ComplaintsforAmerica Israel Travel

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom this may concern, approximately 1 1/2 to 2 years ago my husband (*****) did some research on tour companies that would have safe/efficient transportation to and from *********.He came across America Israel Travel.Upon completion of booking a 12-day trip to the Holy Land, we paid a total amount for travel via America Israel Travel in the amount of $10,030.We were advised to pay upfront for better accommodation and reservations; which we did.We were also told not to worry about travelers insurance until 30 days before exiting the USA.Due to violence and terrorist attacks in Israel in early November, American Israel travel canceled any and all travel services to Israel.Based on the facts that 1- we did not purchase travelers insurance and 2- acts of terror and violence occurred, we are given only two options for reimbursement.Option 1- rebook travel to Israel within a year with no additional fees OR option 2-receive only 50% of payment we have already paid upfront and cut out losses.My request is to be paid in full for any and all expenses related to booking international travel with this business.Prior to filing this complaint, I spoke to a representative from BBB that confirmed I had a valid claim.I understand the flights to and from the Holy Land were obtained via a 3-party business, but America Israel Travel only claiming a 50% return for all expenses paid is not acceptable.I appreciate your time and service, *****************************

  Business response

  12/13/2023

  We were quite surprised to get this complaint.  In your last email to use you seemed very thankful after we had worked with the airlines to obtain a refund for your air tickets.   In regards to booking the extra hotel night through AIT ahead of time instead of waiting until you arrived in Israel during what is usually one of their busiest tourism seasons to see if you could get a hotel room upon arrival, we advised you to book your EXTRA HOTEL night through us, which entails paying for the extra night with your final payment ahead of time so that you could get a better rate and have the same room for the first night of the tour which were completely true had you booked your own extra hotel night or waited until you got to Israel, you may have been at a separate hotel, and a transfer from the airport would not have been included.   In regards to the insurance - please note that we show at least 6 emails to you from the time you first contacted us to the time we requested final payment recommending that you purchase insurance.  At no time did we indicate that you could purchase the insurance and be covered after an event took place the minimum amount of time to purchase insurance is 30 days prior to departure.   Our emails specifically indicate that we dont sell the insurance, and that you would need to speak to the ***************** about pricing and with coverage questions.   In addition to a partial refund, we offered to transfer all your paid fees to a new tour date.  Please note that our Terms and Conditions, which everybody who registers for a tour has to agree to before they put a deposit, state that we are released from liability to provide any refund OR the option to reschedule a tour in cases of war or terrorist attack , however we have offered options for both as we are always willing to work with our passengers and discuss any concerns.

  Customer response

  12/18/2023

   
  Complaint: 20933365
  
  I am rejecting this response because: I am not content with your answer and conclusion of booking another trip within the next year with no additional fees. This response is a moot point.

  first, any, and all communication had been handled with *************************** , who is my husband. He handled- the internet travelers reviews), and just the booking of this trip for myself and my mom.
  Why you are surprised to receive this complaint is because you are only offering to pay me back for less than 50% of all money youve already received on my account.
  I agree you didnt know that war and terror would break out in Israel, but with that being said, your answer to rebook in the next year!?wow and no thank you.

  There is no guarantee that the war will be over and it will be safe to travel with a 70 year old parent. That doesnt sound safe to me given the way everything unfolded.I dont know the financial obligations of other passenger who missed out on this trip, but this once in a lifetime trip paid in full, over $10,000 sounds like there should be other respectful business accommodations/practices made.

  since we are not being reimbursed for the entirety of payment, I request we are given anywhere from a three to a five year window to rebook this trip. also, with the accommodations to be able to change passenger(s) informations upon my discretion before booking with your company.

   

  as far as the rapid reimbursement for plane tickets, it was not even the full amount of what we paid for each ticket. Again, something you claim was out of your control and through a 3-party vendor.

   

   

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

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