Western Resources, Inc.

This passenger purchased an upgraded room category that she did not receive for the first night of her vacationWe contacted the hotel who authorized a refund in the difference of the two room categories for the one night that we offered to put back on her card - PLUS a future travel credit
for the inconvenienceThis passenger flew on the flight, stayed at the resort, and consumed amenities and services at the resort and therefore will not be refunded in fullShe was offered a refund for the service she not receive which again was an upgraded room for one night

When we first received the call from the traveler we immediately contacted the airline to see what caused the missed connection and immediately tried to assistAs per Delta the travelers arrived at the connection city at 8:am and the connection was scheduled to depart at 9:am, leaving them
an hour and a half to go between gates, which was more than ample timeDelta then explained they missed the connection because they arrived at the gate after the boarding door was closedThe original scheduled time, at the time of booking, was 10:03am- a difference of minutes. As far as notifying of the change prior to departure the travel documents issued on 12/** to the email address that was used for all communications stated the updated time as well as the boarding passes the traveler received at the time of check inWhen we called the traveler back and explained that we could not issue a refund because the connection was missed due to traveler error, the traveler then became condescending and frustratedI tried to explain on multiple occasions that we would try to assist with a traveler credit but I was not given the opportunity to speak once a refund was declinedI’d also like to explain that I am the head manager and in charge of all issues of this natureThe traveler was not told the owner would not take her call, she was told the owner of the company did not take calls of this nature, which I am sure is understandableWe tried to help this client the best we could and even offer a travel credit as gesture of good willShe was very upset and insisting that we should refund her even though the error was her ownAlthough we were not liable or at fault, we are still willing to help and issue a travel credit, which she originally denied

I apologize that she was unable to get in touch with usI will have an agent call her back by the end of business today. Thank you

The terms of Zika cancellation was a travel credit less $per person penalty- which we waived in this caseShe has a full travel credit to use towards another vacation

We apologize that compensation offered from the hotel is not satisfactoryUnfortunately all services are pre paid in full per the terms and conditionsWe can offer a future travel credit that can be applied to a new reservation for travel in the next year of $per personThank you

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:
[Your Answer Here]
A credit in the amount of only $was offered to me I paid over $ I do not wish to use your services as I feel as though I was deceived and cheated out of my money and am only being offed a "full credit" because I contacted the Revdex.comThe company is not accredited and I am not the first complaint to be filed I am requesting a refund
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:
This should be something any responsible travel agent would handleThe Spirit Airline representative stated that the travel agent that booked the trip should be aware of Spirit Airline's baggage policiesSo I can understand correctly, is it Travel By Jen doesn't care about the customer having to pay more to check baggage or is not aware the it is cheaper to pay at the time of booking for baggage??? It has to be one or the other. Another issue is the additional insurance required to rent the car was not clearly explained that it would not be full coverageI was told about the cost of the insurance which was higher priced than anywhere I have ever traveled in the worldAs it turned out, that quote did not fully cover the car even though it was almost $per day for the insurance alone with a $deductible.
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Sincerely,
*** ***

We apologize that ** *** did not like the accommodations she chose for her vacationShe did not make our company aware of any issues until she had already checked outAt that time we contacted the hotel to see if they would offer any refund for her pre paid no refundable serviceThe hotel
agreed to a $refund out of the $land portion she paid and we also included a $per person future travel creditWe have already notified ** *** of her compensationHad we been notified prior to her check out we could have tried to work with the hotel or tried to locate herId like to add that there is no mandatory "high-pressure sales pitch" that is required on this or any of our packages, and apologize if she was misledWe would be more than happy to go back to the hotel and see if they are willing to offer anything else as compensation but as mentioned before this was a non refundable package that was prepaid to all suppliers

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 NEVER not once told the agent that I was on a BUDGET & needed a CHEAPER vacation, you get what you pay forI did call in regards to a pormotion that Travel By Jen also goes by Jetset was offering & the rate that was being advertised was doubled by the time the reservation was bookedThe itinerary that was sent to me states, "ALL INCLUSIVE" which meant, food, drinks, snacks, tips & non motorized water sportsAs I stated in my original complaint, there was none of this included, the water park was broken down, the pictures online are decieving they must have been uploaded when the resort first openedI have meals included in my trip, TWO not all inclusiveThe rooms online are not the rooms that I was placed in, the rooms advertised are for Serenis Premier Club Members ONLY, that part of the resort I can see being rated stars as the agent stated but NOT where I was booked to stay by Travel By Jen, I have attached the photos I am allowed to attach, I have MANY more, I ordered a King bed & was given full size beds pushed together & the bed felt like you were sleeping on concreteI have looked at the reviews for Travel By Jen on *** & now I am seeing that I was NOT the only customer that has been ripped OFF by this travel agency, I then looked at the resort on *** & read their reviews as well & all those that were happy with the service & the resort were Premier members & those that were not had the same experience I mentioned, there were sevral that mentioned they thought they had an all inculsive trip as stated in the itinerary & only to arrive to meals as part of the package deal, MANY have mentioned the uncomfortable, rock solid beds, the bugs all over the room dead against furniture, the MOLD in the bathroom and outside seating, MANY have mentioned getting sick from the food, so I am GLAD I chose NOT to eat there ans snack on things I had with meI booked a trip with the TRAVEL AGENCY which by the way on the itinerary they mention in their response states " ALL SERVICES GUARANTEED BY JETSET VACATIONS"I was not told I had to go research the resort I was being booked to go to by an agent that works for a travel agency but I did & NOTHING that was advertised is what I receivedI feel that Travel by Jen should reimburse me the FULL payment for the trip as they GUARANTEE the services they book to their clients if the resort wont do soI am not even requesting everything EXTRA I has to pay to leave to get home early, it was a NIGHTMARE & I was in tears the entire timePlease let me know how I can add more photos to my response, I would like to show what I was supposed to get but what in fact I did getThank you
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:
[Your Answer Here]
Firstly, the fact that we are still in communication only via the Revdex.com regarding this situation and that TravelbyJen is doing nothing to appease my complaints and is now accusing me of lying is simply unprofessionalSecondly, If the company is unwilling to reimburse me for the fraudulent charges and compensate me for the extreme inconvenience (which they are still causing) and lack of professionalism on their part, I am more than happy to take them to small claims court over this matterI have documented proof of my conversations with United Airlines from both the phone company and as all of their conversations are recorded I am sure I can obtain a copy of our conversations from United, I also am able to provide screen shots and/or print-outs of the email correspondence between your company and myself (including the lack of timely response to my immediate inquiries), and a screenshot of the tweet to *** (which the company did not respond to, but the timing of the response via phone was uncanny)Furthermore, every phone conversation I had with the new agent I was told "hopefully, we can resolve this for you", not "don't worry, we will take care of everything" which is the purpose of hiring a travel agency and having travel protectionThirdly, considering this is an issue of only a few hundred dollars, I am surprised that the company is willing to go this far and not just reimburse me, the client, for their grievous mistakesIf the company [Travel by Jen] is unwilling to budge on this matter and resolve it here in a reasonable fashion, I am prepared to take it to whatever next step either the Revdex.com or my own personal legal representation should recommendI would prefer to avoid that if possible and just resolve this hereHowever, the stress this company is causing me both regarding the initial interaction regarding the trip reservations, as well as my continued dialogue with the company is beginning to take a toll on my health and effecting my well-beingI would greatly appreciate this being resolved ASAP so we do not have to take this further than necessary Sincerely,~*** ***
***
***
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 have now emailed my travel agent Malik H*** times, finally got an out of office reply, then emailed the main contact email on their website and still have not gotten a response Trying to call this agency is very difficult to actually reach a person! I was unable to make voice call while on the trip because I was in another country and only had access to wifi to use the internet and email I would like THEM to contact me so that I do not waste any more time trying to reach them They can reach me at ###-###-#### or email me at *** as soon as possible please
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

This client agreed and purchased a non refundable vacation package using codes he purchased with ***The next day he contacted the agent and say he couldn't take off of workWhen the agent explained that per the policies agreed to at the time of purchase of the voucher and at the time of
redemptionthe client said he would speak to his boss about getting those days offThe card holder never sent in the appropriate paperwork for cancellation so this is an active reservation. To clarify we do not keep charging his credit card, a dispute was filed which submitted documentation for that was settled in our favorIn order for this reservation to be cancelled we need the appropriate paperwork filled out so we can proceed with the cancellationIf he would like us to send another form please let us know and we will email another one

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:
The Travel by Jen office was closed when we called to try to resolve the issue before we left the hotelWe also tried to resolve the issue with the concierge who told us he worked on behalf of Travel by Jen to make sure we were happy with our stayHe offered no resolutionNo one was willing to give us a room with a working toilet earlier than a a four-hour wait and this simply wasn't acceptable given that I had food poisoning from the hotelThe $offered does not cover the cost of the room for the two nights we did not use it and the travel vouchers are worthless, given that we will never travel with this company againTravel by jen acts like the only way for us to be refunded is for the hotel to refund usThis is a premise--Travel by Jen can refund us! And to say that the high pressure sales meeting does not exist is outrageousIt does exist and you are hounded until you attend.
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# [redacted], and have determined that my complaint has NOT been resolved because:

I specifically asked Malik if he sent my complaint to customer service would they be able to refund any of my money after they look into it..his response was no! All sales are final?
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company emailed me two days...

after I filed the complaint. They stated that they would like to book the vacation and asked for my number. I gave them my number, but they never called or replied to my email. I also contacted [redacted] (the company I purchased the vacation package from Travel by Jen). [redacted] returned the money. The ironic thing is that one week later Travel by Jen actually called me for the first time. The agent said she was responding to an inquiry I made on their website. Two weeks ago I submitted a form on their website saying I was interested in booking a vacation package in an attempt to hear from them about the vacation package I already booked. So I guess Travel by Jen is only interested in contacting people who haven't spent money with their company yet, because once they have the money there is apparently no need to talk to them further. I'm just very glad that the people at [redacted] realized the company was a dud and refunded my money. Otherwise I would still be at a loss if I had dealt with them directly.It is a very scary situation to give that much money to a company online that is stationed halfway across the country and has no intention of letting the customer use the money. I will never go through that company again. In the future, I will book vacations for myself or go through a local travel agent.Thank you for your help in filing the claim.[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Hello, I traveled to Costa Rica on July ** through August [redacted]. You are lying that you cannot pull my name. It is : Yevgeniya Shpiner. I have all the emails with reservations from your travel company. 
[redacted] [redacted] *
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
While I did receive the documents, they provided no protection when I needed them. I was the one who had to handle all of my transactions (no agent assisted me successfully, despite your companies claims.) I personally handled my flight and hotel accommodations and upon arriving in the DR the transit company had not been notified of our change in travel plans despite what had last been told to me by your new agent. Regarding the agent, I was only assigned a new agent after finally resolving to tweet the company which is the only way they elicited a response, yet still did not take care of my needs, rather pacified me, saying "hopefully they'll be able to fix it and not giving me any alternative ways to rectify the situation". I am appalled at the company's demeanor and even more so that the most immediate response I receive is upon filing a formal complaint with the Revdex.com, or threatening their reputation via social media. I still never agreed nor was notified of any agency fees and wish to be reimbursed for those they charged me for.  Furthermore, the purpose of having a travel agent is for them to handle all travel arrangements and discrepancies as they arise. When I attempted to contact them I found out much later that my original agent was no longer with the company. I should have been notified of this immediately, not when a dire situation arose. I almost cancelled my entire trip because of this company and will never use them again. Especially as they are more concerned with protecting their reputation and making a commission than helping their customers.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Malik explained to you that he needs to open a customer service case and that if you sent him an email he will be sure it gets sent to the proper channels. He is trying to help you but he needs to follow protocol. The hotel, as with all suppliers, are paid in full prior to your departure. In this case we need to contact the hotel on your behalf and are more than happy to do so.

When the traveler contacted our office on 10/* about the issues at the second resort the agent immediately began to help her, and upgraded her room at no cost to her. Also, we sent a nice bottle of wine to their room. There was no contact prior to that about any issues.  Had we been notified,...

we would have tried our hardest to work with them. In regards to the flight cancellation due to Hurricane Matthew, obviously we are not responsible for weather related cancellations/delays, but our agency booked them at the [redacted] which is approximately 25 minutes from the airport.  This hotel has been given to the majority of our clients for pre/post airport stays without issue. When we found out these clients went to a hotel directly across from the airport, we immediately refunded the money they paid us for the [redacted]. Our office tried our hardest to address all concerns we were made aware of in a timely fashion. In reference to “a few” of her friends deciding to leave a review on [redacted] – approximately 25 of their friends who never used our company or our services posted negative/defamatory reviews.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The issue is not resolved. My lawyer will be in contact with the company. The company failed in communication, availability, etc. 
Do NOT purchase anything from this company.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]