ComplaintsforPleasant Holidays, LLC

• Initial Complaint

  11/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I travelled to Europe this summer, June 7th thru July 7th 2022. Our travel was booked with Pleasant Holidays, through AAA Travel (Res #2202470). We insured this travel when booking with Pleasant Holidays. At the top of the page 2 it stated, “Cancel for any reason-cash back purchased.” On June 25th I went on the Lufthansa website to check our flights for the next day (June 26th) only to find that the flight had been cancelled. I then contacted the airline to find out what the situation was and how could we fix it so we could continue our trip to Munich. They told me, since the flight was booked through Pleasant Holidays, I would have to contact them. They also stated that Pleasant Holidays was notified of the cancellation. I then contacted my travel agent at AAA to help me get this fixed. The AAA agent, through Pleasant Holidays, rebooked the flight, but I had to pay $1015.00 for the new tickets which would leave June 27th, same flight number and time but a day later. At the time we were staying at a Hotel in France, which was also booked through Pleasant Holidays. The hotel was nice enough to book us for an additional night at a reduced rate, but we had to move to a different room and I had to pay $933.50. I am out of pocket a total of $1948.50. The whole reason our itinerary was prepared and booked through Pleasant Holidays, and insured, was to make sure this kind of thing was taken care of. Pleasant Holidays totally dropped the ball on this. This was very stressful for both my wife and myself. Putting that aside all I requested was reimbursement for my out of pocket costs of $1948.50. What do I get? Two checks totaling $607.50. This doesn’t even cover the cost of the extra night I had to spend for the hotel.

  Business response

  11/01/2022

  The Cancel for Any Reason Protection Plan that was purchased is for full cancellation only. However, there is additional coverage for in-destination coverage for trip delay and interruption. The passengers should continue filing a claim with Trip Mate for any cost incurred for the cancellation of Lufthansa flights as well as the additional hotel night. However, please note that as the evidence of coverage states, there are maximum coverages allowable.

  Customer response

  11/01/2022

  
  
  I am rejecting this response because:

  
  
  Regards,
  
  T**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  it is Pleasant Holidays responsibility to make sure my travel itinerary is adjusted when their is a change made because of no fault by me. Pleasant Holidays should have rescheduled this flight when notified by the airline. I shouldn’t have to pay twice for my flight which was scheduled by Pleasant Holidays. I also shoulder’s have to pay twice for my nights accommodations either. What is the use of using a travel firm to book a trip if they don’t use their knowledge and experience to make sure my travel is stress fee. I would have been better off if I did it myself. Because Pleasant Holidays did the booking the airline and hotel wouldn’t let me make changes, it had to go through Pleasant Holidays. I shouldn’t have to pay twice for a product/service they were supposed to provide. If I am not reimbursed the out-of-pocket costs for the airfare and hotel I will have no other chose, but to seek the advise of a attorney. If it comes to that I will be also going for costs for anguish and stress my wife and I have incurred. I hope you are responsible and we can settle this as it should be by just reimbursement of the extra costs I incurred to continue my itinerary.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  11/01/2022

  The insurance you purchased, was utilized through Trip Mate. They determine coverage as stated on the evidence of coverage that was provided at the time of sale. You had 7 days to review coverage and decline if it didn’t fit your needs. We have been in touch with your travel agency advisor. While, we are not responsible for schedule changes, we advised we would be contacting her tomorrow with final resolution and to disregard our previous response to you via this channel. 

  Customer response

  11/02/2022

  
  
  I am rejecting this response because:I will accept nothing short of reimbursement of out-of-pocket cost, as outlined in my original complaint. It is not realistic that I have too pay twice for airline and hotel accommodations because Pleasant Holidays dropped the ball when a flight, they scheduled, was cancelled.
  
  Regards,
  
  T**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Issue has been ongoing since I booked a cruise through AAA to Hawaii. The trip was cancelled due to the pandemic. I , in good faith rebooked the trip. At the time the covid protocols were still in effect. I requested, and was issued a partial refund in 2022. My question is where is the rest of my refund??? I have spent many hours trying to resolve this through AAA with no result. No one seems to give them an answer to this question. Please help me get an answer. Thank you, P****** *******

  Business response

  09/06/2022

  This issue has been escalated by AAA to us, and we have escalated on our side. We are working with NCL and our Cruise Department team, to get this resolved asap. We will advise AAA as soon as we confirm refund, and get it processed. We apologize for delays due to pandemic induced work load, and labor resources across the nation.

  Customer response

  09/07/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17798385, and find that this resolution is satisfactory to me.
  
  Regards,
  
  P****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a trip with a reduced $25/per night resort fee for four nights. Upon the conclusion of my trip the travel agency refuses to acknowledge such a reduced rate exists. As a result, I paid an additional $100 dollars in resort fee. I feel extremely defrauded. I booked through Pleasant Holidays specifically because of the promised reduced rate since but for the reduced fee, their prices were the same as other companies.

  Business response

  08/22/2022

  The customer has an itinerary that clearly states the resort fee at the hotel is $50 per day plus tax. This is a hotel imposed fee that we have no control over. The hotel does not, currently and did not have a reduced resort fee. The customer contacted us on Friday, and we called the hotel to confirm they have no such promo. They declined to reduce her resort fees and refund the $100 as requested. We advised the customer that if she has anything in writing from us or the hotel, indicating that the fee was reduced to $25 per day we would honor that and discuss with the hotel. Also, it is important to note that the hotel does have terms and conditions that state all fees are subject to change. So, the rate could have in fact been higher. If the customer was concerned about the resort fee, they should have also contacted us prior to departure, after reading their itinerary, so we could have discussed with them prior to their trip and advised that no such promo existed. If the customer still has concerns, they should contact the property that charged her the resort fee, so she can discuss with them to see if they are willing to refund the credit card she supplied at check-in and was subsequently charged.

  Customer response

  08/22/2022

  
  
  I am rejecting this response because:

  
  I booked a $2300 trip. Why would I lie about an additional $100 if I was not certain of my case? My fellow traveler and I specifically booked with Pleasant Holidays because of the reduced resort fee and $50 activity credit. I overlooked the discrepancy on the itinerary but I fully recall the details of my reservation. The reduced rate was on my confirmation page at check out. I called Pleasant Holidays every single day while on vacation and at one point was on hold for over one hour. I would never put myself through such hassle on vacation over $100. However, I felt extremely defrauded as I was subjected to false advertisement.  A representative of Pleasant Holidays acknowledged my reduced resort fee and was confused why the hotel was not honoring the deal. She transferred me to another associate who claimed to be unaware of the deal. Additionally, I spoke to two associates at the Hilton who both recognized that it is common practice for travel agencies to provide a reduced resort rate and that they would gladly honor the rate if they receive a confirmation email from Pleasant Holidays. Lastly, a patron I met at the hotel, who also booked through Pleasant Holidays, was complaining about the same issue. Although I will not utilize Pleasant Holidays in the future, I will surely  take screenshots of all documentations going forward. Again, I was misled and defrauded by Pleasant Holidays and although the additional $100 charge is not crucial, it is the principle of the matter.

   

  Thank you for your time. Please share the message so others do not fall victim to the same fraudulent activity. 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  08/23/2022

  We have been in business for almost a half a century. We do not "defraud" customers. We regret the customer chooses not to send us the documentation that states there was a reduced resort fee. The resort does not have this on file nor do they show this was a promo they were offering. We have provided the customer remedies to resolve this and sadly, she refuses to comply. She can contact the resort directly to see if they will refund the $100 she is requesting. We did not charge the customer, therefore, we are unable to refund. If the customer has documentation that she would like to supply to us where it shows the reduced rate resort fee, we will gladly discuss with the property again to see if they will provide a refund to the customers card that was charged in-destination.

  Customer response

  08/23/2022

  
  
  I am rejecting this response because:

   

  The company never offered any remedies even after I called and was placed on hold and transferred from associate to associate, day after day, a countless number times. Rather, I asked them, if I go home and have anything saved on my laptop, can I send it over for review. The woman I spoke to on the phone said yes, I can send over any paper work, however, there is no guarantee they will accept it. Unfortunately, as I noted earlier, I foolishly trusted Pleasant Holidays and thus neglected to screenshot the deal I booked, which I will be doing going forward using another company. I called Hilton twice; both times they gladly agreed to honor the reduced fee and refund part of my charge if they received an email from Pleasant Holiday noting the promotion. I booked through Pleasant Holidays, not through Hilton. As a result, Hilton refused to recognize my Hilton honors points because we booked through a travel agency. This further illustrates that Pleasant Holidays can and does provide deals separate and apart from any Hilton programs. I am not the first customer to complain about this discrepancy, whether other customers take action or not, this seems to be a repeated issue. At this point, all I ask is a way to let other customers know to take precautions before book through Pleasant Holidays. 
  
  

  Thank you.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Originally booked a Hawaii Norwegian Cruise Line trip on Pride of America for 4/11/2020 under reservation number 4*****54, cancelled by the cruise line in 2020 and 2021, rebooked under reservation 4******8 for 2022 but ultimately cancelled. Norwegian has advised that all funds have been refunded to Pleasant Holidays on their agency credit card ending in 7311: 2 payments of $50 1 payment of $2977.74 1 payment of $2881.90 Pleasant Holidays is still holding on to these refunds and has not delivered any to me, the customer, and rightful owner of this money. Have been unresponsive to inquiry through their website and through the AAA travel agent.

  Business response

  08/23/2022

  This has been sent to our cruise department to see what if any remaining credits there are for this booking. We will advise asap and work with AAA, the customers travel agency, to rectify as possible.

  Customer response

  08/23/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17721739.

  I look forward to receiving the refund I am due.
  
  Regards,
  
  E***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  07/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid for a trip through AAA 3 year's ago with Pleasant Holidays and it was my understanding that I had a year to use it, a year later Covid hit and I was hospitalized with Pneumonia really bad so the trip was postponed for another year, in 2021 I asked for an extension due to me having a Sciatic Nerve in my back and receiving treatment, well here we are in 2022 and I had until the end of June last month to use it or I would loose out on $3897, well due to my present circumstances in going through physical therapy once again for my lower back I can not fly. I reached out to the travel agent at AAA and she informed me that her hands were tied with Pleasant Holidays and they would not grant any further extensions, so now I lost my money.

  Business response

  07/05/2022

  We understand that the customer was unable to travel in 2019 due to illness and that the pandemic has compounded the issues with traveling. The customer has trip insurance through Trip Mate, and is able to file a claim with them for potential cash reimbursement. The claim can be filed here: https://www.tripmate.com/main/claims/ if Trip Mate deems the reason for cancellation as "covered" it will be paid with cash refund. If it is determined to be "non-covered", the customers will be given travel vouchers that have a 12 month expiration date. We regret the confusion on this and that the agency was unable to assist. Please contact AAA for further assistance with filing any claim.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a trip to Jamaica through Pleasant Holidays. There were seven adults in my family that were taking the trip. They suggested that we purchase trip insurance and gave us several options. We chose the CANCEL FOR ANY REASON policy and paid $139 per person for the insurance. We paid a total of over $16,000 on our credit card for the entire trip. When we received our itinerary, it showed that our travel insurance policy was through Trip Mate and provided a link for the website. The day before our trip, one of our travelers had a medical emergency and could not go. The travel agency was notified right way. When we returned home from the trip, our family members airline fees had been credited to my credit card minus $200 which they said we could use as a voucher for another trip. We had our travel agent file the claim for the cost of the family member that was already paid. $1284 for the resort $ 33 transfer cost $ 70 airport assistance cost After about a week, our travel agent advised that Pleasant Holidays DENIED our claim and their explanation was that everyone else went on the trip, so we had no loss. We advised them that their reasoning did not make sense as we had the Cancel for any reason coverage. We then contacted Trip Mate, the insurer we were led to believe was going to handle our travel insurance claim and were told there was no claim filed, and we would have to make a claim through Pleasant Holidays. We continued contact with Pleasant Holidays and asked that they review our claim again. Pleasant Holidays finally advised that our claim was denied as they had contacted the resort we stayed at in Jamaica and they refused to refund the money. We are only asking for the one family members cost to be returned to us. We paid for the cancel for any reason policy and expect Pleasant Holidays to honor their promise.

  Business response

  06/29/2022

  The customer purchased the Cancel Any Reason - Future Travel Credit Plan. Trip Mate does not handle these claims and we do not work in conjunction with them on this insurance except for travel delay/interruption. The customer was given incorrect information regarding the credit for the cancelled customer. We will be contacting their travel advisor to discuss as our contract requires as they are booking agency.

  Customer response

  06/30/2022

  
  
  I am rejecting this response because:
  Pleasant Holidays contacted my travel agent and advised that they will issue a VOUCHER for the refunded amount.   We DO NOT want a voucher, we would like a check delivered to us in the amount of the refund
  Regards,
  
  R***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  06/30/2022

  
  The agreement at the time of purchase was for the Cancel Any Reason – Future Travel Credit plan. They did not purchase the cash back plan. We are unable to refund cash. We can provide the credit, or they can give to a friend or family member with written authorization . The customer had 7 days from the time of purchase to look over the plan and determine if the plan met their expectations. We were not advised that they wanted to change or cancel the plan. We assume they looked over all itineraries and agreed with what their travel advisor booked for them. If they had questions or concerns, those should have been discussed with the travel advisor or travel agency personnel.
  
  We do have a cash-back plan, but unfortunately, they did not purchase that plan. We could transition to that plan, however the additional cost would be $150pp, or $1050 which would leave a cash refund of $433. We have contacted the travel agency to advise of these options. We regret that the customer seems to not understand what they purchased and recommend that they discuss with travel agency manager if they have further concerns.

  Customer response

  07/01/2022

  
  
  I am rejecting this response because: We have advised Pleasant Holidays that we would ACCEPT the purchase of the cost of ONE PERSON cancel for any reason policy for an additional $150.00.  Pleasant Holidays wants us to purchase the cash back cancel for any reason policy for EVERYONE.   WHY would we purchase additional travel insurance for the other 6 people who have already taken the trip and returned.   AGAIN, we will AGREE to purchase the cash back policy FOR ONLY THE PERSON WHO COULD NOT GO, they could reduce the amount that should be returned to us by $150.00
  
  Regards,
  
  R***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beginning of March I contacted AAA to book a trip to Punta Cana. On March 10th an itinerary was sent to me with the room and airline tickets and time. 9 days later, Pleasant called AAA after they sent itinerary. They wanted me to pay an addition $4,000 for my airline tickets??? After emails and phone calls back and forth, Pleasant compensated me with first class tickets on the original flight that was reserved. After a few weeks later, I saw United had an earlier flight to PUJ. So I called AAA to see if I was able to switch my flight. AAA contacted Pleasant and they said there would be a $280 total fee. So I gave my card number over the phone to pay. After a day went buy AAA contacted Pleasant asking where my updated reservations was. Pleasant said it’s being processed. After 5 days later Pleasant contacted AAA and said they were unable to switch flight. Then Pleasant took away my first class seats and put me on a coach seats?? I didn’t switch anything and why would they change ny seats from original when they said they couldn’t change my flight??? So I contacted supervisor for AAA and she was in contact with Pleasant supervisor trying to resolve this issue on how my seats were changed. After 3 weeks of going back and forth with AAA and Pleasant,….. Pleasant decided they couldn’t do anything ??? How can my seats be changed and then they said they can’t do anything to change it back???? My compensation I want is either give me my first class seats back or put me on the earlier flight that leaves ROC on July 16th to PUJ arriving at 12:40pm. They need to do this right. They have been making this frustrated after 10 weeks of total calls from the beginning until now. Those are the request I was asking and Pleasant should accommodate for the issues that they have put me through for 10 weeks. Attached are emails and conversation from AAA and Pleasant .

  Business response

  05/31/2022

  The customer has been confirmed on the flights he originally had when the booking was originally made and which he presumably approved. We refer him back to his travel agency of record, AAA Amherst, to assist him with further questions or concerns.

  Customer response

  06/01/2022

  
  
  I am rejecting this response because:

  I am rejecting this response because I was informed from the first error that I was compensated after being requested to pay an additional $4,000 after I received my itinerary . They have put me on first class flight and now has removed me from that compensation of the hassle I went through prior. Plus this was not mentioned by them that I originally changed my flight to an original flight and payed the fee for the change. AAA was in the phone with Pleasant as I made the change. But, after 5 days later they stated they couldn’t make the change. Why was a fee given to me to pay and then not processed ? I was willing to pay the fee change to an earlier flight but then after this I was removed from my first class seats to an economy seat. As attached from my intinersry , you can see that was the original seats and now has been taken away. 

  
  Regards,
  
  F**** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  06/02/2022

  The customer needs to discuss with AAA as advised. He was compensated by being put back on the original flights he had booked in COACH. Business Class or First Class was never promised, or offered as "compensation" for the computer issue that occurred with his tickets. He has been given exactly what was paid for. There will likely be additional schedule changes to this itinerary which will require rebooking or accommodations by the carrier on alternate flights. Per AAA contract, we refer him back to his agent or agency.

  Customer response

  06/09/2022

  
  
  I am rejecting this response because:
  Why would AAA have anything to do with this issue??The attached file clearly shows from Chicago to Punta Cana seats 1A,1B, 1E, 1F, 2A. AAA stated that the vendor which is you. How can you say AAA needs to be contacted When the documentary  that BBB can clearly see it.
  

  
  Regards,
  
  F**** *********
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  05/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Recently bought flight insurance to Cabo. Flight was cancelled out of my town. Want insurance refunded due to no fault of my own.

  Business response

  05/17/2022

  Passenger purchased peace of mind insurance in March at the time of booking. Similar to car or health insurance, this premium is not refundable if a claim is not made. The customers chose to cancel their booking, voluntarily for October travel, due to the airline having a schedule change rather than book another carrier.

  Customer response

  05/17/2022

  Not acceptable was only able to fly out on a particular time. Airlines cancelled the 5:30 am departure. This was the only time I could fly. Not my fault.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  05/17/2022

  We are not in control of the airline carriers. Unfortunately, the carriers determine their flight times and schedules based on need, sometimes without advance notice. The customer should review the airline contract of carriage. The customer was also offered a refund for his airline tickets due to rule 240 of the airline carrier rules despite being non-refundable. And was further provided the option to purchase new tickets on another carrier. The customer purchased the optional, non-refundable protection plan coverage at time of booking as peace of mind coverage from Pleasant Holidays and/or vendor fees should they need to change or cancel.

  Customer response

  05/18/2022

  
  
  I am rejecting this response because:
  
  Regards,
  
  M****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a travel package. We booked first class air because we were celebrating a special anniversary. We successfully completed only one of the four flights booked for various reasons. The agency promised us two different refunds. Later, the agency promised us two refunds but in different amounts. When we complained that we never received one of the refunds, the agency then told us that we had received the full refund. We don't trust the agency accounting at this point. We want the agency to give us a full detailed accounting for each individual flight. Our tickets for the return flight were CANCELLED, which we found out the afternoon before leaving. The agency either cancelled our tickets or received notice from the airline of the cancellation. The agency did not tell us of the cancellation. When we found out, we could not re-book first class. We booked coach tickets at the price being sold for those tickets when sold less than 24 hours before leaving. That additional expense was deducted (apparently) from our refund. We do not believe we should have to bear that cost because of the agency's actions -- either because they cancelled the tickets, or did not tell us that the tickets had been cancelled.

  Business response

  05/05/2022

  Passengers were booking through a travel agency. The agency approved coach class downgrade on return, and booked one way flights for customers due to Hawaiian Airlines schedule change, and availability. The one way tickets on Hawaiian Airlines were $813. The passengers received a credit of $2706 from Hawaiian Airlines for the original tickets they purchased. We refunded the balance of $1893 on 3/7/22 to the Visa card ending in 4222. There are no further refunds due and the passenger has been made whole. If there are further questions, the customer should contact the travel agency that booked their reservations.

  Customer response

  05/08/2022

  
  
  I am rejecting this response because:

  The response ONLY addresses the refunds given for the tickets cancelled on the return trip.  It provides no backup documentation to show 1) who cancelled the tickets; 2) what the amount of the refund from the airline actually was; 3) and most importantly DOES NOT include the refund from the original trip that had a cancelled flight and downgrade to coach.  We have no idea what that refund was and if we received it.  It makes no offer of monetary accommodation for us having to purchase the last minute coach tickets that were cancelled due to no fault of our own with no notification to us.  The agency bears some responsibility for this.  
  

  
  
  Regards,
  
  D**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  05/09/2022

  please contact your travel advisor and/or travel agency as they have the details of the charges and refunds that were authorized.

  Customer response

  05/10/2022

  
  
  I am rejecting this response because:

  The emails I have attached between my agent and the agency showed that she was trying to get that information and the agency was unresponsive, giving her conflicting information.  SHE is NOT the one that has the information on the refund.  The refund did not come from her.  The refunds from the airlines did not go to her.  The agency is trying to pass the buck to my agent who was nothing more than a middle person.  Even the emails show that the refunds came from the agency, NOT Sue Cook.  If the accounting is correct, why is the agency so reluctant to provide it?  They are the ones who directly booked the airline tickets.  When the tickets were cancelled, my agent had to do a three-way call with us and the agency, because they had to book the tickets.  They are responsible.
  
  Regards,
  
  D**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  04/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January I made a reservation to go to Cancun, party of 5. The AAA redirect me to this travel agency and I agree to pay the amount in 3 times. The first payment I made was for $2000 ( for a total of $4,446). The next payment due date supposed to be April 1st, 2022. At the time of booking I received an intinerary and reservation number. Within a couple of days I tried to contact the company to get more information about the flight cause the information on the intinerary was poor. They have an automatic answer mashine. I was on hold for more than 30 minutes so I ended up hanging. On the day of the second payment I called again to different numbers that appears on the intinerary, and website. I also emailed the company a few times, with no success. I just wanted to pay and make a few changes on my trip . I never received a call or email from them . I was afraid this was a ghost agency!! First thing Monday I called my bank and started a dispute for the $2000 down I put on January 24. Later that day they Pleasant Holidays contacted me through email asking me for intinerary number. They couldn't find my reservation so they ask for more details, still they couldn't find me . After back and forward email and telling them how terrible customer service they have, I requested to cancel my trip and asked for my money back. They said my cancellation fees exceed the money I put down and they were unavailable to refund.

  Business response

  04/06/2022

  The passenger received multiple itineraries to the email address she provided at the time she booked online. If there was concern that we were a "ghost agency" she could have easily googled our company, and found that wasn't the case. Unfortunately, the customer did not purchase trip insurance, so as our terms and conditions state, all penalties apply should she decide to cancel. We are currently inundated with air flight cancellations due to fallout from the pandemic, as well as high season travel due to spring break. We apologize that the customer had challenges communicating with us.

*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. ↩