The Mark Travel Corporation

Thank you for forwarding Ms***’s complaint to my attention. Unfortunately, there appears to have been some misunderstanding with her refundTo start, let me clarify that the All-In-One Travel Protection description does state that the remaining travelers will be responsible for any
costs involved in changing the room occupancy. However, it also says that if no payment is provided, that amount will be deducted from the refund for the canceling customer. Therefore, the initial refund for Ms*** was $for the airfare. Despite paying the hotel for the single occupancy which was more than the per person double rate, in March we agreed to refund an additional $to Ms***’s Visa. We made this decision because of some confusion that occurred at the time of cancelation with regards to the single rateWe communicated the refund amount to a representative of a consumer advocate group Ms*** had contacted and we assumed they advised her of our reply. It appears by her complaint to your office that she was not aware of that information. Unfortunately, even though I requested that our Accounting Department refund this additional amount in March, it was never completed. Our Accounting Department did the refund this morning so Ms*** should be able to see it on her account activity in 5-business days. Please note that the remaining amount is a total of $for the All-In-One Travel Protection and a reapplied All-In-One because of a change Ms*** made to her reservation in February, and $we are holding for the occupancy differenceWe feel that since Ms*** agreed to the terms of the coverage at the time she purchased it, this is a reasonable resolution. Sincerely, FUNJET VACATIONS *** *** Customer Services Supervisor

Dear Mr***,Thank you for your email regarding the complaint filed by Ms*** 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 ProtectionThis allows a price match against our own rate, should we advertise the identical package for less. In this particular case, the ***’s travel agent called us about a price match with *** *** on July 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***’s complaint that she has incomplete information about her pricing. The original base rate for air and hotel was $not $2263.15. To clarify here, transfers are not complimentary as Mrs*** indicates so what she does not realize is that price of $included $per person in transfers costs. We agreed to honor a rate of $for the air and hotel, a difference of $from the original air and hotel rate of $2159.15, which we refunded on July 29. I trust that this information addresses Mrs***’s concerns but if you or she have additional questions, please let me know.Sincerely,FUNJET VACATIONS
*** ***
*** *** ***

Dear Ms***,Ms*** has been contacted by a pre-travel Customer Support agent.Sincerely,UNITED VACATIONS***
*** Customer Services Supervisor

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

This matter was resolved directly with Ms***. On August 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*** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
According to this agent the reservation was canceled after the hour periodI will start off by saying this is a statementAlso it was not *** and *** because I set everything up with this account for them. He goes on to say that *** *** Called??? This is not correct either because I was the only one to have contact with this companyWhen I called *** *** they were more than happy to transfer the credit back so I (*** ***) could use it on a vacation packageHe also did not make mention of the other phone calls that I (*** ***) placed to southwest vacations and they said it would be no problemI made several calls to southwest and got different answers almost every time or was told no problem but you will have to call back between this time and this time tomorrowI was placed on several extended holds with most of the calls (- Minutes) This agent then continues on saying he listened to then phone conversation we hadYes I would say *** was direct but also very rude thus the challenge of contacting an outside agency for a complaintHe also did not mention me being on hold for over minutes while *** was "trying to find a supervisor"It is always good to see a company defend the agents but this is a little odd to say he was not rude if he listened to the call

Thank you for contacting us regarding the complaint filed by Ms*** regarding her recent trip to Florida and for your patience in waiting for our reply. I am sorry she and her traveling companion are unhappy with the service provided on their day trip to Grand Bahama IslandI have
reviewed the online description we provide for the Bahamas Day Cruise and it indicates that the following are included: A driver/guide hours of free time in the Bahamas Round trip ferry from Florida to Grand Bahama Island Hotel pick up and drop off from Miami Beach hotels Taxes and port charges It goes on to say that transfers and a day pass for Grand Lucayan Resort are optional and can be purchased on the ferry. Based on Ms***’s detailed description of her experience, they did not purchase the day pass which is why Grand Lucayan did not let them in. Since the time on the island is described as “free time” one should not expect that there will be someone with the participants all dayFurther, there is a tourist information center at the Port Lucaya Marketplace where these Customers were dropped off They could have asked for suggestions on where to find a public beach or other optional activities. In the end, it appears that Ms*** wanted a totally guided tour which is not what this is. As such, our supplier Viator has declined her request for a refund. However, as a courtesy on behalf of Southwest Airlines Vacations, I have processed a refund of $per person which will be credited to the Visa account originally used for payment. The cardholder should be able to verify on the account activity in 5-business days. Sincerely, SOUTHWEST AIRLINES VACATIONS Operated by The Mark Travel Corporation *** *** Customer Services Supervisor

Re: ID *** / *** *** / Reservation *** Dear Mr***,Thank you for your email regarding the complaint filed by Mr*** 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***’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 $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
*** 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
*** 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 $and then by $80.00. Mr*** was advised this by ***, a
call center Supervisor and also by our *** *** ***, ***, who spoke with
Mr*** 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*** may have
worked at a company that chose to allow recordings to be distributed to customers
but that is not our policy.Again, the ***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*** *** *** ***

This matter has been resolved directly with Mr*** so no further reply will be provided to the Revdex.com.
Thank you,
*** ***

Thank you for your email regarding the complaint filed by Ms***. I am sorry she is unhappy with our serviceI have done extensive research with our IT Department and our Customer Quality Liaison Team with regards to the reason this reservation is under *** ***’s account rather that
*** ***’s account. We can see by the transaction tracker that *** ***’s email address was input with his name during the booking process. As a result, a profile/account was automatically created under his name when Ms*** completed the reservation. Even though she may have started out by logging in to her account, when she input her son’s email address as the lead passenger, that address overrode the one on her account. If Ms*** goes to our website and hovers her cursor over the question mark next to the email field where a customer would input the first traveler information, she will see that it indicates we will use this address to confirm purchases or notify customers of any changesBecause ***’s email address was listed as the primary contact, the reservation shows only under his account and not hers. Our Customer Care Department has been in touch with Ms*** on multiple occasions and has ensured that E-Confirmations of the package were sent to her email address. Unfortunately, as this reservation is currently under an account in her son’s name, we cannot move it to her account. Her final payment is due by 6:00pm central time on January 29, 2016. Our Customer Care agents will be happy to assist her in applying that paymentAgain, I am sorry that this caused confusion and frustration for Ms***. I hope the information I provided has clarified what happened. Sincerely, FUNJET VACATIONS Beth *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
On July 12, I was informed that I would receive a $refund for a cancelled vacation packageI have the voicemail to prove it along with numerous emails on the issueI was told I would receive the refund within daysAs of today, it has been days and I still have NOT received my refundAttempts at getting an update on the refund from this business have been unsuccessfulI have contacted my bank and they have no record of a pending transaction for this refund.TranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I want my refund credited to my account within the next week
Regards,
*** ***

I would like a full refund of $

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

I have contacted Ms*** directly so we will not be replying with any detail to the Revdex.com.Sincerely,UNITED VACATIONS*** *** Customer Services Supervisor

Thank you for your email regarding the complaint filed by Hilda S***. I am sorry that her party did not enjoy their stay at Iberostar Dominicana. Please be advised that we contacted to MsS*** directly this morning so we will not be providing any detail in this response
Sincerely, UNITED VACATIONS Beth R*** Customer Services Supervisor

They did not forewarn me that if I continued past a certain point in the transaction I would be charged a fee to change or cancel anything, in essence I did not know I would be accessed a penalty for changing my mindSecondly, the "Contract of Carriage" is forty one pages long and you will need a formal law education in order to understand it because it is too complicated for a lay personThirdly, I had believed I was contracting with Southwest Airlines, not a third party entityHad I known that before hand, I would have researched them at Revdex.com.org., discovered all of the complaints and chose another vacation venue If possible, please go to Southwest.com and at the bottom click on FAQ and find the link to the "Contract of Carriage", so you can see what I am speaking ofThank you for your assistance with this matter

Thank you for your most recent email from *** ***. Please be advised that we processed her refund on May 1. If she has not yet seen it on her account activity, she needs to contact her bank or card provider. If this is a debit account rather than a credit card, it is possible the money is in the bank’s general ledger account. Often debit refunds are credited first to the bank’s account and then moved by the bank to the Customer’s account. With regards to the Travel Credit, we did not initially issue it because Ms*** did not really show any interest in the offer on the day it was made. However, since she is inquiring about it, the Credit has been ordered and it will be mailed within the next week. Sincerely, SOUTHWEST AIRLINES VACATIONS Operated by The Mark Travel Corporation *** *** Customer Services Supervisor

Thank you for your email regarding the complaint filed by Ms***. While we would like to assist, we do not show any vacation reservation made through our company. If she purchased her transfer tickets through Showtime Tours at the airport, that is who the Revdex.com needs to
contact
Sincerely,
The Mark Travel Corporation
*** ***
Customer Services

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.*** (*** ***) had offered $150-inclusive coupon to usMy husband & I felt that it would be very limitingWe then went out of town for a long weekend & I resonded to *** *** with another email incdicating that we would prefer our account be credited for $or a coupon for SW Airlines onlyWe dont want to be forced to book a *** trip within a certian period of time & have to purchase much more to "use" the coupon offered. When we caught up on our emails at home, we noticed an email was sent from Beth *** from *** *** indicating that we had not respondedI find this ironic as this was one of the issues we had initially: the company wouldn't respond to our emails & callsAll we are asking is that our account be credited for $150, an insignificant amount considering we lost tier status with MLife in *** ***Thank you
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Sheryl ***