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Metropolitan New York, Long Island, and the Mid-Hudson Region

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American European Travel, Inc.

Phone: (800) 753-0465 View Additional Phone Numbers 14 Wall Street  20th Floor, New York City, NY 10005 http://www.my-ae-travel.com

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BBB Accreditation

This business is not BBB accredited.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for American European Travel, Inc. include:

  • Length of time business has been operating
  • 53 complaints filed against business
  • Failure to respond to 17 complaints filed against business


Customer Complaints Summary Read complaint details

53 complaints closed with BBB in last 3 years | 49 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 13
Billing/Collection Issues 1
Delivery Issues 13
Guarantee/Warranty Issues 0
Problems with Product/Service 26
Total Closed Complaints 53

Additional Information

top
BBB file opened: December 17, 2012 Business started: 05/25/2011 in NY Business incorporated: 06/09/2011 in NY
Type of Entity

Corporation

Business Management
Hans-Joachim Blank, President
Contact Information
Principal: Hans-Joachim Blank, President
Business Category

TOURS-OPERATORS & PROMOTERS TRAVEL AGENCIES & BUREAUS


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    14 Wall Street20th Floor

    New York City, NY 10005

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Additional Phone Numbers

  • (646) 405-1043(Phone)
  • (212) 618-1705 (Fax)
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Complaint Detail(s)

10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American European Travel advertised a tour of Italy through the LA Times. 5 members of my family and I signed up for the tour and paid in full in January 2014 for departure on 3/**/2014. We also purchased insurance for the tour. I paid $143.00 for the insurance. My brother, 2 sisters,sister-in-law and nephew paid different dollar amounts. AET canceled the tour on 3/**/2014, saying they did not have enough travelers. By this time, we had all purchased foreign currency to use on the tour. We had hard earned vacation time with nowhere to go and money tied up in a non-existent tour.Their customer service people were very polite and promised that the cost of the tour and insurance will be refunded. After numerous emails and telephone calls, nothing. Luckily, we used credit cards to pay for the tour. We received credit for the tour through our credit card companies. AET said they can only refund the cost of travel insurance through ****** account s which we provided. After more emails and phone calls,my brother, sister-in-law and I have not received our refunds. I had written and sent an email to their *** **** ******* ***** as well but have yet to receive a response. When I call customer service, they tell me tomorrow or next week. I work full time and have no time to call this company daily. This has been going on since March 2014. I think we have given this disreputable company enough time. They provided refunds to 3 members of our group 2 months ago finally. But I and the other two are still waiting. I am certain that we are not the only ones that were scammed by this company.

Desired Settlement: The promised refund should be provided immediately and the company should stop offering non existing tours.Thank you for your assistance.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

10/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Today, April ***, 2014, I should be heading to Turkey in a 9-day, hassle-free vacation that I was promised by American European Travel. Instead, I am left home, short of almost $1,800, with no time to make other arrangements, and a last minute email from the company apologizing for the inconvenience of canceling the trip. My friend and I booked the cultural tour of Turkey in June 2013, after receiving a brochure in the Washington Post. We each made a deposit and were charged for the remainder of the payment in January 2014. In February we received an email from the company informing us that a visa to Turkey could no longer be bought upon arrival, and should be requested prior to leaving the US. In March we started calling AET to get more details on our trip and e-tickets. Each time we were told everything was fine and we would get the e-tickets via email, 5 days before departure. On April **, we received a phone call that the April ***trip had been canceled due to overbooking, followed by an email saying the trip had to be postponed because there was not enough people to go on the tour. They offered to rebook the trip on a later date, which doesn't work with our schedule. We haven't heard from the company any actionable information regarding a refund, except that they will handle it with the "highest effort." Somehow I don't find it reassuring.

Desired Settlement: Considering we had an agreement with American European Travel that the company didn't honor, I believe we are entitled to a full refund of the amount paid for the tour, plus related expenses we wouldn't have incurred otherwise, such as credit card foreign transaction fee, visa to Turkey, recommended vaccinations, and in my case, a plane ticket from my hometown of ***** ******** to *********** **, since the trip was leaving from Dulles International (IAD).

Business Response: Dear ** *******

I am **** from the accounting team of American European Travel. On behalf of the team of American European Travel I would like firstly to apologize for any inconveniences that occur as a result of your cancelled trip. The cancellation of your trip is a disappointment for us too, we would have much more liked to welcome you as one of our satisfied travelling customers.
Regarding your refund status I would like to inform you as follows:
On April **and **, 2014 you issued chargebacks in the total amount of $1,383 which represents the trip cost and which we accepted immediately in order to rush the refund. Please be aware of a certain dispute time before your credit card institute credits these amounts.

Any further costs regarding this trip e.g. travel insurance and connection flight will be reimbursed as fast as possible.

Once again we are very sorry for the trouble.

Sincerely,

**** **********
*************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

I confirm that the amount of $1,383, which I paid American European Travel for the trip, has been issued to my credit card. I also understand that by stating that "any further costs regarding this trip e.g. travel insurance and connection flight will be reimbursed as fast as possible," the company has reviewed my request of refunding related expenses and agreed to the payment.

Should any further contact with American European Travel be necessary, I will contact ** ********** directly.

Thank you for your help in resolving this matter. 

Sincerely,

************



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I filed a complaint against AET (ID#********) and on May ***, 2014 I received a response from the company in which they agreed to my claim and pledged to reimburse my expenses. I took it in good faith and assumed the case was resolved.

However, no reimbursement has been made yet. It's been over four months now and I can't seem to get a straight answer from the company or even a single contact person to handle the case.

My question to the BBB is the following: Is there anything else I can do to have this dispute resolved?

I appreciate your help.

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We paid for a trip to Italy that was scheduled for april 2014. 3 days before the trip was scheduled to depart, it was cancelled. We were offered a full refund, and after countless calls to the company, we have yet to receive our refund. We have been told by the phone agents, that they are waiting for an update. This is the same story each time we call. They will not give us any direct contact with their accounting department.

Desired Settlement: Refund our balance.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by American European Travel, Inc. regarding complaint ID ********.

Hi ******, I have not received my money.  Any help from the BBB would be greatly appreciated.  Thanks.



Sincerely,

******** ***

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were scheduled to take a 9 day trip to Turkey on March **,2014. The trip was cancelled 2 days prior to departure. At that time, we were assured in writing that the full price of the trip would be refunded. They then stated that it could not be credited to our credit card due to a change in accounting systems and that we needed to supply either our bank information or a paypal account. We supplied the paypal account information immediately. Next, they said we would be reimbursed for the cost of travel insurance also, if we gave them a copy of receipt for purchase of the insurance. As of today, we have not received the refund. We have had numerous conversations with the office as well as e-mail exchanges and they keep saying it is coming. We have now waited over two months.

Desired Settlement: Full refund for both the trip and the insurance.

Consumer Response:

At this time, I have been contacted directly by American European Travel, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

[Your Answer Here]
Correspondence has been e- mail that they are working on it. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******* ******

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by American European Travel, Inc. regarding complaint ID ********.


Our credit card company has now withdrawn the funds from American European, but we need to wait 45 days (until the end of August) to have the funds.  This does not include the reimbursement for the travel insurance that they claimed they would pay.
Sincerely,

******* ******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Booked Trip to Italy for my son ***** ***** and I, **** ** *****r (booking number ******** in August of 2013. Trip Scheduled for March **, 2014. On March **, 2013 American European Travel cancelled the trip. After countess attempts to retrieve my (100%) refund which they confirmed via phone and e-mail that we would all be getting, I have not received anything except "they are processing ", "they have my info and will get back to me" and we are not able to contact the accounting department directly. It has now been 19 days since trip cancellation, whick I feel should be sufficient time to refund my money. We were asked to pay all our fees regarding the trip by a deadline, which was done, then they cancelled the trip 2 days before departure ruining our spring break and leaving us with no funds to travel elsewhere. I have waited a long time and now I feel that action should be taken to ensure that I obtain my refund. Please help us. Company owes us $1406. to my credit card and $2580. to my bank account. They have all the neccessary details to complete the refund transaction. I would also like to note, that they have a BBB logo on the bottom of their webpage, but according to the Better Businees Bureau, they are NOT listed as an accredited business.

Desired Settlement: obtain my full refund due to me for cancellation on their part of our trip.

Consumer Response:

At this time, I have been contacted directly by American European Travel, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because: The company has not responded.  my last inquiry to them asking for an update was May *, 2014 after receiving the below email on the ****.  They just keep sending the same email with no dates or any further information.  I am worried that there will never be a refund. 

 
WHEN IS MY REFUND GOING TO BE PROCESSED? i NEED A DATE
************* ************ ***** ******** *************************** *** ******* ***************** ***** **** *** *** **** **** ** ******** *** *** ******** **** *** ******* ** ****** ** ******** ******** ****** * ***** **** ******* ** ********* *** *** ************** **** ***** ** * ****** ** **** ********* ******* ******* *** ******* ** **** **************** ** **** ** ****** ************** *** ******* **** ******* ******** ** ****** **** ********* **** **** *** ********* ********* *** *** ************** ****** ** *** ******** ** ******* ** ** *** ******* ******* ************ **** **** ******* **** *** **** ******** ******* ******** ******** ****** **** ** **** ******* **** ******** ***** ** ********* ***** *** ********** ***************************************** ****** * *** ** ******** ******** **********************

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

 

Sincerely,

**** ******

Consumer Response:

At this time, I have been contacted directly by American European Travel, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

The company continues to e-mail me with "they are working on the refund", but I have never receive the $2,580.00 that they owe us.  They even took the time to fed ex next day a copy of an email they sent me stating that they are working on the refund.  Could they just not have put a heck in the fed ex and not wasted the money to send me a message I already received.  Seems like they are stalling and I am extremely concerned that we will never get our hard earned money back from this trip.  I continue to e-mail twice a week to check the progress.  It has been since March **, 2014 trip cancelled and they have had our money for 6 months prior the trip.  We are unable to book a new trip, as I need to get my refund to do it.  very displeased with the way this company handles their clients, which are the heart of the existence of their business. 
still awaiting the balance of my refund. 


 Sincerely, ****

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

 

Sincerely,

**** ******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paid for two people to take a tour of Turkey. Three days before the trip, I received a call from a representative of this company stating that the tour had been cancelled and they promised us that we would receive a full refund of $2686.00. We have not received a refund though we have made repeated attempts to contact the company including sending a certified letter

Desired Settlement: We seek your help in getting a refund of total monies owed.

Consumer Response:

At this time, I have been contacted directly by American European Travel, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

[Your Answer Here] I was contacted by the company via email on May **** that stated they would refund via my paypal account and that it would take 2-3 weeks.  As yet I have not received a refund.  See copy of email below.  ** ******
?

Thank you for your email. In this case we have all information from you. The accounting department will work on issuing your refund. Please note it might take up to few weeks until all clients receive their refund.


With kind regards,

Your AET Team
Customer Service
******** ******** ******* **** ** **** ******* **** ***** *** ***** ** *****

****** * *** *** **** * *** *** **** **** *** *** **** ********************

Become a fan of American European Travel, Inc.
****************


 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** ******

Business Response: Dear ** ******

I am **** from the Accounting Team of American European Travel, Inc.

On behalf of our management, please accept our apologies again for the whole cancellation problem and most of all, about the patience that we asked from you.

I can understand how much trouble the problem must have caused and how sad and angry you must have been.

In the meantime you have been noticed by my colleague that the payment was made on June **, 2014.

Again, we are very sorry and wish you all the best.

Sincerely

**** ********** ********** ******** ******** ******* ****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]While I have been contacted by this business with the promise that my refund will be sent to me within 5 business days I have not as yet received the refund. Only after the refund is received will my complaint be resolved.  ** ******

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******** regarding American European Travel, Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May 2013, in response to an ad in the Washington Post, I booked with American European Travel (hereafter AET)for my wife and I a 9-day tour of Turkey scheduled for April **-**, 2014. The price, including round trip airfare, was $2,766, of which I paid 30% ($830) on 6/**/13 and the remaining 70% ($1,936) on 2/*/14, as requested by AET. On 5/**/13, I paid $287 for trip insurance with a company I was referred to by American European Travel. Finally, I paid $40 for two Turkish visas good from April **, 2014, the promised start date of the tour. Several days before the April ** departure date, AET called me to say the trip was cancelled. They offered a one-day longer (at no extra charge) tour leaving April **, which my wife and I agreed to accept. But on April **, *** *** *** ****** of AET emailed me to say the tour departing April ** "has to be postponed", and offering a tour with the same destination leaving 11/*/14 or 11/**/14. Also on 4/** an AET representative (******) called my home to inform me of the postponement/cancellation and to say we could either rebook the tour (for one of the two November departure dates), or receive a refund including the tour cost, trip insurance policy purchased, and cost of our two visas. She asked that I email her associate *** *** ****** with our decision. The following day I sent an email note to *** ****** saying we were not interested in a November tour, and asking instead for the prompt refund of the $3,093 ($2,766 + $287 + $40) we had paid. I asked that she advise approximately then I might expect to receive the refund. An AET representative called me the next day to ask that I write *** ****** asking that my refund be credited through ****** (my preference) and forwarding documentation of my Travel Guard trip insurance policy ($287) and Turkish visas ($40). I wrote *** ****** that same day (April **) to that effect, with the requested scanned documents attached. AET emailed me on April **: "Thank you for your email. It was forwarded to our accounting department. They will work on processing the refund. It might take up to a few weeks until all clients receive the refund." I sent a followup email on May *, to which AET responded the same day saying "we must apologize again for the delay. Our accounting department is already working on all refunds. It might take 2-3 weeks until all refunds can be issued". I replied that "based upon your response, I will expect to receive my refund - via a ****** credit to my credit card - no later than Thursday, May **. On May **, I send "A reminder that I have not yet received my refund ($3,093), as detailed in my April ** note below. I am expecting/demanding that it be credited via my ****** account on or before Thursday, May ** as promised in your earlier notes." No refund having been received, I called AET's '800' number on June *, and received an email note from *** ****** "we are sorry to not have refunded the money for the cancelled trip yet...Unfortunately, we cannot yet give you any more exact details of the timing of the refund transfer..." I replied that this response "is totally unacceptable...I was assured by your email note of May * that 'it might take 2-3 weeks until all refunds can be issued'. Before I file a formal complaint with the New York Better Business Bureau, I am giving you one last chance to credit me via ****** with the $3,093 refund due me. Please advise immediately." I have had no communication from AET since June *, despite my sending one last followup email note on June *.

Desired Settlement: American European Travel wrote me on April ** that it could process my refund either by wire transfer to my bank, or 'a money transfer via ******'. As noted above, I responded on April ** requesting the refund be processed via my ****** account. Since I am reluctant to provide the bank account information AET said it needed ('name of the bank, SWIFT code, account number'), my preference was and remains that the refund be made via my ****** account.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by American European Travel, Inc. regarding complaint ID ********.

Sincerely,

***** *******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After AE travel cancelled a tour of Italy last November; I re-scheduled a tour in April *** This tour was cancelled due to a lack of response. They offered me a tour leaving on 4*** They were supposed to email me flight information 3 to 5 days before departure.I received nothing. When I called on 4-**, they stated the tour was cancelled due to a lack of response. I requested a refund on 4-**. I have received nothing. They requested a swiss code for my bank to facilitate the refund which I gave them in April.

Desired Settlement: I just want my money back

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by American European Travel regarding complaint ID ********.

Sincerely,

******* ********

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

6/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We paid a deposit of $830 to American European Travel (AET) by credit card on 5/**/13 for a Turkey tour advertised by the Washington Post and were scheduled to leave on April **, 2014. We paid the balance of $1,936 by credit card on 1/*/14. After reading a Feb. *, 2014 travel column in the Wash. Post re. AET having a history of cancelling trips, I called ******, a **********, (who also calls herself *** ******) at AET on 2/* who told me she would check with reservations and call me back on 2/*. She did not call me back so at 5:15 on 2/*, I called her and she assured me that our trip would not be cancelled and we would receive an email 7-10 days prior to 4/** with our flight information and tour details. On Monday, 3/**, I called ****** to get our flight information so we could apply for our tourist visa for Turkey and was stonewalled all week until I was informed by ****** on Friday, April *, that our trip was cancelled due to “the minimum no. of people required for the tour was not met”. Our booking # is *********. After numerous phone calls and emails, we were told by email on 4/**/14 that we could expect a full refund (in the amount of $2,766) to our Pay Pal account within 3 weeks. That deadline has passed and the most recent email response on 5/**/14 is a repeat of the excuses given in April. Here is AET's response: "Thank you for having called regarding the status of your refund. We are sorry to not have refunded the money for the cancelled trip yet. Our team is manually checking every single booking, the deposit, the final balance and (if applicable) extra charges such as single room supplement or equivalent. The process is a manual process and it is worked on case by case. We are kindly asking you for patience so all the necessary and applicable information can be checked to insure your refund will be issued with the correct amount. Please be assured that your cancellation and refund is worked on, if there is any information that we would need to receive in order to issue the refund correctly, we will be contacting you. Unfortunately, we cannot yet give you any more exact details of the timing of the refund transfer. Please direct all your inquiries regarding refund status directly to us via email: i********************. Your patience is appreciated; please take our sincerest apologies for the cancelled trip. We totally understand your disappointment and we also are aware that you really want to be served as fast as possible with the refund – the cancellation of your trip is a disappointment for us too, we would have much more liked to welcome you as one of our satisfied travelling customers." We have detailed documentation if needed.

Desired Settlement: Refund the full cost of the Turkey trip.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

5/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This agency cancelled the trip to Turkey and I have called them and written to them to provide me with an approximate date when I can expect my friend!s and my mine refund. They give me the run around and do not provide me with an appropriate response.

Desired Settlement: I want a full refund for the Turkey trip and the Turkey Visa$ 20.60 (times two) that was purchased for the trip.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

5/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Early 2013, A-E Travel advertised on LA Times with a colorful and attractive attachment offering a tour to Western Turkey for its readers. Trip cost was $1298 per person for a 9-day guided tour. I signed up six family members for this tour, three from LA, two from Federal Way, WA and one from London, Ontario, Canada. Tour was to begin on 11/*/13. With the sign-up, we paid 30% deposit on 2/** totaling $2,337 and the balance totaling $5,451 was charged via VISA on 8/*. The total payment was $7,788. On 11/*, two day prior to our tour departure, my wife and I were on our flight to LA to join the tour. As the plane was ready for take-off, I got a call informing us that the tour had been cancelled. We had absolutely no time to get off the plane, On the same day, I received an e-mail from A-E travel stating the same and promised refund all money paid for the trip. I sent in a request for refund on 11/**/2013, representing five in our group totaling $7725 which include all the extra trip costs and insurance. The family member from Canada filed a separate request for all the costs involved for him totaling $2,139. We submitted further information per request. We are very frustrated with A-E travel for its lack of communication and not promptly handling the refund.

Desired Settlement: The refund should include all the money we spent on the very poorly coordinated and unsuccessful tour. Besides money, it wasted a lot of our valuable time.

Consumer Response:

Better Business Bureau:

At this time, I have not been contacted by American European Travel, Inc. regarding complaint ID ********.

Sincerely,

**** * ***** ****

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company is a travel agency. On November **, 2013, we booked a one week, package guided tour with them for two for $3,376, including airfare, accommodations and transfers, visiting Italy and France, departing NYC on April **, 2014 and returning on May **, 2014. On April **, 2014, we were notified via email that the tour was canceled. We have not received a refund to our credit cards, despite repeated attempts to contact the agency. We were told that because they had "changed credit card processors" recently, that the only way to receive a refund was to provide international wire instructions to our checking account. We have provided that information but have not received a refund.

Desired Settlement: Full refund of cash/check or credit to our credit card accounts.

Business Response: Dear ** ***

I am **** from the accounting Team of American European Travel.
On behalf of American European Travel I would like firstly to apologize for any inconveniences that occur as a result of your cancelled trip. The cancellation of your trip is a disappointment for us too, we would have much more liked to welcome you as one of our satisfied travelling customers.
Regarding the status of your refund we would like to inform you as follows:
On April **, 2014 you issued a chargeback in the amount of $1,181,50 which we accepted immediately to rush the refund. Please be so kind as to issue another chargeback in the amount of $ 506.50 which would be the fastest way to get the remaining balance back.

** **** *** who was supposed to travel with you also issued two chargebacks in the total amount of $1,688 on April **, 2014 which we also accepted immediately to rush the things.

Please be aware of a certain waiting time before your credit card institute credits these amounts.

Once again we are very sorry for all the trouble.

Sincerely
**************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a tour package to visit ancient Turkey cities, through American European Travel (AET). This trip was advertised in a colorful flyer, stating that it was a special offer to the Washington Post readers. The flyer came inside an edition of the Washington Post newspaper, in June of 2013. The trip we signed up for was scheduled for April **, 2014, and was recently cancelled on Friday, April **, 2014. I was traveling with a friend from Charlotte, NC, who was coming to Wash. DC to join me on this trip. I provided AET with a deposit of $415 at the end of June 2013 and the balance of $968.00 was charged to my credit card on January 2014. I communicated with AET about giving us the flight information and hotels, once we payed for the entire trip, however, AET never provided us with the information. I had to request leave from my work, make all the necessary arrangements to be out of town and was very surprised of this last minute cancellation. AET has apologized however has not provided us with refund information. We have been requesting to have our money returned to us as soon as possible and all they do is apologize. In addition, I also payed $20 dollars for a visa to enter Turkey, which I will not use. This is false advertisement and AET has not delivered what it promised. We expect a full refund as soon as possible.

Desired Settlement: I want to receive a full refund of this trip, included the expense of having to pay for a visa to enter Turkey. American European Travel needs to honor its promises and respect its customers.

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

5/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We were scheduled to leave for Milan,Italy 6 days from now on April**, 2014, on Turkish Airlines. This wonderful trip to Northern Italy and Southern France was prominently advertised in the Los Angeles Times as a special offer for LA Time's readers. The itinerary and price seemed too good to be true, but we responded to what we thought was a once in a lifetime opportunity that included airfare on Turkish Airlines. On March**, 2014 my husband called this agency and was told our tickets would be mailed to us. When we did not see them, he called today and was told the vacation was cancelled because they did not have the 40 participants needed. We obviously were STUNNED, as anyone can imagine the happy anticipation and logistics involved in planning for a European holiday. Only today did we look at American European's rating with the Better Business Bureau. How we wish we had done this before! My husband and I both feel ashamed to have allowed ourselves to be caught up in such a rouse. While we were open to the idea of allowing them to schedule a trip for us later n the year, after reading about the similar experiences so many others have encountered, we just want our money back, IMMEDIATELY! What kind of an organization remains this uncommunicative with their clients? When were they going to let us know that the "dream trip" we had planned so carefully to go on was cancelled?!?! We have now surmised that it must not the LA Time's job to check the authenticity of those who pay them to advertise their products. We will, however, let them know what happened to us, and hopefully others will not be as gullible as we were to fall for an improbable "deal."

Desired Settlement: We need our money back immediately. They have had $4,266,00 of our money in their possession since November. My husband is retired and I am a hard working educator, we need to watch our pennies!

Business Response: Dear *** ******

I am **** from the accounting team of American European Travel.
On behalf of the team of American European Travel I would like firstly to apologize for any inconveniences that occur as a result of your cancelled trip. The cancellation of your trip is a disappointment for us too, we would have much more liked to welcome you as one of our satisfied travelling customers.
Regarding the status of your refund I would like to inform you as follows:
On May*, 2014 you issued two chargebacks in the total amount of $4,266 which represents the total trip costs. We accepted the chargebacks immediately to rush the refund. Please be aware of a certain dispute time before your credit card institute credits these amounts.

Once again we are very sorry for all the trouble.

Sincerely,

**** ********** ********** ******** ******** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I believe that this response occurred ONLY because our credit card company intervened on our behalf disputing charges made to our account for unsatisfactory delivery of service.  At no time did we EVER receive communication by email or phone from American European Travel regarding the cancellation of our trip or instructions as to how to get a refund.  This happened twice: when the April**** trip was cancelled and my husband was told only after calling the company 6 days before our departure and again on an April****  opportunity to travel to Milan (we agreed to participate in the same trip offered ten days later).  For the April **** trip, we emailed several times inquiring as to the trip's status.  We never received a response. Three days before the scheduled trip, my husband called and was told the trip was cancelled (again due to lack of participants) and we must not have been home the previous week when they called. We have voice mail and no message was received. They were apologetic and stated we would receive an email  regarding the cancellation and instructions on how to get a refund.  This email never came to us.  Again, when our credit card company heard the story, they successfully intervened on our behalf.  Our disappointment in having had a trip we planned for cancelled, does not compare with our disgust with how this company chooses to deceive its customers.
 
Sincerely,

***** ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I booked a trip to Europe with American European Travel. We were due to leave on April ****. They notified us on April **** less than one week before travel, that our trip was cancelled. I had spoken to them that morning to ask about our travel documents and vouchers, and they informed me that they were on their way. That evening they informed us that the trip was cancelled. My husband and I had paid well in advance of the trip and secured our vacations time. American European Travel offered us alternate travel times, but at the late date we were informed of cancellation, we could not change our vacation times. The representatives I spoke to could not put me in touch with any supervisor in the U.S. Their timing in informing us was heartless and certainly poor business ethics.

Desired Settlement: I would like immediate refund. We are schedules to vacation April ****. Surely American European Travel can refund our money in a timely way.

Business Response: Dear *** *********

I am **** from the accounting team of American European Travel Inc.

Regarding your refund I would like to inform you as follows:

You issued a chargeback in the amount of $2,363 which we accepted immediately in order to rush the refund process. After a certain dispute time your credit Card will be credited with this amount.
The remaining Balance will be paid on April **, 2014 as guaranteed by our Management. You have exchanged e-mails with ** ***** regarding this matter.

Once again we do apologize for all the Trouble we caused and do thank you for your Patience.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: on feb. **, 2013, my friend and I booked a Turkey tour with American European travel at a cost of $998.00. On feb, **,2013-we were charged with a deposit of $398.50. on 9/**/2013. the remainder of $608.50 was charged to our credit cards. the tour was to begin on 11/**/2013 in Istanbul. on 10/**/13-i received an email from amer. eur. travel that the tour was cancelled,' because of software problems-could not handle the amount of tourists'-the same email promised a total refund. on 01/**/2014, I received the $608.50 part of the refund credited to my credit card. I have yet to receive the $389.50 in spite of numerous emails from American European travel that I would receive it 'soon'. I also was promised by email the refund for the $1308.00 cost of a flight home to Chicago--from Athens, Greece, where I was when I received the cancellation email. The plan was a flight from Athens to Istanbul on 11/**/2013 to pick up the Turkey tour-at a cost of $152.00-the refund of which has been denied by csa travel protection -'because it does not meet their cancellation criteria'. I have mailed numerous, numerous times to amer. European travel, have received numerous emails back, have faxed, emailed all info. the credit card co. cannot help me with the $389.50-because of the time lapse. so, I am out $1849.50 which is hard earned and saved money.please help me by interceding with American European travel. thank you so much. ****** ******.

Desired Settlement: I would like , at least the $389.50 credited to my credit card. I would like the flight home amt. of $1308.00 wire transferred to my checking account,the form of refund as requested by American European travel. it would be nice to receive the flight cost of $152.00 refunded to my credit card, -the cost of the Athens to Istanbul flight that I never took , because I had no tour to start in Istanbul.the ticket nos. -****** air-***********-Athens to London.London to ***********

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by american european travel regarding complaint ID *************.

Sincerely,

****** ******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

4/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Last February we (6 of us) booked a tour to Turkey from American European Travel departs Nov. *** returns Nov. ****, it was confirmed. Total prices were fully paid. Today I received a phone call from them and stated that the trip is cancelled, eight months after booking, two days before departure - 6 people's vacations were ruined. Beginning two weeks ago, we had been following up with them and requesting the traveling packages and E-tickets, and we had been told that they're having technical error in their booking system and will forward to us by Friday or on Monday. We were even told by ******* ******** on Nov. *, 2013 that aisle seats have reserved for us!!! They lied and dishonest. They should not be in business. Please help us to have a fair and quick settlement, compensation for our pains should be included. And most important is to let people know that this is not a trust Company.

Desired Settlement: Refund-Check

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Apologize for the late response, I was travelled to Hong Kong from Nov. **** to **** and just got back to US and now catching up with my emails (did not have computer with me in HK).  Please re-open this case. 

 

I was able to have my Credit Card Company (visa) to charge American European Travel back for the 70% ($3,634.00) of our payment to them, but unable to get the refund of the 30% ($1,558.00) down pay since it was from last February.  I had provided AET for my bank account information as requested on Nov.**, 2013, but now they 're asking for the bank's SWIFT Code.  I'll get the code from my bank on Monday and send to them.

 

At this time I think and would like to believe they're trying to buy times and delay our refund further.  Why didn't they ask this information from the beginning?  They're very tricky.

 

Please help me to speed up the refund process of $1,558.00.  Thank you.

 

Sincerely,

 

***** ***         

 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
***** ***  

Business Response:

Dear *** ***

 

My name is **** and I am from the accounting team of American European Travel Inc.

On behalf of our management, please accept our apologies again for the whole cancellation problem and most of all, about the patience that we asked from you.

We totally understand that we ruined not only your vacations but your friends’ vacations , too.

This whole situation has been very unacceptable for all of us at American European Travel because our customers are treated with respect and we want to serve them right.

Again, we are very sorry and would like to inform you that refunding of your trip costs has been processed as follows. You have already issued a chargeback in the amount of $1,817. We transferred the remainder of the trip costs including fees and compensation to your account on March **, 2014.

If you need a bank transfer statement please contact us directly.

 

We wish you all the best and if you would trust travelling with us in the future, we would be more than happy to help getting the best available deal that we can offer for you.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by American European Travel, Inc. regarding complaint ID ***.

I have been writing to them weekly about the refund of the 30% deposit in the amt. of $779.00, booking # ***that we paid to them February, 2013 and as of today I have not received the reimbursement.

Sincerely,

**********

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

4/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This trip was booked in January, paid-in-full in August, cancelled by American European Travel the DAY BEFORE departure. It has now been one month and American European Travel has STILL FAILED to issue a refund. They have been provided with banking routing numbers and swift numbers. I am a ** year old grandmother and I just want my money to be reapplied to my account. I paid with a debit card.

Desired Settlement: ALL monies returned to my checking account.

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by American European Travel, Inc. regarding complaint ID *******.

Sincerely,
******** ******

Business Response:

Dear *** ******

 

My name is **** and I am from the accounting team of American European Travel, Inc.

On behalf of our management, please accept our apologies again for the whole cancellation problem and most of all, about the patience that we asked from you.

I can understand how much trouble the problem must have caused and how sad and angry you must have been.

I have finally transferred today the refund to your account which includes the remaining balance of the trip costs of $299,50 (you already issued a chargeback of $698,50 which you should have received by now) and the travel insurance and bank fees.

Please contact us directly if you need a bank transfer statement.

 

We wish you all the best and if you would trust travelling with us in the future, we would be more than happy to help getting the best available deal that we can offer for you.

Consumer Response:

At this time, I have been contacted directly by American European Travel, Inc. regarding complaint ID *******, however my complaint has NOT been resolved because:

 They are checking into the reason I have not received the full refund.  They said they will let me know soon.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******** ******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

3/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On February **, 2013 I booked a 9 day Cultural tour of Turkey (November **, 2013 thru November **, 2013) for me and my husband. Just as a side note four other members of my family booked the same tour. In the advertisement, it stating that you will receive your e-tickets seven days prior to your department. I had called and email the company since November **, 2013 for my e-tickets. Each time they gave an excuse that it should be coming and that there was a computer error. On November ** 2013, I receive an email from American European that the tour was cancelled due overbooking. I check on line with turkish airlines on Nov. **, 2013 and there were still seats available for those dates of travel. I cannot believe that a company can operate like this. This company had people money all this time and now is chosing not to honor what they were selling.

Desired Settlement: I expect a full refund of the tour price, plus whatever the going interest rate is borrow money and monetary compensation of at least a few hundred dollars for all the stress that this company has put on me. Both me and my husband work and had schedule time off and now is unable to change it.

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I have provided American European Travel with my bank information and to this day, I still have not receive my refund.  It has been two weeks since the tour was cancelled, how long does it take to do a wire transfer for my refund.  The company is basically taking their sweet time with this matter.  BBB should give them a time limit as to long they have to return people's money.  I have heard and read on the internet they alot of people is complaining about this company for the same issue.  By just saying that they are working on it, is not acceptable.  They need to say specify when the refund will be made.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
*** ***  

Consumer Response:

At this time, I have been contacted directly by American European Travel, Inc. regarding complaint ID *******, however my complaint has NOT been resolved because:

The last email from American Europeran Travel was sent on Dec. **, 2013 stating that the company accounting department is close for the holidays.   They said when it reopens on Jan **, 2104 they will process my refund.  I have since than email them on Jan. **, 2014 and Feb. **, 2014 and have not gottan a response from them.  To this day, I am still waiting for a refund from them. 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*** ***

Business Response:

Regarding the above case number we would like to inform you that the customer, ********* from South Pasadena, CA received a full refund of the tour price including bank fees on February ***, 2014.

We hope that the matter can now be laid to rest.

 

Sincerely,

******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: American European Travel has had muliple fliers in the local papers for trips with very reasonable rates. In Jan 2013 I signed up and paid a deposit for a Nov * trip to Turkey. They say that you will get your air ticket 7 to 10 days before the flight date. There is no contact from the company in between except that they took the final payment in August. I called several months ago to get info on the flight itinery which they did give me a place to find this but also said some would email me the info. I did find some generic info and then I found the flight times through the airline site. The hotel info just sites the city, not a specific hotel. I never got a ticket 7 days before the departure date. I called and was told there is a computer problem and I would get the ticket 10/**. Each time I called this week, they promised I would get the tickets in a certain time frame. It never happened. When I asked to speak to a **********, the response was she was in a meeting. Yesterday I was told the tickets would be here this AM and call if I do not get them. I called and they was told I understand why you are upset and I will have someone call you immediately. No one called. I called this afternoon and was told an email went ou this AM. I said I did not get any email. She asked for my email address and said they had the wrong one (even though I had gotten a confirmation email in Jan). I said I am tired of the lies and then she said the trip was cancelled and I will have them send you the email. Besides the fact that this company has had my money for all this time, I have bought things specifically for the trip. It also has been a waste of time preparing for the trip, scheduling a pet sitter and preparing to get to an airport 1 hr away. The uncertainy of when I was actually leaving and whether the trip was reputable has been stressful. Added to this is the disappoinment that I will not get to see Turkey at this time. I want to write this to warn other people and support a previous complaint. I think that this company may not have the money to cover there obligations and let it go to the very end before letting us know. From the previous complaint, they did not have a hotel room one night.

Desired Settlement: I want a refund and interest for the time they have had use of my money.

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

After I got the cancellation notice on 10/**/13, the day before my Nov * trip, I did not hear anything from American European Travel.  I called over 1 week later to find out that the status of my refund.  I was told I should have gotten an email.  I did not and they said they would have one sent to me.  I got that email 11/**/13 saying they are processing the refunds one by one and I should get it by the end of this week.  I will not accept their response until I get my refund.

In order for the BBB to appropriately process your response, you MUST answer the question above.?

 

 

Sincerely,
**** *** *****

Consumer Response: Better Business Bureau:

At this time, I have not been contacted by American European Travel, Inc. regarding complaint ID *******.  I have called them several times and get useless info and false promises by a call center.  No one has contacted me.  I have filed a dispute with my credit card company now but do not know if they will be able to do anything at this late date.

Sincerely,

**** *** *****

Business Response:

Dear ******

 

My name is **** and I am from the accounting team of American European Travel Inc.

On behalf of our management, please accept our apologies again for the whole cancellation problem and most of all, about the patience that we asked from you.

We totally understand that you are angry for not having been able to see Turkey and for having wasted time preparing for the trip, having scheduled things and then having received a cancellation.

It has been a very unacceptable situation for all of us at American European Travel because we always treat our customers with respect and want to serve them right.  

Again, we are very sorry and regarding your refund we would like to inform you that the trip costs including fees and interest were transferred to your account on March ***, 2014.

If you need a bank transfer statement please contact us directly.

 

We wish you all the best and if you would trust travelling with us in the future, we would be more than happy to help getting the best available deal that we can offer for you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a tour though the ********** **** newspaper *************. This trip was booked with a required deposit in May and completely paid for July **, We were to receive the information about our trip 10 to 7 days out. The situation right now is that it is 10:00 AM, I am supposed to leave tomorrow NOV * and have not received ANY INFORMATION on the time of my flight. We are leaving out of JFK and I live in *******, Maryland. I need to make arrangements to get to NY. I did book a flight with AA but the time may not coincide with the non-issued tickets from the**** ******. I definitely want to be reimburse for the same day flight changes which i cannot make until i receive the ticket. If I can get a same day flight change it is $75. Since Wed. Oct. **, 2014 they stopped answering the phone. It is maddening to be in such a state of uncertainty. I read the other complaints listed for this trip and if we have to sleep on the bus instead of an hotel, I want a full refund due to the bait and switch situatio

Desired Settlement: I want to be compensated for the major time consuming experience I have been though to get my flight tickets. I have called everyday, called ******* airlines to see if I am manifested at least 6 times. I have called the ********** ****. I have emailed*************************. The minimal i expect is that the trip occurs as advertised. I have notified my CC company. And I am making a complaint with the ********** ****. The most we heard is that there was a technical difficulty at the 10 days out point, so there was plenty of time to clear things up. I told them my situation of having to get from Maryland to JFK several times and that I needed to know my flight.

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 I have not received any formal definite compensation or offer for the inconvenience of being canceled the day before departure. I am waiting to be contacted for the connecting flight on ******** ******** that I canceled when notified that the trip had been canceled. I sent the copy of the cancellation of the ******** ******** Flight as requested but as mentioned above no formal contact for reimbursement has been made to initiate the reimbusement, just that it was sent to the accounting office. 

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,

******** ******** 

Business Response:

Regarding the above case we would like to inform you that *** ******** from Waldorf, MD issued chargebacks to get her trip costs back and we refunded her the extra flight costs on January ***, 2014.

Again, we hope that the matter can now be laid to rest.

 

Sincerely,

****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/4/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Beginning in May 3013 and friend and I contracted for a tour to Turkey. When the time came to make the final payment, the situation there was precarious due to refugees from Syria and possible US airstrikes against Syria, so we asked to postpone the trip. The company countered with a trip to southern Italy and France, but at the last minute -- when WE contacted them for information -- we were informed the trip had been cancelled because of low subscription. They offered a trip in April, but that is not convenient for us, so we asked for a refund of the $3,066 we had paid. They said they had contacted their accounting department, but we heard nothing. In a follow-up phone call we were told it was being processed, but we have still heard nothing, and our emails to *** ****** have gone unanswered. I would like the money refunded to my credit card, from which it was taken, soonest.

Desired Settlement: Refund of our money to my credit card.

Business Response:

Dear *** ******

 

My name is **** and I am from the accounting team of American European Travel Inc.

On behalf of our management, please accept our apologies again for the whole cancellation problem and most of all, about the patience that we asked from you.

We would like to tell you today that the refund of $3,066 has been processed as follows. On Jan *, 2014 we refunded the hotel upgrade of $300. In the meantime you have issued two chargebacks that total $2,766 which are due on March **, 2014.

 

We are sorry that the trip we offered you in April was not convenient but If you would trust travelling with us in the future, we would be more than happy to help getting the best available deal that we can offer for you. Just contact us directly.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

********* ******



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We booked a trip with American European Travel in February of this year. 3 days before we were to travel, we found out that AET had cancelled our reservations with ******* *** (Direct Flight) They said they were going to put us on another airline with "a few" layovers. Then on 10/** they told us that the 11/*, 11/* and 11/* trips to Turkey were all cancelled. Since then they have also cancelled two trips to Italy. They said they would give us a full refund. My husband and I have received an e-mail from them asking if we wanted a full refund or a credit towards another trip. Others have received e-mails asking for their bank routing numbers to give them a refund. This company had no intentions of ever delivering what they offered in their flyer. I would never trust them to give them any routing numbers.Check out **** *********** - Look under American European Travel and you will find over 150 posts of folks complaining about their experience.

Desired Settlement: We booked our deposit of $599 on a Mastercard. The balance, $1397 was wired to the AET. We would like a complete refund on our Mastercard of $1996. Thank you for your help

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

We have not received a refund. Per their request - we sent them our Routing and Account Numbers as well as our banks' ***** Code.

This was done on 11/**/2013.

We will not let this go until we have received a full refund

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
******* ****  

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******* regarding American European Travel, Inc. has been resolved.

We received a full refund. The complaint is resolved but I would NEVER do business with this company again.


Sincerely,

******* ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I decided to book a trip to Istanbul, Turkey with American European Travel (AE Travel). We booked this trip in May, 2013 and paid one-third of the cost using a credit card. The remainder was paid through automatic deduction from our credit card ninety days prior to departure. When our e-tickets were not received in advance, as indicated in the literature from AE Travel, calls were initiated. These proved uninformative. We then used e-mail to seek an answer to the e-ticket dilemma. On November **, 2013 we received an e-mail that our flight was canceled due to "...unexpected software problems...". We were provided options of a full refund or re-booking the trip at a future date. We selected the refund option. We provided all of the banking information requested by AE Travel, including the SWIFT code in mid-November. AE Travel informed us that our request was transferred to the accounting department. Since providing the requested information, we have been in contact with AE Travel representatives on several occasions. The comments we receive are polite, apologetic and indicate their desire to assist us. They also indicate that the magnitude of the situation has exceeded their expectations. We appreciate the frustration that employees of AE Travel must be experiencing. However, we see no resolution to our dilemma in sight. As of today, we have not been refunded.

Desired Settlement: We request a full refund for the cost of the trip.

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ****regarding American European Travel, Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,

*********

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March **, 2013, I booked for my husband and myself a 9 day cultural tour to Italy with American European Travel. Booking number was ETUthree-seven-five-zero-two-c. I received a confirmation by e-mail from ******** ********, signed by *** ******. We paid a total of $2796 by credit card. E-tickets were promised 7 to 10 days before departure. I called to confirm this about 3 weeks prior to our scheduled Nov. *** departure and was told to expect them 7-10 days before departure. When the tickets did not arrive, I tried calling again several times on both their *** line and their regular office number. These calls were not answered and not returned. On Nov. *, we received a phone call telling us that the trip to Italy had been canceled , that we would receive our money back and would receive an e-mail the next day telling us how to proceed. When we did not receive an e-mail, I again called the toll free number. I was told again that an e-mail had been sent and when pressured the agent took my bank account number and bank routing number for a wire transfer to my account. He also told me that the company would pay for any trip insurance I had purchased if I sent proof of that to the e-mail address which I did promptly. As of this date we have received no money - so I called the toll free number again today and was given the same story. No e-mails, no phone calls, no satisfaction. I would appreciate your looking into this matter. It would seem to me that the Better Business Bureau should not give them a favorable rating.

Desired Settlement: I would like to receive a refund of $2796 paid for the trip and $221.30 paid for travel insurance. I also would like to see the Better Business Bureau examine more fully their business practices. Thank you **** ******

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Dispute Resolution Services:

 

I received a call from ***** today asking me to inform you in writing if I have NOT been reimbursed for our cancelled Nov. *, 2013 trip to Italy from American European Travel.   As of today, December **, 2013, NO MONEY HAS BEEN DEPOSITED IN OUR ACCOUNT.

 

When nothing had happened as promised, I e-mailed *** ****** (***********************) requesting a response as to why repayment had not been made.  I received and e-mail response from her on Dec. ****, stating that she would bring it up with accounting again and that as far as she knew payment tould be the next week (same old story.)

 

Thank you for your continued concern,

**** ******

Complaint #*******

********************  

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
**** ******

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

2/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Booked a travel package to Turkey way back, I think, between Feb & July 2013, found their ad enclosed in the LA Times. Paid full on Sept ** 2013 but was charged twice same thing with my sister whom I'm travelling with. They reimbursed us after complaining. Our trip is from Nov * - **. I received an e-mail from them on Oct ** saying that we will receive our e-ticket with flight and time schedule not until Nov * (2 days before our flight) due to technical error. Come Nov *, received an e-mail saying that they have to cancel our flight due to "unexpected software problems which caused overbooking situation". Could you imagine 2 days before our flight...I already filed for my leave at work and packed my stuff....I was emotionally and mentally all set for this trip....looking forward for this vacation. First of all, they should have everything set-up at least a month before the trip with complete flight information......they waited for the last minute until they send e-mail to everyone involved. This is very unprofessional.......it seems like we're dealing with a fraud in here. They probably used our funds first for something else. After calling them several times and asking to speak to their manager, I was told she is out of the country and that the staff cannot decide if the interest for my credit card, which I am demanding for reimbursement, will be reimbursed. This kind of business should be stop/closed before they continuously ripped off people.

Desired Settlement: I want the charges be refunded ASAP to my credit card including the interest charges in my card; a complimentary service for the inconvenience; and a phone call from the manager. I also want this company to be penalized for the way they run their business. It ruins people's vacation plans and time off in the office. Hope to hear from BBB the outcome as soon as possible. Thank you.

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:


 I'm glad that American European Travel offered to refund the amount but I want them also to return to refund the interest charged to my credit card.  Aside from this I want them to give compensation for the emotional and mental stress this has caused me. I know they where offering to give us a free stay in India but this is not the place where we had plan to go besides they want us to pay for our airfare what kind of compensation this is. They ruined our vacation plan. I was suppose to go with my family in the Philippines last August but didn't go because of the money I spent to pay for this Turkey vacation.  I'm asking for a better compensation for the frustrations, disappointment  and ruining my schedule this cancellation had brought. 

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
******** ******       

Business Response:

Dear customer

we understand the disappointment and are truly sorry about the inconvenience of a) the cancelled trip b) the refunding process that takes longer from what the expected timeframe of reimbursing you was. Please allow us to summarize the booking and cancellation details:

the booked trip was cancelled. A deposit was not charged to you as yout travel companion covered this for your booking.

Final balance was charged September **** and **** (by mistake a second time) 908.50$ - we have reimbursed 908,50$ October *** and the second charge of 908.50$ was reimbursed November **** through the credit card processing service. The credit should be as 100% with you as of this date.

We are sorry that the credit card refunding process takes that long and we understand that the internal process of communication to you as a customer should have been sooner.

Please allow us again to apologize for having cancelled the trip, it is the last thing a travel company wants to have happen - we are glad about having over 5,000 passengers transported this year very satisfied but we are very sorry for the cancellation that affected your vacation. We keep our promise and offer a free 5 night stay in India for you - we know that you have mentioned that this destination would not be of your choice - also, if you are willing to book again with us, we will insure you get the best discount and total price that is possible as a gesture of apologie.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

***** ****** *****  

 

 Per my sister, ********** ******* ***** haven't received her full reimbursement including the deposit we made in which I've been waiting for the share I gave.  It's been so many months already, we want this funds back ASAP. We paid the agency on time so we want them to response ASAP.  

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
******** ******  

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

2/17/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The tour never materialized. The plane tickets were cancelled the day before departure. We were told we would be issued new tickets but they never came.

Desired Settlement: Full refund plus compensation for pain and sufferings caused.

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Why are we not addressed of the reason the trip was cancelled?  What is the compensation in addition to the refund?  Why is all this information kept away from us?

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******* ****

BBB's Final Determination: Business failed to respond to the BBB to resolve or address the complaint issues.

2/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Service not deliver (see below) Charge amount $3,196.00 & $204.76 (misc.expenses)=$3400.76

Desired Settlement: SERVICE THEY PROMISE WAS NOT FULFILLED THEY JUST COLLECT THE FULL AMOUNT OF PAYMENT 6 MONTHS AGO AND THEY CANCELLED 2-3DAYS BEFORE the flight W/o VALID REASON & our money accumulates compounding interest we are client & lender at the same time.

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

They never return the money and extra charges we paid  and keep asking them their tel. Contact number but they never react on my email we only have a chance to spoke the call center people.
We are their client & lender to be exact.

The lady who communicate thru email only ********* ******.

My contact ####-###-####

Thank you.

****** *******

Sent from Yahoo Mail on Android

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
******* *******  

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******* regarding American European Travel, Inc. has been resolved.


Sincerely,

******* *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: American European Travel, Inc. cancelled trip 4 days before travel date to Turkey for Nov. *, 2013 supposedly 9 days cultural tour. AET promised to reimbursed total amount of trip for two $1996.00 plus $220.00 (travel insurance Travel Guard recommended by AET) within two weeks. Two weeks is up and got email from AET that I can not be reimbursed because of computer problem. Called credit card for charge dispute today.

Desired Settlement: My credit card will take care the $ 1996.00 charge for the trip/tour. Refund $220.00 because AET cancelled the trip. Travel Guard is not liable for trip cancelled by AET. American European Travel, Inc. should not be in business if they can not deliver. Cancelling trips days before departure and promising refund and waited after the two weeks to say it will not happen is a poor business practice. There were 5 trips cancelled Nov. *, *, *, * & * so probably 250 people involved.

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

American European Travel, Inc. sent me an email that to fully get the refund I have to provide them with my bank routing number so they can wire the refund or to charged back to my credit card.  I opted the charged back since I paid the trip with my credit card.  AET said that refunds will take two weeks.  At the end of two weeks, I got another email that they can NOT do the refund because of technical reason and was instructed to call my credit card.  I followed all AET's instruction.

AET response to my claim mentioning SWIFT code and ****** is new to me.  I can forward all AET's email correspondence to BBB office to back up my claim.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
******* *****  

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******* regarding American European Travel, Inc. has been resolved.


Sincerely,

******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/12/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a trip in June 2013 that was scheduled to depart November **, 2013. I paid a $505 deposit in June. In August I was notified that the Nov. ** trip was not being run and was offered the Nov. * trip, which I accepted. My credit card was charged for the remainder of the payment, $1178.00, in early September. On October **, just 4 days before departure, I received an email that the trip was canceled. I had never received my tickets and called several times before October **, only to be told each time that all was well and my ticket would come via email in time for the trip.

Desired Settlement: I want to receive a full refund for my deposit and second payment. I also think my international transaction fee of $11.78 should be refunded. I had no idea my money was going to a German address since the company is in NY.

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because I paid by credit card and expect to be refunded the same way. I get a different answer each time I call (money will be refunded by the end of next week, money will be refunded in the next 7-10 days, etc.). I have asked to speak with accounting and was told that they don't have a phone and I can't talk with them. This is no way to run a business and AET should be ashamed of themselves, canceling trips 1-3 days before scheduled departures and then holding our money while they figure out how to handle the refunds.  

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
**** *******  

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******* regarding American European Travel, Inc. has been resolved, although it was resolved because my credit card company reimbursed me.  I don't know whether the credit card company was reimbursed.


Sincerely,

**** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company's customer service booked the wrong travel program for me on phone, but now they are not willing to refund 551 USD.

Desired Settlement: I have to get 551USD back from the company eventually.

Business Response:

Dear *** **************

 

Thank you very much for your email.

We have been in touch with the client, *** ***** *** ******** and we explained to her in detail that the deposit is not refundable.

On Oct **** , *** ** booked online our

 9-DAY EXCLUSIVE TOUR:

VISITING HIGHLIGHTS OF ITALY AND THE FRENCH RIVIERA / CÔTE D‘AZUR, she used the promotion code *******, which her booking is based on.

*** ** received a phone call from our call center for verifying the data, the tour detail and payment method after this she received a booking confirmation via email.

On Dec *** she sent us a request for cancellation via email. She mentioned, that we booked the wrong program for her and requested a full refund.

AET did not book the wrong program, since ** ** personally entered the data including the promotion code “*******” into the online booking form.

Please see the flyer / brochure which is attached to this email. It was a special offer for readers of the New York Times.

On this flyer you will also find the tour program in short form. *** ** received this promotion flyer and she was aware about the tour and the tour program. Unfortunately we have to follow our cancellation policy and for this reason the deposit (which came due after the booking) is not refundable.

 

Please find the online booking form as follows:

Destination:

:

Italy - 9-day, cultural tour to the highlights of Italy

Your discount code:

:

*******

Your travel date:

:

April **, 2014

Culture Plus Packages:

:

4 star Hotel upgrade package:

:

Single room:

:

Title:

:

***

First name:

:

*****

Last name:

:

**

Street Address:

:

******* *********** *** **** ******* ***** ****** *** ****

Address addition:

:

******* ******

Postal code:

:

*****

City:

:

New York

State:

:

New York

Telephone:

:

###-###-####

E-Mail:

:

******************

Date of birth:

:

April *,1994

First name:

:

Last name:

:

Date of birth:

:

Trade terms:

:

I accept the trade terms!

 

I hope this information proves helpful.

 

Please let me know, if there is anything that I may help you with, please do not hesitate to contact me.

With kind regards

  ********* ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2014 Problems with Product/Service | Complaint Details Unavailable
1/31/2014 Problems with Product/Service | Complaint Details Unavailable
1/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: It is with deep regret, disappointment and anger that I am writing this letter. Our Turkey trip was cancelled by American European Travels (AET) at the last minute on November **, 2013. A total of 11 couples were taking this trip as a family reunion to Turkey. Our family flew from California, Florida and Texas spending a lot of money on their flights just to find out the trip was cancelled from New York and Washington, DC.AET sent us the email below informing us they will refund us the money and it is December **, more than 7 weeks no one in our group has received the promised refund. **** *** ****** from American European Travels (AET) sent us an email on October **cancelling our trip to Turkey. We were supposed to fly later that evening! And, AET kept assuring us all the time that everything will be on schedule and we will be leaving Washington DC as planned. She suggested that we have two options:a) cancellation American European Travel will refund all money paid for the trips!b) Rebooking at future date with high priority for a seat at the chosen tour A circumstance like this is happening for the first time and we are truly sorry to cause this inconvenience to everyone involved. Customers satisfaction is utmost important to us and we hope that the decision made is better to be understood than causing a total inconvenient trip for passengers November **to **. Please accept the companies full apology and refund offer or accept the rebooking for a later trip. With kind regards, Ala GermanTravel MarketingAmerican European Travel, Inc. ** ***** *** *** ***** ** ***** ***** ***** *** ******** ***** *** **** ********************

Desired Settlement: We got the trip money from our credit card company. we are requesting the money we paid $160.00 for the Travel insurance. We have provided AET with our Bank information for the refund.Thanks,Mrs. Gayathri PrabhakarPS: We would like AET to refund the money to all the couples (11) from our group.

Business Response:

With reference to:

*******

 

Dear ***********

 

We understand the disappointment and are truly sorry about the inconvenience of a) the cancelled trip b) the refunding process that takes longer from what the expected timeframe of reimbursing you was. Please allow us to summarize the booking and cancellation details:

Your booked trip was cancelled due to software issues causing an overbooking situation.

We got notification that you have initiated a charge back for the amount of $1397.

We have initiated a wire transfer ($758,70) to reimburse all of the paid deposit and  also the fee for the insurance ($159,70) on December ***.

We are sorry that the refunding process takes that long and we understand that the internal process of communication to you as a customer should have been sooner.

Please allow us again to apologize for having cancelled the trip, it is the last thing a travel company wants to have happen - we are glad about having over 5,000 passengers transported in 2013. We are offering you a 5 night stay in a wonderful resort in India as gesture of apology, also the best available rate for a trip you would book with us, please note - ever since the trip cancellation, all other trips are and have been operated as advertised

 

 

 

 

Please do not hesitate to contact us if you require further information.

 

With kind regards

***********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ****, and find that this resolution is satisfactory to me and the matter has been resolved. However, the amount I received from AET is $733.70 on December **. I am not sure how the calculation was made to get this amount.

As far as the the 5 day stay in India, is there a time limit for this? We are not going to India this year. Instead of the 5 night stay in India I wish they gave us a 5 night stay in US.

Sincerely,

**********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/27/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: This American European Travel run ads through LA Times. In last March I called and booked a 9 day Italy tour trip for November ***, 2013 for my wife and I. They request us to pay 30% of the total fee last March and the rest before September 2013. We did so and paid them total $3196 in time. I paid them with my credit cards. They charged my American Express card 959 dollars on March *** and they charged my ***** card **** dollars on August ****. Then after we made all the arrangement, we got no information till November ***, on which date they sent us an email and told us the trip was cancelled. The reason was some kind of their computer error. In that mail they also told me I can reschedule the trip for a future date or they would refund me the money I had paid. I wrote back the same day, told them they messed me up badly and I could not reschedule the trip for a future date and I want my money back asap. The next day they asked for my account number and routing number. I was wondering why they would not credit my card back. I gave them my bank acct number and routing number anyway. A few days passed the money was not there. I called and wrote another mail, they told me they would do it next days. then after a few days I emailed them again and got the same answer. I wrote them that it only take a few minutes to wire the money to my acct or credit back to my card, why it took so long. I called today again, there is no definite answer or date either. I don't know what is going on. Since November *** they told me the trip was cancelled, 16 days has passed. They still hold the money we paid months ago. I got frustrated for this kind of service. I think they knew what they are doing. They are not serious and my feeling is I got cheated, also A lot of time has been wasted to deal with them. I hope this kind of practice can be stopped so no one would have the trouble like this again.

Desired Settlement: I paid them with my credit cards. They charged my American Express card 959 dollars on March *** and they charged my ***** card 2237 dollars on August ****. I want my 3196 dollars back, And I want 800 dollars extra as the compensation for: 1, the mess up they caused to my life 2, all the time wasted to deal with this issue 3, the credit card interest cost for all these months e, the wire transfer cost from my bank to me when they wire the money back to my bank acct. Stop them to run Ads through LA Times

Business Response:

Dear customer

we understand the disappointment and are truly sorry about the inconvenience of a) the cancelled trip b) the refunding process that takes longer from what the expected timeframe of reimbursing you was. Please allow us to summarize the booking and cancellation details:

the booked trip was cancelled. A deposit however was paid in March 2013 - 959$ charged to your credit card.(American Express)

We got notification that you have initiated a charge back - the value is 959$ and the dispute time ended December *** 2013 - we accepted the chargeback and the money should be your credit through your bank from that date - if you kindly check the statement of your bank. If required, we can provide a bank statement that shows the debit from our account to you.

Final balance was paid in August using credit card - value 2232$ and the chargeback in this amount was initiated for the total amount,  the dispute time ends January *** 2014 - we have accepted the chargeback to motivate your bank to "free" this amount for you immediately- they might keep it aside until the dispute time ends. Some banks pay out the money right away, some banks keep it until the dispute time ends, we unfortunately cannot influence the rules of the credit card bank that issued your cards, however there are receipts that show that our account was charged with both of those amounts.

We are sorry that the credit card refunding process takes that long and we understand that the internal process of communication to you as a customer should have been sooner.

Please allow us again to apologize for having cancelled the trip, it is the last thing a travel company wants to have happen - we are glad about having over 5,000 passengers transported in 2013. We are offering you a 5 night stay in a wonderful resort in India as gesture of apology, also the best available rate for a trip you would book with us, please note - ever since the trip cancellation, all other trips are and have been operated as advertised.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 I got back what I paid to AET because my credit card company did the adjustment and that took a long time.  AET has never done what they promised to do, that is to return the money I paid in March 2013 back to my account.  My canceled trip should start 11/**/2013. Starting November *** 2013 they sent me a few different requests, like asking for my bank account number, asking for routing number,  then after a few weeks asked for my bank swift number, for which a few weeks passed by then nothing happened. I promptly responded to all these requests because that is a large sum of the money over 3k.    The frustration made me to contact my credit card company.  I am sure I would not get any thing back now if I haven't disputed with my credit card company and complained to BBB, but keep hearing new requests and sorry...  

I still don't understand why they would not credit my card back after they kept my money since March.    As for another travel deal offer, I got one from them already last March.  That is enough.

They failed to inform me that the trip was cancelled. Nearing the intended date of departure, (a few days before the trip) I had to take the initiative to contact them, frustrated with lack of communication. As a travel agency. is it not their responsibility to inform their customers whether or not they will even attend a trip for which they expected to take months before? That is outrageous. 

They did not explain why it took them a few months to process a cancelled trip while holding other people's money.  I requested a compensation in the complain.  I did not get the answer for that either.  

Thank you for all your help.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
**** ****  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/13/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I am one of the 8 member family of **** ******* and ******* ****** trying for a month now to get the money refunded due us for the cancelled November ***, 2013 Turkey Trip that was cancelled just 4 days before departure. Numerous e-mails, bank acounts provided, promises from AE Travel and we still have not seen 1 cent of our money back. We are now forced to follow any outlet of publicity and business complaint departments to let others know how deceitful and dishonest this company is.

Desired Settlement: TO GET OUR MONEY BACK THAT THEY HAVE HAD FOR MONTHS AND TO NEVER DEAL WITH AE-TRAVEL AGAIN.

Business Response:

Dear **** *******

we understand the disappointment and are truly sorry about the inconvenience of a) the cancelled trip b) the refunding process that takes longer from what the expected timeframe of reimbursing you was. Please allow us to summarize the booking and cancellation details - you have been in correspondance with our CEO and most / all of the reimbursement issues are solved now.

Your booked trip was cancelled due to software issues causing an overbooking situation. A deposit however was paid in January 2013 -  charged to your credit card.

We got notification that you have initiated a charge back - the value is and the dispute time ended  - we accepted the chargeback and the money should be your credit through your bank immediately - we have provided the statement to you at earlier point.

Final balance was paid in August using credit card -  and the chargeback in the total amount was initiated ,  the dispute time ended  - we have accepted the chargeback to motivate your bank to "free" this amount for you immediately- they might keep it aside until the dispute time ends. Some banks pay out the money right away, some banks keep it until the dispute time ends, we unfortunately cannot influence the rules of the credit card bank that issued your cards, however there are receipts that show that our account was charged with both of those amounts.

We have sent with a wire transfer remaining refund for additonal expenses that you have requested January 3rd 2014. Connecting flights, also wire fees have been covered - the credit should be with you within 2-3 working days! Our CEO has sent a receipt for this transaction.

We are sorry that the credit card refunding process takes that long and we understand that the internal process of communication to you as a customer should have been sooner.

Please allow us again to apologize for having cancelled the trip, it is the last thing a travel company wants to have happen - we are glad about having over 5,000 passengers transported in 2013. We are offering you a 5 night stay in a wonderful resort in India as gesture of apology, also the best available rate for a trip you would book with us, please note - ever since the trip cancellation, all other trips are and have been operated as advertised.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: In Feb 2013 I paid a deposit on my credit card to this company for a 9 day land tour to Turkey. In July I paid the balance due, also on my credit card, and was told I was confirmed on the tour. The tour was supposed to leave Los Angeles, CA on Nov ***, 2013. But on Nov ***, 2013 I was called and was informed that the trip had been cancelled because of computer problems. At that time I was told I would be reinbursed for any other additional expenses this cancellation had caused me. On Nov *** I was sent an email telling me I would get a full refund on the trip or I could use the money for another trip with their company. I informed them that I wanted a full refund and wanted it applied to the same credit card I had used to pay them. Their response was they could not issue me a credit card refund but instead I had to file for a chargeback with my credit card company or give them my banking routing numbers etc. I of course refused to give them my banking information because I no longer trust this company and did not want to give them access to that so I filled for a dispute/chargeback from my credit card company. This situation has become more complicated, time consuming and has caused a lot of unnecessary stress and headache because the orginal down payment was made over 120 days ago and I have had to write a formal letter and provide my credit card company proof of all this situation and now have to wait up to 30 days to see if AET is going to honor the chargeback. I emailed AET and told them my situation but they just sent back a form letter more or less saying too bad. Then on Nov *** I sent them copies of the purchase receipts for the Turkish money I had bought for the trip and copies of when I sold it back. I had lost almost $100 on that transaction and when they had called me on Nov *** they had told me they would reinburse for that loss. When they got that information they told me I had to file a chargeback with my credit card company even though I did not use my credit card for that purchase. They obviously are not actually reading our letters and emails and are now just sending out form letters that do not even pertain to the situation we are referring to. I am now really worried that this company is trying to cheat us all out of our money and has no intentions of refunding our money.

Desired Settlement: I want the $1298 I paid on my credit card refunded on that card ASAP and want a check ASAP for the money I lost on purchasing the Turkish money. I also think this companies BBB rating needs to be dropped to the lowest possible rating/number because they are proving they are not concerned about their customers and play too many games. A reputible company would have refunded the money no questions asked.

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resoTo datelved because:


To date they still have not reimbursed me and when I emailed them last week for an update they did reply.  Ok they may have proven that they had to cancel this trip but their handling of the refunds is totally unprofessional. They already had all the information on who gets a refund, what credit they used and everything else they needed. If they needed the credit card numbers again they could have just asked for that. To expect us to give them our banking numbers does not make sense. Nor does getting a refund via ******.  On ****** we then have to spend the money again and do not actually get the money.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
***** ******  

Business Response:

Dear customer

we understand the disappointment and are truly sorry about the inconvenience of a) the cancelled trip b) the refunding process that takes longer from what the expected timeframe of reimbursing you was. Please allow us to summarize the booking and cancellation details:

the booked trip was cancelled. A deposit however was paid in February 2013 -779$ charged to your credit card.

We got notification that you have initiated a charge back - the value is 779$ and the dispute time ends January **** 2014 - we accepted the chargeback and the money should be your credit through your bank from that date - if you kindly check the statement of your bank. If required, we can provide a bank statement that shows the debit from our account to you. Please note: some banks keep the money until the dispute time is over, AET has no influence on the handling of the bank that issued your credit card.

Final balance was paid in August using credit card - value 908.50$. We have credited back 389.50$ August *** 2013 , remaining 519$ are handled throug your chargeback and the dispute time announced to us is January **** 2014 as well- we have accepted the chargeback to motivate your bank to "free" this amount for you immediately- they might keep it aside until the dispute time ends. Some banks pay out the money right away, some banks keep it until the dispute time ends, we unfortunately cannot influence the rules of the credit card bank that issued your cards, however there are receipts that show that our account was charged with both of those amounts.

We are sorry that the credit card refunding process takes that long and we understand that the internal process of communication to you as a customer should have been sooner. As additional information and to clarify our offer to accept ****** as reimbursement option: if we are sending money through ****** you do not need to spend it with ****** - you can choose to either see the money as credit on bank account or through your credit card, please refer to

-          *******************************************************

 

Please allow us again to apologize for having cancelled the trip, it is the last thing a travel company wants to have happen - we are glad about having over 5,000 passengers transported in 2013. We are offering you a 5 night stay in a wonderful resort in India as gesture of apology, also the best available rate for a trip you would book with us, please note - ever since the trip cancellation, all other trips are and have been operated as advertised.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/10/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought 2 trips to Turkey from this company. 30% paid back in February using my American Express and the remaining 70% via my wife's Discover card in August because they stopped using AmEx. It was the Nov *** trip from LAX. On Nov * they notified me that the trip was cancelled. And i have been trying to get my money back. Every time they ask for a little more information so they could forward my refund next week but never happened. Week after week. The last was on Nov **** with the SWIFT code of my bank account so they can wire me the refund and was going to the 3-5 working days. Time has past. I called, they assured me on the phone that was going to the by the end of this month (November). Them this morning they said that no more refunds until next week. Another postponement.

Desired Settlement: Immediate refund of my money as promised many times not next week and next week again. Stop the practice of promising refund next week then breaking it again and again. Stop advertising products that they can not or intent to deliver.

Business Response:

Dear customer

we understand the disappointment and are truly sorry about the inconvenience of a) the cancelled trip b) the refunding process that takes longer from what the expected timeframe of reimbursing you was. Please allow us to summarize the booking and cancellation details:

the booked trip was cancelled. A deposit however was paid in February 2013 -779$ charged to your credit card.(American Express)

We got notification that you have initiated a charge back - the value is 779$ and the dispute time ends January *** 2014 - we accepted the chargeback and the money should be your credit through your bank from that date - if you kindly check the statement of your bank. If required, we can provide a bank statement that shows the debit from our account to you.

Final balance was paid in August using credit card - value 1817$ and the chargeback in this amount was initiated for the total amount,  the dispute time ends January **** 2014 - we have accepted the chargeback to motivate your bank to "free" this amount for you immediately- they might keep it aside until the dispute time ends. Some banks pay out the money right away, some banks keep it until the dispute time ends, we unfortunately cannot influence the rules of the credit card bank that issued your cards, however there are receipts that show that our account was charged with both of those amounts.

We are sorry that the credit card refunding process takes that long and we understand that the internal process of communication to you as a customer should have been sooner.

Please allow us again to apologize for having cancelled the trip, it is the last thing a travel company wants to have happen - we are glad about having over 5,000 passengers transported in 2013. We are offering you a 5 night stay in a wonderful resort in India as gesture of apology, also the best available rate for a trip you would book with us, please note - ever since the trip cancellation, all other trips are and have been operated as advertised.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife, daughter, and myself booked a trip to Turkey scheduled for 11/** to 11/** of 2013. We made our reservation and paid a $1,168.50 deposit on 02/**/2013. We paid the remaining balance of $2,725.50 on 07/**/2013. American European Travel (AET) canceled our trip on 11/**/2013, just four days before scheduled departure. Their explanation for the cancellation was: "We have experienced some unexpected software problems and those caused an overbooking situation with our preferred airline." At the time of cancellation, AET promised a full refund within one week. They promised to refund the $3,894.00 we paid for the tour itself, plus $261.00 we paid to another company for Travel Insurance that was now useless, plus $47.84 we lost in the currency exchange of US Dollars to Turkish Lira, plus the $10.00 the bank will charge for the wire transfer. In spite of numerous phone calls and emails between ourselves and AET, as of 11/**/2013 we have not received any refund. In spite of the fact that we have provided AET with complete bank information (account number, routing number, SWIFT code), they have repeatedly asked us for these details, yet to date we have received no refund. The latest request from AET for this information was made just today. AET claims they are working to refund our money, yet the only action on their part is to keep asking for our bank info -- which we keep providing to them. We have communicated with all of the following people at AET: *** ******** ********* ******* ****** ********* ***** ******. In addition we spoke to customer service reps by phone: ****** ******, and *** (last name unknown). So far all we are getting is a runaround. No one at AET has taken any action to provide us with a refund.

Desired Settlement: We would like American European Travel to refund the full amount of $4,212.84 which is comprised of the following: $1,168.50 Deposit, $2,725.50 Balance, $261.00 Travel Insurance, $47.84 Currency Exchange Fees, and $10.00 Wire Transfer Fee. This refund can be mailed to us as a paper check, or deposited in our bank account according to the instructions we have given to them several times over.

Business Response:

Dear *** ******

we understand the disappointment and are truly sorry about the inconvenience of a) the cancelled trip b) the refunding process that takes longer from what the expected timeframe of reimbursing you was. Please allow us to summarize the booking and cancellation details:

Your booked trip was cancelled due to a software issue that caused an overbooking situation. A deposit however was paid - charged to your credit card. (Amex) 779$

for passengers ****** *****, ******* ******** and also a deposit for ******* ****: 389.50 $

Final balance was paid in July using credit card (Master card)- value for each passenger 908.50$ which totals to 2725.50 $

We have initiated a wire transfer to reimburse all of the paid deposit, final balance, also the fee for the insurance ($261), exchange fees $47.48 and wire fee $35. The total value of the transfer is $4,237.48 and the credit will be visible within 2-3 working days from now.

We are sorry that the refunding process takes that long and we understand that the internal process of communication to you as a customer should have been sooner.

Please allow us again to apologize for having cancelled the trip, it is the last thing a travel company wants to have happen - we are glad about having over 5,000 passengers transported in 2013. We are offering you a 5 night stay in a wonderful resort in India as gesture of apology, also the best available rate for a trip you would book with us, please note - ever since the trip cancellation, all other trips are and have been operated as advertised.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
***** ******  

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Last April, 2013 we received a letter in the mail stating that we were being offered a great deal on a trip to Turkey because we subscribed to Chicago Magazine. The trip included airfare, hotels and transportation to ancient Greco Roman ruins, starting in Istanbul and traveling down the western coast of the Aegean sea to Antalya and then flying back to Chicago. The cost was $998 per person, $1996 for the two of us. We paid 30% last April and the remaining 70% was taken from our Visa credit card 90 days later. Back in April we received our itinerary and our conformation number. We were told that we would receive our airline eTickets 7 to 10 days prior to the trip. We were supposed to leave for Istanbul on November *, 2013. We did not receive our airline eTickets. I began phoning to inquire about this a week before the departure date and I phoned each day until the day before the scheduled departure date. Each day the staff would state that we would receive our tickets the following day. Each day we did not receive our tickets. On October **, 2014 when I again phoned the company, we were told that the trip for the next day was canceled due to a software issue. In the past day I have been reading a number of posts from others regarding this trip. A lot of people have been affected. One post indicated that although there is an office in New York at the ****** ******** ******* ** ********, that the marketing office is in the Philippines. On the morning of October **** when I spoke with a gentleman in the New York office, he mentioned that the CEO of American European Travel is in Germany. We changed our schedules for this trip. I am a **** ****** ****** in Chicago and I turned down business (potential earnings) for this trip. We purchased items specific to going on this trip. This sham of a functional company canceled our trip the day before departure.

Desired Settlement: They have had our money for a long time and they should return our money immediately and with interest. In a fair world we would also be paid for damages regarding loss of work, items purchased specific to this trip and emotional distress.

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with the preferred credit card.
Every customer who's trip was cancelled has our confirmation of full refund and also is invited for a 5 night stay for free in India - if the customer chooses to book with us in the future, we will grant the best discount available.

Business Response:

Dear *** *********

we understand the disappointment and are truly sorry about the inconvenience of a) the cancelled trip b) the refunding process that takes longer from what the expected timeframe of reimbursing you was. Please allow us to summarize the booking and cancellation details:

the booked trip was cancelled. A deposit however was paid in April 2013 - 599$ charged to your credit card.

We got notification that you have initiated a charge back - the value is 599$ and the dispute time ended December **** - we accepted the chargeback and the money should be your credit through your bank from that date - if you kindly check the statement of your bank. If required, we can provide a bank statement that shows the debit from our account to you.

Final balance was paid in August using credit card - value 1397$ and the chargeback in this amount was initiated for the total amount,  the dispute time ended December **** - we have accepted the chargeback to motivate your bank to "free" this amount for you immediately- they might keep it aside until the dispute time ends. Some banks pay out the money right away, some banks keep it until the dispute time ends, we unfortunately can not influence the rules of the credit card bank that issued your cards, however there are receipts that show that our account was charged with both of those amounts.

We are sorry that the credit card refunding process takes that long and we understand that the internal process of communication to you as a customer should have been sooner.

Please allow us again to apologize for having cancelled the trip, it is the last thing a travel company wants to have happen - we are glad about having over 5,000 passengers transported in 2013. We are offering you a 5 night stay in a wonderful resort in India as gesture of apology, also the best availabel rate for a trip you would book with us, please note - ever since the trip cancellation, all other trips are and have been operated as advertised.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
***** *********

Dear ***** *******,

 

Thank you for your correspondence in regards to American European Travel and our canceled trip.  Yes, our money was reimbursed back to our credit card.  This company did that after they asked several times for our bank account number and the bank tracking number.  Of course, we did not give them this information.  We planned this November *** trip since the previous April.  We have discovered that many people in Pennsylvania, New York, Washington D.C., Puerto Rico, Chicago, Texas, L.A. and San Francisco had also planned one of these trips that were canceled.  Returning the money that we paid was appropriate, however I canceled appointments and didn't take business in preparation for this trip.  This trip cancellation cost us and many other people much more than the cost of this trip.  

 

This company has proven to be greatly irresponsible with many people's lives and that this company remains in business is an absurd joke.  In Chicago, we who have been affected, have made sure that the flawed American European Travel has been realistically described in the The Chicago Tribune.  That this company is allowed to remain viable is a travesty!

 

Best Regards,

 

***** *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/30/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Booked trip to Italy with my sister for Nov.*2013 to Italy. American European travel cancelled trip due to over-booking from their end. Have called twice already & keep getting the "run-around". Always an excuse: either too busy or the travel agency has to review each case individually but we're always promised we will get our money back. All attempts to get money back have failed.

Desired Settlement: We want our money back.

Business Response:

Dear customer

we understand the disappointment and are truly sorry about the inconvenience of a) the cancelled trip b) the refunding process that takes longer from what the expected timeframe of reimbursing you was. Please allow us to summarize the booking and cancellation details:

the booked trip was cancelled. A deposit however was paid in March - 839$ charged to American Express card.

We got notification from American Express that you have initiated a charge back - the value is 839$ and the dispute time ends December **** - we accepted the chargeback and the money should be your credit through your bank from December **** - if you kindly check the statement of your bank. If required, we can provide a bank statement that shows the debit from our account to you.

Final balance was paid in August using a Visa card value 1857$ and the chargeback in this amount was initiated Dember *** the dispute time ends January **** 2014 - we have accepted the chargeback to motivate your bank to "free" this amount for you - they might keep it aside until the dispute time ends. Some banks pay out the money right away, some banks keep it until the dispute time ends, we unfortunately can not influence the rules of the credit card bank that issued your cards, however there are receipts that show that our account was charged with both of those amounts in November.

We are sorry that the credit card refunding process takes that long and we understand that the internal process of communication to you as a customer should have been sooner.

Please allow us again to apologize for having cancelled the trip, it is the last thing a travel company wants to have happen - we are glad about having over 5,000 passengers transported this year very satisfied but we are very sorry for the cancellation that affected your vacation.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a tour to Turkey with American European Travel on March 1013 and schedule to leave on Nov. ***. I was told the travel documents will be reached me in 7 to 10 days before my departure. I called every day to ask and was told I should get it the next day. Finally I got an e-mail on Oct. ** saying my trip was cancelled. This company is very irresponsible and should be taken out from BBB accredited business list.

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

We are waiting for this customers message about the preferred way of reimbursement. A second message was sent now in order to remind that we cannot reimburse money without a confirmation of details.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I don't see any reasons that the company is unable to refund via my credit card.  Since this company is not trust worthy I already filed dispute through my credit card company.  30% through ******** ******* and 70% through **** (******* ***).  I don't consider my complaint is resolved until I get all my money back through the charge dispute process.  The company also didn't mention how they will compensate my vacation loss that I indicated in my last complaint.  **** *** ** *** ************* ***** **** ******* *** ****** **** *******

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
***** ***

Business Response:

Dear customer

we understand the disappointment and are truly sorry about the inconvenience of a) the cancelled trip b) the refunding process that takes longer from what the expected timeframe of reimbursing you was. Please allow us to summarize the booking and cancellation details:

the booked trip to Turkey was cancelled. A deposit however was paid in March - 599$ charged to ******** ******* card.

We got notification from ******** ******* that you have initiated a charge back - the value is 599$ and the dispute time ended December **** - we accepted the chargeback and the money should be your credit through your bank since December **** - if you kindly check the statement of your bank. If required, we can provide a bank statement that shows the debit from our account to you.

Final balance was paid in August using a **** card value 1397$ and the chargeback in this amount was initiated November **** the dispute time ends December **** - we have accepted the chargeback to motivate your bank to "free" this amount for you - they might keep it aside until the dispute time ends. Some banks pay out the money right away, some banks keep it until the dispute time ends, we unfortunately can not influence the rules of the credit card bank that issued your cards, however there are receipts that show that our account was charged with both of those amounts in November.

We are sorry that the credit card refunding process takes that long and we understand that the internal process of communication to you as a customer should have been sooner.

Please allow us again to apologize for having cancelled the trip, it is the last thing a travel company wants to have happen - we are glad about having over 5,000 passengers transported this year very satisfied but we are very sorry for the cancellation that affected your vacation.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am seeking full reimbursement for a cancelled tour. The company cancelled and won't reimburse me. I purchased a European tour from this company earlier this year. In September, I was notified the tour was cancelled due to lack of clients. an alternative date was offered, I was not able to accept, due to my work schedule. also, my plane fare to the departure destination is non-refundable. I was promised a full refund on my Visa in 3 days, 1 month later, no refund. After many phone calls & emails, I have been promised a refund next week, next week, and nothing. They cannot credit my Visa, and asked for a checking account number, which I provided. Still no refund. Help!

Desired Settlement: I am seeking just a refund of 1883.00 immediately.

Consumer Response: My complaint is against American European Travel Company.  Address:  ** ***** ***  **** ***** *** ***** **  *****.  Phone Number: ###-###-####.  This complaint is regarding a refund that has not been given to me after I purchased a tour to Italy, then American European Tour company cancelled.  I did not cancel.  I was assured my Visa card would be credited in 3 days, this was in September.  Then I was told that due to a technical difficulty, my Visa could not be credited, nor could a check be issued.  So, I was asked to provide a checking account number, a routing number, and a bank SWIFT code.  I have provided this information 3 times, still no refund.  I want a full refund of $1883.00 immediately!  Any assistance you can provide would be greatly appreciated.  ******* *******  ###-###-####  *****************

Business Response: We are sorry for all the inconvenience experienced. Please be advised that the total refund has been process as wire transfer with the date of November **** 2013. Kindly allow 2-3 business days to see the credit at the account. Thank you for the patience!

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
******* *******

I have received a refund from American European Travel.  Had I not pursued this, my refund would have NEVER been addressed or followed thru.  Thank YOU, BBB!  ******* *******
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/29/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a tour with them with the understanding I would be flying non-stop to Istanbul via ******* ********. They never sent any documentation of change of airline to ***** *** with stops in Zurich. Due to this change we will loose a whole day of touring in Istanbul. Also the staff in very incompetent as no one could give me straight answers. I just found out today the **** of the change and I am flying on the ****. Also they only sent the tickets out on the ****. I could not open the program to print them. I have called them innumerable times to get help. All you get is I am sorry and no real help. I also made arrangements to get tickets to get to JFK and go home from there. Now they tell me I am leaving from JFK and returning to Newark. My arrangement are to go home from JFK. I feel these people should not have a license to run an agency as they do not appear to know what they are doing. I asked why the change as I do not want to go through Zurich and I am still waiting for an answer.

Desired Settlement: I feel they should reimburse for the whole trip as they have not lived up to their part of the agreement. I am uncomfortable going on tour with these people as I'm not sure they will live up to their word. a have spent 1 1/2 days trying to sort out this mess of not receiving the tickets that I should have had a week ago. In essence they have ruined the trip for me. Not one likes to start their vacation all upset. Thank you

Business Response: We are sorry to hear that the customer feels to be entitled for a full refund.
AET has delviered services like flights, hotels, coach, guide etc. AET can not refund for services that were taken. the cusotmer has not cancelled the trip!

Our representative has sent etickets as it is common practice. The tickets could not be opened with the recipents PC - upon notification, our representative sent a wordfile to the client. We feel that it was responded and handeld well.
The flight times were very comfortable with an arrival in IST at 10:50am - not anything of the city tour has been cut because of travelling with ***** ******** - a well respected airline with great reputation.


AET would like to offer the client to reimburse for taxi cost form Newark to JFK as we totally understand that the return should have been to JFK. Thank you for accepting and sending a receipt with bank details including ***** code.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/29/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11-* I was told that my tour of Italy was cancelled. I requested a rebooking for the following spring for the same tour. The agency did not tell me that the tour was for Turkey instead. I found out on 11-* and requested a refund on the same day. I gave them my account information twice on 11-* and 11-*. They sent me an e-mail verifying that they received my information. It is now 11-** and I have received nothing. The agency promised me a wire transfer to my checking account which I have never received.

Desired Settlement: I want my refund transferred to my checking account

Business Response: American European Travel is sorry about the inconvenience -
Yes, the original booked trip has been cancelled and a rebooking at best preferred price was offered. It was a booking agents mistake to click Turkey instead of Italy - the customer should have been rebooked for Italy instead. We woudl like to welcome the customer in Italy for the whole tour at best availble / promoted rate. Please let us know, if acceptable.

Meanwhile, yes -we received banking information and our reimbursements for the cancelled trips are beeing processed. Thank you for the patience.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 2/** my husband and I booked a trip with American European Travel for a **** 9 day trip to Turkey as advertised in a brochure in the ******* ******* newspaper. We paid a $599 deposit (required) and they sent us confirmation of trip. On 8/* we paid the balance of $1397 (required 90 days out) and received another confirmation saying we would receive our etickets 7-10 days prior to departure!! On 10/** I contacted AET as we had heard nothing from them and was assured that we would have our tickets on 10/** Monday...delay due to booking problems with ******* ***. Monday came and went and no tickets. Monday late afternoon I got an email telling me they had to rebook us on ************** *** combo flight as they had problems with ******* *** and we would have tickets on Tuesday. Of course, no tickets on Tuesday. In response to my email of Tuesday...I get email from them on Wed 10/** that we would definitely have tickets next morning 10/** (we are to leave 11/*!) On Thursday morning about 1030A we receive an email stating that they decided to cancel the tour due to booking problems and gave us an option of rebooking in future or a full refund....Now this is the day before we are to leave!! I of course opted, after this awful treatment, for full refund...got an mail saying they would have their accounting department issue a full refund immediately to my credit card. I emailed them yesterday asking when we can expect the credit back to our card. Today I get an email stating that they want my routing number and bank account number to do a wire transfer in TWO WEEKS!! Why do they need my bank info!! I am not the only one going thru this....there were 40-50 people booked on that trip and have since found that they also cancelled all their tours 11/*, *, *, *, *....I am afraid now they will go out of business before we get our money back. I am going to my bank tomorrow to file a claim on my credit card for lack of services provided....hopefully maybe I can get my money back that way. It is important for you to be aware of their fraudulent behavior...they do list the BBB logo on their website... *********************

Desired Settlement: I just want my $2000 returned to us and also do not want anyone else to get caught up in this nightmare we've been in since 10/**.....

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

American European Travel Inc. has reimbursed the FULL amount November ****, the customer has received a receipt!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We booked a trip with AETNA in February. The trip was schedule to depart from LAX on November *, 2013 for Istanbul, Turkey. We did not receive tickets, and when we contacted Turkish Airlines on Monday October **** and we were told the reservations were canceled. We attempted to contact AET all that day with no success. Finally *** ****** the manager contacted us on October **** and told us that we would recieve our tickets the following morning. Needless to say we did not receive our tickets the next day, instead we received an e-Mail stating that due to problems with their software we would receive our tickets by November ***. On Monday November we received both an e-mail and a phone call saying that the trip has been cancelled. We were given an option of receiving a full refund or a future booking. We chose the refund. On Wednesday November *** we got an e– Mail stating that AET was unable to give us a refund due to the same problems they were having befor.

Desired Settlement: We want AET to refund our money.

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/25/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a trip with this agency and paid the deposit in June 2013 and the remainder of the cost in September,2013 as agreed. The trip which was to Italy was scheduled to leave on November *, 2013. I called several times requesting my ticket and was told they would be forthcoming. I was notified by email on October **** that the trip was cancelled.

Desired Settlement: I would like the refund to be placed on my credit cards as soon as possible, along with the fee for the conversion of currency.

Business Response: American European Travel Inc. totally understands the frustration about the cancelled trip and the inconvenience to wait for the full money refund. A large explaining statement has been provided to BBB in order to clarifiy what caused the trip cancellation and also to explain what the compensation offer is apart of the full refund for all paid money.
The reimbursement process is a manuall process and all provided receipts have to be checked for accuracy. We are sorry this process takes in parts longer of what our initial idea was. Please be assured that we are working with full efforts to insure a fast and efficient handling of the situation. We are asking customers to provide bank details including SWIFT code in order to initiate a fast wire transfer. ****** is another fast and efficient method to agree to in order to get the money back either as credit (bank account) or credit with your credit card.

Business Response: The full refund was issued with todays date - please allow 2-3 working days (normally 2 days only) to show up on your bank account.
We are sorry for the inconvenience and also the delay with the reimbursement. We are aware that this situation has caused stress and disappointment - our company has been facing such a logistical problem for the first time and we are sorry that this year, after servinc 5,000 customers to their satisfaction, we could not offer the promised services to you. Please take our sincere apologies for this circumstances.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I will accept this when the money is actually in my account.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,
****** *******  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are due to depart for a Turkish tour on November **** and cannot get any confirmation that we are booked on Turkish Air. When we call the airline they tell us we have been cancelled. We are fearful we are victims of a scam and will not be able to travel to Turkey. We are elderly and cannot absorb such a monetary loss. Y** **** ***** **** * ** ****** which is odd since their customer service will not answer our repeated calls for assistance.

Desired Settlement: We want the tour and plane tickets promised, as we are packed and ready to travel.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
******* *********  

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This tour company promoted a "9 Day culture tour" in an advertisement promotion that ran in the Chicago Tribune, LA Times and also the Baltimore region newspapers. What was outlined in the brochure was not delivered and the entire group was complaining (see link on TripAdvisor from others ) --- http*********************************************************************************************************************** After you book the program, the tour 1-800 # you have for them goes inactive after awhile and you can't reach anyone about the itinerary which they promised would arrive at least 10 days prior, not the case. We were leaving on 5/**, received an email on 5/** about our flight itinerary (the day they actually booked it) that were all different then the original itinerary sent and discussed times,. They changed the travel schedule on us, had us sleep TWO NIGHTS on the bus (NOT IN HOTEL) , provided crazy flight itineraries right up to the day of flying (for some of the tour folks, they received flights the morning of departure). The bus was a joke, old style, no lighting, air conditioning worked occasionally and no operating bathroom. We were told it had been not working for a couple of weeks but that have not fixed it yet (traveling with older tour folks, not a good idea not to have a working bathroom). They use the town RIMINI as a base for majority of the trip which makes no sense. Last day was supposed to be "accommodations in a seaside resort in the NORTH of Italy," since we fly out of Milan. Instead, the bus went back to Rimini (Central-East of Italy) from the Tuscany region where we then had 10 hours to walk around, eat, then on the bus at MIDNIGHT for a 5 hour ride to Milan airport FOR early morning flights. If we stayed in a "seaside resort in the NORTH of Italy, we could have gotten some sleep at a hotel, not on the bus. So, for some people, including me, we are up for 24 hours or more, then followed by 15 hours of air travel (more for others). So, no sleep for most in a hotel or bed for 24-36 hours. They call it a 'budget tour", more like a torture tour. This company is completely disorganized and does not give straight answers on any questions, a total bait and switch. The person from the company (tour operator) was no help in Italy, he kept saying "I need to call corporate about your complaints" and then did not even accompany us on 1/2 of the trip and left the group with Italian tour guides (much better), but they could not answer any questions about all the changes. Also, it promotes "tours" of the cities that you have to buy separately (understood), but you never go into any of the museums (another mis-representation). They drive 2-3 hours to a location and give you 5-6 hours in the city. Who can't see Rome in 6 hours. Also, for Venice, the bus driver overslept and we missed the boat, so lost time and fun in Venice. They offer a "Comfort Package" for tours and meals that is optional, but really NOT optional. You are dragged to out of the way isolated hotels and are left with little choice but to eat at the hotel buffet. We were also told that if we did not purchase the package we were not guaranteed a seat on the bus as they would not wait for you when the bus is ready to leave. It was a mess. There corporate offices are in Turkey and no one really is in New York at the 1-800 #, but some of us were able to find a name and number provided by TravelGuard, trip insurance by Chartis. They were getting a lot of complaints, so had the contact and phone number ready. *** ******, Travel Marketing, American European Travel Inc., ** ***** ******* **** ****** *** ***** ** *****, Cell: ###-###-####, Email: *************************

Desired Settlement: My hope is that the BBB puts this company on notice and the Tribune company does not accept advertising from them anymore. For me, at least 50% refund for the hassle and terrible travel accommodations. The amount of the trip was $3376. The BBB online form(next page) is not allowing my to put in the price information so listing it here.

Business Response:

Dear Sir or Madam,

 

Thank you very much for your email.

We are very sorry, to hear about the complaint from *** ****** ******.

After we received the complaint about this particular tour to Italy (9 day cultural tour / highlights of Italy) we have reacted immediately.

We provided the affected customer with an email for explaining and excusing the situation. As compensation we offered  a voucher about $200.

Please allow me to enlarge on a view points, *** ****** is complaining about:

E-tickets:

Having paid the full balance, our clients will receive their travel documentation and confirmed flight schedule about 7 to 10 days before the date of travel.

(the flight times are always subject to changes, of which we have no influence over).

Transfer:

The clients to not have to sleep on the bus, unfortunately there was a late transfer from Milan to Rimini during the night, therefore the clients had to stay on the bus at this time.

Accommodation and tour program:

Enclosed you will find the flyer/brochure, which the booking is based on. A travel program in short form can be found, describing the tour und where the hotels are located.

From this it can be seen in advance, that the accommodation will be in Rimini.

It is very regrettable, that the client did not read carefully regarding the tour program, sightseeing and accommodations before booking, since the matter he is complaining about is well explained in the flyer/brochure.

Cultural plus indulgence:

This is an additional service upon request, which can be purchased at the destination, like explained and described in the flyer.

 

I hope this information proves helpful.

 

Please let me know, if there is anything that I may help you with, please do not hesitate to contact me.

 

 

With kind regards

 

********* ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

As explained before, we had to sleep on the bus for TWO nights, the first night and the last night of the trip.   They DID NOT offer a $200 re-imbursement  for the trip, but a $200 voucher for any future trips booked with them.  I would never book a trip with them again, poor service, poor communication and more.  We did NOT receive our plane tickets within 7-10 days, but 3 days prior and the itinerary was changed from what was sent in the  original confirmation.    This company is a very irresponsible with communication and explaining full details.

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** ******




 

Business Response: regarding the customers complaint:

On the flyer, which the booking is based on there will be a note,that we reserve the right to make minor changes to the itinerary for organizational
reasons during the course of the tour.
We sincerely apologize for the inconvenience.

 

 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On May **, 2013, I phoned American European Travel (AET) with the intent to book a 9-day trip from Washington, DC to Turkey in April 2014. During the phone call, I asked, and AET confirmed that my tour would originate from Washington, DC on April **, 2014. Unfortunately, I had misread their brochure and no such tour was being offered. When I got home that afternoon, I had a message from AET asking me to call them if I wanted to leave from JFK. Wanting to make sure the reservation/booking was correct, I called that afternoon and informed AET that I had requested to leave from Washington, and that I did not want to leave from JFK. AET then informed me that I was booked out of JFK and that I would lose a 30% deposit ($773) if I cancelled. In short, I never requested the tour which they booked. It does not exist. Other tours on that date are out of LAX and JFK. I never was asked about or agreed to use either of those airport before AET's "booking" of the trip.

Desired Settlement: I disputed this charge with my credit card company and received a credit of $541.10. I would like a refund of the remaining $231.90. I would like AET to change their business practices such that the purchaser is given the details of the trip (dates/departure airports/fees etc.), preferably in writing before "booking." Currently, AET provides only limited verbal information prior to booking (written details are provided a few days later). The only discussion of the departure airport was what I initiated, and I did not receive what I requested. I would like an apology from AET for their actions...booking me on a trip other than what I requested, and then still billing me after I informed that them (for the reasons above), that it could not possibly be a valid booking. I would like an apology for wasting my time, and having so little regard for the customer.

Business Response:

Dear Sir or Madam,

This is to inform you that we contacted our client, *** ********, in order to clarify the misunderstanding that happened. *** ******** requested the cancelation of the trip. The trip was canceled and client will receive the full deposit amount $773 credited to his account. Attached is the email communication with the client and also his cancelation confirmation.

Please let me know if you have further questions.

With kind regards,  

  

*** ******

Travel Marketing 

American European Travel, Inc.  

** ***** *** *** ***** ** ***** **** ***** *** ****

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ********



 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Made reservation for trip to Turkey on Feb. ** with ** ****** gave a credit card number. Have not receved a confirmation or any contact from them. I called 3 times They said they would get back to me . They have not. Called ###-###-#### today the mail box was full. The credit card was not processed as of today.

Desired Settlement: Do not want to do tour with them.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/3/2013 Problems with Product/Service