TripMasters

Review: Planned a trip in August which was cancelled due to daughter breaking her leg and was unable to fly. European destinations has failed to re-book the trip on a timely basis and we have been consistently lied to about air fair availability and hotels. For some reason they have made us wait to try to re book the trip costing us potentially $3000 more than was already agreed to. They have also lied about reserving the hotels we wanted (Have email proof) and reasons why they couldn't book sooner.Desired Settlement: I would like to speak with a senior person and negotiate a refund or a reasonable re booking cost.

Business

Response:

Dear Revdex.com,We are sorry to hear our mutual client is unhappy with our customer service.The client did cancel the reservation and had not purchased insurance. We actually waived our penalty as the client wanted to rebook and did not purchase insurance. This was a special exception as we do not waive cancel penalties. It's up to the client to contact us and rebook the package once they know the new dates. There may have been unavailable hotels and routes on the time he was checking or price may have increased. However, this passenger charged back to his credit card. When a client does this we need them to remove the chargeback in order to move forward with the booking. We have asked a senior agent to contact this client to offer them some new options. The client has not responded to our offers at this time. We have tried to resolve this matter. The client needs to contact the agent back to rebook his AIR credit that is pending for rebooking. All other services have been refunded accordingly. The amount will pend until client contacts us back with new dates. They have up to 1 year to rebook from the date the air tickets were issued.Regards,Danielle D[redacted]Solar Tours