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Complaint Details
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Initial Complaint
09/04/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
FORA Travel was used to book an Alaskan cruise. *************************** was our travel agent. We selected to purchase the drink package for our trip and ****** assured us that the drink package was included in our booking. When we got onto the ship, we were told by ship staff that we had not purchased a drink package. We reached out to ****** and were assured (multiple times via text message) that the drink package was purchased. She stated she would contact Celebrity Cruises and straighten out the issue. ****** came back to us and admitted that she made a mistake and never purchased the drink package as part of our booking. The problem with this is had we purchased the drink package in advance of boarding the ship, we would have paid at least half of what was paid for the package while on the ship. We would have absolutely made the purchase prior to boarding the ship to save upwards for $2,500.00. The explanation of this being a mistake on ******* part while she booked the trip is unacceptable. The mistake was hers and it ended up costing our party additional funds. ****** also failed to inform us that two members of our travel party flights had moved a few hours earlier on the day of departure and we had to buy two new airline tickets hours before the flight took off. Original tickets had already been paid for at time of booking but an additional purchase in the amount of $1,800.00 had to be made for new airline tickets. An airline discount code was issued to us from **************** but we have no plans to fly anywhere within the next couple years. Funds to make us whole would be the prefered outcome as flight fouchers are worthless to those who dont travel. Multiple mistakes were made that ended up costing our party an estimated additional $4,300.00. None of the issued outline above touch the fact that FORA was unresponsive and took weeks to reply to correspondence and inquires about the alleged investigation they were conducting around all of this.Customer response
09/13/2024
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 and the matter has been resolved.
Sincerely,
*********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.