The Travel Center

August 3rd, 2015
After reading through the complaint submitted by [redacted] we will do our best to answer all issues that have been raised through the complaint.
To begin it seems that [redacted] is referencing a completely different company stating that not only has she paid a...

large sum of money but that the large sum of money was to cover and pay for her vacation. [redacted] references [redacted] Travel and at this time we can only assume that this is the company she is referring to having paid a large sum to as well as the company that told her she would pay these funds and the vacation would be paid for. At no time do we here at the Travel Center sell or advertise any vacations or promotions, so this could not have been our company that would have given her this information. If [redacted] had questions pertaining to this information or pertaining to the fact that she would not be paying any further funds than we can only say that we are confused because on the documentation called the "Booking Information Needed" form that [redacted] signed and returned to our company on 6/4/2015 it specifically states the following: "Please remember that 90 day advanced notice is required for all vacations. The advanced notice time does not start at time of sale, it starts after you receive your travel documents and codes from the Travel Center and you contact the booking company. The Instructions will be located in your next step. Please remember that no destination or date is guaranteed and no vacation is booked until you receive your official travel documents and itinerary from the booking company. This promotion is for non-peak season travel (including 7 days before or after any major promotional travel holiday) with Tuesday and Wednesday departures. The travel time and departure dates may be bypassed with the knowledge that this violates your promotional offer and will subject you to a possible surcharge.”
On this same document [redacted] violated the following promotional terms and conditions;
Requested peak season travel
Requested peak fly day
Did not provide 90 day advanced notice
Requesting a specific hotel which is not a promotional offer
Requesting a specific Airline which is not a promotional offer
This document has been copied, highlighted and included for your convenience. Unfortunately at this point with all of the following information provided we cannot grant [redacted] request for a refund. We see no evidence that [redacted] could have possibly not known about the promotion and if there was any confusion [redacted] could have contacted our customer service department for further explanation. Once [redacted] sent in her "Booking Information Needed" form to be processed and we sent [redacted] the codes to book her vacation with her booking company on 6/17/2015 she was no longer eligible for a refund. This information was also stated on the same "Booking Information Needed Form" that [redacted] signed and returned to our company on 6/4/2015, it states the following:
"Once travel documents and booking codes are ordered and purchased by the Travel Center at your request, there cannot be any refunds of any fees collected by the Travel Center.” This information has also been highlighted on the included document for your convenience.
Once again, at this time we unfortunately can provide no refund for [redacted], this means that at this time our business with [redacted] is concluded. We have performed all duties that we are obligated to perform by sending [redacted] the codes to use to book with the booking company, at this time if she has any further questions she must first close this complaint. At the time the complaint is closed the hold will be taken from her file so that she may be provided assistance. Once this action is completed [redacted] may call the customer service line at [redacted] or she may email Info TravelCenter@[redacted].com to have any desires questions answered.
Sincerely,
The Travel Center Staff

August 17th, 2015
Dear [redacted],
After reading the letter that [redacted] has sent to your office We have the following response to the issues that have been brought up. It seems that the first issue [redacted] is having is that he believes that our company is the same company that conducted the seminar that he went to, this is not the case so we cannot speak on any information pertaining to the seminar that he attended. The first contact that we here at the Travel Center had with [redacted] would have been when he sent his activation to our company to begin the booking process of his promotional vacation. The next issue that it seems [redacted] is having is that at some point he was brought into the process with the misunderstanding that he was to pay only $200.00 for his promotional vacation, unfortunately we cannot give any information on how he Would have Come to this conclusion because nowhere on the documentation that he provided to our company does it state that he would be responsible for any certain amount. In fact, On the voucher that [redacted] returned to our company on 6/26/2015 for activation it states the following: "Travelers are responsible for all government taxes and booking fees. Taxes and fees for the bonus vacation depend on the length and season of travel and will be paid directly to the travel provider." This information specifically states that there is no current knowledge of what those fees will be and that the information Will be given at a later date upon booking the vacation. If there was a miscommunication at some point or a misunderstanding of this information or even any confusion [redacted] should have and could have called the customer service number that is not only located on the voucher but also on multiple areas in the confirmation email that he is sent after activating his voucher. This quoted information has been highlighted on the copy of the document that he returned to us, this document has been included for your convenience.
The next and final issue that [redacted] seems to have would be that he did not want to send another fee into our company, it seems that [redacted] did not fully read the documentation that he was sent because that $50.00 fee that he is referencing was not being asked for by our company nor was it to be sent to our company here at the Travel Center. The $50.00 fee that [redacted] is referencing was to go to his booking Company as a registration fee/deposit towards the taxes for his vacation so that he may begin the booking process with them. At this time if [redacted] was confused about this information even though it had previously been given to him on his Voucher letting him know that he would be responsible for taxes and fees, he should have contacted the customer service number provided on multiple documents.
At this time we do take note that [redacted] would like a refund, unfortunately due to the fact that all of the information was given to him previous to him beginning the process and the fact that he has signed a document called the "Booking information Needed" form stating the following: "Once Travel Documents and booking codes are ordered and purchased by the Travel Center at your request, there cannot be any refunds of any fees collected by the Travel Center" We must decline his refund request. Due to his acknowledgement that the booking company is requiring the $50.00 deposit for him to continue we know that he has in fact received the booking codes via email that were sent to him and has entered them into the booking companies system. This means that not only has [redacted] received the codes that were sent to him but he has used them.once again, We are sorry that [redacted] is dissatisfied with the process, unfortunately we here at the Travel Center cannot make sure that each and every customer reads documentation before making the decision to sign and send it to our company. The best we can do is provide a customer service number that is available with representatives to answer any and all questions a customer has, Sincerely, The Travel Center Staff.

After reading [redacted] letter and going over the documentation enclosed it is clear that [redacted] cannot understand. The Travel Center does not book travel. The Travel Center does not hold presentations. The Travel Center does not advertise. The Travel Center does not book travel. The Travel Center has not collected any money from [redacted]. The case was closed on April 13, 2014. It is clear that there are no additional concerns since all the documentation is still for other companies and not the Travel Center. Even the payment was for another company as proof [redacted] provided.
Please look at the copy of the check enclosed it clearly said it was made payable to: FUN TIME not the Travel Center. Nowhere on the documentation provided from [redacted] does it state the vacation is FREE it actually states: "Travelers are responsible to pay airline taxes, booking fees, meals, tips and gratuities. The Travel Center does the telephone customer service for the booking company since it is an online service the Travel Center is not Fun Time. The Travel Center knows the guidelines and restriction for the company booking sites. 
I do not know how to make it any clearer to [redacted], also on Step 4. Of the document he provided it covers: “The Travel Center and its vendor's partners accept no responsibility for any verbal or written representation made in conjunction with this offer by any distributor or agent other that those included in this offer”. It is clear that [redacted] is upset with the company that put on the presentation that sent him to Eagles Fly Away that sent him to Fun Time. That document was produced by one of the other company's this is not a Travel Center product. Since the Travel Center did not collect any money from [redacted] no refund can be issued. No further correspondence is required from the Travel Center.
Sincerely,
The Accounting Department

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  
Here is a email requesting a refund from the defendants refund department.
---------- Forwarded message ----------From: "[redacted]Date: Mar 27, 2015 1:13 PMSubject: RefundTo: <[redacted]>To whom it may concern : My name is [redacted],  i was told by [redacted] to contact this company for a refund. A check submitted by me in the amount of $138.00 was endorsed on 12/17/14 for an activation fee. However, due to a misunderstanding and financial difficulties I am not able to take a trip that were promised to me and my husband for free. Thank you for your cooperation. Sincerely [redacted] 
[redacted] 
[redacted]2:29 PM (21 minutes ago)Hi [redacted]: I receive your email in regards to my refund from [redacted]. On 3/23/15 [redacted] sent me a email stating that I had to contact [redacted] to request my refund. However today I receive a email stating that I have to contact [redacted]. I truly believe that the defendants are playing games with me as the numerous emails I have forwarded to you between me and the defendants shows. Thank you for your support. Sincerely [redacted]

June 24, 2014
Dear [redacted],After reading the letter to your agency from **. [redacted] and pulling his file these are the steps that have been taken.Due to **. [redacted]’s personal threats to me and my family because of his lack of being able to follow directions this...

matter has been turned over to my attorney. No further correspondence is required from this office concerning **. [redacted] all matters will be handled by my attorney.**. [redacted] Attorney at Law [redacted], Maryland [redacted]Sincerely,

July 28, 2014
Dear [redacted],After reading the letter and pulling [redacted]'s file this is the information I have. In [redacted] letter he is requesting a refund of $900.00. This amount was never paid to the Travel Center. [redacted] will need to go back to the company that...

those funds were paid to.On March 11, 2013 [redacted] sent in a payment of $138.00 to the Travel Center on or about March 18, 2013 the booking information sheet was faxed to our office. On March 29, 2014 the booking documents that were ordered from [redacted] was sent via certified mail. I have provided proof of delivery from the post master that the item was delivered on April 1, 2013.Our records do not show any correspondence from [redacted] until May 15, 2014. I can only guess that [redacted] called our office and requested another booking company since I am sure the first booking company voided his vacation documents. I have enclosed the signed booking information request form from [redacted] that states our refund policy. He must have spoken to one of our Managers that sent him a peak season email giving the guide lines to the restrictions on travel booking dates. [redacted] has not responded to the peak season email so that we can give him the access codes to go on line and start the booking process. Please keep in mind that the vacation that was mailed to [redacted] has expired we were attempting to help [redacted] to take the vacation of his choice.
On July 17, 2014 [redacted] called our office and was complaining about the first booking company [redacted]. My customer service representative was attempting to make sure he understood the online process but [redacted] kept interrupting the agent with complaints about the first company. We are [redacted] and we are not the company that sold [redacted] anything. The Travel Center does not advertise, sell or promote anything the clients contact us for our services. We make every attempt to insure the clients understand the booking process via the signed documents I have provided and the online booking site.
So please send this complaint sent to the company that [redacted] paid the $900.00 to. Since  the Travel Center has made every attempt to get [redacted] to a booking company for the vacation that can be done on line. If [redacted] requires our office to resend the peak season letter again please instruct him to call or office or email us at info [redacted] to start the process again. Since the Travel Center has offered the vacation of his choice no further correspondence is required from the Travel Center.Sincerely,
Donna
Comptroller

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:There is nothing else to be done with this complaint, although I am not satisfied with the response.  The Travel Center referred me to [redacted], which is where I mailed our $70 deposit.  They are the "processing center," according to The Travel Center.  The two businesses share the same address, and are, I think, part of the same business operation.  The Travel Center uses false advertising to get 
travelers to think they can receive the free airline tickets   I already indicated what that advertising was in my earlier complaint.  Then the traveler sends in the deposit to [redacted].  Once the quote for the price of the tickets has been made, which is in fact the same price as one can find online, the deposit will not be returned.  I had emailed [redacted], as directed in the letter The Travel Center sent to you, and [redacted] responded with an answer saying that they would not return the deposit because we had already received our quote for the price of the tickets.  They are correct in that this "no-return"
policy is stated on the form we completed with our deposit.  
So we will not have our deposit returned, but our complaint is more about the operating policies of these two entities than it is the loss of the money. They conveniently are two businesses operating as one, so that the Travel Center can then refer complaints to [redacted].  [redacted] had 44 complaints about these businesses the last time I looked, and I noticed that there were other business names used in association with The Travel Center, as well as other locations for [redacted], so my conclusion is that there are a number of complicated business set-ups to lure travelers into these schemes.
I consider this issue closed, so perhaps I should have checked "accept the response."  I checked the other reply because the whole response, and that of [redacted] is such an unacceptable business response and procedure.  Thank you for your time in this matter.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Donna and Katy are the same person once she told me she is Donna than Katy but voice was the same.
I used to be a conductor of a symphony orkestra .
Donna is a criminal just read people's complains. 
Donna told us cruise is free except fees and we send her printed voucher as she instructed.
At the end we needed to pay more $600 than if we would buy from ligal travel Agent.
It is a scam.
please do not give up on Donna criminal activity 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I had heard they normally say they don't issue refunds, so I was getting as much back as possible but unhappy that they charged $100 for doing nothing except cashing my checks. They should have issued a full refund. This company has screwed a lot of people and I didn't hear about it till after I sent checks and the lies started from what I was told in the beginning...
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 NOT satisfactory to me. 
I gave them $196.00 and have not received any services from them.  They want to say I filled out the paperwork incorrectly or that the other company tried to schedule a vacation, both of these claims are wrong.  I received a full refund from the other company.
The Travel Center has no reason or claim on my $196.00.
What is the next step?
Regards,
[redacted]

May 19, 2015
Dear [redacted],
After reading the complaint from [redacted] and reviewing the email correspondence that was enclosed I wish I could answer her question as to why the quote changed. I can tell you that prices sometimes change due to availability. The booking companies we...

use are not dishonest they do not mislead customers they can only give the price that the hotel, airline or cruise ship gives them. I truly wish I could answer the question better but I just can't.As to the refund request of $50.00 I can override the refunds department decision and give [redacted] the refund she is seeking. Please have [redacted] send the refund request to TCWWCustomerService@[redacted].com and have her place my name Donna, and my position as comptroller in the email and this will by-pass that department's earlier decision. Please have [redacted] place her current mailing address in the email this will speed up the process and I can process the refund immediately. I am truly sorry that this has happened and we were unable to get her vacation booked for her.
Sincerely,
The Accounting Department

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:----Original Message-----From: [redacted] <[redacted]>To: [redacted] <[redacted]>Sent: Fri, Aug 22, 2014 3:21 pmSubject: comlait#[redacted]
Dear [redacted]: Thank you very much for your prompt response about my complaint.
I got a rude message from Travel Center that my travel arrangements stand null and void.
This is quite to the contrary to the response of Donna the comptroller of the Travel Center that you very kindly forwarded me.
 Would you be kind enough to have Donna communicate with me at my e-mail id so we can get this resolved.
I normally do not get attracted to such ads on the web,however a friend of mine recommended me.I have paid the Travel Center $560 so far and have nothing in return. I can easily forgo this amount,however we live in US of A and the citizens of this great country should not be taken for a ride.
I will look forward to your response
With Kind regards
[redacted],[redacted]
[redacted] 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I'm sorry,but they are not telling the truth.I have tried to contact them both thru phone and e-mail with no response from either. I will close this complaint and try again to contact them and see if I due indeed get a response , if I do not get in touch with them would you like me to contact you or not? I personally do not believe they will talk with me.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Check # [redacted] in the amount of $50 dollars was paid and cashed by [redacted]. Please see attached pdf.
Regards,
[redacted]

August 17th, 2015
Dear [redacted],
After reading the letter that [redacted] has sent to your office we have the following response to the issues that have beenbrought up.
As we read through the letter from [redacted] it seems that unfortunately we cannot address the...

issues that she has broughtforth including her desired outcome. Unfortunately [redacted] has not paid the Travel Center any funds. At this time the onlyassistance that could be provided to [redacted] would be information on the company that she has paid so that she may contact thempertaining to a refund. To give [redacted] this information this case must first be closed so that our customer service department mayassist her. Please be sure to have [redacted] first close this case against our company and contact the customer service line at [redacted] so that she may be assisted.Sincerely,The Travel Center Staff

March 6, 2015
Dear [redacted],After reading the letter and pulling [redacted]'s file this is what was found. The package was purchased from First Select Travel not the Travel Center. On the signed document that [redacted] mailed to the Travel Center, that ware sent to [redacted] from FST 5400...

that said document covers "The Travel Center is only responsible for providing you with the proper vacation vouchers, and is not responsible for the sale or advertisement of this product. If you have any questions regarding the purchase of your vacation program please contact the company that you purchased it from". This was mailed to the Travel Center with the activation fee. This document should have told [redacted] that the Travel Center did not sell the product that was purchased that she is clamming that the Travel Center sold her.The second document was faxed to our office and it states “This promotion is for non-peak season travel (including 7 days before or after any major promotional travel Holiday) with a Tuesday and Wednesday departure. The Travel time and departure dates may be bypassed with the knowledge that this violates your promotional offer and will subject you to a possible surcharge". It also covers the same acknowledgement that the "Travel Center is not responsible for any advertisement of the product you purchased or written and verbal agreements made by the company your purchased it from. If you have any questions about the package please call that company. Some vacations are for two travelers only. Additional passengers can be added at the time of booking for some vacations. Any problems or complaints between you and the Seller I promotional company regarding other promotions not contained in your promotional brochure must be addressed with the seller / promotional company only, and are not the responsibility of the Travel Center." Since the Travel Center has no knowledge of what was purchased or what was included in the purchase [redacted] needs to take the issues in this letter to First Select Travel for them to rectify. Also [redacted] is familiar with the cruise line schedules this document with at Tuesday or Wednesday flight departure should have thrown up red flags to [redacted] since the company that sold the package included airfare. The Travel Center can only offer what the booking companies have on their discount website since we do not book the travel.The next document enclosed is the Vacation Reservation Center request form. Please not the additional comments requested provided from [redacted]. She is acknowledging that the request is under the 90 day window and requesting two cabins not one. This is not within the restrictions or the guidelines of the Vacations that the Travel Center's booking companies offer. The booking company's only give quotes for what is requested. [redacted] states that the airfare is free in her letter but expects to pay taxes. So any payment means that it is not FREE not to mention that she is adding additional travelers and cabins to the reservation.
With all that said the Travel Center cannot book travel as stated on the signed documents from [redacted]. The request is for the travel that was purchased to be honored. So [redacted] will need to go back to the company that the vacation was purchased from to achieve her request for that said company to book her travel needs. Since all the documents that [redacted] signed clarified these detail along with the Travel Center cannot issue a refund once the online booking codes have been issued and paid for from the Travel Center the quote has been received. [redacted] has a year from that date to submit other quotes to the vacation booking company. Please direct [redacted] to the company that the purchase was made from to achieve her request and vacation.Sincerely,Donna
Comptroller

February 12, 2014
Dear **. [redacted],
In response to a letter our office received concerning a **. [redacted]. In pulling **. [redacted] file and going over the records and her complaint this is what was found. On or about July 17, 2013 **. [redacted] signed and faxed over the...

Booking information form and the customer notice to our office. On the booking request form we ask the question “Do you plan to use you Air Voucher with this vacation? If yes it will be mailed to you certified mail and you contact the Air Provider for details. The air voucher may or may not be able to be used with some of the vacations offered.” This is on the form for several reasons since we are not the booking company we do not have access to their inventory. It also depends on which state the customer is flying from and the dates they wish to travel as to the accommodations requested. On that same form it states the refund policy that once the booking vouchers are ordered and issued no refund can be provided by the Travel Center. Especially if the vouchers have been damaged, written on or registered with the booking company or have expired. The product has been used that was purchased from the Travel Center per **. [redacted] request .If it has not been used, damaged or written on **. [redacted] can send the refund request to and that department will respond with further instructions.
On November 20, 2013 we mailed **. [redacted] extension stickers for her booking vouchers per her request. The vacation vouchers must not have been registered with the booking company within the time frame indicated on the booking documents. This is the last correspondence we have on file for **. [redacted].
I wish **. [redacted] would have gotten the name of the employee that was rude to her from The Travel Center. We do not have any Secretary’s here and all refund requests are done via email only. **. [redacted] may have gotten the companies confused. Ail refunds are handled case by case I cannot answer or respond to the other company’s refund procedures. The Travel Center is not in any partnership with any other company. On all of our documentation it clearly states that we are not the company that sold anything and we refer all customers back to that company since we do not know what customers have purchased.
Sincerely

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because they are not...

accepting any responsibility and they are only offering a partial refund.  Please see the attached document for more detail.
Regards,
[redacted]

After reading Ms. [redacted] letter and pulling her file this is what was found. In Ms. [redacted] letter she states she paid the Travel Center $420.00 that payment was not made to our company. The only payment we received was mailed into our office from Ms. [redacted] on November 13, 2014 check # [redacted]...

in the amount of $276.00. I would suggest that Ms. [redacted] look at the check for $420.00 and $210.00 to see to whom it was made payable to since it was over the telephone. Here at the Travel Center we do not accept or process telephone payments. We also do not have sales people nor do we have extensions in our office and I have never heard of a Xavier.As Ms. [redacted] stated in her letter our office attempted to explain that the refund she is seeking cannot be refunded by the Travel Center since our office only collected $276.00. Here at the Travel Center we do not sell, promote anything. I am sorry that Ms. [redacted] does not remember to whom she paid the money to. The Travel Center offered her a partial refund of the fees we collected. Ms. [redacted] has turned down the partial refund from our company in hopes of receiving a refund that was not paid to our company.Please have Ms. [redacted] file a complaint with the company that those fees were paid to. The Travel Center cannot be expected to refund money that was not paid to our company. Since a partial refund of $176.00 was offered to Ms. [redacted] in good faith when in fact the documents that Ms. [redacted] signed it states that The Travel Center does not give refunds once codes are issued. In Ms. [redacted]'s letter she states her code was received.Once this case is closed and Ms. [redacted] responds to the email accepting the partial refund one will be issued. Until this case is closed and the partial refund is accepted her file is put on hold. No further correspondence is required from the Travel Center since the refund was offered but rejected.Sincerely,
Donna
Comptroller

To Whom It May Concern,
I want to drop the complaint I have filed against this travel agency.  The agency has been in contact with me and all issues have been resolved.  Please remove my complaint from your file.  
Thank you for your help with this...

matter.
[redacted]