Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Avoya Travel was recommended to me by a co-worker. My agent is ******** *******. My group and I have been trying to make our last payment. Due 1/23. I would just like to complete this. I need her to call or email me back. I have also left voicemails with customer service regarding this issue.

  

  Business response

  01/28/2025

  Client ****** ****** booked through Paradise with ******* Travel, LLC, owned and operated by ******** *******, an Independent Affiliate of Avoya Travel. Independent affiliate ******** assisted her agencys client with finalizing their trip on January 17, 2025 meeting the due date of January 23, 2025.  It is our intent to continue to assist Ms. ****** should she require further assistance on this matter.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Employee of Avoya company worked hard to help get trips set on Norwegian cruise line after taking a initial trip in March of 2023 it was made apparent to me this was not for me and my grandson especially spending 11 days on a Greece cruise. I cancelled the second trip for the following year. I requested the deposit back I was informed it may take some time but I would receive it. Needless to say I never received the refund. Numerous emails were ignored and no resolution ever completed. I was going to let this go but it is a lot of money and had to wonder is this a typical way of business for this company. I request a check to be issued for this refund. I have not yet contacted Norwegian Cruise line. But will be doing so since in my account with them is registered this trip. Also in the spirit of good customer service they will be will to refund this money. I have held off on writing reviews on this company in the hopes they will resolve this quickly

  

  Business response

  01/22/2025

  ***** ******, an Independent Affiliate of Avoya Travel, reached out to Mrs. ********** to clarify this matter. Per *****, the original Cruise First Coupon was purchased with $250 and Mrs. ********** received $500 towards the sailing as a promotional benefit. Per *****, after the Cruise First Coupon was cancelled, $500 went back to Mrs. ************ Norwegian account and is available to use at Mrs. ************ discretion. Avoya Travel, nor ***** ******** Agency, holds any funds at any time and all monies that are exchanged are through Norwegian Cruise Line. Mrs. *********************** style="font-size: 0.875rem;">Cruise First Coupon number is 107448770.

  Customer response

  02/11/2025

   
  Complaint: 22758535
  
  I am rejecting this response because:

  It was never stated not refundable. Even in communication agent sound as it should be, or is at least unaware if it is or is not. The previous experience with Norwegian was not a pleasant experience i will not cruise with them again, based on that I am now stuck with a $500 credit that will never be used. Norwegian suggest I sell to someone else. There is obviously nothing else to be done this is a $250 ****** learned.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $99 for the early success program to Avoya in Mid August 2024 for live lead generation and system access along with their monthly $49 for affiliation fee. However, there was no results in their program so I requested to cancel the service with them. They contacted me and requested me to pay additional $99 for termination which was never explained to me when they scouted me. I was told by the employee that it was not their job to read the document with me and it was my job to read the 7 pages that was sent. I asked them why would I be charged for the service that I would not be using. She told me that there would be no prorated for the fee that I paid, and for them to terminate the service I would have to pay another $99 which is incredibly ridiculous.

  

  Business response

  10/15/2024

  I paid $99 for the early success program to Avoya in Mid August 2024 for live lead generation and system access along with their monthly $49 for affiliation fee. However, there was no results in their program so I requested to cancel the service with them. They contacted me and requested me to pay additional $99 for termination which was never explained to me when they scouted me. I was told by the employee that it was not their job to read the document with me and it was my job to read the 7 pages that was sent. I asked them why would I be charged for the service that I would not be using. She told me that there would be no prorated for the fee that I paid, and for them to terminate the service I would have to pay another $99 which is incredibly ridiculous.

  Not sure what the complaint is, we do not charge for our support programs so this is clearly a misunderstanding on the clients part.  Nor do we charge for claiming leads.  The $49.00 monthly fee is purely for support, access to our *********** Technology and personal websites and outlook email accounts.  We do not charge for leads.

  We have an annual agreement, this individual requested to be let out of this agreement and as such there is a $99.00 fee.  The agreement is clear that there are no refunds, or prorated refunds.  We invest a lot of effort into standing up a new agency, we do so with the intent of their staying and being successful. 

  We recommend everyone read the agreement (and any agreement you might sign) and if need be get legal advice before signing our agreement, we cannot provide legal advice and interpret agreements we sign with independent contractors.

  I am sorry but no refund is warranted.
  

   

• Initial Complaint

  09/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 11th I booked a cruise though Avoya Travel. ******** three days later we were givin a diagnosis that my. Husband will be under the doctors care at the time of our cruise. I contacted ****** Kramce our agent that represents Avoya Looking to cancel our trip and have a return.***** proceeded to tell me that 400 dollars will be retained because he gets paid that amount for his work per order of Avoya. I questioned it. He called me back after he said he spoke to you and there was nothing h could do about. It was management of Avoya. We are senior citizens on Social Security. We saved for this trip and very sad we cannot go. An we get back our whole deposit please.

  

  Business response

  09/26/2024

  ******** was advised by Avoya Travel's Independent Affiliate, ****** ******, that the cancellation penalties were from MSC via multiple emails on September 4, 2024. Mrs. **** was also advised on September 4, 2024 via multiple emails from Independent Affiliate ****** ****** that he was requesting MSC waive the penalties, but ultimately, per the emails, *** declined to waive their cancellation penalties. Independent Affiliate ****** ****** stated that Mrs. **** had previously declined travel insurance. Mrs. **** spoke with Avoya Travel's *************************** and was advised on the recorded call that, per the emails between herself and Independent Affiliate ****** ******, the penalties were from *** and Independent Affiliate ****** ****** has advised that MSC would not waive those fees. 

  Customer response

  10/08/2024

   
  Complaint: 22254196
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****

  Customer response

  10/08/2024

  They told us that there was a ****** fee for a fee was their fee for the cancellation. we had only done business with them for two weeks. Thats a very large fee for them to charge.

  Customer response

  10/09/2024

  It is very sad. They kept would keep ****** due to a medical cancellations.We had to save for the cruise we had always wanted. It has been a terrible time trying to get our money back.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Avoya Travel refused to return my phone call on time. I called the travel agent on 8/19/24 and didn't get a response. So I called the main number of Avoya Travel the next day 8/20/24 and spoke to a person by the name of *********. I explained to her that one of the guests on the cruise reservation was hospitalized and would not be able to go on the cruise that was set to sail on 8/24/24. The person has travel insurance but needs a letter from the cruise line stating that her reservation was canceled. I was told the only person who can request that information from the *** cruise line is the Avoya Traveler agent or their **************************** I was given another phone number to call ***************** I left a message expressing urgency that someone calls me back because I need the reservation to be canceled. I again called several more times and still got a voicemail message. today I spoke to a person by the name of Destiny and she advised me that it would take 24 to 48 hours before someone gets back to me. I asked her " When they called me back would they already have canceled the trip or do I still have to wait for another day or two before the trip is canceled. I would like someone to cancel the reservation before it to late so that I can put a claim into the insurance company for a refund.

  Customer response

  08/23/2024

  The complaint has been settled  by the travel agent, ********************************* yesterday. I received an emailed  showing me that ******************************** reservation had been canceled. 

  This is what I requested and needed from Avoya Travel in order for ***************** to file a claim through her travel insurance company. 

  Thank you for your help in making this possible. 

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

  Customer response

  09/30/2024

   
  Complaint: 22177416
  
  I paid Avoya ******** on April 19, 2024 for a cruise on August *******. I filed a complaint yesterday with the BBB. I would like for my response from this company to be a payment to me that equal to half of ******* which is ******** for not calling the *** Cruise line on time to cancel Ms. ***** L ******* reservation. Because of the late response. Ms ******* will loose her payment that was paid to ************************* ******* was admitted to the hospital on Augusta *******. I reached out to the Avoya Travel agent by phone and email letting them know that she was hospitalized and would not be able to go on this trip. The trip for Ms ******* needed to be canceled by Avoyas agent so that she could get a cancelation letter from *** cruiseline in order for ******************** to processed her claim for reimbursement do the cancelation. As it stands now it maybe to late for Avoya to request that cancelation from *** cruiseline. If that happen because of a late response to my request to call me back i would like to be made whole that would be the fare that Ms ******* paid plus the ****** that she paid for the insurance that she could not used by Avoya. Please attached this message along with the other resolution I submitted earlier.
  
  Sincerely,
  
  ****** ********

  Customer response

  10/20/2024

  I also submitted  a message to bbb on September 5, 2024 that I wish to be addressed about AvoyaTravel. I would like to get a response to that message as well.

  Thank you for your consideration in advance.

   

  

  Business response

  11/25/2024

  Avoya Travel has been in communication with both Ms. ******** and booking agent, Independent Affiliate ******* *******.  ***************** and Ms. ******* have advised the requested information by the client's travel insurance company has been submitted for further review and consideration of remaining refund.  At this time, all parties must wait on the client's travel insurance company to make a final decision once all documents submitted by client are reviewed. 

  Customer response

  12/10/2024

  Since the trip was canceled in time, Ms ***** L ******* have received all of the money that were owned to her from the insurance company.

  I appreciate all that were done by Avoya Travel and the agent that made it possible by canceling the trip on time.

   

  Customer response

  12/10/2024

   
  Better Business Bureau:
  
  

  Since the trip was canceled in time, Ms ***** L ******* have received all of the money that were owned to her from the insurance company.

  I appreciate all that were done by Avoya Travel and the agent that made it possible by canceling the trip on time.

   

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

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Prior to booking this reservation, the travel representative did NOT disclose that the trip was non-refundable and did not provide a copy of restrictions.

  

  Business response

  09/03/2024

  ***************************** and party booked 2 cabins through Employee Travel Services, owned and operated by *********************, an Independent Affiliate of Avoya Travel. Independent affiliate ***** provided Celestyal Cruises confirmations to ********************* on July 29, 2024, same day the client called in to Avoya, booked and paid both cabins in full. See copy of email acknowledgement below.  
  
  From: ************************* <**********************>
  Sent: July 29, 2024 at 1:43:22 PM PDT
  To: ********************* <*******************************************************>
  Subject: Re: Fw: Celestyal Cruises - Booking Confirmation. ***************************************** - Reservation 269879
  
  Good day:  received. 
  
  kind regards
  *************************
  ************
  
  
  Page 3 of the *** attachment to the email above included the Cancellation Fees which clearly stated that no refund would be provided as they were booking within 29 days of sailing. Unfortunately, the Cancellation Policy is not set by Avoya Travel or Independent Affiliate Employee Travel Services, *********************.  No refund will be provided to the client at this time.

  Customer response

  09/17/2024

   
  Complaint: 22090794
  
  I am rejecting this response because: I was not fully informed during the phone call with the travel representative that the booking was nonrefundable
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 14, 2024 I was assisted by an Avoya travel agent to book flights with TAP Airline for 2 tickets for $1652.90 each. One of the names on the ticket was spelled incorrectly. To correct the issue the travel agent ******* ********* booked a 3rd ticket for $1709.60 and requested a refund. The refund was processed by TAP but the funds were sent to the ticketing agent. After two months of waiting for the refund, on February 5th, 2024 I requested an investigation via my credit card for the $1709.60. During that process the other two tickets were cancelled and the funds returned again to the ticketing agent. I have reached out to the travel agent and Avoya and neither have been successful in refunding the tickets. In the process I was able to get one other ticket refunded by my credit card for the amount of $1652.90 and one is still outstanding. During my last conversation with Avoya **************** on June 18th, 2024 they told me it was my fault for initiating an investigation with my credit card company after waiting for 2 months of no progress and they could not assist me any further.

  

  Business response

  06/27/2024

  ******************** has been advised that he must resolve this matter with his bank, the airline, and himself as initiating the chargeback prevents Avoya Travel from interfering with the process of his bank. ******************** was advised of this during the call with Avoya Travel's *************************** as well.

  Customer response

  06/28/2024

   
  Complaint: 21868400
  
  I am rejecting this response because:
  

  I have reached out to TAP, the airline, and they claim the funds were sent back to Avoya via Nexion, Avoya's airline booking partner. I have attached the response from TAP and the transaction record of the funds being return to ******. In addition I provided my credit card information to Avoya for the purpose of purchasing the tickets. Since they were the vendor to book the tickets I hold them responsible to return the funds. I did not purchase the tickets directly from TAP Avoya did again through their partner ******. I can not get any additional information from TAP on the refund since I did not purchase the tickets directly. Hence I hold Avoya responsible for the refund since I purchased the tickets through them.

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

  

  Business response

  07/17/2024

  As ******************** has confirmed, any funds that were to have been refunded would have been sent to Nexion, not Avoya Travel. As such and as previously advised, we would not have the ability to refund funds that have been sent to Nexion, as they are not Avoya Travel. Additionally, as the dispute is still active, we cannot assist ******************** with this matter due to it being an issue between himself, his bank, and the vendor.

  Customer response

  07/18/2024

   
  Complaint: 21868400
  
  I am rejecting this response because: I purchased the plane tickets via a representative of Avoya Travel not Nexion. I never gave ****** the approval to charge my credit card. I see this in one of two ways. Avoya is responsible for the refund since they were the ones that I gave approval to purchase the airfare tickets or Avoya shared my credit card information without my consent with Nexion to purchase the tickets on their behalf. Either way I still hold Avoya liable for the refund since the purchased was made through one of Avoya's representatives. I have never dealt nor provided my credit card information with Nexion so why would I have to contact a third party company to receive my refund.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked 2 cruise ship cabins via Avoya Travel's Independent Agent, ***************************** - SeatheMoments, and the written offer included $625 of credits per cabin (pre-paid gratuities and on-board credit) that have not been received. I reported the issue to ****************** via email 2 days into the cruise sailing (4/12/24 sailing date) and am still 30 days later trying to resolve. I have numerous emails from ****************** saying the missing credit is an error and that he will send me a check to reimburse. He continually lies to me (via email) saying the check has been mailed, then tells me it got lost, then says he will send it by a certain day and still NO reimbursement check has been received. I have tried to resolve this issue for the past 30 days directly with ****************** to no avail. I am owed $625 * 2 cabins = $1250 total. Would you please help to resolve. ********************** email is ************************************************* and is phone is ************.

  Customer response

  05/22/2024

  Since I filed the complaint with BBB, the Avoya travel agent sent me a bad check for the requested refund amount.  The check bounced!!!  I subsequently contacted ******* to let him know and he is unresponsive so far.  PLEASE HELP!

  

  Business response

  05/31/2024

  ************************************ and party booked 2 cabins through SeatheMoments, owned and operated by *****************************, an Independent Affiliate of Avoya Travel.  Independent affiliate ******* acknowledged and confirmed owing ********************* a $1,250 reimbursement for Pre-Paid Gratuities and Onboard Credit which were not applied to their account prior to their cruise.  Upon further research, we found that the amount charged by Celebrity Cruises was greater than Mrs. ********* claim increasing the total due by $45 per booking.  In addition, an email was located in which Independent Affiliate ***************************** informed ********************* he would be including $50 per booking as compensation.  Avoya Travel has issued two checks on behalf of Independent Affiliate *****************************, which have been delivered to ********************* in the amounts of $1,250 and $190.  Total amounts determined to be owed to ********************* for her booking and travel companions in second booking, Mr. and *******************.  At this time, no further compensation can be offered from Avoya Travel or Independent Affiliate, *****************************.

  Customer response

  06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We scheduled and paid for a trip but after being passed through three different agents because people kept leaving the agency we decided to cancel the trip. They said we could receive a refund but we would be charged $600 to cancel. We canceled but still havent received ANY money back from them. We cancelled in December.

  

  Business response

  03/22/2024

  Travel services were originally provided by *************************** of Hokunani Traveler, a former Independent Affiliate of Avoya Travel.  ****************** provided all services and confirmations.  Confirmations/invoices were provided to **************** at the time of the booking in April 2023 which disclosed the cancellation policy set forth by Apple Vacations.  Their policy states any cancellation will result in refunds made as Travel Credits,less a cancellation fee.  We understand that the penalties and terms of cancellation were not disclosed to Independent Affiliate ****************** who assisted **************** in cancelling trip at the request of *********************************.  Avoya Travel and **************** have been in communication with Apple Vacations requesting an exception to be made as the terms were miscommunicated which resulted in Travel Credits rather than a refund to Ms. ******* credit card as she was expecting.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company leaves a voicemail EVERY DAY saying they are "following up to ensure the Cruise information I requested is accurate". I never requested information, and they WONT STOP CALLING. I have blocked the numbers they call from, i have tried to call back and complain but their phone system is fishing for users and there are no prompts to speak to a rep (FOR A TRAVEL COMPANY!)They need to stop their illegal harrassment.

  

  Business response

  03/06/2024

  Avoya Travel has no record of ******************************* or his email address in our system.  Unfortunately, it seems as though another client used ******************** phone number when submitting their information on our website to request a call back.  I have removed his phone number from our records.  Should he receive any unsolicited calls from Avoya Travel in the future, he may notify us at ************.

  Customer response

  03/07/2024

   
  Complaint: 21315633
  
  I am rejecting this response because: it coincided with the timing of me publishing my phone number online. They skim for phone numbers. The excuse is false. 
  
  Sincerely,
  
  ***************************

*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. ↩