Classic Travel & Tours

Thank you for the opportunity to provide a response to the above referenced complaint which was submitted to yotir office on September 29, During the planning stages of this particular client’s cruise booking, we were subjected to daily queries regarding price adjustments offered by the cruise operator, which we investigated and answered to the best of our abilityThe task of booking a cruise at the lowest possible price was of the utmost importance to this client and our agents fielded questions many times (emails and numerous phone calls) throughout this initial one month planning process The price for the cruise was discounted by the cruise operator ( [redacted] Cruise Lines) a few times, and in each instance a new, an updated price was submitted for the client’s approvalInitially, we informed the client that the prices provided by the cruise line did not include gratuities (see email dated [redacted] )Normally, this client would sail on cruises that required the gratuities to be pre-paid, however, with [redacted] Cruise Lines gratuities are not included in the base fareIt is their policy to “automatically add the recommended gratuities to the guest’s on board Sail & Sign Account on embarkation day” (see [redacted] .com CCL Booking Procedures/Service Gratuities/Tips) [redacted] Cruise Lines also provides access for their guests to view the Passenger Ticket Contract provided on their websiteGuests are encouraged to review the contract and make themselves aware of the contentSection 1; paragraph (b) of the Ticket Contract states, “Cruise Fare’ or ‘Fare’ means the amount paid for the cruise which includes full board, ordinary ship’s food during the voyage, but not gratuities, spirits, wine, beer, soft drinks or mineral waters, shore excursions, salon and spa servires.” We were contacted by the client during his cruise whereby he suggested that we had “miscalculated” the price and that we did not pay [redacted] for the gratuitiesHe continued, stating that we needed to refund him $161— the price of his gratuities Classic Travel and Tours does not provide payment on our clients behalf, we act as an agent intermediary and provide the cruise/tour company the client’s specified method for paymentWe therefore provided [redacted] Cruise Line the client’s recommended credit card for cruise payment, per his instructions Upon his return from the cruise, he then emailed our office stating that he placed a telephone call to [redacted] Cruise Lines and spoke with a representative who said that the fare did iRclude prepaid gratuitiesContrary to this client’s claim, we have contacted the Customer Service Department numerous times, and they indicated each time that this specific booking did not include prepaid gratuities Our goal as a travel agency is to provide professional, knowledgeable service while we assist our clients in planning and arranging trips for their enjoymentWe are sorry that this client did not enjoy his time spent on the [redacted] Cruise due to the misunderstanding on his part and did, in no way, deceive or mislead him Therefore, we are requesting that this complaint be closed and no refund is required from us Please contact my office, if you should have any questions or need additional information Thank you, [redacted] Owner Classic Travel and Tours LLC

Thank you for the opportunity to provide a response to the above referenced complaint
which was submitted to yotir office on September 29, 2014.
During the planning stages of this particular client’s cruise booking, we were subjected
to daily queries regarding price adjustments offered by...

the cruise operator, which we
investigated and answered to the best of our ability. The task of booking a cruise at the
lowest possible price was of the utmost importance to this client and our agents fielded
questions many times (33 emails and numerous phone calls) throughout this initial one month
planning process.
The price for the cruise was discounted by the cruise operator ([redacted] Cruise Lines) a
few times, and in each instance a new, an updated price was submitted for the client’s
approval. Initially, we informed the client that the prices provided by the cruise line did
not include gratuities (see email dated [redacted]). Normally, this client would sail on
cruises that required the gratuities to be pre-paid, however, with [redacted] Cruise Lines
gratuities are not included in the base fare. It is their policy to “automatically add the
recommended gratuities to the guest’s on board Sail & Sign Account on embarkation
day” (see [redacted].com CCL Booking Procedures/Service Gratuities/Tips).
[redacted] Cruise Lines also provides access for their guests to view the Passenger Ticket
Contract provided on their website. Guests are encouraged to review the contract and
make themselves aware of the content. Section 1; paragraph (b) of the Ticket Contract
states, “Cruise Fare’ or ‘Fare’ means the amount paid for the cruise which includes full
board, ordinary ship’s food during the voyage, but not gratuities, spirits, wine, beer, soft
drinks or mineral waters, shore excursions, salon and spa servires.”
We were contacted by the client during his cruise whereby he suggested that we had
“miscalculated” the price and that we did not pay [redacted] for the gratuities. He
continued, stating that we needed to refund him $161— the price of his gratuities.
Classic Travel and Tours does not provide payment on our clients behalf, we act as an
agent intermediary and provide the cruise/tour company the client’s specified method
for payment. We therefore provided [redacted] Cruise Line the client’s recommended
credit card for cruise payment, per his instructions.
Upon his return from the cruise, he then emailed our office stating that he placed a
telephone call to [redacted] Cruise Lines and spoke with a representative who said that
the fare did iRclude prepaid gratuities. Contrary to this client’s claim, we have contacted
the Customer Service Department numerous times, and they indicated each time that
this specific booking did not include prepaid gratuities.
Our goal as a travel agency is to provide professional, knowledgeable service while we
assist our clients in planning and arranging trips for their enjoyment. We are sorry that
this client did not enjoy his time spent on the [redacted] Cruise due to the
misunderstanding on his part and did, in no way, deceive or mislead him.
Therefore, we are requesting that this complaint be closed and no refund is required
from us.
Please contact my office, if you should have any questions or need additional
information.
Thank you,
[redacted]
Owner
Classic Travel and Tours LLC

Review: My partner and I had been watching the prices on [redacted]. We had planed booking the week after labor day but had noticed that the prices were $100 per person cheaper 2 weeks after labor day for the same category cabin and decided to book that week to save money. On June 17, 2014 I logged onto the [redacted] website and went through the steps to book our cruise. Both of us had sailed previously and both were from PA and after choosing room 8445 the grand total for 2 guests, 2 taxes and port fees, and 2 pre paid gratuities was $1472. This was a fantastic rate because the rates fluxuate all the time. I put a courtesy hold on our room and was given a reservation number of [redacted] It should be noted that this was my 11th cruise. 7 gay cruises with Atlantis Events and the rest straight cruises. The gay cruises require you pay the pre paid gratuities up front as part of your fair and when I book straight cruises I always pay it up front so not to be stuck with the additional fees while on vacation. I contacted [redacted] @ Classic Travel And Tours in hopes of saving additional money because he is gay we are gay and he boasted about he could save us on travel besides we had used him to book our cruise in March and he refunded us 5% on the cruise fair and had hoped to get that again. Rick returned my message telling me that the 5% was only for the gay cruises however that we both had a $25 birthday credit and a "price match guarantee" and he could book the same travel for $1421 which was the $60 savings. I gave him my credit card authorization and they booked the room 8441 beside my original room and then when my courtesy hold fell off after 24 hours from [redacted] they changed the room to 8445. I paid those pre paid gratuities up front and wasn't until we were on the cruise on our 3rd day we found out that our travel agent miscalculated and never paid [redacted]. We incurred those expenses while onboard again and paid them twice.Desired Settlement: We are due a refund of $161 for the 2 pre paid gratuties plus the phone calls from Canada as a minimum It totally ruined our week to say the least to fight with the travel agent and have Cynthia tell me I'm confused about what fees we paid. Contacted the owner Rick who refused to return a call. Upon return home I contacted [redacted] and spoke to a customer service rep named Sylvia. I gave her my original booking reservation number and she in fact said that $161 was pre paid gratuities.

Business

Response:

Thank you for the opportunity to provide a response to the above referenced complaint

which was submitted to yotir office on September 29, 2014.

During the planning stages of this particular client’s cruise booking, we were subjected

to daily queries regarding price adjustments offered by the cruise operator, which we

investigated and answered to the best of our ability. The task of booking a cruise at the

lowest possible price was of the utmost importance to this client and our agents fielded

questions many times (33 emails and numerous phone calls) throughout this initial one month

planning process.

The price for the cruise was discounted by the cruise operator ([redacted] Cruise Lines) a

few times, and in each instance a new, an updated price was submitted for the client’s

approval. Initially, we informed the client that the prices provided by the cruise line did

not include gratuities (see email dated [redacted]). Normally, this client would sail on

cruises that required the gratuities to be pre-paid, however, with [redacted] Cruise Lines

gratuities are not included in the base fare. It is their policy to “automatically add the

recommended gratuities to the guest’s on board Sail & Sign Account on embarkation

day” (see [redacted].com CCL Booking Procedures/Service Gratuities/Tips).

[redacted] Cruise Lines also provides access for their guests to view the Passenger Ticket

Contract provided on their website. Guests are encouraged to review the contract and

make themselves aware of the content. Section 1; paragraph (b) of the Ticket Contract

states, “Cruise Fare’ or ‘Fare’ means the amount paid for the cruise which includes full

board, ordinary ship’s food during the voyage, but not gratuities, spirits, wine, beer, soft

drinks or mineral waters, shore excursions, salon and spa servires.”

We were contacted by the client during his cruise whereby he suggested that we had

“miscalculated” the price and that we did not pay [redacted] for the gratuities. He

continued, stating that we needed to refund him $161— the price of his gratuities.

Classic Travel and Tours does not provide payment on our clients behalf, we act as an

agent intermediary and provide the cruise/tour company the client’s specified method

for payment. We therefore provided [redacted] Cruise Line the client’s recommended

credit card for cruise payment, per his instructions.

Upon his return from the cruise, he then emailed our office stating that he placed a

telephone call to [redacted] Cruise Lines and spoke with a representative who said that

the fare did iRclude prepaid gratuities. Contrary to this client’s claim, we have contacted

the Customer Service Department numerous times, and they indicated each time that

this specific booking did not include prepaid gratuities.

Our goal as a travel agency is to provide professional, knowledgeable service while we

assist our clients in planning and arranging trips for their enjoyment. We are sorry that

this client did not enjoy his time spent on the [redacted] Cruise due to the

misunderstanding on his part and did, in no way, deceive or mislead him.

Therefore, we are requesting that this complaint be closed and no refund is required

from us.

Please contact my office, if you should have any questions or need additional

information.

Thank you,

Owner

Classic Travel and Tours LLC