ComplaintsforBon Voyage Travel, Inc.

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When reaching out to Shelley Heyman due to hearing she was/is the best travel agent at Bon Voyage we informed her our main reason for the trip was to be able to get to and from the location of my cousins wedding in Australia. We informed Shelley we did not want to drive due to the having to drive on the other side of the road. The lack of attention to this detail and waiting until the last minute to look into transportation put us in the situation where we had to rent a car to be able to make the rest of our itinerary. We had to reach out to individuals in Australia to figure out the best options for renting a vehicle and put us in a situation that made us feel unsafe and uncomfortable. Another major issue with the lack of detail when it came to making sure names on documents were correct. I have multiple emails informing Shelley prior to leaving to our vacation my name was not Ashely Aguilar. At this time I had already provided my password with my legal name and never have I gone by Ashely nor is this my name. Not only was this issue mentioned multiple times to Shelley she confirmed the issue had been fixed prior to our trip. After traveling 24 hours we arrived to our first hotel and was informed the reservation was under the incorrect name. We were not only in another country in a different time zone when we were informed we could not check into our hotel due to the name being incorrect. This was a reoccurring issue during our trip. Shelley kept insisting she did not have any documents with the incorrect name. I had to provide examples again of the wrong name before Shelley would entertain the idea of looking into the issue. This was extremely upsetting and the lack of urgency to fix the issue was completely unacceptable. I still have documents saved to show the wrong name provided to hotels/excursions. I was also included on emails for other individuals trips. After paying so much money and being treated horribly I will never trust the company again.

  

  Business response

  08/11/2023

   

  Complaint #20430712

   

  Thank you for the opportunity to respond. If you need additional information, please contact me.

   

  Kind Regards, 

   

  Thea Lawrence

  Director of Sales Operations

  Bon Voyage Travel

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

  Customer response

  08/17/2023

  We never stated the itinerary was not a great and not complicated to put together. This is why we went to a travel agent. The whole issue was completely missed and responsibility still has not been taken by Shelley. I have more documents, however this would only allow me to add (5) please reach out and ask for the other documents to see the whole picture. Initial passports send on 9/28/2022 with correct spelling of our names. First communication with name is incorrect sent to Shelly on 10/4/2022 another communication was also sent on 11/4/2022 that I cannot upload and final communication in December with my name incorrect as Ashely. If action was taken back in October or November prior to us leaving the country, there would have been no issues regarding the name being correct on hotel reservations and excursions. Stating the name was correct as soon as it was communicated to Shelley is incorrect and proof has been provided. I am sure if the research was also properly done piror to responding this would have been confirmed. No action was taken in October nor November, and my request was not taken seriously otherwise this would have been a non-issue. The other issue of transportation we bought up concerns initially on 9/29/22 which is attached and there was no communication until 11-19-22 which is also attached. By this time we were stuck in an itinerary that could not be modified and we were stuck without minimal options for transportation. If this going to be so difficult it should have been ironed out in September when originally asked. If we had the option to stay a few days in Margaret River we would have had family to help with transportation. However, we were never given that option since it was down to the wire in November. The lack of research on this topic via Bon Voyage indicates their lack of customer service and responsibility. Shelley still has not taken any and that is all that is being asked. There is more than enough proof in the limited documents I was able to upload to show her level of incompetence. 

  

  Business response

  08/18/2023

  We are so sorry that you experienced these issues and that they negatively impacted your trip.  Please reach out to me directly so that we can find a mutually agreeable resolution.  I would like to sit down with you and review your documentation to assess any financial loss you incurred due to the mistakes that you have cited in your complaint.  I am available all next week.  Please email me so that we can set up an appointment.  **********************

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