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The Mark Travel Corporation

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Reviews The Mark Travel Corporation

The Mark Travel Corporation Reviews (265)

Review: My husband and I purchased a vacation package (including vacation insurance) through Southwest Vacations for travel to Punta Cana 8/23/14 - 8/27/14. The vacation was canceled on 8/22/14 due to poor weather conditions in the Caribbean. I was informed that we would receive a reimbursement for the hotel on the Am[redacted]n Express card I purchased the trip with, and receive SW flight credits for the unused airfare. I received the refund for the resort within 21 business days but still have not received a refund or "credits" for the 2 unused flights. I have called Southwest Vacations a total of 5 times in hopes to clearing this matter. I have a voicemail from the agent that was handling the claim, [redacted] (aka [redacted]) that was left on 2/18/2015 stating "Regarding your Air Tran credits, we did find the information for that and have submitted a refund request on your behalf. It does take 14 to 21 business days to process. That is taken care of. If you have any questions, you can give us a call, any agent can assist you".

I waited the full 21 business days and no refund or air credit has been issued. I called Southwest Vacations on 3/23/15 and was told by another agent that they did not "see" what I was talking about, but said that "[redacted]" was in the office and they would have her call me. The agent verified by phone # and we hung up. On 3/24/15, I called Southwest Vacations again and was put on hold for 6 minutes, was then transferred to [redacted]'s ([redacted]'s) voicemail. I left a voicemail that included my purpose for calling, cancelled reservation #, return telephone #, and informed her that I have still not received the refund as she communicated to me via voicemail on 2/18.Desired Settlement: Refund of the airfare costs

Business

Response:

Review: I would like immediate resolution of my customer service complaints. Nothing gets done on my repeated requests for resolution for customer service some issued dating back to 2012. Nothing but red tape and runaround for issues, some dating back from 2012 and its now 2014. Lack of concern and arrogance by [redacted] compounds the situation. His lack of professionalism and ethics is why I am making this complaint. No one has ever disputed my claims, they are true and go without resolve.

If Mark Travel handled their business appropriately, we would not have to call to get issues resolved. Their strategy is to ignore and frustrate for legitimate customer issues intentionally on the direction of the CEO.Desired Settlement: Immediate resolution for outstanding legitimate customer service issues.

Business

Response:

Revdex.com of Wisconsin

Review: Paid 1500.00 down on a trip and the hotel was sold and they are not trying refund me the depoist . I did not cancel the deal the hotel closed down. I should not be made tpay for this.Desired Settlement: Full refund

Business

Response:

Revdex.com of Wisconsin

Review: In May, 2015, we purchased an all inclusive vacation through this company and paid extra for the travel protection which includes a price match guarantee. The guarantee states that it covers the price of airfare and hotel. Nothing else is included. The original base price (airfare and hotel) we paid was 2263.15. In July the base price dropped to 2028.04. Our travel agent went back and forth with the company who came up with several reasons why they would not honor the price match, but finally on July 30, 2015 we received a refund of 131.11. The total refund should have been 235.11, so they still owe us 104.00. They are refusing to pay that amount. They say it is because "we did not include the airport transfers in our price match request". According to their own Price Match policy, they only match airfare and hotel (transfers are stated as 'free' on all documents we were given and are not included in the price match anyway). I have copies of their policy as well as all emails and screen shots of prices that were sent to them through our travel agent.Desired Settlement: We are only asking that the company honor their own price match policy and give us the full refund we are owed. The additional 104.00.

Business

Response:

Dear Mr. [redacted],Thank you for your email regarding the complaint filed by Ms. [redacted]. I am sorry she is unhappy with our service.Allow me to first explain that airline and hotel pricing can fluctuate daily so we know that a customer may find a lower price for their particular vacation package after they have already booked and paid. While we are more than willing to assist when this happens, we will be billed by our suppliers for the existing rate on the reservation so there are some procedures we have to follow. We offer two different options when it comes to price changes, the first being the Price Match Plus. With this program, we will consider a lower price being offered by one of our competitors for the identical package components. We allow this only for new bookings and we must be notified within 24-hours of the time the reservation is made. The second is our Best Price Guarantee, which is included when customers purchase our All-In-One Travel Protection. This allows a price match against our own rate, should we advertise the identical package for less. In this particular case, the [redacted]’s travel agent called us about a price match with [redacted] on July 2 but since the reservation had been booked since May 21, we declined the Apple rate. We did agree, however, to honor a reduction based on the Best Price Guarantee as our price had decreased for the same air and hotel base rate. It appears by Mrs. [redacted]’s complaint that she has incomplete information about her pricing. The original base rate for air and hotel was $2159.15 not $2263.15. To clarify here, transfers are not complimentary as Mrs. [redacted] indicates so what she does not realize is that price of $2263.15 included $52.00 per person in transfers costs. We agreed to honor a rate of $2028.04 for the air and hotel, a difference of $131.11 from the original air and hotel rate of $2159.15, which we refunded on July 29. I trust that this information addresses Mrs. [redacted]’s concerns but if you or she have additional questions, please let me know.Sincerely,FUNJET VACATIONS

Consumer

Response:

[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.]

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,

Review: I went to [redacted] to book a vacation package to [redacted]. I booked the reservations online and paid a down payment of 360.00. $200.00 of the 360.00 was for down payment other 160 for Travel Protection Plan. The first initial contact to customer service Aug 31,2015 I spoke with a young lady by the name of [redacted]. My original call was about 2 charges I seen on the credit card I used to book the vacation package. I asked [redacted] why there were 2 separate charges but only 1 charge reflecting my account. She advised me saying " That's a pending charge and it will fall off your account". She also stated that if the charge doesn't fall off to contact us back to look further into charge. We also discuss about if I cancel the vacation what happen and if the vacation package decreases from the time I booked until we leave. [redacted] advise me that I should call back and they would reduce price. A couple of weeks goes bye. I decided to check if the my same reservation reduce. My same exact flight time departing and arrival and hotel had reduce down $660.00. I originally paid 2100. The new booking was showing for 1500. When I called I spoke with [redacted] he advise me that he would have to talk to his manager which wasn't his manager more like a team leader name [redacted] said that if the flight reduces and not hotel they could not reduce price. [redacted] transfer me to [redacted] a "Team Leader" not a supervisor. I explain to [redacted] what the originally customer service rep advise me to call in and that the price would be reduce. [redacted] wasn't really putting herself in my shoes it was more so we cant do this and we cant do that. Stating that I would have to use my Travel Protection Plan to cxl the original reservation and rebook and pay for travel protection plan again. I wasn't canceling the reservation all I was asking for was a price reduction since price change. [redacted] didn't give an option it was like take it or leave it. [redacted] change my reservation gave me the same reservation number but charge me again for the travel protection plan at a discounted rate. The Travel protection Plan price is 79.99 per person. The discount rate she gave me was 39.99 per person. After talking to my wife I realize that I should have been honored what was told to me by original customer service rep [redacted]. I decide to call back and reach someone who could think outside the box and put themselves in my shoes she I spoke with Jacqueline and I explain my situation which you fully understood but advise me she would have to transfer for to a supervisor. I spoke with [redacted] which is a Team Leader not supervisor. I went over my situation again with her. Out of all the reps I spoke with [redacted] was the only one who took the time to explain to me the Travel Protection Plan and who it exactly works. I advised [redacted] even though she explaining to me now that's not what [redacted] advised me. [redacted] stated she would have to get her supervisor [redacted] which he is a supervisor. I spoke with [redacted] on a Friday. She advise me [redacted] would listen to the call because I requested for the call to be listen to. [redacted] calls me back Monday afternoon and advise me that [redacted] did explain Travel protection Plan to me. I advised [redacted] that's not true and that I request to listen to the call. She told me that she doesn't think that would be possible. I asked her if Mark travel Corporation can listen to call I should be able to listen to my call as well. I finally was able to talk to [redacted] he explain to me that he doesn't know how to send the call to me. I advise him the file can be converted into an audio wave and sent to me via email or a conference call could be made. [redacted] stated he would give me credit for 40. For all the inconvenience. I explain I wanted all the credit 159.98 plus 79.99. I refuse to believe that [redacted] explain to me Privacy Protection Plan to me. [redacted] sent me an email telling me his legal team said they could not allow me to listen to the call . I've worked in Customer Service before and when a customer request to listen to a call for billing purposes or a dispute that call is pulled and play for that customer. [redacted] advised me that he would reach out to me to let me know what could be done. a week goes by haven't heard from [redacted]. I sent an email no response until Wednesday. He tell me that he will credited back the 80.00 from Travel protection and there was nothing he could do. Very unprofessional. I had to seen an email asking for his manger and that I would report this issue to Revdex.com. The issue is still un resolved. It went from no credit to 40 to 80. At this point I am very displease with the services and the way I been treated.Desired Settlement: The outcome I'm looking for is a full refund for Travel Protection Plan and 50 percent off total flight booking. Due to the fact I've been patient . Follow ups haven't been made as honor. Getting the run around about listening to the call. The total charge I paid for travel protection 239.96. My payoff balance should be 1218.04. I would like 50 percent off that price as well.

Business

Response:

Re: ID [redacted] / [redacted] / Reservation [redacted] Dear Mr. [redacted],Thank you for your email regarding the complaint filed by Mr. [redacted]. I am sorry he is unhappy with our service.Allow me to first explain that hotel and air pricing can fluctuate

frequently so we know that a customer may find a lower price for their

particular vacation package after they have already made payment. We offer two different options when it comes

to price changes, the first being the Best Price Guarantee. With this program, we will consider a lower

price being offered by one of our competitors for the identical package

components. We allow this only for new

bookings and we must be notified the same day the reservation is made. The second is our Premier Vacation Protection

Price Guarantee, for those customers who choose to purchase the cancel waiver

and insurance combination. This allows a

price match against our own rate, should we advertise the identical package for

less. However, we do stipulate that the

price reduction must come from the hotel portion of the booking, not the

airfare. The reason we require this is

because for most hotels we offer, we have the option to do a modification

process until fairly close to the arrival date to remove and then reattach the

hotel to the booking, thus pulling through the lower rate. We cannot generally do that with

airfare. If we remove and reapply the

airfare, the airline will consider it a cancellation and will immediately charge

us either a cancellation fee or a re-ticketing fee. As such, if a customer wants us to reduce

their package price by matching an air rate, we consider the Premier Travel

Protection used and customers may then repurchase it at a reduced cost if they

want. In Mr. [redacted]’s case, we advised him when he called about a lower price

he found that we could not match the airfare and the only option, as indicated

above, was to use his Vacation Protection. We then reapplied the Vacation Protection to the reservation at the

reduced cost of $40.00 per person. He

called back insisting that he had never been told by a previous agent that we

require the reduced price to be on the hotel, not the airfare. The recording of that conversation was

reviewed by three members of management, including me, and we found that Mr.

[redacted] was advised twice that it had to be the hotel. I would also like to point out here that the

reservation in question was originally made on our website by Mrs.

[redacted]. When she added the Premier

Vacation Protection to the reservation, she had the opportunity to read the

information about the price guarantee. We do specify in the description that it must be the hotel price

that goes down. Despite no error having

been made by us and no credit due these customers, we agreed to adjust the

reservation, originally by $40.00 and then by $80.00. Mr. [redacted] was advised this by [redacted], a

call center Supervisor and also by our [redacted], who spoke with

Mr. [redacted] the morning of October 12, just prior to me receiving your

email. We adjusted the reservation on

October 16. With regards to our call recordings, those are considered proprietary

information and we do not share copies outside United Vacations/The Mark Travel

Corporation. Mr. [redacted] may have

worked at a company that chose to allow recordings to be distributed to customers

but that is not our policy.Again, the [redacted]s booked on our website and had access to the Premier

Vacation Protection description, with the price guarantee information. We also verbally advised them that the price guarantee

was related to the hotel. I am sorry

that this customer is not happy with our decision but we offered him a consideration

even when one was not due, so no further courtesies with regards to the rate will

be done. Sincerely,UNITED VACATIONS[redacted]

Review: On 4/18/15 my family of 4 traveled from Minneapolis to Cancun, Mexico with a final destination of Playa del Carmen (Grand Porto Real Resort). The cost of the trip through Funjet Vacations/The Mark Travel Corporation was over $7507.05 Upon arrival hotel accomodations were not the same as advertised (or paid for). During the course of our stay (we had to stay there, we were not financially capable to vacate the property in a a foreign country while traveling with two children) - several mishaps fell upon us including no hot water, our room flooding, etc. We were told from our travel agent at Simply Travel that we had to work with Lomas travel who in return just sent us back to our travel agent. My travel agent forwarded my complaint to Funjet Vacations/The Mark Travel Corporation on May 4th. We were told Jennifer at Mark Travel would be investigating and it would take a minimum of 30 days. We have asked for a full refund for our hotel accommodations, not including airfare. It has now been 60 days post complaint and still zero resolution. Several follow-up emails have been sent with no reply from Funjet Vacations/Mark Travel. The dates of these emails are as follows: 7/6/15 (2), 7/3/15, 7/1/15, 6/29/15, 6/26/15, 6/26/15, 6/18/15, 6/11/15, 6/9/15, 6/4/15, 5/29/15, 5/22/15, 5/14/15 (2), 5/8/15 (2), 5/4/15 (3)

I have never seen such poor business practices, standards or customer service in my entire life. I am requesting a full refund (minus approx. $2400.00 in airfare) for this trip. I have been diplomatic and extremely patient with zero willingness to help and the buck trying to be passed back and fourth with no communication. Copies of my emails can be provided for reference upon request.Desired Settlement: Full refund of trip for reservation (Funjet Reservation # W9K0E0E3) from April 18th 2015 - April 25th 2-15 (NOT INCLUDING AIRFARE) - The total for our trip was $7507.05. Approx. $2400.00 was airfare. Therefore, I'm requesting a refund of $5107.00.

Business

Response:

Revdex.com of WisconsinAttn: Mr. [redacted]Re: [redacted]Dear Mr. [redacted],Our specialist spoke with Mrs. [redacted]' travel agent on July 7, advising her of our resolution. We will be sending a release form to her agent next week, which is standard procedure for refunds over $200.00. Sincerely,FUNJET VACATIONSBeth R[redacted]Customer Services

Review: I booked a vacation with Southwest - Confirmation number [redacted] - it was $2650. approx for 2 airfare tickets, hotel and rental car. I left on March 12th, 2015 and upon arriving to the hotel it was just not what I expected - It was at Tampa Intercontinental, FL. It was more a meeting hotel and NOT a resort vacation spot. I was dissapointed and asked if I could cancel the rest of my 5 booked days and get a refund without a charge. I talked to [redacted] at Southwest vacations and she was grest. The hotel PROMISED they would credit my card back as soon as I checked out the very next day and that my card was only charged for one day approx $179.

I then asked [redacted] at Southwest Vacations if she could just switch my hotel to [redacted] in Orlando because I had been there before and knew it was a fabulous hotel. She could not do it - she said the hotel allows Southwest Vacations a group of rooms but that it was all taken. She told me I would have to call and do it myself. So I - out of my spending money I booked 2 days at [redacted] at approx $600.00 because I was told my money for the refund would be refunded ASAP when I checked out.

I had called southwest vacations EVERY DAY, soometimes 2-3 times a day during my vacation to explain my refund was still not in my account. [redacted] has been helpful and said that according to Tampa Intercontinetal hotel they refundined me approx $760 on my card - this is NOT accurate. I have recieved no money from Southwest vacations nor Tampa Intercontinental and my accout is now negative $200.

I talked to [redacted] yesterday and she was going to call accounting department at Southwest vacations and I still have not received a call back and no money. The figure is not correct at $760 - According to my calculations it should be more like $1100 refund. The airfare was approx $1100 and the car was approx $220 and if Tampa Intercontinental was only charging me $179 why am I only getting $760 ?? [redacted] said she would look into how they came up with that figure but I still have heard nothing.

Either way I am owed quite a bit of money and it was so frustrating to go through all this while on vacation - it shorted my spending money and now it has affected my account.Desired Settlement: I would like my approx $1100 back

[redacted] said the hotel explained they refunded on 3/13/15 and this is just not true. I paid SOUTHWEST VACATIONS online $2600 so I actually think the refund needs to come from southwest.

I dont get all this run around -

To many families this would have ruined their vacation if they were promised a quick refund and never received it. I was lucky that I had another credit card to use or I would have not had any money.

Business

Response:

Revdex.com of Wisconsin

Review: This is probably about to be a fruitless Revdex.com complaint, since a friend of mine is currently having to contest Southwest Vacations right now as well and the response from the lovely staff has been dancing contracts in his face rather than exercising good customer relations and retention by simply resolving the issue...but I'm gonna give it a shot anyway.

I made the glaring error of using Southwest Vacations to book my recently completed trip from Baltimore to Las Vegas. While, for the most part, the airline itself did a fine job of carting me around, Southwest Vacations proved that there is no worse company in customer service in the free world. On March 12, 2014 while I was in Vegas, I called Southwest Vacations to try and change my return flight. This is required because Southwest Vacations hasn't realized that it's 2014 yet and doesn't let you make such changes online through their website like every other travel agency ever.

I was placed on hold for 30 minutes. Southwest Vacations hasn't gotten with the program yet and installed PBX software that tells their clients where they are in the queue or how long it will be until a representative will be with them, so for 30 minutes I listened to over 100 recordings of how important my call was and how someone would be with me "shortly." When a woman finally did take my call, she said she did not have the authority to make any changes because I was already in Vegas, so I had to talk to the "[redacted]" department. What properly run corporation needs more than one department for modifying a reservation? It's not a difficult procedure and I've had [redacted] do it numerous times.

The rep transfers me to [redacted] and I'm placed on hold again, with no time estimate or queue position alert. Over one hour passes. One hour. Sixty minutes, if you will. Absolutely unacceptable and ridiculous especially when you don't have the mindless courtesy to tell me how long until someone will be with me. What blatant disregard for my issue. After this hour, I hung up and then when I had my return flight, I had to take the one I didn't want because Southwest Vacations exercised such gross carelessness in trying to help me efficiently that I wasn't able to get a better flight out.Desired Settlement: I expect airline credit and/or a refund for my flight if Southwest Vacations/Mark Travel expect to retain a customer at all. I like Southwest Airlines and the packages are a good deal, but if I can't get a compensatory apology from Mark Travel for their behavior in this matter as well as an explanation as why they have not yet gotten with the times, then I will avoid their agency going forward including their other brands and affiliations with [redacted]. I will forgo the package discounts and book separately if I must, because I only do business with companies that have ethics and care for their customers. I am a reasonable person and if Mark Travel can realize they made a huge mistake in their handling of this matter, I will give them a second chance. But if they behave anyway like they have with my friend who has had to deal with them, then they can chalk me up to another customer that will no longer use them.

Business

Response:

Revdex.com of Wisconsin

NEVER NEVER NEVER would I have anything to do with this company again. I signed up for a Southwest Vacation package, not knowing it would be a third party travel agency, namely the Mark Travel Company. It included air fare (not able to pre check in) so I got the last seat near the restrooms; also included hotel stay and car rental for 14 days. After prepaying almost $2,500 for the package, I still have not received satisfaction from the hotel for their additional charges of $1500. The car rental company charged me nearly $900 for a 13 day rental. I am still in the process of disputing these charges with no satisfaction at all at this point. The credit from the Mark Travel agency was declined when the hotel inquired. This is a costly mistake on my part but there was no warning at all that things would turn out this way. [redacted]

Review: Purchased a vacation package in March 2015 for a vacation in Punta Cana from May 11 - 15, 2015. Travel Agent told me the Riu Bandu was like a 5 star hotel. When we arrived we were disappointed with the sanitary conditions of the hotel. Cigarette ashes on floor in dining area, spider webs in room and lobby, small bath tub, People were drinking in the pool and talking very loudly. We requested crib and received a crib with two broken rails (unsafe). We complained to hotel management and with Southwest Airlines Vacation customer service. We were kept on hold while SW Airlines Vacations contacted hotel management and we canceled our reservation. We left the hotel and moved to a different hotel. SW Airlines could not accommodate us with a suitable hotel in Punta Cana. We requested a refund for lodging and all-inclusive fees for [redacted] and [redacted]. Ref. # [redacted]. Southwest Airlines denied our request for a refund stating the hotel did not have a record of our complaint. I cannot accept that explanation because I personally spoke with hotel management and so did the Southwest Customer representative. I regret that I did not have them give me a document but they stated that I did not need one.Desired Settlement: Refund,of Hotel fees and all-inclusive meal plans for($800) for [redacted] and [redacted] from May 11 - May 15, 2015. Sincere apology from Southwest Airlines Vacation.

Business

Response:

This matter was resolved directly with Ms. [redacted]. On August 11 she and her traveling companion returned a signed release form agreeing to a three night refund, which was credited to their credit card on August 13. Sincerely,SOUTHWEST AIRLINES VACATIONSOperated by The Mark Travel Corporation[redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me.

Regards,

Review: I booked a vacation to Maui Hawaii with United Vacations and paid $100 deposit on June 4, 2014. Final payment of the balance of $2,260.00. was not due until July 31, 2014. (United Vacations Payment Reminder - [redacted]. Thank you for booking your vacation with United Vacations.Your final payment for your reservation is due on Thursday, July 31, 2014.Please use the link provided below to directly access the Apply Payment section for your reservation.If your reservation is already paid in full, thank you.If you have any questions or would like assistance in this process, please contact Customer Care at ###-###-####.) They went ahead and took final payment before it was due on June 28, 2014.I had to cancel on July 18, 2014 which I had to pay $50 per person to cancel the trip. They then told me that it would take 21 business days to get a credit to my credit card! Today is the 21st business day and I have called them 4 separate times to check on the status my refund and have them note my dissatisfaction with the way they treated the whole situation. I still do not have my credit on my card today. This is outrageous how they can hold your funds for so long!Desired Settlement: I want my Chase credit card refunded immediately and want to warn other consumers of their antics so they do not use them for booking vacations.

Business

Response:

Revdex.com of Wisconsin

Review: The resort was nothing as advertised through FunJet. The room flooded because of giant holes in the thatch roof. FunJet was contacted, refused service

We had been having issues with the [redacted]. from the day we checked in. Our booked dates were 07/01/2013 through 07/05/2013. On the first day, roaches were every where and there was no running hot water. The rooms were disgusting and smelled of sewer. Maintenance fixed the hot water but on the second day, the hot water again did not work. On the third day, we woke up to our bed soaked in rain water and a flood in our room due to a torrential downpour and holes in the thatch roof. Videos and pictures were taken of the room. The only area we wouldn't get drenched in the room was in the bathroom. By then, we wanted to just go home. We had spent more time in the lobby trying to get maintanence to come to our room or fighting with the people at the resort than we had spent at the beach. We contacted the FunJet representative on the resort and he stated he could do nothing. We demanded to be put into contact with FunJet in the states over the phone and we made contact on 07/03/2013 with a sales rep named [redacted]. This was one of the worst customer service experiences of my life. She was extremely rude and originally refused to get her manager when we asked to speak with someone higher up. Once the manager did come on the phone, she too had the biggest attitude and was extremely rude to us once we voiced our problem. The resort manager authorized a refund of our nights there in writing and the rest of the nights/airline refund would have to be taken up with FunJet. The FunJet manager refused to refund us our money saying that this was not FunJet's problem. We checked out early of the resort on 07/04/2013 and returned back home. I had to save up a long time for this vacation and with school and work, I only had these dates to go on a vacation. Instead of a stress free time I paid $1,869.71 for, I instead get emotional distress and a ruined vacation. These were situations out of our control. It is not like we returned home early because we missed it. We went home early because of the poor conditions of our resort. This was the worst vacation I have ever been on. I will never travel with FunJet ever again and I will never stay in an Occidental Allegro resort ever again.Desired Settlement: I am looking for a complete refund of my money. FunJet's refusal of a refund is proof of their lack of concern for customer satisfaction. The resort was not worth the money we spent and we essentially wasted almost $2,000 on a trip that was a terrible experience.

Business

Response:

Revdex.com of Wisconsin

Review: On 2/17/14 I purchased a Las Vegas vacation for Mr. [redacted], a friend of mine who has a terminal illness, for 1408.03. On March 26, 2014 he was taken to the airport, where he was denied boarding on Southwest Airline flight 2704 because of his oxygen tank. On April 1, 2014, I began calling Southwest Vacations (Mark Travel) to obtain a refund, but have gotten nothing but a round around since. They put you on hold while they transfer you and no one ever comes on the line. Today, prior to being transferred, I spoke to a customer service representative to whom I explained what happens when I am transferred, asking her not to transfer me. She told me if I wanted to get this problem resolved, she could either transfer me or end our conversation. I was transferred and was on hold for 33 minutes before hanging up. Doing this time, a voice tells you they will more than two minutes and how they realize how valuable your time is, so if you wish to leave a voicemail, press one. When you press one, you aren't transferred to voicemail, but the same message repeats itself. It's as if they are attempting to wear me down and not pursue the refund I was told they were working on.Desired Settlement: $ 1408.03 refund to my credit card.

Business

Response:

Revdex.com of Wisconsin

Review: I purchased my Wedding/ Vacation package with FunJet. We spent over $6300 paid in full 60 day prior to the date we were leaving, which was 06/30. We were flying out of SFO. Our plane was leaving at 6:45am. I arrived at 5:15 am and proceeded to the check in line to get my boarding pass. At this time I was informed that I did not have a valid ticket. I was told that it was transferred an sold to another person!!! At this point I called my travel agent, the person who booked this vacation for me. She said she had no idea how this could have happened and proceeded to try to contact some one to resolve this so that I could get on the plan with my family.

I was forced to have to purchase another ticket in order to get to Mexico. There was only one seat left and this was just one way and first class. This ticket cost me $902!!! I was in tears because this is all the money my fiancé and I had for or wedding/ honeymoon.

I have still yet to hear from this company and I still do not have my refund.Desired Settlement: I would like a full refund of $902

Consumer

Response:

I would like a full refund of $902

Business

Response:

Dear Mr. [redacted],

This matter was resolved directly with our customer.

Thank you,

FUNJET VACATIONS

Beth R[redacted]

Review: I purchased a vacation package for flight and car through Southwest Vacations and was charged $1272.89. When I arrived in Tampa, FL on May 15, 2014 and tried to pick up my rental car I was unable to do so. I called Southwest immediately and had to wait on hold for a long time and was passed around to several different people and departments before getting ahold of someone who would take my call about my situation. I was first told that they'd have to cancel my reservation and redo it with just airfare but I explained that I was already at my destination in Florida and needed a refund of my rental car as I was not able to pick it up. I was told that a request would be sent to [redacted] to verify that I did not pick up the car and they'd have to wait until after my vacation ended on May 20th to get the verification and have my refund issued to me. I have made numerous phone calls to Southwest Vacations to check the status of my refund and have been given the run around and been lied to repeatedly about what is going on. I have not been able to talk with the accounting department or a supervisor about this matter. I was told on May 30th by the representative that she talked to the original customer service rep who took my call on May 15th and verified that [redacted] was contacted on May 15th and a response had been received back from them and sent down to accounting on May 18th to be processed. The representative put me on hold to try to contact accounting and after a very long hold she came back on the line to say she couldn't get a hold of accounting but would send an expedited request to them to see if they would process my request sooner. She also told me she would keep checking on my account every few days and email me with updates that she never did. I called again today, June 4th and was put on hold for very long times. I was told by this representative that they just received the email response from [redacted] yesterday June 3rd when I was previously told the response had been received on May 18th. I was told that the accounting department has to post to their account and then it'll be another 3-5 business days until I see the refund to my account. I have been waiting for 3 weeks and been given numerous stories about the status of my account and find that their customer service is unprofessional and doesn't handle things in the manner that they need to. I spoke to rude representatives and representatives that have told me lies. This is not a way to run a business or to treat customers.Desired Settlement: I looked at my past travel on Southwest website and it broke down my airfare to show me that my ticket cost $216.00 and there were 4 tickets purchased. I am expecting a refund for the difference of the airfare $216.00/ticket times 4 tickets= $864.00 and I paid $1272.89 for my package. I am expecting this refund immediately into my account and would like compensation for the frustration and stress from having to deal with the unprofessionalism and lies told by the customer service representatives. Southwest Vacations also need to update their policies of verification because I was able to get verification from [redacted] immediately when I called that I didn't pick up the rental car and they could have sent over a fax to verify as well but Southwest Vacations instead supposedly waited 3 weeks for an email confirmation rather than getting a confirmation faxed to them to expedite the process. I would like this matter resolved immediately and the funds deposited into my account right away as I have waited for 3 weeks for the refund and been given the runaround by Southwest Vacations.

Business

Response:

Revdex.com of Wisconsin

Review: I purchased a flight and hotel vacation package from www.funjet.com on 3/1/11. I also purchased their "Complete Coverage" insurance. It was described as insurance in the event of cancellation or a price guarantee if the price went down then the difference would be refunded to me. I paid $2972.40, plus $219.98 for insurance for a total of $3192.38 by credit card.

After rechecking the website, the price of the vacation went down. I called on 3/8/11 but was told that I would only get a price difference refund if the hotel portion of our trip went down. There is no way to determine from the website interface what exactly changed the price.

Upon reading the "Bill of rights" of their policies, I read that their price guarantee included both air and hotel price difference refunds. It reads as follows:

"Complete Coverage" also includes a Price Guarantee which entitles the traveler to receive the lowest advertised price should the price decrease after purchase. If the price decreases, the traveler or travel agent must contact Funjet at ###-###-#### to adjust the price to the lower, qualifying rate. The Price Guarantee applies for both the air and hotel portion of any charter or value flight air/hotel package.""

I called again on 3/9/11 and their representative explained that I was not eligible for the refund because the flight I purchased was neither a charter or value flight. I explained that this seemed to be a hairsplitting legal way to get out of an agreement. Nowhere in the process of my purchase was a distinction made about what type of flight I purchased. The customer service rep, [redacted], directed me to the flight section of the buying process and explained that it said "published fare". This was supposed to explain the difference between charter flights and whatever I eventually purchased. I still don't know the exact name and definition of what kind of flight I purchased. It seemed to be just enough to not cover my request under the price guarantee policy.

I then expressed displeasure at being sold a service that seemed to misrepresent what they actually offered. I bought the insurance with the intent of using it to continue price comparisons and to get a better deal. The insurance did not provide the service I purchased it for. They were using a technicality, a poor one at that, to justify not honoring the policy.

I asked for a complete refund: air, hotel, and insurance. They refused saying they would refund air and hotel, but would keep the insurance.

I feel this company has misrepresented their insurance coverage so that it does not provide the service as advertised.Desired Settlement: I would have been satisfied with being given the difference in advertised prices, but they refused. I then tried to get a full refund, but they refused.

I am seeking the full refund of $3192.38, the $2972.40 for flight and hotel, and the $219.98 insurance policy.

I have not other recourse but to file a complaint here.

Business

Response:

Revdex.com of [redacted]

Attn: Mr. [redacted]

Dear Mr. [redacted],

Thank you for your email regarding the complaint filed by Mr. [redacted]. I am sorry to learn that he is unhappy with our policies. We want every customer to have a quality vacation experience from start to finish and I regret that was not his impression.

Allow me to explain that like most companies, we do not automatically honor a lower rate a customer finds on our website after they have already booked. Each business determines their own procedure with relation to this question and ours is through the purchase of either our Complete Coverage or Penalty Waiver. These two coverage options permit the customer to cancel their vacation prior to the outbound flight time and avoid most, if not all of the penalties associated with canceled vacations. Along with that coverage comes a Price Guarantee which provides an adjustment in price if the rate for the identical features go down. However, the Price Guarantee for schedule air bookings and charter/value bookings are different. For charter/value reservations we allow a lower price for both the air and hotel portions of the package. For schedule air reservations or hotel-only reservations, just the hotel is eligible for the Price Guarantee. In Mr. [redacted]'s case, he purchased schedule air so this rule applies to his booking.

When a pricing search is initially requested on our website, the temporary pop-up includes a banner announcing the Complete Coverage Travel Protection Plan. By clicking on that banner, descriptions are available for not only the Complete Coverage but also for the Penalty Waiver, Ski protection, and Europe & Asia protection. In the Complete Coverage information it specifies that the Price Guarantee applies to only the hotel portion of scheduled air bookings and goes on to clarify what both charter/value flights are and what scheduled air is (see below).

** Charter/Value Flight Vacations: The following are considered charter/value flights: AeroMexico Airlines, AirTran Airways, Frontier Airlines, Mexicana Airlines, Sun Country Airlines and USA3000 Airlines in the designated classes of service of F, L, C, Z or Y.

[redacted] Scheduled Air Vacations: include all published and bulk airfares in classes of services not listed under Charter/Value Flight Vacations (flights are designated as published air or bulk air in the electronic booking tool).

This same information is available by clicking the Complete Coverage link on the Review Package Details screen further in to the booking process and it is in our Bill of Rights which is presented on a scrolling screen on the bottom of the Billing Information page.

Mr. [redacted] indicates in his complaint that no distinction was made during booking as to the type of flight he purchased thus he would not know whether he had scheduled or charter/value flights. Unfortunately, he is incorrect. After he chose his hotel and the screen moved on to the airfare, had he clicked on any one of the four flight numbers included in his outbound or return transportation, he would have noted a reference to it being a published fare. I do not know if he chose to look at other airfare options, but had he done so, he would have seen on the availability screen that each different flight specifies whether it is bulk or published. In addition, when he reached the Review Package Details screen, his flight would have been referred to as ''published fare coach'' right in the flight itinerary. He could have simply clicked on the words ''published fare'' if he wished to see a description of what published means. On the Billing Information page, he had the option to review all the details of his booking again that would have also indicated that his airfare is published.

Should the cost of the hotel portion of Mr. [redacted]'s reservation go down sometime before he travels, he may still take advantage of the Price Guarantee but we will not be honoring it for the previous or future requests related to the airfare. We will also not be refunding the cost of the Complete Coverage if this customer decides to cancel. We have sufficient information available on our website as to the policies of the Price Guarantee and how to identify the type of airfare booked.

Thank you again for contacting us. Please let me know if you have any questions.

Sincerely,

FUNJET VACATIONS

Review: Mark Travel, dba United Vacations sold me a package to [redacted] confirmation #[redacted]. This hotel was due to open on November 23rd, then on December 10th, and finally opened on December 20th to MAJOR ISSUE. This vacation was wholly prepaid including $299 vacation insurance and a $500 flight credit from United Airlines which was used to reduce the airfare of this vacation.

After numbers calls to various supervisors, letting them know that there were major issues with this hotel, including no club floor, five hour check in times, rooms in all categories weren't complete, no air conditioning, ants and rat issues, they kept telling my that their "buyers" told them the hotel was 100% functional and operating- which wasn't true at all, of which I documented to them on the [redacted]'s Facebook page, a thread on [redacted], and the posting on [redacted], all from people at the hotel experiencing these issues. All I kept getting told was the hotel was open and fully functional. This trip was for over $1000 per day, and I was getting the runaround from Mark Travel/United Vacations. On December 26th, three days before I was to leave, I cancelled the vacation for the reasons above. Since they weren't delivering what they sold me, there was a simple solution, just refund all I paid to them. After a seven hour wait, their supervisor called me to tell me that I would get my refund with 21 days, less the "vacation insurance" and my $500 United travel certificate. I could see if I canceled my vacation for another reason other than the hotel wasn't as described, but frankly it wasn't. Mark Travel/United vacations could care less- all they wanted to do was keep my money.Desired Settlement: I would like the travel insurance and the United Certificate refunded. I also would like my payment for the trip refunded immediately, not in 21 days. That's just too long a time for me to wait.

Business

Response:

Revdex.com of Wisconsin

Review: I booked a vacation through [redacted] with an agent named [redacted] 770-674-8362. We travelled from Philadelphia to [redacted] GA. This was a gift for my husband's **th birthday. I was charged a total of $1972.72 for the hotel, car, and tours, and that was processed back on January 27, 2014. In this case, [redacted] hired Funjet Vacations so all the charges were paid to FunJet. I'd prefer to file the claim with [redacted] becasue they should be following up on this and completely dropped the ball. The charges included three tours (again, paid in January 2014). .

The Civil War Tour was $19.98 x 2 = $39.96

The Historic [redacted] Tour was $17.98 x 2 = $35.96

The Martini Tour was $43.29 x 2 = $86.58

Total for tours: $162.50

The first tour we were scheduled was for the martini Tour $43,.29 x 2 = $86.58. We had our vouchers printed out and went to the address specified and no one was there - the visitors center was closed. We got there at 15 minutes early as requested, asked security if they knew where the tour was and no one knew anything. I immediately called the FunJet number and was furious because we really wanted to do this tour. There are many records of conversations with Funjet complaining that they changed the location (or gave us the wrong location) and requesting 100% refund. They told me no because it wasn't 24 hours in advance. How could I have known that they gave me the wrong address before I went to the wrong location and missed my $86.58 tour?

The remainder of the $1972.74 would be for the package of hotel + flights + car and whatever their service fees would be: $1972.74 - $162.50 = $1810.24Desired Settlement: I demand a complete refund of $86.58 for services we didn't receive (due to the incompetence of FunJet Vacations providing the wrong location of the tour) and paid for in January 2014.

Business

Response:

Revdex.com of Wisconsin

Review: On January 16th my husband and I traveled to Cozumel on Funjet with our brother & sister-in-law. This was our first experience traveling with Funjet and we are not sure that we would ever again! We were very disappointed in the confusing nature of the Funjet website in regard to its information about luggage fees. I also have concerns about two significant travel delays (not weather related) flying to Mexico and returning home and the situation that awaited us upon landing in Milwaukee with no grounds crew so we were required to remain on the tarmac waiting for the situation to be resolved, but I feel that I need to address one concern at a time. I have addressed all of these concerns in an email I sent to Funjet (Mark Travel Corporation) upon returning home.

When we booked our vacation we were given information and sent a confirmation. It states that we were given a "$200 instant credit (price included with flight), identification required for travel (price included with hotel) and pre-pay baggage fees (price included with flight)". I believed the information and believed my baggage fees to be included. When calling Funjet asking about the size requirements for luggage and requirements for bringing my husband’s C-PAP breathing machine with us, we were directed to the Sunwing website. On this website it again said that "one bag is free per passenger" and gave us the dimensions and weight requirements. When we arrived at the airport in Milwaukee we were told by two Funjet agents that we were required to pay $100 to travel with our luggage. I told them that we had the fees included and showed them our documentation, but they told us that it was not listed as paid and we were required to pay on the spot or travel without our luggage. We were not given any other options. We were told that this is a new Funjet policy effective in January. We strongly believe that when our confirmation says “pre-pay baggage fees (price included with flight)” means there is NO additional baggage fees. When I received my confirmation email it listed all the basic information and under luggage it asked "Have you prepaid your luggage fees? If not..." I believed I had paid for the luggage fees because of the information that I had been given.

My sister-in-law was told by a customer services representative that she had purchased All-in-One travel protection but also needed to pay for luggage fees. This was incorrect information! Luggage fees are included in the All-in-One travel protection. The inaccurate information the customer service representative gave us added to our confusion and frustration. My husband and I have emailed the company, talked with a customer services agent and our concerns were forwarded to the consumer services supervisor. I was told that Funjet would not change the confusing/deceptive information it provides on its website but they believed that I had a fair concern and they would refund me half of the luggage fees we paid. The website is inaccurate and details of luggage fees is confusing and misleading to consumers. I want the website corrected and all of my luggage fees refunded, not half.Desired Settlement: 1. Change website to accurately and clearly explain luggage charges by A) replacing "price included with flight" or "selected Add-ons: 1 Item Included" to information that states payment for luggage is mandatory with price listed and B) this conflicting information that luggage fees are not included located with the initial invoice, not on the bottom of the last page, listed under "activities". This would end confusing and misleading consumer information on their website.

2. Educate staff that luggage fees are included in trip insurance.

3. Refund all of my luggage fees. Apologize for the stress and time it has taken to address this unfair advertising practice with regard to luggage fees.

Business

Response:

Please see reply below that we sent directly to Mrs. [redacted]:Dear Mrs. [redacted], Thank you for your email. I am sorry you are unhappy with our website and our reply to your inquiry. Allow me to first clarify that during the booking process for charter/value flights on our website, there is a link that says “Pre-Pay Baggage Fees and Save”. By clicking that link the consumer will find an explanation that bag fees apply and how to pre-pay those fees in order to save money. The instructions say “Baggage fees will be collected at check-in on the day of your departing flight. If you pre-pay your baggage fee in advance you can save $5 per bag ($10 round-trip). Just add the ‘Baggage Fee – Departing Flight' and/or ‘Baggage Fee – Returning Flight' from our optional features/add-ons menu at the time of booking. You can also call your travel agent or Funjet Vacations at least 4 days in advance of your departing flight to pre-pay your baggage fees”. From there a customer can click on the “Change Add-Ons” button and they will see a departing flight and a returning flight bag payment option. You did not add either of the options for baggage to your reservation.With regards to the verbiage on the finalized reservation and the Travel Itinerary, we understand that the line under “Pre-Pay Baggage Fees and Save” can cause some confusion. However, based on the instructions we gave while you were booking, you should have known that you did not pay for bags. I would also respectfully point out that the same “1 Item Included” statement is under the “Identification Required for Travel” link on the reservation. We obviously do not provide identification, in this case passports, so I am unclear why you understood that was not included despite it saying “1 Item Included” but you did not question how that statement applied to the baggage. As a courtesy, we agreed to refund 50% of your baggage fees. We feel we provided sufficient explanation during the booking process for you to understand how to pre-pay your bags if that is what you wanted to do. Therefore, we must decline your request for reimbursement of your remaining baggage costs. Sincerely, FUNJET VACATIONS [redacted] Customer Services Supervisor Cc: Revdex.com of Wisconsin

Consumer

Response:

Review: Mark Travel aka Funjet Vacations authorized a refund on a cancelled vacation from March 2014 - the hotel we were to visit in Mexico authorized a refund to be made through Mark Travel. Mary M[redacted] at Mark Travel contracted me with the refund information. She told me that payment had been made by credit card and the refund could only be made to the same credit card even though I no longer had the card. After being unable to convince her to refund to a different card, I went back to look at my records as I wanted to be sure that I had actually paid by credit card (to this point I had trusted her information) - we did not pay by credit card as it turned out. And, our payment, by check, was made to [redacted], which was the travel agency we made our reservation through. As soon as I discovered the payment was not made by credit card, I emailed Mary M[redacted] (about 3 weeks ago). I have emailed her a dozen times and sent her a fax but she will not respond to me. I told her in my emails that I knew that it might take her some time to straighten out the situation and figure out how to get me my refund, but she would not even acknowledge any of my emails. The $1500.00 refund was sent to the credit card she claims I used and I never received any refund on any of my credit cards. I am upset that she has cut off contact with me and I need to find out how to get my refund. Any help you can give would be greatly appreciated. Thank you.Desired Settlement: A refund in the form of check or cash of the approximately $1500.00 owed to us.

Business

Response:

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Description: Travel Agencies & Bureaus, Airlines - Ticket Agencies, Tour Operators (NAICS: 561520)

Address: 1700 Yanks Ct., Milwaukee, Wisconsin, United States, 45458

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