The Mark Travel Corporation

Review: Southwest Vacations Reservation #[redacted] Let me start off by saying that I've had the worst booking experience with Southwest Vacations. I initially booked my package on March 17, 2014 to the Grand Palladium Resort online. Prior to booking I spoke with the agent that answered some questions I had about different resorts and also cancellations. I was advised that I would be able to cancel hotel up to 2 days prior and also the flights but I can use the flights up to 1 year with Southwest. A few days later I looked at some reviews for the resort I booked and it said a couple had been robbed. The review was a recent published one so I decided this wasn't the resort for me. I called on Sunday 3/23/14 and spoke with a representative that said if I cancelled my flights it can be used with Airtran not Southwest and I advised her that's not what I was told prior to booking my package. I asked to speak with a manager and I was able to speak with [redacted] she said she would be able to change me to another resort. While at work on Monday 3/24/14 I came across the Iberostar Grand Rose Hall the package was about 1,987 dollars. I called her when I got off to book it. She said she switch me over to the Iberostar. I checked my E-Documents on 3/27 to forward to my boyfriend and noticed she booked me at a total different resort than what I looked at when I was at work on Monday. I saw the name of the resort was a little different I googled it to look at the pictures and the room was not like the one I saw when I looked at work. I called on 3/27/14 I was on the phone for 3 hours dealing with this and no one has done anything. You all don't seem to care or value customers time. I finally spoke with [redacted] in Customer Support and she said she booked me at the right hotel. The hotel has gone up 600 plus dollars since and they are saying I knew which hotel I was going to. She didn't advise that there were different parts to this resort to make sure she booked me correctly. I’m not responsible for a representative’s errors. I’m the customer and these things should have made clear when booking over the phone.

This experience has made me want to no longer spend my money and request a total refund if I don't stay where I asked to be switch to. I've never gone through this booking anywhere else for vacation. It’s frustrating and stressful. I definitely expected a lot from Southwest Vacations and Mark Travel. I'm totally upset and if I had never looked at my documents I would have gotten all the way to Jamaica and been in the wrong resort and unhappy for 4 days and wasted money. This has been a bad booking experience and I'm not going to pay for something that I didn't ask for.

Lastly, I called back on to put in my special room accommodations like I did before with the other resort Grand Palladium because a representative prior to booking my package advise me that it was a good idea. So I decided to do the same with this resort just in case. One representative put it in but I called back the same night on 3/24/2014 because I didn't see a change on my itinerary like I saw on the room request from my previous resort documents and the representative by the name of [redacted] was very rude to me and said "the room requests are never on there I've been working here for 7 years and I don't appreciate you telling me how to do my job." I was appalled by the way I was being spoken to as if I was not a customer. I immediately asked to speak to a manager she left me on hold for 30 minutes. I told the manager how I was treated and talked to as if I was a 2 year old and as if I was lying about what my reservation said originally. It didn't sound like the manager was going to do anything to reprimand her but I hope someone will because no one she speak to a customer that way therefore you shouldn't work in a customer service environment I know because I have worked in customer service before. Something needs to be done about this matter. Please have refund department give me a call regarding this matter at to fix this or I’m demanding a FULL refund of flights and hotel because I will not going to spend my money for this mistreatment and book a vacation with this company or any other entity again. I also contacted Southwest customer relations on 3/27/14 and she notated my concerns under my rewards number [redacted].

Thank youDesired Settlement: If I cannot be compensated for how I was treated, incorrectly booked and put in the correct resort Iberostar Grand or at least swicth to a Standard Suite that I should have been booked to on 3/24/13. I demand a full refund of 1,749.11. Thank you

Business

Response:

Revdex.com of Wisconsin

Review: A reservation was made by Mark Travel, for Southwest Vacations, for nine people with four separate reservation numbers, (three people in my party) for a trip to Jamaica, totaling $3282.69 (for my party), this airfare inclusive. The reservation was initiated on 5/19/2015, with a deadline for everyone to pay the deposit, which was the full airfare $503, within 24 hours. I called in 1st and decided to pay for my trip in full, $1094.23. It was expressed to the agent at Mark Travel that my trip was being paid in full. The second party in my reservation called in and paid her airfare only that same evening. The third party to the reservation never called.

When the airfare was purchased, my full payment was used to purchase airfare for the party that never called in to confirm. I did not authorize payment for this person's airfare and I am now required to pay additional monies for the reservation to be complete. When asking the representative to cancel the party that never called in, I was told that she would be cancelled but that she would receive a credit (off of my money) to fly and that I and the other party on the reservation, would still have to pay an additional $286 each for a trip that I had already paid in full.

It was stated that this was the policy of Mark Travel, however that policy was not conveyed when paying the trip in full, or I would have just paid the deposit. It was stated and placed in the notes that my trip was paid in full.Desired Settlement: I would like to be refunded the monies I paid for the entire trip, or an adjustment to be made that my trip is paid in full and removal of the party from the entire reservation with no penalty to myself ro the second party of my reservation.

Surely an adjustment can be made. This trip is not scheduled to happen until November 27, 2015. This is an administrative decision and Mark Travel should take responsibility for the lack of communication conveyed by their representatives.

Business

Response:

Review: My reservation number is [redacted]. My flight was cancelled due to weather. I called immediately to get on the next available flight. I was bounced back and forth between flights and vacations departments for hours and as the customer service rep was finally making progress for me to catch the next flight in the morning he said he was going to place me on hold but disconnected me instead. When I called back and sat on hold for another hour the lady whom answered interrupted me as I was speaking and transferred me back over to flights who then told me I had to call vacations again. When I called back and explained my situation with the lady who answered she raised her voice and spoke to me in an aggressive tone and when I asked which department was the one I needed to speak with to get this sorted out she rudely said "NOT PRE-TRAVEL" which was her department. I am just extremely upset right now because I have $3,000 invested in this trip between vacation package and show tickets plus time taken off of work and now it might all have to be cancelled. At this point I called the ticket box offices for my Celine Dion tickets and Cirque De Soleil. They said they coIdnt refund me but could reschedule me, the earliest being June 26, 2014. ONLY travel Southwest and NEVER expected this kind of treatment. I can't say I'd be comfortable booking a trip through Southwest Vacations again. I finally got through to someone again later on who was aggressive with me telling me that they couldn't get me flown out the next day either and if I wanted something done I should of handled it earlier. I was on the phone with them since 8am when I received the call about the cancelled flight. I handled it as early as possible on my behalf. I then was transferred to a supervisor. I asked if I could be rebooked for June so I wouldn't lose my money and she told me that they can't do that. Instead she worked on getting me a refund from the hotel and told me Southwest would contact me back the next morning. They never did. I called them around 6pm the next day and the lady I spoke with told me Southwest had received confirmation from the hotel for a refund but they never bothered calling me to confirm. Then she told me that she would be able to reschedule me for June instead of a refund. I became so relieved, only to find out she was reeling me in to make an extra sale. My original vacation package cost a little over $1,300. She told me to rebook me for the same exact trip in June would be over $2,000 and that I have to pay them the extra difference on top of the $1300 I had already spent. Im battling Multiple Sclerosis and have too many medical bills to just dish out an extra $700 overnight on top of the $1300. I WAS STILL GIVING THEM MY BUSINESS and STILL she wouldn't even help with a promo code or any kind of discount AT ALL! Now I have to wait 14-21 days for a refund. I am extremely upset. This wasn't last minute planning. Everything had been booked over 3 months in advance and I was very understanding with them and kept my cool while speaking with them only to get disappointing treatment. The last 2 ladies I spoke with were [redacted] and Ingred. Ingred is the Customer Support Supervisor.Desired Settlement: All I want is the same vacation package I had already booked to be rescheduled for June 26, 2014 - June 29, 2014 for the same price I had already paid to Southwest. I'm not asking for anything extra. No upgrades or extra discounts. I just want the same price or some type of accommodation to get me at the same price. It is unfair to ask me to pay an extra $700 and risk losing the $1000 I had invested in events because Southwest failed to handle my situation in a timely manner and get me on a next flight out.

Business

Response:

Revdex.com of Wisconsin

Review: Cancun Trip #[redacted]?

Here is the original email that we sent to the after travel department back in February. We were told that we would hear back from them within 30 days. We have not heard back from them and they have not returned the other two emails that we have sent them since then and we have been unable to get a hold of them by phone.

Here it is:

My husband and I just returned from Cancun. We loved the trip however when we made the reservation we did an Add On and signed up for a Snorkeling and Parasailing Adventure. We arrived late at the hotel so the next morning we met with the [redacted] Rep like we were supposed to do to get our excursions scheduled and that is when he informed us that it wasn't really Snorkeling and Parasailing that we signed up for but instead it was Snorkeling and some other thing where you get pulled behind a boat but you don't go very high or fast. We were pretty disappointed about this especially since the entire reason for choosing that excursion was for the parasailing. But we figured that was better than nothing. The next day we arrived at Moroma, showed the guy our paper that the [redacted] Rep had given us for the excursion, got a yellow wristband, and got on the boat with all the other people to go snorkeling. As we were heading back from snorkeling the guide told us where the people with different colored wristbands were to go...some were snorkeling with two other activities, another was snorkeling with one other activity, and our wristband, the yellow wristband, was for those that had signed up for only snorkeling and that was it. We were pretty upset about it. We were told to go eat and the van would be arriving soon to take us back to our hotel.

I am not sure how the Snorkeling and Parasailing Adventure that we signed up for turned into Snorkeling and some other activity and then finally ended up being Snorkeling only. We would really like a refund most if not all of the activity we signed up for.Desired Settlement: We would like an apology as well as a refund.

Consumer

Response:

On Wed, Apr 29, 2015 at 12:28 PM, [redacted] wrote:I did hear from the company and my complaint was resolved in a quick and satisfactory way. Thanks

Review: I paid a deposit fee of $100 to reserve travel for May 2015 through a travel agent. I advised the travel agent on Feb 28th that I will not be able to make the trip and I expected to receive my deposit back. I did not receive my money back and the reason why was because I didnt have the trip insurance.

But there was nothing in the contract I received from the travel agent that stated we could not cancel and receive a refund. In addition the was more than 30 days away at this point and I should have received m deposit back.Desired Settlement: I would like a refund of $100 back to my AMEX card

Business

Response:

Review: I booked a trip to go to Paris and was unable to go. I spoke with a [redacted] and a [redacted]. I was told by Mrs. [redacted] and Mrs. [redacted] that a refund of 1,346.31 was refunded back to the card that was used to book the trip. I was told that I will have to deal with the bank because they have my money in an account somewhere and there is nothing else they can do. They have the full account number that was used.Desired Settlement: This has been going on for the pass two years now.

Business

Response:

Revdex.com of Wisconsin

Review: On advice from a friend currently on a Southwest Vacations booked trip who is experiencing horrible customer service, I decided to consider canceling my vacation. I assumed, as most businesses do, Southwest Vacations would provide me with the terms and expectations of canceling a trip prior to cancelation. One mouse click later, my vacation was permanently cancelled with no explanation of what is to be expected for the process. Additionally, after submitting a "refund request form" (Who does this?) I was told it would be over two weeks until my refund was processed. Curious, I decided to dig deeper, and found many caveats in the terms and conditions (which were never re-presented to me prior to my cancellation)

All in all, I'm looking at potentially not receiving a large majority of my money back, and even the portion I'm getting back is coming back in an unacceptably untimely manner.Desired Settlement: I'd just like my full purchase price refunded.

Business

Response:

Revdex.com of Wisconsin

Review: My reservation number# FB3960E3

I have booked with FUNJET before but this time I am extremely upset.

I have ONE active duty military person to cancel his trip last year due to he would not be able to go in June due to military obligations. He paid his $200 deposit and did not request it back. Now FunJet wants me to pay an additional $591.00 due to his cancellation. I have paid over $7838 for over 10 people to go to Santo Domingo, DR to stay at the Viva Wyndham. I do not think it is FAIR or RIGHT for FunJet to force me to pay additional funds when I have an email stated this reservation has been paid in full. We leave in 16 days and I am so afraid this problem will hold our trip up, can someone please ASSIST me??

Tan [redacted]Desired Settlement: I would like for the 10 people who have paid if FULL to be able to travel to the destination we have paid for without having to pay $591. for a military personnel who cancelled last year after losing his $200 deposit.

Business

Response:

Dear Ms. [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 clarify that anytime a modification is made to a reservation, the customers are subject to the current price. There are occasions when we can honor the original rate if our suppliers will authorize it, but other times when they deny our request. Further, the per person price of triple occupancy in a hotel room is generally higher than the per person price of a quad occupancy. As a result, when a reservation such as this one starts with four travelers in a room and that room is reduced to three travelers, the three remaining will pay more per person for their hotel than they would have as a quad. You cannot simply divide the original price by four and use that same per person cost for triple occupancy. Specific to this case, in May we were asked to cancel one airfare and for a quote on what would happen if the party removed a traveler from one room. Delta Airlines charges a cancellation fee if a ticket has been issued so that amount would be deducted from any payment made. Removing a person would not affect anyone else’s airfare, but as indicated above, it would affect the hotel cost for the remaining travelers. As recently as yesterday, Ms. [redacted]’s travel agent asked us not to remove anyone from the room yet as this group is attempting to find another traveler to take the place of the canceling party. One additional note; the reservation in question was never paid in full. To date we have received a total of $5001.13 in payments but the current gross cost is $5842.58. Ms. [redacted] needs to continue to work through her travel agent. Sincerely, FUNJET VACATIONS [redacted] Customer Services Supervisor

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. The issue has been resolved. I am satisfied with the outcome.

Review: My husband and I had reservations to fly to Las Vegas on April 14, 2014 from [redacted]. Our flight was delayed which would make us miss our connecting flight in [redacted]. We chose to cancel our reservations. A representative at Bellagio Vacations told me that our credit card account would be credited for our room and transportation to and from the airport. Our credit card was credited on April 17, 2014. She also informed me that we could use the airline tickets within a year or ask [redacted] for a refund. I chose to ask for a refund.

[redacted] approved my request on April 25, 2014. I contacted [redacted] concerning the refund and was told that two checks in the amount of $242.00 each were sent to Bellagio Vacations office. I contacted a representative at Bellagio Vacations on July 11, 2014 and was transferred many times before being transferred to "past" reservations where I left a message on voicemail. I never received a call back. On January 22, 2015, I wrote a letter to Bellagio Vacations including copies of the refund information I received from [redacted]. I asked for a refund of our airline tickets or an explanation as to why the wouldn't be refunded. I still have heard nothing from them.Desired Settlement: Credit card credit in the amount of $484.00.

Business

Response:

Review: Southwest airline ticket refund. Reference number [redacted]. Last year July 9, 2014 We have to cancel our vacation and was told we can use our ticket refund until May 18, 2015 but we cannot have our vacation before the said date. on March 14/2015 I wrote a letter asking for our money back and according to Southwest Airline it had been approve since Aril 30, 2015, every time I called southwest airline they said that they had fax the approval notice to southwest vacation but when I call Southwest vacation they will say they did not received anything. My last call was June 4, 2015 and Southwest Airline had fax it again according to Josie she called Southwest vacation and was told they only check their E-mail once a week, I called Southwest vacation and talk to Vanessa and she tried to have her supervisor but was told that her Supervisor will call me back but I have not received any call, I have purchase travel protection from southwest and I just want my money backDesired Settlement: I just want my refund back ASAP.

Business

Response:

Review: Vacation was quoted and amount agreed upon. There were computer issues and at time of booking this price of the vacation had gone up. Told the agent I will not agree to the higher price because of their computer issues. Agent will check with Supervisor the next day and call me. First call, agent informed me they could not honor the quoted price and amount I agreed to. Replied that I wanted to speak to a supervisor or I rather cancel this vacation. She will have a Supervisor call me after she returns from lunch. Second call, agent call again and verbally said they would honor the price quoted. Called their office twice that night. First call, paid the remaining amount due on my deposit & requested an updated confirmation email with total cost will be listed via email. Received email and the total amount listed was not the amount agreed upon. Second call, the agent was extremely rude and cancelled my vacation trip. I was informed I could not receive a refund back! I was given an amount for a future airline flight and the amount quoted was less. Now, I have to wait up to 20 BUSINESS days to receive my credit card refunded. Numerous calls were done. Two calls were over 1 hour long. The last agent was rude and their Customer Service was terrible.Desired Settlement: Want my full refund within one business day credited to my credit card.

I was informed the reason for long delay, their Accounting Department is currently behind.

Business

Response:

Revdex.com of Wisconsin

Attn: Mr. [redacted]

Re: ID [redacted]

Dear Mr. [redacted],

Below is a copy of the letter emailed directly to Ms. [redacted]. Please let me know if you have questions.

Sincerely,

SOUTHWEST AIRLINES VACATIONS

Operated by The Mark Travel Corporation

Review: My sister and I booked a trip through Funjet Feb of 2015. The trip was set to take place July of 2015. Circumstances kept us from flying. So Funjet issued us a credit of $200.00. That left us an airfare credit of $522.70/pp. At the time we cancelled it, we were told we have 1 year from the date of cancellation to use our tickets. I called Funjet on 3/28/2016 and spoke with [redacted]. She informed me we had a credit of $522.70/pp, but we can't use the credit for our flights because it has passed the time for booking. That is not what we was told when we cancelled the trip. I was under the impression I had to book by July 2016. I would like to take a trip this summer using my credit. I don't want any cash. I just want my airfare credited to me so we can use it. It's not fair that we have to lose out on $522.70 a piece. We don't have money to just give FunJet/United to have.Desired Settlement: That they re-instate our use for our tickets to be able to fly this July. We will be booking a hotel as well. We just want our air portion back.

Business

Response:

Thank you for your emails regarding the complaint filed by Ms. [redacted]. I am sorry she is unhappy with our services. Allow me to first clarify that Ms. [redacted]’s reservation canceled due to lack of payment. Full payment was due on May 18, 2015 and on June 15 we still did not have over $1000.00 that was due. We attempted to reach these customers by email and by phone and when we did not get a reply we canceled the reservation on June 18. On June 22 Ms. [redacted]’s traveling companion Ms. Harvey called to cancel but we had already done that. As to canceled airline tickets, where reusable air credits are applicable, airlines allow one year from the original ticketing date to exchange the value, not one year from the cancel date. United is no exception to that. Further, almost all of them charge a reticketing fee when the value is exchanged for a new ticket. We would not have advised Ms. Harvey that they had a year from the cancel date. We also would have told her about the $200.00 per person reticketing fee. We have paid United Airlines for these tickets and they are suspended so there is no value for these women to reuse. However, as a one-time courtesy I will allow Ms. Harvey and Ms. [redacted] to apply $322.70 per person to the airfare portion of an air and hotel reservation of four nights or more. The reservation must be made by May 13, 2016 with travel completed by October 31, 2016. Full payment, less the $322.70 per person, must be made at the time of booking. No refund or further credit will be issued for the $322.70 per person if the new reservation is canceled. If the airfare on the new reservation is less than $322.70 per person, there will be no refund or reuse of the remaining amount. If the airfare on the new reservation is more than $322.70 per person, these customers will be responsible for that amount. I have added comments to their canceled reservation indicating that the $322.70 per person can be transferred to a new reservation so they need to reference the old reservation number when they call us to make a new one. They should contact ###-###-#### for assistance. Sincerely, FUNJET VACATIONS [redacted] Customer Services Supervisor

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: We bought a trip to Hawaii and were made to believe that we were paid in full and we kept asking how do we pay for rest of trip and they kept emailing us your paid in full and this went on for months and now trip is 3 weeks away and now telling us we owe them 2500.00 still and we have told them we do not have that much money so we said let us switch trip to what we can afford since you guys screwed up and they responded there would be a 350.00 charge per ticket to change, so 1400.00 charge which is most of our money and this is not fair so said just cancel and again said 350.00 charge per ticket, this place is a scam and if you check out reviews this has happened before to several people..Desired Settlement: Either refund of all money or full credit for another trip that is afordable

Business

Response:

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

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 am filing a complaint against Southwest Vacations aka Mark Travel primarily because they steadfastly refuse to provide me with an itemized receipt for my recent travel. I believe the reason they won't provide the itemized receipt is because it would expose their bait and switch pricing practices. My complaint involves fraudulent book keeping, false advertising and substandard customer service.

Background: On September 2, 2014 I attempted to book a round trip airline ticket with [redacted] (on the [redacted]' website) for a business meeting in Phoenix, Arizona. Needing hotel accommodations I clicked on the Book a Hotel button still on the [redacted]' website.

Fraud, Deceptive Advertising, Transfer of Personal Information without Authorization: Without a written statement or disclaimer [redacted] website transferred my pending transaction to a second party: [redacted] Vacations operated by Mark Travel. Unaware of this deceptive transfer of my personal information from one company to another (using identical logos), I thought I booked a roundtrip ticket with [redacted] from San Diego, CA to Phoenix, AZ, along with a two night stay at a Phoenix hotel when in fact I bought from Southwest Vacations. While looking for prices, each leg of the trip and hotel prices were visible (approximately $127 there and $98 to return). When I booked the trip and paid with my company credit card, no itemized prices were shown in the confirmation email I received moments later. Only the total amount of $600.29 was shown on my confirmation [redacted]. I was subsequently asked by my company to stay an extra day. I cancelled my return trip (thinking I may drive home) and paid the hotel directly for another night at $125.

Fraud, Non-Transparent Billing Practices: I decided to fly back to San Diego rather than drive. Not having any clue that [redacted] fraudulently transferred me to [redacted] Vacations, I was not able to use a voucher to purchase the ticket through [redacted] had no record of my original purchase nor were any of my "RapidRewards" posted on my account on the [redacted] website. As a result of not knowing or understanding that I was dealing with two completely separate entities, I purchased a new ticket from [redacted] without using RapidRewards for substantially more than what the voucher was appraised at: New ticket at $203.00

([redacted]) versus voucher at $87.70.

Fraud, Non-Transparent Billing Practices: I contacted [redacted] to ask for a dollar amount of the voucher. Since they had no record of my purchase they had no voucher. After scratching their heads and putting me on hold for entirely too long they suggested I contact Southwest Vacations. This was the first time I was informed that these were two separate entities. I know you have heard this from other disgruntled customers. After spending far too much time on hold with Southwest Vacations I was told verbally that I had $87.70 on my voucher (far less than the advertised price). The customer service rep told me they were not allowed to give the dollar number in writing. I confirmed this strange practice with a "supervisor" [redacted] in Orlando and later with their Customer Service Manager [redacted]). Ultimately I purchased a one way ticket to San Diego from Phoenix ([redacted]) for $203.10 without a voucher even though I paid for one.

More Fraud, Non-Transparent Billing Practices: Upon returning from my short business trip, my employer requested that I complete my expense report, a very standard form that I have used with previous employers, and which is used by hundreds of thousands of American workers every day. Simple if you are given an itemized receipt. But according to the four [redacted] Vacations/Mark Travel customer service representatives including [redacted] I spoke to over the course of eight days, it is [redacted] Vacations' policy not to give out that information. A standard expense report has titles for expenses such as Hotel, Airfare, Rental Car, Parking, etc. Under these titles, employees are directed to enter prices. With these prices, employees cannot possibly complete their expense reports, which puts them at risk with their company's book keeper who's function is to balance the books and account for all expenses in compliance with the GSA rules and other regulations not the mention the IRS. Finally, I found [redacted] in Orlando who was "authorized" to verbally tell me what the itemized prices were but was not authorized to show me in writing. Does your receipt from buying a shirt, pants and shoes simply read total or is there an itemized list, a subtotal, tax and a grand total? Worse yet, does the clothing retailer tell you the itemized prices rather than give an itemized list., and are the prices subject to change when you buy the ensemble rather just the shoes?!

Even More Fraud, Deceptive Advertising Based on the numbers read to me by [redacted] of Orlando, the total of the original purchase was $600.29, consisting of two nights in the hotel: $250.20 (or $125.10 per night). $600.29 minus $250.20 leaves $350.09, the total original price of airfare since nothing else was purchased. I was not charged a cancellation fee according to [redacted] and two

other customer service representatives yet my voucher amount is a fraction of the remaining $350.09: $350.09 minus $87.70 (voucher) equals $262.39. Based on [redacted] Vacations/MarkTravel math my flight to Phoenix originally cost $262.39 while my cancelled flight cost $87.70. This is quite a departure from the advertised price of $120 and $98. Is this bait and switch? Now I understand why [redacted] Vacations/MarkTravel refuse to give this information in writing. It clearly reveals deceptive advertising. A normal American consumer would think that a "Vacation Package" would be less expensive than purchasing the air and hotel separate.

To add insult to injury: I paid [redacted] Vacations/MarkTravel for airfare and hotel accommodations at the [redacted] and Villas September 15 and 16. When I arrived at [redacted] on September 15, [redacted] had no record of the transaction, only my reservation. They asked to see the credit card I paid with, and stupidly did not ask to see my receipt. Without telling me, [redacted] proceeded to charge me for my stay because they had not received payment from S[redacted] Vacations/MarkTravel. Over the course of 5 days, several emails and 8 long distance phone calls to [redacted], my card was credited by [redacted] for the double charges. The double charges would not have occurred had [redacted] Vacations/MarkTravel completed the payment transaction (not just the reservation) with [redacted].

Summary and Conclusion: Apart from no visible savings from using [redacted] VACATIONS "Vacation Package" deals, I believe the deceptive business practices and poor customer service from both travel companies ([redacted] and [redacted] Vacations/MarkTravel) is nothing short of appalling. If I don't itemize my travel expenses correctly, I could be fired. Why is [redacted] Vacations/MarkTravel stubbornly refuses to give me a written receipt showing what I paid for (i.e., Air, Hotel and the amount of my voucher)? I believe they do not want to expose the fact that they engage in the practice of bait and switch.

Sincere Thanks for documenting this complaint.

[redacted]Desired Settlement: Primarily I am owed a written itemized receipt showing who I paid, how much I paid, and how much I was credited. I also want to know why the voucher amount is lower that the purchase amount. I am also seeking a reversal of charges to my credit card for the unused portion of my airfare because I have no intention of using [redacted] Vacations/MarkTravel again due to their substandard customer service, deceptive advertising, lack of honesty and transparency.

Business

Response:

Mr. [redacted]

Review: A travel agent procured a room at the Silver Legacy Hotel in Reno, NV for me through The Mark Travel Corporation, dba VAX Hotel Vacations. My charge [redacted] was charged the amount of $268.17 on Dec. 4, 2013. The hotel cancellation policy for a full refund was 2 days prior to arrival. Due to health issues the travel agent cancelled the reservation on Jan. 4, 2014. She said I could expect a full refund. On Feb. 24, 2014, I contacted VAX about the refund and was told there would be a $100.00 charge for the cancellation. This charge was not part of the travel policies I received from the travel agent and feel the charge is unwarranted.Desired Settlement: The Mark Travel Corp. (VAX Hotel Vacations) needs to refund to me the $100.00 charge they kept in violation of their travel refund policies.

Business

Response:

Revdex.com of Wisconsin

Review: In April 2014 I purchased a vacation Package through Southwest Vacations. The package included airfare for two and hotel stay for 4 nights. The package total was $1128.91. On April 7, 2014 at approximately 9:30am I called Southwest Vacations to add a rental car to my package. I was informed by the representative on the phone that the rental car would be $51.18. I gave the representative my credit card number over the phone and my card was charged $51.18. On that same evening I contact Southwest Vacations again to cancel the second airfare and the resort, leaving one airfare and the car rental on the package. I was informed that the airfare credit was $301.70 and the hotel credit was $404.42. I was also informed my package was now $422.79. I my airfare was $301.90 and my rental car was $51.18 that does not add up to $422.79. I contacted Southwest Vacations via phone with no acceptable explanation of the remaining $69.91. I contacted Southwest Vacations by email and received a reply email from [redacted], Internet Customer Support. The email did not give an acceptable explanation so I asked if [redacted] could call me instead. I received a phone from [redacted], Internet Customer Support representative, on Monday, April 11, 2014 at approximately 5:10pm. I was informed by [redacted] that the original cost of the rental car was $91.18 but I received a credit for $40.00 for cancelling the hotel. I informed [redacted] that, that could not be the case. How could I have a $40.00 credit on my account for the hotel cancellation when I booked the rental car hours before cancelling the hotel? I asked [redacted] to go back and listen to the entire conversation between myself and the S.W.V Representative when I booked the rental car. There was no mention of a credit and the car total was $51.18 not $91.18. The representative actually said I found you a great price with Alamo for $51.18 for the day. I re-read the terms and conditions and there are no penalties for canceling part of the package. I still have airfare and a car rental.Desired Settlement: I would like a refund for $69.91, the amount no one can explain where the funds went. If my airfare is $301.70 and my rental car is $51.18 that equals $352.88 not $422.79 (the amount of my current package).

Business

Response:

Revdex.com of Wisconsin

Review: My sister [redacted] and her two children arranged a trip to Puerto Vallarta Mexico with Fun Jet Vacations.

My niece became very ill and my sister made numerous calls to the front desk requesting assistance and for a doctor to be called. The hotel did not provide assistance for several hours. When the hotel finally contacted a doctor he came immediately and said that my niece needed to go to the hospital because of dehydration. I tried reaching Fun Jet Vacations by email, Twitter, and phone for over four hours. When I eventually reached someone at Mark Travel they stated that they would contact Island in the Sun, the local affiliate, and send someone to help my sister. They said the person from Island in the Sun could help with translating at the hospital and would help them rebook their flights; arrange transportation to the airport, etc. The Island in the Sun person never went to the hospital despite repeated phone calls from me.

To resolve this situation I believe that my sister should be refunded the cost of her vacation in full to make up for the negligence of Fun Jet, the hotel, and the Island Sun. My sister requested bottled water for my niece for four hours which was not provided by the hotel. If she had been given this my niece would probably not have had dehydration and would not have to have been hospitalized which cost $500.00. In addition we had to pay additional fees to come home early.

This situation has caused extreme emotional stress to my family and I believe that Fun Jet should find a way to resolve this situation to our mutual satisfaction.Desired Settlement: Full Refund

Business

Response:

Revdex.com of Wisconsin

Review: [redacted] / July 4 / [redacted] and [redacted]

Failure to disclose at time of sale

I reviewed Funjets Bill of Rights, it states that Funjet is respsonsible to be aware of services offered under Operations of Charter Pursuant to part 380 of DOT's charter regulations. It clearly states Funjet is responsible to us for making arrangements for our transportation, accomodations and services offered. I content that, Funjet never indicated to us prior to departure, any changes in [redacted]s all inclusive services. Mexico has elections every three years, which Funjet should have noted in their reservation website at time of booking. Funjet did not disclose thier knowledge of Mexican Elections in [redacted], prior to sale and/or infom us the consumer.

Moreover, the All inclusive plan brochure from [redacted]s Resorts advertises its all inclusive services as use of Lobby bar, Pool Bar, Tiki Bar and Seafood bar and resturants. Due to electons only the resturant was open. in addition to amenties not being available at our hotel, the outside area stores and bars were also closed during this 2 day weekend. Impacting our experience of [redacted] and its amenitiesDesired Settlement: We were offered $200.00 credit per couple for this incident from Funjet.

I sent back this email to [redacted] and requested a more reasonable credit, as our trip was greatly impacted by Mexico Elections in [redacted]. Even the general area was closed down during this weekend period of Sat and Sunday. We are asking for minimum $500.00 credit per couple to use another time with Funjet. We feel this is a reasonable credit, since Funjet has a bill of rights that indcates they are responsible to be aware of and should have managed accordingly. I sent this email to Funjet and have not received any response or acknowledgement regarding my opinion and request for a higher credit. Funjet did send my sister in law and email saying they will only honor thier $200.00 credit. This is when I again contacted them trying to have a more agreeable reimbursement.

Business

Response:

Revdex.com of Wisconsin

I r ecently returned from a trip to Hawaii....we make these arrangements back in September 2015. We were to visit two Islands. First Honolulu then Maui. Our first Island visit went find. We called to confirm each tour ahead of time as we were told to do. When we arrived in Maui we called to confirm a luau that I was very anxious to see. I saved this part of the trip for our last night because I thought it would be a great way to end our time in Maui.I bought a new dress for the occasion and was ready to enjoy our last night. I have been to this luau before and knew it sold out almost every night. Again, I made these plans months ahead of time, paid for them thru my travel agent and was confirmed. Two night before the luau I called to confirm again since it was over a hour from my hotel and my husband and I are both over 70 and wanted to get directions so we were not rushed. I was expecting a friendly voice to come on the line and very simply reconfirmed my luau reservation. To my total surprise and shock they did not have a reservation for us anywhere. I was rudely told they could possibly put me on a waiting list but that was all they could do since the luau was sold out...again, I paid for this 6 moths ago and paid for and was confirmed thru fun jet vacation. My travel agent Daniel [redacted] from Superior travel was wonderful...he went to bat for us 100 percent but the company wouldn't budge.They were sold out and too bad for us. I contacted fun jet and told them this was completely unacceptable and wanted my $$ returned. My agent finally arranged for them to return my $$ but told them I was going to give them a bad review...all of a sudden that Friday night luau that was completely sold out was able to arrange a seat for us because someone had canceled. Again, I told them I should not have had to wait for someone to cancel since they took my $$ months before ...they did admit it was their. Fault all along . I informed them they had already spoiled my evening and would not come and we. Had made other plans and had paid for those.
I am not writing to have a refund because they have already agreed to do that. I am writing to warn people about the company. I was unaware that my travel agent had booked thru fun jet until I arrivd in Hawaii and was checking out our itinerary. I immediately checked out the company and other peoples reviews...most of them were horrible and some travelers were stranded, etc. I tried to tell my agent I felt scammed and he should consider using another company so others wouldn't have to go thru what we and others have...we looked forward to this vacation a long time and to have them lose our reservation is unacceptable...please pass this along ...DONOT book with fun jet travel agengy!

Review: False Advertisement, United Benefits did not transfer, United did not accomodate mobility impairment

Reservation [redacted]

I paid $1700 for a hotel advertised as beach accessible. This hotel did not have access to the beach without a 1 mile walk. While the beach was in fact very close, there was a highway in between inhibiting the ability to walk there. I had to travel 1 mile and drive.

My husband was mobility impaired and United would not honor moving him to accomodate his needs. Our seats were also not placed next to each other, even though I am premier. I did not recieve the benefit of being premier. This was a terrible experience, and I will never purchase through United Vacations again.

I made a complaint to United, and they claimed they are not responsible for United Vactions which is a separate entity.Desired Settlement: Refund commensurate with experience. These flights and hotel were not worth $1700.

Business

Response:

Revdex.com of Wisconsin