Travel by Jen

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have now emailed my travel agent Malik H[redacted] 3 times, finally got an out of office reply, then emailed the main contact email on their website and still have not gotten a response.  Trying to call this agency is very difficult to actually reach a person! I was unable to make voice call while on the trip because I was in another country and only had access to wifi to use the internet and email.  I would like THEM to contact me so that I do not waste any more time trying to reach them.  They can reach me at ###-###-#### or email me at [redacted] as soon as possible please.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The client called our office to book a vacation package. We offer a large number of hotels that vary in stars from 2.5 -5 all with different amenities and prices. Our agents will find a resort that best fits each client within their budget, but I believe this client called about this specific...

resort because of an advertisement we were running. Information on the resort are given at the time of booking, but all clients are responsible to research the resort themselves prior to booking because each resort has different features and amenities. Just to clarify they received an itinerary/invoice at the time of booking and filled out the electronic signature form that day agreeing to details of the trip, terms and conditions, and acknowledging that the package is non refundable. It is the travel documents do not get sent until 2 weeks prior to departure. The cost of the package was $2066 total which includes the roundtrip airfare of $864 and the round trip transfers of $100 leaving $90 per person per night that they paid for the all inclusive resorts. that includes meals, drinks, snack, tips and non motorized water sports. All services were pre paid in full and non refundable. Even if those services go unused. However, we contacted the resort and asked for an exception on their behalf and we were offered a $150 per person refund which I passed on to the client.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I understand, however from your refund we received only the agent fee which is only $354.85 and as I know the refund was done on 06/**/16 almost a week ago, and I haven't get the 708.85 so I am sorry but I am concern about that too, and also I would like to request to hear the phone call recording please, and at last I would like to know how much will be the airline refund credit, how long will take to get it  and what is the using terms on that?
Thank you 
[redacted] 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The person who is filing the complaint purchased a non refundable package on 3/**/2014. in April we received a call that he would no longer be traveling since he was divorcing the person and his wife (ex wife) would be traveling with someone else. He filled out and signed the cancellation...

form stating he understood that this package was non refundable. We gave him his ticket number and told him to contact JetBlue directly and he had one year from the purchase date to use the ticket. He sent an email on Friday saying he was unable to use his credit. [redacted] immediately called JetBlue to see what was going on. Jet Blue said unfortunately the credit is past one year so he could no longer use it. [redacted] spoke with several supervisors trying to get the credit extended, but unfortunately there was nothing that JetBlue was willing to do. SO to recap - Chris cancelled himself off a non refundable package, agreed to those terms, was given a credit with the airline, and let the credit expire. Feel free to let me know if you need me to provide any further information.  Please let me know if you need me to provide the signed form.

Dear [redacted], 
     When a reservation is made through our office, the passengers receive an itinerary withal the details of the reservation that was booked. They are required to go over the information and make sure it is all correct. They...

also receive a form that requires an electronic signature approving all the details, which these clients filled out and sent back to our agency.  The package they booked and paid for was only an 8 night vacation, and due to the error in the air it became a 9 night package. Had they looked over the itinerary when it was initially sent and noticed the error then we would have been able to adjust the air to the correct date. Since the error was not noticed till they were already in destination we fixed this the best we could which was adding the additional night at no cost to the client.
    As soon as the passengers notified us of the issue, which was 9 am on 5/**, we immediately began trying to rectify the situation. By 11:38 am that same day our company had added on an additional night and absorbed the cost. The package they booked and paid for was only an 8 night vacation, and due to the error in the air it became a 9 night package. The clients did not contact us upon their return to inform us that the card was charged directly by the hotel. We are in the process of checking with the hotel to see what if anything was put on their credit card. If they were in fact charged for the night, we will have the hotel issue a credit and bill us directly as they were instructed to do in the beginning. I am including the electronically signed form from the passengers approving the itinerary that was booked. Please feel free to let me know if you need anything else from me. Thank you.

I have some additional information and support for the above referenced  complaint. The passenger claims that the form she singed did not say anything referencing dates: “"electronically" sign a paper, which I read and there is no information on this regarding the dates of the trip.”
 
I will email over the singed form again and please reference the 2nd page where it says :
 
I have agreed to the terms and conditions of TravelbyJen.com. All the
information provided on the confirmation is correct (names, dates, price,
etc). If you are interested in any trip insurance, you can find out more information by
information by clicking on the link: [redacted]
 
I am also including the bill from the hotel that shows the only charges they were responsible for was 2 spa treatments and a meal.
Please feel free to let me know if you have any other questions. Thank you.
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

They are very unprofessional and used their American Express credit card for our airline ticket shutout our permission and charged us separatetly therefore we could not use our free bag usage by our mileage credit card and charged for our ticket. Also they are not reimbursing us for all bagged charges we had to pay at airport.
The hotel reservation was disaster as well and they caused us so much problem and trouble in Jaco Beach Costa Rica.

We have to go to court I Gus's to resolve for our money because they want to give us voucher for future trip. We don't trusted anymore, specially the Travel Agent Theresa Santoro.

[redacted] from "Travels by Jen" was a big help and we had a great vacation, thanks to her!
Their flight choices were limited and had multiple stops, so we decided to buy tickets outside of the package, but the hotel choices and recommendations on locations were priceless. Even locals in Costa Rica were surprised by our "smart choices what to visit". :)
Thanks, [redacted]!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I will accept the businesses response once the check is recieved. Thank you
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
We apologize for the hold times. Due to the response of this sale our agents have been working overtime as well as we have added more staff to avoid this issue as best we can.
Since we can not rush our agents who are currently helping someone, we can not avoid a hold time completely and...

just ask for everyone's patience while we work through the calls.
If this person is interested in redeeming the [redacted] they can contact us and depending on the sale we can honor it. We would love to work with them and once again apologize for any inconvenience.

We have tried our hardest to help by getting in touch with the supervisors of the tour operator and the airline. We will NOT refund the $14 because again this did not go to our agency, which was verified by United Airlines, to both us and [redacted]. If she would like her $14 she needs to contact the company that received it.
Also - we will not reimburse for fees imposed by another company and per our terms and conditions we are not liable to do so. I hope the Revdex.com can see that we have done all we can to help.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The company has not offered compensation from a sale that was falsely represented. [redacted] has only focused on the details of the hotel "not meeting our expectations" when it was more than the hotel that was the issue. Even the actual location in the Dominican Republic was misleading, the ad mentioned two locations Santiago and Puerto Plaza, Sousa only showed up after I received my Travel Documents and had paid. The transfer from the airport to the hotel was purchased after booking ([redacted] informed me I could do this), yes, but still through JetSet which is who they partner with. I have a written receipt from the representative the day of, attached to my atm receipt. [redacted] states that $1002 was allocated for airfare however my credit card shows that only $799.60 ($399.80 each person) went towards US Airways, and as I pointed out I did not use all the airfare in this package since I left due to the sheer terror we were left in. I have three other Agent Fees/ Travel by Jen fees that have not been explained to me. The company has offered me two solutions, refund me $360, which the hotel had already agreed to do the day I left, however in order to receive this Travel by Jen told me I need to respond to them via email that I can not be refunded further than $360. So essentially they are holding a refund from the hotel back from me until I agree not to be refunded more.The second solution was to offer me a free vacation. "An upgraded resort" My fiancé and I have used our vacation days until our honeymoon so do not have a use for this. After the experience with Travel by Jen we do not feel comfortable working with them or leaving the country for a while. I explained this and was told I can "sell" my vacation to another couple. This is not a reasonable resolution, I am not a sales rep for Travel by Jen nor would I recommend a vacation by them to someone. Why do I have to work in order to receive compensation for a product and service I did not receive?I asked to speak to a supervisor twice before [redacted] finally got involved. Once, on Jan [redacted] in an email to [redacted] the night we got to the resort, then again when we returned. [redacted] stated that even though she didn't speak to me personally, she was working with [redacted] all along towards a solution, so I understand that [redacted] may be upset with a review on [redacted] written by my fiancé but she had been aware of this issue for at least 2 days then looking at my emails to [redacted].I attached a copy of the airline tickets I had to purchase, on my own, in order to leave sooner.[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],
I hope all is well.
Unfortunately all airlines only allow a certain percent of the plane for pre assigned seat numbers. Once they have reached that percentage the rest of the seats purchased are assigned at check in on the flight.  This does not mean...

they do not have a seat on the plane- they just do not have their seat number. The airlines do allow upgraded seats for purchase for people who would like the benefits of a higher class of service. The person was never flying stand by. She had a guaranteed seat but not a guaranteed seat number. March * when she contacted her agent for the documents was the first business day after the they were issued which is 2 weeks prior to departure. that would have been Sunday March [redacted]. Unfortunately
 we will not compensate for something that is beyond our control, and since this rule is implanted by the airline there was nothing further we could do. We apologize for the inconvenience, but unfortunately this was out of our control.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response from the business does not only not meet my expectations but also does not even accurately apply yo my complaint. I have attached my original email showing there were many issues other than the upgraded room which we NEVER received(not just for one night). These issues included the lack of working plumbing and many other basic things a resort is expected to have (things I paid for). Their response shows me that they took 6 months to come to a conclusion that proved they didn't even read my complaint to begin with. It's really outrages and I'd be happy to go to a news outlet if they prove to not be able to fix this issue.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Malik explained to you that he needs to open a customer service case and that if you sent him an email he will be sure it gets sent to the proper channels. He is trying to help you but he needs to follow protocol. The hotel, as with all suppliers, are paid in full prior to your departure. In this case we need to contact the hotel on your behalf and are more than happy to do so.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 The Travel by Jen office was closed when we called to try to resolve the issue before we left the hotel. We also tried to resolve the issue with the concierge who told us he worked on behalf of Travel by Jen to make sure we were happy with our stay. He offered no resolution. No one was willing to give us a room with a working toilet earlier than a a four-hour wait and this simply wasn't acceptable given that I had food poisoning from the hotel. The $160 offered does not cover the cost of the room for the two nights we did not use it and the travel vouchers are worthless, given that we will never travel with this company again. Travel by jen acts like the only way for us to be refunded is for the hotel to refund us. This is a false premise--Travel by Jen can refund us! And to say that the high pressure sales meeting does not exist is outrageous. It does exist and you are hounded until you attend. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] called our office because she was interested in a package we hadadvertised on [redacted]. The details of the resort are on the advertisement. There are a few details in the letter I would like to address:- The hotel is located near 2 airports. One is closer to...

the hotel but resultsin airfare that is much more expensive. The airport that is a little furtherhas less expensive fares. The closer airport is about 30 min and the onefurther away is about and hour and half. Making the difference in drive timesabout an hour. The drive times are given to people at the time of booking. Ifshe called the hotel and did not specify which airport, we apologize butthat has nothing to do with our office. - [redacted] was offered transfers from our company at the time of booking but shedid not book them with us. We are not responsible for the length of time thatthe drive was since this was a service she chose to purchase outside theagency. The package that [redacted] purchased was a total of $1758. Our system does breakdown the charges into separate payments, but the fact remains that she paid$1758 - $1002 was for non refundable airline tickets and the rest was thenonreundable hotel. We have been in contact with the resort and they arewilling to pass on a $360 refund which we offered to the client. Id like tonote that I spoke to [redacted] on jan **, and told her we would look into thisand see if there was anything further we were able to do. That night her fiancéposted a negative review claiming we were not being helpful when in fact thatis what we were trying to do. Yesterday we offered [redacted] a complimentaryvacation including airfare to another all inclusive higher rated property in adifferent destination which she has since declined. We can not offer a refund on services that have been paid for in full and allour suppliers are pre paid. If there was any additional refund that could bepassed on we would.As I explained to [redacted] on the phone and in email we offer a wide range ofdestinations and resorts with different levels of quality and amenities. We cannot control the price of airfare, as that is determined by the airlines. Thehotel portion of her vacation was $378 per person for 5 nights all inclusive.These services were non refundable, which [redacted] had signed an authorizationfor agreeing to the terms. Unfortunately the resort did not meet [redacted]'sexpectations, but they were already paid in full and non refundable. We havetried our hardest to compensate them by offering another free vacation andthere is nothing further we are able to do. I will be including the emailcorrespondences and the singed form acknowledging that the paid services arenon refundable. Please feel free to contact me if you have any other questions.

Dear [redacted],
 
0pt;">I hope you are doing well.
I am writing in regards to this ID #[redacted] from [redacted].
 
I was unaware of an issue with this client, but since receiving your letter I made contact with her.
I apologized to her and told her had I been aware she had any concerns I would addressed them immediately.
Her group had purchased a vacation voucher through groupon that was redeemed through our agency. Although the booking did reflect it was not fully “paid”, that was an internal note that we were awaiting reimbursement from groupon. That was not money owed to us from the client. The reservation stated 1 groupon – and that was just reflecting 1 reservation with codes, not the amount of codes she had.
 
After speaking with this client she appeared to feel much better and agreed to let you know that we handled her concerns for her if you reached out to her.
 
I do apologize that this client felt it was difficult to reach us, but had I been made aware I could have cleared this up for her sooner.
 
Please let me know if I need to do anything else regarding this case.
Thank you.
 
 
[redacted]
[redacted]
[redacted]
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[redacted]

[redacted] called our office on January [redacted] 2015 to book a vacation with flights on United airlines. His agent notified him of a schedule change but he failed to respond to confirm the new times so when he went to check in the airline did not recognize his ticket.  The airline...

refunded him in full for the original tickets and he purchased a new ticket on AA for less than he originally spent. We notified the transfer company and the hotel of the new times for this arrival and refunded in full for the missed night.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
Again, the point is being missed! The fee never would have been imposed had your agent properly known the policy of the airline and booked appropriately OR took matters to resolve it appropriately when I called with the concern just prior to leaving for our trip. I am again appalled at this not being resolved and the fact that it is a year later and you are unwilling to compensate us for your agent's mistake. Again, we are not asking for the trip to be refunded, just the baggage fees. People go through travel agencies to make going on vacation easier and safer. I have had to do the majority of the work. I will be sure to share our negative experience to make sure others do not mistakenly book with your company and have all the problems we have had. Also, I would love the number of the company that received our $28 so that I can get that returned.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]