The Mark Travel Corporation

I am sorry that Ms*** is unhappy with our previous decision but a supervisor reviewed the call from January and this customer was told that the $could be moved to a new United Vacations' reservationShe was also given that same information when she originally canceled in September of The Customer Services agent who replied to Ms***'s email in February could not find anything to indicate we had advised her incorrectly, nor have IAs such I do not see that any refund or additional voucher is warrantedHowever, as a courtesy I will extend the date on the funds transfer to December 31, I have logged comments in the reservation regarding that extensionIf Ms*** contacts our call center at ###-###-#### an agent will assist her in making a new United Vacations' reservation and having the money transferred
Sincerely,
United Vacations
Beth R***
*** *** ***

[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,
*** ***

As indicated in my previous reply, we only show two conversations with this customer before April and both were related to seat assignments. If MrsWilliams would like to send me her phone bill with calls to United Vacations' phone number on the dates she indicates, she may contact me directly at ***@marktravel.com. I will then look in to this further Sincerely,*** ***

I am sorry that Mr*** is unhappy with our services as it relates to his upcoming Nassau vacation. While this matter still needs to be investigated, if he would like to provide me a copy of the screen shot he says shows that we advertised Atlantis as all-inclusive resort, he can reach me
at ***
Sincerely,
SOUTHWEST AIRLINES VACATIONS
Operated by The Mark Travel Corporation
*** ***
Customer Services Supervisor

Dear Mr***,
Thank you for your email regarding the complaint filed by Mr***I am sorry to learn he is unhappy with our service but we have advised him on multiple occasions that refunds take approximately 14-business daysAs he canceled on May 8, business days would have been
tomorrow, June His refund was processed on our side on June If he has not yet been able to see the refund on his account activity, he should shortly as it sometimes takes a few days for it to transmit to the bank and for the bank to post it to the account
Sincerely,
UNITED VACATIONS
Beth R*** *** *** ***

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.]i want everyone to know how shady of a company they areWhen you call it states calls will be recordedBut they were only able to hear the one call that states I agreed to the incorrect datesThey were unable to hear the other calls that I stated the correct datesThey also were unable to hear the call that shows I sent them the email from their websiteI have never said I sent the email from my own emailThe first few people all asked me to send them what I was viewingThey gave me their email and I entered it on the websiteThey all confirmed they received the emailBut for some reason they are unable to listen to all the other calls but the one that defends their statementAnd for all the employees that were part of the call for them all to say they did not remember giving their email address it just confirms that they have unethical practices to fraud their customers by posting prices and not honoring themAs well as deleting all the other calls so they could not be reviewedThey keep saying it was Delta Airlines fault but the price was almost the same on every other vacation planning websiteI choose them because they were directly related to MGM resortsSo all the responses they state are just more of their unethical practicesThey put the blame everywhere else but take no responsibilityThat is enough proof that they are trying to hide something
Regards,
*** ***

I have not been contacted by the business that I filed a complaint against on 8/17/16.I didn't see a way to respond to your email thread on the Revdex.com website.Thank you for your time.*** ***

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,
*** ***

Thank you for your email. The comments in Ms***'s reservation show she was refunded on August so she should have seen this on her account activity by now.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,
*** *** ***

Dear Ms***,Thank you for your emails regarding the complaint filed by *** ***. I am sorry she is unhappy with our services. While I appreciate that Ms*** is attempting to resolve this matter, she does not have complete information. I have outlined exactly what
happened below to clarify for her. Reservation ***This reservation was booked on June 6, and payments totaling $were made using a MasterCard and a Visa. The reservation did not include the All-In-One Travel Protection (AIO). When it was canceled on August 4, we agreed to waive the $per person Funjet Vacations’ fee but we had to charge the $per person Delta Airlines’ penalty. Reservation R66940E3This reservation was booked on August, 2015. Airline penalties are always added to the new reservation when the tickets are exchanged so we transferred the entire $from *** to R66940Ewhere the Delta penalty was deductedAn additional payment of $was made on the same MasterCard account that was used on the original reservation. The customers purchased the AIO on this reservation. They canceled on August 17, 2015. We withheld the $per person cost of the AIO, totaling $159.98, and refunded $to the Visa and $to the MasterCard. In October we received a Visa chargeback in the amount of $159.98, the value of the All-In-One Travel Protection. While the AIO had been purchased on and was withheld from R66940Eupon cancelation, Visa identified *** in the chargeback, not R66940E3. Upon losing the $to Visa, and therefore to the customer Brittany ***, we invoiced Ms***’s travel agency for that amount. In the end, regardless of which reservation the credit was received on, Ms***’s client was not due a refund of the All-In-One and yet she still filed a chargeback. If Mrs*** would like to reimburse us for that cost so that we do not continue to invoice Ms***, she may do so. If not, our Accounting Department will continue to invoice Ms***. I trust that this information clarifies our position on this matter but if you have questions, please let me know. Sincerely,FUNJET VACATIONS *** *** Customer Services Supervisor

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,
*** *** Revdex.com,Mark Travel Southwest Vacations will benefit from a complete realignment of their values as related to quality customer service, positive communication and equitable relationsThe volume of recurring similar complaints suggests red flags of a flawed fragmented system requiring strategic intervention at the corporate levelHopefully future customers will continue to hold them accountableI opt never to access their services again.Very best regards,Dr*** M***

The refund was done on February 8. Ms*** should see it on her account within a few days
*** ***

Revdex.com of WisconsinAttn: Mr*** ***Re: *** *** * ** *** * *** ***Dear Mr***,Our specialist spoke with Mrs***' 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***Customer Services

Dear Mr***,It appears that Mrs*** did not understand my reply. I did not say that she will be getting a refund by credit card. I stated that the travel agency paid us with a credit card. As such, we are required by Payment Card Industry compliance rules to refund that same card. The agency was refunded in March and will issue Mrs*** a check. She should call them as they have her refund. Sincerely,FUNJET VACATIONSBeth R*** *** ***

Thank you for forwarding Mr***’s comments regarding his upcoming trip to Puerto Vallarta. I am sorry that an error made by Hard Rock Hotel almost affected his vacation.
To clarify, we do not own or operate the resorts and hotels that are part of our vacation
packages. When an error is made with rates or inventory on the part of one of those properties, we will do what we can to reach a satisfactory resolution for our customers but we cannot always guarantee that the original reservation will be honored. While we never want that to happen, we do indicate in our Terms and Conditions that we reserve the right to substitute comparable alternate hotel accommodations. In this particular case, Hard Rock made an inventory error which resulted in there not being availability on the ***’s dates. Starting on March our Product Build Customer Solutions Team attempted to reach this couple by phone and email, leaving multiple messages, with no reply from either customer. Customer Solutions continued to try to find a solution with Hard Rock but received no call or email from Mr*** about this matter until the evening of March 20. Customer Solutions was gone for the day and the customer was asked to call back. Customer Solutions tried to reach him again this morning, March 21, at which time we were still were being told by Hard Rock that they did not have a room. By Customer Solutions' second email to Mr*** today, Hard Rock had determined that they would be able to honor the reservation.
It would have been helpful to us if Mr*** had contacted us right after our first call, but in the end this has been resolved.
Sincerely,
UNITED VACATIONS
*** ***
Customer Services Supervisor

Thank you for your email
regarding *** ***’s complaint. I am
sorry that she is unhappy with our services.
Allow me to first clarify
that Southwest Airlines and Southwest Airlines Vacations are two different
companies. Southwest Airlines
contracts
with The Mark Travel Corporation to combine their air seats with hotels, car
rentals, and other optional features.
Southwest Airlines’ air tickets, regardless of whether booked directly
with the airline or on a vacation package, are non-refundable but reusable if
canceled. Canceled tickets generate an
air credit to be redeemed on a future flight.
Air credits generated because of cancelations on vacation packages are
only redeemable with the airline. We
reference the fact that Southwest Vacations is operated by The Mark Travel
Corporation multiple times in our Terms and Conditions, and our policy
information in the Terms also indicates the air credits are reusable with the
airline.
That all being said, I
listened to the call with Ms*** on October 13. She advised us that she wanted to change her New
Orleans flight to leave from LaGuardia instead of Newark. A change of the origin or destination is
considered a cancelation so based on airline policies, we advised Ms***
that we could not change the origin. We
told her we would need to cancel her flights and that she would get an air
credit for the value of the tickets, redeemable with Southwest AirlinesWe did not tell her that we could add the new
air to her vacation package. While still
on the call with us, she went to Southwest.com and noted that the flights out
of LaGuardia were much more expensive than they had been out of Newark. Ms*** asked us to reinstate the
original flights out of Newark but by letting go of those tickets, the only
fares that were left were almost as much as flying out of LaGuardiaAt no point before have us cancel her
tickets did Ms*** request pricing for flights out of LaGuardia nor did
she ask what value of the air credit was.
Being that every airline’s fares are different based on origin,
destination, travel date, date booked, etc., and are often subject to change
fees or increases in fare when modifications are made, Ms*** should not
have assumed the cost would be the same.
When we told Ms*** that
she would have an air credit for future use, she could easily have asked us
what the value would be and checked flights from LaGuardia before having us
cancel her original flight. Further she
initially booked on our website and all the policies of the tickets are in the
Terms and Conditions. Therefore, her
comment that this was information that ordinary Customers were not privy to, is not correct. Again, I am sorry Ms*** is not happy
but we will not be refunding the air credit.
Sincerely,
SOUTHWEST AIRLINES VACATIONS
Operated by The Mark Travel
Corporation
*** ***
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,
*** ***

Thank you for your email regarding the complaint filed by Ms***. I am sorry she is unhappy with our services. Allow me to first clarify that our vacation packages are not eligible for points offered by hotel reward accounts. Reward account programs, including Mlife for MGM
Resorts, do not apply points when a hotel room is reserved through a third party provider. This is generally because the rooms booked through vacation companies are frequently offered at a discounted rateThat being said, we understand that Mrs*** believes we told her that she would be eligible for Mlife points for her room on her Southwest Vacations’ package. We do not even have any information about the Mlife program or the status Mrs*** refers to in her complaint, so we would not be able to confirm that her booking would be eligible. We believe that our agent misunderstood what Mrs*** was asking about and we were referring to Southwest Airlines’ Rapid Rewards points offered to Mlife members when they book an MGM hotel on a Southwest Vacations’ reservation. We have been in contact with Mlife and Mrs***. Mlife is not willing to reinstate the account to the past status and there is really nothing we can do to change that. While we do not feel that any purposeful error was made and it was just a misunderstanding on both sides, as a courtesy we offered the ***s a $Travel Credit for use on a future Southwest Vacations’ air-inclusive reservation. Mrs*** has requested some changes to the Travel Credit that we cannot make. However, we did offer to extend the expiration date to March of in an effort to come to an agreement. We are waiting for Mrs*** to confirm before we send out the Travel Credit.At this point, we are considering this matter resolved. Sincerely,SOUTHWEST AIRLINES VACATIONSOperated by The *** *** Corporation Beth *** *** ***

RevDex.com of Wisconsin
Attn: *** ***
Re:
ID *** / *** *** / Reservation ***
Dear
Mr***,
Thank
you for your email regarding the complaint filed by Ms***. I am sorry she is
unhappy with our services.
Allow
me to explain that Ms*** initially paid us $for the reservations
she booked online on March with an August departure and an August
return. She called us on March and
changed the dates to an August departure with an August return, which was
slightly more expensive so we charged her $59.29. On March she contacted us again and
changed her package to an August departure with an August return, which was
an additional $ Each of these
charges would have shown on her account as SOUTHWEST AIRLINES VCTNS
800-775-7105. On May we were called
and asked about changing the date again.
We gave her some information but we did not modify the reservation at
that point. Then on March Ms***
advised us that she had changed her airfare directly with Southwest Airlines
which would have generated the $charges showing as ** *** *** ** on
her account activity. She asked us to
change her hotel from Aria to Mandalay Bay for August 12-16, which we did. There was an increase in the cost of
$28.92. As with previous changes made
with us, the hotel increase would have shown on her credit card activity as
SOUTHWEST AIRLINES VCTNS 800-775-7105.
As
to Ms***’s assertion that she has over paid, that is not the case. Hotel and air pricing change daily and even
moving the arrival or departure date, or the length of stay by just one day can
increase the cost. Each time this
Customer modified her dates, she was subject to whatever the current rate was
and a change to her hotel almost ten weeks after originally booking could
easily have generated a higher rate, regardless of whether or not Mandalay Bay
is generally a lower priced hotel than Aria.
Because
of the multiple date changes Ms*** made, we had to modify the reservation
in such a manner that no longer allows her to view it on our website. While I appreciate the inconvenience this
causes, we are unable to correct that.
Our website does not have the capability of supporting the format of some
reservations once certain modifications are made.
I
noted in reading the comments on Ms***’s reservation that on May she
emailed us requesting a change to the reservation. However, she appeared to be asking for the
dates we already had booked, August 12-16.
Our Internet Help Desk replied, asking her to call us as we cannot make
changes via email. I do not see any
additional notes that she contacted us by phone
At
this point, we have made every change the Customer has asked us and the charges
she has on her credit card are accurate so no refund is due.
Sincerely,
SOUTHWEST
AIRLINES VACATIONS
Operated
by The Mark Travel Corporation
Beth
R***
*** *** ***