I am dissatisfied with the customer service that I received from Kingdom Magic Vacations Travel Agency Inc.
On June 1 2015 my family and I embarked on a Disney Cruise. I was led to believe that this was a Disney Travel Agency not just an agency that booked all other kind of tours. So with the belief that I was booking with Disney in good faith I booked a Cruise with excursions. One of my excursions was a guided tour in Atlantis. Trusting the agent to be a professional in her occupation to help me we plan our Cruise. The agent and I had many phone conversations as we should when you are using a Disney Agent to help make plans on a Cruise you have never been on. There also were some e-mails sent to each other. One of our conversations was about the tour to Atlantis. I asked her if it was a guided tour because I had never traveled to Atlantis and we needed a guide. She assured me that it was. We continued communicating as needed about the cruise and we changed some of the plans as needed. The end result was this agent told me that this was a guided tour and it was not. My family and I did not get to enjoy our Atlantis trip because of miscommunication on the part of the agent and that is what we paid for. It was the responsibility of the agent to give us the correct information about our excursion; she was the professional that was her job. We trusted her to help us make our cruise an enjoyable one. In discussing this matter with Disney they encouraged me to seek help from the Travel Agency. I have done just that and they only seem to be offering excuses. I also requested a itemized copy of what was paid on the money charge to my credit card for this Disney Cruise and this Travel Agency Kingdom Magic Vacations has not honored my request. It appears that I am being charged again on some items that should already have been paid on the price of the cruise. I was misinformed on my Atlantis Tour and am I also been misinformed on the money that I paid on my credit card to this Travel Agency for my cruise? This is wrong and unethical. I am seeking a refund on the money paid for the Atlantis Tour and an itemized copy of all charges on my credit card for this cruise. Thank you for your help in this matter.
I am seeking a refund on what was paid for the Atlantis Tour excursion and an itemized copy of all charges to this credit card for this Disney Cruise. And for it to go on line at the BBB for others to read the pain and suffering and distress I had to endure because of the failure to give good customer service.
To whom it may concern:
Ms. **** completed an email form from our website on January 22 requesting pricing for Disney Cruise Line (DCL), which was provided by her agent, Stacy ******* Stacy has been with our company over 5 years, and has received many accolades to our office on her professional customer service skills and vast travel knowledge of not only of the Disney arena, but other travel destinations.
As with many of our return clients, Ms. **** is one of them, therefore, invalidating her statement of "being led to believe......." She booked a Walt Disney Travel Company (WDTC) package, after phoning into our office and booked on March 10, 2010 to travel to Walt Disney World (WDW) in July 2010 and again phoned our office in October 2012 to travel to Walt Disney World (WDW) in July 2012, however that reservation was cancelled by her agent 19 days later. Both of these reservations were made by two different agents, as these agents were working phone shifts at the time Ms **** called. All our agents use, their first name and kingdommagic.com as their email address, as well as any invoices and correspondences have our logo and call to action on them, nothing trying to misrepresent to anyone that KMV is Disney.
Typically our agents do not book the excursions for the clients, as it is easy enough for the client to do on any computer; however Ms. **** did not have internet computer access at home, Stacy was told, only at her office, and was unable to schedule the excursions she wanted. Ms **** phoned Stacy and she assisted Ms. **** in reading each of the excursions to Ms. **** in detail, the ONLY excursion besides going to their waterpark at Atlantis is ONLY a SELF GUIDED TOUR of Atlantis and in the description it is bolded from DCL in the product description. Each excursion booked through DCL generates an email that is sent to the clients email in the DCL profile, where Ms. **** would have received the description in detail of each excursion booked. See attached. Reservations for excursions are not paid at the time of booking, but placed on the guest account when they are paid with the credit card on file upon disembarkation. KMV never handles any of these funds directly or indirectly.
In regards to Ms ****'s statement on "an itemized copy of what was paid on the money charge to my credit card", I am not sure if she is referring to her account on DCL, of which we would not have any access to that information she would have been provided with her statement of charges on disembarkation morning. As far as KMV, Stacy provided Ms. **** an invoice (via email) upon each payment made with her credit card, those dates are 1/26, several email notices of reminders for final payment due date, on 3/18 final payment date, Ms. **** was emailed her final payment paid in full invoice. These are the only payments we have charged Ms. ****'s credit card, which all payments are directly processed through DCL, not KMV.
We received a letter from Ms **** around June 29th, where I scanned & emailed a copy to Stacy. Stacy phoned DCL and received information about the excursion and wanted to know if anything was noted about her client being unhappy about the excursion of which nothing was noted on the record. DCL told Stacy there was a letter in Ms. ****'s stateroom explaining the excursion and she needed to attend a meeting for all guests who were going to be a part of the excursion; Stacy was told Ms. **** attended the meeting, where all details of this trip were discussed. Ms. **** questioned about the tour having a guide and was told it was self-guided. In addition, she asked the bus driver the same question of her concern. In speaking with Stacy, she told me Ms. **** never phoned or emailed her after the cruise let advise she was upset about the excursion.
In closing, Ms. **** had more than ample time to cancel her excursion reservation prior to her cruise in addition while on the ship and meeting, and that she received all very descriptive information from DCL prior to sailing regarding the said excursion; we will not be refunding Ms. **** for her tour.
Any incidents, excursions, sicknesses, and not limited to are completely out of our hands. The excursions are offered by DCL and a 3rd party vendor, any issues regarding the excursions, needed to be handled directly with DCL.
Attached you will find a letter, which was mailed to Ms **** on July 8th, after we received a letter from her around the end of June, and a copy of the detailed excursion on DCL site.
Cc: Laura ******** Director
Stacy ******* Agent
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I am not a return client. Secondly, had I known this was not a Disney Travel Agency I would never have booked with you. The name Kingdom Magic Vacations is misleading on its own, but in addition I was also told you were a Disney Travel Agency. As to my experience in Atlantis: there is a guided tour of the aquariums in Atlantis and that is what I was told by Stacy in the beginning I was receiving. The workers at the aquarium confirmed they had guided tours but that we were not scheduled for it. Stacy, being a seasoned professional, should have realized that I was depending solely on her to "make my trip magical" as I do not have home internet service. The only description I received from Kingdom Magic Vacations was that I was scheduled for an Atlantis Beach Day excursion. It was not detailed about the tour of the aquariums. The only other information I received about my excursion came from Stacy, and she DID say it was a guided tour.
My credit card information was only given by me to Stacy at KMV to book my Disney Cruise, my excursions, and my hotel stay at Comfort Inn Suites Orlando Airport. The invoice payment from the DCL did not show a payment for my booking at the Comfort Inn Suites nor for the excursions. So my question is, who processed these payments and how can I get a copy of these charges?
In addressing the statement of my not letting Stacy know I was unhappy, I called KMV as soon as I returned to let them know of my unhappiness. I also wrote a letter at the end of June stating my dissatisfaction of my Atlantis tour and my concern of the charges to my credit card. I have done nothing but write letters and make phone calls to KMV since I got back!
In making reservations for my excursions I had no idea I needed to cancel because I did not know it was not a guided tour; I was trusting Stacy's professional guidance. I was also told by Stacy that if I wanted to cancel, I could not cancel so many days before embarking on the cruise.
Attached you will find a copy of where Stacy booked my stay at the Comfort Suites Orlando Airport. (Note the misspelling of my name.) KMV must have some record of this payment!
I am still requesting a refund for my Atlantis Tour excursion and I am asking you to provide the itemized information that will clarify the charges on my charge card. Also in the interactions I have had with Kingdom Magic Vacations I am yet to receive any sort of apology. All I have received from this company is dissatisfaction with bookings, miscommunication, and, in my opinion, an exorbitant placement of blame on me, the customer.
Final Business Response
Here is the balance of the email correspondence.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This agency is still missing the most important part of this complaint, their responsibly for good customer service. Their proposed resolution is not offing me a resolution at all they are saying there is no resolution. they send a excessive amount of e-mails and call that a resolution. they have uncover nothing or proven nothing. the fact still remain that I was told by their agent that this was a guided tour and it was not. That is what their focus should be on. this agency should be held responsible for their actions. However I am willing to settle for half of my money back. There was a mistake made and it was not buy me. My family and I were hurt by their mistake.so I can not accept a resolution in which they are not making.