Tenon Tours, LLC

Good Morning, In response to Ms*** ***'s filed complaint, Ms*** became a customer of Tenon Tours on January 17th, when she confirmed a tour package to Ireland by placing the required, non-refundable, deposit of $plus a $premium for Travel Insurance offered by
*** *** She accepted the Customer Agreement on the same day (January 17th, - See Attached) which states our cancellation policy, including the terms of the deposit being non-refundable, unless a claim is filed and approved through *** ***, which is independent of Tenon Tours On March 1st, 2017, Ms*** sent us a cancellation request in writing, due to having to care for her ill mother Because she purchased the travel insurance, we advised her to file a claim through *** *** in order to reclaim her deposit, as it was non-refundable (but transferable to another trip in the future) through Tenon Tours The last correspondence to her Account Manager, ***, was that she was going to attempt to file the claim through *** ***, as she felt the reason for cancellation is covered through the policy A non-refundable deposit to confirm a tour package is a standard requirement by tour operators and is clearly stated in our Customer Agreement We offered to transfer the initial deposit to a future trip, or to file a claim through *** ***, as she purchased the policy for protection against cancellation Therefore, there is no basis for her complaint. I have attached an agreed to copy of the Custom Agreement, as well as the correspondence between the customer and her Account Manager regarding the cancellation and this complaint Any questions, I can be reached directly at *** Thank you. *** ***President | Tenon Tours

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***