We booked a family vacation with Apple Vacations for 9 family members in January for June 8-15. On May 3 we received our first confirmation for our “Exclusive Apple Non Stop Flights”. Apple booked our flights with Frontier but didn’t inform us that there would be an additional cost for luggage. We thought it was an Apple charter flight. At $76 per piece of luggage one way it would have cost us almost $1,400 for each of our travelers to bring only one piece of luggage and the tickets were $430 each for the three hour flight from St. Louis. After reviewing our January call, Apple agreed the customer service rep never told us about luggage fees and gave us free luggage. 8 hours before our departure flight we were notified in an email that our flight was canceled. I booked Southwest flights that added an additional $2,000 to our trip and got us there on the first day of our vacation. In Mexico I called Apple to ask the process for getting reimbursed for our flights and were told Frontier would credit Apple and Apple would credit us. I waited three weeks for the credit only to call in and discover I have to initiate a request for credit which is not what I was told when asking the process. Apple never contacted us to explain the process or acknowledge the cancellation. I could have booked nonstop flights on Southwest with free luggage for less money than the Frontier flight and a lot more reliability but the agent led me to believe the flights were part of a package deal. At least the cruise ships give you the option to book your own flights or book through them. It takes almost two hours of waiting to talk to an “off shore” Apple agent and there is no separate phone number for post travel or any option when you call in for that department. We used Apple Vacation 13 years in a row in the early 2000’s and were impressed with the company but will never use them again. I felt underserved, unappreciated and neglected after spending more than $20,000 with this company. So disappointed.
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