Complaints

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:02/12/2024

  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.

  On Nov 20, 2024, we paid 6K CAD to RT Vacations for a vacation package, including flights with ** and accommodations from Nov 20-27, 2024. To date, we have received no flights, no hotel, and no refund. Instead, we’ve been passed between RT, **, and **, with each company evading responsibility and providing conflicting answers, leaving us with no resolution or accountability. Nov 20, 2024: Flight Cancellation and APPR Violations At 6:37 AM on Nov 20, ** informed us less than 3 hours before departure that our 9:15 AM flight was canceled due to unscheduled aircraft maintenance. This late cancellation violates the Air Passenger Protection Regulations (APPR), which mandate airlines provide at least 14 days' notice for cancellations, unless extraordinary circumstances exist. **'s failure to comply with these regulations is a direct violation of our consumer rights. We immediately contacted RT and **, both of which washed their hands of the situation. **’s alternative flight, a 12-hour layover in Kelowna with delayed departure, was an unreasonable and unacceptable solution. It failed to meet APPR standards, and no other flight options were offered, despite availability on Nov 21. Nov 21, 2024: Unacceptable and Conflicting Responses On Nov 21, RT offered new vacation dates, but when we agreed, we were told those dates were no longer available. Further communication confirmed we were eligible for a refund, yet no action was taken by any company. By Nov 27, 2024, we still had no refund, no alternate vacation options, and no confidence that the situation would be resolved. * ******* ** ********* *** ********* ****  We have been ******* out of nearly $6K. After spending over 10 hours on the phone, none of the companies involved has offered a solution or viable compensation. This is clear fraud and gross negligence on the part of RT, **, and **. They failed to honor their obligations, ignored consumer protection laws, and refused to provide suitable compensation.

  Business Response

  Date: 16/01/2025

  Ms. ****** *******’s Better Business Bureau claim was forwarded to our agency on Friday, January 10, 2025, and our response is below for your review.  
  We are truly sorry for the challenges Ms. ****** ******* experienced due to the cancellation of her flight and any dissatisfaction with the responses from the airline and tour operator. Unfortunately, the airline’s rescheduling options were limited given the last-minute nature of the change. Additionally, the tour operator attempted to secure availability at the original hotel and several others but faced challenges in aligning with the revised travel dates.
  Since airlines and tour operators function independently, coordinating changes can be difficult despite efforts to ensure a seamless travel experience. In such scenarios, travelers may need to consider alternative solutions, such as adjusting travel dates, accepting partial refunds, or seeking compensation from the airline under applicable passenger protection regulations.
  We hope you understand that our agency is limited in responding to issues managed by our suppliers, as we do not own, operate, manage, or control any airline or tour operator. We serve as a liaison between our clients and the tour operator, who assembles the vacation package, including flights and hotel accommodation.
  We have confirmed that the reservation was made online. Our Terms & Conditions, which clients accept prior to travel, explicitly state our non-liability regarding third-party suppliers. It is the responsibility of clients to read, understand, and accept these Terms & Conditions before finalizing their online booking. By purchasing the vacation package through the tour operator and our agency, clients agree to the Terms & Conditions of our website and those of the tour operator. In the case of an airline flight cancellation, the tour operator does not offer refunds for the hotel portion of the package, as specified in their Terms & Conditions. This position was communicated and accepted by the clients at the time of booking.
  Ms. ****** *******’s traveling companion and lead passenger on the reservation, whose contact details were provided during the online booking process, has been given instructions on how to seek financial compensation through the airline under the Canadian Air Passenger Protection Regulations (APPR).   We suggest this process is completed for the claim to be reviewed and responded to.  Additionally, we informed her that travel insurance can be a valuable resource for covering disruptions and additional costs. Since travel insurance was not purchased through our agency, we suggested contacting their insurance provider to verify if their policy covers trip cancellation, which could potentially provide a refund for the hotel portion of their reservation.
  We sincerely apologize for any disappointment the clients have encountered. While we understand this may not undo the distress experienced, our regret is heartfelt. Please be assured that we value their business and are committed to providing our best intentions at all times.
  

• Initial Complaint

  Date:21/02/2024

  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.

  I originally booked a hotel in Toronto through redtag on Oct 11, 2023. I needed to add an extra night but was unable to do so as the ability to login into my account was disabled. I was told I would have to do this through email, by making a new reservation and redtag would cancel my original. I asked if I could cancel and just rebook through *******, as redtag advertised my rate as “100%” refundable. Despite this I was told I’d be charged cancelation fees so I just opted to rebook with redtag. I was comparing my new and old invoice and noticed that tax was presumably included in the price originally but was added on in the new invoice. I checked a few other third party booking websites as the prices are typically the same throughout all and noticed that on other websites, the final price including tax and fees is the same price as my new booking BEFOR redtag added on sales tax. **** ***** ** ** ******* **** ******* ****** *** *** ******** ***** ***** ** ******** ************ ****** * ******* ** ********* ** **** ****** ** *** ****** ******** *** ** ***** ** **** ** ********** *******

  Business Response

  Date: 01/03/2024

  Thank you for allowing us to address Ms. ******* *******’s concerns. It is important to clarify that our agency does not determine the pricing of travel products or how taxes are displayed. The hotel consolidator we collaborate with sources reservations from various booking engines. The approach to taxes and fees can differ among booking engines based on their individual policies and practices.  We value Ms. *******’s business and assure you of our very best intentions at all times.

• Initial Complaint

  Date:02/01/2024

  Type:Sales and Advertising 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.

  Date of transaction: Booked June 27th, 2023. For a vacation spanning December 16-23rd, 2023. Cost: 1800 Plus taxes Issues: COMPANY DID NOT COMPLY WITH CONTRACTUAL OBLIGATIONS. Decided to go on a solo trip this year to Varadero. Being that I have been to Cuba before, I knew slightly what I was in for and what to expect. Unfortunately, this story only gets worse. I paid quite a lot to fly from *** to ***- more than what you would expect from a trip to Cuba. I thought since I was booking into a 4 star, that may explain the price. I was wrong. On the first night of arrival, I was checked into an ice cold room with only one thin sheet as a blanket. I am from Canada, so I can with stand the cold but even when you turn the AC off it was still cold. The walls were molding from water damage, and my towels had blood spatters on them. If this didn't make me want to shower, the no hot water definitely solidified that decision for me. It was only on the second last day that we had hot water. Sometimes, we didn't have running water at all. I would turn the tap on and nothing would come out. This made it quite unpleasant to shower. I think it's quite disturbing when you are on vacation and dreaming of being at home. Additionally, the same selection of food was served everyday and reused for the next meals. Being a professional sous chef, that was very clear to me. We also found stones in our food!!! Could you imagine chipping or cracking a tooth in Cuba? A literal nightmare. The staff (for the most part) were unpleasant unless you gave them money. One staff members even started asking me to go into town and buy her clothes. I was a bit taken back by that because not only do I tip well (especially coming from the food service industry) but I also bring gifts such as children's toys, makeup, and toiletries as something special for them. I will certainly not be back to this resort, or any Iberostar resort as this has left me with a bad taste in my mouth. The last thing I need to mention is, as a solo female traveler please be aware of the intentions of men around the resort. Many were very pushy and made me feel uncomfortable so its important to be aware of your surroundings.

  Business Response

  Date: 05/01/2024

  Thank you for forwarding Ms.  *** ********’s concerns.  We are very sorry to hear she encountered any upset during her vacation.  We have contacted Ms. ******** to advise of the proper procedures for submitting a customer service claim. 

  Customer Answer

  Date: 08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have NOT been contacted in any way by Red Tag. Have one of your associates reach out to me at ***********@*****.com, OR by telephone 1-************.
  
  Sincerely,
  
  *** ********

  Business Response

  Date: 11/01/2024

  Good morning, our records show that an email was sent to Ms. ******** on Friday, January 05, 2024, to email address ***********@*****.com.  Please have Ms. ******** check her Junk/Spam folder.  Thank you.

  Customer Answer

  Date: 11/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Please have Red Tag correspond with ******* Vacations, and have them get in contact with me. 
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:05/12/2023

  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 booked a holiday to Nevada from Toronto covering Dec 18-25th, 2023. The booking was made online today Dec 4th 2023 at 13:24 EST. I selected this company because they described their pricing as including fees and taxes. The were menu options before making payment for me to decline additional services and NOTHING, ABSOLUTELY NOTHING about me having to pay a resort fee in addition to the cost of the trip I was about to book. After giving the online merchant my credit card, they presented me with a summary that read underneath services declined and payment information, "mandatory information". This information box was only now telling me that I would be required to pay 35USD per day per room of resort fee directly to the hotel upon arrival. This was not what I signed up for. I expected such a fee if it existed to be included in the price I had paid and to boot, my trip was paid in Canadian dollars but this resort fee was in USD. I called Redtag' phone immediately at 13:27 and stayed holding on the phone for an agent to come online. After 2 hours and 10 mins, an agent named Edwin came online and he said they can't refund the entire amount i paid as I had requested. He continued , saying that there would be a $250 non refundable amount. This was not what I signed up with. My trip was for 7 days and USD 35/day is almost half of the total cost in Canadian dollars of the Flight and Hotel package I had booked with them. I want this company to fully refund my money post haste. I declined all things that were offered to me and if they had a resort fee as extra, it should have been in a box for explicit acknowledgment or decline prior to providing or while confirming payment not after. The same thing applies to a supposed non-refundable amount of $250 all within the same day; within minutes of booking. **** ** * ************ *************** ****** ******* 

  Business Response

  Date: 06/12/2023

  Thank you for bringing this to our attention.  We will reach out to Mr. ***** to discuss and address his concerns.

  Customer Answer

  Date: 06/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me with the following exceptions/reservations:

  - Mandatory disclosure about resort fee is grossly insufficiently presented for explicit consent by consumer

  - resort fee of $35 USD/ day was folded into a paragraph that begins with " Reviewing Aircraft equipment..., Age and photo identification"
  

  - I would highly recommend that this Mandatory information box had information about resort fee be arranged in item instead of folding it into a long running misdirecting paragraph and it should have a  check box just for it alone.
  Example " I consent to and additional cost of $35 USD /day, of Resort Fee, payable to directly to the hotel" -" Check"

  - If customer doesn't check the transaction should not be permitted.

  I can't see why **** *** will require the disclosure without it being understood, and specifically agreed to by the customer. If the intention was to inform, then do the informing well.

  
  - Consider providing a live chat support that can see the transaction the customer is performing and aid them 'live' in a referenceable way since getting your people on the phone takes extremely long
  I should like to see that in addition to your welcome offer to cover the cost of my resort fee, that you commit to taking these feedback to your personnel or team responsible for how these disclosure appear on your website during an online transaction.
  
  Lastly, I started escalating this concern to as many legitimate places as I could because of the automated email I received from RedTag which i received from **********@*****************.com at 1:33PM  Dec 4, 2023. It read in part
  "Due to high volume of emails, please allow up to 10 business days for your request to be actioned. Please refrain from sending multiple emails for the same inquiry...if you are looking to cancel your reservation.....please call us for immediate assistance"
  
  - 2 Hours wait is not immediate
  - Misinformation by the agent on the phone from Call Management Centre, that cancellation cannot be done within 24 hours without penalty of  withheld fee of $250 after the two hour wait was unfortunate.

  Thankfully you clarified that I should have been eligible to full refund within the 24 hours contrary to what the agent from the India call handling centre informed me over the phone. Observably, I received the correct information well after 24 hour period and only because a complaint was pursued on BBB. Whereas, emails had been sent to RedTag directly and appeared to go unattended.

  Grateful to BBB for this forum for resolution. I am also grateful that RedTag is accredited here and takes it's responsibility with BBB seriously. I appreciate Deborah M.' reasonableness in solution. This is better than a refund. This is very good.
  Sincerely,
  
  ****** **

• Initial Complaint

  Date:01/12/2023

  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.

  On November 28, 2023, Redtag.ca had advertised on their website, an all inclusive trip to the *********l Cozumel through ******** vacations, for $1612 per person for the travel dates of January 11 - 18, 2024. I checked their website on November 29 and the price was still $1612 per person for the travel dates of January 11 - 18, 2024, so I decided to phone them and book this vacation. The person that answered the phone told me the price had gone up. I tried to explain to the person that I had just looked at their website and had immediately phoned to book the vacation. I also told them that advertising a low price and then stating that the price is much higher when you phone them is very misleading, and was in fact, ***** ***********. I then told them that I would not be dealing with Redtag.ca ever again and hung up. After I hung up, I went back to their website and this vacation was still showing as $1612 per person. * **** ******** * ********** ** *** ********** *****.

  Business Response

  Date: 05/12/2023

  Thank you for allowing us an opportunity to provide a response to the concerns expressed by Mr. ***** ********.  Our site is live and connected directly to the tour operators, airlines, cruise lines and consolidators. All prices displayed during an online search are based on cached data that can be a few hours old. The ********** *** ******** ******** **** *** ******* the area where it has a button to click which states “Continue”.  It is the last screen before the booking is confirmed where a third-party supplier’s software accesses live pricing and inventory.   Please be assured, we update our web site regularly but if the tour operator has not refreshed their pricing and inventory then the information on our site will remain unchanged. We value Mr. *******’s business and assure you of our very best intentions at all times....

  Customer Answer

  Date: 06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I would like to thank red tag for enlightening me on how the system works. It appears to be a very flawed system. However, the fact of the matter is that red tag is advertising a price on the first page of a specific vacation that may or may not be accurate. The second page also shows the same price as the first page. If it is not accurate, then that constitutes ***** *********** and misleading the consumer to believe that this is the price they are going to pay. The consumer should not have to click through several pages to find out the accurate price. Perhaps that when the tour operator, airline, cruise line etc. changes their price, then it should be immediately reflected on the first page of the specific vacation to eliminate any discrepancy in the actual price. 
  Sincerely,
  
  **** ********

  Business Response

  Date: 07/12/2023

  We are sorry to hear that you are disappointed with our response.  You have our assurance we try to be responsive when any problem is brought to our attention and appreciate the feedback you have provided.

• Initial Complaint

  Date:20/11/2023

  Type:Customer Service 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.

  Red Tag has not responded with a call to discuss the issue of non delivery of my fully paid for vacation. I have made multiple requests for a call back and have to date not received the call.

  Business Response

  Date: 21/11/2023

  Yesterday, an email was sent to Mr. ******** where we requested a detailed account of the events that occurred during his vacation. This information will allow us to act as an intermediary with the tour operator, through whom his vacation package was booked, as they hold contracts with the airline and hotel. We emphasized the importance of receiving a written account to ensure clarity among multiple departments reviewing his comments and to prevent any miscommunication throughout the process. We are currently awaiting his response.

  Customer Answer

  Date: 21/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have repeatedly asked for verbal communications from this business and they refuse to call. I did call them during our stay at the resort and they told me the ***** representative would sort this out. The representative said they could do nothing. 

  This issue is related to RedTag not providing my spouse and I with the full number of days vacation we'd paid for. 
  

  As I indicated earlier to them and in my BBB complaint an "in store credit" of a mutually agreed amount  reflective of the cost of one days price of our vacation to be applied towards our next holiday would get this issue off all of our plates. 
  

  Once again here, I will ask for a response from this vendor in the form of a voice call from a person able to negotiate a settlement 
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 28/11/2023

  Hello 

  I feel that RedTag has been untruthful with the BBB regarding this issue.

  I have reached out to them MULTIPLE times regarding this issue, by email, telephone and social media/messenger. 
  

  they have been asked several times to contact me by phone. 
  

  to date they have not once responded with a call. 
  

  I have pasted one of their replies to myself, it's just fluff. 
  

  Here's another promising a conversation that to date they have failed to have with me.

   

  Hello ******,
  
  Once you return, we can certainly have the requested conversation you've mentioned.
  Our customer service team will absolutely discuss your concerns & feedback.
  How's the resort, did you get any changes made with your room? are you enjoying the beach & the beautiful weather?
  
  Chat soon, ***** ??

  In my opinion RedTag are liars, messaging me, making promises that they have shown by their behaviour that they have no intention of keeping. 
  

  Is it too much to ask for a call from a business that we have spent 1000's and 1000's of dollars at?

  regards  

  ****** 

   

  Business Response

  Date: 05/12/2023

  We can appreciate Mr. ********’s request for a phone call to discuss his concerns. Due to the nature of Mr. ********’s concerns, we require a written account of what transpired during his vacation as this will be forwarded to the tour operator who will review with their contracted suppliers.   Unfortunately, it is challenging for us to directly address issues that occur within the purview of suppliers, as we do not own, operate, manage, or control any tour operator, airline, hotel etc. Rather, we serve as a bridge between our clients and the tour operator.  We have reached out to Mr. ******** by email as well as responding to his BBB complaint, advising that given the fact that multiple individuals from various departments will be reviewing his comments, it is essential that we receive a written account from Mr. ******** to prevent any miscommunication at any stage of the process.  

  Customer Answer

  Date: 05/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  My issues have been communicated to RedTag, by message and telephone. I bought this trip from RedTag, their service provider has told me they will do nothing and referred  me to RedTag.

  ** ** ******* ****** ** ***** ** *** ****

  Sincerely,
  
  ****** ********

  ************

  Customer Answer

  Date: 06/12/2023

  I have again emailed RedTag with my request. 
  

  I want to say again that it is my opinion RedTag is providing ********** information to the BBB in relation to this matter. 
  

  This could be simply resolved if they would engage with me in relation to our request for remuneration in the form of a credit for the portion of our vacation they did not provide to my wife and myself. 
  

  Thank you 

  Customer Answer

  Date: 11/12/2023

  The provider called me. They have provided us with a voucher as we initially requested.
  
  Thanks for your assistance.
  
  Best,
  
  ****** ********

• Initial Complaint

  Date:18/10/2023

  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.

  On Sunday October 15th, I was browsing the Red Tag internet site to get information about an *** ****** ******** I was planning on taking. To get more detailed information about the trip I entered my personal and credit card information. After entering the information, the program placed an order for the trip with *** ******. It was not my intension to buy the trip at that time. I immediately called Red Tag to explain that the trip should not have been purchased. I got a recording saying to call Monday morning when the office opened. After calling Red Tag Monday morning, which was within the 24-hour normal full refund period, I was told I would have to pay $50.00 plus tax fee to retag for the cancellation. I do not feel I should have to pay this fee because there was never any intent to buy the trip at that time.

  Business Response

  Date: 24/10/2023

  Thank you for giving us the opportunity to address Mr. *****'s concerns. We would like to clarify the online booking process: when a product is found that suits the client's preferences, they have the option to click "Continue" to focus solely on that product. If the client is satisfied after reviewing the provided information, they are then prompted to proceed to the next stage of the booking process. In Mr. *****'s case, he entered all passenger details, including dates of birth and credit card information, and subsequently clicked "Complete Your Purchase."  It's important to understand that when booking online, the client essentially acts as their own travel agent. Therefore, it becomes their responsibility to ensure that all relevant information pertaining to the reservation has been thoroughly reviewed, comprehended, and agreed upon. The onus lies with the client to ensure they have carefully examined all pertinent details before making the payment and confirming the reservation.  Prior to completing the reservation, Mr. ***** was presented with our Terms and Conditions, which explicitly state that cancellations and/or changes may result in a 100% penalty, in addition to the applicable agency cancellation/change fee. It is imperative that the client confirms their understanding and acceptance of these Terms & Conditions before finalizing their online booking. These Terms & Conditions take effect as soon as the reservation is confirmed.  Please rest assured that we highly value Mr. *****'s business and want to assure him of our unwavering commitment to providing our very best service at all times.

  Customer Answer

  Date: 25/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Yes, as I explained in my original statement, I entered my personal and credit card information but this was to see additional options like other available flights and seating. My intent was to see more options not commit to purchasing the flight. After seeing the package was purchased, I immediately tried to called Redtag to cancel, but apparently there is no staff available on Sundays to handle reservations. The recording advised me to call back during the week after 9:00 am. I did also try to send an email to Redtag and this is the response I got
  

  “Due to a high volume of emails, please allow up to 10 business days for your request to be actioned.” 
  

  Bottom line *** ****** ********s allows 24 hour cool down period where you can change your mind and get a full refund without any cancellation fees. This 24 hour cool down period is pretty well standard by all the vacation providers. Redtag will charge a cancellation fee even if a package is ordered by accidently striking the wrong key.
  

  In future I will order directly from the vacation provider to avoid any possible Redtag extra charges.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 31/10/2023

  Thank you for providing us with an opportunity to further address Mr. *****'s concerns. Although we cannot refund the cancellation fee charged, as a gesture of goodwill as we value Mr. *****'s business we have offered Mr. ***** a future travel voucher in the amount of $ 50.00CAD. We have reached out to Mr. ***** directly and provided him with the future travel voucher. Please feel confident, we do value Mr. *****'s business and assure him of our very best intentions at all times.

  Customer Answer

  Date: 01/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I thank redtag.ca  for their goodwill offer but it is of no value to me.
  
  I have no confidence in redtag.ca looking out for my best interest.
  
  As I explained to the representative, I spoke with on the phone October 16th, I was just fine-tuning options when the trip was ordered by accident. My intent always was to purchase trip once all the options were explored and arrangements were made with our travel buddies. Actually, I purchased the *** ****** ******** leaving on the original date but at a different departure flight time. The purchase was made on October 16th from another source. This completed our travel plans for the next year so again the voucher is of no value to me as it would expire. 
  

  Frankly, I do not understand redtag's actions. Instead of waving the fee and working with me to provide the options we needed for our trip, they decided to focus on collecting what I consider a very unfair fee. They lost the current substantial sale and all the future sales from a repeat redtag costumer.

  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/11/2023

  Browsing our website for travel options is completely free of charge. Mr. ***** opted for a vacation package that encompassed a specific hotel, return flights, and transfers. Throughout the online booking process, Mr. ***** diligently furnished all necessary information, including passenger names, contact details, and credit card information. He was also prompted to acknowledge and accept the agency's and supplier's Terms and Conditions, which he did by clicking the acceptance button. Mr. ***** then proceeded to confirm the reservation by selecting the "Complete the reservation" option. We stand by our service and regret that Mr. ***** has chosen not to book with our agency in the future.

• Initial Complaint

  Date:11/10/2023

  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.

  On July 25th, 2023 My friend and I booked a birthday vacation to Cancun for October 19th, 2023. It has since been a nightmare of calling, being told our concerns are being escalated and then not being contacted back. Our original booking agent Adrienne B, booked us to a resort she stated was in Riviera Maya and was safe. We were excited until we saw the resort she had booked on the news for traveller's going missing and a massive execution on live, and that the resort was in fact in Playa del Carmen. I immediately contacted the resort to confirm what was seen on the news and their correct location. Next I called Adrienne and left a voicemail. I called back again and was transferred to a different agent Versa (Sept 6th, 2023). She changed our resort to *** ***** and stated the price difference being $410, that all change fees from ******* and redtag would be waived due to the circumstances and that the payment needed to be made immediately for the changes to take effect. I paid the full amount. Sept 9th we received the new client statement from an agent named Percy showing a balance of $0. 3 days later Adrienne called back to **** *** argue that the hotel is where she said it was and that we messed up her record. A few days later we get an email from Versa stating there is a balance due that needs be paid and that she will call the next day to provide the details. No call was given. My friend and I called many more times unable to get through only to be told there was no balance or notes on file, then ******* stated there was a balance due but couldn't disclose what it was or why, redtag agents stated they didn't know what was happening with our booking and it would be escalated to a manager, again no call back for weeks. I called again today to find that my friend is listed twice for the same flight and the hotel transfers for ******* were never canceled and that they need more time to fix the issue and will "call back". Balance is $470, paid $3100 vs $3470.

  Business Response

  Date: 17/10/2023

  Thank you for the opportunity to review Ms. ***** *****' concerns. We are very sorry to hear our client encountered any upset with their reservation. A Supervisor is currently reviewing Ms. ***** concerns with the tour operator. Please be assured, once a full investigation has been completed with the tour operator we will contact Ms. ***** directly. 

• Initial Complaint

  Date:08/09/2023

  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 bought a vacation package on July 2nd, for my parents, my husband and myself to go on a trip to Dominican Republic from Sep 7th to Sep 14th Unfortunately on Sep 2nd, my dad had the sign of stroke and passed out while we were on a picnic, we went to emergency, and they checked up, and Dr said it's PROBABLY was a pass out, but he should follow up for sure with his Dr. **** story short, we decided to cancel the vacation as it was risky for him. Redtag didn't accept cancelation, didn't accept to give us credit nor voucher for some other dates in a year, didn't accept to change names of the passenger,... however I mentioned the reason that it's because of my dad's medical emergency issue and I have all the proof from hospital. Now I'm losing all my money $5540 And they also acting like spam Calling me from **** numbers instead of continuing talking with redtag number, or not responding to the email chain, and creating new email for every step, after even asking them many times to continue with the same email I want my refund now

  Business Response

  Date: 14/09/2023

  Thank you for providing us with an opportunity to address Mrs. *************'s concerns. We are sorry to hear about Mrs. *************'s father's medical emergency, and we hope he is feeling much better.  Kindly allow us to explain that when booking online, the client is acting as their own travel agent and therefore, it is their responsibility to ensure all pertinent information applicable to the reservation has been reviewed, understood, and agreed to. Please note, prior to applying payment and confirming the reservation Mrs. ************* was provided with a copy of the tour operator's Terms and Conditions stating for any cancellation within 20 days of departure the booking would be 100% nonrefundable, and non-changeable. Once Mrs. ************* indicated her acceptance of the Terms and Conditions and provided payment confirming the booking, she was subject to those Terms and Conditions regardless of whether there is an unexpected medical emergency.  Our records show that when Mrs. ************* contacted our agency for assistance and provided us with a copy of the medical documents, we reached out to the supplier to inquire if an exception could be made on her file. Unfortunately, the supplier advised no exceptions will be permitted as per the Terms and Conditions, and the booking is 100% nonrefundable.  Our records further show Mrs. ************* declined purchasing travel insurance through our agency at the time of booking, or anytime thereafter. We suggest if Mrs. ************* has travel insurance through another provider they are contacted. Please feel confident, we do value Mrs. *************'s business and assure her of our very best intentions at all times.

  Customer Answer

  Date: 14/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Please provide the terms and condition email which was sent to me prior the reservation.

  That terms and condition was sent when I emailed on Sep 2nd to cancel the reservation.

  Sincerely,
  
  ******** *************

  Business Response

  Date: 19/09/2023

  At the request of Mrs. ************* we have sent her locations where to find our agency and the tour operators Terms & Conditions during the online booking process and again after the reservation has been confirmed.  We have also provided copies of the documents which were sent to Mrs. ************* for her review. Please feel confident, we do value Mrs. *************'s business and assure her of our very best intentions at all times.

• Initial Complaint

  Date:31/05/2023

  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.

  My family and I just returning from a Red Tag vacation in ******** ******** Resort, Cayo Coco, Cuba. We paid $2387 for an all inclusive holiday Diamond Service for the week of 17th May 2023 for 7 days. The hotel was not as advertised and we did not receive diamond service. We also experienced extreme shortages of basic needs such as soap, food and water. The drinking water was contaminated and we have all been extremely ill with a parasite infection. We sent in a letter of complaint a week ago and have heard nothing from Red Tag. We reported our concerns whilst at the resort on our first day and the rep was very unhelpful and told us we would have to move hotels at our own expense and it “probably wouldn’t be any better”. There were flies and birds on the food. Human excrement floating on the bathroom floors in the restaurant, no soap or sanitizer in any washroom. Our rooms were dirty and shower was broken. Our fridge never worked and there were often no plates in the restaurant or cups in the bar and the bar had very little to drink other than neat rum. There was also very little food that was edible, no vegetables, often no bread and flies on a lot of food. Service was often poor. I cried the first two days and begged to get me home. We don’t usually complain, we live Cuba but this was quite honestly traumatizing and no way to treat human beings let alone paying customers. Hoping you can help or advise us on the best way forwards to resolve this I lost a weeks vacation, $3000 in out of pocket expenses including doctors bills in Cuba and a further week lost from not being able to go to work as I was so ill when I got home. *****

  Business Response

  Date: 02/06/2023

  Thank you for the opportunity to review Ms. *******'s concerns.  We are very sorry to hear our client has encountered any upset with her reservation. We have forwarded Ms. *******'s correspondence to the tour operator as they hold the contract with the hotel and will review and respond accordingly.  We appreciate Ms. *******'s bringing this matter to our attention as we do closely monitor the services provided to our customers. As soon as we have received a response from the tour operator we will email Ms. ******* directly.