Complaints

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a travel package to ******* through travelenium using a travel agent. The trip had to be canceled due to. Majority of the group contracting Covid. We were told that we would be issued vouchers that we could use for up to 1 year. I have been trying for several months to use the voucher for a trip in October. I have not received my voucher and the agent has stopped communicating with me. This is over $1800 and I want my voucher or my money back!

  Business response

  11/07/2022

  To begin with THANK YOU for reaching out and allowing ********************** to share with you our side. 

  Time Line
  Booking created on September 4, 2021
  Initial Deposit (****** $500/Page $250) paid on September 5, 2021
  Additional $500.00 payment for ****** on October 29, 2021
  Additional Payment of $500 for Page on November 7, 2021
  Final paid $843.49 for ****** on November 25, 2021
  Final paid $1093.59 for Page on November 26, 2021
  Travel January *****, 2022
  

  Client called to cancel on January 12th (day of travel) as she waited too late to take her COVID test and did not get the results in time to be allowed to travel NOT **********************s fault. Her trip was cancelled prior to departure of their scheduled flight at 9:30PM from *******.
  

  The client opted not to purchase insurance protection for this trip and it was truly a NON-REFUNDABLE trip.  My agent, *********************, has worked countless hours trying to secure some type of compensation for ******************** 

  We have an email from Funjet dated Aug 4th that clearly states the trip is NON-Refundable (see attached).  Then we have another email dated September 28th from Funjet also that states that they will extend a Future Travel Credit (see attached), but at this point we havent seen that credit. 
  

  I truly understand what ******* wants but this was a NON-REFUNDABLE trip so she would be lucky to get anything back but should count on nothing. We are trying to help her but the vendor is in control of this situation.  Travel agents are just the middlemen and we are trying to work with Funjet on Kristens behalf.  We are now trying to contact ******************** for any resolution.

  Please let me know if you need any additional information from us.  
  
  *********************************, President ********************** ************
  

  Customer response

  11/07/2022

   
  Complaint: 18037426
  
  I am rejecting this response because: none of this is what was told to me. Also I DID have Covid results it was others in my party that did not have theirs I still could have went! The agent also told me that I WOULD get a refund I also have correspondence from the agent recently trying to get a refund from the third party company that travelenium decided to use knowing that had a very low rating. I have been promised several times that I will get a voucher if this was not the case that is the first thing I should have been told BEFORE. Even if it is hard getting the voucher from Funjet I expect travelinium to fix the issue since the is is a company they decided to use. 
  
  Sincerely,
  
  *******************

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