True Vacation Travel

I am rejecting this response because:The Christmas cruise was approved a reservation # and invoice issued due to the mistake in cancellation on the Thanksgiving cruise The price difference was to be made up between the cruise line and True Travel as we were not the ones that cancelled the cruise The cruise line will only tell us so much as we did not book the cruise, since True Travel booked the cruise the cruise line must have their approval to talk to us or have [redacted] on the line when they talk to us For the payment of the cruise taxes I provided my credit card information to True Travel, under the knowledge that I was paying True Travel and True Travel would be paying the cruise line for the cruise in full It was not until December that I learned that True Travel forwarded all of my personal credit card information over to the cruise line to pay for the taxes which is why [redacted] is stating that I did not pay him I was under the impression I was paying [redacted] as I did not authorize the forwarding of my credit card to the cruise linesWe did not discuss this at any point so I have asked and demanded payment back from ***/True Travel I have NEVER rejected this refund I provided a last chance option in an email for the Christmas cruise to be fixed and that was when Jaime Olson, whom I had not had previous email dealings with until now, declined the refund by stating that they were considering the refund but have changed their minds I want to refunded for the $on the taxes that I have paid

In May she contacted the agency to arrange travel for her sonShe won a cruise that was sponsored by [redacted] ***, to whom we gifted the certificate toThat certificate enabled two people to go on a specific cruise in October, with the option to pay extra for an alternative date, along with the necessary taxes [redacted] selected an alternate date and paid the additional cost and the taxes to the cruise line directlyDue to circumstances beyond our control their reservation was cancelledWhen we discovered that, we worked with the client to offer alternative cruises for the same time period, including offering to pay the extra expense for flights to other cruise portsWe even placed multiple other cruise options on hold as optionsThese were declinedLater the client said they would be able to go at the end of DecemberWe placed a hold on that reservation, pending the resolution of the significant cost difference between the two cruise datesSince nobody (client or cruise line) was willing to pay the extra cost, the reservation was never confirmedSince then we have made various offers including an extra 25% credit as a goodwill gestureAll of which have been declinedAs of December 16, all attempts at finding a resolution had been exhaustedThe consumer refuses to present a specific claim and remediationEach correspondence results in her making new demands, and appears to be more intent on arguing fault versus finding an acceptable solutionWith specific regard to her “desired settlement” that she presented to Revdex.com, since the original cruise was sold out and has now already departed this option is not availableWe are still willing to provide a similar cruise at the same price in the future for this clientAs far as an option for a cash refund, the certificate clearly indicated it has no cash value and we have not received any funds from the clientThe additional amounts they are claiming are not substantiated by any documentation or statement made by them in their complaintAs such we decline any cash payment or refund to the client they are demandingWe are still open to one of two options for this clientWe are willing to refund the out-of-pocket amount of $(which they asked for during our discussions, but then subsequently declined as on offer), or we are also open to providing 125% of the value of the original cruise certificate towards a future trip (based certificate plus 25% goodwill credit) Should you require any additional information, please let me know [redacted] President

Additional clarification. I just noticed that the claimant said they are rejecting it because they don’t want their son to be party to this action. However, since her son was a part to this claim, specifically that he was the traveler, we insist that he also agree to this settlement. Our concern, based on other circumstantial information is that the client will attempt to side-step this settlement by also attempting to litigate through her son, [redacted], who was the traveler. Since they were both involved in this situation, we insist that they both waive claim through this settlement.

I am rejecting this response because:The Christmas cruise was approved a reservation # and invoice issued due to the mistake in cancellation on the Thanksgiving cruise.  The price difference was to be made up between the cruise line and True Travel as we were not the ones that cancelled the cruise.  The cruise line will only tell us so much as we did not book the cruise, since True Travel booked the cruise the cruise line must have their approval to talk to us or have [redacted] on the line when they talk to us.  For the payment of the cruise taxes I provided my credit card information to True Travel, under the knowledge that I was paying True Travel and True Travel would be paying the cruise line for the cruise in full.  It was not until December that I learned that True Travel forwarded all of my personal credit card information over to the cruise line to pay for the taxes which is why [redacted] is stating that I did not pay him.  I was under the impression I was paying [redacted] as I did not authorize the forwarding of my credit card to the cruise lines. We did not discuss this at any point so I have asked and demanded payment back from [redacted]/True Travel.  I have NEVER rejected this refund.  I provided a last chance option in an email for the Christmas cruise to be fixed and that was when Jaime Olson, whom I had not had previous email dealings with until now, declined the refund by stating that they were considering the refund but have changed their minds.   I want to refunded for the $503.60 on the taxes that I have paid.

In May she contacted the agency to arrange travel for her son. She won a cruise that was sponsored by [redacted], to whom we gifted the certificate to. That certificate enabled two people to go on a specific cruise in October, with the option to pay extra for an alternative date, along with...

the necessary taxes. [redacted] selected an alternate date and paid the additional cost and the taxes to the cruise line directly. Due to circumstances beyond our control their reservation was cancelled. When we discovered that, we worked with the client to offer alternative cruises for the same time period, including offering to pay the extra expense for flights to other cruise ports. We even placed multiple other cruise options on hold as options. These were declined. Later the client said they would be able to go at the end of December. We placed a hold on that reservation, pending the resolution of the significant cost difference between the two cruise dates. Since nobody (client or cruise line) was willing to pay the extra cost, the reservation was never confirmed. Since then we have made various offers including an extra 25% credit as a goodwill gesture. All of which have been declined. As of December 16, all attempts at finding a resolution had been exhausted. The consumer refuses to present a specific claim and remediation. Each correspondence results in her making new demands, and appears to be more intent on arguing fault versus finding an acceptable solution. With specific regard to her “desired settlement” that she presented to Revdex.com, since the original cruise was sold out and has now already departed this option is not available. We are still willing to provide a similar cruise at the same price in the future for this client. As far as an option for a cash refund, the certificate clearly indicated it has no cash value and we have not received any funds from the client. The additional amounts they are claiming are not substantiated by any documentation or statement made by them in their complaint. As such we decline any cash payment or refund to the client they are demanding. We are still open to one of two options for this client. We are willing to refund the out-of-pocket amount of $503.60 (which they asked for during our discussions, but then subsequently declined as on offer), or we are also open to providing 125% of the value of the original cruise certificate towards a future trip (based certificate plus 25% goodwill credit).  Should you require any additional information, please let me know.   [redacted] President

I am rejecting this response because:  This was a simple claim.  Services were not rendered and upon request monies paid should be returned immediately.  The proposed agreement that must be signed by myself and my son, who is not involved in this claim, in order for me to obtain my refund is not acceptable.  I have agreed to and still agree to settle this claim with the immediate payment of $503.60.

Review: We booked our second trip to Hawaii through Cruise Holidays in Redding California. We specifically stated that we did not want a proposed 1010 pm departure flight to return home. Our travel agent made the adjustments to our proposed itinerary, and we agreed to it and began making payments on the trip. During this time, Cruise Holidays changed ownership. Once we paid off the trip, we received the itinerary and noticed that we had been booked on the 1010 pm return flight through Seattle which we had specifically requested not to have and had not agreed to. I contacted [redacted] at Cruise Holidays and informed him of the this situation. He stated that because we had not purchased travel insurance, there was nothing he could do. When we departed Hawaii, we were informed by the airline that we had been booked on an earlier flight and that we had missed it. I showed them the itinerary provided by [redacted], and they stated they did not know if there was room on the flight for us. After several anxious minutes, they were able to get us on the flights home. When I returned home, I contacted [redacted]. He originally denied telling me that he had informed me that he had told us that since we had not purchased travel insurance, there was nothing he could do. Later, he told me to send him an email with a copy of the receipts of any expenditures (additional time with a rental car, gas, meals, etc.) that we had incurred as a result of this situation. I did so. Later, he called me and informed me that we would be reimbursed the $80. It has now been over two weeks and we have not received any reimbursement.Desired Settlement: I want the $80 that was promised to me for the reimbursement of the expenditures that we encurred as a result of the misinformation that we were provided from Cruise Holidays and [redacted]'s refusal to assist us in getting the flight that we had originally requested so that we could return home when we wanted to.

Business

Response:

This letter is in response the claim filed by Mr, [redacted] on 1/11/2014 regarding his Hawaii

Vacation, This letter is to clarify the facts of the issue along with providing the steps that were taken to

resolve the complaint to his satisfaction.

According to the records we have for this vacation, on March 6, 2013 he spoke with [redacted]

(salesperson, not [redacted]) regarding a Hawaiian Vacation with our vacation supplier, Pleasant Holidays and

travel was deposited, At the time travel was deposited, he had return tickets on Alaska Air Flight 802

departing Maui at 2:45pm.

Sometime between March and October the agency received an updated airline itinerary from Pleasant

Holidays that they were now departing at l0:30pm. The client called in concerned about this issue~ I

asked the former owner, [redacted] to contact Pleasant regarding this issue When she contacted

Pleasant they informed her that the earlier flight "no longer existed" and that is why the client was on

the later flight. ! relayed this information to Mr. [redacted], he was understandably not happy with the

situation, but we both agreed that if the flight didn't: exist, there was little that could be done.

The statement regarding insurance has no hearth& on this issue because it would not cure to otherwise

resolve this sort of problem~ As we later discovered it appears to have been a computer error between

the airlines and the vacation supplier, Pleasant Holidays.

Upon the clients return from their vacation (December 13) they informed us that they had problems at

the airport because they were still booked on the earlier flight which they had missed. As a result they

had to pay approximately $80 in rental car fees to keep the car longer until the later flight.

The same day I contacted Pleasant and reviewed the situation~ They also started to research the issue

on their end. I called and left a voicemail with Mr [redacted] on the "same day On December 14th I

research out with a detailed email explaining that both Pleasant and Cruise Holidays expresses our

apologizes for the situation. t reinforced our role as their advocate on finding an acceptable resolution

to their situation. I suggested that beyond their actual loss, of about $80, that they should feel free to

claim any other reasonable expenses attributable to their. unnecessary delay. I asked for him to submit a

written statement along with a receipt of actual expenses

On December 16 I received a copy of his receipt, and explained that we would submit it to Pleasant

Holidays, I also provided an update that we learned that Pleasant received the flight change information

directly from the airline, Alaska Airlines.

On December 17 I received an email from [redacted] at Pleasant Holidays in response to our

submitted claim and she was willing to reimburse the client $80 in the interest of good customer

service We notified Mr. [redacted] on the same day that a credit would be issued to his credit card and it

may take 7-ID days for it to process.

On January 20 we received a notice from the Revdex.com regarding this complaint, We contacted Mr. [redacted]

and learned that the credit had not been issued to his card.I said that we are his advocate and would

contact Pleasant to resolve the issue, I received an email back from [redacted] at Pleasant where we

discovered there was a missing email regarding the confirmation of $80 for the total amount to be

refunded. After we reconfirmed this amount, she issued the refund request. I reached out to Mr.

[redacted] to inform him that there was a miscommunication regarding the refund, but that it had been

issued today and should reach his bank account within 7-10 days.

At this time, we are waiting for the refund to process with the bank. We requested that Mr. [redacted]

notify us when he receives his refund and/or if he doesn't receive it within 10 days

As the timeline above clearly illustrates, we have handled all requests from Mr. [redacted] is a very timely

manner - with same day, or next day action, We were able to secure a refund from the vendor within 1

business day of receiving the necessary documentation from the client.

Review: I won a 7 day Mexican Riveria Cruise from [redacted] that was donated by [redacted] from True Vacation Travel. I spoke with [redacted] in detail about transferring this cruise to my son so that he could use for his honeymoon. [redacted] confirmed this would be no problem. We picked a cruise provided all information I paid all taxes required on May 26, 2015 for a November 22, 2015 cruise. [redacted] advised my son that they would issue the final boarding tickets about 2 weeks prior to the cruise. My son started calling [redacted] 1 1/2 wks before and could not get through to him and no-one else in the office could answer why he was not getting his final boarding tickets. With the paid invoice received in May it showed the [redacted] reservation number. My son called [redacted] and they told him his reservation had been cancelled in September 23rd. No-one from True Vacation Travel knew this? No-one notified us about this, but they still had my money. After multiple calls per day for 3 days finally [redacted] advises us that it's too late to get a cruise booked for the honeymoon. My son is now out money for the non-refundable hotel room he purchased for the cruise. [redacted] did not assist so my son found a Christmas cruise. 11/21/15 [redacted] says he will get this one booked and work on a room upgrade as it was not our fault the reservation was cancelled, he provided a new reservation number. Still no boarding tickets and the cruise is less than 1 month away. Not feeling confident with [redacted] and his follow through since he has been so difficult to work with. On 12/1/15 my son calls [redacted] and finds that again his reservation is cancelled. As of today 12/8/15 we are still trying to reach [redacted] to get the cruise re-booked. He's had payment in full since May and he cannot tell us why the reservations keep getting cancelled. He is not returning phone calls/emails or helping to fix this. He offered the cruise as a prize to begin with and in my opinion now does not want to honor it.Desired Settlement: I want to have the cruise booked with the room upgrade including a credit issued to my son for the amount of the hotel room he is out for the first cruise that was cancelled that we were not notified of. If [redacted] is unable to book the cruise that he previously promised (as this is the 2nd time and my son's wife is a teacher) then we would like him to issue a check in the amount of the cruise that he has shown on the invoice including the money we paid back to me and I will book it.

Business

Response:

In May she contacted the agency to arrange travel for her son. She won a cruise that was sponsored by [redacted], to whom we gifted the certificate to. That certificate enabled two people to go on a specific cruise in October, with the option to pay extra for an alternative date, along with the necessary taxes. [redacted] selected an alternate date and paid the additional cost and the taxes to the cruise line directly. Due to circumstances beyond our control their reservation was cancelled. When we discovered that, we worked with the client to offer alternative cruises for the same time period, including offering to pay the extra expense for flights to other cruise ports. We even placed multiple other cruise options on hold as options. These were declined. Later the client said they would be able to go at the end of December. We placed a hold on that reservation, pending the resolution of the significant cost difference between the two cruise dates. Since nobody (client or cruise line) was willing to pay the extra cost, the reservation was never confirmed. Since then we have made various offers including an extra 25% credit as a goodwill gesture. All of which have been declined. As of December 16, all attempts at finding a resolution had been exhausted. The consumer refuses to present a specific claim and remediation. Each correspondence results in her making new demands, and appears to be more intent on arguing fault versus finding an acceptable solution. With specific regard to her “desired settlement” that she presented to Revdex.com, since the original cruise was sold out and has now already departed this option is not available. We are still willing to provide a similar cruise at the same price in the future for this client. As far as an option for a cash refund, the certificate clearly indicated it has no cash value and we have not received any funds from the client. The additional amounts they are claiming are not substantiated by any documentation or statement made by them in their complaint. As such we decline any cash payment or refund to the client they are demanding. We are still open to one of two options for this client. We are willing to refund the out-of-pocket amount of $503.60 (which they asked for during our discussions, but then subsequently declined as on offer), or we are also open to providing 125% of the value of the original cruise certificate towards a future trip (based certificate plus 25% goodwill credit). Should you require any additional information, please let me know. [redacted] President

Consumer

Response:

I am rejecting this response because:The Christmas cruise was approved a reservation # and invoice issued due to the mistake in cancellation on the Thanksgiving cruise. The price difference was to be made up between the cruise line and True Travel as we were not the ones that cancelled the cruise. The cruise line will only tell us so much as we did not book the cruise, since True Travel booked the cruise the cruise line must have their approval to talk to us or have [redacted] on the line when they talk to us. For the payment of the cruise taxes I provided my credit card information to True Travel, under the knowledge that I was paying True Travel and True Travel would be paying the cruise line for the cruise in full. It was not until December that I learned that True Travel forwarded all of my personal credit card information over to the cruise line to pay for the taxes which is why [redacted] is stating that I did not pay him. I was under the impression I was paying [redacted] as I did not authorize the forwarding of my credit card to the cruise lines. We did not discuss this at any point so I have asked and demanded payment back from [redacted]/True Travel. I have NEVER rejected this refund. I provided a last chance option in an email for the Christmas cruise to be fixed and that was when Jaime Olson, whom I had not had previous email dealings with until now, declined the refund by stating that they were considering the refund but have changed their minds. I want to refunded for the $503.60 on the taxes that I have paid.

Consumer

Response:

I am rejecting this response because: This was a simple claim. Services were not rendered and upon request monies paid should be returned immediately. The proposed agreement that must be signed by myself and my son, who is not involved in this claim, in order for me to obtain my refund is not acceptable. I have agreed to and still agree to settle this claim with the immediate payment of $503.60.

Business

Response:

Additional clarification. I just noticed that the claimant said they are rejecting it because they don’t want their son to be party to this action. However, since her son was a part to this claim, specifically that he was the traveler, we insist that he also agree to this settlement. Our concern, based on other circumstantial information is that the client will attempt to side-step this settlement by also attempting to litigate through her son, [redacted], who was the traveler. Since they were both involved in this situation, we insist that they both waive claim through this settlement.