Complaints

This profile includes complaints for World Travel Holdings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  World Travel Holdings, Inc.

  100 Quannapowitt Pkwy Ste 100 Wakefield, MA 01880-1352

• 

  World Travel Holdings, Inc.

  2875 Sabre St Ste 200 Virginia Bch, VA 23452-7375

• 

  World Travel Holdings, Inc.

  1201 W Cypress Creek Rd Ste 100 Fort Lauderdale, FL 33309-1907

• 

  World Travel Holdings

  307 Cranes Roost Blvd STE 2010 Altamonte Springs, FL 32701

• 

  World Travel Holdings, Inc.

  100 Sylvan RD Woburn, MA 01801

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  23Apr, we were told my Daughter,Husband, 6 grands booked a 4 day cruise out of ************ **, we chose, myself + wife, to accompany them for a family voyage. We got info on the cruise my daughter booked and we called CHEAPCRUISES to book the same cruise. We spoke with *********************************, booked a cruise we thought was the same as my Daughters. We set up the same deck and eating times as our daughter. We gave ***** our credit card info and we PAID IN FULL. 25Apr, CHEAPCRUISES charged my credit card:$909.90 under CARNIVAL CRUISE TKT/RES ***** ** 26Apr, CHEAPCRUISES charged my credit card:$114.99, under CHEAPCRUISES.COM ************ MA. Total charged:$1,024.89. 12Jun, we realized CHEAPCRUISES made a big mistake and didn't book us on the cruise we wanted with our family but booked something else. My wife called CHEAPCRUISES and told them of their error. It seemed this would be a very easy fix, but CHEAPCRUISES shockingly wouldn't make the change unless we paid them an additional $100, even though we told them over and over again that it was their error. They said they did research and listened to a recorded phone call of the initial contact. This is hard to believe because in the same call they would have heard my wife discussing being on the same deck and same eating times with our daughter's family. I got on the phone and spoke with ********, I asked that I be sent a copy of this recorded phone call. She ignored the request. Subsequently, I canceled the reservation, then told they were going to charge a cancel fee of $100 and they would return the money paid, $1,024.89 back to my credit card. She emailed me a message stating they cancelled the reservation 372-44359974signed *********************************. There was no reference about returning my money. 13JUN they charged my Credit Card $100under WORLDTRAVEL HOLDINGS. They didn't return the $1,024.89to my Credit card. Resolution: Return $1,024.89 in addition to $100 so called Cancel fee to my Credit Card, Total:$1,124.89.

  

  Business Response

  Date: 06/16/2023

  June 16,2023
  
  Better Business Bureau
  Complaint # ********          
  Re:*************************************
  
  To whom it may concern,  
   
  We are in receipt of the complaint initiated by the above-mentioned customer.  
  
  The customer cancelled this reservation and the cruise line held a $50.00 per person adminstrative fee penalty and is non-refundable. The travel protection insurance premium are non-refundable just like another other insurance premiums. The $24.99 processing fee is also non- refundable and all of this information was disclosed at the time of booking. The calls have been reviewed to verify this was disclosed by the travel professional and were conclusive that she did infact advise of all fee's associated with this booking. 
  
  On 6/14/2023 the cruise line refunded $909.90 to **** ****** this refund is all monies due to the customer by the ********************** line.
  
  The $24.99 processing fee, $100.00 cancel fee,$50.00 per person adminstrative fee from the cruise line and $90.00 for the travel protection remain is non-refundable.
  
  
  Thank you,
  
  **************
  Customer Relations
  
  

  Customer Answer

  Date: 06/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do reject CHEAPCRUISES response as I am now convinced of their initial carelessness which initially caused this problem to begin with!    But first:
  1. $909.90 was NOT refunded back to my **** **** on 6/14/2023 or any other time.
  2. CHEAPCRUISES did NOT Refund the $114.99 money still owed that they charged my Credit Card on Apr 26.
  3. CHEAPCRUISES did not hold a $50.00 per person administrative fee penalty;they charged my Credit Card $100 on Jun 13, after the reservation was cancelled without my knowing or authorization. I believe there is a law against doing this.
  4. CHEAPCRUISES needs to refund the $100 Cancellation fee they charge my credit card as their initial error caused the cancellation! I will once again explain this as you seemed to ignore the problem that your booking agents initially made.
  5. CHEAPCRUISES needs to explain on what authority they are holding back Travel Insurance premiums when the Travel Insurance did not even go into effect and additionally NOT providing the cost of the insurance when the reservation was made.
  CHEAPCRUISES needs to provide an invoice of what the $114.99 that they charged my credit card on Apr 26 went toward.
  CHEAPCRUISES needs to stop playing games and refund a total of $1,124.89 back to my credit card immediately without delay. 
  Now the heart of the problem is your booking agent, *********************************. Her initial mistake is booking us on a cruise that we didnt want. Now tell me why would we want to change the wrong reservation of a cruise we didnt want to the right one we wanted? This was already explained before which you ignored. Once again, my daughter and her family of 8 booked the correct cruise with you, and we wanted to book the same exact cruise. Check it out, last name is *****. Your agent ********************************* made an error. Its that simple! Now, as you say you have reviewed a phone call between ***** and my wife, you would have undoubtedly heard my wife discussing being on the same deck and having the same eating arrangements with my daughters family.etc.You will also find that their reservation ***** and ours ********* were linked.Isnt that proof enough that your agent made an error? So forgive me when I say,I am a little suspicious when you say you reviewed the phone call. Therefore,please provide me with the phone call as I would also like to review it for myself in regards to what you say that all those other fees were explained at the first contact. The proof is in the phone call. That is the first part.
  The second part is when we realized that mine and my daughters family cruise were not the same cruise. We called and told your agent the problem. This is where things go downhill. WHAT IS THE PROBLEM? SUCH AN EASY FIX!!!!  Where is your common sense?  Just change it to the right one.  15 minutes and all done. Your agent made a mistake, ***********, just fix it and move on. Why are you charging me $100 to change it when your agent made the initial error? The phone call will tell you everything and prove this. Please provide that call to me. So, the next day we called again to try to get you to listen to reason and talked to ********. Once again I was told about this Phone Call that you had.  That Phone Call is the smoking gun that will prove everything. I asked your agent if I could get a copy of it and she ignored my request. Consequently, I told her we were going to cancel and she told me it would cost $100, and they would refund my money back to my credit card. One hour later I noticed that you charged my Credit Card again for $100.  I did not know or authorize this transaction and to this date none of my money has been returned to my Credit card.
  I do not understand your business practices.  You had an opportunity to make things right but for whatever reason you didnt. You would rather collect $100 on junk fees and loose over $1000. Of course youll get free advertisement. If one person doesnt book with you, not only did you lose my $1000 but you lost their $1000.  Just think if 10 people dont book with you what you will lose all because of a stupid business practice of collecting $100. Maybe Ill have my daughter cancel her booking with you; youll get to collect $100 and loose $3000, check it out, the name is *****.
  I am a man of action and I will not let this ordeal go unless I get what is owed to me. Nothing more,nothing less. I will give you till the end of June to make this right and refund my Credit Card a total $1,124.89. Nothing more, nothing less. If you are going to be defiant, I will escalate this situation to the ******* Attorney General ***********************. She has a reputation that deals with these types of ordeals.  She doesnt like companies taking advantage of Military Vets and Senior Citizens! I will also seek other avenues like perhaps small claims court. Yes Judge they say they have this Phone Call that I ask for.
  Sincerely
  *************************************
  I  I[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 06/26/2023

  June 26,2023
  
  Better Business Bureau
  Complaint # ********          
  Re:*************************************
  
  To whom it may concern,  
   
  We are in receipt of the complaint initiated by the above-mentioned customer.  
  
  The customer cancelled this reservation. The ********************** protection insurance premium of $90.00 is non-refundable just like another other insurance premiums are. The $24.99 processing fee is also non- refundable and all of this information was disclosed at the time of booking. The calls have been reviewed to verify this was disclosed by the travel professional and were conclusive that she did infact advise of all fee's associated with this booking. 
  
  On 6/14/2023 the cruise line refunded $909.90 to **** ****** this refund is all monies due to the customer by the ********************** line and take up to 2 billing cycles to appear.
  
  Upon further research the cruise line did waive the $50.00 per person adminstrative fee. World Travel Holdings made a 1 time exception to refund the $100.00 cancel fee. 
  
  The $24.99 processing fee, $90.00 for the travel protection remain is non-refundable.
  
  
  Thank you,
  
  S. Miles
  Customer Relations
  
  

  Customer Answer

  Date: 06/28/2023

  I do reject ************** same disingenuous rhetoric from World Travel Holdings in association with CHEAPCRUISES for the following reasons. It seems that World Travel Holdings has no intention of honoring their obligations and responsibilities in this matter.  Thats OK; there are other avenues of retribution that I have available to me. I am contemplating just forgetting all the polite ways and just go straight to filing a complaint in small claims court.  Keep in mind that when I win my case through evidence or default I will also be able to recoup the filing fees, and all other fees associated with my complaint. But first Ill reach out to your leadership team of *********************, *********************, ***************************,*****************, *************************, ********************* and the others.  Im sure they would be happy to know what goes on within their company and aid in a resolution.
  
  My Requests:
  Please send to me the Travel ******************** contact information, including the name, address, phone number, e-mail, point of contact and the policy number.
  Once again I am requesting an audio file of the actual phone call made between my wife and your agent.
  Please escalate this ordeal to someone with authority! Your boss perhaps.
  
  For the Record:
  Your company charged my Credit Card a total of $1,124. 89 on three different occasions and to date have only refunded $841.74.
  Your company through your agent at CHEAPCRUISES made the initial error on the reservation; therefore your total liability is $283.15.  Please refund this amount immediately.
  Your company has not waived any fee as you proclaim! You still owe the same amount.
  On many occasions you have said that you reviewed the phone call between my wife and your agent *********************************. I have requested an audio file of this phone call on many occasions but, you refused to even address it. The phone call will confirm your position!
  
  Lastly: Your carelessness shows through in the misspelled words and Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 07/12/2023

  July 12,2023
  
  Better Business Bureau
  Complaint #********            
  Re:*************************************
  
  To Whom It May **************
  
  We are in receipt of the rejection initiated by the above-mentioned customer for Cheap ******************** Booking Number ******** and appreciate the opportunity to follow up. We apologize for any typographical errors in our previous response. First, information about the LeisureCare Travel Protection you purchased can be found in the information and at the links below for your records.
  
  LeisureCare Travel Protection
  Underwritten by ************** Company
  Policy # AARWTH11
  ******************************************************************************
  ***********************************************
  
  Second,call recordings are for internal use only and are not provided to customers.While we are unable to accommodate your request for this, we have provided a summary of the interactions below for your records.
  
  04/25/23
  ***** called in to book a cruise with her family.  She advised the booking dates were from 10/16/23 to 10/21/23. Our agent, *****, confirmed the dates with ***** and began the booking process.   ***** asked to be on the same deck as her family and ***** reviewed the associated bookings and placed ***** on the same deck.  Agent ***** again confirmed the sail date for 10/16/2023.  The call was disconnected.
  
  04/25/23
  A call back was made to ***** for the completion of the reservation. In a recap with *****, Agent ***** again confirmed sailing dates from 10/16/23 to 10/21/23,promotions, and travel protection coverage and cancellation and refundability information. ***** confirmed this information and asked if she could pay it all at that time instead of just the deposit.   Agent ***** received payment and advised ***** to review her invoice once received.
  
  06/12/2023
  ***** called in to say they were booked on the wrong cruise.  After calling the cruise line, our agent, *******, was advised by Carnival that a change fee of ***** per person would be accessed and the rate for the cruise they wanted 10/12/23 -10/16/23 would be $284.60 more than the current cruise.  At that time the room was put on hold while our team was researching the issue.
  
  06/13/23
  Research of the reservation was completed and confirmed that based upon reviewing the initial booking calls, ***** had requested and confirmed the sail dates of 10/16/23 -10/21/23. 
  
  06/13/23
  ***** was called by our agent, ******, and advised of the research results, she became upset and wanted to cancel the reservation. At which point she was reminded of the $100.00 cancellation fee before the call was disconnected.
  
  06/13/23
  Both ***** and ********* called back upset about the cancellation and did not believe the results of the review. The guests decided to cancel and pay the cancellation fee. 
  
  07/03/23
  Our supervisor, *******, followed up with ***** and ********* about their issue who had reached out via social media.  ******* left a voice message and later received a return voice message. She reached out to the guests again speaking with them and advising them of the results.  She reiterated that the LeisureCare Travel Protection is non-refundable.  ******* also advised an exception would be made for them to book the cruise for 10/12/23 - 10/16/23 and have the travel protection policy moved to that booking, but reiterated that the travel insurance was nonrefundable. Both ***** and ********* declined. 
  
  07/05/23
  CheapCruises/World Travel Holdings received notification of a chargeback for the $24.99 processing fee and the $90.00 LeisureCare Travel Protection Premium. After a review with the financial institution, the chargeback was reversed in CheapCruises.com favor.
  
  Following these events, as of 07/11/23 all qualified refunds (see specifics below), including a one-time exception for the non-refundable $24.99 processing fee and the $100.00 cancellation fee, were refunded.
  
  06/14/23 Refund of $909.90 from Carnival Cruise Line
  06/26/23 Refund of $100.00 from CheapCruises for the cancellation fee
  07/11/23 Refund of $24.99 CheapCruises for the processing fee
  
  Should the guests wish to rebook a new reservation with us, they have six months from the date they cancelled their reservation (06/13/23) to book a new reservation with us and have their LeisureCare transferred. Note, the guests do not have to travel within six months, they only need to book within six months. The guests will be responsible for any increase in premium cost on the new reservation.
  
  At this time, CheapCruises/World Travel Holdings considers this matter closed and no further refunds are due from either CheapCruises/World Travel Holdings or Carnival Cruise Line.
  
  
  
  Thank you,
  
  S. Miles
  Customer Relations
  

  Customer Answer

  Date: 07/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not accept World Travel Holdings response about complaint: ******** based on the details and the reasons stated in this writing.  First I must correct the record: As stated in your response these are the discrepancies

  I do not accept World Travel Holdings response regarding this complaint: ******** based on the details and the reasons stated in this writing.
  Your response, call recordings are for internal use only and are not provided to customers. While we are unable to accommodate your request for this, we have provided a summary of the interactions below for your records. That response is rather revealing because any reasonable person would conclude that if you will not provide the phone recording, then you are hiding the truth as we both know it, or you are trying to bamboozle me because you really dont have the phone recordings that you say you do. Providing a summary of what you cherry pick, and interpret by the agents notes in the system, or a phone recording, if you indeed have one, is a bit one sided and very bias.  Your internal review is more or less putting a wolf in charge of finding out who killed the chickens, wouldnt you say?
  Before I continue I need to correct the record:
  As you write under date 04/25/23 ***** called in to book a cruise WITH HER FAMILY.  She advised the booking dates were from 10/16/23 to 10/21/23. Our agent, *****, confirmed the dates with ***** and began the booking process.   ***** asked to be on the same deck as her family and ***** REVIEWED THE ASSOCIATED BOOKINGS AND PLACED ***** ON THE SAME DECK AS HER FAMILY. ***BINGO***,  The proof is in your own words!!!How is it possible to be placed on the same deck as ****** family if the booking dates were from 10/16/23 to 10/21/23 as my daughter had already booked her cruise previously from 10/12/23 to 10/16/23.  ***** made an error as I have been trying to tell you over and over and over again.  YOU ARE WRONG AS PROVEN!!!!!!!  The rest is academic!  I dont really need to go on and correct the additional five discrepancies in your time line. It would serve no purpose. But I do want to say the bigger issue is not that you wouldnt admit your error.  It is that you had every opportunity to fix this situation when we called back informing you that you booked the wrong cruise to begin with.  So your agent made an error, big deal. Just fix it and move on.  I dont understand your business practice. Telling me that to fix your error it will cost me $100.00 but if I cancel it will cost me $100.00 in addition to all the self proclaimed non-refundable fees.  Its no wonder anyone would want to book through you.  You lost over $1,000 from me just to collect $100 and then assessing me all those junk fees later without me even knowing.
  
  Through my bank and with the help of the Better Business Bureau I have already recovered the $909.90, and the $100.00.  My bank has already recovered the $114.99 that was still owed.  So I dont understand when you say: After a review with the financial institution, the chargeback was reversed in CheapCruises,com favor.I dont know what financial institution you are talking about because my bank has already placed the $114.99 back to my account. Finally, my wife received a phone call from Cheapcruises Supervisor Customer Recovery by the name of XXXX at extension: ***** and was told that Cheapcruises will not contest the chargeback and let the final refund of $114.99 stand.  She also advised that if something goes wrong and its deducted from my account again to contact her. 
  
  In final, I too consider this mattered closed as my wife and I have recovered all the money that we sent you, but like the supervisor said if you decide to take money from me again, we will definitely open this up again.  Good Day!!!

   

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  Date:06/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to make you aware of an unfair trade practice being implemented by one of the biggest travel agency cruise websites - Cruises.com (owned by World Travel Holdings)I was sent an email advertising a cruise fare of $269 for an oceanview cabin on an upcoming Allure of the Seas voyage. I booked the cabin. Subsequently, I became aware that the travel agency had padded the taxes by $180 to arrive at a fare of $359, the standard rate at the time. When I called Cruises.com to inquire about this inflated tax amount, they stated this was the **** charges everyone has to pay. They stated it was related to port charges, which is untrue.I believe this violates the *** group travel policy that I found (attached), which states: All fares quoted to guests must include Non-Commissionable Cruise Fares(****).I canceled this cruise and rebooked with another travel agency, but I am contesting the $100 fee Cruises.com is trying to charge me for cancelling (Royal is not charging this fee, only the Cruises.com).I am enclosing the documents for your review about this situation.You will see cruises.com invoice stating the fare is $269, while Royals invoice says $359, Taxes on Cruises.com invoice $194.58 while the actual tax on Royal's invoice is ******. There is obviously a $180 difference in the tax amount which is the **** amount.

  

  Business Response

  Date: 06/16/2023

  June 16,2023
  
  Better Business Bureau
  Complaint # ********          
  Re:*******************************
  
  To whom it may concern,  
   
  We are in receipt of the complaint initiated by the above-mentioned customer.  
  
  The customer booked this reservation online without the assistance of a travel professional and booked under a guarantee cabin assigment.
  
  Cruises.com does not inflate the taxes or port charges, we display the taxes and port charges combined in our invoice where the cruise line displays them separate but they are the same amounts. The only amount difference is we charge a $24.99 processing fee and a $100.00 cancel fee which are also in the terms and conditons when booking online or with a travel profesional. Cruises.com discloses all fees associated with booking and cancellation. 
  
  As a one time courtesy I have submitted for refund the $100.00 cancel fee it will be returned to the credit card used to pay it within 14 business days up to two billing cycles. The $24.99 processing fee is non-refundable.
  
  
  Thank you,
  
  S. Miles
  Customer Relations
  
  

  Customer Answer

  Date: 06/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response partially satisfies my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I still maintain that this is an unethical practice to massage the rates and taxes to imply a reduced cruise rate and I believe the entire amount in question should have been refunded ($124.95 vs $100).
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:06/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 17, 2023, we booked a cruise on Carnival Cruise Line, through a travel agency calling itself Cruises Only, aka National Leisure group. The cruise was to take place on January *****, ****. We made a deposit of $452.99, and our confirmation number was ************.Due to personal reasons, we are unable to take the cruise, and cancelled on May 3, 2023. We were told the deposit would be refunded, minus $100. No credit has been sent to our credit card, and we are now being told there will be no refund. Total charges sent to our credit card is $552.99, and they will not credit ** for this amount. We believe we are due a credit for at least$352.99.

  

  Business Response

  Date: 06/16/2023

  June 16,2023
  
  Better Business Bureau
  Complaint # ********         
  Re:*****************************
  
  To whom it may concern,  
   
  We are in receipt of the complaint initiated by the above-mentioned customer.  
  
  The customer booked this reservation online without the assistance of a Travel Professional and booked under a non-refundable deposit, early saver. 
  
  The penalty from the cruise line is $250.00 and it is held by them from the day of inital booking. The travel protection of $178.00 is non-refundbale just like any other insurance policy premiums, the $24.99 processing fee is also non-refundable.
  
  This information is in the confirmation email sent to the customer the day of booking. 
  
  As a one time courtesy I have submitted for refund the $100.00 cancel fee it will be returned to the credit card used to pay it within 14 business days up to two billing cycles. 
  
  
  Thank you,
  
  S. Miles
  Customer Relations
  
  

  Customer Answer

  Date: 06/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a cruise on 5/25/23 through Cruises.com. On June 2 I determined that the cruise was not in my best interest at this time due to current loss in the family. So, I called to cancel the cruise. They said that I would have to pay $100 to cancel the cruise. I gave them $189 for the cruise. They said they would refund me the $89. I purchased the Cruise Protection, so I should have been able to get all of my money back but they said the cruise was non-refundable, they charged me another $100 to cancel. So it ended up costing me $200 just to cancel the cruise. That's not fair. and I demand my money back.

  

  Business Response

  Date: 06/05/2023

  First, PLEASE look at what the customer wrote, which we have copied below:

  I purchased a cruise on 5/25/23 through Cruises.com. On June 2 I determined that the cruise was not in my best interest at this time due to current loss in the family. So, I called to cancel the cruise. They said that I would have to pay $100 to cancel the cruise. I gave them $189 for the cruise. They said they would refund me the $89. I purchased the Cruise Protection, so I should have been able to get all of my money back but they said the cruise was non-refundable, they charged me another $100 to cancel. So it ended up costing me $200 just to cancel the cruise. That's not fair. and I demand my money back.

  The customer has clearly stated that she booked her cruise through Cruises.com.  WE ARE NOT THAT COMPANY and we keep advising the BBB over and over again without success.  We are Cruise.com.  This customer DID NOT BOOK THROUGH ** and YOU HAVE SENT THIS COMPLAINT TO THE WRONG COMPANY.

  Please remove this complaint from our file and send it where it belongs.  Thank you.

  

  Business Response

  Date: 06/06/2023

  June 6,2023
  
  Better Business Bureau
  Complaint #  20143990         
  Re:***********************
  
  To whom it may concern,  
   
  We are in receipt of the complaint initiated by the above-mentioned customer.  
  
  The reservation was booked online without the assistance of a travel professional. It was booked under Carnival Cruise line Early Saver rate code whuch has a non-refundble deposit from the time of booking. World Travel Holdings *** also has a $100.00 cancel fee from the time of booking. 
  
  The Leisure Care was refunded in the amount of $89.00 no other refunds are due on this cancelled reservation.
  
  Thank you,
  
  S. Miles
  Customer Relations
  
  

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   I don't feel it to be fair that you took $200 from me.  Had I not called and cancelled the cruise I would not have had to pay you the extra $100.  So I feel that as a courtesy you should pay me back the $100 you took for cancelling the cruise. It is only fair since the cruise was only booked for a short period of time (3 weeks) and the sailing date is not even until next year.  

  

  Business Response

  Date: 06/12/2023

  June 12,2023
  
  Better Business Bureau
  Complaint #  20143990         
  Re:***********************
  
  To whom it may concern,  
   
  We are in receipt of the complaint initiated by the above-mentioned customer.  
  
  The reservation was booked online without the assistance of a travel professional. It was booked under Carnival Cruise line Early Saver rate code which has a non-refundble deposit from the time of booking. 
  
  World Travel Holdings made a one time exception submitted the $100.00 cancel fee for refund to the clients credit card used to pay it.
  
  Refunds can take up to 2 billing cycles to appear on the customers credit card statememnt. 
  
  The Leisure Care was refunded in the amount of $89.00 no other refunds are due on this cancelled reservation.
  
  Thank you,
  
  S. Miles
  Customer Relations

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cruise with this company and had cancelled well within the allotted time required. When I cancelled, I was informed that There would be penalties, and and an additional charge to my credit card. This was done on May 1, 2023. As of the writing of this complaint, I have received no refund promised in the amount of $948.40. My reference number for the cancellation is ********.

  

  Business Response

  Date: 06/06/2023

  June 6,2023
  
  Better Business Bureau
  Complaint #  20121097        
  Re:*****************
  
  To whom it may concern,  
   
  We are in receipt of the complaint initiated by the above-mentioned customer.  
  
  Carnival ********************** Lines advises refund was sent to Amex ****** on May 1,2023.
  
  You will need to check with the credit card company for any holds on the refund or processing time. 
  
  Thank you,
  
  S. Miles
  Customer Relations
  
  

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Work Travel Holdings owe me $1,171.36 since April of 2023. They are playing games and do not want to pay me. They denied me from talking to a manager. I have talked to them more than 10 times but they are not giving me my money back. Each call lasts 1-2 hours of waiting. Please help. Talk to ***********************. **********************. She is giving h the round about.

  

  Business Response

  Date: 05/31/2023

  May, 31,2023
  
  Better Business Bureau
  Complaint #  20111309       
  Re:***************************
  
  To whom it may concern,  
   
  We are in receipt of the complaint initiated by the above-mentioned customer.  
  
  On May 30, 2023 a voicemail was left for the client advising the refunds have been sent to their credit card. 
  
  
  Thank you,
  
  S. Miles
  Customer Relations
  
  

  Customer Answer

  Date: 05/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

  "This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********. " 

  My response:

  Travel World Holding have never left a message to me, not text message, not a phone message, not an email, nothing, never! Since March they owe me this money. 

  Travel World Holding have not reimburse me the $1,133 that they owe me, and that they say they did. 

  Travel World Holding is lying, they are trying to steal my money by lying until I get tired and let them keep my money. 

  Regards,

  *****

   

   

  

  Business Response

  Date: 06/08/2023

  June 8 ,2023
  
  Better Business Bureau
  Complaint #  20111309       
  Re:***************************
  
  To whom it may concern,  

   

  The booking notes advise on 5/31/2023 accounting at NCL is not responding but it looks like the $500.00 cruise certificate will be reissued and subtracted out of total refund amount. Will update but as it stands, the refund is for the $617.36 with another $500.00 as a cruise certificate.

  World Travel Holdings does not hold the customers funds when the cruise is booked the funds are sent directly to the cruise line. The cancel penalities and refunds are per NCL policy and World Travel Holdings does not have control over these policies. 

  Thank you,

  S. Miles

  Customer Relations 

• Initial Complaint

  Date:05/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Completed payments on Jan 20,2023: $134.99 Cruiseseonly,$1,206.00 Holland American Line( Refunded $380.00), $71.36 Travel Protection. The trip was cancelled because snow storm, the flight was cancelled and has been credited.I made a claim to Travel Proction, they terminated ( They told me I better buy it to protect my investment...)

  

  Business Response

  Date: 05/31/2023

  May, 31,2023
  
  Better Business Bureau
  Complaint #  20110152      
  Re:*****************
  
  To whom it may concern,  
   
  We are in receipt of the complaint initiated by the above-mentioned customer.  
  
  Aon did confirm that a claim was filed, and it was denied.  Inclement weather is not a covered reason for cancellation.  If a flight is delayed or canceled due to weather, other benefits may be available such as Trip Interruption or Trip Delay (depending upon the duration of the delay); however, both benefits require that the client eventually join the scheduled trip.  It appears that these clients called and completely canceled once they found out their flights were canceled.  
  
  Thank you,
  
  S. Miles
  Customer Relations

  Customer Answer

  Date: 08/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The cruise would depart at 3pm, we got to be there at 12pm for check in and boarding. I received email about the flight delayed beacauce Snowstorm  and no certain time of change. I wouldn't make it and  had to cancel. 

  

  Business Response

  Date: 08/22/2023

  August 22,2023
  
  Better Business Bureau
  Complaint #  20110152      
  Re:*****************
  
  To whom it may concern,  
   
  We are in receipt of the rejection initiated by the above-mentioned customer.  

  We must reiterate the following information previously stated.

  Aon did confirm that a claim was filed, and it was denied.  Inclement weather is not a covered reason for cancellation.  If a flight is delayed or canceled due to weather, other benefits may be available such as Trip Interruption or Trip Delay (depending upon the duration of the delay); however, both benefits require that the client eventually join the scheduled trip.  It appears that these clients called and completely canceled once they found out their flights were canceled.  
  
  Thank you,
  
  S. Miles
  Customer Relations

• Initial Complaint

  Date:04/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on cruises.com to search for a ********************** that would fit my budget and the days I need to be out and I was able to find one. This was my first time ever considering a ********************** and I never booked one before.I reserved the ********************** on March 23rd and paid for it with my credit card. 15 days prior to the sailing I thought it was time to start registering and downloading the app to get ready for my **********************, thats when I found the terrible honest mistake I did. Never in a million years,I would have guessed that there are one-way cruises and of course, this was not my intention! 2 one-way tickets flying back from ********* to LA, would have cost me more than what I paid for the ********************** itself! I called cruises.com and they contacted the Princess ********************** line to see how they can help me. They did absolutely nothing. They gave me 2 options, lose 70% of my money if I cancel or almost 50% if I rebook for a different ********************** and pay the difference which was still way too much to afford. I am totally aware of their cancellation policy but I never wanted to cancel, I was misledby their confusing website and its a totally honest mistake but I got no sympathy from their end nor a reasonable resolution to show their intention of helping me as a customer.For the website, once you fill-up the search fields, they give you a list of cruises that matches your search preferences. Once you choose one, you see multiple tabs, first one shows you the room options, and the second one is the itinerary which lists all the stops, however, when you choose your room on the first tab, it takes you directly to the passenger's info page and your payment card and that's what I did! All the way to the top it says departure date and return date and not an arrival date. I assumed I am returning to the same port I departed from. I feel I was wrong not checking all the tabs and I am aware of my mistake but it was indeed an honest one and felt I was taken advantage of.Reservation Number is 5J4X3R

  

  Business Response

  Date: 04/17/2023

  April 17, 2023
  
  Better Business Bureau
  Complaint #  19933211     
  Re:*******************
  
  To whom it may concern,  
   
  We are in receipt of the complaint initiated by the above-mentioned customer.  
  
  The customer booked this online without the help of a travel agent. The website clearly indicated the itinerary for the sailing at the time of booking (see attached screenshot of the itinerary of ************ itinerary that is visiable online). 
  
  Attached is the customer's booking confirmation sent on March 23,2023, the date they booked detailing the itinerary to the customer's email address they provided when booking online.  The customer called 19 days later on April 11, 2023, to notify us of the issue with the itinerary.
  
  The penalties set forth by the cruise line are their policy and World Travel Holdings can not override that policy. 
  
  Thank you,
  
  S. Miles
  Customer Relations
  
  

• Initial Complaint

  Date:04/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ***/*****,I am writing to express my deep dissatisfaction and disappointment with the recent reduction in the price of my cruise package. I had booked a cruise for **** through the your website Cruise118.com a month ago, but recently when I want to recommend this deal to my friends, I have just noticed that the price of the same package has been reduced by a huge amount of 470.I understand the price was subjected to change and it was not guaranteed. However this huge reduction in price has not only impacted on finances, but it has also damaged my mood for my cruise travel. I had saved up for months to go on this cruise, and I was looking forward to a relaxing experience. However, knowing that I could have gotten the same package at a much lower cost has made me feel cheated and frustrated as a customer who booked earlier.I booked this ********************** because I wanted to give my whole family especially my little children a memorable experience. However, the current huge reduction in price has now left a sour taste in my mouth and has taken away from the joy and relaxation that I was expecting. Furthermore, I feel that this reduction in price is also unfair to those customers who booked earlier and paid a higher amount. Regarding to this issue, I have already contacted with the customer service team on ***************************** and politely request the company looks into this matter and provides me with a solution that is fair and just however they refused. Therefore I hope by raising this issue here, it would offer me a reasonable compensation for the difference in price. I believe that this is the right thing to do for your customers and for the reputation of your company. I promise I would pay my loyalty to your company and recommend it further to my friends if you could give me a reasonable response and action. I look forward to hearing back from you soon and hope that you will take my complaint seriously. Thank you for your time and consideration.*********,***********

  

  Business Response

  Date: 04/17/2023

  April 17, 2023
  
  Better Business Bureau
  Complaint #  19926705    
  Re:***********
  
  To whom it may concern,  
   
  We are in receipt of the complaint initiated by the above-mentioned client.  
  
  This was booked with World Travel Holdings **************. We sent this was sent to them for research and resolution. 
  
  Please see below their response in communication to their client.
  
  Dear Mr ************************** to our email of yesterday acknowledging your complaint, we have now concluded our investigation into the costing for your booking.
  
  I can completely understand your frustration however from time to time cruise lines may decide to release fluid offers to stimulate sales which are due to supply and demand of the product, its nature of course is perishable. There can be occasions where a more attractive offer becomes available than the one booked and also on occasion where the demand is high the price can increase, and booking earlier would then be a benefit. Unfortunately, any changes made to the cost, once you have made your booking,  are completely beyond our control.
  
  I have looked into the details on your booking and unfortunately for Cruise ***************************************** a loss to the company as we have paid the higher fares to our suppliers.
  
  We work on a live booking system and are therefore only able to quote the best available fare at that moment in time and as such our advice can really only be for our customers to make a booking when they are happy with what is being booked and the price being charged at that time.
  
  I can completely understand your upset, it is very frustrating for us also to find out that the cruise line may have reduced their prices once our customers have booked, thinking, as we do, they have received the very best deal. 
  
  We do value your business and your loyalty and we will always continue to give you the best available fare we possibly can each and every time you enquire/book with us.
  
  Thank you,
  
  S. Miles
  Customer Relations
  
  

• Initial Complaint

  Date:04/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bait and switch. Fake rates on their website, on Sunday, I saw some published rates on their website. On Monday, I went back, the rates were the same and I booked a cruise vacation for September 15-18/2023 on RCC, leaving from *****. I booked a cruise for an Advertised rate of 448 for a balcony. The website demoted me to an interior cabin and I was only aware of it on the confirmation of the reservation email that I received. I read everything and that is the reason I caught it. It didn't even say the interior in the email, it was a 2 digit code that I remember being different than the one I booked on the site. I contacted them right away. They gas lighted me saying that I booked it wrong and they had nothing to do with that and it was my problem and RCC would charge me and they would also charge me to cancel. (RCC told me they have 24 h cancellation rule). After hours of discussion and frustration, they made me pay $100 to cancel (they also told me later on that I could use that to book another cruise). I would hate to do business again but I compromised to be reasonable. They denied vehemently that the website would demote me to a different rate. I called the next day to book the cruise and use the credit and they tell me that the rate that is still advertised to this moment in their website is not available, and that Royal Caribbean's site is not working right. They told me they would have IT change the rate because its no longer available. I tried again today, same rate advertised, no luck. I reached out to someone on chat and I got in writing that and I quote "some rates are capacity-controlled, such as our exclusive rates, meaning that once the rate is booked, the website will go to the next available rate and room type". So they lied to me, cheated me out of 100 dollars, gaslight me and now I have their own attendant confirming what I new all along: they sold me a balcony and delivered an interior cabin without disclosing it.

  

  Business Response

  Date: 04/07/2023

  Thank you for allowing us the opportunity to respond.

  We have no client by this name in our system and no such email address registered in our system.  We have no agent named ********  We do not charge the fees as described.  There is no booking number or invoice number provided to us but we know that this is not our booking based on the preceding information.

  We believe that the customer made this booking through ********************.  We are Cruise.com - a totally separate company.  The customer has filed a complain against the wrong company and needs to be advised to re-address the complaint to the company who actually made the booking and charged her the fee.  Please remove this complaint from our file as this complaint DOES NOT originate from or pertain to our company.

  Thank you.

  

  Business Response

  Date: 04/11/2023

  April 11, 2023
  
  Better Business Bureau
  Complaint #  19906296   
  Re:***************************
  
  To whom it may concern,  
   
  We are in receipt of the complaint initiated by the above-mentioned client.  Customer satisfaction is always our primary concern,   We appreciate your patience, during our review of this matter.  
  
  We have made a one time exception and submitted for refund the $100.00 cancel fee. The refund will go back to the credit card used to pay for it and can take up to two billing cycles. 
  
  
  Thank you,
  
  S. Miles
  Customer Relations

  Customer Answer

  Date: 04/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************