We appreciate the opportunity given to us to reply to the complaint made by our member [redacted] to Revdex.com with regards to his experienceHere at Regal Card we strive to provide the utmost in customer service and offer a smooth seamless experience with each one of our products and services to all our membersOn November [redacted] has contacted us via e-mail to express his concern in regards to our upgrade of the lounge benefit and change of lounge providers, which under “MEMBERSHIP BENEFITS” in the Terms of Service he agreed to at sign up, The Regal Card has full right to do so“(b) TRC has the right to add, modify or eliminate any benefit or service at any time at our discretionThe Regal Card does not guarantee the availability of any of its benefits and they are all subject to change at any time without notice.” [redacted] is a member with Regal Card since November ***, He states that he has informed us “in writing” that when he purchased the Regal Card, “the purchase was being made because they offered Priority Pass Membership”The reality though is that he contacted us on October ***, expressing his interest in The Regal Card with the promotional (at the time expired) rate of $and he did not mention Priority PassPlease see the e-mail communication regarding this below: On Sat, Oct **, at 5:PM, < [redacted] > wrote: [redacted] also states that: “The Regal Card company, did, without my requesting it, offer to refund my membership fee”In reality, after assuring [redacted] that our lounge access is still available as a benefit and members will still have access to more than 800+ lounges worldwide with additional perks added to the benefit, [redacted] (on behalf of [redacted] ) send us an e-mail on November 24th stating that: “ [redacted] does not accept your changes at this point and this communication is without prejudice to his right to a full refund of any and all money paid to your company due to your unilateral changes as well as damages caused by your changes and your delay in communicating the details of your changes to us.” After which e-mail we have informed them that we will perform the requested refund for [redacted] A decision our company has agreed to in order to make our member happy, even though we are protected by our Terms of ServiceIn regards to [redacted] ’s accusation that our quotes took “extraordinary amount of time”, this is again untrueWe have the e-mail communication and [redacted] submitted two hotel inquiries on November [redacted] at 12.40PM and 4.24PM and our team responded on November [redacted] at 7.13PM and 7.35PMWe always inform our members that the usual responding time is within 12-hoursIn addition, our arrangements with the hotels provide members with up to 30% off and in the case with [redacted] inquiries, we have offered a free breakfast as wellLastly, we would like to address [redacted] ’s concern regarding the statement that “Regal Card itself does not do anything really..” which was taken out of context and refers to the physical Regal CardThe Regal Card program does indeed offer countless luxury benefits such as unlimited lounge access, premium travel insurance, personal 24/concierge, preferred rates at hotels worldwide, mileage redemption assistance and much much moreAll those benefits (as we have informed [redacted] ) must be accessed and claimed onlinePlease see below the exact wording from our original e-mail message to [redacted] in regards to him requesting shipment to a specific address: “We would be happy to ship your card to whichever address you preferHowever, we do ship it with regular mail and for deliveries outside of the US it can take 4-weeks for the Welcome Pack to arriveI would like to clarify though that the Regal Card itself does not do anything reallyIt is just for you to identify as a memberAll benefits, perks and services can and must be accessed and activated online via the Regal Card member portalMeaning that once registration is complete, you have immediate access to all benefits and perks instantly.” In conclusion, we have delivered the service promised, we have answered all his inquiries in a timely manner and we have agreed to perform the requested refund, even though we are protected by our Terms of ServiceWe always strive to put our members first and make them happy, thus we offered to refund [redacted] due to the inconveniences
We appreciate this opportunity to reply to the complaint made by our member [redacted] to Revdex.com with regards to his experience.Here at Regal Card we strive to a customer satisfaction of the highest levels, and will always try our utmost to keep our members happy.In this case though, there is nothing we could have possibly done[redacted] complains that we are 'nothing more than a [redacted] search' hence his request for a full refundThe reality though is that we are an travel membership club that delivers countless tangible luxury benefits & perks.To name a few; [redacted] is now able to access unlimited airport lounges with his Regal CardHe is also insured (and underwritten by [redacted] ) for unlimited trips for medical, trip interruption and lost or delayed baggageThen there is 24/concierge, elite status with [redacted] ***, hotel upgrades and so much moreThe claim that we are simply a [redacted] search is simply an untruthful accusation and is like saying that a BMW is just tires & not a car
We appreciate the opportunity given to us to reply to the complaint made by our member [redacted] to Revdex.com with regards to his experienceHere at Regal Card we strive to provide the utmost in customer service and offer a smooth seamless experience with each one of our products and services to all our membersOn November [redacted] has contacted us via e-mail to express his concern in regards to our upgrade of the lounge benefit and change of lounge providers, which under “MEMBERSHIP BENEFITS” in the Terms of Service he agreed to at sign up, The Regal Card has full right to do so“(b) TRC has the right to add, modify or eliminate any benefit or service at any time at our discretionThe Regal Card does not guarantee the availability of any of its benefits and they are all subject to change at any time without notice.” [redacted] is a member with Regal Card since November ***, He states that he has informed us “in writing” that when he purchased the Regal Card, “the purchase was being made because they offered Priority Pass Membership”The reality though is that he contacted us on October ***, expressing his interest in The Regal Card with the promotional (at the time expired) rate of $and he did not mention Priority PassPlease see the e-mail communication regarding this below: On Sat, Oct **, at 5:PM, < [redacted] > wrote: [redacted] also states that: “The Regal Card company, did, without my requesting it, offer to refund my membership fee”In reality, after assuring [redacted] that our lounge access is still available as a benefit and members will still have access to more than 800+ lounges worldwide with additional perks added to the benefit, [redacted] (on behalf of [redacted] ) send us an e-mail on November 24th stating that: “ [redacted] does not accept your changes at this point and this communication is without prejudice to his right to a full refund of any and all money paid to your company due to your unilateral changes as well as damages caused by your changes and your delay in communicating the details of your changes to us.” After which e-mail we have informed them that we will perform the requested refund for [redacted] A decision our company has agreed to in order to make our member happy, even though we are protected by our Terms of ServiceIn regards to [redacted] ’s accusation that our quotes took “extraordinary amount of time”, this is again untrueWe have the e-mail communication and [redacted] submitted two hotel inquiries on November [redacted] at 12.40PM and 4.24PM and our team responded on November [redacted] at 7.13PM and 7.35PMWe always inform our members that the usual responding time is within 12-hoursIn addition, our arrangements with the hotels provide members with up to 30% off and in the case with [redacted] inquiries, we have offered a free breakfast as wellLastly, we would like to address [redacted] ’s concern regarding the statement that “Regal Card itself does not do anything really..” which was taken out of context and refers to the physical Regal CardThe Regal Card program does indeed offer countless luxury benefits such as unlimited lounge access, premium travel insurance, personal 24/concierge, preferred rates at hotels worldwide, mileage redemption assistance and much much moreAll those benefits (as we have informed [redacted] ) must be accessed and claimed onlinePlease see below the exact wording from our original e-mail message to [redacted] in regards to him requesting shipment to a specific address: “We would be happy to ship your card to whichever address you preferHowever, we do ship it with regular mail and for deliveries outside of the US it can take 4-weeks for the Welcome Pack to arriveI would like to clarify though that the Regal Card itself does not do anything reallyIt is just for you to identify as a memberAll benefits, perks and services can and must be accessed and activated online via the Regal Card member portalMeaning that once registration is complete, you have immediate access to all benefits and perks instantly.” In conclusion, we have delivered the service promised, we have answered all his inquiries in a timely manner and we have agreed to perform the requested refund, even though we are protected by our Terms of ServiceWe always strive to put our members first and make them happy, thus we offered to refund [redacted] due to the inconveniences
We appreciate this opportunity to reply to the complaint made by our member [redacted] to Revdex.com with regards to his experience.Here at Regal Card we strive to a customer satisfaction of the highest levels, and will always try our utmost to keep our members happy.In this case though, there is nothing we could have possibly done[redacted] complains that we are 'nothing more than a [redacted] search' hence his request for a full refundThe reality though is that we are an travel membership club that delivers countless tangible luxury benefits & perks.To name a few; [redacted] is now able to access unlimited airport lounges with his Regal CardHe is also insured (and underwritten by [redacted] ) for unlimited trips for medical, trip interruption and lost or delayed baggageThen there is 24/concierge, elite status with [redacted] ***, hotel upgrades and so much moreThe claim that we are simply a [redacted] search is simply an untruthful accusation and is like saying that a BMW is just tires & not a car