Travel Impressions Ltd.

[redacted]
 
[redacted]
       [redacted]
       [redacted] [redacted]
      [redacted]
       [redacted]
 
Dear [redacted],
 
We have received a follow up response dated 10/**/2014 for the [redacted] party that had weather delays that occurred during their return flight.  [redacted] was seeking a refund for airline tickets. As previously advised, US Airways is not offering any refunds or compensation for this delay as the circumstances surrounding said delay was due to an uncontrollable force. [redacted] indicates that in her opinion US Air should not have allowed them to board the aircraft in Cancun. I can truly understand this; however, timing, location and trajectory of the storm impacting the flight path can alter and intensify causing a reversal of this decision to continue. In this particular case it was decided that passenger safety was the priority and protocol was to land where possible, which is what occurred.
 
It is also completely understandable that sitting on the tarmac and waiting is not a pleasurable experience, as well as having to stay overnight. There are government policies in place for such events that regulate these occurrences. This was implemented to assure that the airlines have a standard policy and to protect the air traveler. 
 
[redacted], It is clear that this experience was less than satisfactory and caused distress to the [redacted] family. I can sincerely empathize with this situation and appreciate that [redacted] would take time out of her day to communicate the experience. As I mentioned, unfortunately the supervisor from US Airways advised that the airline is not offering a refund or any form of compensation. The airline will not refund as the service of air travel was utilized to travel from Cancun and their policy is compensation is not offered when it’s an issue generated by weather. As a gesture of good will from Travel Impressions, we are providing [redacted] and [redacted] a $100.00 future travel credit. This can be used on any Travel Impressions three night air land package to any destination we service booked through AAA.   
 
Sincerely,
Travel Impressions
[redacted]
Business Analyst

Revdex.com Long Island, Nassau and Suffolk Counties
[redacted]
[redacted]
[redacted]
[redacted]
 
 
Re: Booking [redacted]
        [redacted]
       **...

[redacted]
       [redacted]
        US AIR
 
 
Dear [redacted],
 
Thank you for forwarding the comments of [redacted] regarding a flight delay that occurred during her vacation in March of 2014. We appreciate the opportunity to reply to all customer comments we receive.
 
In reviewing the details surrounding the occurrence on March **, 2014, [redacted] was due to depart on US Air flight 805 from Cancun to Philadelphia at 110p – 633p and scheduled to connect to US Air flight 1928 from Philadelphia -  Providence at 850p – 955p. According to [redacted], the US Air Supervisor I spoke with this morning, she advised that Cancun to Philadelphia flight 805 on 3/**/14 was delayed due to severe weather occurring within the flight path. US Airways, as with all airlines makes judgment calls that are solely focused on the safety of the passengers and crew, therefore the delay had been deemed necessary. I have confirmed with [redacted] of US Airways, unfortunately, they do not cover hotel expenses for weather related delays. Weather is unfortunately not a controllable factor that impacts air travel; however, we do offer an optional cancellation for any reason policy for all customers as an additional cost. I mention this because this policy has a rider that will protect passengers that are affected by lengthy ground delays that are beyond anyone’s control. This option is offered at the time of booking but in this case had been declined. It would have helped with hotel expense [redacted] had to pay for in Philadelphia. I have taken from US Airways website their statement that clarifies this policy. For your records, this information can be found at [redacted].  ‘US Airways will not provide hotel accommodations when a flight is cancelled or causes a missed connection due to circumstances beyond our control, such as weather or Air Traffic Control decisions.’
 
To touch on the communication issue between US Airways and [redacted], Travel Impressions does not have the ability to research or comment on if communication was received or why there has not been a response. [redacted] of US Airways was advised that this occurred and has communicated this to the Customer Relations department at US Airways as well as her Supervisor. The contact information received is listed below and is also found on US Airways website. The communication we received had not provided a contact email for USAirways that was used so I thought it useful to include all communication sources to verify this is where in fact it had been sent to.
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
In closing, we would certainly like to apologize that [redacted] had experienced this delay. We can appreciate the frustration this can cause and know how hard making those last minute arrangements can be when things are uncertain. We sincerely appreciate the opportunity to service the [redacted] family’s vacation needs and look forward to welcoming them on their next vacation.
 
Sincerely,
Travel Impressions
[redacted]
[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:

[Your Answer Here]
Response to complaint is not satisfactory due to error in US airways Understanding the complaint. Regardless of whether or not travel insurance was purchased, Compensation should be given Of tickets. We should not have been permitted to board the plane leaving Cancun. We were on the plane for approximately less than 20 minutes when it was announced that we would not be going onto our destination. We would have more than appreciated knowing before getting on the plane that there was no hope of getting home that evening. If we had known we would not have boarded the plane. By boarding the plane, Then being rerouted To North Carolina, Being stuck on the tarmac For quite some Time and being rejected at that gate, Going on to Philadelphia at an unreasonable hour, Waiting for several hours to book a return flight home the next day, Given a far less than satisfactory place to stay for the night And everything else that we went through Might be something that's considered tolerable for someone that doesn't have a panic disorder and [redacted]. However for me this was unacceptable Because it could've been avoided. I think if such a decision is made and it impacts a person so greatly compensation for our tickets Need to be given. Thank you.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Our complaint is with US Airways. However, we were instructed by both AAA and Travel Impressions that the complaint is placed through Travel Impressions. I spoke with a representative from Travel Impreasions in March 2014! She assured me the email address that she provided me with as well as the instructions on what to include in the email, would be received and and I would be contacted. I have sent a handful of them without a response. Today, I sent again and surprisingly, the email was sent back to me. It was just a send again reply not an error of entering the email address on my part. So, I am still requeasting a response and compensation. I am very unhappy with how my complaint has been handled. Please advise. Thank you.Desired Settlement: I would like a response as well as refund. Thank you.

Business

Response:

Revdex.com Long Island, Nassau and Suffolk Counties

Re: Booking [redacted]

[redacted]

[redacted]

[redacted]

US AIR

Dear [redacted],

Thank you for forwarding the comments of [redacted] regarding a flight delay that occurred during her vacation in March of 2014. We appreciate the opportunity to reply to all customer comments we receive.

In reviewing the details surrounding the occurrence on March **, 2014, [redacted] was due to depart on US Air flight 805 from Cancun to Philadelphia at 110p – 633p and scheduled to connect to US Air flight 1928 from Philadelphia - Providence at 850p – 955p. According to [redacted], the US Air Supervisor I spoke with this morning, she advised that Cancun to Philadelphia flight 805 on 3/**/14 was delayed due to severe weather occurring within the flight path. US Airways, as with all airlines makes judgment calls that are solely focused on the safety of the passengers and crew, therefore the delay had been deemed necessary. I have confirmed with [redacted] of US Airways, unfortunately, they do not cover hotel expenses for weather related delays. Weather is unfortunately not a controllable factor that impacts air travel; however, we do offer an optional cancellation for any reason policy for all customers as an additional cost. I mention this because this policy has a rider that will protect passengers that are affected by lengthy ground delays that are beyond anyone’s control. This option is offered at the time of booking but in this case had been declined. It would have helped with hotel expense [redacted] had to pay for in Philadelphia. I have taken from US Airways website their statement that clarifies this policy. For your records, this information can be found at [redacted]. ‘US Airways will not provide hotel accommodations when a flight is cancelled or causes a missed connection due to circumstances beyond our control, such as weather or Air Traffic Control decisions.’

To touch on the communication issue between US Airways and [redacted], Travel Impressions does not have the ability to research or comment on if communication was received or why there has not been a response. [redacted] of US Airways was advised that this occurred and has communicated this to the Customer Relations department at US Airways as well as her Supervisor. The contact information received is listed below and is also found on US Airways website. The communication we received had not provided a contact email for USAirways that was used so I thought it useful to include all communication sources to verify this is where in fact it had been sent to.

In closing, we would certainly like to apologize that [redacted] had experienced this delay. We can appreciate the frustration this can cause and know how hard making those last minute arrangements can be when things are uncertain. We sincerely appreciate the opportunity to service the [redacted] family’s vacation needs and look forward to welcoming them on their next vacation.

Sincerely,

Travel Impressions

Consumer

Response:

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]

Response to complaint is not satisfactory due to error in US airways Understanding the complaint. Regardless of whether or not travel insurance was purchased, Compensation should be given Of tickets. We should not have been permitted to board the plane leaving Cancun. We were on the plane for approximately less than 20 minutes when it was announced that we would not be going onto our destination. We would have more than appreciated knowing before getting on the plane that there was no hope of getting home that evening. If we had known we would not have boarded the plane. By boarding the plane, Then being rerouted To North Carolina, Being stuck on the tarmac For quite some Time and being rejected at that gate, Going on to Philadelphia at an unreasonable hour, Waiting for several hours to book a return flight home the next day, Given a far less than satisfactory place to stay for the night And everything else that we went through Might be something that's considered tolerable for someone that doesn't have a panic disorder and [redacted]. However for me this was unacceptable Because it could've been avoided. I think if such a decision is made and it impacts a person so greatly compensation for our tickets Need to be given. Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

Dear [redacted],

We have received a follow up response dated 10/**/2014 for the [redacted] party that had weather delays that occurred during their return flight. [redacted] was seeking a refund for airline tickets. As previously advised, US Airways is not offering any refunds or compensation for this delay as the circumstances surrounding said delay was due to an uncontrollable force. [redacted] indicates that in her opinion US Air should not have allowed them to board the aircraft in Cancun. I can truly understand this; however, timing, location and trajectory of the storm impacting the flight path can alter and intensify causing a reversal of this decision to continue. In this particular case it was decided that passenger safety was the priority and protocol was to land where possible, which is what occurred.

It is also completely understandable that sitting on the tarmac and waiting is not a pleasurable experience, as well as having to stay overnight. There are government policies in place for such events that regulate these occurrences. This was implemented to assure that the airlines have a standard policy and to protect the air traveler.

[redacted], It is clear that this experience was less than satisfactory and caused distress to the [redacted] family. I can sincerely empathize with this situation and appreciate that [redacted] would take time out of her day to communicate the experience. As I mentioned, unfortunately the supervisor from US Airways advised that the airline is not offering a refund or any form of compensation. The airline will not refund as the service of air travel was utilized to travel from Cancun and their policy is compensation is not offered when it’s an issue generated by weather. As a gesture of good will from Travel Impressions, we are providing [redacted] and [redacted] a $100.00 future travel credit. This can be used on any Travel Impressions three night air land package to any destination we service booked through AAA.

Sincerely,

Travel Impressions

Business Analyst

Review: This is the copy of an email I sent to travel impressions after the worst vacation of my life. Not only have they not apologized but they haven't compensated my family at all!!!!

#1 I have 2 kids in our rooms and were promised 2 beds in our reservation. We only had 1 bed and were told the bench which was to be used as a bed and counted as one. (the couch was a concrete piece with a cushion on top, it was a bench, which DOES NOT unfold) The hotel was obviously booked and this was completely unacceptable. My kids had to sleep with me. The brought in 1 cot, which was broken and was impossible to sleep on. Why would I pay for 4 people accommodations and be expected to sleep on a cement/sheetrock based couch with a few cushions. We were supposed to have 2 real beds. They moved us 1 time and promised to get us 2 beds, we packed up and it was exactly the same. ONE KING SIZE BED. We were later told they were totally sold out and couldn't accommodate us.

#2 My ceiling was dripping from the upstairs bathroom shower. THAT WAS DISGUISTING

#3 Electricity was short in my room, we called 3x and they spent nearly 3 hours trying to fix it and we couldn't leave the room and still couldn't fix it. If we put on all the lights then it would short and we would lose all our lights and have no air conditioning. (I have a picture of the people working) There were a total of 3 lights that did not work, they told us no way to make it work. IT WAS DARKNESS in my room. They would not move us.

#4 We had no comforter on the bed and covered ourselves with towels.

#5 we asked time and time again for towels enough for the people in the room

#6 there was no room service when it was all inclusive, there were no food at the pool, you could not bring food out of a restaurant, so where was the all inclusiveness? We couldn't bring food out for a snack for our children. We tried to sneak it out as my children were asleep and they would miss the lunch buffet and they wouldn't allow it. So then how and when would we feed the kids? This was supposed to be an all inclusive stay and non of these restrictions were told to us or advertised. We specifically asked all these questions, looked them up online and this is false advertising and fraud. This was supposed to be an all inclusive place, with breakfast ended at 10:30(they took all food away from buffet and asked us to leave) and they were closed for a few hours and reopened at 2 for lunch. Closed again and then opened at 6:30 for dinner. My children slept in those intervals and since I wasn't allowed to bring food out from the buffet , I could not feed them. We literally begged for food, to take out so they can eat when they woke up, and only was allowed to do it when I and another person in my party started crying and breaking down. Where is the all inclusiveness? They said only people in another hotel can get room service, not us. That was not advertised anywhere. I even offered to pay for it so I can feed the kids, and they said sure we will upgrade you if you pay $150 per person per night. I ALREADY PAID FOR THE VACATION!!!

#7 we had to beg for reservations to restaurants, to the point they called out security on [redacted](another person in the group we came with), when we got to the restaurants we were not allowed to order everything we wanted as we were too big of a group. They told us they were sold out and no room in restaurants and we should have booked it before we came. No one told us we have to book restaurants before we came there. They made our meal times at first sooo late nearly 10 pm and our kids could not eat because they all fell asleep. We spent nearly 2 days begging for accommodations for us and our children. Spent over 6 hours sitting at the desk and not moving til they allowed us a time in a restaurant to feed the children as they weren't allowing us to bring out food from the buffet or get room service. I WASTED MY ENTIRE VACATION.

#8 There was roaches in our rooms, [redacted] called for someone to go spray, no one came, on day 1 and 2.

#9 they closed off the water park for the kids on our last day or 2nd to last. Not reopened.

#10 there was no kids club building, it was totally demised and under construction

none of these items told to us before hand and that is why we went. Because they advertised a huge indoor kids club with playgrounds etc. Totally closed and under construction and they said our kids can go to the teen club(they are all under 7) but they can't touch any of their games(x box etc)-no playgrounds and we can't leave little kids with teens in a room! They open the kids teen club at 2-11, my kids nap 12:30-3:30 then I would have to find a place to feed them so even if I wanted to send them how could I? The room was no more than 10x10. The air conditioner was broken in the room. When we tried to leave the kids, my husband stayed because we felt uncomfortable to have teens in the same room as our 5 and 7 year old. Completely unacceptable, as a person who owns a preschool, that is really dangerous situation. We left them one afternoon because they were supposed to take them to the mini golf and told us they would. They told the kids that it was closed and didn't take them there. We literally went to ask the mini golf operator if they were closed at that time and they were not. They just didn't feel like taking them there and were told the attraction cost extra money and that is why they were not taken. This was supposed to be an all inclusive resort. There was bumper cars at the resort and we were told it's also not included and had to pay $5 for every 6 minutes they were on it. I didn't know what to do but just paid it because I needed my kids to at least have some sort of fun on this trip.

#11 they said the hotel was completely overbooked and they would not even switch us into other units, that we were willing to pay for in order to have better accommodations on actual beds with our children. We were told we were squeezed in. WE ORDERED THIS MONTHS AGO, no one did our families a favor for free.

#12 We got [redacted] on the trip. We were medicated with [redacted] and [redacted]. One person was actually still throwing up on her way home and at home that was part of our trip. We had a nurse as part of our group and had to treat us.

#13 they have a mosquito problem there. We each have over 30 bites on our bodies which we can prove with pictures if need be. Our children were completely bitten up. One of the children had to go to the dr today because their face had over 10 bites and was swollen. My eye is completely swollen and unopenable. This is after spraying ourselves with bugoff and the bracelets. They actually fumigated the hotel near our rooms and we walked thru a burst of chemicals which is extremely dangerous for little children.

#14 when we called for milk to be brought to our room, they said no way. It was for the babies!! Where was the all inclusiveness. We had asked for apple juice as well and got the same response.

#15 the only bar in our area of the resort was at the pool where you can only get soft drinks, juices and alcoholic beverages all in one station and it was only opened at 11:30 am and closed at 5 pm. If we needed any other drinks we needed to take a trolly to the lobby which was only open at 10 am and closed at 11 pm. So if we wanted to drink after 11 pm, we had no where to get it from. If I needed milk for my kids in the am or to go to bed I did not have it. I spoke to [redacted] asking for it and they said no we do not get it. How is that possible in an all inclusive resort? Why did I have to pay $20 out of my pocket to a waiter to bring it so I can sneak it into my room?

#16 I was promised to be moved the entire vacation, kept annoying our agent. They kept lying and no one moved us. Names of people spoken to on an daily basis: [redacted] or [redacted], [redacted], [redacted] of our resort, [redacted], daria concierge.

My agent called travel impressions and no one resolved anything or [redacted]ed us!

#17 I had asked not to put us on a floor with stairs, even in advance MONTHS in advance, when I called and emailed the hotel. I have proof. They said to tell them when I get there. I have 2 kids and a double stroller which is impossible to get up stairs when they do NOT have an elevator. They originally gave me a room with 1 bed on the 3rd floor. Then moved me to a "1st" floor with 1 bed, but it still had stairs to get to the room and was impossible to get into with a double stroller. I was specifically told i'm moving to double beds and somewhere on the first floor so that I can get my stroller up. Instead only 1 bed and stairs.

I paid for 4 people, I should be entitled to those accommodations, and not pay hundreds of dollars on a phone bill for help and NO ONE helping us. I spent a week in horror and I contacted people to help and on one did. Your system was noted that my agent called and you guys emailed the hotel, but NOTHING WAS DONE. I want a full refund since I can not be charged for accommodations that were not for a family of 4.

Let me know what else I can provide you with as I have pictures, statements signed by other travelers who saw we had no electricity and our accommodations.

My travel agent tried to contact you on many occasions for help and NO ONE offered to move us or do anything for us. They wanted 600 per day for a room with electricity and beds for 4. I had already spend over 4000 on this trip, why would I have to spend another 4000 for the amenities travel impressions sold me?Desired Settlement: A refund was provided to 4 other couples who came with us via Delta Vacations. I have proof of that. Travel Impressions is the only company who charged for services and goods that were not provided or even available. This is FRAUD, DECEIT and ILLEGAL. We went to another country with no electricity, no beds, no help at all.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

[redacted] And [redacted]

Review: I received a business card showing I won airline tkts from your company after repeatedly trying to contacy [redacted] to redeem these 2 pax tickets I have been ingnored. I have called left message after message and emailed at least 10 different times and still no one has called me back or how I am supposed to redeem these tkits. I ran into another agent and she told me the same story about how she has not been able to redeem her winning tickets. it is now time for travel impressions to honor what it gives away.Desired Settlement: I want to book my tickets and use them

Business

Response:

[redacted]

[redacted],Please find confirmed flights for the AA prize below, reserved for [redacted] and [redacted]. Your AA confirmation is [redacted]; you can use this code to go online and check your itineraries. [redacted]

[redacted] Travel Impressions has always made it a top priority to do all that we can to satisfy our customers and hope that this gesture of goodwill will encourage you to begin doing business with us. Please let me know if this satisfies your expectations, and let me know if there is anything else I can do to assist. an Apple Leisure Group Company [redacted]

[redacted]P ###-###-#### | F ###-###-#### | [redacted] Proudly awarded Travel Weekly's Readers Choice Award for "Best Tour Operator - Sales & Service" for 10 Consecutive years, and 2014 "Best Tour Operator - Packaged Overall."

Review: Reimbursement has not been issued of 2 nights of hotel stay due to travel agent's failure to inform us that a visa was required to enter French Polynesia and we did not arrive to destination until 2 days later. Also, reimbursement of additional expenses incurred while in the connecting location of our flight due to not being informed of the required visa.Desired Settlement: Total of $3,500.00, which includes 2 nights lost of hotel at booked location, additional airfare charges of $800.00, and hotel expenses at connecting location while the visa was obtained.

Business

Response:

Dear [redacted],

I would like to thank you for taking the time to forward over the correspondence from the [redacted] family in regards to their vacation package to the South Pacific. From the documentation we received, it states that the clients are disputing $3500.00 which represents two night lost hotel stay, airfare change fees, increase airfare and additional hotel while the require VISA was obtained for travel.

Please allow me first to clarify who we are and what our connection is in this situation. We here at Travel Impressions are a Wholesale Tour Operator. We sell vacation packages to the travel professional community who in turn service the general public’s travel needs.

This reservation, booking [redacted], was for six night hotel stay, airfare, and transfers for departure on 1/**/2014 and return on 1/**/2014 to the South Pacific. The [redacted] family worked with [redacted] who works for a travel agency named Concordia Travel Center from Monroe Township New Jersey. [redacted] made this booking on 10/**/2013 using an online booking engine. Any conversations regarding entry requirements would have taken place with [redacted] at the time the reservation was made. Travel Impressions had no communication with the clients as we deal direct with the Travel Professional.

Regarding the refund request, Travel Impressions was advised that there was a VISA issue two days after the initial departure date. Unfortunately, this did not allow us time to notify the resort of a delayed arrival ahead of time to try to obtain a refund. It is truly unfortunate because we understand this is a financial impact to the clients, but all resorts within their contracts charge penalties especially when the clients do not arrive as prescheduled.

On 1/*/2014, Travel Impressions was notified for the first time of this issue by travel agent [redacted]. She advised that her clients emailed the resort themselves and that they had a reply email that we needed to contact them directly to advise of the delay in arrival. Our customer care agent contacted the hotel via email to discuss the possibility of a refund for unused nights. On 1/**/2014, [redacted], the hotel [redacted] replied with the statement that they are not authorizing a refund. The email explained that they will be charging for the two unused nights missed due to the VISA issue. With regards to the additional charges mentioned, we are not able to refund for airfare change fees and additional hotel stay because unfortunately Travel Impressions does not have the ability to control passengers’ personal identification which was the cause of the delayed arrival and additional expenses.

[redacted], we truly appreciate you sending this over to us and allowing us the opportunity to respond. Please pass along our apologies to the [redacted] family .

Sincerely,

Travel Impressions

Consumer

Response:

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]

Nothing has been done to try to resolve the problem. I tried contacting Travel Impressions directly on 1/*/14 night as soon as we encountered the problem in the airport at the connecting location, by way of their 800 number listed in the vacation itinerary given to me, but after being on hold for over 45 minutes without anyone answering the line, the call got disconnected. I again tried calling Travel Impressions several times on 1/*/14 morning at the same 800 number, but again, after holding over 30 minutes the calls got disconnected without anyone answering the calls. I have proof of these calls and can get my phone records if needed to prove same. If someone at the 800 number of Travel Impressions would have answered the call on 1/*/14 when I first called, the hotel would have been informed right away of the problem directly from Travel Impressions, as opposed to receiving an email from me, and I would have received reimbursement of at least the 2 nights lost at the hotel.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Travel Impressions Ltd. regarding complaint ID [redacted]. My issue has NOT been resolved.

Sincerely,

Review: On 12/**/13, a credit card charge cleared for a deposit paid for a vacation that my wife and I had planned in the amount of $988.00. On 1/**/14, my wife was informed by her employer that her job status might change in the coming months and that it could possibly mean that she will no longer be employed or have extremely reduced hours. After taking a few days to discuss the possible financial implications of the loss of my wife's income we decided to change our vacation to something cheaper. Our travel agent worked to find us alternative destinations and assured us in writing that no fees would incur as long as we picked another vacation destination through them. After searching the internet for another destination, my wife and I discovered the [redacted] in Jamaica. Luckily for us, travel impressions also had them on their list of vendors. I contacted travel impressions directly and made sure of two things. 1) That travel impressions truly had a relationship with [redacted] and 2) that travel impressions has a price match policy. After looking for flights and lodgings on our own, my wife and I emailed our travel agent the exact flights from US Airways Website and the Room quote from [redacted]'s online booking engine. The total cost was ~5500 for both flight and hotel. I received a call from our travel agent stating that they were being quoted over $7,000 for the same room and the flight was over $3500. This was a huge difference. We decided to cancel our booking through travel impressions because they weren't able to match the price we found on our own. I assumed that I would be refunded the entire deposit amount since I tried to rebook my trip through travel impressions but they were unable to price match. Here is the web link to the price match policy: http[redacted]Desired Settlement: Please refund $388, the balance of the total $988 Deposit

Business

Response:

Case ID # [redacted]

Name: [redacted]

Dear [redacted],

Thank you for forwarding the information regarding the [redacted] scheduled vacation to Turks and Caicos. From the document forwarded the clients have asked for a refund of $388.00 to resolve this claim. We would like to thank you for allowing us the opportunity to reply and resolve this for our mutual clients.

The total package price was $988.00 and had been charged on 12/**/13 just one day after the booking had been made. This amount covered the cost of air, hotel, and cancellation protection. The booking was cancelled on 2/*/14 by the clients’ travel agent [redacted] therefore; the cancellation protection was valid from 12/**/13 thru the cancellation date of 2/*/14. On 2/*/14 $600.00 had been refunded back to the credit card on file. This is $988.00(total package price) - $388.00(cancellation protection) = $600.00 the refund total. The purpose of this cancellation protection was to provide the clients with protection from penalties that occurred due to cancellation. The $388.00 is the cost of this cancellation protection which is what is being requested to be refunded.

As we truly value our long standing relationship with [redacted], we will be refunding the $388.00 to [redacted] to the credit card on file. This refund will be for $388.00 and will take 72 hours to process. Thank you once again for allowing us the opportunity to resolve this matter.

Sincerely,

Travel Impressions

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,