Complaints

• Initial Complaint

  05/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We booked a vacation with Emeralds escape June 2021. We were to fly Feb 2022, 10 days before the flight she called things were changed, now saying we had to take a connection flight.when I booked the first trip she told me she put the trip coverage on where I was booking early just in case the trip went down in price.she said this was easier she was going to rebuild it to get the deal.so it was a difference of 680 refund, she said got us an upgrade but was going have to charge us $230 for that, i asked to explain she said it was complicated was all i got, the refund would be back to u within 2/ 4 weeks that was jan 28 rebuild date. we had paid for upgraded seats when rebuilt we were not even sitting together.I have contacted her a few times once she told me she sat over 12 hours on the phone and they wouldn't help her *** ****** Travel, she had to email..she isn't very trustworthy she also told me she sent us our first paperwork when i had not heard anything and we were leaving in 10 days and we had nothing she said she sent in the mail that day paid extra money so would get to us. The next day i think is when she really looked and found the flight changed now she was scrabbling. so after all that getting us on the connection flight, said she sending the new papers. the next day she sent me a link and said here print these off just in case. a funny thing is neither package ever arrived. Today I decide to call *** ****** C S, they gave me a number, said tell accounting what happened, why you I have not received $680 back. 2.5 hours I sat on hold, accounting lady said where i booked through a Travel agent they only can talk to TA. BUT ACT told me to call, my TA isn't helping.she said tell T.A to call, i said she told they did..she said no calls has ever been made on this account.I questioned her.Her reply was they lied.I will look into Friday today is Tuesday. .she flys on vacation gone a month Monday..i feel i have no where to turn..she said now she only will email

  Business response

  06/04/2022

  Very unfortunate that my client feels this way and is not aware of the impact covid has taken on the industry , especially to us independant agents who work commission only , meaning we have spent the last two years on hold sometimes upwards of over 9 hours just to cancel or change a file for free. Anyone who has not seen the news , parliment briefings and such , all the media from ACTA regarding our struggling issues over the past two years due to the virus really leaves me to question.

  Client booked a vacation , yes airlines changed there flight times (not days just times) as they did with thousands of other pax flying all across the world during the pandemic. 

  Client wanted to change her room , I called (waited on hold again) and seen price had gone down allowing me to upgrade there room to a privlaged swim out and qualify her for a refund of 680.00  Client was extremely happy. At that time client was made aware it would take a while for a refund as *** ****** vacations was months behind in processing anything , Never did I say two weeks nor would I . Client went on vacation was pleasently surprised at the resort and the room and all the work I did at this time to make her experience a pleasant one . So much so she posted a video thanking me on facebook..

  There was a 200 fee involved in the changing of her booking as it neeeded to be cancelled and rebooked so service fees applied

  Issue began when client was frustrtaed by long wait time on refund of which I called twice, held for hours only to be told request needed to be sent by email. Which I proceeded to do . I also followed up with another email , The response I got was a apology however they are processing all requests as fast as they can . 

  The follow up was done early March , a response was sent to me (March 22nd please see below)

   

  Please do not reply to this email, it is an automated reply.
  
  
  
  If you are enquiring about your FTC refund, all refunds will be processed within 6 weeks of the submission of the online form.
  All other emails will be replied as soon as we can.
  
  
  We thank you for your business
  

  *** ****** VACATIONS - ACCOUNTS RECEIVABLE DEPARTMENT

   

  It is clear that my clients frustration is regarding her refund with *** ****** vacations , however we have no  control over how long suppliers take to refund , and to think if I had not been looking out getting my client free upgrades and a refund I would not even be dealing with this . 

  I have been in the industry for over 16 years , with over 800 clients all across ****** (and US) and this is the first time I have ever recieved a complaint . 

  I invite people to our website www.emeraldescapestravelgroup.com to see several great reviews 

  Clients complaint in no way reflects the service our ageny has provided , her issue is with the airlines 

  Customer response

  08/04/2022

   I am rejecting this response because:
  
  I am fine with her response she. has worked this for a long time..and she knows how to work it.. she did many things questionable by telling us she sent us paperwork but didn't. she told me that because they was offering me the connector flight no..i should never have been a extra change for something *** ****** needed to change no us.. it was her that said i will get you the upgrade for the change ..see even her saying this here and she never said that to us or i would have said something then.. she has bad responses to clients i think she does more tours then independent and it shows and our stuff was dropped ball form a few times.. i am trying to get to the bottom with *** ****** about different charges.. i think so many things were done with us it is beyond at this point..i do want this on file.. as far as going back and forth not looking for that she will always have a reason for the things she did but no true answers.. and she has been caught in a few lies even *** ****** telling us no that is a lie.. that was when we had enough..my biggest thing is i wish to remove her from the view completely and represent ourselves and find out what really happened..so at this time please leave on file  and i dont need to hear any more from her..

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