Dear [redacted],
Thank you for the opportunity to respond.
As noted in correspondence with [redacted], we have cited on multiple occasions that it is the clients own responsibility to ensure that they have the correct documentation for their trip. It was noted in Ms. E[redacted]'s...
correspondence with the claimant at the time of sending the proposed itinerary and quote on August 11, 2015, that passports need to be valid for at least 3 to 6 months beyond the period of stay. That day, [redacted] signed and returned our Terms and Conditions which outlines under the Responsibility section that Key Tours are not responsible for the failure of clients to obtain required documentation. Furthermore, as included with [redacted]'s travel documents sent on October 30th, 2015, the Greece Tips page contained information under the Visas section which showed that passports should be valid for at least three months beyond the period of stay. This information was provided in Key Tours response to [redacted]'s claim which was sent on Tuesday December 15, 2015 at 12.49pm EST.
To answer a couple of points within the complaint, it was advised to [redacted] that we would endeavor to have them rebooked onto the following evening's flight without penalty due to the passengers being checked in by [redacted] staff and allowed to proceed until the point of boarding. Upon contacting [redacted], the airline denied the request to have the change penalty waived and advised that the change penalty would apply to change over to the next days flight. Once all avenues were exhausted with the airline, [redacted] was advised that the airline would impose the penalties and that this would need to be paid before we could proceed and exchange the tickets. [redacted] was presented with a payment link in which she could proceed and make payment online for the penalty.
Upon payment being received and confirmation of the passengers passport being issued, we proceeded and completed the ticket exchange. Please note that this penalty was imposed by the airline and not Key Tours.
With regards to the claim of complete falsehood regarding the review of the passport information, it should be noted that the Secured Flight Passenger Data (SFPD) which is required in order to issue airline tickets, differs to the Advance Passenger Information System (APIS). Of note, the airline must report the SFPD information to the TSA at least 72 hours prior to departure. The SFPD only requires the following information to be submitted:
Passenger full name as appears on travel document
Date of birth
Gender
Redress Number (if available)
Known traveller number (if available – at a later stage)
Passport information is not required to be entered by ticket issuers and as noted in our correspondence with [redacted], we explained that passport copies are requested for the sole purpose of entering the names correctly into the airline reservation system. This not only complies with the SFPD requirement but also prevents passengers encountering issues with the airlines at time of check in as well as TSA when going through security.
The airlines collect the passport information at the time of check in and are required to report the APIS information to US Customs and Border Protection one hour prior to the departure of flight either from or to the United States.
In closing, while we do not underestimate the inconvenience this situation caused, Key Tours reiterates our position that it is the passengers responsibility to ensure that they have the correct travel documents and therefore deny the claim for reimbursement.
Kind regards,
Michael H[redacted]
FIT Department Supervisor
While we understand and appreciate that the clients are upset at the events which occurred, the points raised in [redacted]'s response were covered in both the correspondence sent directly to [redacted], as well as our detailed response to the complaint through the Revdex.com. Ultimately, it is the clients responsibility to ensure that they have the correct travel documentation.
For these reasons, Key Tours would like to reiterate our position that we are not able to comply with the passengers requests for reimbursement of the expenses incurred.
Kind regards,
Michael H[redacted]
FIT Department Supervisor
[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:
Regardless of their "reiterated" sentiment, KeyTours is now denying responsibility of falsifying information to a customer. We were told - verbatim - by their employee Ms. E[redacted] that there were no costs associated with our flight change when we spoke with her after not being allowed on the flight 11/24. On 11/25, they held our trip hostage unless we paid the $700 change fee. Therefore, they falsely stated a price/ cost associated with a service they were to provide, and then denied us services unless we paid an exorbitant fee that was imposed 18 hours after we originally spoke to them (when they claimed no fees would be charged) and hours before our trip. This is, by legal definition, false advertising and against both state and federal law. I would also like to point out that their continued refusal to acknowledge their negligence regarding the travel documents is unprecedented in any Travel Agency I've dealt with. Their deceptive form contracts (again, an illegal tactic by law) took into account that we would follow the guidelines they set forth - which we did. In any communication before October 30, they said "3 - 6 months" for the validity of the passport. Which, time and again, we have proven we justly followed. Telling us 90 days within a 3 week time frame inevitably leads to us needing an expedited passport which is a cost we would NOT have incurred should their original statement had justly outlined the needs versus being vague and misleading. Truly, I am appalled that they are allowed to continue business practices in this manner and refuse to take any responsibility for their gross negligence of their duties as a Travel Agency. It is without question that they should continue being investigated by the Revdex.com, as they continue to deny claim and rely on fine print, misleading information and lack of common knowledge to augment their fees and services. Which, as mentioned multiple times in this second refusal of their claim, is illegal.
Regards,
[redacted]
Dear [redacted],
Thank you for the opportunity to respond.
As noted in correspondence with [redacted], we have cited on multiple occasions that it is the clients own responsibility to ensure that they have the correct documentation for their trip. It was noted in Ms. E[redacted]'s...
correspondence with the claimant at the time of sending the proposed itinerary and quote on August 11, 2015, that passports need to be valid for at least 3 to 6 months beyond the period of stay. That day, [redacted] signed and returned our Terms and Conditions which outlines under the Responsibility section that Key Tours are not responsible for the failure of clients to obtain required documentation. Furthermore, as included with [redacted]'s travel documents sent on October 30th, 2015, the Greece Tips page contained information under the Visas section which showed that passports should be valid for at least three months beyond the period of stay. This information was provided in Key Tours response to [redacted]'s claim which was sent on Tuesday December 15, 2015 at 12.49pm EST.
To answer a couple of points within the complaint, it was advised to [redacted] that we would endeavor to have them rebooked onto the following evening's flight without penalty due to the passengers being checked in by [redacted] staff and allowed to proceed until the point of boarding. Upon contacting [redacted], the airline denied the request to have the change penalty waived and advised that the change penalty would apply to change over to the next days flight. Once all avenues were exhausted with the airline, [redacted] was advised that the airline would impose the penalties and that this would need to be paid before we could proceed and exchange the tickets. [redacted] was presented with a payment link in which she could proceed and make payment online for the penalty.
Upon payment being received and confirmation of the passengers passport being issued, we proceeded and completed the ticket exchange. Please note that this penalty was imposed by the airline and not Key Tours.
With regards to the claim of complete falsehood regarding the review of the passport information, it should be noted that the Secured Flight Passenger Data (SFPD) which is required in order to issue airline tickets, differs to the Advance Passenger Information System (APIS). Of note, the airline must report the SFPD information to the TSA at least 72 hours prior to departure. The SFPD only requires the following information to be submitted:
Passenger full name as appears on travel document
Date of birth
Gender
Redress Number (if available)
Known traveller number (if available – at a later stage)
Passport information is not required to be entered by ticket issuers and as noted in our correspondence with [redacted], we explained that passport copies are requested for the sole purpose of entering the names correctly into the airline reservation system. This not only complies with the SFPD requirement but also prevents passengers encountering issues with the airlines at time of check in as well as TSA when going through security.
The airlines collect the passport information at the time of check in and are required to report the APIS information to US Customs and Border Protection one hour prior to the departure of flight either from or to the United States.
In closing, while we do not underestimate the inconvenience this situation caused, Key Tours reiterates our position that it is the passengers responsibility to ensure that they have the correct travel documents and therefore deny the claim for reimbursement.
Kind regards,
Michael H[redacted]
FIT Department Supervisor
Dear [redacted],
While we understand and appreciate that the clients are upset at the events which occurred, the points raised in [redacted]'s response were covered in both the correspondence sent directly to [redacted], as well as our detailed response to the complaint through the Revdex.com. Ultimately, it is the clients responsibility to ensure that they have the correct travel documentation.
For these reasons, Key Tours would like to reiterate our position that we are not able to comply with the passengers requests for reimbursement of the expenses incurred.
Kind regards,
Michael H[redacted]
FIT Department Supervisor
[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:
Regardless of their "reiterated" sentiment, KeyTours is now denying responsibility of falsifying information to a customer. We were told - verbatim - by their employee Ms. E[redacted] that there were no costs associated with our flight change when we spoke with her after not being allowed on the flight 11/24. On 11/25, they held our trip hostage unless we paid the $700 change fee. Therefore, they falsely stated a price/ cost associated with a service they were to provide, and then denied us services unless we paid an exorbitant fee that was imposed 18 hours after we originally spoke to them (when they claimed no fees would be charged) and hours before our trip. This is, by legal definition, false advertising and against both state and federal law. I would also like to point out that their continued refusal to acknowledge their negligence regarding the travel documents is unprecedented in any Travel Agency I've dealt with. Their deceptive form contracts (again, an illegal tactic by law) took into account that we would follow the guidelines they set forth - which we did. In any communication before October 30, they said "3 - 6 months" for the validity of the passport. Which, time and again, we have proven we justly followed. Telling us 90 days within a 3 week time frame inevitably leads to us needing an expedited passport which is a cost we would NOT have incurred should their original statement had justly outlined the needs versus being vague and misleading. Truly, I am appalled that they are allowed to continue business practices in this manner and refuse to take any responsibility for their gross negligence of their duties as a Travel Agency. It is without question that they should continue being investigated by the Revdex.com, as they continue to deny claim and rely on fine print, misleading information and lack of common knowledge to augment their fees and services. Which, as mentioned multiple times in this second refusal of their claim, is illegal.
Regards,
[redacted]