ComplaintsforApple Vacations, LLC

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid Apple vacations for a flight and 5 nights stay at an all inclusive resort stay. With Apple Vacations being my booking agent, I was not allowed to contact the flight or hotel provider to make any changes etc. The airline that apple booked me on cancelled my flight and rebooked me 28 hours later without contacting me or Apple. I lost a full day and a half of my resort stay because of this and I simply and am asking Apple to refund me for the loss of a day and a half of resort stay. No more, no less. In today's day and age, I could be outraged and ask to be compensated for the stress of all the changes/delays/cancellations that I had to endure, along with my wife and two young children, however, I am choosing to be fair and am only asking for a refund of what I paid for but did not receive. I do not want travel credits. I want a cash refund or refund to my payment card. Attached is the email I sent upon returning from my trip on April 8th which documents my efforts to date, minus a few follow up withs Apple to check the status which have not been responsded too aside from an auto-reply.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  So disappointed we had planned a trip with our friends to Las Vegas we paid our friends to purchase the ticket all together. Well unfortunately my husband took ill (terminal)and could not make the trip. I called Apple Vacations a month and two weeks prior to the trip to change it to another flight something I and my husband could do sooner or something I and our 7 year old son could do. We paid 219 a flight, per person. All they would offer me is $39credit per flight. When they explained why only $39 they said they had to deduct their fee and frontiers fee. I asked this is a situation that no one can expect and to wave the fees they said no I asked to speak to someone higher and they would not that. They did say I could call frontier. I called frontier and they said they wish they could give me another flight but its tied up with Apple Vacations that if Apple vacations would wave any fees******** would not have any fees and we could rebook something. I just keep getting the run around spending hours on the phone sending emails that never get answered, while I could be spending the last day I have with my husband. Very disappointed in humanity!

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our family booked a vacation on 01/21/2023 and inadvertently booked one of the passengers with her maiden name instead of her married name. Realizing the error, we contacted the company less than 24 hours after booking, was assured the correction was taken care of and that the airline booking would be completed in 3 business days. By 01/27/2023 the update had not occurred, so we called back and were informed that the correction was not possible to contact the airline, The airline was unable to make the change but stated Apple Vacations could. After numerous calls to correct the issue someone at the airline provided us with a support line set up specifically for travel agents so they could assist. I contacted Apple Vacations on 03/23/2023 via chat, explained this to the agent who within moments confirmed the change had been made and provided a new airline confirmation number, which I have photos of the chat conversation. Having checked with the airline the new confirmation number provided on 03/23 was made up. It is now 04/14/23 and no updates have been to our travel itinerary, I contacted Apple Vacations again today, despite having been told on multiple occasions that my issue was corrected, despite being provided erroneous information by their staff, and despite the airline confirming that the travel agent could correct our itinerary Apple Vacations was unwilling to assist or even take the time to call the agent service number that the airline had provided to me.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used Apple Vacations to book a trip to ******. Our trip was March *****. However because of flight cancellation we didn't leave until March 19th. Our flight was cancelled to ****** and back from ****** so I had to book another airline. The flights that were cancelled were ******** and I contacted ******** about refunding because they cancelled the flights due to no personnel. They refunded the money to the original credit card which since I went through Apple Vacations the money was refunded to Apple vacations. I have contacted Apple Vacations and they keep telling me I will get my refund. They said it would be 15 business days but it has been well over 15 business days now. I received my refund for the carry on bags I had to pay for from ******** on the 20th and an email stating they would refund everything and it could take up to 7 business days. I received my carry on bag refund the same day. March 20th. It has been over 15 business days and I think Apple Vacations is holding on to my money hoping I go away at some point. Apple vacations is claiming they haven't received the funds but it is not true. I just want my refund for the plane tickets. It is around ******* dollars and that is a lot of money to not be refunded. I wish I would have just booked it myself because I would already have my refund from Frontier. Apple Vacations needs to refund me my money. I attached the email from ******** as proof.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I Booked a trip with Apple Vacations to celebrate my 28th wedding anniversary and asked for an adult only resort. I was told that the resort had a family side and an adult side. The only thing that was adult only was the pool, everything else was all family oriented. EVERY restaurant on the resort was for families, not one restaurant was adult only. My wife and I were totally disappointed that we were misinformed about the trip. We spent $3,774.40 to be with kids that we specifically asked for adults only. I would like to have a full refund or another trip paid for by Apple Vacations.

• Initial Complaint

  04/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I call them on March 14 to have my name corrected on the purchased ticket. I was told they would do it and never did. Move forward to 4/8/23 I call them again several times to have my name corrected for a flight purchased. My correct spelling is ******* they have ******. They now have charged my $25 to change the name when it was their mistake. They said it would take a couple hours, well it was not done and we contacted the airlines who told me that no changed was issued. After several calls on 4/9/23 in a couple calls they said contact the airline in which the airline can not make the change without charging another fee. In another call I was told this can't be done today even though they charged me and told me it would take a couple hours. I fly out on 4/11/23 and this has been going on now for several months. Their customer service has to rank as some of the worst in world!

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a vacation through a company called AppleVacations the booking was for July 28, 2022 through July 31, 2022. I was supposed to arrive on the 28th but because of their negligence to tell me that I needed to be on the Domestic side for my international flight. I missed my flight and had to catch a plane the following day, that was the first issue I had with the company. Once I arrived on the 29th which was my birthday it was dinner time so I immediately got dressed and went to dinner before everything closed the following day. I attempted to take a shower and the water was cold. I reported it to the front desk they said that they will send someone down to fix it , they never did the following morning. I reported the water is not working they sent someone down, but I got up to take a shower a couple hours later and the water was still cold. This issue persisted throughout the entire vacation. I never had hot water the entire day the company offered to give me $100 dollar voucher to take a trip on one of their other properties and I declined because of their negligence I would not like to take another trip using AppleVacations. I am making this complaint to ask that I receive a full refund of $1800 for my vacation it is not including my flight , I just want my vacation money back for my inconvenience. Thank you in advance for your timely response. ********************************* PS they use a third party co. ****** that allows payments on their vacation but AppleVacations has been paid in full

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My husband and I were to go to Jamacia for a Wedding for a close friend, my husband became ill and went to the hospital the morning of departure. The travel agency ***** ******** ****** processed the cancellation, we were sent an email with the cancellation of the reservation, I continually tried to reach Apple Vacations and the Travel agent, to get our refund of $4,300.66, they said we had to take a travel credit (was told that is what we selected, we did not, we did not and do not want a travel credit as my husband ended up in a foreign hospital in September for the same condition and did not want that to happen again. ***'s ******** Travel did not give us information regarding a money refund for the vacation. I reached out to Apple Vacations on March 16th after hearing nothing from ***'s ******** Travel or Apple Vacations regarding our refund after making several calls with no response, finally on March 20th I sent in documentation for my husband's er visit and follow up procedure at hospital, with response from Apple on March 24th that they will not give a refund but travel voucher that we can not use do to not having an vacation time from our jobs to go, and do not want to travel outside of United States for fear of my husband having another attack from his condition of ***************, and being in a foreign hospital again.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We booked through Apple vacations to ************ from 3/20-3/23/23. Once reaching our transportation they asked if we would be willing to make an additional stop for a couple whos flight was delayed to take them back to their resort, not close to ours. We agreed even though it delayed our arrival. Our room was suppose to be ready at 3:00, it was not. The toilet was clogged when we were finally able to get to our room. Our fridge was not stocked daily, even after calling the front desk and asking for more water. Half the restaurants they advertise were not open and the hours they advertised were never correct. Most closing earlier than what they say. Our room was old and worn, with pictures to prove it. The tub was disgusting and full of bugs. The bathroom leaked water out of the ceiling. Overall, run down & dirty. Not 4 apples as their site rated. The last straw was when we decided to stay an additional day to soak up the warm weather. Apple wanted to charge double what the hotel would for an additional night. They denied transporting us to the airport saying we missed our transport though it was never set up as they told us we needed to do prior to leaving. It was also included in our package price. When I called amstar and Apple they wouldnt help and charged me an additional $67 for transportation. They claimed we missed our scheduled transport, though we never scheduled it as they stated we needed to. This was after they told us they had no availability. Being a business owner myself, it is crucial to have integrity and truthful advertisement. Particularly with businesses you participate with. The amstar representative at our resort was extremely rude and arrogant each time I spoke with him. We did in fact tell him we were staying an additional night though he claimed we did not. This is not a 4 Apple resort and the amenities are false.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Apple # ******** Feb 17 to 25 If I only looked on the BBB first I would have never used Apple Vacations witha F- rating. I Feel like Ive been put through h*** with Apple vacations, ****** *** and their fake insurance ********. Called ****** ******** 3 days prior and informed them of my disability as they admit and fell short providing disability assistance on a total of 4 flights per DOT guidelines. ****** and Apple still refuses to give me the price of each flight, transportation cost and hotle. Why not release this. Apple did not itemized my trip and has refused to help me collect any money from the trip loss. My luggage was delayed, destroyed and I needed to buy another plane ticket to try and save the trip for $169. They removed me from the plane with no evidence to support why. The made up stories that keep changing. They give no video evidence But yet I have audio, photos and video. Frankly it's very hurtful to a disabled person who spent over $3,000 on a trip to try and relax. This was the worst trip I ever had. I feel like Apple Vacations took my money and ran. Every time I call a agent they would say sorry we cant help. I told them I have no bag file number or cost of flights because yu won't give me them to fill out the forms. How is this legal. ****** said enter in baggage claim yet the system in 4 hrs yet it would not let me. I HAVE emailed and set photos everytime to each party. Apple Vacations has caused me panitc attacks after igoring me several times.They have done nothing but threaten me A Apple representative from post Vacationsin Apple named **** called me and even yelled at me! Even after I told her this experince caused a nervous breakdown and Im still having speaking and writing prblems from the truma. She could have cared less. Accussing me of having a blast and taking another plane down there, yeah I thought if loose $3000 and still I lost even more. My work time, my week of vacations. ***** the Apple rep always said you can come home 3 days later I was scared for my saftey everytime I went non a spirit plane. I even got a doctors letter I was terrified.. I stayed in my room.most days. The agent **** from Apple only made things worse when she said she would help me fill out the forms and then took off to ******. I called and the officestated no one else could help me. Then came back a week and pretended she then wanted to help me. ***** told me to sit at spirit and wait for my bag and not leave. I started at 2am after being ignored and sitting at baggage Now 9pm I broke down. This whole trip was sad, I didnt eat or drink. I want all my money back this company is a joke. Theyvsell faken insurance. Then I get this replay from spirit:Center management team, I learned that you called in to inquire about the time needed to make your connection flight and to inform us that you required specific seating due to having anxiety. The agent informed you that you would have to purchase seats to ensure you received a seat that you preferred. You also inquired about being able to preboard and the agent informed you that you would have to add shortcut boarding to your reservation in order to board earlier. *******, we are committed to helping our Guests that require special assistance, and for future travel, we highly encourage you to add a seating *************** Request (SSR) to your reservation. This way we will be aware that you require special seating and will be able to accommodate you accordingly. You can do this either on our website www.spirit.com at booking or through our Manage Travel link, or by calling our ************** at ************. We also ask that you notify us of this request throughout the duration of your travels.Spirit offers pre-boarding on all of our flights for guests needing assistance or extra time. Please notify a Spirit team member of your request to pre-board at the gate prior to our general boarding announcements. Guests must be present prior to the beginning of boarding to receive this service. Because you were not provided these seats free or charge or informed about our preboarding policy for Guests with disabilities, I have determined that we fell short of the standards set by both ourselves and the Department of Transportations (DOT) disability rule. I am so sorry for any frustration and discomfort you may have experienced. Then they go on to bash me but It's my fault they couldn't train their employees to identify a trailer with a disability who was minding my own business. Apple has done nothing to fight for its customer. This cost me more then my dignity in front of a entire plane. I may lose my job from now becoming slower. More money in damages. The fear of flying ever again. I hope Apple makes this right and returns all my money to my credit card NOT A CREDIT. Trust is earned. I would ask for money for all 4 of my plane tickets back, 3 days of hotle cost, baggage delay, cost for a new luggage, one way of transportation, and the usless trip insurance. I attached the one credit I have yet to see and I do not feel safe to travel with them again. I do not want any credits. If not a full refund. Hold these F- quality companies accountable.

*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. ↩