The Mark Travel Corporation

[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 acceptable to me. 
Regards,
[redacted]

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

Thank you for contacting us regarding the complaint filed by
[redacted]. I am sorry she is unhappy with
our service.
Allow me to first explain that Southwest Airlines and
Southwest Airlines Vacations are two separate companies. As such, when a Customer contacts
Southwest
Airlines and requests a refund of airfare booked on a vacation package, we must
wait until we have the actual credit from the airline before we refund the Customer
In this case, despite the fact that
Southwest Airlines has indicated that they refunded us in May, I still cannot
see an adjustment to the airfare. Nonetheless,
we did get written authorization from the airline so the Pe's refund was done
on June 9. If [redacted] has not yet seen
the credit on her MaterCard account, she should within a few days
Sincerely,
SOUTHWEST AIRLINES VACATIONS
Operated by The Mark Travel
Corporation
Beth R[redacted]
[redacted]

Thank you for contacting us regarding the complaint filed by
Ms. [redacted].  I am sorry she is unhappy
with our services.
 
Allow me to clarify first that the cost in question is
because we were charged a cancel penalty by American Airlines for the air
tickets this couple...

reserved.  Further, we
did not promise a refund.  We advised Ms.
[redacted] that she could submit documentation from the doctor indicating that they
were unable to travel due to her fiancés injury and we would see what we could
do to assist.  We initially received
paperwork that did not state Mr. [redacted] could not travel so we could not submit it to American.  We were then
provided a new document and we are currently waiting for approval from the
airline.  Once we have further
information we will be in contact with Ms. [redacted].
 
Sincerely,
 
FUNJET VACATIONS

[redacted]
Customer Services Supervisor

Thank you for your emails regarding Ms. [redacted]’s complaint about her canceled Puerto Vallarta reservation.  I apologize for my delay in replying. Allow me first to clarify that when Ms. [redacted] made her family’s reservation on the Get Away Today website, Funjet Vacations was referenced in more than one place.  Once she chose Mexico as her destination, the website indicated that travel was provided by Funjet Vacations on the bottom of each page.  Prior to completing the booking, there was a Funjet Vacations’ Terms and Conditions.  She was required to click a radio button indicating that she read and agreed to those Terms in order to confirm the reservation.  I can also see that on April 6 at 2:14pm, immediately after the reservation was completed, we sent an email confirmation to [redacted]@sbcglobal.net.  On April 24 at 8:49am we sent a schedule change notification via email to the same address.  We received the first credit card chargeback on this reservation on April 18 and it indicated that the cardholder had filed the claim on April 14.  We were not notified any time prior to April 18 that there was a problem.  As a result of the cancelation we were initially charged $200.00 per ticket fee by Alaska Airlines so we disputed the chargeback and denied the [redacted]’s refund.  We have since been credited by Alaska so I am crediting Ms. [redacted]’s MasterCard the amount of $800.00.  She should be able to see it on the account activity in 5-7 business days. Thank you again for contacting us.  Please let me know if you have any questions. Sincerely, FUNJET VACATIONS   [redacted] Customer Services Supervisor

Thank you for contacting us regarding the complaint filed by Stephanie S[redacted].  I am sorry that she is unhappy with our policies as they relate to Erica R**’s canceled reservation.
 
We are aware that Ms. R** did not travel because she could not get her passport and we denied her a...

refund because she canceled the night prior to travel within a fully non-refundable period.  However, she filed a credit card chargeback, claiming she had never been advised by her travel agent at the time of booking what the terms and conditions of the package were.  We fought with Visa multiple times over the loss of these funds because we are generally subject to penalties charged by airlines and hotels for last minute cancelations.  This issue finally went to arbitration.  We provided emails between Ms. S[redacted] and Ms. R** but Visa would not accept them as proof because they were not signed by Ms. R**.  As a result, Visa sided with the cardholder.  At this point we are out $400.00 in airfare cancelation fees and additional costs to fight the chargeback.
 
Ms. S[redacted] is Ms. R**’s travel agent and she was responsible for providing our Bill of Rights and going over the terms of the sale.  She could not give us anything showing that the customer had signed, agreeing those terms.  As such, we are holding her accountable for the $400.00 loss on the airline tickets. Travel agencies who use our booking system, VAX, agree to the Terms of Use which says they will be liable and indemnify us on all purchases made, including but not limited to credit card chargebacks.  Further the owner of Pixie Travel has an agreement she requires that all outside agents sign, including Ms. S[redacted], stating they will be responsible for these issues.  Unfortunately, there is nothing further we can do and if Ms. S[redacted] has any additional questions regarding her obligation in this matter, she should contact the agency owner to review their agreement.
 
 
Sincerely,
 
FUNJET VACATIONS
 
Beth R[redacted]
Customer Services Supervisor

Dear Mr. [redacted],
This matter was resolved directly with our customer.
Thank you,
FUNJET VACATIONS
Beth R[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They asked for my reservation number:  [redacted]
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. The issue has been resolved. I am satisfied with the outcome.

[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]

Thank you for sharing Ms. [redacted]’s comments with us.  I am sorry she is unhappy with our services. To clarify first, only time and mileage is included with car rentals booked on our vacation packages. All taxes and fees, and optional services, regardless of the car company used, are payable...

when the vehicle is picked up.  For the car Ms. [redacted] reserved, we estimated the taxes and fees due to be $86.54 and that is all she would have been charged at the counter.  However, she chose to purchase the optional Collision Damage Waiver (CDW) for $24.99 per day, totaling $149.94.  With the addition of the CDW, her tax amount increased because all services purchased are taxed.  Her estimated total due was $276.40.  Ms. [redacted] left with the car having signed a Rental Agreement for this amount.  She decided to return the car early, with no reason other than the additional cost which she agreed to the day prior.  Upon return, Alamo actually only charged her the approximate amount of the original taxes, giving her a courtesy credit for the day of CDW that was used.  Alamo does not refund unused car days and that information is in our Terms and Conditions.  I do not see any error on the part of Alamo or Southwest Vacations.  The increased cost of the car was solely related to Ms. [redacted]’s decision to purchase of the CDW; therefore, no refund is due.  Nonetheless, as an additional courtesy I will credit this Customer $98.19 for two days of the rental.  She will see the refund on her Visa in 5-7 business days.  Thank you again for contacting us.  Please let me know if you have any questions. Sincerely,   SOUTHWEST AIRLINES VACATIONS Operated by The Mark Travel Corporation   [redacted] Customer Services Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.$100 is not satisfying after the trouble my wife and I had endured. The booking alone thru Fun Jet was over $1200. I'm requesting a REFUND of HALF of my initial spending for our inconvenience. I will NOT resolve this matter until then.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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]

The offer is too low based on the punitive loss for this poor quality vacation.  I spent  over four thousand dollars for this vacation package and based on the quality and poor customer service merits a better refund and credits toward a replacement vacation.  Their rep [redacted] told my wife kids and I it would cost us 800 per night to leave the resort and the 1,500 was not mentioned.  I am trying to be reasonable for an amount of refund.  In addition the mention of the small claims court is to be against the Travel Express for the amount difference not afforded by Funjet For this replacement Revdex.com complaint.  I do not know what other eecourse I can do to restore some of my loss after the purchase of a bad vacation and bad customer service.

Thank you for sharing the complaint filed by Mr. [redacted] regarding his wedding trip to Las Vegas.  I am sorry that he is unhappy with our services.  To clarify first, Mr. [redacted] and Ms. [redacted] initially made their own reservation on our website.  In the policy section of the...

description of Hard Rock Hotel & Casino we indicate that they require a credit/debit card authorization upon check-in for incidentals which will place a hold on funds.  Further, if the customer cannot provide a credit/debit card, we state that a cash deposit will be required.  As such, this couple should have been aware of this policy before they called us to cancel the first reservation and make a second one so we do not feel this needs to be addressed further.  As to the check-in procedure, it is not unusual for airlines to offer online check-in.  The travel documents we emailed to Mr. [redacted] and Ms. [redacted] have a link marked “check-in” just above the flight itinerary, which connects the user directly to Southwest Airlines’ website to do online check-in.  Once there, if the customer clicks “Do I Qualify for Online Check-in”, they get the FAQ pages that have more information about the fact that Southwest does not have seat assignments.  About half way down the travel documents, there is also a link that refers to EarlyBird Check-In.  The basic description before clicking the link says “Want automatic flight check-in, better seat selection and early access to overhead bins?” and then it goes on to give the customer the option of clicking a link to purchase EarlyBird.  Once accessing the link, an additional explanation indicates that EarlyBird will automatically check the Customer in for the flight 36 hours prior to departure. As to Mr. [redacted]’s conversation with Brenda, he has my apologies for his impression that she did not seem to care.  Regardless of the situation there is no reason for a team member to be less than profession when working with a customer.  Based on the information I have, Brenda did offer $50.00 per person Funjet Vacations’ Travel Credits to this party as a gesture of apology for their confusion over the check-in information.  The Travel Credits were issued on June 21 so the customers should have received them by now.   I understand that Mr. [redacted] and Ms. [redacted] may not have flow Southwest Airlines previously and we should have reviewed the open seating policy and online check-in procedures with them over the phone.  However, they also could easily have asked some questions during the call about seat assignments if they were not familiar with Southwest, or after receiving their travel documents.  As such, I cannot comply with their request for a refund of 50% of their trip.  I would be happy to increase the amount of the Travel Credits to $100.00 per person if the originals are returned to my attention at 8969 N. Port Washington Rd., Milwaukee, WI 53217.  Thank you again for contacting us.  Sincerely,  FUNJET VACATIONS   [redacted] Customer Services Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My rebuttal to the letter from the business: Quote from Mark Travel Corporation letter: “Allow me to first clarify that during the booking process for charter/value flights on our website, there is a link that says “Pre-Pay Baggage Fees and Save”. By clicking that link the consumer will find an explanation that bag fees apply and how to pre-pay those fees in order to save money.” My comment: I purchased a vacation package. My document stated - baggage fees, price- (1) Item Included. I believed that my package included the baggage fees.Quote from Mark Travel Corporation letter: “With regards to the verbiage on the finalized reservation and the Travel Itinerary, we understand that the line under “Pre-Pay Baggage Fees and Save”can cause some confusion. However, based on the instructions….”       My comment: The company agrees that the website information is confusing.Quote from Mark Travel Corporation letter: “(sentence continued from above) ….we gave while you were booking, you should have known that you did not pay for bags.”  My comment:  I purchased a vacation package. From the information your website provided I believed that the baggage fees were included in my vacation package because that is what your document said. I have attached this documentation. It states that the price of baggage is “included in the flight.”   Quote from Mark Travel Corporation letter: “I would also respectfully point out that the same “1 Item Included” statement is under the “Identification Required for Travel” link on the reservation.” My comment: I agree that this statement makes no sense! This is another example of the confusing nature of your website for your customers. I filed this complaint with the Revdex.com to encourage you to change your website to clear up the confusing and misleading information it contains. Quote from Mark Travel Corporation letter: “We obviously do not provide identification, in this case passports, so I am unclear why you understood that was not included despite it saying “1 Item Included” but you did not question how that statement applied to the baggage. My comment: I was not required to pay for having my passport with me at the airport. The misleading information on the website needs to be addressed. Regards, [redacted]

Please see reply below that we sent directly to Mrs. [redacted]:Dear Mrs. [redacted], Thank you for your email.  I am sorry you are unhappy with our website and our reply to your inquiry.  Allow me to first clarify that during the booking process for charter/value flights on our website, there...

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

Thank you for forwarding Ms.
[redacted]’s complaint to my attention.  I
am sorry she remains unhappy with our decision.  However, as we have replied to her on multiple occasions and offered her
a refund of 65% of her hotel stay, we do not feel it necessary to address this
again.  We...

have advised Ms. [redacted] that
the $2700.00 refund is our final offer.  Sincerely,UNITED VACATIONS[redacted]

The reason I asked Mr. [redacted] to forward the itinerary emails is because he said he emailed that to our agents prior to the reservation being booked so he could not figure out how we got the wrong dates.  I was not requesting it for the price.  I had already stated that we would not have honored the incorrect rate because it was an issue with Delta’s fare, something out of our control.  Unfortunately, the agent who made the [redacted] reservation does not recall giving him her email address prior to booking nor does she have any emails with this itinerary in her box from the time frame involved.  At this point, the party has made their reservation with another travel company.  We are sorry that we could not accommodate them but we feel we have communicated our position on this matter sufficiently.  Sincerely, MGM RESORTS VACATIONS   [redacted]

On behalf of Funjet Vacations,
Mr. and Mrs. [redacted] have my apologies that their August trip to Cabo San Lucas
was not everything they expected.  We
want every customer to have an enjoyable trip from start to finish and I am sorry
that was not the case for this couple.To clarify first, because...

we originally
received Mrs. [redacted]’s complaint through her travel agent, we replied to her
travel agent.  One of our customer
service specialists spoke with [redacted] on October 7.  It was not until I received the Revdex.com complaint
that we became aware that the information we provided had not been passed on to
her clients.  When we were initially
contacted about Pueblo Bonita, we forwarded the comments to their
management.  We were advised by their
[redacted] that Mr. and Mrs. [redacted] were upgraded to a Presidential Suite
on the evening of their second day.  That
coincides with Mrs. [redacted]’s description of being offered a new room on August
14.  After that, she has no real
complaints other than not having received the complimentary champagne.  The upgrade has a value of approximately $300.00
per night so Pueblo Bonito considered that compensation and did not provide anything
additional.  When we spoke with [redacted]
[redacted], we explained this to her and offered a $200.00 Funjet Vacations’
air-inclusive Travel Credit for a future trip.  Again, I am sorry that these
clients were not happy their first two days at Pueblo Bonito; however, we are
unable to refund them $2500.00.  They
stayed at the resort for five nights, using the all-inclusive amenities and
having access to multiple pools, the beach, tennis courts, spa, fitness center,
etc.  They received a substantial upgrade
and we have no record that they contacted their travel agent or our Cabo
Destination Management Company (DMC) for assistance during their trip.  If they were so unhappy that they now want a
refund of approximately 75% of their trip, they should have requested
assistance through our DMC who would have been more than happy to help them
move to a property more to their liking.  That phone number is available on all our E-Travel Documents.In an effort to resolve this, as a courtesy I will refund the
first night valued at $309.68 in place of the Travel Credit.  Upon receipt of the attached release form,
the Travel Credit will be voided and the refund will be credited to the Visa
account used for final payment on the reservation.  Thank you for contacting us.Sincerely,FUNJET VACATIONS[redacted]