Total Advantage Travel and Tours Reviews (%countItem)
Total Advantage Travel and Tours Rating
Address: 25 - 2011 Lawrence Ave W, York, Ontario, Canada, M9N 3V3
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I paid a deposit for my friend's destination wedding which was to be held in Montego Bay, Jamaica from July 21 to 28, 2018. I paid for two people to attend, at a price of $150 each ($300 total) on December 7th, 2016. There has since been multiple travel advisories issued for that area of the country, and therefore the wedding was cancelled. I want my money back. On February 5th, the resolution they suggested was for myself and 9 other original guests to altogether go on another vacation together before the end of 2019 and our deposits could apply to that trip. Firstly, this was my friend's wedding - there is absolutely NO reason for me to go on vacation with her family members, and it is ridiculous to suggest such a thing. Secondly, multiple governments have explicitly said not to travel to Montego Bay, and multiple travel companies including *** and *** have been providing refunds to individuals whose flights were booked before these advisories took effect. There is no reason why *** and this travel agency cannot do the same. When I spoke to *** - after trying to get somewhere with ***, who I assume is his assistant due to the way he just handed me off to her when he found out about the issue I was calling about - he had no inclination to help, and when I said I was going to contact the Revdex.com, he rudely said "you go ahead and do that miss." I have never had such disrespectful interactions from an individual whose main job is to provide a service. This whole experience is absolutely unacceptable. I work part-time in a customer service position at a retail store, and would be fired if I ever spoke to a customer like that. Also. I am a student, and can't afford to have lost $300 due to things out of my control.
I would like a full refund of the two deposits I paid in the total amount of $300. I understand the agency is under pressure from ***, but believe the resolution they have is absolutely ridiculous to suggest to someone like myself who is not a family member. If a refund cannot be managed, I would accept a credit towards any trip but without the restriction of having to go with 9 strangers. The deposits I paid for were for myself and one other person, and I will not accept a requirement for me to travel with anyone more than that person.
Our agency has been in business for 22 years, and specializes in Destination Weddings. Our legacy and our reputation are built on courteous customer relations, and we expressly deny the Complainant's allegations of rude and disrespectful behaviour on our part.
As to the specifics of this Complaint
i) In 2016, we booked the arrangements for a July 2018 Destination Wedding in Runaway Bay, Jamaica, for the Bride and Groom;
ii) The flights to the Destination for all in the wedding party, and the guests, were to be provided by ***.
iii) All guests who booked (including the Complainant) paid to us a $150.00 per person deposit, which was clearly stated to be non-refundable.
iv) In July of 2017, the Bride asked about cancelling the Destination Wedding, and was reminded of the non-refundable payments that would be lost by the approximately fifty people who had by that point paid. She resiled.
v) In September of 2017, she asked about a possible switch of hotel (but not of destination) but was advised that this was not possible without a price increase, due to the different quality of hotel. She resiled again.
vi) In January of 2018, she decided not to proceed with the Destination Wedding, and we advised her that all who had booked would lose their non-refundable deposits. With knowledge of that fact, she nevertheless cancelled the Destination Wedding.
vii) We were however able to intercede with ***, who agreed to provide to each of the affected guests a voucher on ***, valid until December 31, 2019, for the $150.00 amount of each's non-refundable deposit.
viii) Contrary to the Complaint, there is no obligation to travel with other wedding guests in order to take advantage of the *** vouchers.
ix) Contrary to the Complaint, government advisories regarding travel to Montego Bay --- which is approximately ninety miles from Runaway Bay --- were not the trigger for the cancellation. Rather, it was the Bride's decision to abandon the Destination Wedding after her period of extended ambivalence.
x) Based on the above facts, we believe that our agency has complied with its legal obligations and, indeed, gone beyond them, by arranging for the airline vouchers, dollar-for-dollar, for the money lost by the Complainant and the other guests by virtue of the Bride's decision.
(The consumer indicated he/she ACCEPTED the response from the business.)
Firstly, the second travel agent who helped was quite rude, but I will ignore the business' denial of that because at this point it no longer matters to me. Secondly, I was unaware of the bride's multiple attempts to change/cancel the wedding, and I don't see how that should affect me, as an attendee of the wedding. In response to point viii from the business, the first representative I spoke to said I had to travel with other guests, and when I sought clarification, she confirmed that I completely understood that requirement. It was within hours after my complaint was filed with Revdex.com that the bride informed me of the altered resolution that we no longer needed to travel with other guests. In regards to point ix, I don't believe the business has any right to state the reason as to why the bride cancelled the wedding was for any reason other than the emergency, regardless of her previous inquiries about change or cancellation. I am content with the resolution of the travel voucher, and appreciate the business to have arranged that for myself and the other guests, but wanted to clarify the multiple false points and assumptions the business is making. Thank you for your time.