Eco Travel Ltd

Initial Business Response /* (1000, 10, 2015/08/20) */
***Document Attached***
Dear sir,
Thank you for contacting us regarding clarification in this matterPlease find below our answer in point form:
Mr*** contacted us regarding the arrangement for his flight and visa processing to Saudi
ArabiaWe gave him a quote and upon approval, he deposited the money in our bank accountWe then issued the ticket on Saudi Airline and sent him an email with the e-ticket information
A month later he sent us his passport for visa processingThe processing time is not in our hands, as we act as agents only and we cannot guarantee approval of visa nor could we tell about specific time the embassy would issue the visa
Mr*** advised one of our colleagues that he did not want his passport to be sent back to Yellowknife as he would be departing from Calgary and he would then send us an address in Calgary to which we can send his passport prior to travel date on July
The embassy issued his visa on June 22, We received the passport on June 26,
We contacted Mr*** using the ONLY NUMBER that he put on the application, which later appeared to be a dispatch number and not his direct numberOur clerk got very confused as to how he would speak to a dispatch as the operator kept on telling him this was not Mr ***'s numberHe did not have any other phone number on the application to reach him at (a copy of application attached)He might have contacted Mr***, the director, on his cell before as he said in his complaint but it was not kept on the record as we only follow the application signed by the applicant
On contacting the dispatch number we left a message for Mr*** to call us urgently on our office number *** or XXXXXXXXXXBut unfortunately we did not receive a call back
Mr*** sent us a copy of phone bill showing the call records, and upon reviewing we found the following:
- He only called XXXXXXXXXX on 9:am and 9:when the agency is closed and he did not leave a message
- He only called once on June at 13:but left no message
- Between June and July he made no calls which means he never attempted to call us after he arrived Calgary on July
- He made several calls on July and he left messages after the flight departedHe also left a message in Arabic in which he asked if his flight was today (July 6) at night or tomorrow (July 7)
My colleague explained to him that he called very late, after the flight departed when we were making several attempts to reach him at the only number we hadWe offered him to change his ticket with additional cost but he refusedHe did not take any responsibility in any way
We explained to Mr*** few times that we could not speak to the dispatch about confidential matter regarding his passport, but he did not seem to understand the act of confidentiality that we are bound to respectHad he been in Calgary and knowing his flight on July 6, and we - as he claims - not answering the phone, he could have taken a bus and receive his passport in hoursBut even after reviewing his phone bill we could only find calls, of them before work hours
When our colleague asked to speak to the airline, it was simply to seek information about how much it would cost to change the ticket for the next available dateWhen telling him "impossible" it was referring to Mr*** trying to fly on the same airline, the same date, after the flight had departed and no connection was available
We offered Mr*** complimentary change to his flight to Khartoum, but he refusedHe insisted on full refund while his visa issued, and he requested cancellation for his ticketSince we act agents only we had to charge Mr*** the cancellation penalty as well as the visa processing feeWe are not responsible for passengers failing to provide us with complete information about their contact
While we totally understand Mr*** frustration, we find no ground for him to accuse us of "theft" especially that we have exhausted our effort to get him partial refund