We booked and paid for a trip, but were shocked to find out there was an extra vendor fee despite having settled the tour and airfare. The website was malfunctioning, preventing us from making the payment. I reached out to the support team for assistance, but they then wanted to impose a late fee. In the process of trying to resolve this, they ended up canceling our trip. The customer service was poor, and the communication was frustrating. It's unacceptable to cancel our trip just six weeks before departure after we had booked it 13 months ago, thinking we had paid in full. Regarding the response below, the company is not being truthful. I have emails proving that their team did not help in reducing the fee. We were informed that we owed an extra $298 along with another $300 in late fees. The website indicated that we had paid in full, and when I tried to settle the remaining balance, it showed that we had credit. I have records of my numerous attempts to reach out to customer service for help in resolving this matter. We had already paid $950 each of the total $1100. Why wouldn’t we want to settle the balance? The company canceled our trip, and their response does not reflect the reality of the situation.
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