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TravelT
March 3, 2011
Their booking error
I booked a vacation with travelbyjen.com and they quoted me one price. One that I confirmed on a couple different phone calls before booking 2 months before my trip. I never received any confirmation materials before departing to Costa Rica. Didn't get the vouchers and itinerary until arriving at the airport. It wasn't until near the end of the trip that I realized they never booked my last transfer. After waiting for this to be fixed I get an added charge of over $200 to my credit card after the trip. This was their mistake that they failed to fix. They have been passing me around to different agents for months to fix, but still haven't. I have worked in customer service so I can't understand how a company in a service industry can be so unprofessional and about righting a wrong. If I was told the price by the agent when they were "fixing" it while we were in Costa Rica, I would have just taken a local option for the transfer. I travel a lot and was comparing agencies based on price. This one came up lower because their mistake which they came back and tacked a charge on for later. I urge you to avoid this agency if possible and go with one that is more professional. If you're just booking based on price, you'll end up owing more in the long run. Still waiting.
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rancid5644
February 10, 2009
Uncooperative
Travel Agency: Travelbyjen.com
Travel Agent: Robert Phillips
I booked a vacation package with Robert Phillips from Travelbyjen.com. They quickly took the passenger's name and my credit card numbers. They failed to double check the names. I asked them to send me an email confirmation so I don't have to wait weeks for the package documents to come in the mail. He failed to send me an email confirmation. I called 2 days later and spoke with another agent who kindly sent me the email confirmation. I read the email confirmation and notice he misspelled my last name [Feier instead of Seier]. I felt that would be an issue with the airline ticket, airport security, transferring to the hotel, hotel reservations, etc. I called back Travelbyjen and asked them to please change my information to the correct spelling. I spent a lot of money on a trip and I would most certainly expect my name to be spelled correctly so my travel would be accepted without issue. They refused to change it. At this point I decided to try to change the reservations on my own since they continued to refuse to change the information to the correct spelling. I called the airline and they told me that the travel agent would have had to pay $150 to change an airline reservation. It was clear why they did not want to change it, even though they failed to type the correct information. I changed my airline information to the correct spelling. The next step was to call the hotel. I called the hotel, they directed me to customer service, which directed me to the national branch of Go-Go Vacations, which directed me to the local branch of Go-Go Vacations, which told me the travel agent had to change the reservation. I provided the local branch of Go-Go Vacations with the travel agent's direct contact information. I called the uncooperative travel agent and provided him with the contact information of the Go-Go Vacations representative to directly change the reservation to the correct spelling. After doing all the leg work for the travel agent, he still decided to not change the reservation to the correct information. I don't recommend this agency to anyone since they fail to correct a mistake that they clearly made, which a spelling mistake could be crucial in whether you can get on the plane and/or check into your hotel. Thank you.
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