Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. To whom it may concern:Thanks for the help from Revdex.com. Thank World Travel Holdings for return a part of my payment. I’m glad to see your concern my complaints.But I don’t agree your explanations about the third party of [redacted] Line, because you made the contract with me on behalf of [redacted]. I am confused why you can charge me $ 2456.99 on behalf of [redacted]. But when you need to return the wrong charge, you said you cannot represent [redacted]. It is ridiculous. It is a pity for our customers, who can protect our benefits? You should take the responsibility of this fault and problems. Don’t shirk the responsibility.In your reply, the penalty amount of $868.00 was paid directly to [redacted] Line, it is the sole responsibility of the client to check with the appropriate consulates and obtain the necessary proof of citizenship, as these requirements are subject to change at any time and vary by individual circumstance. I don’t agree this point. It’s not my willing to cancel the cruise line. You deny my boarding with expired [redacted] and valid J1 status. Because I think I may get the auto revalidation from U.S. Customs and Borders Protection. Last week, I sent an email about this rules, but I didn’t receive any reply from you. So, the penalty is wrong and invalid. I hope you return this charge as soon as possible, because I have another travel plan using this payment. Thank you!Sincerely,[redacted]
Regards,
[redacted]
]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Case
Name: Mr. [redacted] S. [redacted]
Case
Number: [redacted]
To whom it
may concern:
We are in
receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is...
always our primary concern,
and it is a disappointment to learn that we have not met Mr. [redacted]’s
expectations. We appreciate your
patience, during our review of this matter.
Upon receipt
of Mr. [redacted]’s complaint, [redacted] initiated an internal
review of his travel folio. Regarding
Mr. [redacted]’s concern that he did not receive details of the Cancel For Any
Reason travel protection coverage Mr. [redacted] purchased at the time of securing
his cruise reservation on March 29, 2016, a link was contained in his
confirmation invoice which when accessed contained the entirety of his travel
protection coverage. Also contained in his invoice was specific information
about his plan, advising that travel protection plans are refundable within ten
(10) days of purchase. Our records also show that Mr. [redacted] purchased travel
protection coverage for his previous cruise booked with [redacted]. All of the same information was provided to Mr. [redacted] for that
cruise, as well. As Mr. [redacted] was fully covered from the moment of purchase
until the time of his cancellation, regrettably his insurance coverage cost is
not refundable.
Regarding the
cancellation penalties assessed by the cruise line (one-half of his $800
deposit), the cruise line’s penalties were provided to Mr. [redacted] at the time
of booking and unfortunately are beyond our control. Had Mr. [redacted] not
purchased his travel protection coverage he would not be eligible for
reimbursement by the insurance carrier of the amount deducted by the cruise
line.
The $24.99
processing fee we charge is non-refundable. This information is provided at the
time of booking verbally to the guest and in writing in the confirmation
invoice. The $100 cancellation fee, of which we also advise verbally at the
time of booking and in writing in the confirmation invoice, is not refundable
however as a gesture of our concern we have authorized a refund of this $100
cancellation fee.
On behalf of [redacted], we appreciate this opportunity to address our client’s
concerns. If you have any further
questions regarding this reservation, please do not hesitate to contact
us.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
This is unacceptable. Per the eInvoice I received it states: Description:[redacted] $75PP (MAX $150) OBC PER STATEROOM - BALCONY (B1 - B2) Effective Date:04/14/2016 Number of Features:1 Vendor:[redacted] Details:[redacted] onboard credit offer is valid only for new individual bookings made by telephone between 4/5/16 and 5/31/16 midnight Eastern Time for select balcony, suite or [redacted] category staterooms on select [redacted] sailings departing between 4/23/16 and 6/18/16. Onboard credit is based on double occupancy, singles receive half the amount, and amount is based on category purchased. Onboard credit is non-refundable, non-transferable, and may not be redeemed for cash. Last Minute Sale offer is valid for the first and second guests traveling in the same stateroom. Offer is not valid for additional guests traveling in the same stateroom, subject to availability, capacity-controlled, may be changed or withdrawn at any time without notice. Is not be combinable with other promotions and offers.
If [redacted] does not acceptable responsibility for using "bait and switch"/deceptive ADVERTISING tactics and not honoring my request, I will pursue this natter further via social media, my local news team, my credit card company, etc. until this matter is resolved. I booked this cruise to celebrate and [redacted] has made this memorable for other reasons!Regards,
[redacted]
To whom it may concern:We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, so it is disappointing to learn that we have not met Mr. [redacted]'s expectations. We appreciate your patience during our review of this matter. I...
have spoken to Mr. [redacted] directly today, and we are happy to report that the issue has been resolved. We contacted [redacted] directly to have the missing 3,866 miles manually applied. We have also given Mr. [redacted] a refund of $100 to apologize for the issues and time he spent trying to get this resolved, and also as a thank you for being such a loyal customer. On behalf of United Cruises, we appreciate the opportunity to address our clients concerns. If you have any further questions regarding your reservation, please do not hesitate to contact us.Sincerely,[redacted]Customer Relations SpecialistUnited Cruises
January 15, 2016Revdex.comComplaint # [redacted]Re: [redacted]To whom it may concern:We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met Mrs....
[redacted]'sexpectations. We appreciate your patience, during our review of this matter.Upon receipt of Mrs. [redacted]'s complaint, Cruises Only initiated an internal review of the travel folio's. Cruises Only 110% Best Price Guarantee applies only to rates available to the general public. It does not apply to consolidator, group, incentive, interline, meeting, or convention rates that are not available to the general public, and must be able to be booked online with no registration or membership required. Unfortunately [redacted] does not offer online bookings you must register and receive a call back and a quote from and agent directly. [redacted] also offers discounts out of their commission off the over all total price. This being said this is why we were unable to honor the Best Price Guarantee on Mrs. [redacted]'s cruise vacation. This information is also available in the customers invoice and via the website.On behalf of Cruises Only, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. We appreciate your patience and understanding with this matter.Thank you,[redacted]Customer Support
October 26, 2017 Revdex.com Case Name: Mrs. [redacted] Complaint # [redacted] To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern and it is a disappointment to...
learn that we have not met Mrs. [redacted]’s expectations. We appreciate your patience during our review of this matter. In the promotional email Mrs. [redacted] references, at the bottom of the email contained a hyperlink to access the Terms and Conditions of the offers included in the email (in addition to the [redacted] Cruise Line offer there were offers from [redacted] and [redacted] River Cruises). When clicking on this link, Mrs. [redacted] would have found all of the inclusions to [redacted] Cruise Line’s offer. The [redacted], the ship Mrs. [redacted] booked, was not included in the offer. This information was also available to Mrs. [redacted] when completing the booking process on-line. Had Mrs. [redacted] contacted us when she noticed that taxes were being included in her total price (both when in the process of booking her cruise online and when reviewing her confirmation invoice) this issue could have been addressed immediately. Based on our review, we have determined that we did provide the proper information in our advertisement and on-line and as such we are not able to honor Mrs. [redacted]’s request. On behalf of [redacted] Cruises, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely, [redacted] Customer Relations Specialist [redacted] Cruises
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Mr. [redacted] & CheapCruises are not addressing our concerns as stated at the bottom of his email. The apology provided by Mr. [redacted] is disingenuous as is his comment about "feeling badly for our experience". This is evidenced by CheapCruises neglecting to provide an apology at the time that this incident was brought to light and now in their decision to decline to offer any further compensation. CheapCruises claims that "customer satisfaction is always our primary concern", but this is simply not true as illustrated herein by the continued back and forth with repeat clients who are extremelydissatisfied. Mr. [redacted] would rather point to a pathetic $150 shipboard credit (which I am sure is baked into CheapCruises commission) which my wife argues that she didn't want (check your phone records), as resolution for a $1,378 additional cost to us as clients, for which CheapCruises continues to refuse to bear any responsibility for. I one again refer to communication between [redacted] and myself where he booked transfers that could not and would not be honored by [redacted] (see image attached). He confirmed that we would in fact make our sailing with those transfers as shown.Mr. [redacted] also continues to get the facts wrong. Our air tickets were not changed last minute & I do not know where Mr. [redacted] is getting this from. Our flight times changed on 10/14/2016 with an arrival time going from 1:26pm to 1:33pm. That is not last minute nor is it a major change in any way. Again, there were no last minute changes as Mr. [redacted] states in his email. The only "last minute" changes that took place in this dispute was my family having to scramble during Christmas week 4 days before our cruise vacation to find new departing flights and have an additional $1,378 expense - thanks in great part to CheapCruises and their inability & perhaps refusal to properly train their travel agents and inform their customers of critically important information.I suspect Mr. [redacted] & CheapCruises will continue to hold their position, as they have done from day one, and refuse to compensate us in any way. The negative experience, difficulty, additional cost, and challenges that my family and I went through are clearly of no importance or consequence to CheapCruises or Mr. [redacted] which is quite the opposite from what is stated in the included emails by Mr. [redacted]. The only conclusion that can be drawn here is that CheapCruises & WTH adheres to a firm policy of "buyer beware" and they only claim to be concerned with customer satisfaction & client concerns when it does not cost them anything, whether monetary or in any form of accountability.
Regards,
[redacted]
To whom it may concern: We are in receipt of the complaint initiated by the above mentioned client. Customer satisfaction is always our primary concern, so it is a disappointment to learn that we have not met Mr. [redacted]’s expectations. We appreciate your patience during our review of this matter. ...
In specific reference to our 110% Best Price Guarantee not being honored, I did an internal review. What I found is that there is a lower rate being offered. The difference will not include the $24.99 processing fee, which is stated in the terms and conditions for the 110% Best Price Guarantee. Instead of a $94.99 difference, the difference is showing $70.00 when not including the $24.99 processing fee. I have contacted [redacted] Cruise Lines directly, on your behalf, regarding the lower rate. [redacted]’s policy is that once the reservation is paid in full, the price difference will be given as an onboard credit. Therefore, they have applied a $70 onboard credit to your account, in addition to the $50 onboard credit you already have. Since our Best Price Guarantee states that you will receive 110% of the difference, we have also applied an additional $7.00 discount to your reservation, for the additional 10%. I have sent you a new invoice to reflect these changes, and you will be receiving a $7.00 refund to your original form of payment, within 7 – 10 business days. Mr. [redacted], we sincerely apologize for the confusion. On behalf of CheapCruises, we appreciate the opportunity to address our clients concerns. If you have any further questions regarding your reservation, please do not hesitate to contact us. Sincerely, [redacted] Customer Relations Specialist CheapCruises.com
December
1, 2015RevDex.comCase
Name: Mrs. [redacted]Case
Number: [redacted]To
whom it may concern:We
are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary
concern, and it is a disappointment to learn that...
we have not met Mrs. [redacted]’s
expectations. We appreciate your
patience, during our review of this matter. Upon receipt
of Mrs. [redacted]’s complaint, [redacted].Com initiated an internal review of her
travel folio. Regarding the first air
portion purchase, Mrs. [redacted] is correct in asserting that the time of the
returning flight was too close to the return of her cruise to port, making it
problematic to reach the airport in time for departure. At that time, the
flight schedule was changed with a change fee of $100 and the cost of the new
flights. Mrs. [redacted] was advised, via email as she was busy at work during the
time of this transition, of these new charges and she was likewise advised at
this time that Mrs. [redacted] would have a credit towards a
future [redacted] flight of $719.96 that is good for a year and has to be used on
or before November 30, 2015. They would also have to pay a $150 pp change fee
as well at the time of using that credit. The
date of this change in flight schedule and the communication to Mrs. [redacted] via
email was December 3, 2014. On December 11, 2014, Mrs. [redacted] reached out to her
agent, [redacted] regarding the flight information for her January 10, 2015 cruise.
Following this communication, there is no other note in Mrs. [redacted]’s booking
until November 13, 2015. We note this timeline as Mrs. [redacted] states in her
complaint that she has been trying to resolve this matter since July of this
year but we have not received any communication from Mrs. [redacted] from December 11,
2014 until November 13, 2015. Had Mrs. [redacted] contacted us directly to assist her
with her future [redacted] air credit, we certainly could have helped resolve this
matter for her in time to utilize the [redacted] air credit.After
our review of Mrs. [redacted]’s concerns, we found that Mrs. [redacted] was advised of this
change fees in a timely manner and that Mrs. [redacted] did not contact us for
assistance in utilizing her future air credit with [redacted] until November 13,
2015. Based on this information we must regrettably deny her request for a
refund of $719.96. However we also feel that our agent made an error when first
booking the air portion of Mrs. [redacted]’s vacation. We have therefore authorized a
refund of $100, the amount charged for changing the air portion of her vacation
package. This refund will be processed within 7-10 business days to Mrs. [redacted]’s
credit card on file and will appear on her next credit card statement.Additionally,
we do feel badly for Mrs. [redacted]’s
experience overall and as a gesture of our concern we would like to extend a $325 future
travel discount to you, which may be applied toward your next cruise vacation
confirmed with [redacted].Com. Please
note that this discount is valid until December 31, 2016 and is
non-transferable, not redeemable for cash, and not valid for airline
tickets. To redeem, simply call [redacted]
and use reference # [redacted].
The amount of $325 in a future travel discount is representative of the $719.96
air credit from [redacted], less their $150 per person change fee and also less
the $100 refund offered above.On
behalf of [redacted].Com, we appreciate this opportunity to address our
client’s concerns. If you have any
further questions regarding this reservation, please do not hesitate to contact
us. Sincerely,[redacted]Customer
Relations Specialist[redacted].Com
May 27, 2015 Revdex.com [redacted], Mrs. [redacted] To whom it may concern: We are in receipt of the rebuttal complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that our initial response did not meet with Mrs. [redacted]’s approval. We appreciate your patience as we revisit our review of this matter. Upon receipt of Mrs. [redacted]’s rebuttal complaint, CruisesOnly reopened our internal review of her travel folio. When a booking is made, the agent recaps the guest with all details of their cruise reservation. In this recap is to be included any restrictions or terms and conditions applicable to their specific reservation. Mrs. [redacted]’s agent, ** did provide a recap of the details of Mrs. [redacted]’s booking and although we are not privy to their conversation, we apologize if her agent ** did not make special note of the rate code restrictions applicable to her booking. We have followed up with **’s immediate supervisor to ensure that moving forward all such details are explained during the recap. In the terms and conditions / cancellation section of Mrs. [redacted]’s confirmation invoice, there is contained a section describing the parameters of the Early Saver fare from Carnival Cruise Lines. This invoice was sent to Mrs. [redacted] upon completion of her booking and was received, read and accepted the same day by Mrs. [redacted]. We appreciate Mrs. [redacted]’s suggestion to include written confirmation that a specific booking may have been secured under the Carnival Early Saver plan and we have forwarded this suggestion to the appropriate internal department for their consideration. On behalf of CruisesOnly, we thank you for this opportunity to revisit our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely, [redacted] Customer Relations Specialist CruisesOnly
Complaint # [redacted]
[redacted]
[redacted] Fax: E-mail: [redacted] To Whom It May Concern, We appreciate the your time while we researched this matter. We have honored $125.00 onboard credit for each of the two...
cabins. I have spoken to Mr. [redacted] and advised him on this and he is favorable to this resoultion. He has my direct contact information for anything futher he may need. Kindly,Sandy Miles Customer Support
May 9, 2016 Revdex.com Complaint # [redacted] Re: [redacted] Daytime Phone: [redacted] E-mail: [redacted]To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have still not met Mrs. [redacted] expectations.It appears by the booking that Mrs. [redacted] has now canceled her cruise as of yesterday, we did waive our $100.00 cancel fee any cruiseline fee's will have to stand and Mrs. [redacted] was made aware of these fee's.Kindly,[redacted]Customer Support
March 17, 2017 Revdex.comRe: Mr. [redacted] To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we...
have not met Mr. [redacted]’s expectations. Your patience has been appreciated during our review of this matter. Upon receipt of Mr. [redacted]’s complaint, Cruises for [redacted] HHonors- powered by CruisesOnly initiated an internal review of his travel folio. Our records indicate that Mr. [redacted] booked the cruise via telephone with our Cruise Consultant- [redacted]- on July 21, 2016. As you may be aware, we record some telephone calls for quality assurance. We were able to locate the original booking call on July 21, 2016. During the call, [redacted] did advise Mr. [redacted] that he qualified for a total of 100,000 points. This promotion required an offer code that was not collected at the time of booking and the reason the remaining 50,000 points did not populate. It was certainly not our intention to mislead Mr. [redacted] in anyway and we offer our most sincere apologies if he feels that we have done so. We will credit Mr. [redacted]’s account with the missing 50,000 points as requested. Please allow 2-3 weeks for the points to post to his statement. On behalf of Cruises for [redacted] HHonors- powered by CruisesOnly, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. We appreciate your patience and understanding with this matter. Sincerely, [redacted]Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.comRe: Ms. [redacted] # [redacted] To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met Ms. [redacted]’s expectations. ...
We appreciate your patience during our review of this matter. Upon receipt of Ms. [redacted]’s complaint, [redacted] initiated an internal review of her travel folio. As you may be aware, we record some telephone calls for quality assurance. We were able to locate the original booking call on January 14, 2016. During the call, Ms. [redacted] was properly advised that the $24.99 processing fee is non-refundable and [redacted] would charge a $100.00 cancellation fee to the credit card on file at the time of cancellation. Ms. [redacted] was also advised of [redacted]’s cancellation policy. This information was presented prior to collecting payment and to which Ms. [redacted] consented. Per our company policy, it is the sole responsibility of the client to check with the appropriate consulates and obtain the necessary proof of citizenship, as these requirements are subject to change at any time. We do include this information in our invoice and confirmation, which was also sent via email upon completion of your reservation. [redacted] will be refunding a total amount of $1368.00; however, the remaining $868.00 has been withheld as penalty. Please allow 1-2 billing cycles for record of the transaction to post to Ms. [redacted]’s monthly online/paper billing statement. We truly apologize for any disappointment or difficulty this may have caused. As a gesture of our concern, we would like to extend a $100.00 future travel discount to Ms. [redacted]. This may be applied toward her next cruise confirmed with [redacted]. Please note that this discount is valid until January 31, 2017 and is non-transferable, not redeemable for cash, and not valid for car, hotel or airline tickets. To redeem, simply call 1-[redacted] and use reference #[redacted]. On behalf of [redacted], we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. We appreciate your patience and understanding with this matter. Sincerely, Customer Relations [redacted]
To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern and it is a disappointment to learn that we have not met Mr. [redacted]’s expectations. We appreciate your patience during our review of this...
matter. As a one-time courtesy, we have taken the liberty of refunding the $24.99 processing fee back to Mr. [redacted]’s original form of payment. It should appear in your account within 3 to 7 business days. For the future, please keep in mind that our $24.99 processing fee is non-refundable, and that the previous cruise reservation mentioned, was cancelled at your personal request. We would not normally waive this fee. On behalf of [redacted] Cruises, we appreciate this opportunity to address out client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely,[redacted] Customer Relations Specialist[redacted] Cruises
May 18, 2017Revdex.comCase Name: Mr. [redacted]Complaint # [redacted] To whom it may concern:We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern and it is a disappointment to learn that...
we have not met Mr. [redacted]’s expectations. We appreciate your patience during our review of this matter. Upon receipt of this complaint, CruisesOnly initiated an internal review of Mr. [redacted]’s reservation. Although we are not privy to the conversation Mr. [redacted] had with his booking agent we did find that no onboard credit promotional item was ever entered on his reservation. We also noted in his reservation that as he was sailing aboard a [redacted] vessel, based on our agreement with [redacted], only an onboard credit could be applied as they do not allow us to provide a rebate for their sailings. This indicates an error on the part of the booking agent. To resolve Mr. [redacted]’s concern, as he has already been compensated in the form of a $50 future travel discount we have changed this offer from $50 to a $100 future travel discount. We have sent Mr. [redacted] a letter to confirm the increase in his future travel discount. We wish to convey our sincere apologies to Mr. [redacted] for this error at the time of his booking and we hope this resolution will restore his faith in our company.We also took the liberty of reviewing the booking of associated travelers, the [redacted]’s. When they booked the onboard credit promotion was included in their reservation. Regrettably we found that the required form to activate the onboard credit was not filled out by them and it was subsequently dropped from your booking. We have sent Mr. [redacted] an updated invoice with a link to the form which must be completed in order to claim his $50 onboard credit.On behalf of CruisesOnly, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely, [redacted]Customer Relations Specialist CruisesOnly
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. To whom it may concern:Thanks for the help from Revdex.com. Thank World Travel Holdings for return a part of my payment. I’m glad to see your concern my complaints.But I don’t agree your explanations about the third party of [redacted] Line, because you made the contract with me on behalf of [redacted]. I am confused why you can charge me $ 2456.99 on behalf of [redacted]. But when you need to return the wrong charge, you said you cannot represent [redacted]. It is ridiculous. It is a pity for our customers, who can protect our benefits? You should take the responsibility of this fault and problems. Don’t shirk the responsibility.In your reply, the penalty amount of $868.00 was paid directly to [redacted] Line, it is the sole responsibility of the client to check with the appropriate consulates and obtain the necessary proof of citizenship, as these requirements are subject to change at any time and vary by individual circumstance. I don’t agree this point. It’s not my willing to cancel the cruise line. You deny my boarding with expired [redacted] and valid J1 status. Because I think I may get the auto revalidation from U.S. Customs and Borders Protection. Last week, I sent an email about this rules, but I didn’t receive any reply from you. So, the penalty is wrong and invalid. I hope you return this charge as soon as possible, because I have another travel plan using this payment. Thank you!Sincerely,[redacted]
Regards,
[redacted]
]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
June 9, 2016
RevDex.com
Case
Name: Mr. [redacted] S. [redacted]
Case
Number: [redacted]
To whom it
may concern:
We are in
receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is...
always our primary concern,
and it is a disappointment to learn that we have not met Mr. [redacted]’s
expectations. We appreciate your
patience, during our review of this matter.
Upon receipt
of Mr. [redacted]’s complaint, [redacted] initiated an internal
review of his travel folio. Regarding
Mr. [redacted]’s concern that he did not receive details of the Cancel For Any
Reason travel protection coverage Mr. [redacted] purchased at the time of securing
his cruise reservation on March 29, 2016, a link was contained in his
confirmation invoice which when accessed contained the entirety of his travel
protection coverage. Also contained in his invoice was specific information
about his plan, advising that travel protection plans are refundable within ten
(10) days of purchase. Our records also show that Mr. [redacted] purchased travel
protection coverage for his previous cruise booked with [redacted]. All of the same information was provided to Mr. [redacted] for that
cruise, as well. As Mr. [redacted] was fully covered from the moment of purchase
until the time of his cancellation, regrettably his insurance coverage cost is
not refundable.
Regarding the
cancellation penalties assessed by the cruise line (one-half of his $800
deposit), the cruise line’s penalties were provided to Mr. [redacted] at the time
of booking and unfortunately are beyond our control. Had Mr. [redacted] not
purchased his travel protection coverage he would not be eligible for
reimbursement by the insurance carrier of the amount deducted by the cruise
line.
The $24.99
processing fee we charge is non-refundable. This information is provided at the
time of booking verbally to the guest and in writing in the confirmation
invoice. The $100 cancellation fee, of which we also advise verbally at the
time of booking and in writing in the confirmation invoice, is not refundable
however as a gesture of our concern we have authorized a refund of this $100
cancellation fee.
On behalf of [redacted], we appreciate this opportunity to address our client’s
concerns. If you have any further
questions regarding this reservation, please do not hesitate to contact
us.
Sincerely,
[redacted]
Customer
Relations Specialist
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
This is unacceptable. Per the eInvoice I received it states: Description:[redacted] $75PP (MAX $150) OBC PER STATEROOM - BALCONY (B1 - B2) Effective Date:04/14/2016 Number of Features:1 Vendor:[redacted] Details:[redacted] onboard credit offer is valid only for new individual bookings made by telephone between 4/5/16 and 5/31/16 midnight Eastern Time for select balcony, suite or [redacted] category staterooms on select [redacted] sailings departing between 4/23/16 and 6/18/16. Onboard credit is based on double occupancy, singles receive half the amount, and amount is based on category purchased. Onboard credit is non-refundable, non-transferable, and may not be redeemed for cash. Last Minute Sale offer is valid for the first and second guests traveling in the same stateroom. Offer is not valid for additional guests traveling in the same stateroom, subject to availability, capacity-controlled, may be changed or withdrawn at any time without notice. Is not be combinable with other promotions and offers.
If [redacted] does not acceptable responsibility for using "bait and switch"/deceptive ADVERTISING tactics and not honoring my request, I will pursue this natter further via social media, my local news team, my credit card company, etc. until this matter is resolved. I booked this cruise to celebrate and [redacted] has made this memorable for other reasons!Regards,
[redacted]
To whom it may concern:We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, so it is disappointing to learn that we have not met Mr. [redacted]'s expectations. We appreciate your patience during our review of this matter. I...
have spoken to Mr. [redacted] directly today, and we are happy to report that the issue has been resolved. We contacted [redacted] directly to have the missing 3,866 miles manually applied. We have also given Mr. [redacted] a refund of $100 to apologize for the issues and time he spent trying to get this resolved, and also as a thank you for being such a loyal customer. On behalf of United Cruises, we appreciate the opportunity to address our clients concerns. If you have any further questions regarding your reservation, please do not hesitate to contact us.Sincerely,[redacted]Customer Relations SpecialistUnited Cruises
January 15, 2016Revdex.comComplaint # [redacted]Re: [redacted]To whom it may concern:We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met Mrs....
[redacted]'sexpectations. We appreciate your patience, during our review of this matter.Upon receipt of Mrs. [redacted]'s complaint, Cruises Only initiated an internal review of the travel folio's. Cruises Only 110% Best Price Guarantee applies only to rates available to the general public. It does not apply to consolidator, group, incentive, interline, meeting, or convention rates that are not available to the general public, and must be able to be booked online with no registration or membership required. Unfortunately [redacted] does not offer online bookings you must register and receive a call back and a quote from and agent directly. [redacted] also offers discounts out of their commission off the over all total price. This being said this is why we were unable to honor the Best Price Guarantee on Mrs. [redacted]'s cruise vacation. This information is also available in the customers invoice and via the website.On behalf of Cruises Only, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. We appreciate your patience and understanding with this matter.Thank you,[redacted]Customer Support
October 26, 2017 Revdex.com Case Name: Mrs. [redacted] Complaint # [redacted] To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern and it is a disappointment to...
learn that we have not met Mrs. [redacted]’s expectations. We appreciate your patience during our review of this matter. In the promotional email Mrs. [redacted] references, at the bottom of the email contained a hyperlink to access the Terms and Conditions of the offers included in the email (in addition to the [redacted] Cruise Line offer there were offers from [redacted] and [redacted] River Cruises). When clicking on this link, Mrs. [redacted] would have found all of the inclusions to [redacted] Cruise Line’s offer. The [redacted], the ship Mrs. [redacted] booked, was not included in the offer. This information was also available to Mrs. [redacted] when completing the booking process on-line. Had Mrs. [redacted] contacted us when she noticed that taxes were being included in her total price (both when in the process of booking her cruise online and when reviewing her confirmation invoice) this issue could have been addressed immediately. Based on our review, we have determined that we did provide the proper information in our advertisement and on-line and as such we are not able to honor Mrs. [redacted]’s request. On behalf of [redacted] Cruises, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely, [redacted] Customer Relations Specialist [redacted] Cruises
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Mr. [redacted] & CheapCruises are not addressing our concerns as stated at the bottom of his email. The apology provided by Mr. [redacted] is disingenuous as is his comment about "feeling badly for our experience". This is evidenced by CheapCruises neglecting to provide an apology at the time that this incident was brought to light and now in their decision to decline to offer any further compensation. CheapCruises claims that "customer satisfaction is always our primary concern", but this is simply not true as illustrated herein by the continued back and forth with repeat clients who are extremelydissatisfied. Mr. [redacted] would rather point to a pathetic $150 shipboard credit (which I am sure is baked into CheapCruises commission) which my wife argues that she didn't want (check your phone records), as resolution for a $1,378 additional cost to us as clients, for which CheapCruises continues to refuse to bear any responsibility for. I one again refer to communication between [redacted] and myself where he booked transfers that could not and would not be honored by [redacted] (see image attached). He confirmed that we would in fact make our sailing with those transfers as shown.Mr. [redacted] also continues to get the facts wrong. Our air tickets were not changed last minute & I do not know where Mr. [redacted] is getting this from. Our flight times changed on 10/14/2016 with an arrival time going from 1:26pm to 1:33pm. That is not last minute nor is it a major change in any way. Again, there were no last minute changes as Mr. [redacted] states in his email. The only "last minute" changes that took place in this dispute was my family having to scramble during Christmas week 4 days before our cruise vacation to find new departing flights and have an additional $1,378 expense - thanks in great part to CheapCruises and their inability & perhaps refusal to properly train their travel agents and inform their customers of critically important information.I suspect Mr. [redacted] & CheapCruises will continue to hold their position, as they have done from day one, and refuse to compensate us in any way. The negative experience, difficulty, additional cost, and challenges that my family and I went through are clearly of no importance or consequence to CheapCruises or Mr. [redacted] which is quite the opposite from what is stated in the included emails by Mr. [redacted]. The only conclusion that can be drawn here is that CheapCruises & WTH adheres to a firm policy of "buyer beware" and they only claim to be concerned with customer satisfaction & client concerns when it does not cost them anything, whether monetary or in any form of accountability.
Regards,
[redacted]
To whom it may concern: We are in receipt of the complaint initiated by the above mentioned client. Customer satisfaction is always our primary concern, so it is a disappointment to learn that we have not met Mr. [redacted]’s expectations. We appreciate your patience during our review of this matter. ...
In specific reference to our 110% Best Price Guarantee not being honored, I did an internal review. What I found is that there is a lower rate being offered. The difference will not include the $24.99 processing fee, which is stated in the terms and conditions for the 110% Best Price Guarantee. Instead of a $94.99 difference, the difference is showing $70.00 when not including the $24.99 processing fee. I have contacted [redacted] Cruise Lines directly, on your behalf, regarding the lower rate. [redacted]’s policy is that once the reservation is paid in full, the price difference will be given as an onboard credit. Therefore, they have applied a $70 onboard credit to your account, in addition to the $50 onboard credit you already have. Since our Best Price Guarantee states that you will receive 110% of the difference, we have also applied an additional $7.00 discount to your reservation, for the additional 10%. I have sent you a new invoice to reflect these changes, and you will be receiving a $7.00 refund to your original form of payment, within 7 – 10 business days. Mr. [redacted], we sincerely apologize for the confusion. On behalf of CheapCruises, we appreciate the opportunity to address our clients concerns. If you have any further questions regarding your reservation, please do not hesitate to contact us. Sincerely, [redacted] Customer Relations Specialist CheapCruises.com
December
1, 2015RevDex.comCase
Name: Mrs. [redacted]Case
Number: [redacted]To
whom it may concern:We
are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary
concern, and it is a disappointment to learn that...
we have not met Mrs. [redacted]’s
expectations. We appreciate your
patience, during our review of this matter. Upon receipt
of Mrs. [redacted]’s complaint, [redacted].Com initiated an internal review of her
travel folio. Regarding the first air
portion purchase, Mrs. [redacted] is correct in asserting that the time of the
returning flight was too close to the return of her cruise to port, making it
problematic to reach the airport in time for departure. At that time, the
flight schedule was changed with a change fee of $100 and the cost of the new
flights. Mrs. [redacted] was advised, via email as she was busy at work during the
time of this transition, of these new charges and she was likewise advised at
this time that Mrs. [redacted] would have a credit towards a
future [redacted] flight of $719.96 that is good for a year and has to be used on
or before November 30, 2015. They would also have to pay a $150 pp change fee
as well at the time of using that credit. The
date of this change in flight schedule and the communication to Mrs. [redacted] via
email was December 3, 2014. On December 11, 2014, Mrs. [redacted] reached out to her
agent, [redacted] regarding the flight information for her January 10, 2015 cruise.
Following this communication, there is no other note in Mrs. [redacted]’s booking
until November 13, 2015. We note this timeline as Mrs. [redacted] states in her
complaint that she has been trying to resolve this matter since July of this
year but we have not received any communication from Mrs. [redacted] from December 11,
2014 until November 13, 2015. Had Mrs. [redacted] contacted us directly to assist her
with her future [redacted] air credit, we certainly could have helped resolve this
matter for her in time to utilize the [redacted] air credit.After
our review of Mrs. [redacted]’s concerns, we found that Mrs. [redacted] was advised of this
change fees in a timely manner and that Mrs. [redacted] did not contact us for
assistance in utilizing her future air credit with [redacted] until November 13,
2015. Based on this information we must regrettably deny her request for a
refund of $719.96. However we also feel that our agent made an error when first
booking the air portion of Mrs. [redacted]’s vacation. We have therefore authorized a
refund of $100, the amount charged for changing the air portion of her vacation
package. This refund will be processed within 7-10 business days to Mrs. [redacted]’s
credit card on file and will appear on her next credit card statement.Additionally,
we do feel badly for Mrs. [redacted]’s
experience overall and as a gesture of our concern we would like to extend a $325 future
travel discount to you, which may be applied toward your next cruise vacation
confirmed with [redacted].Com. Please
note that this discount is valid until December 31, 2016 and is
non-transferable, not redeemable for cash, and not valid for airline
tickets. To redeem, simply call [redacted]
and use reference # [redacted].
The amount of $325 in a future travel discount is representative of the $719.96
air credit from [redacted], less their $150 per person change fee and also less
the $100 refund offered above.On
behalf of [redacted].Com, we appreciate this opportunity to address our
client’s concerns. If you have any
further questions regarding this reservation, please do not hesitate to contact
us. Sincerely,[redacted]Customer
Relations Specialist[redacted].Com
May 27, 2015 Revdex.com [redacted], Mrs. [redacted] To whom it may concern: We are in receipt of the rebuttal complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that our initial response did not meet with Mrs. [redacted]’s approval. We appreciate your patience as we revisit our review of this matter. Upon receipt of Mrs. [redacted]’s rebuttal complaint, CruisesOnly reopened our internal review of her travel folio. When a booking is made, the agent recaps the guest with all details of their cruise reservation. In this recap is to be included any restrictions or terms and conditions applicable to their specific reservation. Mrs. [redacted]’s agent, ** did provide a recap of the details of Mrs. [redacted]’s booking and although we are not privy to their conversation, we apologize if her agent ** did not make special note of the rate code restrictions applicable to her booking. We have followed up with **’s immediate supervisor to ensure that moving forward all such details are explained during the recap. In the terms and conditions / cancellation section of Mrs. [redacted]’s confirmation invoice, there is contained a section describing the parameters of the Early Saver fare from Carnival Cruise Lines. This invoice was sent to Mrs. [redacted] upon completion of her booking and was received, read and accepted the same day by Mrs. [redacted]. We appreciate Mrs. [redacted]’s suggestion to include written confirmation that a specific booking may have been secured under the Carnival Early Saver plan and we have forwarded this suggestion to the appropriate internal department for their consideration. On behalf of CruisesOnly, we thank you for this opportunity to revisit our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely, [redacted] Customer Relations Specialist CruisesOnly
Complaint # [redacted]
[redacted]
[redacted] Fax: E-mail: [redacted] To Whom It May Concern, We appreciate the your time while we researched this matter. We have honored $125.00 onboard credit for each of the two...
cabins. I have spoken to Mr. [redacted] and advised him on this and he is favorable to this resoultion. He has my direct contact information for anything futher he may need. Kindly,Sandy Miles Customer Support
May 9, 2016 Revdex.com Complaint # [redacted] Re: [redacted] Daytime Phone: [redacted] E-mail: [redacted]To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have still not met Mrs. [redacted] expectations.It appears by the booking that Mrs. [redacted] has now canceled her cruise as of yesterday, we did waive our $100.00 cancel fee any cruiseline fee's will have to stand and Mrs. [redacted] was made aware of these fee's.Kindly,[redacted]Customer Support
March 17, 2017 Revdex.comRe: Mr. [redacted] To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we...
have not met Mr. [redacted]’s expectations. Your patience has been appreciated during our review of this matter. Upon receipt of Mr. [redacted]’s complaint, Cruises for [redacted] HHonors- powered by CruisesOnly initiated an internal review of his travel folio. Our records indicate that Mr. [redacted] booked the cruise via telephone with our Cruise Consultant- [redacted]- on July 21, 2016. As you may be aware, we record some telephone calls for quality assurance. We were able to locate the original booking call on July 21, 2016. During the call, [redacted] did advise Mr. [redacted] that he qualified for a total of 100,000 points. This promotion required an offer code that was not collected at the time of booking and the reason the remaining 50,000 points did not populate. It was certainly not our intention to mislead Mr. [redacted] in anyway and we offer our most sincere apologies if he feels that we have done so. We will credit Mr. [redacted]’s account with the missing 50,000 points as requested. Please allow 2-3 weeks for the points to post to his statement. On behalf of Cruises for [redacted] HHonors- powered by CruisesOnly, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. We appreciate your patience and understanding with this matter. Sincerely, [redacted]Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.comRe: Ms. [redacted] # [redacted] To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met Ms. [redacted]’s expectations. ...
We appreciate your patience during our review of this matter. Upon receipt of Ms. [redacted]’s complaint, [redacted] initiated an internal review of her travel folio. As you may be aware, we record some telephone calls for quality assurance. We were able to locate the original booking call on January 14, 2016. During the call, Ms. [redacted] was properly advised that the $24.99 processing fee is non-refundable and [redacted] would charge a $100.00 cancellation fee to the credit card on file at the time of cancellation. Ms. [redacted] was also advised of [redacted]’s cancellation policy. This information was presented prior to collecting payment and to which Ms. [redacted] consented. Per our company policy, it is the sole responsibility of the client to check with the appropriate consulates and obtain the necessary proof of citizenship, as these requirements are subject to change at any time. We do include this information in our invoice and confirmation, which was also sent via email upon completion of your reservation. [redacted] will be refunding a total amount of $1368.00; however, the remaining $868.00 has been withheld as penalty. Please allow 1-2 billing cycles for record of the transaction to post to Ms. [redacted]’s monthly online/paper billing statement. We truly apologize for any disappointment or difficulty this may have caused. As a gesture of our concern, we would like to extend a $100.00 future travel discount to Ms. [redacted]. This may be applied toward her next cruise confirmed with [redacted]. Please note that this discount is valid until January 31, 2017 and is non-transferable, not redeemable for cash, and not valid for car, hotel or airline tickets. To redeem, simply call 1-[redacted] and use reference #[redacted]. On behalf of [redacted], we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. We appreciate your patience and understanding with this matter. Sincerely, Customer Relations [redacted]
To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern and it is a disappointment to learn that we have not met Mr. [redacted]’s expectations. We appreciate your patience during our review of this...
matter. As a one-time courtesy, we have taken the liberty of refunding the $24.99 processing fee back to Mr. [redacted]’s original form of payment. It should appear in your account within 3 to 7 business days. For the future, please keep in mind that our $24.99 processing fee is non-refundable, and that the previous cruise reservation mentioned, was cancelled at your personal request. We would not normally waive this fee. On behalf of [redacted] Cruises, we appreciate this opportunity to address out client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely,[redacted] Customer Relations Specialist[redacted] Cruises
May 18, 2017Revdex.comCase Name: Mr. [redacted]Complaint # [redacted] To whom it may concern:We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern and it is a disappointment to learn that...
we have not met Mr. [redacted]’s expectations. We appreciate your patience during our review of this matter. Upon receipt of this complaint, CruisesOnly initiated an internal review of Mr. [redacted]’s reservation. Although we are not privy to the conversation Mr. [redacted] had with his booking agent we did find that no onboard credit promotional item was ever entered on his reservation. We also noted in his reservation that as he was sailing aboard a [redacted] vessel, based on our agreement with [redacted], only an onboard credit could be applied as they do not allow us to provide a rebate for their sailings. This indicates an error on the part of the booking agent. To resolve Mr. [redacted]’s concern, as he has already been compensated in the form of a $50 future travel discount we have changed this offer from $50 to a $100 future travel discount. We have sent Mr. [redacted] a letter to confirm the increase in his future travel discount. We wish to convey our sincere apologies to Mr. [redacted] for this error at the time of his booking and we hope this resolution will restore his faith in our company.We also took the liberty of reviewing the booking of associated travelers, the [redacted]’s. When they booked the onboard credit promotion was included in their reservation. Regrettably we found that the required form to activate the onboard credit was not filled out by them and it was subsequently dropped from your booking. We have sent Mr. [redacted] an updated invoice with a link to the form which must be completed in order to claim his $50 onboard credit.On behalf of CruisesOnly, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely, [redacted]Customer Relations Specialist CruisesOnly
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]