Customer ReviewsforR & R Travel Service

This is the worst experience I have ever encountered in all of my dealings with a travel agency in the past. We booked a trip to Alaska for Summer 2020 in February 2020, then a pandemic occurred. All Travel was cancelled because of the pandemic. We were first told that we could not cancel because we would be charged a $50 per person cancellation fee. That's right Robbie G*** was going to charge us a cancellation fee for a trip that we were not cancelling....the pandemic was. The only option she would provide is to reschedule the cruise, Airfare, and Travelex Insurance to another date. There was a lot of uncertainty at that time so, I just wanted a refund since I wasn't sure if we would be able to sail in a year or if we would be still in lock down. She charged us a $75 booking fee for her services(That is what she told us the entire time that her fee is $75 per person) and we paid that fee up front and not once did I request for that fee to be refunded because it was for the work she did booking the trip. She never helped at this point to try and get the refund process started and never did anything to assist me as I was trying to get the refund for myself. I personally called the cruise line and Travelex insurance to try and get a refund. During this time of contacting Holland America and Travelex I found that she was not being honest with me about the whole cancelling process. I was told by a Travelex agent that if I got a 100% refund from Holland America and Air Alaska that they would also provide a 100% percent refund but I would need the travel agent(ROBBIE G***) to send them the information to start the refund process. After many attempts and reaching out again to Travelex I found out that the reason they(Travelex) was unable to process the refund is because Robbie was turning in a "penalty fee" of $75 per person. I knew right away that this was the Booking fee that she was turning in on my Travel insurance as a penalty.....a fee that was already paid!!! Why am I insuring her Booking fee when I've already paid that fee??? Anyway, the only thing that Robbie would have to do would be change the Penalty fee to administrative fee and I would have been able to receive my refund but, she would not. I think it was because I had caught her double dipping on her "FEE's" I let the Travelex agent know what was going on with the Travel agent(Robbie G***) and sent her all the information as an attachment on an email. I received a full refund from from the whole trip except for her "FEE"s"!! I also realized that she had charged me $80 per person for myself and my husband and $75 for the others traveling with us(4 others). She told us and I have a email stating $75 per person the entire time until I rechecked my invoice and it was $5 more per person for my family. If you choose to use this travel agency Please check the prices that are quoted to you and if a pandemic cancels the travel don't give up on what is right no matter if your back is against the wall and someone is filling you with lies....... fight back and get what is rightfully yours...your hard earned money.

I am so sorry that this customer was not happy with our service. During the pandemic, each vendor started with a set of rules. As the pandemic lengthen, the rules of the different vendors changed. We have a copy of Mrs. *********'s invoice agreeing to our service charge and our cancellation fee with her signature. We also have a copy of her credit card that she put on file for all of her charges. We followed our company policy that we have had for 33 years. We followed the protocols with each vendor and updated the customer as they changed. We were advised by our Travelex Insurance's Business Development Manager that Mrs. ********* was not due a refund. We later were told an exception had been made. If we do not follow the rules of the vendors we represent, we lose the ability to sell that vendor. Mrs. ********* received a full refund except our booking fee which she states that she agrees to when she booked.



We sat on hold on multiple lines for 4-8 hours at a time asking the different vendors for a response for our customers bookings. They were not always what the customer wanted to hear but we let them know if they had options at that time. We also filled out all paperwork online for the Holland America refund.

Unfortunately the venders were telling me what the traveling agent was telling them. Which was untruthful and the reason I was aloud to handle getting my own refund taken care of. I also was able to get a refund for family members outside of my immediate family as well directly from the venders and by passing the agent because of the discrepancy in her story and wording of her said "Fees". I did not have to stay on the phone longer than 2 hours to get all of my refunds altogether completed. I was quoted a amount of her fees of $75 since day one. I did not double check at that point due to she was/has been a fellow church member of the extended family traveling with us. Once I figured out that the agent was possibly not being truthful is when I took matters into my own hands and realized through talking with the venders myself that my gut feeling was correct and she was being completely honest with me. I also put this information on social media and have received numerous messages about this agency. I will not be using this agency again and I wanted to be sure that others knew of the challenges I faced dealing with this lady. I plan to also contact Chamber of Commerce.

Again, I am so sorry that Mrs. ********* was not happy with our services. Our goal with every customer is do the best we can to ensure a great vacation. Our agency is excellent and has the highest level of integrity. On April 13, we sent an email to Mrs. ********* advising her that Alaska Airlines had a major schedule change that would qualify for a refund and she should receive that refund in 7-14 days. On April 15th, Holland America announced that all Alaskan cruises would be cancelled and guests had 2 options: 1. To get a refund or 2. Get 125 percent on a future cruise plus a $250.00 on board credit per person. Mrs. ********* replied to this email that she wanted the refund from Holland America. Our agency submitted the paperwork online and it process through the system and was registered on April 17th. R & R Travel Service processed the refunds for both air and cruise. Mrs. ********* received an exception from Travelex Insurance when she called in for a refund. Regarding the other family, we also have documentation for communication with them. They originally wanted to go in 2021 but changed their mind on April 15th. We also processed their airline tickets and cruise for a refund.



Again, I would like to go on record that during this pandemic, each company that our agency has dealt with has changed their policies multiple times. No one expected for the pandemic to last as long as it has. We are very grateful that our customer received all of their monies back but our initial booking fee for their airline ticket.