Complaint I paid a deposit on a trip was not able to go was told I'd get a refund and it is over a month and I have not gotten a refund. I had paid a deposit of $700 for a 9-day trip to Bermuda due to leave on October 27, 2013. Due to extensive surgery I had on Sept. 13, 2013 I had to cancel this trip. I called and cancelled I would say before the end of September and was told I would receive a refund of $300. I waited and got nothing. I called back a few weeks later and was told its coming. I called back again and was told it was coming I called back again and this time was told I'd have to wait until the account was closed (I was going with a group) and that wouldn't be until the trip. I called again and was told I have to speak to **** *** I left a message and have yet to speak to her it will be one month since the trip on Nov. 27 and two months since I originally cancelled the trip. I have gotten my daughter involved and she has been calling to no avail. This is terrible customer service and bad business practice.
Desired Settlement I just want what is owed to me $300
Final Consumer Response finally I received a refund. Not what I was told but close to it. I will never vacation or send friends to this company. Their customer services is below standard. THANK YOU BBB!
Complaint Did not honor price agreement. Agency reps are not business professional. Purchased a cruise vacation in May, 2014 with a cruise line (Celebrity) promotion of $100 discount pending the purchase of air tickets through Choice Air. Did not honor the promise/agreement upon completion of the requirement. Invoice number #XXXXX
Also the sales rep and the phone operator are not business professional as they said "will call you right back" and they never did. I had to call and call to get a hold of them. I also had to ask to get my invoice. Shouldn't it be sent after payment?
Same issue with my friend who booked the same vacation with this same rep. Will never do business with this travel agency ever.
Desired Settlement $100 refund
Business Response Ms. ***** booked a Celebrity Cruise on May 1st. (Thursday) an invoice was sent to the client on Tuesday May 5th. When she booked her cruise it did not include airfare. Our company did not add on her airfare. The client booked her airfare directly with Celebrity on their website. This was brought to our attention on May 19th...we added this to her invoice and sent an updated invoice to the client on May 23rd. There is always a few days delay in getting invoices to clients as they have to go to the customer service department for verification. We did not charge her card for the airfare Celebrity did. If there is a problem with the amount of for the airfare cost she will need to discuss with Celebrity. I am sorry if a returned call was not placed in a timely fashion. As this occured 3 months ago I have no way of investigating this problem. We try to get back to our clients within 24 hrs of their message. But sometimes agents are sick or off for the day. Looking at the file I do not see where there is $100.00 due back to the client. If she has something in writing from Celebrity since she made the change to her own reservation...I would be happy to look at this further. Otherwise, there is no refund due.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) This is the last response email I received from the agent"**** I spoke with accounting and due to the fact I gave you a 150.00 discount on the cruise we cannot give you the additional 100.00 back.
With your certificate for another 100.00 off that would make your discount of 250.00 which cannot do.
You will receive the onboard credit and the discount of 150.00 which is what we had agreed upon.
We should of taken the certificate into account at the very beginning when making the initial reservation and we did not do that. So we cannot give it back on the back end.
He indicated that there was an agreement in the initial booking of the trip, but then said that he can not honor it at the back end. So I think you can make promise to lure your customer in and then break it later to do business.
As for the return call issue, the last call I made was to speak to the accounting. Whoever answered the call told me she is on the phone and will call me back. I never heard from anybody again and didn't bother to call back, as this not the first time happened with this business.
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