ComplaintsforAlaska Skylar Travel LLC

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family paid for this travel agency to go to the Arctic Circle by Plane when we were in Alaska on Vacation. We paid $599 each for 4 people in my family making the total of $2,396. But due to the bad snow storm in Alaska we could not go on the plane and had to instead go by shuttle and that brought the cost down to $269 per person. So for a family of 4 it cost $1,076. The main issue is we did not get back the difference from the main package that totaled $2,396. The difference is $1,320 that should be refunded back to me. In addition, on the last day we were to head back home the travel agency never told us that we had to find our own transportation back to the airport. **** the head supervisor for this travel agency did not care or help providing a solution to our issue. All she said to us is you have to do this on your own we do not need to help you with this issue. Very impolite and unprofessional. I had to pay out of my own pocket to get a Lyft driver to take us to the airport and we lucky got there on time because if we were 10 minutes late we would have missed our flight. I want this to be resolved as soon as possible.

  Business response

  02/29/2024

  In the complaint, one of our previous guests, *************************, stated that "my family paid for this travel agency to go to the Arctic Circle by Plane when we were in Alaska on Vacation. We paid $599 each for 4 people in my family making the total of $2,396. But due to the bad snow storm in Alaska we could not go on the plane and had to instead go by shuttle and that brought the cost down to $269 per person. So for a family of 4 it cost $1,076. The main issue is we did not get back the difference from the main package that totaled $2,396. The difference is $1,320 that should be refunded back to me."

   

  ***** and his family booked the tour package from WJ *********** which is one of our agents. They arrived in ********* on Dec 29th, 2023, and depart on Jan 2nd, 2024. On Dec 31st, 2023, their scheduled flight from ********* to ******** was canceled due to inclement weather. On Jan 3rd, 2024, we processed the aforementioned refund of $1,320 to WJ ********** after the guests finished their tour in Alaska. WJ ********** is expected to receive the refund over the first week of Jan 2024 and they have not contacted us since then to state otherwise.

   

   

  In the complaint, ***** also stated that in addition, on the last day we were to head back home the travel agency never told us that we had to find our own transportation back to the airport. **** the head supervisor for this travel agency did not care or help providing a solution to our issue. All she said to us is you have to do this on your own we do not need to help you with this issue. Very impolite and unprofessional. I had to pay out of my own pocket to get a Lyft driver to take us to the airport and we lucky got there on time because if we were 10 minutes late we would have missed our flight.

   

  Our tour package, the product ***** and his family have purchased through WJ *********** states clearly that airport drop-off on the departure day will be carried out by hotel shuttle, which is free. In the rare event of the hotel shuttle being unavailable, a taxi will be called and paid by the hotel to transport guests to the airport. Our tour guides, including **** who is mentioned in the complaint, have always been helpful to our guests if they need assistance when scheduling airport shuttle. I am not sure why ***** and his family had to get a Lyft instead of taking the free shuttle or a free taxi.

  Customer response

  03/05/2024

   
  Complaint: 21108421
  
  I am rejecting this response because: The travel agency did not stated that they will not take us back to the airport. We only found out on the day we had to go back home. In addition, we tried to get a taxi because that is the only transportation the hotel will pay for and there were none available. I had to get a Lyft driver to take us to the airport and I had to paid more for priority pickup to take us to the airport and we barely made it on time. If we were 10 minutes late, we would of miss our flight. This is poor customer service and we want a full refund from our trip. This company only cares to take your money and that is it. Very greedy. Lastly, we still did not get the difference back for the money we paid back for the travel to the Arctic Circle. It was supposed to be a plane flight to the destination, but that change due to the weather and snow and drove there by shuttle which was cheaper cost. The travel company ignore this also.
  
  Sincerely,
  
  *************************

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