Complaints

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this travel agency to go on vacation to the ******************.Date of travel June 24th thru July 1st, 2023 They gave me wrong information about the Resort name.I was supposed to stay with my two friends at Fantasia in Bahia Principe in **********.When I arrived at **********, I was told my reservations were reserved for Bavaro resort.We were supposed to come back on July 1st and be in ***** at 2:40.Sky Cana by Air Century airline in ***** broke down in *****.We got back to ***** on July 2nd at 2:15 a.m.In *** I noticed my lock to my check in suitcase was broken.When I opened my broken suitcase I noticed items that did not belong to me.A plastic bag of children's medicine was dumped in my suitcase.I also had a bracelet that cost me $150.00 stolen from my broken suitcase.When I contacted EZ Travel, the owner named ******** did not say much.All she could say was "what a mess".She never apologized or promised to report suitcase broken and bracelet stolen.They broke my new suitcase, obviously broke into someone else's suitcase, and stuck a bag full of children's med's, and stole my bracelet. This happened in ******************. The date of flight was 7/1/23, REDAir Airlines - Flight L5 352. Her travel agency does not appear on your search, and this is alarming. I would appreciate some sort of action to be taken. I would not like this to happen to someone else. Thank you!

  

  Business response

  07/17/2023

  Good afternoon:
  
  Mrs. ********** bought the ticket through my Agency for her vacation in ******************. She knew from the beginning that we are an agency authorize to sell vacation packages through different Tours operators. In this specific occasion, the vacation package was sold through Yes Travel. The voucher was printed for the *******************************, hotel requested by *****************. At no point during her vacation, I was aware of the changes made to her reservation. At the end of the trip, she called me from the hotel to ask me if I knew anything about her flight, because apparently it was delay. At that point she informed me that during her check in, the hotel advised her that the BAHIA PRINCIPE ********** hotel was full; therefore, offered her to be changed to the Hotel next door, ***************************, which is the ********************** with the rights to use the amenities for both hotels. This request was approved by Mrs. **********,who communicated that changes were on her favor because she did not have to deal with so many kids.  Since she was pleased with the changes made, I did not sense the need of an apology.
  After her call, I talked with the Tour operator, Yes travel and requested update information of the flight.This information was sent to the phone provided by her. I also told her that unfortunately, my agency has no control over the airline delays.  The flight was delayed for about 6 hours.
  After arriving in *****,she called me to complain about her checked bag. Supposedly, her bag was broken, but she informed me nothing of value was missing because she didnt take anything valuable for her vacations trip; however, she found a bag of children medicines that did not belongs to her. She never informed me about any missing Bracelet. I explained to her, that even though I was really sorry, my agency was not responsible for the airport careless to which she replied that she was going to put a Complain against the ****************** airport through the Better Business Bureau if possible but not against my agency EZ Travel.Please find attached a copy of the text message received from ***************** explaining same. This Complaint was a surprised to me.
  I am truly sorry for the inconvenience caused to *****************, but my agency tried to address her concerns the best we could. Unfortunately, we do not have control over flight delays or airport matters. I would love to have a resolution to this issue as soon as possible to avoid any negative review on my business.
  
                                                                                                  Sincerely
                                                                                                  ***********************************

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