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Complaint Details
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Initial Complaint
10/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
By now you know that we are in a dispute with Citi-Costco Mastercard. Let me begin by stating that I expect a full and complete refund before October 4th. I believe taking $ 500 as a penalty is nothing less than price gouging. Fifty percent penalty from $ 1000 deposit is outrageous regardless of whatever the contract states. Cancellation was done many months in advance and there is no evidence that you lost any money. This is the direction I will initiate if an additional $ 500 is not refunded. 1. Yelp – make an entry using the issues listed below. 2. Albany and Buffalo BBB – enter a complaint using the issues listed below. 3. VISA and Mastercard – contest payment and request travel reimbursement using the issues below. 4. TEE congregant’s I had been expected to travel with will learn of my experience. If you don’t wish to have this negative publicity, with a record of a customer disagreement, and a CC complaints recorded, you’ll refund the entire $ 1000. Let me also add that it’s belief that Ayelet has: · Ayelet breached its contract by not providing usual and customary travel services i.e., airfare and ground arrangements inconsistent with each other. · Ayelet provided misleading information about the trip, accommodations, and other services. I was sold a dissimilar experience than what was initially promised. · Ayelet was unresponsive and failed to provide timely updates unless pressed by me. · Ayelet made mistakes with reservations (e.g., wrong dates, incorrect flight times, or hotel errors) that caused me inconveniences and additional costs; this justifies a full refund. · Ayelet wants unjustified cancellation charges for services not yet provided. The trip is 5 months away! · Ayelet’s customer services has been unprofessional and dismissive which has now led to a stressful and unpleasant experience. refund. Let’s get this resolved before I take the above measures.
Business response
10/04/2024
Hi BBB,Here is the response we sent to client. We are here if any further information is needed. Thanks,Ayelet Tours1. Our cancellation policy is outlined in writing on our website and stated during the online registration process you completed. Agreeing to this policy is required to finalize any booking, as you did in June 2024*******************************************************************************************************************************n2. The non-refundable portion of your deposit remains on file as a credit, which can be applied toward any future tour with us within the next two years.3. Our policy is, in fact, quite lenient compared to others in the Jewish group travel industry, where it is common for deposits to be entirely non-refundable from the moment of registration.4. Cancellation policies are not punitive. They exist in recognition of the significant work done on behalf of registrants well in advance of travel, as well as the work required to reverse arrangements when cancellations occur.5. Regarding your concerns, we made no material changes to the tour itinerary. After ***** *** ***** finalized that they would not be offering a non-stop flight on the original departure date, we worked closely with synagogue leadership to consider options, finally choosing to offer a non-stop option the day before, along with an additional hotel night. For those who prefer to depart on the original date, our air department is available to provide alternatives with connecting flights.6. Your written reason for cancellation was due to a new personal family obligation, which is a wonderful occasion (Your grandson’s Bar Mitzvah). While we share in your joy for this event, it does not warrant an exception to our stated policy—particularly given that we have already extended a future credit for the non-refundable portion of your deposit.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.