The Mark Travel Corporation

Thank you for contacting us regarding the complaint filed by Stephanie S [redacted] I am sorry that she is unhappy with our policies as they relate to Erica R**’s canceled reservation We are aware that MsR [redacted] did not travel because she could not get her passport and we denied her a refund because she canceled the night prior to travel within a fully non-refundable period However, she filed a credit card chargeback, claiming she had never been advised by her travel agent at the time of booking what the terms and conditions of the package were We fought with Visa multiple times over the loss of these funds because we are generally subject to penalties charged by airlines and hotels for last minute cancelations This issue finally went to arbitration We provided emails between MsS [redacted] and MsR [redacted] but Visa would not accept them as proof because they were not signed by MsR** As a result, Visa sided with the cardholder At this point we are out $in airfare cancelation fees and additional costs to fight the chargeback MsS [redacted] is MsR**’s travel agent and she was responsible for providing our Bill of Rights and going over the terms of the sale She could not give us anything showing that the customer had signed, agreeing those terms As such, we are holding her accountable for the $loss on the airline ticketsTravel agencies who use our booking system, VAX, agree to the Terms of Use which says they will be liable and indemnify us on all purchases made, including but not limited to credit card chargebacks Further the owner of Pixie Travel has an agreement she requires that all outside agents sign, including MsS [redacted] , stating they will be responsible for these issues Unfortunately, there is nothing further we can do and if MsS [redacted] has any additional questions regarding her obligation in this matter, she should contact the agency owner to review their agreement Sincerely, FUNJET VACATIONS Beth R [redacted] Customer Services Supervisor

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I will accept the refund but will not fully be satisfied until I see the refund in my accountWhat I don't understand is the agent said it was going to take 14-business days when the 1st refund was told to me at 7-business days and was shorterThis was done before I realized it was not the whole refundSo why So Long I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

I reject the because the company should not be booking flights and reservations so far apart from each and I feel that since it was a mistake and the first time I did this why should I be penalized for this fully when I ask for assistance 4-times to hope change the reservation before close to this time Also I will get on voice my concerns on social media about this situation Thus not getting a full refund is ridiculous I will never travel nor recommend Funjet to anyone It does not seem like they want happy customers just money

Thank you for your emails regarding Ms [redacted] ’s complaint about her canceled Puerto Vallarta reservation I apologize for my delay in replyingAllow me first to clarify that when Ms [redacted] made her family’s reservation on the Get Away Today website, Funjet Vacations was referenced in more than one place Once she chose Mexico as her destination, the website indicated that travel was provided by Funjet Vacations on the bottom of each page Prior to completing the booking, there was a Funjet Vacations’ Terms and Conditions She was required to click a radio button indicating that she read and agreed to those Terms in order to confirm the reservation I can also see that on April at 2:14pm, immediately after the reservation was completed, we sent an email confirmation to [redacted] @sbcglobal.net On April at 8:49am we sent a schedule change notification via email to the same address We received the first credit card chargeback on this reservation on April and it indicated that the cardholder had filed the claim on April We were not notified any time prior to April that there was a problem As a result of the cancelation we were initially charged $per ticket fee by Alaska Airlines so we disputed the chargeback and denied the [redacted] ’s refund We have since been credited by Alaska so I am crediting Ms [redacted] ’s MasterCard the amount of $ She should be able to see it on the account activity in 5-business daysThank you again for contacting us Please let me know if you have any questionsSincerely, FUNJET VACATIONS [redacted] Customer Services Supervisor

Please be advised that this complaint was resolved directly with Ms [redacted] by a supervisor in our Albuquerque office

Dear Ms [redacted] , Thank you for your email regarding the complaint filed by Ms*** I am sorry she is unhappy with our services I have reviewed Ms***’s information and the email she sent to the WeCare box While I can sympathize with her situation, she never advised us in her email that she did not have a phone Even after our agent [redacted] replied to her, asking her to call us, she did not mention it Had she responded to [redacted] about the phone, we would have assisted her We also noted that there are two different phone numbers on her reservation We recently called the mobile number which appears to be a working number that simply does not have the voicemail set up We have been billed a one night penalty by Hard Rock Hotel & Casino and the airfare is non-refundable The portion of the hotel that is refundable was already credited to the MasterCard account originally used for payment Ms [redacted] may reuse the value of the airfare, $849.03, directly with Southwest Airlines using air confirmation number 9T5UAE Travel must completed by June 30, Again, thank you for contacting us Please let me know if you have any questionsSincerely, SOUTHWEST AIRLINES VACATIONS Operated by The Mark Travel Corporation [redacted] Customer Services Supervisor

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I have spoke to Funjet vacations, the Mark corporation many timesI have been directed by this company back to Grand Palladium which is in another country, Jamaica and cannot get anyone involved to remedy what has occurredThis is yet another run around to prolong this matterIt has almost been a year since I have been discussing this matterI want a follow up call and this remedied with a full refund within days as just getting an answer from them that they "will let me know" once they have more information will not suffice at this pointI will follow up legally and with the Missouri and Wisconsin Attorney General's office if there has not been a refund by the 22nd of May, Funjet Reservation # 2M3270FJ [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Dear Mr [redacted] , Thank you for sending me Mr [redacted] ’s most recent correspondence I am sorry he is unhappy with my previous reply To clarify, Southwest Airlines agreed to transfer the funds back to us for use on a vacation package for Mrand Mrs [redacted] , not for [redacted] Because [redacted] wanted to use the credit and was not allowed to, we refunded the amount instead Being that the air credits are non-transferable and non-refundable, both [redacted] and [redacted] Vacations have accommodated the [redacted] family well beyond the policy set for these situations, so there is nothing further we can do to assist Sincerely, [redacted] VACATIONSOperated by The Mark Travel Corporation [redacted] / [redacted] Style Definitions */

Thank you for sharing Ms [redacted] ’s comments with us I am sorry she is unhappy with our servicesTo clarify first, only time and mileage is included with car rentals booked on our vacation packagesAll taxes and fees, and optional services, regardless of the car company used, are payable when the vehicle is picked up For the car Ms [redacted] reserved, we estimated the taxes and fees due to be $and that is all she would have been charged at the counter However, she chose to purchase the optional Collision Damage Waiver (CDW) for $per day, totaling $ With the addition of the CDW, her tax amount increased because all services purchased are taxed Her estimated total due was $ Ms [redacted] left with the car having signed a Rental Agreement for this amount She decided to return the car early, with no reason other than the additional cost which she agreed to the day prior Upon return, Alamo actually only charged her the approximate amount of the original taxes, giving her a courtesy credit for the day of CDW that was used Alamo does not refund unused car days and that information is in our Terms and Conditions I do not see any error on the part of Alamo or Southwest Vacations The increased cost of the car was solely related to Ms [redacted] ’s decision to purchase of the CDW; therefore, no refund is due Nonetheless, as an additional courtesy I will credit this Customer $for two days of the rental She will see the refund on her Visa in 5-business days Thank you again for contacting us Please let me know if you have any questionsSincerely, SOUTHWEST AIRLINES VACATIONS Operated by The Mark Travel Corporation [redacted] Customer Services Supervisor

Dear Ms [redacted] Thank you for your patience in waiting for our reply regarding the complaint filed by Ms [redacted] I am sorry she is unhappy with our servicesFor future reference, Groups Your Way is not a brand it is simply a booking option for groups traveling together This customer reserved a United Vacations package and was traveling with four other reservations so we tracked their reservations under a Groups Your Way code You can find United Vacations under The Mark Travel Corporation’s business review I have examined all the information we have on Ms [redacted] ’s reservation and initially found that she booked on our website and purchased the Premier Vacation Protection (PVP) If she had read the complete description of this coverage, she would have noted that we specify that the PVP does not cover costs incurred as a result of changes in room occupancy To clarify further, the per person price of a double is generally higher than the per person price of a triple As a result, when a reservation such as this one starts as three travelers and is reduced to two travelers, the two remaining will pay more per person for their hotel than each person would as a triple You cannot simply divide the original price by three and use that same per person price for double occupancy At the time Ms [redacted] called us to remove the third traveler, we advised her that we were having system problems and could not give a final total for the rebooked reservation so I know we did not quote her $ It took a number of days to get the reservation corrected before it had the final price of $ [redacted] Based on my research, no refund is due as the gross cost for two people is correct However, as a onetime courtesy I will refund 50% of the difference, totaling $ [redacted] , to the MasterCard account used for final payment Ms [redacted] should be able to verify the credit on her account activity in 5-business days.Thank you again for contacting usSincerely,UNITED VACATIONS

Thank you for forwarding Ms [redacted] ’s complaint to my attention I am sorry she remains unhappy with our decision However, as we have replied to her on multiple occasions and offered her a refund of 65% of her hotel stay, we do not feel it necessary to address this again We have advised Ms [redacted] that the $refund is our final offer Sincerely,UNITED VACATIONS [redacted]

Please see my reply on [redacted] Ms [redacted] was booked with MsJones who notified you that she was satisfied with my previous offer We are considering this matter resolved as the reply was related to both women The airline tickets were non-refundable from the moment these customers booked on our website and agreed to that policy The only option we are giving at this point is the offer in my response to MsJones's complaint.thank you,FUNJET VACATIONS [redacted]

It appears that Ms [redacted] has misunderstood something in my last reply I did not indicate that she could use the hotel room I stated that the cut off for the hotel penalty was July Had she advised us by email that she did not have a phone, we would have canceled the reservation based on the email, prior to July 2, and she would have received a full hotel refund However, because she did not advise us and she did not call prior to the July cutoff, she is subject to a one night hotel penalty As an added note, when Ms [redacted] booked on our website, we did have an advisory in red lettering with the hotel information that referred to the July deadline and the one night cancelation penalty Sincerely,SOUTHWEST AIRLINES VACATIONSOperated by The Mark Travel Corporation [redacted]

This was resolved directly with the customer by both Southwest Airlines Vacations and Southwest Airlines [redacted] Customer Services Supervisor

Thank you for contacting us regarding [redacted] 's canceled flight Prior to reading the complaint, a supervisor from our 24-Hour Traveler Assistance Center had already emailed this Customer to let him know that we were processing a full refund Within a few days of his flight being canceled we also received a credit card chargeback Because we had previously determined that a refund would be issued, we did not dispute the chargeback Mr [redacted] received his full refund on July 25.Please let me know if you have any questions.Sincerely,SOUTHWEST AIRLINES VACATIONSOperated by The [redacted] Travel Corporation [redacted] Customer Services Supervisor

The offering of dollars I don't think compensates the night mare at sea worldthe standing in the hot sun, backing the line upwaiting there for over an hourthe first day of the trip was wrecked because of thatthen going back to the hotel and them telling me by the way you owe more moneyI remember sitting there waiting on hold with this company foreverthe customer service is not good at all

Dear Mr [redacted] , This matter was resolved directly with our customer Thank you, FUNJET VACATIONS Beth R [redacted]

I don't plan on ever doing business with Fun Jet travel agency EVER Again! The credits they want to issue are worthless to usThe answer to all our questions that were stated in their response to my Revdex.com claim SHOULD gave been given to us when we booked our trip.councilIf my half of the refund is not issued I plan on seeking legal counsol

Revdex.com of Wisconsin Attn: [redacted] Re: ID [redacted] Dear Mr [redacted] , Thank you for contacting us regarding the complaint filed by Mrs*** I am sorry she is unhappy with our service Allow me to first clarify that Payment Card Industry compliance rules do not allow us to refund in any form other than the credit card originally used for payment If a customer pays their travel agent with a check and the agency pays us with their credit card, then we refund the agency and they in turn refund the customer In Mrs***’s case, we refunded [redacted] at the end of March Had she called Starship as soon as she realized that she had paid them by check, she would most likely have her refund already Unfortunately, she attempted to contact Mary M [redacted] who retired on April and would not have been here to receive the emails As we have already refunded in the only manner we can, we are unable to comply with Mrs***’s request for a refund by check or cash However, I called [redacted] yesterday and talked to Mrs***’s travel agent Len He advised me that he would look in this and contact her She is also more than welcome to call him Sincerely, FUNJET VACATIONS Beth R [redacted] / [redacted] Style Definitions */