise booking, with arranging individual travel for the passengersAs it had been stated, the cruise cost has increasedThe expense for transportation would also be more than the initial amount that had been priced, for motorcoach travelAs a business owner, of Security Travel Bureau, for over years, I strive to conduct my business affairs, myself, with integritySometimes, human fallacy does occurWhen those instances do occur, I, as a business owner do take accountabilityI 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 cruiseI apologize for the initial confusion, with conversations, in February Security Travel did lose an agent to stage brain, lung, and bone cancerUnfortunately, some trip travel affairs and details were, temporarily, affected, during the time of this lossAs this agency operates on a small, tight-knit, personal, level, it was a great lossWe 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] ***