Travisa Visa Service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because Travisa does not practice what they promote- working closely with agents to expedite processingThe company also is not taking responsibility for the slack of their employeeIf my visa had been processed with a yes or no response, I would understand the need to pay for the cost of processing, but I never even got to that point, which makes their whole business philosophy a scam Regards, [redacted]

Travisa received a China visa request for [redacted] on 04/09/ at 12:51pm EST Upon review of the application, we contacted [redacted] , the applicant, on 04/09/ at 1:02pm EST to provide a hotel confirmation which is a requirement established by the Chinese Consulates in Chicago [redacted] advised, she is not staying at a hotel but with friends in ChinaWe requested the following requirement in lieu of hotel confirmation from [redacted] which is established by the Chinese Consulate: ‘An Invitation Letter issued by an individual in China along the photocopy of the ID of the inviterIf the invitation letter is from a Non-Chinese citizen, the ID must be a copy of the valid passport, and a copy of legal status in China is requiredIf the inviter in China is a relative of the traveler, they must provide legal documentation proving family relationship, such as a birth or marriage certificate.’ We informed the applicant on 04/14/at 9:24am EST that we had received the invitations she sent over and her application would be submitted to the consulate that same dayThe application was submitted to the Chinese Consulate on 04/14/ 11:07am EST with the the invitations provided by applicantHowever, the application was rejected on 04/14/at 12:05pm EST by the Consulate of China because the hosts were tourists, not residents in China, thus not eligible to invite the applicant [redacted] was informed on 04/14/ at 1:49pm EST that we will need a hotel confirmation or official invitationThe applicant advised Travisa that her daughter applied through the Consulate of China in Los Angeles who did not request invitationsWe advised the client each consulate has specific requirements for passports and visasThe Chinese consulate in Chicago requires the traveler to provide the invitation from a resident in China or a hotel confirmationAs requested by applicant, we canceled the request and mailed the passport and application back to her on 04/16/at 5:32pm EST On 04/20/at 5:03pm EST, [redacted] called and complained to a manager for discriminatory policies and rejection quotas We assured her neither Travisa nor Consulates practice such policies; approval of the visa is dependent on fulfilling requirements established by the Chinese Consulate in ChicagoThe applicant informed us that she resides in Florida and would like to apply in Houston We advised her that the Houston Consulate does not require the same invite as Chicago, however the Houston Consulate does require a copy of a state issued ID or utility bill to show proof of residency in their jurisdiction The client said she recently relocated to Florida and was unable to show said proof Please note Travisa is a service company onlyTravisa does not issue visas or in any way determine or control the issuance of, or terms and conditions or requirements for visas, all of which is determined and controlled solely by the Consulates of the Embassy of ChinaAll requirements are cleary listed on our website at [redacted] We did not request any item that is not listed on the China visa instruction sheet on our website [redacted] can apply for Chinese visa however she will have to fulfill requirements established by Consulate of China as listed below: Official Invitation from China: A photocopy of the roundtrip airline ticket and hotel reservation or a cruise ticket may be submitted instead of the official invitation from China - OR - An Invitation Letter for Tourist Group or Invitation Letter for Tourist by a Duly Authorized Tourism Unit, or Invitation Letter issued by companies, corporations, institutions and individuals in ChinaIf the invitation letter is issued by an individual in China, the photocopy of the ID of the individual is requiredIf the invitation letter is from a Non-Chinese citizen, the ID must be a copy of the valid passport, and a copy of legal status in China is requiredIf the inviter in China is a relative of the traveler, they must provide legal documentation proving family relationship, such as a birth or marriage certificate A letter of invitation must explain the relationship between the host and the applicant and must include detailed information about the applicant, including full name, gender, date of birth, and passport numberThe letter must also state the purpose of visit, where the applicant will stay, and the date of arrival and departure from ChinaThe letter must indicate who will be responsible for the cost of the applicant’s accommodations in China and information about the inviting host: name of the unit or individual, phone number, address, and if applicable, seal and signature of the legal representative / [redacted] Style Definitions */

On June 30th, our Houston office received application and supporting documents for China visa from [redacted] After reviewing the application, we contacted the applicant to clarify purpose of visit as well as applicant’s permanent addressChina visas are jurisdictional; each consulate has serves selected number of states [redacted] ’s proof of address which is her driver’s license determines which consulate the application is submittedPer clarification received from applicant next day on July 1st, we mailed the application and supporting materials to our office in Washington DC at our costAs July 4th was a Federal holiday, the application was file to Embassy of China on July 5thOn July 7th, the application was returned for clarification on the application which was provided to consulate by obtaining the information on same dayOn July 13th, Embassy requested additional documents and [redacted] was informed immediatelyOn July 14th, we submitted additional documents provided by the applicantAfter further review, the application was returned on July 15th by the Embassy requesting additional documents which are not part of the requirements usually requested by the Consulates or EmbassyApplicant was informed via phone call followed by an email within hours to provide additional documentsOn July 18th, we were informed by [redacted] that she would like to cancel the processPer Travisa’s terms and conditions(attached), no fees are refunded once the process is started however consular fee in the amount of $was refunded to applicantPlease note that each country's requirements for passports and visas and related information are established by sovereign nations and are subject to change without noticeProcessing times and approval of the visa are the prerogative of the Embassy of China and its Consulates and the Travisa does not play a role in the decision making for applications which are submitted to the Embassy and its ConsulatesAfter thoroughly reviewing the timeline and notes on this case, we are unable to provide compensation requested

Dear Revdex.com, We have issued refund in the amount of $to the applicant on September 12, This is the difference in consular fee paid to the ConsulateWe have also contacted applicant directly to provide refund confirmationPlease feel free to contact us if you have any questionsRegards, Travisa

Unfortunately there is rarely a yes or no response from the consulates Travisa is not responsible for the actions or inaction of Embassy/Consular officials and personnelWithout limiting the foregoing, Embassies and Consulates may request revised or additional documentation.We are here to help you navigate the process Our records show you were contacted by your representative when we needed more documentation in order to help process your visaWhen you decided to cancel your visa process, you forfeited your refund as per our terms and conditionsIn good faith, we refunded the consular fees to you however we are unable to provide you additional refundPlease note our refund policy.Refund Policy: If for any reason you wish to cancel a service before your passport and other supporting documents are received by Travisa Visa Service you can do so by sending a written cancellation request to [email protected] will receive a refund of all prepaid fees, excluding non-refundable reservation fees, and less a 6% processing fee for credit card transactionsIf you decide to cancel after your passport and supporting documents were received by Travisa Visa Service no refund will be given and the service will be completedNo service fees, embassy fees, courier fees, shipping charges or any portion thereof will be refunded after the documents have been received and the application process has begunTell us why here

Timeline of case processing details: June 5th --- we received the documents, the itinerary provided was not booked and did not have [redacted] ’s name on itThe hotel info was unconfirmed as well, but Sheila told him that looked OK Client asked Sheila to e-mail him and he would reply with an itinerary June 18h – We had not received any itinerary Avery spoke to [redacted] and told him to send an itinerary as soon as possible and we would get this processed as quickly as we could I told him that we could not say when the visa would be done We advised with an itinerary we dated the 22nd that we would be able to request a same day Avery advised that there was no need to redo his itinerary that the itinerary for the 22nd would be fine Avery e-mailed the client, per his request at the e-mail address that was verified on the phone In this email Avery told him not to change the dates of his flights June 19th --- the client had not sent replied with the itinerary Avery called and left a message at 8:30AM --- called back at 8:and spoke to client Client advised that he did not get emails from the 18thAvery resent them and the client confirmed receipt on 19th The itinerary that was sent was for travel to China on June 24, not the original flight of the 22nd Avery e-mailed the client that with the 24th as the departure to China we could no longer ask for same day processing, but possibly day, and there was not a guarantee that it would be issued that fast E-mailed client again that the visa apps were submitted and the consulate was going to give us day processing The client was issued a year China visa on June As an attempt to make reasonable accommodations to the client request for flight reimbursement we did not charge our service fee or rush fees that were charged by the Consulate I have attached our terms and conditions, which outline that we do not recommend purchasing nonrefundable tickets prior to having the passport and visa in hand [redacted] I did complete an investigation, and determined that there was no basis for reimbursement of additional fees Follow up communication with client regarding investigation of case: July Dear MrRitter, I have taken the time to thoroughly review your application documents for a tourist visa to China, as well as all of the calls, and reviewed emails The application that you filed with the Chinese Consulate, and the request that you submitted with Travisa on your global service order form is for a tourist visa to China The document that you marked itinerary in the original documents that we received noted a date of June We looked in all received email to determine if any email was received with an actual itinerary from you, and none was received On June Avery sent you and email where he specifically stated not to change your flights If the itinerary we received had flights booked for June we could have requested faster, even same day processing, as Avery mentioned in a phone call with you Based on the itinerary that you provided to us the departure date showed June The Chinese Consulate accommodated a day processing time to meet the itinerary that you provided We did not charge the Consulate rush processing fee or the service fee for your case, however the request to reimburse you change fees for a flight will not be accommodated Please feel free to contact me directly if you have any additional questions Regards, Kim Kim C [redacted] Vice President of Operations Travisa Passport and Visa Service###-###-#### [redacted] @travisa.comwww.travisa.com We will remove the clients email from our data base to have no further email communication from the client

I received email and telephone responses from the director of operations Accordingly Travisa issued a refund to my credit card covering the disputed items This resolution is satisfactory to me.
Regards,
*** ***

In regard to the complaint about the processing of a visa to India We filed the completed documents to *** and *** on 5/30/ On our website prior we posted and alert about the processing delays due to the transition of outsourcing companies The
alert is still posted, due to ongoing delays, ***, we follow up on the status of the application daily We filed and paid for the application on 5/30/ We are unable to control that the system was not updated it is beyond our control I have also attached a copy of terms and conditions that when the order was placed with Travisa the client agreed to We provided the service that we were asked to provide, and the client collected the completed visa on 6/12/from our office There is no refund on services fees being issued

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: they did not follow up on the visa and kept me in the blind saying it is being processedAlthough I picked up the visa on 6/after many emails and complaints, the outcome was still unsatisfactory as the visa was obtained hrs prior to my travel
Regards,
*** ***

After my complaint was escalated Travisa was cooperative and reasonableIt is obvious now that Travisa
employees made mistakes in processing my original order and Travisa's first-line Customer Service was obstinate and uncooperative likely in an effort to cover for their errant co-worker which is what prompted my Revdex.com complaint. Once escalated we were able to have a professional and logical dialog with quick and satisfactory resultsI absolutely did send an email to Revdex.com at the address provided on your website to cancel my complaint prior to leaving the voicemail. I am sorry that the ball was dropped causing inconvenience to all three parties
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

***'s statement about a US passport holder not needing a visa to enter Qatar is not correct A Visa is required to enter Qatar for purposes of tourism for US passport holders Currently US passport holders can obtain visas upon arrival to Qatar, however this is subject to change, and Travisa does not recommend getting visas upon arrival Having visas prior to departure help the traveler avoid travel disruptions up to and including being denied entry into a countryI have copied the information from the Embassy of Qatar Website that I provided a link to earlier that shows that visas are required for US passport holders to enter QatarNationals of the following countries can apply for an entry visa upon arrival to Qatar or at the Embassy:
Andorra
Greece
New Zealand
Australia
Hong Kong
Norway
Austria
Iceland
Portugal
Belgium
Italy
San Marino
Britain
Ireland
Singapore
Brunei
Japan
South Korea
Canada
Luxemburg
Spain
Denmark
Liechtenstein
Sweden
France
Malaysia
Switzerland
Finland
Monaco
USA
Hungary
Poland
Turkey
Germany
Netherlands
Vatican
A visa is required whether it be obtained in advance or on arrival As a travel document provider based in the US we are not able to assist with the visa on arrival process, and advise of any changes that could occur to requirements of obtaining a visa on arrival We offer instructions on the process of obtaining visas prior to departure, so that travelers have required entry documents prior to boarding the aircraft to avoid any delays upon entering the country.
We do regret that the Qatar visa could not be obtained prior to departure for *** ***, and did all possible to have the passport with visa returned prior to departure, unfortunately weather closings compounded processing delays, and the visa was issued after the scheduled departure

Our Leadership team has contacted the traveler. A refund of $has been provided in good faith to customer

Our Director Carolina F* spoke to customer on and explained that fees he is disputing were not even charged to him and that no credit is pending. We apologized for the miss communication and delay of explanation. He stated he would contact Revdex.com to retract this complaint

To whom it may concern:
Upon review of the case of a Qatar Visa application for *** *** we have found that we do not falsely
advertise We offer a service to obtain visas prior to departure for clients who are traveling internationally We recommend that clients have travel documents prior to departure to avoid any travel delays up to and including denial of entry into a country.
The process of obtaining a visa prior to departure does depend on the issuance of the visa by the Embassy, and the requirements of approving the visa prior to departure may be different that obtaining the visa on arrival The requirements listed on the Travisa Visa Service website are consistent with the requirements listed and asked for by the Embassy of Qatar when filing an application prior to departure I have placed a link to the visa instruction page from the Embassy site that sites an invitation for tourists, and a bank statement for months is a requirement***
During the month of March when the Visa for *** *** was filed with the Embassy of Qatar there were days of closing due to inclement weather, March 3, 4, and The processing time is normally 6-business days With the weather closings there were additional processing delaysWe did all possible to have ***'s passport with Qatar visa returned to her prior to the scheduled departure, and regret that she had to move her trip, however we are unable to take financial responsibility for Consular processing times and weather closings All clients, upon completing orders, agree to our terms and conditions, which limits our liability for factors that are out of our control I have included below the terms and conditions for the Revdex.com review - bullet point #covers delays caused by weather and bullet point #covers the fact that embassies often have various processing speeds that we are not in control ofPlease feel free to contact me if you have any additional questionsTravisa Terms and Conditions
Requirements and fees related to the processing of passports and visas are subject to change without noticeChanges may include, but are not limited to, changes in embassy consular fees, processing procedures, application forms and documentation required for visa issuanceTravisa is not responsible for such changes or for any loss or delay relating to such changes.When Travisa returns your passport and other documents, it is important that you immediately verify that all visas you require for you trip have been obtained, that the visas for each country you intend to visit are valid for the dates of your visit, and that your passport is valid for at least six (6) months beyond of the completion of you trip.Completed passports and visas are normally sent by ***, U.SCertified Mail, or airline package services and are subject to the conditions set by these companiesTravisa is not responsible for any loss or delays incurred for shipments consigned to these or any other delivery services.
Travisa’s liability in all cases is strictly limited to, and Travisa is not and shall not be liable beyond, the following, regardless of circumstances:
Travisa liability for all loss or damage from any cause or fault whatsoever, including but not limited to loss of or damage to a passport during the course of visa or passport processing, is limited to the actual replacement cost of the passport or $149.00, whichever is lessTravisa reserves the right in all instances to substitute replacement of the documents that had been in Travisa’s care and control in lieu of paymentTravisa will not be liable for any damages, costs and expenses from any cause or fault whatsoever, and including but not limited to liability for travel interruption, changes in travel or prevention or limitation of travel and resulting costs and expenses, whether such damages, costs or expenses be direct, incidental, special, consequential, exemplary or otherwise, and including but not limited to loss of income or profits, in excess of the Travisa service fees paid by customer for visa or passport processing, regardless of circumstances, whether or not Travisa had knowledge that such damages might be incurred and whether or not Travisa may be, or may be responsible for, a contributing causeTravisa will not be responsible in any respect or for any amount for loss or delay caused by events that we cannot or do not control, including but not limited to acts of God, weather conditions, acts of public enemies, war, strikes, civil commotions, or acts or omissions of public authorities (including passport and embassy consular officials)Travisa is not responsible for the actions or inaction of Embassy, Consular and/or U.SPassport Agency officials and personnelWithout limiting the foregoing, Embassies, Consulates and the U.SPassport Agency may request revised or additional documentationIn declining issuance of travel documents, they may not disclose the reason for denial of a visa or a passport or for the request for additional documentationTravisa is not and shall not be responsible for the actions and inactions of Embassies, Consulates and the U.SPassport AgencyProcessing time for visas and passports quoted by Travisa are approximations based on our experience with Embassies, Consulates and the Passport Agency in usual circumstances, and are deemed reliable in most cases but are not guaranteedTravisa is not and shall not be responsible for processing timesEach country's requirements for passports and visas and related information are established by sovereign nations and are subject to change without noticeWhile Travisa strives to provide current and complete information, Travisa cannot and does not guarantee that the information supplied is the most current and completeTravisa is not and shall not be responsible for such informationQualified AcceptanceTravisa reserves the right to decline processing of documents for any reason, including but not limited to incomplete documentation, insufficient processing time, and degree of difficulty in procuring documents due to purpose of travelRefund Policy: If for any reason you wish to cancel a service before your passport and other supporting documents are received by Travisa Visa Service you can do so without any penalties or charges using delete function on our Global Reservation Form when logged in or by calling our service lineYou will receive a full refund of any fees paid for this particular service and for return shipping (if prepaid)However, if you decide to cancel after your passport and supporting documents were received by Travisa Visa Service no refund will be given and the service will be completedNo service fees, embassy fees, courier fees, shipping charges or any portion thereof will be refunded after the documents have been received and the application process has begunNon-refundable tickets or reservations should not be purchased until all visas and passports are secured and in your possessionBy sending an application to Travisa, you accept the above, including but not limited to that Travisa is not liable for any action or inaction of any government body or FOR the performance of any third party delivery company and that Travisa’s liability is limited strictly as set forth above

We apologize for the customer service concern caused with this request. We have processed a refund as customer requested in the full amount requested. Our leader Josh Hill is working to speak to customer directly to apologize and get feedback of how we could have done better.Regards

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as
Answered]
Complaint: ***
I am rejecting this response because I have not yet been contacted by Travisa as stated in their responsePlease advise when you mailed the check out and the mailing ETA.
Regards,
*** ***

[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.]
Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We apologize for the delay in processing the refund check of $290.00. This has been requested this week and will ship UPS to customer.Again our apologies for the delay

Our Washington DC leader has contacted traveler and apologized for issue. A refund of $has been given as of