ComplaintsforWorld Travel Holdings, Inc.

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Initial Complaint
11/15/2021
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We acquired tickets on Oct. 28th for a cruise. The website itinerary stated the daycare availability, final total costs without gratuities and had a sign "refundable rate" next to the price. However, upon contacting the cruise line we found that neither information was correct: there was no daycare, kids are not allowed to disembark, tickets were not refundable and the final prices included additional $150 per child. Cruises.com customer support said that information provided on their website doesn't have to be correct and it is my responsibility to very everything. The also refused to provide phone recoding number or anything in writing. They suggested to cancel the ticket and pay 60% penalty. The manager refused to talk to me. It seems like the website mispresent the product, sale terms and condition.
Initial Complaint
11/15/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My mother, Lucy Scotti, purchased cruise tickets for her and my father for 11/5/21 through 11/10/21. It was a 40th wedding anniversary trip. Their booking number and confirmation are 3J4TVC and 180-43478817, respectively. Her Cruises.com booking agent was Janice Headley (800-288-6006 extension 38666). Ms. Headley informed my mother, upon my mother's inquiry, that if a current passport was not available, then she would need to bring her birth certificate, marriage certificate, and her current California Driver's License. At this point, my mother made the purchase for the cruise. When they arrived at the Princess Cruise Line terminal, the agents would not let them board. They told my mother that she did not have valid documents for the trip. Mind you, she brought the documents indicated by the agent that sold her the tickets (Ms. Headley). My mother even went online to verify that the documents she had would suffice for the cruise. The terminal agents refused to let my parents board and the cruise line departed without them. My parents are supremely disappointed and angry, not only over the missed trip, but the poor customer service by the terminal staff and the Cruises.com agent. Their missed cruise was no fault of their own; we can send over copies of the VALID AND CURRENT forms of identification they both took with them. To make matters worse, Cruises.com is refusing a refund or even a credit for a future trip. Mind you, my mother presented ORIGINAL DOCUMENTATION at the terminal.
Business response
11/24/2021
November 24, 2021
Better Business Bureau
Complaint # ********
Re: *********************
To whom it may concern:

We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met our clients expectations. We appreciate your patience, during our review of this matter.
Proof of citizenship documentation is the passengers responsibility and this information is stated in the invoice as followed:
Please note that Cruises.com is unable to provide refunds for guests who do not have the necessary documents at the time of travel. For details on required travel documents, please visit: https://travel.state.gov/.
This information is also advised at the time of booking.
The penalty is held by the cruise line when denied boarding at 100%.
Thank you,
S. Miles
Customer Relations Specialist

Customer response
11/24/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Lucy
Initial Complaint
11/05/2021
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We acquired tickets on Oct. 28th for a cruise. The website itinerary stated the daycare availability, final total costs without gratuities and had a sign "refundable rate" next to the price. However, upon contacting the cruise line we found that neither information was correct: there was no daycare, kids are not allowed to disembark, tickets were not refundable and the final prices included additional $150 per child. Cruises.com customer support said that information provided on their website doesn't have to be correct and it is my responsibility to very everything. The also refused to provide phone recoding number or anything in writing. They suggested to cancel the ticket and pay 60% penalty. The manager refused to talk to me. It seems like the website mispresent the product, sale terms and condition.
Business response
11/11/2021
November 11, 2021
Better Business Bureau
Complaint # ********
Re: Viktor ******************** whom it may concern:

We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met our clients expectations. We appreciate your patience, during our review of this matter.
The client did not receive a penalty for canceling the cruise- and per cruise line will receive a full refund.
The additional fee for COVID19 testing are a policy of the cruise line and beyond our control.
Thank you,
S. Miles
Customer Relations Specialist
Initial Complaint
11/03/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased this cruise a while back, and due to Covid and not being able to sail on the original date in 2021, they did a "lift and shift" to move it to Jan 13th of 2022. The original Itinerary was for Cozumel. I was notified via email a few days ago that the itinerary was changing from Cozumel to **********. We have been to both places before, and it was our intention to go to Cozumel and not **********. This was to be an anniversary cruise for my wife and I and we were going to return to Cozumel since that is where we honeymooned. I called both Cruises Only since I purchased the cruise through them, and they said they had no ability to move us to another sailing for the same price, so they suggested I call Royal Caribbean. I called Royal Caribbean and they will move us to another sailing with Cozumel, but they will not honor the price that we paid for this cruise, and said they cannot do a "lift and shift" like they had done previously. I feel like this is a bait and switch scheme as they sold me "steak" and are giving me "bologna"! I would just like to go on a similar cruise to Cozumel and in a similar cabin as ****, since that was the one that was assigned to us. I have attached the letter that they originally sent of the Lift and Shift option, and then the recent email with the change of itinerary. Both Cruises Only and Royal Carribean have only given me the option of cancelling my current cruise and rebooking a similar cruise to Cozumel that now costs twice as much as what I paid! It is a clear scam so that they don't have to honor their original price!
Business response
11/09/2021
November 9, 2021
Better Business Bureau
Complaint # ********
Re: *****************
To whom it may concern:

We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met our clients expectations. We appreciate your patience, during our review of this matter.
In the terms and conditions from Royal Caribbean it states the following in the clients invoice: The cruise line reserves the right to cancel or substitute any scheduled port of call at any time and for any reason whatsoever without prior notice, and shall not be liable for any loss to guests by reason of such cancellation or substitution.
Cruises Only also has no control over pricing and can not price match or override the price set forth by the cruise line.
Thank you,
S. Miles
Customer Relations Specialist

Customer response
11/09/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
With their policy of cancelling any or all ports of call on an itinerary, they may as well sell everything as a "Cruise to Hawaii", and then just cancel and float around at sea for a week! They could really maximize profits that way!
W

Regards,

*****************
Initial Complaint
10/26/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a cruise cancelled on August 4, 2021. I was told that the money would be refunded in 30-45 days. All but 348.40 was refunded and the company is not trying to help me get the rest of the money back, I have called at least twice a day since October 8th trying to get the money back. First I was told it was sent to a card. Then I got an email saying it was sent in a check. I still have not gotten the money and no one has returned my calls. Please help me to get the money back!
Business response
11/01/2021
November 1, 2021
Better Business Bureau
Complaint # ********
Re: ***************************
To whom it may concern:

We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met our clients expectations. We appreciate your patience, during our review of this matter.
The reservation was cancelled by the cruise line on 08/04/2021. The guest requested a refund of cruise fare paid. A refund was process by the cruise line and refunded to the guest. Because this was a cancelled reservation with future cruise credits, the refund process was a bit longer as the advanced deposit promotion was utilized on the original reservation. The guest was refunded by the cruise line via credit card. However, once we received our funds $300.00 was sent via check to the address we have on file.

The guest maintains that she has moved from the address and did not receive the check. The guest then cancels the remaining reservation being charged the $100 cancellation fee. We have advised the guest this is a standard fee , she was advised and accepted the cancellation and the fee does stand. We also advised the $100.00 cancellation fee is transferable to a future cruise. We also offered a $100 Good Will Voucher to the guest and she decline.

A new check has been sent on 10/29/2021 to the updated address.

Please let us know can we be of any further assistance.

Thank you-
S. Miles
Customer Relations Specialist
Customer response
11/01/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I still haven't gotten the check and it was also not in today's mail. I also was told the money for the new cruise would be refunded to a certian card and today I only got 115 and it didn't go to the card they said. Now I want the rest of my money.
I also was never advised i would be charged 100 dollars to cancel. They should give me the money because of all the inconvience they have caused me.

[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
********

Business response
11/03/2021
November 3, 2021
Better Business Bureau

Complaint # ********
Re: ***************************

To whom it may concern:

We are in receipt of the complaint initiated by the above-mentioned client rejection.
The refunds have been verified and sent to the perspective credit card ****** and ****** the check has also been mailed to the corrected address given by **************. Please note credit card refunds can take up to one billing cycle to appear on the credit card statement.
Thank you for allowing us to review this matter.
S. Miles
Customer Relations Specialist
Customer response
11/03/2021
I want my 100 dollar cancellation fee back from them as they have caused me extreme inconvience. Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
********
Initial Complaint
10/12/2021
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have booked multiple cruises with Cruisesonly over the years without complaint. However, we had multiple rooms booked for my daughter's wedding in May 2020. As you can imagine, the wedding and the cruise were canceled due to Covid. Eighteen months later, we are STILL waiting for a full refund. We have been refunded in small increments over the last 18 months. For 10 months Cruisesonly stopped communicating with us at all. About 2 months ago the rep we had been working with, ********************************** called us to apologize and let us know she still sees that we were due a refund of $1,800.00. After multiple emails and phone calls back and forth we were refunded $329.00. She then emailed and stated they now say we have been refunded in full and asked if we could provide the dates and amount of payments we made. I emailed her back with the requested information showing we were still owed almost $1,500.00. She has since stopped returning phone calls and emails again over the past month.
Business response
10/18/2021
October 18, 2021
Better Business Bureau
Complaint # ********
Re: *****************************
To whom it may concern:
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met Ms. ******* expectations. We appreciate your patience, during our review of this matter.
Upon receipt of Ms. ******* complaint, Cruises Only initiated an internal review of her travel folio.
In reference to booking number ****** departing 5/31/2020 the funds were refunded to us and that was entered into our system on 9/20/21 and we refunded the customer the $500.00. There was a $1000.00 payment the customer made to Carnival ********************** line however that was transferred to another booking ****** where the $1136.04 was credited back to the customer per Carnival ********************** line on 6/26/20.
In reference to booking number ****** the advance deposit was refunded to us and we refunded the client the $500.00 9/21/20 and also 2 amounts from Carnival Cruise line in the amount of $161.00 and $826.52.
We do not show were and monies are still owed to the client.
Thank you,
S. Miles
Customer Relations Specialist
Initial Complaint
09/30/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased a cruise through them that has now been cancelled three times. The last time being August 4th 2021. I requested a refund and was told I would get one in ***** days. Over 2 months has passed and I've spent hours on the phone getting the run around. I was told a refund was issued to a card I didn't have. Then I called back and was told I was never issued a refund and that it's a future cruise credit. Now no one knows where my money or cruise credit is and I want my money returned.
Business response
10/04/2021
October 4, 2021
Better Business Bureau
Complaint # ********
Re: ***************************
To whom it may concern:

We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met our clients expectations. We appreciate your patience, during our review of this matter.

On 10/1/2021- ************ was refunded $649.60. Accounting updated the booking to be able to release the $500.00 advance deposit repayment how it was originally processed - $300.00 to Courtney's ********** and $200.00 to ***** ***** The add'l $148.40 that was given in error, We released to ***** since his card was used for Royal Caribbean payments. His total refund = $348.40. This is now balanced/ settled.

Please let us know can we be of any further assistance.

Thank you-
S. Miles
Customer Relations Specialist
Initial Complaint
09/28/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a cruise back in May of 21 for **** of 22. I paid our down payment and purchased the travel insurance. The travel agent was ************************* ext. *****. He told us that if we purchased the travel protection that if for any reason we needed to cancel that we would be able to get a refund on everything. This is why we purchased it. We did have to cancel and gave plenty of notice. I was told that I would receive the down payment back. I called once a week for three weeks and was told every time that it was being processed. I then talked to ******* at extension ***** and was told that it was non-refundable. This is after we paid the $100 cancellation fee. So, now we are out the insurance, down payment and cancellation fee. Which is over $1,000. ******* NEVER said anything about the down payment being non refundable. If so we would have never booked this cruise. We were lied to, and scammed. This is unacceptable. I do not want a credit. I want our money back that is owed to us.
Business response
10/04/2021
October 4, 2021
Better Business Bureau
Complaint # ********
Re: *************************
To whom it may concern:

We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met our clients expectations. We appreciate your patience, during our review of this matter.

On 5/9/2021 ***** called into book several cabins and had all the clients on speaker phone as he booked each one with our agent. The agent advised ***** he could save money by booking a nonrefundable deposit ***** agreed. The call is very clear that ***** was acting as a liaison for the passengers, once the cabins were secured ***** put each payer on the phone to make the payments.

Travel Protect was advised it is nonrefundable and that information is also in the invoice received by each passenger.

Please let us know can we be of any further assistance.

Thank you-
S. Miles
Customer Relations Specialist
Customer response
10/04/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.I was in the room with ***** among everyone else. Not once do I recall hearing anything being stated in regards to anything being non-refundable. Nor does anyone else that was in the room or part of the conversation. ***** was and is not my liaison in any manner. The ONLY reason why we agreed and made our down payment is because we were told that by purchasing the insurance we would be able to get our money back if we canceled. This was discussed multiple times by each couple and *******. I have discussed this with everyone else who booked and they were not aware of this as well. Invoices are given after downpayments are made so anything in writting would not be seen until after the fact not before. We paid $100 to cancel and to get nothing back?? I am still requesting that the right thing be done and that we get our refund. Thank you
Business response
10/13/2021
October 13, 2021
Better Business Bureau
Complaint # ********

Re: *************************

To whom it may concern:

Cruises.com can not override the cruise line penalty that was held by them, but has agreed to refund the $100.00 cancel fee back to the **************** **** used to pay it on 8/31/2021. Refunds can take up to 1 billing cycle to appear on the clients credit card statement.

Please let us know can we be of any further assistance.

Thank you-
S. Miles
Customer Relations Specialist
Initial Complaint
09/07/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Booked Carnival cruise here. Paid $1955.79, which includes fees and insurance. Carnival canceled on board activities for kids and would not allow them to leave the ship unless they were booked on a Carnival excursion. Also, additional testing was required that would cost an additional $650~. Also, the time frame for testing was restrictive. I canceled the trip since this is not what we originally paid for. Carnival is suppose to refund most of my money, but I am being charged for trip booking fees and the insurance, even though I am not filing a claim against it. Since the cruise package I purchased is no longer being provided, even though the cruise itself is ongoing, I should NOT have to pay the fees or for the insurance. Also, all invoice information is no longer available online which is suspicious
Business response
09/13/2021
September 13, 2021
Better Business Bureau
Complaint # ********
Re: *************************
To whom it may concern:
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met our clients expectations. We appreciate your patience, during our review of this matter.
Unfortunately Travel Protection is non refundable 10 days after purchase. This policy has been providing Trip Cancellation benefits since the day it was purchased and was at risk during that time to provide a reimbursement in the event you/guests had to cancel your/their trip due to one of the reasons listed within the policy. We can not waive the cancellation fee due to policies changing because we always inform our guest that health and safety requirements may change. The cancel fee and the processing fee terms and conditions are also explained at the time of booking and provided in the invoice.

Please let us know can we be of any further assistance.

Thank you-
S. Miles
Customer Relations Specialist

Customer response
09/27/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

I am rejecting the response re booking # ******** made through Cruises Only. Since the cruise was booked in April and the final payment made in ******* ******** Cruise Lines made several changes to what would be provided to its guests. The activities normally available to children were suspended. There would be no supervision available so vaccinated passengers could go ashore with children safely remaining onboard. Excursions were extremely limited as to what was allowed, ie no free time to shop or dine, etc. Additional covid tests were required that would cost around $600.00. None of this was part of the original contract. We would not have booked this cruise as such. The fees and insurance we are being charged are for a trip that no longer exists. Cruises Only cannot provide the product we purchased but still claims it is entitled to this money. To reply, "this is our policy" is reprehensible. We did not cancel this trip because of a whim......this trip does not exist as originally purchased ! We should not be punished for these changes, but Cruises Only does not deserve to be paid for supplying NOTHING. Thanks for your help.

*************************
Business response
09/27/2021
September 27, 2021

Better Business Bureau
Complaint # ********

Re: *************************

To whom it may concern:

We are in receipt of the rejection initiated by the above-mentioned client.

We must reiterate that Travel Protection is non refundable 10 days after purchase. This policy has been providing Trip Cancellation benefits since the day it was purchased and was at risk during that time to provide a reimbursement in the event you/guests had to cancel your/their trip due to one of the reasons listed within the policy. We can not waive the cancellation fee due to policies changing because we always inform our guest that health and safety requirements may change. The cancel fee and the processing fee terms and conditions are also explained at the time of booking and provided in the invoice.

Please let us know can we be of any further assistance.
Thank you,
S. Miles
Customer Relations
Customer response
09/28/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

I am still not accepting the response from Cruises Only regarding my refund of $281.00. No mention of fees was made during booking and I never received a detailed invoice or any explanation of penalties, only a summary of charges made to my credit card. After cancelling the trip, all information regarding this reservation was deleted online. I spoke to ******* on 9/15 and was told she could not provide a copy of my invoice or contract. Why??? I cancelled this trip due to changes and restrictions made by Carnival that limited and suspended activities that were originally promised and purchased. The trip I paid for was basically no longer available. I should not be held financially responsible for cancelling due to their changes; Carnival should reimburse you!! You are charging me for a trip you cannot provide!! This is fraud!! After reading many reviews of your company, I see that this is a recurring issue. However, some reviewers reported receiving their full refund...fees and insurance, so to reply this is always policy is not correct. I wish I had seen these reviews before booking; I will never use your company again. Your customer service is non-existent. Please do the right thing and return my $281.00!!

***** Douglas #********
Business response
09/30/2021
September 30, 2021

Better Business Bureau
Complaint # ********

Re: *************************

To whom it may concern:

We are in receipt of the rejection initiated by the above-mentioned client.

We must reiterate that Travel Protection is non refundable 10 days after purchase. This policy has been providing Trip Cancellation benefits since the day it was purchased and was at risk during that time to provide a reimbursement in the event you/guests had to cancel your/their trip due to one of the reasons listed within the policy. We can not waive the cancellation fee due to policies changing because we always inform our guest that health and safety requirements may change. The cancel fee and the processing fee terms and conditions are also explained at the time of booking and provided in the invoice.
I have attached a snippet of the invoice all clients receive in reference to cancellation / travel protection.

Please let us know can we be of any further assistance.
Thank you,
S. Miles
Initial Complaint
09/02/2021
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked my cruise in April on the Meraviglia for Nov. 6, 2021. I went through Cruises.com because they included on board credit, the Easy package and wifi for free with my booking. When I made my final payment today, it was paid in full and I got the confirmation. They called me 5 hours later and left a voice mail saying I still owed for the extra perks I ordered. (I never ordered them, they came with the booking) Over $800 for wifi and the drink package for 2 people. After over 2 hours on hold waiting for MSC, (still don't know why they called them), and multiple untruths told by Cruises, I got nowhere. I just want what they advertised, the free perks I was to I would receive. They just said I misunderstood and didn't read the fine print. The advertisement is still the same on the web site. I did not misunderstand.
Business response
09/07/2021
September 7, 2021
Better Business Bureau
Complaint # ********
Re: ****** Bhramayana.
To whom it may concern:
We are in receipt of the rejection complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met our clients expectations. We appreciate your patience, during our review of this matter.

The above mentioned client booked the cruise reservation online without the assistance of a Travel Professional. The rate she selected was the lower priced rate and did not include the All In. There was no indication online that she would not have seen how to book as the information was there in bold for the All In. The client can add the all in to her booking but it will be at the cruise lines additional cost and prevailing rate.

Please let us know can we be of any further assistance.

Thank you-
S. Miles
Customer Relations Specialist

Customer response
09/07/2021
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The "all in" was not bold. It was very misleading. It is also suspicious that they did not inform me of this until after my final payment when they called me back for more money. I was told at the time I made final payment, I was "paid in full". An additional cost would have been incurred to change my booking, as I would have lost their fee.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******

Business response
09/07/2021
September 7, 2021
Better Business Bureau
Complaint # ********
Re: ****** Bhramayana.
To whom it may concern:
We are in receipt of the rejection complaint initiated by the above-mentioned client.
We have to reiterate the following;
The above mentioned client booked the cruise reservation online without the assistance of a Travel Professional. The rate she selected was the lower priced rate and did not include the All In. There was no indication online that she would not have seen how to book as the information was there in bold for the All In. The client can add the all in to her booking but it will be at the cruise lines additional cost.

The additional cost is too add the all in package.

Please let us know can we be of any further assistance.

Thank you-
S. Miles
Customer Relations Specialist

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ComplaintsforWorld Travel Holdings, Inc.

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