ComplaintsforYulio Travel

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 2 Halloween Horror Nights (***) Express Passes for 2023 with a few other tickets and I never received the confirmation numbers to get the tickets at the park. I purchased the tickets on October 3 through the travel agency to go on October 27. I contacted them via WhatsApp on October 5 to see how I would receive the tickets, since I wanted to make sure everything was okay, but was told that they were waiting for the provider. I paid a total of $2,887.28 for *****************, Universal Studios Express, Horror Nights, Horror Nights Express, and what I thought were ************* ******************, 2 tickets of each, plus hotel and car rental. I eventually received vouchers by email, with confirmation numbers and instructions to present them at the entrance kiosks. I went to ***************** on the 27th only to find out that the Halloween Horror Express Passes were not included in any of the confirmation numbers I received. Besides, I noticed that the ****************** tickets were not for *************, even though I always said that I was going to the ****************** Halloween event and even asked for the ************* express passes and was misoriented about them being unnecessary because the event was never full enough to need express passes. I admit ****************** were partly my bad because I didnt mention the ************* event by its name. But regarding *** Express Passes I completely blame the agency. I contacted the agency right after I was informed at the kiosk that I did not have Express Passes and that the cheapest Express Passes were sold out. They usually sell out by mid-October. I needed to act fast if I wanted to get Express Passes and I was wasting my vacation time trying to contact the agency while I was already inside the park. I ended up paying $617.68 for 2 *** Unlimited Express VP tickets because those were the cheapest left, and if youve been to *** and youre from out-of-town like me, you know theres no point in going if you dont have Express Passes because you will waste away the night in 2 or 3 lines.I was finally called by the agent that had my account and she told me to send her a photo of the receipt for the $617.68 I had just paid so I could be reimbursed. It was never clear to me if they would reimburse the full $617.68, or the *** Express Passes the agency charged me in the $2,887.28 bill. They never provided a breakdown of the bill so I dont know how much they actually charged me for the Express Passes, but they certainly gave the appearance that they did. I do know that the *** Express Passes I thought I purchased through the agency were going for $229.99 each, back in Oct. 3 if you purchased them directly from ************ was never reimbursed anything. I followed up on November 19, 2023, via WhatsApp and was told they would verify the status of the refund. I followed up again on January 8, 2024, and was told the report had been re-submitted to the department. I really wanted to avoid taking this to BBB but it seems the agency is giving me the run-around for something that was clearly their fault.

  Business response

  02/23/2024

  Good night everyone:
  
  The service was invoiced on October 3, 2023 and paid by the client on October 29.
  On November 6, the Toll was invoiced, closed with the security deposit amount and the deposit was released.
  On November 21, the credit note was issued assuming the obligation to the client for the commitment to pay for the Express Passes that were not issued.
  On December 2, a credit note was issued for Parking refund, being refunded to the passenger's card on January 16.
  
  After this date, the passenger does not contact the travel agent again and does not let us know that he only received a refund. It is not until today that the value of the unissued Express Passes is refunded to the passenger's card for the second time and where on December 21 In November, the agency had already assumed its payment commitment by issuing the Credit Note for its respective reimbursement.
  
  Thank you

• Initial Complaint

  07/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Falta de orientación, muy mal servicio al cliente, supuesta multa. El 22 de marzo de 2022 pagué a la agencia de Yulio Travel la cantidad de 2262.89 por un paquete q incluía tres parques y auto. El viaje iba a ser del 20 al 24 de abril de 2022. Repentinamente mi papá murió de un ataque al corazón el 12 de abril de 2022, me comuniqué ocon mi asesora Gabriela M***** para dejarle saber y me dijo q ya los boletos de entrada a los parques estaban emitidos que ahí no se podía hacer nada, q solo podía dejar el dinero del auto ($765.00) en una nota de crédito y cuando le diera nueva fecha del viaje poder utilizarlo. Me dió tres meses para darle nueva fecha (hasta el 7 de julio), el día 2 de julio le escribo para dejarle saber q no había podido juntar el dinero de los pasajes de avión nuevamente ya q lo utilicé para el velatorio, funeral y entierro de mi padre, que iba a averiguar en una cooperativa para hacer un préstamo personal para poder darle nueva fecha del viaje. Me escribió "vale". El día 6 de julio de 2022 le escribo para darle nueva fecha de viaje 1-8 de agosto de 2022. Ahí me preguntó todo nuevamente(cantidad de personas, q incluía el paquete..) No supe nada más hasta el día 8 de julio q Gabriela me dice q me dieron una multa de $500 dólares por cancelar con poco tiempo de anticipación al viaje. Nunca me orientaron ni me hablaron sobre ninguna multa. La manager me llamó el lunes 11 de julio 2022 para decirme q iba a tratar de ayudarme en ese asunto que iba a hablar con sus supervisores y q iba a devolverme la llamada el mismo lunes. Hoy es viernes 15 de julio y nunca me llamó. Le escribí a Gabriela en la mañana y en la noche fue q contestó q no habían podido hacer nada. Q la nota de crédito se quedaba en solo $265. por la multa de $500. Tengo toda la evidencia necesaria de q nunca me orientaron sobre esa multa y si Yulio Travel puede grabar las llamadas pueden comprobar q la manager quedó en hablar con sus supervisores y quedó en llamarme y no sucedió. Translated by BBB Staff Lack of guidance, very poor customer service, alleged fine. On March 22, 2022, I paid the Yulio Travel agency the amount of 2262.89 for a package that included three parks and a car. The trip was going to be from April 20 to 24, 2022. Suddenly my dad died of a heart attack on April 12, 2022, I contacted my advisor Gabriela M***** to let her know and she told me that the entrance tickets to The parks were issued that nothing could be done there, that he could only leave the money for the car ($765.00) in a credit note and when he gave him a new date of the trip, he could use it. He gave me three months to give him a new date (until July 7), on July 2 I wrote to let him know that I had not been able to collect the money for the plane tickets again since I used it for the wake, funeral and burial of my father, who was going to find out in a cooperative to make a personal loan to be able to give him a new date of the trip. He wrote "okay" to me. On July 6, 2022 I write to give you a new travel date August 1-8, 2022. There he asked me everything again (number of people, what was included in the package...) I did not know anything else until July 8 q Gabriela tells me that they gave me a fine of $500 dollars for canceling shortly before the trip. They never guided me or talked to me about any fine. The manager called me on Monday, July 11, 2022 to tell me that she was going to try to help me in this matter that she was going to talk to her supervisors and that she was going to call me back the same Monday. Today is Friday, July 15, and he never called me. I wrote to Gabriela in the morning and at night she replied that they hadn't been able to do anything. Q the credit note was left at only $265. for the $500 fine. I have all the necessary evidence that they never guided me about that fine and if Yulio Travel can record the calls, they can verify that the manager agreed to speak with her supervisors and agreed to call me and it did not happen.

  Business response

  09/20/2022

  Business Response /* (1000, 12, 2022/08/31) */ Good morning, In regards to this costumer complain I would like to inform the BBB that the costumer notify us about the trip cancellation 12 hours before the arrival time. after that we informed our provider ***** Rent a car about this cancellation. the cancellation policy for this specific booking was 100% NON REFUNDABLE but since the costumer explained to us that she had a major reason for the cancellation we negotiated with the provider just 1 day cancellation penalty fee (152 USD$ PENALTY) after that the costumer used the remaining amount in credit for a new reservation and she paid for the difference in the rental date. this new rental booking was already been used from august 1st to august 8th. and the trip ended already in regards to the teme park tickets tickets once it have been issued the costumer have 12 months to use and redeem it at the theme park tickets does not have cancellation policies because it is not refundable. we did not charge penalties for 500$ to the costumer. ***** applied a cancellation penalty of one rental day (152$US) Yuliotravel provided the attention and costumer service to this matter and the trip was enjoyed already for the costumer Consumer Response /* (3000, 14, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Buenas noches. Notifiqué a mi asesora de yulio travel Gabriela M***** q no podíamos viajar debido al accidente el mismo día q sucedió, faltaban 7 días para el viaje. Si ella lo notificó 12 horas antes es debido a lo q mencioné anteriormente por la falta de calidad de servicio al cliente. Pagué $152.00 adicionales y ahora me vengo a enterar q era por la penalidad de *****. La manager me dijo q era para poder rentar el auto por un día más. No tengo interés en seguir con el caso. No quiero perjudicar la agencia. Lo único cierto aquí es q efectivamente sí, el viaje ya se dió y dentro de todo, los niños se lo disfrutaron. Quizás tuvimos la mala suerte q nos tocara una asociada sin mucho conocimiento aunque la manager también nos atendió de la misma manera. No volveremos a ocupar a Yulio Travel ni no lo recomendamos. Translated by BBB Staff Goodnight. I notified my yulio travel advisor Gabriela M***** that we could not travel due to the accident the same day it happened, there were 7 days left for the trip. If she notified you 12 hours before, it is due to what I mentioned earlier about the lack of quality of customer service. I paid an additional $152.00 and now I find out that it was for the ***** penalty. The manager told me it was to be able to rent the car for one more day. I have no interest in pursuing the case. I don't want to hurt the agency. The only certainty here is that indeed yes, the trip has already taken place and in all, the children enjoyed it. Perhaps we were unlucky that an associate without much knowledge touched us, although the manager also treated us in the same way. We will not use Yulio Travel again nor do we recommend it.

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