The Mark Travel Corporation

The next day after find info out the correct info I did tell *** I could find another vacation cheaper which should also be in the recording where she says no Also later that day also should be in the record when I asked about the refund I was told it would take to days which would have prevented us from using our money to book another vacation The Iberostar was more but we wanted a resort similar to the one we initially were lied to about Why should we have to down grade when it was not our fault Had the refund not taken so long we would've agreed just so we could do it ourselves but like I said our vacation was scheduled for March The deceitfulness is the problem and they should make it rightOur options were limited because of their mistake

It is clear the significant time and effort spent to communicate all details in the original complaint was not valued nor considered important or relevant in their responseIt seems SWT chose to place the blame for the complaint on us and focus only on what policies they are to follow and what efforts they took upon receiving notification of this complaintMuch of this response will once again reiterate what was summarized in the original complaintThe SWV reservation was made on March to attend a Memorial in honor of my sister’s passing years ago and a family reunion. All extensive and concerted efforts to remove Mr*** and add my daughter to the travel itinerary were unsuccessful. SWA, not illness, is 100% responsible for the circumstances leading to the reason why I had no other option than to cancel the tripI am rejecting the business response because: 1. Mr& Dr*** did not cancel the trip due to illness. Mr*** was unable to travel. Beginning on April 5, Mrs*** called SWA/SWV to inform them of Mr*** inability to travel, to request our daughter travel in his place, and ask for help as to how and what needed to be done to make the change in advance of the April travel dateI was told to email SWA my request and expect to receive a response in hours. Email verification # SR #***from SWA and SWT told me to expect a response from SWV!!! 2. Mr& Dr*** did not cancel the trip due to illness. I did not receive a response from my email as told. April I called SWV and asked for a Supervisor who connected me with a SWA Supervisor/Amy. Amy told me in order to change ticket from Mr*** to our daughter, SWA/SWV would need written verification from his doctor of his inability to travelAmy told me to fax a letter to ###-###-#### or email to [email protected] to call her when we didShe said until the fax was received, she would not remove Mr*** ticket but would place on hold our daughter’s reservationI gave her my daughter’s name and Rapid Rewards numberI told her to expect the fax no later than the AM on April 3. Mr& Dr*** did not cancel the trip due to illness. Many calls I asked SWA/SWV if I should go ahead and purchase a ticket for my daughter and was told it would be easier to change from Mr*** to our daughter rather than being issued a refund and applying the refund toward our daughter’s ticketI thought we still had time to make the changes and travel on April 4. Mr& Dr*** did not cancel the trip due to illness. April 10-Mr***’ doctor was out of the officeApril 11, per Amy-SWA/SWV, Mr*** paid for exam with DrBoone, who on 4-11-at 15:faxed the letter to ###-###-####To be sure, I also emailed to letter to the email Amy providedWe were relieved to know that we had done all that was asked and the changes would be made. As instructed, I began calling Amy and was unable to connect with her. I began another series of calls, which logs will verify, to ask the status of receiving the fax and the ticket change from Mr*** to our daughter.5. Mr& Dr*** did not cancel the trip due to illnessIt is interesting with all the calls logged, all the notes, all the contacts, all that transpired, the response referred to me hanging up! Logs will verify my calls all day/night every day from April 5-I had long hold times, many more that minutes. Once I was on hold hour and minutesI do recall being disconnected, which prompted me to give my phone number at the start of each and ask to be called backed if call was lost. I did not ever hang up without explaining I had been on hold a long time and could not stay on the line any longerAll extensive and concerted efforts to remove Mr*** and add my daughter to the travel itinerary were unsuccessfulMr& Dr*** did not cancel the trip due to illnessAt 6:April 12, Sarah/SWV informed me that to avoid penalties, no show, late fees, etcI would need to cancelIt was at that moment that I realized I would miss my sister’s Memorial and family reunionI was hurt, devastated, frustrated and in total disbelief that SWT did absolutely nothing to help me change the ticket from Mr*** to my daughter, even with non-stop calling over the course of days, multiple contacts with SWT supervisors and agents and being given incorrect information7. Mr& Dr*** did not cancel the trip due to illnessSWV dropped the ball and in the process I was emotionally harmedIn days, hours, SWV did not help me nor was instrumental in helping me and my daughter travel to a very important family event8. Mr& Dr*** did not cancel the trip due to illnessIn spite of all my efforts, I was forced to cancel the trip hours before the travel date to avoid, in addition to all duress, no show, charges, fees and other penalties9. Mr& Dr*** did not cancel the trip due to illnessGiven all circumstances, many too detailed to report, SWA/SWV call logs and this complaint, I find the response insulting, insensitive, and totally out of touch for a company whose main responsibility should be invested in serving clients in ways that make their travel dreams come true! We did nothing wrong! We did everything we were told to do! We did everything we knew to do! To reply that I am unhappy is an understatementTo focus only on the refund and policies is an affront to my integrity and what should be company values and quality customer serviceTo reply that Mrand Mrs*** “canceled their trip” due to an illness is a blatant lie disputed in every call log and this entire formal complaintAt the very least, given the shear disappointment and harm caused, any person with a conscious in a leadership role charged with the responsibility to represent the values of the company, should understand my position10. Mr& Dr*** did not cancel the trip due to illness! Tell us why here

Revdex.com of WisconsinAttn: Mr[redacted]
Re:
[redacted]
Dear
Mr[redacted],
Thank
you for your email regarding the complaint filed by [redacted]. I am sorry he is unhappy with our service
Allow
me to first explain that every feature on a reservation has an auto-generate history
that shows any modifications or cancellations.
The histories give the time, date, and the ID number of the person who
made the changes. I can see by the
history of Mrand Mrs[redacted]'s reservation, that it was canceled by
the Customers at 5:23pm on May 8, 2014.
Being that it was originally booked at 12:50pm on May 7; the cancellation
was outside of the required 24-hour grace period to receive a full refund. On June our Accounting Department emailed
the address used on the reservation to advise the [redacted]s that we had
refunded $to the Visa account used for payment and that they had $
per person in air credits to use directly with [redacted]. They had a year from the ticketing date to
redeem the air credits. Mrs[redacted]
called us on July asking for a full refund at which time we advised her that
it was outside the 24-hour period but, again, they had credits of $to
use directly with [redacted]
When
[redacted] contacted us on April 21, to use the air credits on a
vacation package, we repeated the previous information, that they were
redeemable with the airline. At the
request of the Customer, the following day [redacted] agreed to refund us for
the tickets as a courtesy so the value could be used on another vacation
package. We advised Mr[redacted] that he
and his wife could transfer $to a new reservation. At that point, [redacted] contacted us,
wanting to use the credits that had been issued to [redacted] and [redacted]. As the rule on all airline
credits, regardless of the airline, is that they have to be redeemed by the
originally ticketed passengers, we advised [redacted] that he could not use
the credits belonging to [redacted] and [redacted].
However, being that [redacted] had already agreed to refund the ticket cost to us;
on April we refunded the Visa account originally used for payment in lieu of
transferring the funds to a new vacation reservation.
With
regards to [redacted]'s conversation with our phone agent [redacted], I have
listened to the call recording. While
[redacted] was direct in his reply after Mr[redacted] threatened to contact the RevDex.com and Attorney General's Office because we would not let him use
the air credits, I did not find that [redacted] was rude [redacted] advised Mr[redacted] of the refund after
he spoke with a supervisor and that was the end of the conversation. Mr[redacted] did not seem upset about the
reply, nor did he question the credit card refund in that call. Unfortunately, Payment Card Industry
compliance rules do not allow us to refund in any form other than that originally
used for payment, regardless of whether the account is closed or paid off.While I appreciate that Mr[redacted] is upset with our decisions, I cannot comply with his request for a credit to be used for his vacation. We have already refunded the credit card used for payment. Further, we advised Mrand Mrs[redacted] of the rules of the airline tickets at the they booked on our website and at the time we did their land refund. We were unable to transfer the air credits to [redacted] so we did the best thing we could by refunding them. Sincerely,
SOUTHWEST
AIRLINES VACATIONS
Operated
by The Mark Travel Corporation
[redacted]

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normaltext-autospace:none">
RevDex.com of Wisconsin
Attn: Mr[redacted]
Re: ID [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.
Please be
advised that the refund in question was processed on our side on May 13, two days before
Mr[redacted] submitted his inquiry with your office. I apologize for the delay but this customer's
airfare was actually not refundable. He
was quoted the policy incorrectly and there had to be some additional review of
the flights, thus causing a small delay in completing the refund.
While I
appreciate Mr[redacted]'s request to have the cancelation penalty waived, as we
have already honored our error and refunded a non-refundable airfare, we are
unable to reduce the cancelation fees. However,
if he is interested, as a courtesy for our delay I would be happy to issue a
$MGM Resorts Vacations' Travel Credit with a two year expiration
date. It would be redeemable on a future
air-inclusive vacation package. Mr
[redacted] can email me directly at [redacted]
if he is interested in the Travel Credit.
Sincerely,
MGM RESORTS
VACATIONS
Beth R[redacted]

We agreed to apply the [redacted]'s Travel Credit to a reservation they have for travel in April, made with our sister company.  We are therefore considering this matter resolved.    Beth [redacted]

Thank you for forwarding Mr. [redacted]’s complaint and for your patience in waiting for my reply.  I am sorry this customer’s experience with our company did not meet his expectations.   Before I specifically address his concerns, allow me to explain that MGM Resorts Vacations is a tour...

operator.  We are contracted by MGM Resorts International to combine airfare from multiple companies and optional land features with MGM Resorts’ rooms.  We do not own or operate any airline, car company or activity provider.  We simply have the ability to offer those services as part of a vacation package.  For the majority of the service providers, that is accomplished when our system accesses their system and pulls through a rate.  If there is some issue with the pricing or inventory on the side of the supplier, we will get an error message when we attempt to finalize the reservation.    In the case of Mr. [redacted], he initially tried to book on our website on April 26 with Delta flights and was unable to complete the transaction.  When he called us we ran in to the same error.  We could see that it was related to the flights.  We temporarily built him a reservation with a different air carrier, advising Mr. [redacted] that we would have to have someone from our airline ticketing team look at it the following day to see if there was a way to get the flights he really wanted.  We specifically told him that we could not guarantee the rates he was seeing would be available because, again, we do not control the inventory on any airlines’ website.  The morning after that conversation, an agent from our airline ticketing team was able to manually add the flights; but they were $53.31 more per person.  While we do indicate in our Terms and Conditions that rates are subject to change, including airfare, we agreed to provide a complimentary $150.00 airport limousine transfer in Las Vegas for this party.  Mr. [redacted] agreed to that solution and made full payment on his reservation on April 27.   On April 28, this customer called us again, stating that we had booked the number of nights and departure date.  We priced the package departing one day earlier and it increased in cost.  He insisted that we honor the original price for the new package with the additional day.  We declined that request.  Based on the recordings of our conversations with Mr. [redacted], we reiterated the outbound date of August 14 at least four times prior to taking payment.  He never disputed the date in any one of those conversations.  At the clients’ request, we canceled the reservation on April 28 and refunded him on May 1.   Again, I am sorry that Mr. [redacted] is not happy with our services.  I understand that he was inconvenienced in having to wait for the flight issues to be fixed and for that I am very sorry.  However, I feel we addressed his concerns regarding the difference in price because of the airline error to his satisfaction with the complimentary limo.  Being that he did not initially advised us the dates were incorrect even after we repeated them on several occasions, we do not feel that we were obligated to honor the original rate when he wanted to add one day.    Please let me know if you have any questions.   Sincerely,   MGM RESORTS VACATIONS   [redacted] Customer Services Supervisor

I am sorry Mrs. [redacted] does not agree with my previous reply but there is nothing in either call recording made within 24-hours of booking that refers to changing a flight.  The calls were solely related to seat assignment questions.  We have no record of this customer asking about changing a flight until we were outside the 24-hour window.  As such, the fees apply. 
[redacted]

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

Thank you for your email regarding the complaint filed by [redacted].  I am sorry she is unhappy with our services.  Mr. and Mrs. [redacted] canceled their trip due to an illness and I realize they are anxious to get a refund.  However, there are some very specific processes that have...

to be followed and Mrs. [redacted] was advised of that information.  To clarify further, Southwest Airlines contracts with The Mark Travel Corporation to offer vacation packages to their Customers.  We combine their air seats with hotels, ground transportation, and other optional land features.  When a Customer cancels, they are issued an airline credit that can be used toward a future flight booked directly with Southwest Airlines.  If a Customer wants to request a refund in place of the air credit due to the urgent nature of why they canceled, they may do so but any decisions regarding those refunds are made by Southwest Airlines.  If official documentation is submitted showing the emergency that required cancellation, we will submit what we call an Exception Request.  I understand from reading Mrs. [redacted]’s complaint and from the comments in the reservation that this Customer was originally referred from one company to another which caused some confusion.  However, even if that had not occurred, the refund for the airfare would still not be done because the exception process can take 4-6 weeks. She was advised by us that we needed to follow a process but it appears that she wanted the air refund right away, which we could not do.  It also seems that she disconnected from us more than once while on hold which meant she had to call again and start her conversation over with a new agent each time.  We refunded the land portion of the reservation on April 20.  As a courtesy to Mrs. [redacted], we offered a $100.00 Travel Credit for a future Southwest Vacations’ package.  That Travel Credit is unrelated to the actual exception procedure and was offered solely for her frustration in initially being given confusing information.  Again, I am sorry that Mrs. [redacted] is disappointed.  We will do what we can to expedite the air refund but we cannot guarantee it will be done by April 28.  Once we have confirmation from Southwest Airlines on the Exception Request we will contact Mrs. [redacted].  Sincerely,   SOUTHWEST AIRLINES VACATIONS Operated by The Mark Travel Corporation   [redacted] Customer Services Supervisor

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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before...

sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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

Please see my reply on [redacted].  Ms. [redacted] was booked with Ms. Jones who notified you that she was satisfied with my previous offer.  We are considering this matter resolved as the reply was related to both women.  The airline tickets were non-refundable from the moment these...

customers booked on our website and agreed to that policy.  The only option we are giving at this point is the offer in my response to Ms. Jones's complaint.thank you,FUNJET VACATIONS[redacted]

Thank you for your email regarding the complaint filed by Tracy [redacted].  I am sorry she is unhappy with our services.  Funjet Vacations has earned a solid reputation in the travel industry for ethical business practices, and the ability to consistently provide superior travel...

experiences to a wide variety of customers.  Unfortunately, in this instance, an inadvertent pricing error occurred in which the hotel rate was input on our website Deals page for much less than the actual cost.  We understand this situation created a frustrating circumstance for Ms. [redacted]; however, we do not feel we can honor the incorrect rate because of the considerable amount involved.  As a courtesy, we would be happy to give her a $200.00 discount if she and her husband would still like to make a reservation for Hard Rock Puerto Vallarta.  If she wants to take advantage of this offer, she can contact me at [redacted] once she has made her reservation.  I will then ask our Accounting Department to make the $200.00 adjustment.  Thank you again.  Please let me know if you have any questions. Sincerely, FUNJET VACATIONS  Beth [redacted]

Thank you for contacting me regarding the complaint filed by Mrs. [redacted].  I am sorry she is unhappy with our services. Allow me to first clarify that United Airlines contracts with The Mark Travel Corporation to provide packaged vacations for their customers.  We combine their air...

seats with hotels, car rentals, and other optional land features.  If a customer begins on United.com and clicks “Vacations”, they are redirected to the United Vacations’ website.  Once on our website, The Mark Travel Corporation is referenced in a number of different locations.  Our name is on the bottom of each screen, indicating that we are the tour operator for United Vacations and that is also in our Terms and Conditions.  Further, the Terms and Conditions includes penalty and cancellation information.  In order to complete her online reservation, Mrs. [redacted] had to click on a radio button agreeing to the Terms and Conditions.  I also verified that while our emailed confirmations do not reference The Mark Travel Corporation, the travel itinerary we sent this party about six hours after they booked does have a paragraph about Mark Travel at the bottom. As to Mrs. [redacted]’ assertion that she called us within 24-hours of booking to change her flights, we record all calls in to our reservation center for coaching purposes and we have searched for incoming calls by both the reservation number and the customer’s phone number.  We found only two calls within 24-hours of booking.  In both, the customer asked about making seat assignments.  We advised her that the seat map might not yet be available and to wait about a week.  There was no discussion about the flight times during either conversation.  We received another call on April 13 at which time Mrs. [redacted] advised us that the return flight she wanted was not showing when she made the reservation on our website but she could see it and wanted to change her reservation to that flight.  Based on the conversation, Mrs. [redacted] was clearly aware before calling us that fees might apply because she asked our agent if she could make the change without incurring a fee before our agent even mentioned there might be a cost involved. Because we only have a 24-hour window to modify a flight without a reticketing fee and she was outside that time, we advised her that it would cost $200.00 per person to make the change.  She did not want to pay so we did not modify her reservation.  In the end, we provided sufficient information on our website about The Mark Travel Corporation and the fees involved in changing a package.  Mrs. [redacted]’ request to modify the return flight came after the 24-hour cutoff so those fees apply.  Therefore, if she and Mr. [redacted] want to change their flights they will need to pay the additional amount.  Thank you again for contacting us.  Please let me know if you have any questions.   Sincerely,   UNITED VACATIONS   [redacted] Customer Services Supervisor

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

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

I reject the because the company should not be booking flights and reservations so far apart from each and I feel that since it was a mistake and the first time I did this why should I be penalized for this fully when I ask for assistance 4-5 times to hope change the reservation before close to this time.  Also I will get on voice my concerns on social media about this situation.  Thus not getting a full refund is ridiculous I will never travel nor recommend Funjet to anyone.  It does not seem like they want happy customers just money

Thank you for your emails regarding 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

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