Complaints

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May of 2022 I contracted with Wee Travel, (**************) to book a cruise with Holland America Cruise Line. Wee Travel is the agent of record to book these travel arrangements to include airfare through Holland America's Air Department.We requested Premium Economy seating and on June 2, 2022 I paid a total fare of $8,096.42. Of this, $3666.42 was to be used for Premium Economy for round trip. Unfortunately, we ended ** in Economy seating but paid for Premium Economy. The cruise ended on Sep. 28, 2022. Since that time I have contacted Wee Travel numerouse times as well as Holland America. Wee Travel has responded that I needed to contact ******* which has completely ignored my phone calls and emails. Since Wee Travel is the agent of record it should be their responsibility to follow through and get us the refund of nearly $1500.00. They are the ones making the travel arrangements which were the incorrect seating. The attachments will show the documentation for this cruise.

  Business response

  04/03/2023

  I am writing in reference to your letter to the BBB.  

  Yes, I did book the cruise with Holland America.  I also booked the air with them.  When final payment was due you decided to upgrade to Premium Economy Air I did that for you requested. When you returned home you said the plane had been changed and you were not able to get your Premium Economy Air.  It should have been addressed with ****** Airlines.

  I did send a request to Guest Relations and also to my Sales **** **************************** She then sent everything to Holland America again.  The air situation should be submitted to ******.  Holland America has the money for the upgrade not my agency.  The payments come to me, and I forward them on to Holland America.  I do not have the $1500 you are asking for.  You need to contact Holland America Guest Relations again.  The best advice is to contact ****** Airlines, they are the one that changed the plane figuration.

  I am so sorry you are so unhappy.  I have been in business for 42 years.  I've never had this problem before.  Please contact ****** *************** ****** Airlines is the only one that can do this for you.

  Sincerely,

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

   

  Customer response

  04/04/2023

   
  Complaint: 19536316
  
  I am rejecting this response because: First of all, a consumer/customer should not have to fight for 6+ months to receive money back from something he did not pay for! Secondly, we were never on ****** Airlines and the Travel Agency should know this. We were on American and Delta. My wife spent 40+ years in the travel business and she has never experienced this ever. We did recently receive a reply from Holland America and they agreed to reimburse us for $998.00 which is certainly better than nothing. Of course, it will take them 3-4 months to do that! So, by the time we might get the partial refund it will have been almost a year since we booked this travel. This is a valid reason why we will never consider using these agencies again. But, I am going to close out this complaint as a lost cause because I've spent way too much of my time dealing with something that should not have happened.
  
  Sincerely,
  
  *********************

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