Complaints

This profile includes complaints for Mann Travels's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mann Travels

  4400 Park Rd Charlotte, NC 28209-3139

• 

  Mann Travels

  3339 Pineville Matthews Rd Ste 2 Charlotte, NC 28226-9321

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  Mann Travels

  3354 16th Ave SE Ste 3 Conover, NC 28613-9224

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  Mann Travels

  9755 B Sam Furr Rd Conover, NC 28613

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  Mann Travels

  1174 W Roosevelt Blvd Monroe, NC 28110-2818

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had hoped that after leaving a negative review that someone would at minimum acknowledge our concerns, but it appears this is necessary. Agent *********************************** gave us an absurd hostile attitude during an emergency in Turks and Caikos. Told us she never gets a day off and took 4 hours to even respond at all when we were panicking trying to find a flight home. She never once offered to jump in and help with American Airlines. We had business class seats and she gave us attitude as if we couldnt afford business class. My wife also heard the entire conversation and were absolutely stunned. It was a horrifying experience. We are hoping this will get their attention and motivate them to make things right somehow. How? Thats up to them. We paid hundreds in extra fees due to their unhelpfulness and spent 3 hours on the phone with AA Vacations. What is that worth? An acknowledgement - and now - an attempt to make it right is all we ask.

  Business Response

  Date: 08/08/2022

  I have reached out to the client directly. It seems the client needs to change his return flight for a personal reason, which he accomplished with the airline. 

  My agents seemed to be equally frustrated but if there were disrespectful I will work with them. Directly. 

  Client left a voice mail at 10:59am ***** received it.)
  At 11:11am - agent ***** forwarded an 11am voicemail that she received, she also text me on my cell phone (at 11:12am)  to make me aware of the message.
  At 11:13am - I went into my emails and saw an email from *************************** at 7:13 AM requesting to have his flight changed to return today instead of tomorrow. There also a 1 second ** (hang up) at 7:16am. I also saw and email from AAV at 9:21am that his return flight had been changed to July 31.
  At 11:14am - I listened to the ** that ***** had forwarded to me from *************************** that was left at 10:59 for 33 sec.
  At 11:18am I called him and left a message on ******* phone. 58 sec.
  At 11:21am I text ***** back that I had just left him a message.
  At 11:21am ***** text me back that Call him again. He should be free now. I called him to soothe his nerves and see what he wants.
  At 11:40am I called ****** again and got an earful about how useless I was. 8 min call. He never told me that he had actually changed the tickets, but I knew they had neen. He wanted first class and expected us to pay for it. He demanded that he be on the non-stop flight home and in first class and that we would owe him money if he had to pay for the change.
  I have no ideas why he needed to come home (not my business, but I was not sure what in the world was going on), he was so ugly with me. I politely suggested he make his way to the airport to see about getting confirmed on the non-stop flight home. I was unable to help him due to the tickets being under airport control, he just kept telling me how worthless I was.

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17679926
  
  I am rejecting this response because:

  First let me acknowledge ***** (I believe that was her name?) was very helpful prior to our nightmare with ********.

  Cariannes timeline of events appears to line up, but her account of our encounter is entirely inaccurate and insulting. I had ******** on speaker and my wife heard the entire conversation.  What ******** is suggesting is that a corporate executive with ******** Auto as well as a senior executive with a major broadcast company are both somehow lying about what occurred.  To what end?  For executives *************:  Is it beyond reason that ******** was rude to us?   No, it isnt beyond reason.  Did ******** complain about not getting a day off?   Yes, she did.  Did I demand first class?  No, I mentioned that we were already first class and there were seats available on the flight that afternoon while there were no economy seats available, so it seemed reasonable to that we could secure the available first class seats.  My wife and I accomplished what ******** refused to do when she became hostile and wished us the best:  We called American ourselves and got back home.  ******** is absolutely correct about one thing:  It is none of her business why we had an emergency and had to get home.  I didnt realize I could be even more disappointed, but Cariannes account of our interaction simply doesnt align with reality.  What shouldve been an apology for failing us in an emergency is yet again more excuses from a rep that *** indeed have forever tarnished ***** reputation with our entire network of colleagues.  

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

  Business Response

  Date: 08/09/2022

  Tell Hello ******************, 
  
  
  Thank you for your patience while I review the call logs and files during your recent trip.
  
  
  It seems you spoke to 2 agents during the weekend, and there does appear to be a lot of frustration. 
  
  
  We do our best to get back to clients as quickly as possible, and typically documents provided also include emergency after hours information to assist in getting help. I also see that you wanted to voluntarily change your return flights, which American Airlines was able to help you with which is great.
  
  
  I do apologize for any frustration, it is not unusual for Airlines to lock access making it difficult, or impossible sometimes, to help with changes.
  
  
  Again I apologize, it is always our intention to provide assistance as quickly as possible,  in this case it took longer than we like.
  
  
  Sincerely, 
  **** Fletcher