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Complaint Details
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Initial Complaint
03/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I booked a trip to ******* with Atlas Tours and cruises departing in May 2020. The agent at Atlas went through a company called Avanti for tickets to the Passion Play in ************, *******. The trip was canceled, as well as the Passion Play. I have a credit of $1770.00 that I need to use before December 31, 2023. I have been calling Atlas for several months to book a trip to ******* for this summer. The agent at Atlas, ***************************, blatantly told me that she cannot help me. She does not have the time to reach out to Avanti, as they are difficult to reach. I called Avanti and they will not deal with me, as they will only deal with tour agencies. I am at a lost as to how to recover my travel credit. This is only a brief summary of my complaint, it has been on going since May, 2020 when Atlas refused to refund my money. I never asked for Atlas to reach out to Avanti, I booked my trip with Atlas, they in turn booked with Avanti. I originally asked Atlas for a refund but was refused. What ever transactions were made between them did not include any knowledge on my part. If Atlas refuses to help me plan a trip than they should, at the very least, refund my money. I am an elderly widow and had saved a long time to fulfill a lifetime dream of seeing the Passion Play. This was shattered by Covid-19 and now I just want to be able to use the credit or get my refund.Business response
03/27/2023
Good Afternoon:: We are in receipt of *************** complaint. I was sorry to hear one of our agents was unable to help her. For that, I apologize and thank you for bringing it to may attention. Our office manager ************** reached out to *************** and left a message for her to contact him so he could assist with her travel plans. That was last week, and we have not heard from her. All we need from *************** is to know when and where she would like to travel. We will be happy to help her book her next vacation. Avanti is the supplier that is holding her future credit, so we will contact them as soon as we have her travel request. . ************** will be reaching out to *************** again, to make sure we address this issue. Thank you for your patience and I apologize for any inconveniences.
*******************
President
***********************
Email: *****************************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.