Cruise Planners

Unfortunately when a consumer does not meet their contracted payment terms, collection activity must begin While our office manager and staff adamantly deny the allegations being brought forth by Ms [redacted] , please be advised that we will perform an internal audit of the account call history Furthermore, it is never our desire to disrupt the work place With this in mind, we have marked the account of Ms [redacted] so that she will receive no further calls from our office at her place of employmentPlease let me know if you need anything further

Complaint: [redacted] I am rejecting this response because: If the concern is me using the future cruise credit, the travel agency can request that [redacted] not provide a future cruise credit then pay me the out of pocket cost of $The penalty amount is what [redacted] offers, not the travel agencyI have no problem with recieving a refund in lieu of future cruise credit since that is what I was told initallyThe travel agency should take responsibility for the terrible customer service and being negligent of my booking and the terms and conditions Regards, [redacted] ***

I will offer [redacted] a refund of the penalty amount withheld by [redacted] rounded up to an even $ Since I would have no way of knowing if the $future cruise credit is used or not I will not offer an "out of pocket" settlement The future cruise credit is hers to use at any time she wishes with a two year period per [redacted] 's terms Once again I'll reiterate that the date on the cancellation letter has no bearing on the date the cancellation was actually processed or the date that the cancellation was initiated, It's simple the date the letter was sent I feel I have adequately addressed all other pertinent issue with regards to this complaint

This man is not telling the facts correctly and if you would like I will gladly forward you all copies of my correspondence with him The fiancé had correspondence with me for months regarding their trip After several months she told me that she had the deposit and sent it to me at which time we deposited on the land portion of the trip At that time [redacted] Vacation required a $per person deposit for the air portion which they also provided I sent them numerous, and I mean numerous invoices from both [redacted] Vacations and myself, in fact when I am done with this email I am going to forward them all to you They had the invoices from my company which clearly stated final payment was due by the end of JanuaryTwo weeks prior to final I sent an email out as a reminder to them about final at which time the fiancé said to me...oh I thought we would get married and pay you the next day..and then leave on the trip on Monday Well that obviously was never going to happen The next part I admit, and have admitted to MrWelch was a slight miscommunication on my part where I called [redacted] vacation trying to help them out some and originally I thought the $portion was refundable, but mind you this was only for a hours period of time and I corrected myself and told them I made a mistake and that even though I made a mistake and spoke wrong in that email it by no means meant that the whole the was wrong This couple was cancelling this trip regardless of this and there was no way they were capable of paying for the trip, which is why they cancelledIn fact I found out they had to cancel and change all of their wedding plans too.I am going to forward you all of the invoices I sent to this couple which clearly state the terms and conditions of the trip they were booking, and again while I was trying to help them out in the end and misspoke for one day, it does not negate the terms and conditions that they originally agreed toJanet [redacted] | Travel Agent [redacted] *** [redacted] | [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted] *** [redacted] Feb (days ago)to ***, me Ok I just hung up the phone with [redacted] , the airfare deposit is in penalty so if you cancel you lose that depositThe land portion is not so you would get that back He said you could move the dates but we would basically be rebooking and days out puts you in june which is a more popular month so prices could be different, I didn't have in price it out yet since I was not sure what you wanted to do Janet [redacted] | Travel Agent [redacted] *** [redacted] [redacted] [redacted] [redacted] *** [redacted] *** **I feel horrible about this, especially because it is your honeymoon of all things When we were talking that day we had talked about rescheduling so when I did call [redacted] and asked about cancelling I asked them specifically about the both the land and air, but I also asked in conjunction with reschedule I never asked about cancelling outright For the record they are willing to reinstate the whole thing but that still puts us back at square one I know Like I said they are also willing to move the $to another trip but I am not sure you want to do that eitherI can do the rail trip but the link you provided just brings me to their general website, are you looking at a specific trip?Janet [redacted] *** [redacted] *** [redacted] * [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ***yeah after I looked at it I would recommend it, who wants a credit, this way you get the money back and yes we can purchase it later so we would just need the money for the airfare deposit I apologize for that I even told the girl on the phone that someone should have told us that, I asked him like times in an email and all times he said just $200.Janet [redacted] | Travel Agent I admit when I called them to talk about cancelling I did not ask them about cancelling outright that I only asked about moving to another date, when I called today to cancel it they told me that it was non refundable if you cancelled outright, none of this would have changed the facts even if I asked them the other day From the day I booked this and sent you an invoice which had the final payment date on it, and I sent you [redacted] 's information which also had the final payment date on it I always check with people a couple of weeks in advance of final so we can avoid problems which is why I sent the notice that final payment was coming up [redacted] had mentioned using her shower money for the trip, but again I assumed she meant wedding shower, not the wedding itself There is no trip that will allow you to book and pay just a few days before you go (unless its a hotel) All trips including airfare, tours, all inclusives all require final payment days prior to the tripWhile I admit that there was a miscommunication in the information, it still would not have changed the facts behind the whole trip or its cancellation policies, and again, [redacted] is more than willing to reinstate the whole trip for you with no penalty, or put your $towards another trip.Janet [redacted] | Travel Agent

She told me multiple times (on October 14th and October 29th) via text that there was a $cancellation fee and everything else would be refundedI requested the cancellation on the 16th of OctoberShe sent me a text on the 30th saying that I would actually be getting cruise credit instead of
the refundThis would have not been an issue with me if she had originally given me that information when I askedThis is not the first issue that I have had with herShe had incorrect information on the invoices sent to me including total amounts, the spelling of my last name and payment amounts. Response: These statements have no bearing on the terms and conditions of the passage contract with *** and errors were corrected when pointed outWe requested cancellation on the 16th of OctoberThe cancellation letter is dated for the 30th. Responses: After multiple attempts to cancel the reservation via ***'s Travel Agent booking engines a trouble ticket was put in and the reservation was formally cancelled in ***'s system on Tuesday Oct 24th. It was explained to ** *** that the date on the cancellation letter has nothing to do with the date the cancellation was actually applied to the reservationI had to text her because she would not answer phone callsSince *** was our travel agent, *** was not able to give me information on my booking or my roomI had to depend on her to provide me with answers to the questions I hadIts hard to know what is on my booking if she doesn't communicate the information to me correctly. Response: *** tells me she stopped answering calls from ** *** because she was being harassed with constant calls at all hours of the day and night.I contacted the owner of the franchise, *** ***ellI sent him the screenshots and the transcript of the conversations I had with ***He refused to give me a refund. RESPONSE: Please see attached response document, at the bottom of the document you'll find ***'s booking terms and conditions. As I explained to ** *** on the phone and via e-mail, the terms clearly stated from time of booking that the deposit was not fully refundable and that any non-penalty remaining balance would be applied as a future cruise credit. Her only response was that "***" must have received (person making original deposit on the booking) but not shared it with her. I had no other recourse than to abide by the cruise line terms and conditions at that point.I then contacted the franchise corporate office and explained what happenedThey let me know that it has to be resolved with ***I am very dissatisfied with the customer service I received from *** and lack of effort from *** to resolve the issue. RESPONSE: I have responded to every e-mail, voice mail and text message from ** ***. *** even got a three way call with a *** Sales rep and ** *** going so the sales rep could attempt to further explain the limitations of the passage contract and ** *** still wasn't satisfied. While her dissatisfaction is unfortunate we remain powerless to meet her demands

Here are all of the invoices I sent direct from my reservation system which again clearly state the final payment date and you will also see the one I sent to them two weeks in advance, I have the email from the fiancé where she tells me she thought they could get married on Saturday and pay me on sunday and leave on Monday. *** *** * *** *** * *** *** *** * *** ** *** *** *** *** *** *** *** *** *** ** *** *** ** *** *** *** *** *** *** *** * *** *** who thinks they can pay for their trip the day before they leave? not to mention the months and months and months of correspondence I have with them dating back to April of 2015. For the record *** agreed to let them reschedule their trip with no penalties at a later date and I offered to take my commission off as a courtesy for everything that had happened and he was having none of that. *** did not have to do that at all they were doing that strictly as a courtesy and considering the total deposit was $that was pretty nice of them. In fact and I have this in an email to them too, *** was willing to give them days to pick a new trip and he was having none of that either. I have so many emails between *** *** and myself and them between Mr*** and myself I will gladly print out or forward to you if you would like.I have been doing this for years and have never had a complaintMy business is strictly referral only and I have a lot of it. I did everything I could to help this couple, and again I do admit in the haste of finding out that they did not have the money to make final payment I had called *** and had originally thought the $was refundable, but hours later they cancelled and I called *** and found out that they were willing to move the $but that it was also non refundable. My mistake was not going to change the outcome of events in this situation. This couple in no way shape or form had the money to pay for this trip and had no business even booking it, *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** ** *** *** *** ** *** *** *** *** *** ** ** *** *** *** ** * *** *** *** ** *** *** *** * *** *** *** *** *** *** **. Every bit of correspondence from *** clearly states the terms and conditions, and it was sent to them on multiple occasions

I will offer ** *** a refund of the penalty amount withheld by *** rounded up to an even $100. Since I would have no way of knowing if the $future cruise credit is used or not I will not offer an "out of pocket" settlement. The future cruise credit is hers to use at any time she wishes with a two year period per ***'s terms. Once again I'll reiterate that the date on the cancellation letter has no bearing on the date the cancellation was actually processed or the date that the cancellation was initiated, It's simple the date the letter was sent. I feel I have adequately addressed all other pertinent issue with regards to this complaint

Complaint: ***
I am rejecting this response because:The travel agent should not have made that many errors when it came to my bookingNot knowing the payment amounts, total amounts and terms and conditions means that she is negligentThe travel agent's purpose is to be the expert on travel arrangements, know all my booking information (including terms and conditions) and be the liaison between me and ***. The travel agency claims that the cruise was officially cancelled on the 24th when the cancellation document states the 30thI asked *** how long it takes to process a cancellation and they said it processes immediatelyIf it did cancel on the 24th, then why wasn't I contacted then about the misinformation on the refund at that point in time? *** also stated that travel agencies could have their own terms and conditions not related to ***sWhen *** told me I would be getting a refund, I had no reason to question her especially since it was stated twice via text which is a binding agreement.At no point did I ever harass *** by calling her all hours of the day and nightAll phone calls were made during the travel agency business hoursWhen I stated that *** wouldn't answer phone calls, I was referring to before the text messages beganThe first text message ever sent between me and *** was initiated by her and said" I got your message...." indicating that I called and left a voicemail because she did not answer. The last time I ever talked to *** was during the conference call with *** which was the only time *** could give me any information about my particular bookingI immediately called *** after that telling him that I didn't want to speak with *** anymore and I have not contacted her sinceThe travel agency can look at ***'s phone records as documentation. The travel agency does have another recourseThey could provide me with the refund they promised without going through ***. The customer service has been terrible and at the very least, I would have expected them to offer a discount on a cruise or additional cruise credit to make up for ***'s negligence but they refuse to take responsibility.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to me
Regards,
*** *** I would also like to mention that as of today Sept.28, 2017@ about 3:I had a harassed and threatening call from a *** *** claiming to be Supervisor of Surety Finance Company and again disclosing information and demanding My Manager to tell me to go pay them off and if I were to call the Revdex.com again that they were going to call My Supervisor and I would get in a lot of troubleI wish I had a recorder to present evidence of this matterI do have witnesses which is my manager who was told all my personal business again and my co -workerI’m going to take further actions as far as getting a lawyer involvedI believe this company has disclosed too much information about meWhich they have not obey the Fair Debt Collection Practice Act[15USC1692C]section 805(C)I thank you Revdex.com for your concern and prompt attention on this matter

She told me multiple times (on October 14th and October 29th) via text that there was a $cancellation fee and everything else would be refundedI requested the cancellation on the 16th of OctoberShe sent me a text on the 30th saying that I would actually be getting cruise credit instead of
the refundThis would have not been an issue with me if she had originally given me that information when I askedThis is not the first issue that I have had with herShe had incorrect information on the invoices sent to me including total amounts, the spelling of my last name and payment amounts. Response: These statements have no bearing on the terms and conditions of the passage contract with *** and errors were corrected when pointed outWe requested cancellation on the 16th of OctoberThe cancellation letter is dated for the 30th. Responses: After multiple attempts to cancel the reservation via ***'s Travel Agent booking engines a trouble ticket was put in and the reservation was formally cancelled in ***'s system on Tuesday Oct 24th. It was explained to ** *** that the date on the cancellation letter has nothing to do with the date the cancellation was actually applied to the reservationI had to text her because she would not answer phone callsSince *** was our travel agent, *** was not able to give me information on my booking or my roomI had to depend on her to provide me with answers to the questions I hadIts hard to know what is on my booking if she doesn't communicate the information to me correctly. Response: *** tells me she stopped answering calls from ** *** because she was being harassed with constant calls at all hours of the day and night.I contacted the owner of the franchise, *** ***ellI sent him the screenshots and the transcript of the conversations I had with ***He refused to give me a refund. RESPONSE: Please see attached response document, at the bottom of the document you'll find ***'s booking terms and conditions. As I explained to ** *** on the phone and via e-mail, the terms clearly stated from time of booking that the deposit was not fully refundable and that any non-penalty remaining balance would be applied as a future cruise credit. Her only response was that "***" must have received (person making original deposit on the booking) but not shared it with her. I had no other recourse than to abide by the cruise line terms and conditions at that point.I then contacted the franchise corporate office and explained what happenedThey let me know that it has to be resolved with ***I am very dissatisfied with the customer service I received from *** and lack of effort from *** to resolve the issue. RESPONSE: I have responded to every e-mail, voice mail and text message from ** ***. *** even got a three way call with a *** Sales rep and ** *** going so the sales rep could attempt to further explain the limitations of the passage contract and ** *** still wasn't satisfied. While her dissatisfaction is unfortunate we remain powerless to meet her demands

Complaint: ***
I am rejecting this response because:The travel agent should not have made that many errors when it came to my bookingNot knowing the payment amounts, total amounts and terms and conditions means that she is negligentThe travel agent's purpose is to be the expert on travel arrangements, know all my booking information (including terms and conditions) and be the liaison between me and ***. The travel agency claims that the cruise was officially cancelled on the 24th when the cancellation document states the 30thI asked *** how long it takes to process a cancellation and they said it processes immediatelyIf it did cancel on the 24th, then why wasn't I contacted then about the misinformation on the refund at that point in time? *** also stated that travel agencies could have their own terms and conditions not related to ***sWhen *** told me I would be getting a refund, I had no reason to question her especially since it was stated twice via text which is a binding agreement.At no point did I ever harass *** by calling her all hours of the day and nightAll phone calls were made during the travel agency business hoursWhen I stated that *** wouldn't answer phone calls, I was referring to before the text messages beganThe first text message ever sent between me and *** was initiated by her and said" I got your message...." indicating that I called and left a voicemail because she did not answer. The last time I ever talked to *** was during the conference call with *** which was the only time *** could give me any information about my particular bookingI immediately called *** after that telling him that I didn't want to speak with *** anymore and I have not contacted her sinceThe travel agency can look at ***'s phone records as documentation. The travel agency does have another recourseThey could provide me with the refund they promised without going through ***. The customer service has been terrible and at the very least, I would have expected them to offer a discount on a cruise or additional cruise credit to make up for ***'s negligence but they refuse to take responsibility.
Regards,
*** ***

Complaint: ***
?
I am rejecting this response because:
If the concern is me using the future cruise credit, the travel agency can request that *** not provide a future cruise credit then pay me the out of pocket cost of $The penalty amount is what *** offers, not the travel agencyI have no problem with recieving a refund in lieu of future cruise credit since that is what I was told initallyThe travel agency should take responsibility for the terrible customer service and being negligent of my booking and the terms and conditions.?
Regards,
*** ***?

Complaint: [redacted]
 
I am rejecting this response because:
If the concern is me using the future cruise credit, the travel agency can request that [redacted] not provide a future cruise credit then pay me the out of pocket cost of $400. The penalty amount is what [redacted] offers, not the travel agency. I have no problem with recieving a refund in lieu of future cruise credit since that is what I was told initally. The travel agency should take responsibility for the terrible customer service and being negligent of my booking and the terms and conditions. 
Regards,
[redacted]

This man is not telling the facts correctly and if you would like I will gladly forward you all copies of my correspondence with him.  The fiancé had correspondence with me for months regarding their trip.  After several months she told me that she had the deposit and sent it to me at...

which time we deposited on the land portion of the trip.  At that time [redacted] Vacation required a $350 per person deposit for the air portion which they also provided.  I sent them numerous, and I mean numerous invoices from both [redacted] Vacations and myself, in fact when I am done with this email I am going to forward them all to you.  They had the invoices from my company which clearly stated final payment was due by the end of January. Two weeks prior to final I sent an email out as a reminder to them about final at which time the fiancé said to me...oh I thought we would get married and pay you the next day..and then leave on the trip on Monday.  Well that obviously was never going to happen.  The next part I admit, and have admitted to Mr. Welch was a slight miscommunication on my part where I called [redacted] vacation trying to help them out some and originally I thought the $400 portion was refundable, but mind you this was only for a 24 hours period of time and I corrected myself and told them I made a mistake and that even though I made a mistake and spoke wrong in that email it by no means meant that the whole the was wrong.  This couple was cancelling this trip regardless of this and there was no way they were capable of paying for the trip, which is why they cancelled. In fact I found out they had to cancel and change all of their wedding plans too.I am going to forward you all of the invoices I sent to this couple which clearly state the terms and conditions of the trip they were booking, and again while I was trying to help them out in the end and misspoke for one day, it does not negate the terms and conditions that they originally agreed to. Janet [redacted] | Travel Agent [redacted] | [redacted]

I will offer [redacted] a refund of the penalty amount withheld by [redacted] rounded up to an even $100.  Since I would have no way of knowing if the $400 future cruise credit is used or not I will not offer an "out of pocket" settlement.  The future cruise credit is hers to use at any time she wishes with a two year period per [redacted]'s terms.  Once again I'll reiterate that the date on the cancellation letter has no bearing on the date the cancellation was actually processed or the date that the cancellation was initiated, It's simple the date the letter was sent.  I feel I have adequately addressed all other pertinent issue with regards to this complaint.

Unfortunately when a consumer does not meet their contracted payment terms, collection activity must begin.  While our office manager and staff adamantly deny the allegations being brought forth by Ms. [redacted], please be advised that we will perform an internal audit of the account call...

history.   Furthermore, it is never our desire to disrupt the work place.  With this in mind, we have marked the account of Ms. [redacted] so that she will receive no further calls from our office at her place of employment. Please let me know if you need anything further.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted]
[redacted]Feb 17 (5 days ago)to [redacted], me Ok I just hung up the phone with [redacted], the airfare deposit is in penalty so if you cancel you lose that deposit. The land portion is not so you would get that back.  He said you could move the dates but we would basically be rebooking and 60 days out puts you in june which is a more popular month so prices could be different, I didn't have in price it out yet since I was not sure what you wanted to do.  Janet [redacted] | Travel Agent [redacted]  [redacted] **I feel horrible about this, especially because it is your honeymoon of all things.  When we were talking that day we had talked about rescheduling so when I did call [redacted] and asked about cancelling I asked them specifically about the both the land and air, but I also asked in conjunction with reschedule I never asked about cancelling outright.  For the record they are willing to reinstate the whole thing but that still puts us back at square one I know.  Like I said they are also willing to move the $400 to another trip but I am not sure you want to do that either. I can do the rail trip but the link you provided just brings me to their general website, are you looking at a specific trip?Janet [redacted] * [redacted]yeah after I looked at it I would recommend it, who wants a credit, this way you get the money back and yes we can purchase it later so we would just need the money for the airfare deposit.  I apologize for that I even told the girl on the phone that someone should have told us that, I asked him like 3 times in an email and all 3 times he said just $200.Janet [redacted] | Travel Agent I admit when I called them to talk about cancelling I did not ask them about cancelling outright that I only asked about moving to another date, when I called today to cancel it they told me that it was non refundable if you cancelled outright, none of this would have changed the facts even if I asked them the other day.  From the day I booked this and sent you an invoice which had the final payment date on it, and I sent you [redacted]'s information which also had the final payment date on it.  I always check with people a couple of weeks in advance of final so we can avoid problems which is why I sent the notice that final payment was coming up.   [redacted] had mentioned using her shower money for the trip, but again I assumed she meant wedding shower, not the wedding itself.  There is no trip that will allow you to book and pay just a few days before you go (unless its a hotel) All trips including airfare, tours, all inclusives all require final payment 60 days prior to the trip. While I admit that there was a miscommunication in the information, it still would not have changed the facts behind the whole trip or its cancellation policies, and again, [redacted] is more than willing to reinstate the whole trip for you with no  penalty, or put your $400 towards another trip.Janet [redacted] | Travel Agent