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Business Profile

Travel Agency

CWT Harvey's Travel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:16/01/2023

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a cruise through Harveys Travel and was offered 185 USD Onboard credit directly from the travel agency for doing so. During the cruise (January 2023) I noticed this credit had not been added to my shipboard account. I contacted the travel agent I had dealt with by email and she responded by advising me that it had got lost during the transaction and she personally (not the company) was prepared to give me 150 USD instead. Clearly this was not the contracted amount and I am seeking refund of the equivalent of 35USD now I have returned to home. I also think others should be made aware of this failure to honour obligations.

    Business Response

    Date: 20/01/2023

    Thank you for the opportunity to respond. 

     

    The Onboard credit was to be supplied by the cruise line. our invoices from September 22 included the OBC but when we paid the final payment the updated invoice did not reflect the OBC amount. We missed this detail on the new invoice. 

    When the client contacted us while travelling we applied a $150.00 credit right away and contacted the cruise line to investigate the issue. This is still under investigation with the cruise line as to why the promotion dropped from the booking.  

    The customer contacted us on January 16 for a follow up of the $35.00 and we advised the same as above and asked for some time to resolve the issue with the cruise line. 

    We will reimburse the client the remaining $35.00.

     

    If you require anything further please advise.

     

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