Travelzoo Inc.

Review: In September I purchased a voucher on TravelZoo for $29 which was to include as stated on the website (Copied and pasted)

"Any two [redacted] movie tickets (up to $14.50 each) including IMAX and 3-D films

$100 [redacted] certificate redeemed in denominations of $5, $10, $15, $25, $50, $75 and $100"

In October I tried to purchase tickets to see Gravity at the local movie theater through fandango and couldn't. I assumed that since it was close to show time maybe that was the reason it wouldn't work. I shrugged it off and decided to just use it again at a later date. Sunday night my boyfriend and I decided to see another movie, again to my disappointment I couldn't use my voucher. Last night I was at the theater to see another movie and since we arrived early and had to wait for them to clean the theater before being let in I decided to ask the employee at the box office why I was continuing to have problems purchasing tickets. The employee notified me that "Regal" does not participate. Although they ARE on [redacted], and sell tickets there, they don't participate in the TravelZoo deal. But according to the wording of the deal my voucher was good for *ANY* two [redacted] movie tickets. They clarified that it was up to $14.50 each but nowhere did they state that certain theaters didn't participate. Knowing the definition of the word "any", upon reading it, I believed that

"ANY" two tickets up to that value would be covered by this deal. I was not aware that there were theaters that didn't participate. This was a bad use of wording and false advertising. I feel as though I was cheated. When I called TravelZoo to complain and request a credit, they refused. And after I explained to the supervisor THREE times what I read, she was at a loss for words, paused, and then told me although it says ANY, it doesn't really mean ANY, what it means is that it doesn't cover "ANY TWO TICKETS"(as stated word for word) but "two tickets for ANY movies up to $14.50". When I told her that that wasn't stated, she just apologized and told me she couldn't issue a refund or a credit of my purchase price. I read over everything the posted and nowhere on the site did it say anything about exclusions. When I read the supervisor what it stated on the website, she said she didn't see that page. I read her the URL to the page (a TravelZoo page) and told her that I was using a mobile device to view it. She stated that she wasn't on a mobile site and that the website she is on doesn't say the word ANY. I have a saved screen shot of the terms and would be more than willing to provide it if necessary.Desired Settlement: I would like to have either a full refund for the purchase price or a full credit for the purchase price.

Business

Response:

To Whom It May Concern:

Travelzoo sincerely apologizes for the inconveniences experienced by [redacted] as she worked to redeem her voucher for [redacted] & [redacted]. This customer's voucher states that the [redacted] code is "Only valid

for purchases made at www.[redacted].com or via a [redacted] app for

[redacted] partner theaters in the U.S. and cannot be redeemed directly at any [redacted] partner theater box office or via the [redacted] voice telephone service." This exact same language is included on the Travelzoo deal page for this offer, found at [redacted], and the mobile page at [redacted]. The [redacted] code would have been valid for any movie theater that has online ticketing, but has expired, so Travelzoo is unable to verify why her code may not have been accepted if she did follow the instructions as provided to redeem online.

Because this offer was advertised as non-refundable, and this customer did redeem the portion valid for [redacted], Travelzoo is unable to offer a refund. This customer was also provided a $10 promotional code for a discount on a future purchase on the Travelzoo website on 11/**/2013.

If she has any further concerns, we would be happy to look further into her information.

Sincerely,

Review: I was supposed to be refunded for a restaurant deal certificate that I purchased. However, all credit cards on file at time of the refund are not active. There is no way to refund those credit cards. The certificate says that it has been refunded, but I see no evidence of that.Desired Settlement: I'd like to either be refunded on a new active credit card that I have added to Travelzoo, or credited toward future Travelzoo deal purchases.

Business

Response:

To whom it may concern:Customer [redacted] contacted us on 4/**/2015 requesting a refund/credit for his [redacted] Restaurant voucher on the grounds of the business closing. Travelzoo has confirmed that the merchant in question has gone out of business. As the customer contacted us after the voucher expired, Travelzoo provided him with a Travelzoo credit in the amount of $59 to his email on 5/*/2015. We have resent this code to the member to ensure he has it for future use. Thank you,[redacted]The Travelzoo Team

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,

Review: Hello,

I have disputed two charges made by the business to my [redacted] credit card, in the amounts of $59 and $45, for a total of $104.

After issuing a chargeback, the business represented to [redacted] that the chargebacks should be reversed, which they improperly were.Desired Settlement: I would like the business to do either of the following:

1. Reissue the 2 now-reversed credits to my [redacted] card; or

2. Pursuant to Section 3 of its own terms and conditions - [redacted] - remit $200 to the [redacted] arbitration tribunal, to allow me as a consumer to litigate the matter before an arbitrator.

Business

Response:

To Whom It May Concern:

After reviewing [redacted] account details, we are able to verify that chargebacks were entered for the following voucher purchases:

Voucher #

[redacted] Purchased on 04/**/2013 for $59

Voucher # [redacted] Purchased on 04/**/2013 for $45

The chargebacks are noted as having been filed on 07/**/2013. At the time the dispute was entered, the vouchers had expired, and the purchases were both outside of Travelzoo's stated 7-day refund policy. This information was provided to the credit card company, and resulted in the reversal of the chargeback. The vouchers were removed from circulation once the dispute was filed, however, we are able to reinstate them so that they may be redeemed for their base value with each merchant, as listed in the details of the voucher.

Sincerely,

The Travelzoo Customer Service Team

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:

Business is refusing to honor paragraph 3 of its own terms and conditions, and submit the payment needed to arbitrate the matter. Business is not denying the paragraph 3 provides for arbitration and payment of fees, and would not offer any explanation why it would not comply with its own terms and conditions. I did not authorize any voucher replacement and see no reason to use a voucher of dubious value as a substitute for specific compliance with paragraph 3.

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

Sincerely,

Business

Response:

Attn [redacted], Dispute Resolution Services

As stated in Section 3 of Travelzoo's Terms of Sale, "5) in the event that you are able to demonstrate that the costs of

arbitration will be prohibitive as compared to the costs of litigation,

Travelzoo will pay as much of your filing and hearing fees in connection

with the arbitration as the arbitrator deems necessary to prevent the

arbitration from being cost-prohibitive"

Please note that this information is determined by an arbitrator, once the complaint has been filed with the [redacted], meaning that the complaint must first be filed by this customer in order for the matter to go before an arbitrator. The complaint is not filed by Travelzoo. This customer would be the "Claimant", and Travelzoo the "Respondent"

A demo of how to file can be found here: [redacted]

Travelzoo is not refusing to honor the information that [redacted] has mentioned, as written in our Terms of Sale, however, he has not completed the necessary steps for such measures to be implemented.

We again apologize for the inconvenience.

Sincerely,

The Travelzoo Team

Review: Travelzoo mobile website intentionally hide their "no refund exception" while prominently display their promise to refund within 7 days for any reason.

I bought 8 Las Vegas magic show tickets worth $180 from Travelzoo in April of 2015.

I was on vacation and had to leave the day after. Based on the information they had on their mobile website, I thought that I could get a refund if the show sold out. It turns out, the show did sold out. I called them on the same day asking for a refund, and was not given one.

They pointed out that there was a '+' icon that I could have clicked to open the fine print in which it stated the not refundable exception.

My problem is with them hiding the 'fine print' while displaying the false promise.

The small fine print '+' icon is buried in the middle(3rd page) of 5 pages of advertisement.

It is impossible to locate the icon then click to open to see the 'no refund'.

I was unable to use the tickets and was not given a refund.Desired Settlement: Of course, I would like to get a refund for a product I did not receive.

Also, I would like them to prominently display the "No Refund" fine print so they will not deceive others into purchasing something they may not be able to redeem.

Business

Response:

Member [redacted], contacted Travelzoo on 3/**/2015 requesting arefund for eight vouchers purchased on 3/**/2015 for the '[redacted] Comedy Magic' through the desktop platform. Travelzoo's deal pagestates "This is a date-specific event. All sales final. No refunds orexchanges. Not valid after expiration date." This information is alsoprovided on the mobile platform pre-purchase, just in a different, moremobile-friendly, format. At the time of her contact, member advised Travelzoo that she had gone to thebox office for the show without reservations, despite the voucher and deal pageclearly indicating that reservations are required. Both the customer servicerepresentative and supervisor with whom the member spoke denied refund based onthe terms of the voucher as presented at the time of purchase. In an effort torepair the relationship with the member, we have initiated a full refund of$160 to the member on 5/**/2015.Thank you,[redacted]The Travelzoo Team

Review: there is a deal that I wanted to book 399 puerto rico 4star escape w air by [redacted] cheap caribian would not honor this deal and thus this is FALSE ADVERTISEMENT we were told yuo guys could post whatever you wanted but thats not there deal we spoke to [redacted] a [redacted] for them and this is what we were told. it is a huge problem.Desired Settlement: we would like the offer that was shown on the website

Business

Response:

To Whom It May Concern:

We would like to first apologize to [redacted] for any inconvenience he has experienced when trying to book the $399 -- Puerto Rico 4-Star Escape w/Air, Save $300 deal by [redacted] We do appreciate his feedback, and we will forward it to our Deal Experts as all our deals are tested for availability and accuracy. If he has any questions when a deal is valid for purchase, he can contact our Customer Support Team at [redacted] or at ###-###-####, Monday through Friday, 9 am - 9 pm ET. Unfortunately, the $399 -- Puerto Rico 4-Star Escape w/Air, Save $300 deal has already sold out on April **, 2014.

Per our website, “at Travelzoo, we want your travel experience to be as problem-free as possible. But it’s important to keep in mind that listings of specials and deals on Travelzoo® or in Newsflash™, SuperSearch™ or Top 20® are provided by the respective travel supplier and/or its agents, not Travelzoo. For any questions or problems regarding booking of offers, please contact the travel supplier and/or its agents directly. Please read our disclaimer carefully at the link provided: [redacted]

Review: I am writing this e-mail in hopes that a representative at Travelzoo could help with the refund that I should be receiving for a purchase that I made for $245. I purchased a hot air balloon trip for from Travelzoo in February 2013. This hot air balloon trip was booked for March [redacted] (the scheduled flight was more than 7 days after purchase). Due to high winds and safety, the merchant canceled the hot air balloon trip. At this point, I think I should be refunded the amount that I paid since I never received the goods/services that I paid for. Travelzoo has a policy that no vouchers can be reimbursed after 7 days of purchase, however, how can that determine cancellations due to weather?

Since the deal I purchased is unusable and the voucher has expired, how can Travelzoo justify not reimbursing me? The service that I paid for was never used. I spoke with Adventures Out West (merchant) and they have been more than accommodating for cancellation and reimbursement. Travelzoo should also be more accommodating to their customers and refund the amount a customer paid since even the merchant agreed to cancel.

I had the ‘pleasure’ of speaking to a Travelzoo representative on July [redacted] and I sent two e-mails to the company to which I never received a response. Unfortunately, during the phone call, I was read the same lines in the Travelzoo contract repeatedly from an employee and he was no help to pointing me in any direction for assistance.Desired Settlement: Setting up the voucher for expiration within 7 days and making it nonredeemable for ‘weather permitting’ conditions is fraudulent and should be deemed as consumer theft. If not given any options from Travelzoo, at this point, I will be disputing the charges with my bank and submitting a chargeback for reimbursement of the money that I have paid to your company. Since the item that I have purchased has not been received. I am asking that Travelzoo complys with their own written terms and conditions and refund me the amount of $245 for services that have NOT been provided.

Business

Response:

To Whom it May Concern:

We would like to sincerely apologize for the inconveniences that [redacted] has experienced while attempting to redeem her voucher for Adventures Out West. As stated in the email sent to this customer on 7/**/2013, Travelzoo is unable to offer refunds for vouchers outside of our stated 7 day refund policy. We understand that weather conditions impact the reservations for this merchant, however, the voucher reminds customers that this is a possibility, and the flights can be rescheduled. Adventures Out West has since become Hot air Expeditions, however, our contacts with them have been able to verify for us that they will honor the base value of the voucher toward an experience at their location, in accordance with the Terms and Conditions listed on the voucher. In light of this information, we recommend that [redacted] contact Adventures Out West at ###-###-#### to schedule her excursion.

Sincerely,

The Travelzoo Customer Service Team

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:

Since the product I paid for has not been received, I am requesting a refund for the total amount that I paid for purchase of the voucher. I dont't believe it is ethical or legal for Travelzoo to charge a consumer for a good which was not received.

According to the Travelzoo website, "According to applicable law, the Merchant may be responsible for allowing you to redeem your Voucher for the cash value based on the money you actually paid for your Voucher, for a period of time that extends beyond the expiration date on the Voucher. " If Travelzoo will not refund the money for the purchase I made, then should I go directly through the merchant? I want answers and I want to be refunded.

The fact the Travelzoo claims vouchers can only be refunded within 7 days is fraudulent considering the small timeframe that a consumer has in order to use the purchased voucher.

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

Sincerely,

Business

Response:

To Whom It May Concern:

As included on the terms of the voucher: "The amount that you paid for the Voucher is the “Base Value”. The Voucher may be redeemed for the promotional offer value prior to the Promotional Value Expiration Date. After the Promotional Value Expiration Date, the Voucher may be redeemed for the Base Value. The Base Value of the Voucher does not expire unless and until the Voucher is redeemed or refunded."

This information corresponds with the portion of the Travelzoo page that this customer previously quoted, stating "According to applicable law, the Merchant may be responsible for allowing you to redeem your Voucher for the cash value based on the money you actually paid for your Voucher, for a period of time that extends beyond the expiration date on the Voucher. "

If the base value of the voucher is unable to be honored by the merchant, Travelzoo is able to provide assistance, however, in our contacts with Hot Air Expeditions, we have been able to confirm that [redacted] will be able to use the $245 base value toward an experience with them, thus fulfilling the voucher terms. Because this merchant is honoring the voucher as it is listed, Travelzoo is unable to offer a refund. We recommend contacting Hot Air Expeditions at

###-###-#### for assistance in booking her experience.

Sincerely,

Travelzoo Customer Service

Review: I purchased a "voucher" from Travel Zoo.com in the amount of $79 - for dinner for 2 at the Georgian Room at the [redacted] in Seattle. I have tried to make a reservation at the Georgian Room for several weeks (via [redacted]) - as their restaurant webpage directs. I have been unsuccessful in making a reservation - as there are NO open reservations available. I tried again today to make a reservation and again, there are no open reservations available for the next 2 weeks. The "promotional value" of the voucher expires on 3/**/2015. I called Travel Zoo and spoke with a customer service rep who called the Georgian Room - the rep then came back on the line and said she had just spoken with the Georgian Room and they are not taking reservations via Open Table and that you have to call - but they assured me there were reservations still open. I called and spoke with a woman named [redacted] at the Georgian Room who stated NO they are booked solid for the next 2 weeks because of the voucher. I then called back to Travel Zoo and spoke with [redacted] in their customer service group - she called asked what dates/times did I want a reservation and I provided 2 dates/times. She then called the Georgian Room and spoke with a woman named [redacted] came back on and said "I spoke with [redacted] and they can get you in anytime after 6pm on the 2 days you are requesting". So, I called back and spoke with [redacted] - who told me "NO, I told Travel Zoo we are booked and cannot accommodate your reservation!!!". So I called back to Travel Zoo (for the 3rd time) and spoke with a woman named [redacted] - who told me we will not refund your voucher because vouchers are only "space available". What???? You are overselling the vouchers and conducting FALSE ADVERTISING - because there is NO space available and there has NOT been since I purchased the voucher! To me, this seems very similar to the situation with the ticket brokers who sold Super Bowl tickets and could not deliver on the tickets. Travel Zoo continued to sell vouchers - even once The Georgian Room was full!!! I have tried on multiple occasions to schedule a reservation but the restaurant is FULL! I feel this is false advertising and very deceptive. I would appreciate help in securing a refund for my $79. Thank you!Desired Settlement: I would like a refund in the amount of $79 - the amount paid for the voucher - as the restaurant is unable to honor the voucher and has NOT been able to do so since I purchased the voucher. They have had NO open reservations!

Business

Response:

Towhom it may concern: Thecustomer contacted us on 3/**/15 for assistance with making a reservationyesterday because she was unable to find availability on OpenTable. Wecontacted the hotel and confirmed that they will accept reservations withvouchers although their availability is limited. We suggested that the customercall instead of use OpenTable Thecustomer called back about 15 minutes later and informed us that she wastold otherwise by the hotel. We reached out to the merchant once more andconfirmed that they will accept the voucher on the date that the customer wasrequesting at 8:30pm. We passed the information along to the customer andsuggested that she call them once more. The customer called a third time asking for a refund. She was aware that they didhave availability to accommodate her at this point, however, she had priorengagements at the time that they could. For this reason, we explained thatvouchers are subject to availability per policy. We have offered her a discretionary refund.

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,

Review: Greetings, I have been trying for months to remove my name to their email mailing list. Travelzoo has taken no action to remove it. I simply do NOT wish to receive their constant advertisements.Desired Settlement: Remove my email address from their advertising. My email is [redacted]

Business

Response:

We will contact our IT department to request that the following email address be removed from any send lists: [redacted]Please advise if this is not the correct address. Also, the customer should check to see that they do not have another email address on file from the past which is now being forwarded to the current email address. Sometimes this can be the root cause of email being received after someone has unsubscribed. Thank you.

Review: Please note I have also filed a complaint with the merchant that I purchased the Spa Voucher for. Cirillos Salon and Spa. I am hoping for a refund from either travelzoo or cirillos Hello: On Jan ** 2013, I purchased two vouchers through travelzoo in the value of $65 each - for a Spa Day. The expiration date on the voucher is June ** 2013. It was to be redeemed at for Cirillos Salon and Spa. In March 2013, I was travelling and called Cirillos to attempt to book the Spa day before I travelled. This was not possible because they informed me they were booking all the way in July 2013. I agreed to have an apt on Thurs July [redacted] 2013. I am a Physician and my Mother is a registered Nurse. We have extremely busy lives but we both took the day off work to attend this spa day. Two days before they called and told me my apt was cancelled. I was upset and all I wanted at this point was to be refunded . I contacted travel zoo and they informed me that because the voucher is past the due date - they will not be able to refund me. (I do believe now the merchant waited to book spa days beyond the expiration date because they knew travel zoo will not give refunds beyond that date) I called Cirillos again on Thus July [redacted] to rebook. An apt was made all the way on Sat Aug [redacted] to honour the voucher. Today the scheduling person there, [redacted], called me today July [redacted] to cancel that apt and now reschedule for Sat Sept **. I am starting a weekend acupuncture course in Sept to Dec and again I will have to take a day off to attend. This is not optimal for me. I asked to speak to the manager – “[redacted]” is not available. And everyone else is too busy with client to speak to me. They never returned my call. I am extremely disappointed with this merchant. I feel trapped because it is the only place I can redeem this voucher. I do not trust the quality of service I would get there given their history. I am asking for a full refund in the amount of $65 x 2 = 130 for the two vouchers.Desired Settlement: A full refund.

Business

Response:

To Whom it May Concern:

We sincerely apologize for the inconveniences that [redacted] has encountered while attempting to redeem her vouchers with Cirillo's Salon & Spa. Because her vouchers have expired, Travelzoo is unable to offer a refund, however, I am able to verify that this customer has been offered 2 C$65 promotional codes that may be used to obtain a reduced purchase price on her next two purchases. If she would like these codes, she may respond to the email that has been sent from her open Travelzoo ticket (#[redacted]) or via this forum, and they will be promptly provided to her for redemption.

Sincerely,

Travelzoo Customer Service

Consumer

Response:

Hello: is there an expiry date on the promotional vouchers?

Review: I purchased an agreement through Travelzoo for three massage services at [redacted] in [redacted]. I was able to use the first service, but then the business then stopped offering these services shortly thereafter. My deal was good from January to April [redacted], 2015, so I contacted Travelzoo to request a partial refund in mid-April. However, they told me that they do not give refunds when a vendor does not fulfill the terms of the obligation in full, even though they have a refund policy that says that they will.Desired Settlement: I would like a refund for two-thirds of the original purchase price, which was $170, to compensate for the vendor not delivering two-thirds of the commitment.

Business

Response:

To whom it may concern: Customer [redacted] sentin an email to Travelzoo's Service Team on 4/**/2015 requesting a refund forhis purchase of a voucher for 3 massages. Customer's voucher was marked asredeemed as he has already received the first of his 3 services. The businessthe voucher was for had a facility issue where theysustained significant water damage to parts of the spa. As a result, they wereunable to book massage appointments; however, they would be resuming normaloperations and had agreed to accommodate Travelzoo's customers in anyway theycan, including scheduling appointments post-expiry. As such, we wereencouraging our members to work with the merchant to rebook. While Travelzoo would typically issue full refunds prior to expiration orcredit post expiry in the event that a business has closed or is not honoringthe voucher, this business is working with Travelzoo members and will honor themember's other two services so the refund was initially denied. Travelzoo iscurrently revisiting the issue as it applies to all outstanding vouchers. Inthe meantime the customer has been issued a partial refund for the remainingtwo services. Thank you,[redacted]The Travelzoo Team

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,

Review: I purchased a round trip airline ticket on the Travel Zoo website on April **, 2014 from Ho Chi Minh City (SGN) to Washington Dulles departing April **, 2014 and returning on July **, 2014 for my mother-in-law. At the time of my purchase I searched for flights that only had one stop and one change of plane. My mother-in-law gets motion sickness from flying and speaks no English at all so I purposely wanted to limit the number of stops and plane changes for her. I found a round trip flight on the Travel Zoo website, for the aforementioned dates, which was adverstised as a one stop, one change of plane in Newark, NJ. I purchased online and the email confirmation I received immediatedly afterwards did not reflect the itinerary I had chosen. I immediately called the toll free number to ask about the change. I spoke with [redacted] at the traveler help desk and he sent me another email with a link to an itinerary that showed my flight as a one stop, one change of plane for both the incoming and outbound flights. I thought the issue had been resolved however, once my credit card payment had been confirmed I received another itinerary showing that now there were 2 stops and 2 change of planes for both outbound and inbound flights. I immediately called Travel Zoo back again to voice my concern and was told that the change had nothing to do with the company but, rather United Airlines and it was beyond their control. I find it hard to believe that the itinerary I had chosen conveniently was changed to 2 stops, 2 change of planes only after my payment had been confirmed. I was very upset at the bait and switch advertisement and felt that I had been scammed. The helpdesk asked me to call back after my mother-in-law arrived in the USA and the man I spoke to said he could assist me then with changing my itinerary back to Vietnam. He said there was nothing else that could be done and I don't recall him offering me a full refund so I could go with another flight, even though I had mentioned to him that there was a flight on [redacted] that was a one stop, one change of plane itinerary both ways that I would like to purchase. The flight with Travel Zoo was close to $1200 and I couldn't afford to just purchase another ticket and throw away $1200 so I was left with no other choice. My mother-in-law flew to the USA on April [redacted] and not only did she get sick on the plane coming to Newark, NJ but, her flight was also delayed over 4 hours. She fell ill after her flight and I felt horrible for her. I called Travel Zoo in May to see what they could do about her return flight in July as instructed. When I called the man I spoke to said he could definitely help me get her a better flight with one stop, one change of plane. I felt hopeful until he informed me that I would have to pay a $150 change of flight fee on top of the price difference between the original and new flight, which would have cost me another $600. This is completely outrageous and I feel as though I've been scammed. I would have never initially purchased the ticket from Travel Zoo had I known it was a 2 stop, 2 change of plane itiinerary. Further, to ask me to pay half of what I have already paid ($600) to get the flight itinerary I thought I was originally purchasing is just not right in my opinion. To add further insult to injury, the man on the phone then tried to offer me a $100 voucher for future travel. I refused because based on my experience with this company I will not be booking any future flights on Travel Zoo anytime soon.Desired Settlement: I am requesting that the flight itinerary in July be changed to a one stop, one change of plane flight back to Vietnam from Washington Dulles on behalf of my mother-in-law without me having to pay out an additional $600. Otherwise, I would like a complete refund of the return portion of her flight itinerary (July **, 2014) so that I may purchase a brand new ticket for my mother-in-law to return to Vietnam in July with another travel company. Thank you.

Business

Response:

To Whom It May Concern:

We have reviewed [redacted]’s complaint and found no record of her contact with Travelzoo. Based on the explanation and her experience, we believe she purchased these tickets either directly through Orbitz or United Airlines based on airfare we featured on [redacted]. We are not the merchant of record for any airline tickets. One of Travelzoo’s features is to present airfares available on other websites and in this instance, referring customers to Orbitz or United. Travelzoo has a Customer Service Team; however, we have no access or visibility into our featured partners’ systems, airfare or schedules. Thus, we are unable to assist in changing itineraries and other matters involving flights. We also have no documented contact with [redacted].

Per our website, “at Travelzoo, we want your travel experience to be as problem-free as possible. But it’s important to keep in mind that listings of specials and deals on Travelzoo® or in Newsflash™, SuperSearch™ or Top 20® are provided by the respective travel supplier and/or its agents, not Travelzoo. For any questions or problemsregarding booking of offers, please contact the travel supplier and/or its agents directly. Please read our disclaimer carefully at the link provided: [redacted]”

United Airlines is the merchant of record on the purchase, and we believe [redacted] most likely purchased from their Website and spoke with a representative at United. If [redacted] wishes that her flight itinerary be changed or refunded, we advise that she contact the airline directly.

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]

I absolutely did NOT purchase the airline tickets from Orbitz or United directly. I most definitely did purchase from Travel Zoo. I'd be happy to forward a copy of the email correspondence from the help desk at Travel Zoo to me to confirm this. Please see below. Email below clearly states that I purchased from Travel Zoo. I'm not sure what records you looked at to confirm that there is no record of my purchase but, I would appreciate it if I could please get copies of the records referenced by Travel Zoo in their response. As a result, my valid complaint still remains unresolved.

[redacted]

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

Sincerely,

Business

Response:

To Whom It May Concern:

Per [redacted]’s copy of the email correspondence, Travelzoo can confirm that [redacted] made the purchase of her flight through SmartFares. SmartFares is one of the booking engines featured on Travelzoo, but it is not part of Travelzoo. When customers look for flights on the Travelzoo website and search for fares, they are then directed to a booking engine website to make a purchase.

Travelzoo can also confirm that we have no record of any correspondence with [redacted] as [redacted] and [redacted] are not Travelzoo’s email addresses. Travelzoo's email addresses end with [redacted]. For example, our Customer Service email address is [redacted].

We advise [redacted] to contact SmartFares directly for further assistance regarding her flight itinerary as the flight was purchased directly through SmartFares. Per their website, customers can call SmartFares' toll free number at ###-###-#### for assistance on their air reservation. Their Customer Service Team is available 24x7, 365 Days. Customers may also email at [redacted] or [redacted].

The Travelzoo Support Team

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]

Sincerely, [redacted]

From your response, it's my understanding that TravelZoo allows false advertising, including 'bait and switch', on their website through these booking engines that TravelZoo features. I don't understand how that is ethical or even good business practice to allow these booking engines on Travel Zoo to scam people out of their hard earned money and then claim no knowledge or responsibility. In my opinion, Travel Zoo is just as liable and I've learned my lesson to stay as far away from TravelZoo and all affiliated booking engines as possible.

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

Review: In the beginning of February 2014, I purchased three vouchers from Travelzoo for the Isle of Palms Oceanfront Hotel. I purchased the vouchers for the following days March [redacted]through March **, 2014. For the **- **the rooms were $99.00 a night. I fell in love with what I saw based up what Travelzoo had listed and I even went onto the hotel website itself to check it out. I was really excited and needed this getaway. I fiigured this would be the best getaway on the beach and I had never been to the Isle of Palms in Charleston, SC. I get to the Palms Oceanfront Hotel, check in and I'm not too impressed about what I see there. I drove five hours to get to a place that looked nothing like I visioned or what Travelzoo advertised for this hotel. I felt like I spent over three hundred dollars for this. I was not a happy camper at all. The room was not all that clean and I had to spray down the beds, bathroom, and spray the room because of a stinch smell. I was going to try my best to make it work out. However, I was so upset that I did go back and speak with the receptionist about when the [redacted] would be back in. She asked me what the problem was and I expressed to her my concerns and my unhappiness. She stated that I should speak with the [redacted] in the morning and gave me information that I needed. I thanked her and went back to the room. After a sleepless night of uncomfortability and crying, I got up the next morning to speak with [redacted]. I spoke with a [redacted] by the name of [redacted] and expressed my concerns to him. He understood my concerns and stated that he was sorry and offered to refund the money that I paid for taxes and for parking. He stated I would need to contact Travelzoo to see about refunding me my money for the other nights I would not be there. So, I got on the phone and called Travelzoo. I spoke with [redacted] and advised my complaint and my concerns, she advised me that it would be up to the merchant whether or not I get a refund or not. I said are you serious? Here I am explaining to you my the worst trip of my life and the false advertisement and now you tell me that I can't get my money back and I only stayed one day. It is unfair! I then I could I speak with a [redacted] or [redacted] then advised me that there was no one else to talk to and that within 3 to 5 business days I should receive a call or email from the merchant regarding the resolution of the complaint/problem. I waited a few days and called back on March **, 2014. At this time, I spoke with a representative by the name of [redacted]. For the second time, I explained the situation that I had dealt with and what [redacted] the first representative that I spoke to on March **. [redacted] stated to me that she did see a note of where I had called and that the problem/complaint was still in progress. I thanked her for her time and ended the call. On March **, I receive an email stating this,

Dear [redacted],

Thank you for contacting Travelzoo Support.

We apologize you did not receive our previous correspondence sent to you email address on March **, 2014. We thank you for sharing your feedback and will certainly address this with The Palms Oceanfront Hotel. We apologize for any inconvenience you’ve experienced. The Palms Oceanfront Hotel issued your vouchers and is responsible for your experience and your satisfaction.

Unfortunately, we are unable to issue a refund for your vouchers as your request is outside of our refund policy. We work very closely with all our business partners to ensure that you have the best possible experience, so you can also count on us to share your feedback with the merchant.

In appreciation of your business, we'd like to offer you 2 $10 promo codes for your next purchases. Just enter the discount code below the next time you purchase any Travelzoo Local Deal:

Promo Codes: [redacted] ($10)

VALID UNTIL: 6/**/2014

Please note, a promo code is valid for one purchase of a voucher online at travelzoo.com/local-deals/. If you do not use the full value of the code at the time of purchase, the residual value will no longer be available for use in the future. Purchases made directly on a merchant’s website or 3rd party website are excluded.

We hope you’ll come back and visit Travelzoo. We’re introducing new experiences in your area every week, and we want to be your must trusted source on the internet for great deals.

Thanks again for being a Travelzoo subscriber.

The Travelzoo Support Team

[CALL-[redacted]]

Mar ** (5 days ago)

to Travelzoo

Dear [redacted],

I am not about to lose $200.00 or more for days that I did not spend at that hotel. Even if I do not refund back, why can't the rest of my money that I paid for be used towards another deal or credited towards that. I will fight this, because it is certainly unfair to me. How would you feel if you saw a great deal and get to the hotel or destination and it is not what you saw advertised and you spend over $300.oo and some change. I spent one night at that hotel and I did not even sleep under the covers. With that being said, wouldn't you want your money back or it to be credited to another destination or what not? I am not happy right now in the way that this matter is being handled. And please inform me of how two $10.00 promo codes match with $300.00? Exactly, it does not. I will be calling back and writing emails, and the Revdex.com regarding this issue.

So, after receiving that email as you can see is that I responded back that I was not about to lose out on my money. I immediately contacted them back and spoke with a representative by the name of [redacted] on March **. For the third time, I went through the whole scenario about the hotel, and this is my third time calling, the money issue, what the email stated, and that I was very upset at them for not even trying to give me money back. I only stayed one night, etc. Then I wanted to speak with a [redacted] because this is absurd. She put me on hold for about 5 minutes, then came back to the phone and stated her [redacted] was on another call and did I want to continue to wait. I stated yes and was placed on hold for another 5 or 6 minutes, [redacted] then came back to the phone asked me was I still there, like she wanted me to hang up and I said yes. She stated hold on again and I was on hold for almost 10 minutes. [redacted] then comes back too the phone only to tell me that she spoke with her [redacted] and that my complaint will be going to higher management and will be contacted within five business days. I told her to tell her [redacted] or whoever that was in charge that I would be contacting the Revdex.com. She ended the call. I am upset, I feel like I was ripped off, lied to, and was given the runarounds.Desired Settlement: Well, initially I wanted just the money back from the other nights that I did not stay at the hotel, but now I want all of my money that I paid to them. This is not how you treat customers by lying to them, ripping them off, acting like you do not care , they are the ones who are advertising for someone else. It is a reflection of their business and how do they sound not trying to accomodate their customers and taking their money. I would have been somewhat happy if they apologized and said well we will try to find you somewhere else to stay, credited me for another trip and maybe free breakfast or dinner or something like that or just a full refund. I have already told all my friends and family to stay away from Travelzoo because of how they have done me already and look my situation is not even resolved. These people have my money and has only offered a $10.00 discount versus the three hundred that I paid them! I am so upset, frustrated and angry with their distasteful service!!!!!!!!

Business

Response:

To Whom It May Concern:

We would like to first apologize to [redacted] for any inconvenience she has experienced at her stay in The Palms Oceanfront Hotel and also while requesting a refund for her unused vouchers. [redacted] wrote to Travelzoo’s Customer Service regarding her experience at The Palms Oceanfront Hotel on March **, 2014. On March **, 2014, we advised her by email on Ticket [redacted] to contact the merchant first regarding the quality of their service while she is in the hotel at that time, and we also gave her 2 $10 promo codes.

[redacted] called Travelzoo on March **, 2014 to explain further her experience. She claimed the hotel did not look like the pictures on the email and that the elevators are old and shaky. She requested a refund for her 2 vouchers because she did not want to stay any longer. She also said that she had spoken with the hotel [redacted].

She was informed in Ticket [redacted] that Customer Service was going to look into this matter and that the resolution could take 3-5 business days. On March **, *2014, Travelzoo informed [redacted] that this issue had been escalated and that Travelzoo’s Client Services Management was looking into this matter. On March **, 2014, Travelzoo was able to validate that The Palms Oceanfront Hotel is aware of the customer’s experience. After further investigation, we were able to refund [redacted] $198 back to her [redacted]ending in [redacted]on April **, 2014. Her credit will be

visible within 7 to 10 business days.

We are unable to provide a refund for the used voucher worth $99, as [redacted] informed us that she stayed at The Palms Oceanfront Hotel for one night, and so the merchant needs to be paid for the services rendered. Travelzoo sold the voucher; however, The Palms Oceanfront Hotel is responsible for the experience, so [redacted] is encouraged to contact the hotel at ###-###-#### for further assistance.

Review: Purchased restaurant deal voucher - [redacted] for [redacted] for $130. The voucher does not specify that the deal is not available for Dec [redacted] through Jan [redacted]. We found that out after calling the restaurant.

TERMS AND CONDITIONS as specified in the voucher

Limit 3 vouchers per table. Not valid on holidays or holiday weekends, including Feb. **, 2015. Limit 1 purchase per person; may buy 5 additional as gifts. If limit is

exceeded, voucher subject to forfeiture. Valid for 2 diners only. Dine-in only. Seasonal items subject to change. Not valid on products. Must be of legal age to

consume alcohol. Cannot combine with other offers. Must use in 1 visit.

I am trying to use the voucher on Dec [redacted] - which is neither a holiday not a holiday weekend. The terms never stated that I needed to contact the restaurantDesired Settlement: Full $130 Refund.

Business

Response:

To Whom It May Concern:We have reviewed [redacted] inquiry regarding a refund. A refund was initiated on December **, 2014 to the original method of payment. She can expect to see the credit within 7-10business days.

HORRIBLE customer service! Due to a Travel Zoo technical glitch, we were booked at the wrong hotel and now we're stranded in Miami, FL! They booked us for Atlanta...?! The confirmation email AND 'pre-arrival alert' email indicates the Miami hotel info. Offices were closed and we couldn't contact anyone. We are two girls who were stranded at 11pm (and still are!); finally found a hotel within our price range at 1am. Called Travel Zoo next morning (today 12/**) and the agent was incompetent; not well trained at all. Gave us the run around. First told us it was a glitch and they're fully responsible. Told me she will refund me completely an rebook me nearby the original booking and can cover $300-$600/night. She then says "We have a Hilton in Princeton for $75/night. Oh, and this will be in New Jersey." Excuse me?! New Jersey?! She then apologizes and offered me few options, I selected the hotel and she asked if I was ready to head there. After placing me on a 15 min hold (I was on phone for 30 mins at this point), she comes back on the line and asks "Did you decide on a hotel? I was taking notes about our convo." Are you kidding me?! She then searches for the hotel and now tells me that I will need to pay for the hotel and they can't guarantee that the hotel costs would be covered/reimbursed. Now I'm waiting at a random hotel lobby for the last 5 hrs, awaiting a phone call from Travel Zoo. Entire vacation ruined.

Review: I purchased a voucher in the amount of $299 for the Fairview Bed and Breakfast in Amherst, VA, through Travelzoo . My wife and I were scheduled to stay at Fairview on Friday, February **, 2013 through February **. This had been booked for sometime, and only two days before we were to arrive the owner informed us that due to a fire the establishment would be closed for repairs. We obviously wanted to reschedule, but the dates for staying were severely limited, including weekend blackouts and extended delays in reopening.

Obviously, Travelzoo has a refund policy, although there was no way we could know that circumstances such as fire would effect our plans. Whereas we understand the need to close and remodel, as teachers, we cannot stay during the week, and to curtail the times when the voucher might be honored - especially after forcing us to do so at a late date - is unacceptable. Finally, the terms of the voucher indicated that it was only valid from September *, 2012 until February **, 2013. We purchased the voucher as we knew we could stay towards the end of February - not beyond. Therefore, we do not find it incumbent upon ourselves to continually reschedule when the fire prevented us from staying during a time that was personally suitable.

We emailed Travelzoo to complain about this issue after the B&B informed us of its problems, although Travelzoo did not respond. The owners of the B&B have informed us that the only refund option for this consumer, is to request a credit or refund directly from TravelZoo, as the establishment has not been compensated for this transaction, and did not receive monies for this purchase. The B&B acknowledges that while it does not have direct influence over any 3rd party travel companies, it is the understanding of Travelzoo that it will honor either a full credit or refund, depending upon the date of the transaction.Desired Settlement: We would like the full amount of the voucher - $299 - refunded.

Business

Response:

To Whom It May Concern,

Travelzoo sincerely apologizes for the inconveniences experienced by [redacted] with regard to his Fairview Bed and Breakfast reservation. According to our records, Travelzoo was emailed on

02/**/2013 regarding the experience, and an email was sent to the [redacted] email address on file on 3/*/2013 regarding the experience. While Travelzoo is unable to offer a refund for this purchase, in light of the information provided, Travelzoo would like to offer a promotional code, worth the $299 voucher value, that can be used to obtain a discounted purchase on the Travelzoo Local Deals website. We are also able to offer smaller increments if necessary, as these codes are valid for one time use. If he can let us know the denominations of the codes he desires, Travelzoo would be happy to provide them.

Sincerely,

Review: In February of 2014 I purchased two vouchers for weekday sky dives at [redacted] via Travelzoo, for a total of $298. I booked a dive for my boyfriend and myself in July 2014, for my birthday. I paid a booking fee of $9 for each of us, and as soon as I booked the Travelzoo vouchers were marked as redeemed even though we had not used them yet. On the day of our dive, I took the day off work and we drove halfway there, incurring gas and toll expenses. Approximately 90 minutes before our dive time, we received a text message stating that our dive was cancelled due to "plane maintenance." Disappointed and out gas, tolls, and a day of leave, we turned around. My next opportunity to rebook the dive was in the late fall. When I called, they informed me that they were closed for the season but that they would allow us to rebook in the spring after they re­opened even though my voucher would expire in February of 2015. My first opportunity to dive was in June of 2015. Again, we booked the dive and again we were cancelled on, this time for "plain maintenance." They gave us 3 hours notice this time. I do understand weather cancellations in a business like this, but repeated cancellations for maintenance are unacceptable. The whole purpose of maintenance is to be done in advance to allow activities to carry on as scheduled. Since having these experiences I have discovered through Revdex.com, [redacted], and [redacted] reviews that numerous consumers have had similar issues with [redacted], and some have had to give up on ever using their booking. No one seems to have ever been refunded (or even apologized to). Given that and given the hassle of rebooking and taking time off work every time, I am no longer interested in doing business with this company. Travelzoo has refused to refund the voucher even though it continues to do business with [redacted] because the voucher has now expired (which it would not have if [redacted] had not cancelled our initial booking). Given that [redacted]'s Revdex.com rating is F, I believe Travelzoo has a responsibility to refund me after selling me a deal with a company known to have massive customer service problems.Desired Settlement: Refund of $298 paid to Travelzoo.

Business

Response:

To whom it may concern:On June **, 2015, customer[redacted], contacted Travelzoo regarding her two vouchers for the **

[redacted] she purchased on March *, 2014 which expired on February *,2015. After expressing her disappointment with the vouchers and the merchant, sherequested credit for the Travelzoo vouchers. Because the voucher was expired,the request was escalated to our management team for review. After our management team reviewed the request, the member's request was for acredit was denied because the vouchers had already expired and at no time wasTravelzoo contacted prior to June ** regarding the member's difficulty. We werenot contacted until almost a year after the member's originally cancelledreservation. In any situation where a member experiences difficulty with the voucher,Travelzoo is happy to assist our members to the best of our ability prior tothe vouchers expiration date. Once the vouchers expire, per Travelzoo'scontract with the merchant, the vouchers become valid for their base value touse at a future date with the merchant. The member was advised of base valueand give two $20 promo codes for her experience in correspondence dated6/**/2015 and 6/**/2015 respectively. The member was not satisfied with the response and the member's inquiry wasagain reviewed by our management team. In an effort to repair the relationship,on 6/**/2015, Travelzoo granted the member's original request and offered themember credit for the full amount of her purchase for a total of $298 which canbe used toward any future Travelzoo voucher purchases and was given the optionto divide the credit into smaller increments to use across multiple purchases.The member declined the offer of credit. At this point in time, the member's request for a refund is outside ofTravelzoo's refund policy. As Travelzoo was not notifed of any difficulty priorto the expiration date and the voucher is already expired, Travelzoo is unable toissue anything beyond Travelzoo credit.

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:

1) I did not contact Travelzoo prior to the voucher's expiration because in my mind a single last-minute cancellation for "plane maintenance" was not enough to justify such an action. However, the second such cancellation was and it did not occur until over a year after purchase in large part due to the seasonal nature of the activity.2) These are the reasons why the $298 in credits that Travelzoo has offered me are not a sufficient solution (excerpted from reply email sent to Travelzoo on 6/**/15):"First, it requires me to continue to do business with Travelzoo, which I have learned requires extensively researching the vendors through which deals are offered. Had I done more research on [redacted], I would not have purchased the deal in the first place. As the broker, I believe Travelzoo has a responsibility to its customers not to offer deals with businesses that have proven to have poor products or abysmal customer service, if exhibited by numerous online reviews and Revdex.com ratings. Accepting credits from Travelzoo at this point will be throwing good money after bad (yes, I realize I will not have to pay for the credits, but they represent money that I have already spent and believe I should get back).Second, the restrictions on the use of the credit (one per purchase, no combining or reissuing) make me think that it would be quite difficult to actually use these credits, as I will have to speculate in advance (when requesting denominations) what price ranges of experiences I might like to spend them on and then be constantly monitoring for deals that fit those criteria. I strongly suspect that Travelzoo will be the real winner here, as I will almost certainly not be able to use the full value of the credits. (I'm sure everybody who has received a voucher from an airline can attest to how difficult it is to use one and how much less valuable it is than the dollar value printed on it. To me, this sounds like a similar situation.)The bottom line is that even at this point in our discussions I still don't understand why it is impossible for me to receive a refund. I do understand that the voucher is expired due to the actions of [redacted], but that is a policy reason, not a practical one. I am willing to accept [redacted] or even a check. Since you are still offering deals through [redacted], I'm sure it would be possible to negotiate something with them (like skipping one payment to them to recoup what you are refunding me, thus placing the burden on them where it belongs)."The basis for my complaint is that Travelzoo has chosen to offer deals for a business that receives an F from the Virginia Revdex.com, and refuses to make good when its customers receive abysmal customer service, basing its refusal on a technicality (expiration of the voucher). Travelzoo's best attempt to address this has not provided me with full compensation because of the difficulty of using the credits without losing money and the continuing requirement of doing business with Travelzoo.Below please see some [redacted] reviews of [redacted], which demonstrate that my experience was not unusual (as do complaints with the Virginia Revdex.com). It's my belief that Travelzoo has a responsibility to screen its vendors better or, if not, to compensate its customers who suffer from its poor vendor selection.[redacted]

Sincerely,

Business

Response:

We appreciate the member's response and feedback regarding the experience with the merchant. Weunderstand her position and will take the necessary steps to address herconcerns with our team and [redacted]. Although the member's inquiryis beyond Travelzoo's refund policy, in an effort to repair the relationshipwith the member, Travelzoo will honor her request for a refund and hasinitiated a refund in the amount of $298. Thank you,The Travelzoo Team

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 ASSUMING THAT TRAVELZOO FOLLOWS THROUGH ON ISSUING THE REFUND. I have not yet received direct contact from Travelzoo with information on how to receive the refund, even though their last response says it has been initiated.

Sincerely,

Review: On July [redacted] I purchased a certificate from Travelzoo for a hotel stay in Dover Delaware. I tried several times to use the certificate and was always told there was no availabilty. When I called Travelzoo on September [redacted] I was asked if I was flexible on the dates I could use the certificate. I told them yes. I was put on hold while they called the hotel to see if there was availabilty. After a few minutes the lady got back to me and told me there was no availabilty and I would be credited for the certificate back on my credit card. After ten days I and no credit I called again and was told they never said that. These people are real ripoff artists and outright liers.Desired Settlement: I want my credit card credited or a valid certificate from the same hotel.

Business

Response:

To Whom It May Concern:

We first would like to apologize for the difficulties [redacted] has experienced while trying to redeem his voucher for the Dover Downs Hotel & Casino. After looking into the information on file from his 9/**/2013 call, we have been able to verify that the Travelzoo agent called this merchant, and after speaking to [redacted] at their location, was able to find that there was still space for [redacted] to redeem his voucher prior to expiry, and that this information was acceptable when provided. The notes fro his 9/** call then state that he says that he was offered a refund, however, due to the date of his initial call, a refund would not have been able to be offered. Travelzoo is unable to offer a refund for his Dover Downs Hotel & Casino voucher purchase, however, we are able to provide this customer with a promotional code worth his purchase, or $159, that may be used to obtain a discount on a future purchase. This code would be valid until 2018, and can be broken into smaller codes to be used for different purchases if [redacted] desires. He can let us know that he would like these codes, and they can be provided via this forum.

Sincerely,

The Travelzoo Support Team

Business

Response:

To Whom It May Concern:

We truly appreciate the opportunity to work to resolve [redacted]'s concerns regarding his Dover Downs Hotel & Casino voucher purchase. After listening to the information provided to [redacted] during his phone call, we have been able to verify that a refund was extended during his initial contact with our Customer Service agents. While Travelzoo policy generally does not allow refunds due to availability issues, because he was advised of a refund during this call, we are able to issue a full refund of the $159 paid for his voucher for this merchant. I have entered this refund, and it will be viewable on his MasterCard ending in [redacted] within 7-10 business days.

We sincerely apologize for the inconveniences that [redacted] experienced while trying to obtain this refund, and in appreciation of his patronage, below I have included a promotional code that is valid for a $10 discount on a future Travelzoo voucher purchase.

His code is: [redacted]

Valid until: 4/**/2014

Sincerely,

Customer Service Representative

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 as long as they are forthcoming with the refund.

Sincerely,

Review: The site travelzoo.com, advertised a flight at $399/person from JFK to MXP (Milan, Italy) when 2 passengers book together. The rate was advertised as valid until January [redacted], 2015 until 11:59 PT. But, when searched the rate was closer to $1700 - $2300 for 2 to travel. I searched several dates in the advertised period (unitl May [redacted]) with flexible dates and showed no rates reflecting the advertised price. I contacted the airline directly, but they advised I reach Travelzoo. But when I searched their website I was not able to find a phone #, instead I was given the option of chatting 'live' with a representative who only told me that the flight must be 'sold out' even though my search produced plenty of options of flights.Desired Settlement: I would like the rate to be honored as stated in the email advertisement - $399/person round trip from JFK to MXP from now (Jan) to May [redacted].

Business

Response:

To Whom It May Concern:We have reviewed [redacted]’s complaint and found it is possible that this deal was sold out before midnight. We included a note in the copy telling people that this will likely sell out before the midnight deadline and to book early. We also included updates as to when we were finding available inventory since dates were selling out quickly. Unfortunately, this is the nature with airline sales. Per our website, “at Travelzoo, we want your travel experience to be as problem-free as possible. But it’s important to keep in mind that listings of specials and deals on Travelzoo® or in [redacted] or [redacted] are provided by the respective travel supplier and/or its agents, not Travelzoo. For any questions or problems regarding booking of offers, please contact the travel supplier and/or its agents directly. Please read our disclaimer carefully at the link provided: [redacted]The Travelzoo Team

Review: On 04/**/14 I was advised I would have my refund with 7-10 days. I have yet to receive it and the have not responded to status requests.Desired Settlement: I would like to receive my $99 refund.

Business

Response:

To Whom It May Concern:

On April **, 2014, [redacted] requested a refund for the voucher she purchased for the $99 -- Milwaukee Hyatt w/Breakfast incl. Weekends, 50% Off deal by Hyatt Regency Milwaukee. She used Travelzoo’s Self-Service Refund Request. On the same day, the refund request was approved as her refund request is within Travelzoo's 7-day refund policy.

On April **, 2014, Travelzoo sent an email to [redacted] informing her that Travelzoo initiated a full credit in the amount of $99 to her original form of payment (Visa ending in [redacted]). She can expect to see the credit within 7-10 business days. If not, we advised her to contact her bank. Also, she was advised to contact our Customer Support Team at ###-###-#### if she

had any further questions.

Today, on April **, 2014, we checked and were able to confirm that her refund went through successfully. We advise [redacted] to contact her credit card issuer regarding her refund.

The Travelzoo Support Team

Review: I received a e-mail from this company that was selling movie tickets with a small popcorn that said even new releases and mentioned the movie I wanted to see tonight.. When I purchased the tickets the next step was to go thru another company ( [redacted] ) when I did the movie was not available for this movie.. It clearly stated on the email that this movie was.. I called travelzoo and they told me it was not because it was a new movie.. I had to wait until it was older.. I told them I would not of bought the tickets if I knew I could not watch the movie tonight.. I asked for a refund and they said no refunds...Desired Settlement: Refund my money.. It's a simple fix ...

Business

Response:

To whom it may concern:Customer [redacted] was denied a refund for two voucherspurchased through Travelzoo on 4/*/2015 based on the refund policy noted on thedeal page at the time of purchase. The information provided on the deal pageadvised the customer that all sales are final.The Travelzoo email which the customer references gave a sampling of movieswhich the merchant, [redacted], offers including new releases. This email ledthe customer to Travelzoo where we further noted that movies, dates, and timesavailable through [redacted] will vary. The movie in question, "Furious7" is being offered by [redacted]; however, is not currently being shownthrough [redacted] at the voucher's noted location. As this information was disclosed prior to the customer's purchase and theopportunity to view movies currently showing at the noted location was providedthere are no grounds for a refund of the customer's purchase. Thank you,[redacted]The Travelzoo Team