TripMasters

Dear Revdex.com, Please review the attached document in regards to our clients complaints Regards, Danielle D [redacted] We would like to respond to this client’s rejectionPlease note that this client was still under the terms of cancellation when deciding to purchase new accommodationsThese clients had to agree to the NON REFUNDABLE rate when purchasing the package in the booking processThey also agreed to terms associated with this hotelSupplier note of non refundable property:From: [redacted] ] Sent: Wednesday, July 02, 12:PMTo: [redacted] Cc: [redacted] ; ' [redacted] 'Subject: RE: [redacted] Hello ***, The hotel is unwilling to waive any fees because this is a non refundable booking so the hotel said they will charge in full.Thank you, [redacted] CRC AgentClient Relationship Center Orlando [redacted] ***Orlando, Florida USAPhone: (+1) [redacted] [redacted] Option 1If a non refundable property is booked during the booking process the client is responsible for the TOTAL price of the non refundable property that has been reserved.b HotelsThe closer to your departure date that you change, the more likely there will be higher penaltiesHotel penalties vary between properties Each property and each hotel supplier may establish different conditions for changes.For multiple room reservations, we may use or more suppliersIn those cases, each supplier may apply different change penalties for the same property.Note that, depending on the season, some hotel reservations may not be changeable at all (fairs, conventions, special events, Holidays, New years, Christmas, etc).Changes while traveling are permittedHowever, passengers must agree to the new price IN WRITING (by e-mail) before we process any hotel changes We suggest you open a free online email account to ease our requirement of having your email approval while abroadWe do NOT accept approvals on the phoneAny refunds (and penalties) resulting to the change will not be known to us for at least three business days by the supplierTherefore, we will not be able to apply any monies towards your changes.b HotelsHotels have different cancellation penalties according to the dates of stay at hotel and othersFor example, stricter cancellation penalties are imposed during high season dates such as peak winter, peak summer, Thanksgiving, Christmas, New Years, etc., special events, etc COMPLAINTS AND REFUNDSComplaints will be handled in a case by case basis by our management.Applications for refunds, if permitted, must be made in writing within days of your scheduled return and must be accompanied by appropriate documentation evidencing amounts to be refunded.In certain situations, refunds cannot be issued until receiving appropriate verification and approval from our vendors, this process can be lengthyA resolution can sometimes take between and daysWe will not refund any money due to passengers arriving late for check-inPassengers should plan to check in hours prior international flight times and hours prior regional flight times.We will not refund monies for dissatisfaction with the conditions of a property, its rooms, facilities or services Please take note that the lower the price, the lower the quality.We will not refund monies for train tickets that have been lost, stolen or left at homeYou must have physical tickets in your possessions to board trains in Europe.Rent-a-cars have a minimum stay requirement of daysYou may use less than the days but we cannot refund the difference upon return from your trip

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I called Solar Agent in Italy or the contact number I was given by Solar Tours and was told to buy another Direct ticket from Milan to Rome and stamp the Unused Ticket as Unused where I will get the refund upon my return to USAIn the first place there was NO reason what so ever that Solar Tours booked for us tickets with a or hours stop in FlorenceBeing old couple it was too much to switch from one train to another when there is always direct train from Milan to RomeWe are suffering because of Solar Tours booking mistake Thanks Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The suggestion that adjusting the Lima day tour and the airport pick up time were "completely out" of the businesses "control" is a ridiculous farceMy husband and I entered the Lima city center the day the tour was origionaly scheduled and although traffic movement was restricted, it was not prohibited as the company is claimingOur driver simply dropped us off three walking blocks from the main squareThe itinerary stated that hotel pick up time for Lima airport would be at 06:30am not 04:50amThere are flights departing from Lima to Cusco every half hourIf the outbound scheduled flight was truly out of the company's control, which I do not believe for a minute that it was, scheduling a dinner the night befor that returned clients to their rooms at 23:is the irresponsibilityTo address the "altitude sickness", the company conveniently ignored the actual statement that I madeI fell ill due to "exhastion" at altitude, not altitudeMy husband and I don't live in Los Angeles, we live in Denver, ColoradoAs for the assertion that we must be clients with special requirements, my husband and I are healthy, middle aged, experienced world travelersOf corse we participated in all of the tours, we had little choiceIf we had not, the company would assert that we voluntarily opted out and still try to refuse a refundThe quality of our experiences on these tours due to sheer exhastion is why I am seeking a refundBeing in the business of adventure tours should not mean being in the business of torture by sleep deprivation[redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: no action has been taken to right the situation with respect to myselfI understand that sometimes these matters take time, however, the initial complaint was filed with Solar Tours in early February which is the down season for Ireland tourism, not high seasonAlso, I have provided all the documents/documentation that they asked for, proving that I was charged for something that was outlined in the packageAfter five months this is not a valid response from Solar Tours Regards, [redacted]

From* [redacted] [redacted] Date: Thu, Sep 11, at 3:PMSubject: Itinerary For Complaint # [redacted] To: [redacted] > Sorry about thatHere is the itinerary that they gave to me upon paymentThank you for the prompt response

Dear Revdex.com, small/ We would like to apologize to our mutual customer of any inconveniences he may have encountered due to the seat available issuesHowever, it is always stated in our terms and conditions when booking the package that seats are not guaranteedHowever, that doesn't mean an actual SEATIt means the seat assignments prior to check in due to the airlines restrictions and or availability at the timeWe as a company understand how important our clients feel aboutpreassigned seats and do everything in our power to help the clientWe have communicated with our client on July 2nd and the on July 18th about their seatingWe understand they are frustrated about not having the actual seat numberHowever, in many cases this can happen due to available issuesOur client has booked the trip in HIGH season traveling within days of departureIn these cases the assignments are even less frequentA seat on a plane is guaranteed not a pre-assigned number in some casesWe value our clients opinions and are sorry that Mr [redacted] is not satisfied by the answers he receivedThe wholesale prices of the flights/services do not offer us the extra room to provide upgraded seats for freeMaybe in the future we can offer this option but as of now we are trying keeping our costs to direct passengers as low as possible for the packages booked Best regards, Tripmasters.com

Dear Revdex.com, We are very sorry to hear the passenger was not happy with the flight options she selectedWe have however checked the legal time the airline was offering and it was as they call it a "legal connection"Our client has already departed on her trip and we hope her check in she was concerned about was smooth processShe booked a wholesale price so the itinerary may not have been as she would have preferred but she agreed to this before purchasing the package Changes are not always easy AFTER the airline ticket has been issuedThe airlines have strict penalties to change ticketsThis is why we suggest they carefully read the itinerary and the terms of the booking BEFORE purchasing We do hope our client enjoys her trip and everything works as expectedThere is nothing further on this case at this timeRegards, Danielle D [redacted] Solar Tours Europe- Operations Supervisor

Dear Revdex.com, We understand our client is awaiting a refund on the unused train ticketsPlease note that the supplier denied the claim as follows belowWhich is clearly noted in our terms and conditionsHowever, we have re-opened the claim on OCT 17th with our sales representative to see if they can take another look at this caseWe will send a follow up this week to see if they were able to close this case in our clients favorWe will respond to the client as soon as we hear back from our contactBest regards, Danielle D [redacted] Solar Tours Dear Danielle and [redacted] , Thank you for contacting [redacted] We are here to assist youI am sorry to hear that your clients were unable to take their scheduled train from Milano to Florence and Florence to RomeThe train from Milano to Florence departed on June 8th at 3:38pm and the tickets were endorsed on the same date, but the time was 4:00pmThe tickets were endorsed after the train had departedEuropean rail reservations are made for a specific date and timePer the after-sales policy of their ticket, it was partially refundable only prior to the train departure time The after sales policy is set forth by the railroadsAs a distributor for the European Railroads, we must abide by the rules set by the companies themselvesThis information is displayed online when you choose the fare and once you add the itinerary to the shopping cartIf booked in the Contact Center, it will be on the [redacted] Invoice that is emailed under the after sales sectionRegrettably, no refund is possible for your client's ticketsWe regret that we are not able to provide the response you were expectingWe hope you understand our position We look forward to booking your client's next trip abroadBest Regards, [redacted] Customer Relations

We have just came back from our first European vacation for days last weekWe really enjoyed it and nothing to complainSo much to be thankful and it was indeed a great service from air, transfer and hotels accommodationEuropean Destination is highly recommendableMy son was the one who first traveled to Europe in and we are glad to having use this travel agencyWe will for sure use European Destinations/Tripmasters for our future travel needs and will definitely recommend to friends and familyTheir staffs are very helpful and one thing I really like is their customer service is always availableHave called when we were still in Paris to inquire about extra luggage and got the phone picked up right awayEven the missing bag pack that we have at Paris de Gaulle, Arianne J [redacted] is helping and coordinating with the people of Paris AirportShe is constantly providing an update through e-mailGreat job to everyone

Dear ** [redacted] , Please receive our answer in regards the complaint ID of [redacted] received by email on February 11th ** [redacted] 's complaint was previously received on Tue 1/7/after a phone conversation we held in reference to the problems he experienced during his vacations in Costa RicaHis travel package was for people, including one night of stay in [redacted] at the [redacted] Lodge and two nights stay in [redacted] at the [redacted] Resort and Spa confirmed with a total package price of $It is important mention that the original request for hotel in [redacted] was not available, therefore we sent him a quote with an alternative with the service priced as previously detailed The problem with this package was that due to an error from our fulfillment department, only two nights were confirmed by the hotel supplier, one for the hotel in [redacted] and another for the hotel night in [redacted] The stay in [redacted] was wrongly confirmed, therefore, the price we confirmed was only for one night instead of two nights in [redacted] The clients were already in their destination when the problem was detected and our supplier brought the issue to our attentionThe hotel [redacted] Resort and Spa was capable to accommodate the guests in some rooms that they had available, but not with the same category of the room booked for the first nightThe hotel provided a complimentary late check out and fruits with chocolates due to the inconvenience they experienced Solar Tours by the other side has absorbed the cost of the additional night in order to avoid any additional charges processed towards to our client's credit card and to correct the problem causedThe additional cost absorbed was of US$in concept of one additional night on standard rooms We truly regret the inconveniences that this problem has generated to ** [redacted] and his family, but in order to correct the situation with his booking; the extra cost for accommodations was absorbed, as well as the compensation we offered for a credit discount for $valid for a year Unfortunately, ** [redacted] considered that this is not enough, but we are not in position to provide more refunds than the compensation offered We hope that our answer helps to clarify the this case, however, if further assistance is required or there are any questions please let us know at [redacted] Sincerely, [redacted] | CS Supervisor SOLARTOURS.COM Nicholson Lane, Suite Rockville, MD Phone: ###-###-#### Ext [redacted] Fax: ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: if the property had been true to the description and the recommendation given by european destinations on behalf of solar travel, than I would say yes its true the truth to the matter is the property was falsely representedin any standard this hotel cannot be rated starsi don't care what country on visitsthis problem needs to be rectified and a refund for the days givenalso whats the mystery that you cannot provide the itemization of the daily rate for hotel Regards, [redacted] ***

Dear Revdex.comWe thank you for sending us this notification from our mutual clientWe have reviewed the flight details and this is the arrangements Miss Ramiscal approved when booking the packageThis could have been the cheapest at the moment and that is why it was offeredWe always allow for at least hours connecting time when possible, /In this case it seems the agent did take this into consideration of age and gave a little longer of connection to insure they catch the other flight and not be rushedAnytime the client wants to change AFTER approval fees applyIn this case it could have been non refundable flight due to the regional rules [redacted] Airlines Class W from Venice VCE, IT (VCE) on Mon, 3/30/at to Istanbul, Ataturk TR (IST) on Mon, 3/30/at [redacted] Airlines Class W from Istanbul, Ataturk TR (IST) on Mon, 3/30/at to Paris Charles de Gau (CDG) on Mon, 3/30/at 2205>>>At this time we do not see anything wrong with the above schedule agreed upon

ear Revdex.com, Dear Revdex.com, We want to remind you that over bookings do happen in high season(this is stated in our terms) This was certainly a case of the hotel overbooking and NOT a bait and switch as the client mentionsOur client booked a budget NON recommended propertyThe details are as follows: On [redacted] - [redacted] it is ranked Blue Diamond percentWhile Sunday Perissa Village was ranked at percent Please keep in mind these are BUDGET properties and are not on our "recommended list"There is no compensation due on this booking as the relocation was similar standardsThe client might also want to keep in mind the other two hotels booked were star rankingsSo, this was not a matter of us switching to the lower standardHe selected this star category for this city prior to departureThis may explain the differenceHe also selected non recommended star propertiesThe booking process clearly indicates which hotels WE as a company recommendThese are based on quality, location and serviceWe hope this helps the client understand what has happened hereRegards, Danielle D***

Dear Revdex.com, We are sorry to hear that the changes were not as easily made as the customer would have hopedWhen we book our tickets there is always a change fee and if fare difference appliesHowever, most of our contracts are non refundableWe do see that a quote of the was advised but when the agent went to make the change there was a price difference making it the TOTAL NOT per personWe can never guarantee a fare price until approved and CREDIT CARD has been chargedWe completely understand the frustration of the clientHowever, the client had decided to purchase new tickets else whereIn this case we cannot do anything with the tickets they purchased as they were non refundableWe would like to offer the client a credit for a future booking with usWe cannot refund the cost of these tickets as the client purchased the other tickets on her own and the agent advised these were non refundableWe still must provide out money to the supplierOut terms and conditions simply note there are non refundable fares and change fees but we cannot give exact amounts until time of new change, Should the client decide to travel with our company again we would like to give them a discount Best regards, Danielle D [redacted] Operations Supervisor

Dear Revdex.com, Thank you for bringing our clients trip concerns to us, We have reviewed the hotel in this complaint and have reviewed comparable sites and they all have the same rankingHowever, the client needs to understand the ranking specifically has location as one of their top qualitiesSometimes these supersedes the quality of the hotelThis hotel was a non refundable propertyWE asked the supplier for any kind of refund but they did not want to refund as client stayed with them at this hotel and use the nightsThe client also did not pay the amount he claims for this property he is actually claiming almost three times the amount paid for the night stayThere is no refund on this property as per our terms and conditionsWe could offer the client a small discount for a future booking as a good faith offerHowever, the hotel booked and paid for was non refundable and we will not be issuing a credit.Please check other sites as follows that show as star property: [redacted] Thank you for letting us respond to the complaint Best regards, Danielle DeOrio Solar Tours

Dear Revdex.com, We are terrible sorry to hear about the flight changes and not being able to get ahold of our agents to help fix the flightsObviously in these situations the flight availabilities can be hard to findBaggage is not something we can guarantee as each supplier has their own baggage rules We cannot be held responsible for these type of feesIf the last minute flight change endured extra charges the client should claim these fees with the travel insurance providerShe can reach the insurance provider as follows: http:/ [redacted] Best regards, European Destinations

We booked through this company for the first time in JanuaryWe did a custom trip to GreeceAll transactions went very smoothlyI made sure to chat with the customer service agents and did my homework on hotels and cities first before booking and nothing went wrongFrom flights to car to hotels, everything was perfect to make this trip the BEST I've ever taken

Dear BBB, We are very sorry that the client felt we did not act on our part. The agents did their job. We would love to give the client the money back but again the supplier is charging us for this airfare. We would love for this client to use our services again and have no problem giving them this amount toward future travel. They are not willing to accept this compensation at this time. IF they change their mind and would like this amount applied toward a future trip we certainly will do so. We consider this case closed at this time as the client is not willing to accept our offer. Best regards, [redacted] ***.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:As I have told Solar Tours many times, [redacted] is NOT my trip insurance company. It is the trip insurance company of my travel companion. The fact that Ms. V [redacted] provided the necessary info to my companion's trip insurance company does me no good at all. My trip insurance company is [redacted] ***, which I told Solar tours. They in fact acknowledged their error, apologized and sent me a portion of the information I required to submit a claim. They then, however, went silent. They refused to provide any more information, including the basic initial breakdown of the cost of the trip. This made it impossible for me to submit a complete claim, and very unlikely that I will get my money back. My request is that Solar Tours gather and submit any and all information requested by [redacted] to complete a claim in a timely manner. Regards, [redacted]

Your customer service is horrible! I booked and have 90% of a trip pd off for July 2019! I was contacted on 04/25 about a cancelled flight that will connect part of my trip from Dubai to Mumbai...JetAirways. That's NOT the fault of your company or mine. The problem is I am asked to pay yet MORE money for another flight and have to wait on my refund from a BANKRUPT COMPANY! The sad part is, I've paid for trip insurance through your webisite to cover situations like this... cancelled flights! I called in on Thurs or Fri to Tripmasters to inquire and was told that YOUR company is requesting the money from Jet Airways and it will take 6-8 wks for the refund from Jet Airways, I need to pay more for another flight.My trip insurance said they would process the claim/refund in 2-3wks... Big Difference!Here's the problem and my reason for a complaint to the BBB, Face Book and any other entitiy! First off, I did NOT give Trip Masters permission to request money back from Jet Airways on my behalf. That's why I paid for trip insurance and I want to use it. I've called 4-5 times...keep getting the same runaround... told to call today , 04/29, the Accounting Dept will be open and that I could SPEAK w/someone and ask for the refund request to be cancelled. I called today...NOW they tell me the Accounting department doesnt take phone calls! Saturday, I called to get the EXACT amount of the refund for the airline tickets..the agents said they dont have that information only an average! Asked for a Supervisor Auburn and Marlin... told me that they would call/email me back when they found an answer regarding my request to cancel and submit this claim through my insurance. There's NO corporate number except the calling and speaking to the SAME people. Oh get this... they stated today also that the money will be applied as a credit on MY account for this trip or an upcoming trip. They took the money off of MY credit card and the other travelers... I want my money to come back the SAME way they took it. I dont have a problem with Jet Airways... I have a problem with the POOR customer service & FRAUDULENT PRACTICES BY THIS WEBSITE AND lack of followup and NO information. They're great at telling me I owe more money NOT at helping me get my money back also not communicating and or getting mMY ermission to request refunds. ETC. that's wyy I have insurace for instances like this I haven't even gone on the trip yet and have problems already SMH 1 unhappy customer!