Western Resources, Inc.

unfortunately we are unable to refund a charge that we did not process. If they would like a refund for airline imposed baggage fees they can contact the airline directly.

I contacted [redacted] the same day he sent in the email to [redacted] - please see our email exchange [redacted]
[redacted]
[redacted]
[redacted] [redacted]  Dear [redacted] – I received your form so your reservation is now cancelled. In order to issue a check please email me the name of the person it is to be made out to and the address you would like it mailed to. The total of the refund will be $566.52.Total Reservation                  $1454.00Airfare (nonrefundable)      - $787.48Penalty                                 ...⇄ -$100 ($50 per person)                                    �...⇄ ________________________________________                    ...⇄                                         ...⇄ you for having this information over to me so quickly. I will have this issued and mailed to you immediately. Thank you. Feel free to let me know if you need anything else.   
[redacted]
[redacted]
[redacted]
[redacted] [redacted] [redacted]  [redacted]
[redacted]Dear [redacted] – I received your form so your reservation is now cancelled. In order to issue a check please email me the name of the person it is to be made out to and the address you would like it mailed to. The total of the refund will be $566.52.Total Reservation                  $1454.00Airfare (nonrefundable)      - $787.48Penalty                                 ...⇄ -$100 ($50 per person)                                    �...⇄ ________________________________________                    ...⇄                                         ...⇄ will have the check issued as soon as we receive the information needed. Thank you and feel free to let me know if you need anything else. Kind Regards, Danielle B[redacted] ###-###-####      I will have the check issued as soon as we receive the information needed. Thank you and feel free to let me know if you need anything else. Kind Regards, Danielle B[redacted]
 ###-###-####

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 assist. As per [redacted] the travelers arrived at the connection city at 8:26 am and the connection was scheduled to depart at 9:56 am, leaving them...

an hour and a half to go between gates, which was more than ample time. [redacted] then explained they missed the connection because they arrived at the gate after the boarding door was closed. The original scheduled time, at the time of booking, was 10:03am- a difference of 7 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 in. When 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 frustrated. I 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 declined. I’d also like to explain that I am the head manager and in charge of all issues of this nature. The 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 understandable. We tried to help this client the best we could and even offer a travel credit as gesture of good will. She was very upset and insisting that we should refund her even though the error was her own. Although we were not liable or at fault, we are still willing to help and issue a travel credit, which she originally denied.

I apologize your trip was affected by Hurricane Maria. I looked into this reservation to see if you purchased the travel insurance which is offered to each of our clients, and it seems you declined it at the time of booking.  For all travelers affected by this storm who declined the...

insurance we offered a full travel credit as a courtesy, and according to the notes in the reservation this exception was offered to you as well. Please contact our office when you are ready to rebook your vacation.

I apologize for any issues encountered by these clients. I have looked into the reservation and I do see that the clients unfortunately showed up at the airport on the wrong date and it happened to be after business hours. I also see notes that she is in contact with one of the managers who is...

helping her even though any airline issue that happens after the scheduled deaprture needs to be handled directly with the airlines since the tickets are in airline control. We do appreciate her patience while we work on this and will be in touch with her as soon as we have resolution.

This client purchased a vacation voucher with [redacted] and redeemed it through our agency. The policies of the voucher were agreed upon at the time of purchase and redemption.This client contacted us saying due to medical concerns with her daughter she wanted to cancel but has not filled out the...

required cancellation paperwork so her reservation is still active. Once she fills out the cancellation agreement we will proceed with the refund based on the time frame the reservation is cancelled in. Please see the Policies of the voucher pasted below.Policies and FeesFor all options, book by: 4/**/16·         Cancellation policy & fees: $50 fee per person to cancel; 46-day cancellation required or fee of 50% [redacted] price; 31-day or fee up to [redacted] price. Travel insurance is highly recommended. Airfare nonrefundable after booking.

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 response from the business does not only not meet my expectations but also does not even accurately apply yo my complaint. I have attached my original email showing there were many issues other than the upgraded room which we NEVER received(not just for one night). These issues included the lack of working plumbing and many other basic things a resort is expected to have (things I paid for). Their response shows me that they took 6 months to come to a conclusion that proved they didn't even read my complaint to begin with. It's really outrages and I'd be happy to go to a news outlet if they prove to not be able to fix this issue.
 
 
 
 
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:I was still sold a service I have not received. 
Travel by Jen sold a vacation package to me for a five night stay at the Blue Bay Villas Doradas including airfare on August [redacted], 2015 for a total of $2,408.00.  This trip was advertised as an adults only, all inclusive resort. Travel by Jen also sold me an upgrade called the Superior Gold package for the duration of this stay. That package was advertised to include an upgraded room, 24 hour room service, a welcome gift, robes and slippers, a guaranteed dinner reservation for every night of the stay, and various other offers.  On August [redacted], 2015, Tim W[redacted] from Travel by Jen confirmed receipt of the detailed email sent regarding the original complaint and request for reimbursement. This email informed Travel by Jen that the service they sold to me was not what I received. The Gold package I paid an upgrade for was not available in any sense. Not one part of it was followed through on for the entire duration of the trip. This complaint also explained that the base trip was not advertised or sold properly. For example, there was no working plumbing (making it not habitable for humans), There were children on the premises of the “adults only” resort. The food was not safe to eat, and the resort grounds were not guarded.  Travel by Jen received numerous emails from me over the 6 month duration of time it took them to come to a resolution. Travel by Jen offered me a $20 reimbursement. They also offered me $75 dollars to go toward the next trip for each person willing to actually take the chance of booking with them again. I'm not sure how they can even look at that as a reasonable offer. They are literally stealing. Travel by Jen is fully aware that they sold a service to me that has not and will never be received. They’re final resolution to this matter has been an offer of $20.
 
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]
 Afternoon speaking with the manager D[redacted] and explaining that even though the ticket stated a different time due to the confirmation received on 10/** and not seeing the ticket until an hour before flight my confirmation time was what I was following. As a travel agency they should have updated us on any changes as I was reviewing my confirmation info sent from them up until my flight was to take off. I did not just blame the agency but they had some piece of fault as we did not get an email on 12/** and we spoke to our travel agent 3 to 4 times before our flight and he never mentioned an additional email or a change in itenary. The agency did offer a small credit toward another trip I would have to plan with them; but due to the unprofessional nature of the call and the manager stating she was not required by law to inform the traveler they booked of any changes in the flight I no longer wish to use their services. I did not ask for an entire refund just the additional $70 per person they charged for the earlier flight that we did not make. Of course I was frustrated but if you listen to the taped phone call the manager was extremely defensive about someone blaming their business. In no other way did they attempt to assist in getting us to our destination. [redacted] gave us seats due to the attendant unproffessional nature at the gates. Travel By Jen didn't even book the correct rooming reservations at the resort. When we arrived the resort showed us what was booked and we showed them what was sent. We had to wait about 2 hours for a room because they were booked and had to make room for us even though our reservations were booked in Oct. So I do not wish to take a credit on a future trip as you can see they did not do well As a travel agency in my opinion. I would just like the small refund for all the trouble of traveling we had to endure as we were gonna put in for a separate complaint due to the resort situation. We spent over $2000 with this agency and for all of this trouble I am just requesting $140 back as the refund. This was a birthday trip and it was horrible to Travel with the agency who does not wish to accomadate a customer.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] [redacted]

I apologize that the client had a difficult time reaching their agent. We had another representative work with them. They experienced a flight cancellation due to the winter storm which affected many travelers. Since this did affect so many travelers it did take some time to straighten out alternate...

travel arrangements. All details were provided prior to departure. In regards to the insurance information our records indicate it was sent directly to the client on 1/** from the insurance company. I have since had the representative who has been assisting them forward over the policy information again. If she would like to file a claim through the insurance company she may contact them directly.

I apologize this customer experienced some challenges while on vacation. I have tried to contact this traveler to discuss the specifics and have not heard back. The reason she needed to wait for the transfer service is because she purchased a shared service. In regards to her claim that we were...

"less than honest" about the fees to change her flight - the charge was made directly to the airline and was the price that was given to us by the airline to change her date. We can provide the receipt once we are in contact with her. I will be more than happy to discuss the details with the traveler directly as soon as she contacts me back. thank you.

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]
 As a manager for 2 business's I am just shocked at how you treat your customers. I feel that I have provided more than enough evidence to state my case and the false advertising your company displayed to me. I did research the resort and as I showed in he last response the photos that are online are not what I received. Not the room, bed, bathroom, access to the areas with the beds on the pool side. All that I thought were in my package after viewing this resort online. After seeing all they offer and arriving and not getting any of it, speaking to the resort and nothin being done about it. As a manager you are supposed to accommodate all your customers to an extent. I am not someone trying to take from you, you are now someone taking from me.  The money I spent on this trip that I did not use or enjoy is not money I want to just hand to you, the resort and airline for FREE. I work very hard for my money. You stated that the resort offered me $150 per person but I have in my emails from your agent the the resort did not want to reimburse anything and that the claims department associated with Travel by Jen has offered me $150 refund. Not per person just $150.  I do not feel either one of your offers is anywhere near fair. And I am NOT going to agree to this as a solution.  I did research this resort, I did clarify everything with your agent, I did pay my fees all when I had to, I did my part. Nothing I saw online after looking at the resort was there when I arrived. The resort was under construction. Construction workers, machines etc. the photos online is NOT what we received. So please don't tell me "the customer is responsible for looking up the resort" because I did. How about your company look up a resort or get updates on the status BEFORE booking clients and sending them to another country and making sure that all the resort is offering, rooms, access, CUSTOMER SERVICE etc. is still the same it was years back when.  This is NOT my fault. I did what I had to do on my end, then I trusted a travel agency to book me at a decent resort & I receive all I was viewing online when seeing the package deal. As the travel agency you failed miserably. Again I am not settling for anything less than my full refund of the trip. Claiming that you don't have this money is outrageous. How do you as a business not have this money? I am sure that is a lie. I feel that I was lied to, mislead & I am being treated unfairly. Who do I provide my credit card number to? The refund will not even include all the interest I have had to pay on this card, doesn't include the cost of the flight to get back home, and the overage on the cell phone because wifi was not available for use.  I feel my request is MORE than reasonable for all that I have had to deal with. 3 months for an agent to tell me nothing can be done. Poor customer service.  
Attached are the first reviews that come up to the resort and I have more screen shots but cannot add the photos due to the limit. Please tell me if all I claimed is not in everyone of these reviews. The bed, the bugs, the food, the service, the front desk staff.... Thank you.  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The client called our office to book a vacation package. We offer a large number of hotels that vary in stars from 2.5 -5 all with different amenities and prices. Our agents will find a resort that best fits each client within their budget, but I believe this client called about this specific resort...

because of an advertisement we were running. Information on the resort are given at the time of booking, but all clients are responsible to research the resort themselves prior to booking because each resort has different features and amenities. Just to clarify they received an itinerary/invoice at the time of booking and filled out the electronic signature form that day agreeing to details of the trip, terms and conditions, and acknowledging that the package is non refundable. It is the travel documents do not get sent until 2 weeks prior to departure. The cost of the package was $2066 total which includes the roundtrip airfare of $864 and the round trip transfers of $100 leaving $90 per person per night that they paid for the all inclusive resorts. that includes meals, drinks, snack, tips and non motorized water sports. All services were pre paid in full and non refundable. Even if those services go unused. However, we contacted the resort and asked for an exception on their behalf and we were offered a $150 per person refund which I passed on to the client.

I would like to look into this situation further. We have pulled up bookings that traveled in the last 30 days and unfortunately I could locate one with the last name provided. We strive to provide the best customer service in the industry and understand that circumstances arise which are...

not ideal for customers at times. Because of that we welcome opportunities to make our services better. Please contact your reservation agent so we can look into the details of your vacation. Thank you.