Western Resources, Inc.

HIs girlfriend called our office and purchased a non refundable vacation package and gave verbal authorization for us to use the cardAt the time of booking she was told the terms and conditions of the package and that once ticketed it was non refundableWhich she agreed to and gave us the card
numberThe agent said if we did not receive the form her trip "could" be cancelled but never said she would receive her money backThe agent also sent a form stating that the form is a receipt after purchaseWe have refunded all the money that we have collected because we received an exception on the agreed upon termsUnfortunately the airline would not waive the penalties for the client and they now have a airline creditWe do not have any of their money - because we have already refunded all the money we have collectedShe can reach out to Spirit directly and see if they will offer her the same courtesy we have because at this point they have denied our request for an exception of terms

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have spoken with representatives and sent numerous email to Travel by Jen to cancel within less than hours of the original *** purchase asking for cancellationThe only form I was ever sent which I have saved in numerous emails Is not a proper cancellation formThere is absolutely no reason that this needs to comtinue to be dragged out by Travel by Jen for a vacation that I properly cancelledTravel by Jen never sent any forms and continue to charge my credit card
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

We apologize that they are unhappyThey purchased a non refundable vacation package with pre paid servicesThe agent as a courtesy relayed the information that was provided to the services that were pre paidThe client showed up without the required passport which is of no fault of the agency
The hotel is not willing to offer any compensation since the service was provided and the missed night was due to client errorAs a gesture of good will we are willing to offer FTC in the amount of $per personThe hotel has provided documentation that these clients opted to purchase a vacation club program but they hotel had a room for them

I apologize if you felt I had a tone but being called a liar is not accurate and disrespectfulI received your email and have already begun the process of looking into this for you to get a resolution, so I am confused why you feel my response unsatisfactoryI will continue to communicate with you through our email chain with any updates we have as soon as I receive themIf there is something more you would like me to do please let me know

The terms are very clear the package is non refundable once ticketedWe have NEVER said that someone would receive a refund after they fill out a form that says otherwiseWhat we have told ppl is that if they are looking for an exception to the terms that were agreed upon - the only way to look into this will be to actually have the reservation cancelled which we will not do unless we have a form from the traveler stating that they would like the booking cancelledI am also going to include the terms that she agreed to at time she purchased the vouchers :Cancellation policy & fees: $fee per person to cancel; 46-day cancellation required or fee of 50% *** price; 31-day or fee up to *** priceTravel insurance is highly recommendedAirfare nonrefundable after booking.At this point she has been given a FULL travel credit for the land portion of her vacation that she booked

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***,
and have determined that my complaint has NOT been resolved because:
We were repeatedly told that Travel by Jen wouldn’t cancel any of the travel arrangements unless we signed a form agreeing that the travel package was a final sale and non-refundable, a condition we had not previously agreed toWe refused to sign the form. We independently confirmed with the hotels that our hotel reservations had been cancelledTravel by Jen never notified us of any of the cancellations. In a corresponding dispute with *** (who sold a voucher for the travel package), Travel by Jen responded to ***’s inquiry about our dispute by telling them that we had booked a new travel package through them and the matter was resolved, neither of which is true. We have not been directly notified of any kind of credit by Travel by Jen, nor of the waving of any feesTheir response to the Revdex.com is the first we have heard of the existence of a credit. In summation, Travel by Jen has acted in a manner that borders on blackmail by insisting on us agreeing to subsequent terms that would waive our rightsThey clearly made the requested cancellations without our completion of their formIn addition, based on the various statements that they have made in regards to our standing with them, they come off as a company that is at best confused or incompetent, and at worst is deceptive and has lied to multiple parties, including usThere is no scenario where we would ever be comfortable going on any trip that was planned or administered by Travel by Jen, as we have no good faith that anything presented by them is factual
Again, we are requesting a refund of our money
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Agent asked if I was a member & I told her yesSpirit Airlines only discounts baggage when booking, not after the factThat alone cost me an extra $The agent never asked if I was checking bagsI checked with Spirit for the discount & was told it had to be done at booking which was done by the agentI sent an email telling her to add bags in each direction on the day of booking with SpiritI got no resp from that email
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I am sorry to hear these clients did not have a good experienceI have checked with customer service and I do not see that they have been contacted about thisWe will be more than happy to investigate their concerns so please have them reach out to us and we will look into thisI did check
the ad in regards to the transfers and they were not included in the advertised rate so I apologize for any confusion

Our company sells a wide variety of resorts that appeal to a wide variety of clientsSO although this property did not meet this clients standards I assure it does appeal to other who have enjoyed resortHad this client done her own research the periters of the reservation is on the website of the hotel and ALL Meals are includedMaybe not at all the restaurant on every night, but meals a day are includedId like to point out that the negative reviews that are posted online are less than 1% of the clients we have booked over the years and that needs to be taken into account as well. Again this package was pre paid to all suppliers and non refundableas stated on the authorization form and on the phone prior to bookingWe have reached out to the resort for compensation on her behalf and offered back to her the exact amount thehotel has authorized to usWe can not refund money that we do not haveWe have tried to work with her but a full refund is not possible

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I will accept the businesses response once the check is recievedThank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

The agent was not notified by the traveler that they were spirit membersTHe traveler was notified at the time of booking the flights were on Spirit so he should have given any airline membership information to the agent at that timeThis has to be taken up with Spirit directly - they will be the
only ones to provide a refund if eligible for the bagsWe have advised the traveler of this

I am out of town until Tuesday, but when I return to the office I can set up a conference call to discuss the terms of the credit and play the recording where his girlfriend agreed to the termsI will email at the email provided to set a time for the call

I am very confused about this clients accounts of what is going onShe redeemed her vouchers for an active reservation and has not contacted us about cancellingShe was originally charged $ - but that has been refunded so no additional money is on her card except the codesPleas have
her contact her booking agent is she is no longer interested in traveling

We are sorry that she did not have a good experience and are in the process of working on this customer service issueWe will contact her as soon as we have a resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and working with company's representative to find resolution
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Again, we see that the terms say "airfare nonrefundable", but in no way were we aware that the land portion was nonrefundableAlso, even though we did not sign the cancellation form, our land portion of the trip was cancelled by Travel by JenWe have not been contacted about any sort of credit, nor do we want any credit for two reasons: (1) we are still concerned about the Zika virus and Travel by Jen only offers trips to areas where Zika is being transmitted; (2) we do not wish to conduct business with Travel by Jen ever again
Sincerely,
*** ***

Revdex.com:At this time, my complaint, ID *** regarding Travel by Jen has been resolved
Travel By Jen has agreed to cancel the trip and refund my money.I am now satisfied with the outcomeThank you for your assistance.Best,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
To Whom It May Concern: After several hours of emailing Travel By Jen's representative, Danielle B***, she finally agreed to cancel my tripHowever, with the exception of a $fee per voucherAdditionally, she pointed out that the airline tickets were nonrefundable; and may issue fees of up to $per ticketShe was not willing to negotiate with the airlines on my behalfConsequently, I had to call the airlines and speak to them about the situationA very nice *** agent said it wouldn't be a problem to cancelMeanwhile, the $fee per person that Travel By Jen referenced in their cancellation policy was with regard to the airline's fee for cancellingI have already paid those fees to the airline, which will be applied when I re-book the flights in the future Next, the cancellation paperwork to which MsB*** is referring is a vague statement that isn't on the company's letterheadI am very reticent to sign anything with this vendor, as they have already overcharged two of my credit cardsI discovered yesterday, 6/*/2016, that the credit card I used to initially purchase the vouchers was overcharged by $600; and another credit card was overcharged by ($58.77)The travel agent who executed the bookings said he "didn't know how that happened"I initially purchased two *** vouchers for a "Deluxe Costa Rica all inclusive 7-day trip including airfare--Option **", at $eachThe travel agent said there would be a $fee to transfer my voucher to an option wherein I could fly out of LAX airportInstead, I was overcharged more than a $1, The "cancellation paper work" to which MsB*** is referring states the following: "** *** *** *** *** ** *** ** *** ** *** *** *** *** *** *** ***
* ** *** *** *** ** * *** *** *** * *** *** * *** *** * *** *** *** *** *** ** *** *** *** *** * *** *** *** *** *** ** *** *** *** *** ** *** ** *** *** *** *** ** *** ** ** *** *** *** *** *** ***. ***
***
*** *** ** *** *** *** *** ** ** *** *** *** ** *** *** *** *** ** *** *** ** *** ** *** *** *** *** *** *** ** *** Moreover, in another email (6/*/at 12:59pm, Pacific Standard Time) MsB*** states the following: "** *** *** *** *** *** *** * *** ** *** *** ** *** *** *** *** *** *** ** *** ** *** *** ** * *** *** *** ** *** *** ** *** *** *** *** *** *** *** * ***", as my first request to cancel the trip was within the 46-day statute of limitations However, this statement wasn't inserted in the "cancellation paperwork"In fact, the vagueness of the paperwork leaves a big loophole for them to navigate this respective situation as would best benefit themAdditionally, in a letter this morning (6/*/at 6:30am Pacific Std Time), MsB*** stated the following: "*** *** * *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** ** * *** *** *** *** *** *** *** *** *** ** ** *** *** *** *** *** ** *** *** *** ***"This continues to be a moving target Instead, I wrote a second email stating the following: "I, *** ***, give you (Travel By Jen), express permission to cancel my trip to Costa Rica (***'s Option 27); and refund all remaining monies." This would hold up in a court of law, as giving Travel By Jen my permission to cancel the respective trip
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I understand, however from your refund we received only the agent fee which is only $and as I know the refund was done on 06/**/almost a week ago, and I haven't get the so I am sorry but I am concern about that too, and also I would like to request to hear the phone call recording please, and at last I would like to know how much will be the airline refund credit, how long will take to get it and what is the using terms on that?Thank you ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I apologize for the long hold timesI will have an agent call them now