TRIP DATE: July 3-10, 2015
FLIGHT: ***** and *****
BOOKING #: XXXXXXXX
REF CLIENTS: **** **** ******,
******** ****** ******
Booking File: XXXXXXXX
Air TransAt Customer Service File : XXXXXX - X
I would like to have a full refund of trip costs. I would like to have the Luxury ***** ******** - La Romana investigated as far as water quality and food handling.
My husband recently passed away and my mother sold her house and moved. It was a very hard year. As a "thank you" for all of my mother's help during my husband's illness, I booked this trip to help ease the pain of our recent loss. The facility was spectacular. We arrived on Friday, July 3rd, evening. On Saturday, we arranged an A-La-Carte dinner at the Steakhouse beside the pool. We had dinner reservations for around 7-8 pm. My mother and I both ordered the same meal, the beef tenderloin dinner and we ate the Ceasar salad that came with the meal and we had a couple of items from the salad bar. Early Sunday morning, around 1 am, my mother developed severe diarrhea, vomiting and fainting. She was severely dehydrated and she was in and out of consciousness.
I called the Hotel Doctor-On-Call around 2 am. The doctor came to the room and gave her a shot of an anti-nauseant and a shot of an anti-spasmodic and she urged that we go to the hospital immediately because my mother was dangerously dehydrated and required hospital care. We went, by ambulance (a 2-hour ride) to the Hospitens Santo Domingo, and my mother was admitted for 3 days. After extensive testing at the hospital, they confirmed that she got infected with the Giardia parasite. Both the Doctor-On-Call at the hotel, and the doctors at the hospital asked if we drank the tap water and what and where we ate. We confirmed that we did not drink the tap water, we only ate the dinner at the "A La Carte Steakhouse". The specialist doctor at the hospital said that it happens sometimes in the Dominican, that people get infected with Giardia. The hospital treated her with an aggressive regimen of antibiotics, anti-nauseants, anti-spasmodics and IV.
I stayed with my mother in the hospital room for the whole time. I, too, had nausea and diarrhea, but was not officially admitted nor treated, but they set up a bed for me in my mother's room, and I was on the same dietary regimen in the hospital as my mother.
When my mother was discharged, she was given a continuation of the antibiotic regimen, orally for 10 days, rather than through the IV that she had at the hospital. The hospital called a taxi to take us back to the hotel. This cost me $160 US dollars, in out of pocket cash, and we were thankful that we made it back to the hotel without an incident. The taxi driver was extremely aggressive and fast in his driving. We were very stressed out after the entire hospital incident and with the drive back to the hotel. Apparently the hotel said they would have sent a driver to pick us up from the hospital, but the phone in the hospital room was not working. We arrived back to the hotel around 6 pm on Tuesday, July 7th. When we returned to the hotel, my mother was still very weak and had no desire to eat anything other than dry toast for the rest of our stay. Our enjoyment of the hotel, food and amenities was ruined. She was still extremely dizzy and she couldn't even leave the room except for a couple of short trips to the Buffet Restaurant. We had to order room service for most of the rest of the vacation, of which only 2 full days remained, with the departure scheduled for Friday, July 10th. Our vacation was ruined. We didn't have a chance to enjoy the resort nor our vacation. Even after we got home, my mother still had severe dizziness and nausea for another 3-4 weeks.
I had sent all hospital reports to ******* ******* at Customer Care at ******* on Nov. 11, 2015 and again I confirmed with iTravel on Feb. 22, 2016. There has been no further update from iTravel or ******* that this case is being investigated.
I would like a full refund of all the trip costs, including the medical insurance purchased through iTravel2000. In addition, I also purchased *** ****** Insurance and that is the coverage that we used to pay for the medical expenses on this trip, NOT the trip insurance from iTravel2000.
I would also like to be re-imbursed for the out-of-pocket Taxi ride of $160 US.
There had to be a deposit paid of $1000 US to the Hospitens Santo Domingo to initiate care for my mother. When this amount was reimbursed a couple of days later, the exchange rate had changed and I was short-changed about $50 US in the refund amount. I would also like to have that amount reimbursed.
Ticket Cost(2): $2,210.34 + Insurance(2): $159.84
TOTAL CDN$: $2,370.18 CDN, PLUS
TOTAL US$: $ 210.00 US
Thank you for giving us the opportunity to review client's file and respond with our outcome.
On September 22, 2015, we have forwarded client's claim to ******* ******** for a review as per our due processes.
On November 3, 2015, we have forwarded *******'s response to clients and as per hotel's response, clients were to submit any medical reports for the hotel to investigate their claim further.
Client has submitted all medical reports to *******'s office directly on November 12, 2015 to ******* *******'s attention. We have followed up with ******* ******** to find out if they received new response from the hotel after reviewing the medical records but never received a response.
As an agency and being an intermediary, we are unable to interfere a past travel investigation processes conducted by the Tour operator and/or their contracted business partner. The file is with ******* ******** and their office is to respond to client's claim accordingly.
In regards to client's request for a refund of the medical insurance coverage purchased through itravel2000, please note that insurance coverage is purchased and agreed to by client at the time of booking to have a financial protection if something were to happen either before the trip or during the trip and the cost of the insurance coverage cannot be refunded after the trip is taken.
We would like clients to know that as an agency, we have assisted with forwarding their claim to the appropriate channels accordingly.
Unfortunately, our agency was not provided with any other information regarding client's claim.
Thank you for your understanding.
Please accept our sincere apology for the unfortunate experience during clients' trip.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from iTravel2000 and *** ******* is totally unacceptable. The money for the trip was paid, in full, to iTravel2000. If they accepted the money, then it is deemed an enforceable contract. If they choose to make third-party arrangements with other travel partners or other service providers, the prime responsibility should still be with the party that accepted the money. If there are service failures, then they need to take measures to fix them, but their prime responsibility should still be between the two parties that completed the transaction. I will not play the "monkey-in-the-middle" game.
iTravel2000 accepted the money for the trip and they should be held responsible for service failures from any of their third-party service providers. It should be iTravel2000 who offers a remedy for the clients that paid them. However they resolve their internal business issues is up to them and should not involve the client. We have waited long enough, close to 10 months, for them to "investigate" and resolve our complaint. I feel that they were simply playing a game to waste our time and hope that this matter would not be pursued further.
I am thoroughly disgusted and insulted with their insincere and cavalier attitude in handling such a serious health and safety issue that could have resulted in a fatality. This medical issue that we had to suffer, which ruined our trip and affected our health well after our trip was over, was a direct result of their business arrangement with the ***** ******** Resort.
Final Business Response
We would like to respond to clients' additional concerns as follows.
Firstly, please allow us to clarify that itravel2000 is not the recipient of the cost of clients' trip, the payment for the vacation package was sent to the Tour operator, ******* ******** at the time of booking.
We can assure you that as an agency, we have assisted clients accordingly and as our due process requires.
We suspect that ******* ******** and/or the hotel has not provided an adequate follow-up or response to clients.
For your records, we have copied below the "Liability" section from our Terms and Conditions that can be found on our website.
Thank you for the opportunity to clarify clients' additional query.
Respectfully, please note that our outcome remains as previously outlined.
itravel2000, in its capacity as a travel agency, makes arrangements with suppliers who provide travel services such as flights, cruises, hotels, package holidays and car rentals. The services arranged by itravel2000 are subject to the conditions imposed by these individual suppliers, and their liability may be limited by their own tariffs, conditions of carriage, and international conventions.
itravel2000 does not own, manage, operate or control any vehicle, hotel, resort, cruise ship, restaurant, or other supplier of services, and is not responsible for their acts or omissions. itravel2000 does not guarantee any suppliers' rates, reservations, connections, scheduling, or protection of personal belongings.
itravel2000 assumes no responsibility for the actions of its suppliers, i.e. airlines, tour operators, cruise lines, hotels, car rental companies, etc. for overbooking, route changes, cancellation or delays. All information, prices and availability are subject to change.
itravel2000 will not be responsible for the acts or omissions of any person other than our agency and our employees acting on our behalf.
itravel2000 shall not be liable for any damages due to illness, theft, labour action, acts of God, mechanical failure, equipment failure, quarantine, rescheduling, government action, war, insurgency or act of terrorism, or other event beyond our control.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
It is very convenient that iTravel and ******* have such convoluted business arrangements. It is also very convenient for iTravel and ******* to deflect the liability. While the money was taken by *******, iTravel arranged the booking and their Agency's name is on the e-Ticket. I am sure that iTravel did not arrange this booking for free. All the businesses were paid, but no one has any liability or responsibility for any service failure.
I realize that iTravel and ******* are in the business of making money. It just seems that these businesses just take people's money with absolutely no liability or consequence for any service failure. Instead of trying to bridge a point of communication to try to resolve the complaint, iTravel just brushed off my concerns, quoted text, and offered insincere comments.