ComplaintsforTravel Best Bets

• Initial Complaint

  15/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 17, 2022, we booked a trip to Ireland through Travel Best Bets, leaving April 2022.  Of their “Top 10 Reasons to Use Travel Best Bets”, they claim to advocate for the customer – “If you should have a problem during your trip, Travel Best Bets consultants can act on your behalf to see that proper resolutions are made.”   The trip was advertised on the TBB website as a Taste of Ireland 7 night vacation, and was to include a “travel kit”, which included driving maps, a heritage book, and discount coupons to tourist attractions.  We never received the travel kit.  A week before we were to leave on the vacation we contacted TBB and were told that the airline would not be supplying the travel kits.  In addition, we were offered the option of upgrading to ***** ***** accommodations, which we purchased.  We were told that the Manor style accommodations were “more like castles and somewhat unique”.   3 of the 4 accommodations were adequate to outstanding, however one of the “***** *****s” was not. We were disappointed but willing to overlook the missing travel kit and sub-standard manor.   To get to Ireland we flew from Vancouver to Toronto and Toronto to Ireland.   In mid-March, 2022, we booked our airline seats through Travel Best Bets, electing to purchase upgrades on 3 of the 4 legs (including the return flight).  On the Vancouver to Toronto flight we purchased exit row seats for the increased leg room.  When we arrived to the plane, the seats were not exit row, but regular smaller seats.   We were charged $125.00 per seat ($250) and got regular seats $18.70 each ($37.40), so on May 6, 2022, after having returned from Ireland, we asked TBB to be reimbursed the $212.60.   We were told that this refund needs to come from the airline, *** ******, even though we paid through Travel Best Bets. Travel Best Bets claim to advocate for their customers however they have not done so in this case.  We are unlikely to use or recommend this company in the future.

  

  Business response

  15/09/2022

  We have been working with these customers since they first advised of their issue with the seating. They have been advised on several occasions that they are entitled to a refund but that it must come from *** ****** and go through all the proper channel to get the money back. There is nothing we can do to expedite this refund process. I will reiterate they have NOT been told no to a refund they just have to be patient and wait for this process to take place. Travel Best Bets has done nothing wrong and are not in control of the process this is 100% *** ******. Tell us why here...

  Customer response

  20/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  On the Travel Best Bets website they claim that they will advocate for their client, and make it right.  They do not live up to their advertised promise.  
  A 5- 6 month wait on a refund is also not acceptable.   Verbatim, Travel Best Bet says:  Our only objective is to get you the best value and satisfy you completely.  

  That did not happen. 
  
  Sincerely,
  
  **** *****

  

  Business response

  21/09/2022

  We understand you do not feel that amount time is acceptable and nor do we however we have no choice but to wait for the process to take place. As I said on many different occasions you WILL get the refund. We have advocated for you in many ways and continue to do so through this process. At this pint there isn't any more we can do but wait for *** ****** to refund the money. Tell us why here...

  Customer response

  22/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I see no advocating by TRavel Best Bets contrary to what you promise. When was the last date you contacted *** ******? How many times. Again, little to no advocating seen.  
  
  Sincerely,
  
  **** *****

  

  Business response

  22/09/2022

  I am continually surprised that you feel we are not advocating for you. You have booked 12 trips with us including a trip that you are leaving on in 2 days so you must feel we are a good agency and you have been happy with our services. Per your request, here is the break down of my communication with *** ****** Vacations:
  May 17, 2022 at 1:56pm, August 17, 2022 at 4:29pm and again today.  Tell us why here...

  Customer response

  22/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  In the 5 month period that we have had this concern, and right up until yesterday, Travel Best Bets has made 2 contacts with *** ****** in an effort to advocate for us and retrieve our monies. 
  The public needs to be aware that Travel Best Bets advocates very little for their clients. 
  We have booked many vacations with TBB in the past because we had the mistaken belief that they would advocate for us and “make things right” as they claim on their website. 
  TBB is making a mistake in assuming that our prior purchases are indicative of our current satisfaction with this company. 

  
  Sincerely,
  
  **** *****

  

  Business response

  23/09/2022

  At this point we no longer wish to go back and forth as this is not helping the matter. Your file is being handled the same way any other file has been handled over the last 25 years. Once again we want you to know that you WILL receive the money back.

  Customer response

  23/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  they have not given us a satisfactory result.
  
  Sincerely,
  
  **** *****

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