Trip Designs Inc

Dear Mrs***, letter-spacing: normal; background-" />
We have received a copy of the complaint filed against one of our agents - Trip Designs, by their customer Mr*** ***, and we are compelled to provide our side of the story, especially since he mentioned our airline - Air Serbia in his complaint.Namely, this is what happened in chronological order:
Trip Designs contacted us on June 12th, to ask if the ticket issued for Mr*** can be refunded without penaltiesThey were told that according to the fare rules and conditions, the ticket can only be refunded in case of illness or death of the passenger or immediate family member evidenced by a death or hospital certificate
On that same day, June 12th 2014, Mr*** called us as well and he was given the same explanationHe did say that he was aware of the rules but his father is not sick per seAccording to him, because of a domestic dispute with his sister he has to go to Serbia so that she can not place his father in a senior citizens care facilityHe asked for a refund for the old ticket and said that he will purchase another one-way ticket using our airline if we grant him the refund waiver
On June 17th, he emailed us a form signed by a physician from Belgrade, Serbia and initial refund authorization was given on June 20th, However because of multiple story changes by the passenger (Mr***) (and flat-out lies) our Head Office decided to suspend the waiver until the provided hospital certificate is verified because there were serious doubts that the form was falsified
When this happened we were informed by the travel agency that Mr*** called their office and made threats to the lives of their employees as well as to their property because they were digging to deep into this matter.
The final refund waiver was given on June 23rd, under condition that the passenger purchases new one-way ticket as he originally promised
However, since that day, the passenger does not take any calls from the travel agent - Trip Designs - and can't be reached for a final resolution to this issueNow, since the waiver was granted on June 23rd, and was not used before it's expiration because the passenger rejects any calls from his travel agency, at the discretion of Trip Designs they can refund the ticket cost of the old ticket by charging penalties.If you have any questions do not hesitate to contact us.Sincerely,Air Serbia's Help Desk teamAirSERBIA *** * *** *** ***
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Dear Mrs***,
We have explained what happened with this passenger of Trip Designs yesterday in detail and in chronological orderIt was Mr*** who insisted on resolving this issue over-the-phone, calling us 5-times on average on daily basisThe problem with the originally granted waiver (as explained in the previous correspondence) was the form that he sent as evidence of his father's failing healthAttached you will find a copy of that form where you can see that it was handwritten, with no mention of the hospital name and address, no mention of the patient's registration number and two illegible stampsThere was serious doubt of foul play in this case and it was decided by our Head Office to verify the validity of the provided doctor's noteThat's the only reason why the first waiver was suspended on June 20th,
Now, Mr*** was caught not telling the truth few times before that - first he gave three different reasons as to why he wants to change the originally scheduled flights on his Air Serbia ticket, one of the reasons was that he decided to leave earlier than September 7th, Another reason was the one that was mentioned yesterday in our correspondence - dispute with his sister who wants to place their father in a care facility for senior citizensAnd he came up with the last reason when he heard that he will have to pay full penalties if the reservation change is not done because of illness of the passenger or immediate family member
The second lie was when he wrote in the original complaint letter and stated that he has to pay penalties for the change or provide documentation because "Air Serbia was owned by Arabs", which is preposterousHe was actually told that since Etihad Airways from the United Arab Emirates became part-owner of Air Serbia, all fare rules and conditions are being observed and followed when it comes to reservation changes or refunds.
The last lie told by Mr*** was that he had to pay penalties in the amount of USD after the original waiver was granted and then suspendedNow, we do not know why he would say that since according to the authorization received from our Head Office in Belgrade, Serbia, the original waiver from June 20th, and the final waiver from June 23rd, offered full refund for the ticket that he purchased on April 1st,
The only logical reason would be that he had already purchased another ticket someplace else and he knew that the waiver was valid only in case he purchased the new ticket on Air Serbia as promisedThat would also explain why he is not answering his phone or calling back Trip Designs after so many calls and left messagesAnd this is very strange considering all the previous multiple daily calls from Mr***
In conclusion Mrs***, the passenger's old ticket will be refunded but penalties will be charged because the waiver that was granted expired and the passenger did not honor his promisesThe refund will be processed as soon as Mr*** contacts his travel agency - Trip Designs - and provides a mailing address for the refund checkWe have to inform you that this issue is resolved as long as we are concerned
Sincerely,
Air Serbia's Help Desk team
AirSERBIA
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1. My father is seriously ill and I provided the document that I was asked. 
2. I was willing to pay the penalty of $275, but the Trip Designes wanted to charge me extra for the "tarif" changes and that was the main reason that they suspended the waver.
3. I was fed up by the rudeness and unprofessional behavior of TripDesigns and AeroSerbia and on the 20th of June purchased the airline ticket to Serbia with other Airline.
4. The statements that were provided for you from the other party are complete fraud and because all the correspondence was done over the phone they are taking advantage of their costumers.
I still can't believe dishonesty of the travel agent that provided answers to the claim. I am deeply wounded by the actions of agents of AeroSerbia, and even more by agent from TripDesign, because, my family and me were treated without humanity. I understand that a business needs to make a profit but they were taking advenege because of the situation that I am in. After all that I've been through with AirSerbia and TripDesignes, I do not wish to deal with them ever again. I would like this matter resolved as soon as possible, because, I'm leaving soon, so I could care for my father. Please advise me on what will happen to this claim once I am out of country.
I am sorry if my answer sounds incoherent, I am deeply desapointed and disturbed by the actions of above mentioned and that is why I sounds incoherent. btw. I'm trying to write, but I keep being very sad...
Regards,
[redacted]

Review: I purchased the roundtrip ticket from LAX to BEG from Trip Designs over the phone and I was made to believe thatI have to make decision immediately and if I want to make any changes at the latter day, that I, just, have to call the agency, make new arrangements and pay $200. I was asked to pay in cash, which is the way that I payed to Trip Designs previously, for my trip to Peru, that I booked through them also. I didn't have time to drive to Newport Beach, so I made payment over the phone and payed in full and I received the itinerary 2 or 3 days later by email. I didn't checked itinerary, because did not suspect that anything could go wrong and I was preparing for my trip to Peru. While in Peru I found out that would have to change my plans because of my fathers bad health and family problems. Upon my arrival to US, I tried to make the changes, to fly as soon as possible and to my great surprise I was told that my ticket is nonrefundable and if I want to change it I have to talk to Air Serbia agent based in Chicago. I called Air Serbia and from someone called [redacted] was given explanation that because:"Air Serbia is owned by Arabs" I have to come up with document about my fathers illness to avoid the penalties of $275 and that they could make a decision about using refund for the round trip ticket with date 09/07/14 of $941.03 to purchase the one way ticket from the same agency, Air Serbia, for the 07/11/14. I provided the document signed and certified by Dr [redacted] the specialist about my fathers grave condition and today I received the phone call from Trip Designs that the refund was approved but I still have to make payment of $275. When I tried to make payment I was told that decision is overturned and that I have to wait until monday because the person that made decision to refund the $941.03 didn't include "tariff changes" and I have to pay more. I believe that I am being taken advantage off because of my situation and that they are trying to extract more money from me.Desired Settlement: I would like full refund of $941.03 plus compensation for all the trouble, aggravation and wasted time for runaround that the Trip Design costed me and my family if applicable.

Business

Response:

Dear Mrs. [redacted],

We have received a copy of the complaint filed against one of our agents - Trip Designs, by their customer Mr. [redacted], and we are compelled to provide our side of the story, especially since he mentioned our airline - Air Serbia in his complaint.

Namely, this is what happened in chronological order:

Trip Designs contacted us on June 12th, 2014 to ask if the ticket issued for Mr. [redacted] can be refunded without penalties. They were told that according to the fare rules and conditions, the ticket can only be refunded in case of illness or death of the passenger or immediate family member evidenced by a death or hospital certificate.

On that same day, June 12th 2014, Mr. [redacted] called us as well and he was given the same explanation. He did say that he was aware of the rules but his father is not sick per se. According to him, because of a domestic dispute with his sister he has to go to Serbia so that she can not place his father in a senior citizens care facility. He asked for a refund for the old ticket and said that he will purchase another one-way ticket using our airline if we grant him the refund waiver.

On June 17th, 2014 he emailed us a form signed by a physician from Belgrade, Serbia and initial refund authorization was given on June 20th, 2014. However because of multiple story changes by the passenger (Mr. [redacted]) (and flat-out lies) our Head Office decided to suspend the waiver until the provided hospital certificate is verified because there were serious doubts that the form was falsified.

When this happened we were informed by the travel agency that Mr. [redacted] called their office and made threats to the lives of their employees as well as to their property because they were digging to deep into this matter.

The final refund waiver was given on June 23rd, 2014 under condition that the passenger purchases new one-way ticket as he originally promised.

However, since that day, the passenger does not take any calls from the travel agent - Trip Designs - and can't be reached for a final resolution to this issue.

Now, since the waiver was granted on June 23rd, 2014 and was not used before it's expiration because the passenger rejects any calls from his travel agency, at the discretion of Trip Designs they can refund the ticket cost of the old ticket by charging penalties.

If you have any questions do not hesitate to contact us.

Sincerely,

Air Serbia's Help Desk team

AirSERBIA

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

1. My father is seriously ill and I provided the document that I was asked.

2. I was willing to pay the penalty of $275, but the Trip Designes wanted to charge me extra for the "tarif" changes and that was the main reason that they suspended the waver.