Business ProfileforVIP Travel of Kanata Ltd.

On April 18, we visited Centrum Travel to arrange a trip to visit Disney and Universal Theme parks. The advisor on duty was very flustered, aggressively discouraging us from inquiring, and required us to pay for a 'research fee' before doing any work. We agreed and provided her specifics about the trip, including wanting to ride the Hogwarts Express between the two Universal parks. She asked about a park 'hopper' for both parks. We noted we did not want that for Disney but we did want to be able to visit both Universal parks so we could take the Hogwarts Express. The advisor provided a quote on April 19 by e-mail on travel and accommodation via Air Canada Vacations (ACV) and the line item: "+ 2 day base Universal pass @ $1083.84 total". No specific information on what that Universal pass included was provided by the advisor. We provided a deposit on April 21 and requested confirmation for both the Disney and Universal park passes. On April 28 we received the Disney confirmation but no Universal confirmation. On May 18 we paid the remainder of the trip cost and asked again about the Universal park pass. On June 4 we were told to wait until documents were issued. On June 14 we received our documents including a "Universal 2 park 2 day base pass" that was "Not valid for the Hogwarts Express". I asked for clarification, on June 24 she replied: "I have since confirmed with Universal Orlando and in order to take the Hogwarts Express between parks, one would need to have purchased the park to park ( hopper ) option." I asked to clarify as this did not fit our instructions. On June 30, she wrote: "Unfortunately, those passes are non-refundable and non-changeable. If looking to have the ability to hop from park to park, you'd have to purchase new passes." This would mean paying an additional $ 1,323 CDN. We contacted the manager to resolve but the advisor responded restating we had to purchase new Universal passes. We should not have to pay twice for their error.