Complaints

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.

• Initial Complaint

  Date:05/09/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Wanna Get Away Travel agency was suppose to book a 7 day Cruise to ****** for my family. After multiple attempts to reach the travel agent before the due date to pay off the cruise, our cabin was cancelled. She attempted to reinstate the reservation to ****** but instead booked us for a 3 day Ensenada cruise we did not ask for. Meanwhile our credit card was charged $1289.82 for the Ensenada cruise when there was no authorization to do so. Now our deposit for the Alaskan cruise plus ******** is somewhere we cant even track and we still have no cruise cabins for ******. Rebooking causes us to pay double what we were suppose to pay in the beginning. I will never trust this agency with my cc information again.

• Initial Complaint

  Date:05/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  *******, owner/ agent of Wanna Get Away Travel initially booked for our family to set sail on 07/26/2024 through Royal Caribbean Cruise Lines (Ship: Ovation of the Seas). We had 11 travelers among 4 families and made deposits for 4 cabins with final payments due 90 days prior to the sail date which was 04/27/2024. One cabin was paid off, all other deposits were made and additional payments thereafter on the remaining 3 cabins. In March I asked for her to quote us on travelers insurance. She added insurance to all passengers but then after speaking with the family, one member decided he did not want it. On 04/04/2024 I asked her to remove the insurance from his account and send the rest of us updated balances so that we could pay off the remainder due for the cruise cabins. I also reached out via text on 04/11, 04/20, 04/26 and 05/02 to express our need to pay off and to ask if the rooms could be assigned. Her responses included she was on vacation, she would try calling tomorrow or that her phone was broken. I tried calling RCL myself to pay off our cabins but was told that the travel agent would need to be the one making all our payments and arrangements. Although time was passing, I still trusted that she would have all our cabins secured. On 05/05/2024, I received a text from her early morning telling me our cabins were cancelled. I called RCL and confirmed that this was due to nonpayment. She assured me that our reservations were reinstated and that no additional charges were made with any of our credit cards. None of that was truthful. On 05/05/24 there was a charge of $1289.82 onto one family members credit card and roughly $377 charged onto our card. Both those charges were not authorized and aside from that, it was charged for a 3 day Ensenada cruise that was never asked for or planned to be booked.I have given her many days to help us resolve this matter hoping she would be able to reinstate our reservations at the prices given to us in January when we all agreed and budgeted for this cruise. Although I made it very clear multiple times that these are the ONLY sail dates that are feasible for our family due to work and school schedules, I still was willing to be open to finding other comparable cruises. I have exhausted many options between multiple cruise lines and cruise dates. All of which are nearly double in price which is not taking into consideration changes to our flight, hotel and tour plans in ******* yet. I was on the phone with RCL again tonight trying to find a reasonable cruise for this multi celebration vacation but all options were over double the cost we booked.We had a family meeting tonight with all parties involved. We feel the agency should be held accountable for the cancellation of our cabins. Had this been paid for in full by the due date of 04/27, none of this would have happened. We all wish to keep the same sail dates since all other arrangements have already been made for our party of 11. If the cabins to be reinstated are at a higher rate, Wanna get Away Travel should be held responsible for that difference in price. Expecting us to pay over double the cost due to their negligence is unexceptable. We should not have to sacrifice a 40th Birthday, & 70th Birthday and a 50th Anniversary due to their agency's negligence. At this time, we wish to resolve this matter by having 4 cabins booked as soon as possible on Ovation of the Seas with the original sail date of 07/26/2024 departing *******. We would like all money already paid by our credit cards previously provided to be credited to reinstate these cabins. Any balance left up to the amount originally quoted and booked for us in January, we will make sure to pay in full. The remainder of the balance to be resolved by the agency. We believe this to be fair since the agency failed to communicate and make payments to RCL on our behalf costing us these cabins.We hope to move forth with securing these reservations before the cabins are no longer available since it is nearly a sold out cruise ship. We would need all reservation and cabin numbers showing that we actually have them secured. We hope the BBB could assist us with remedying this situation so that we may continue on our multi celebration vacation.We are nearly 2 weeks past that due date and she has not been able to resolve this matter while cabins continue to sell out and increasing price or even apologize for the mess that has been created with nonpayment, unauthorized credit card charges and unauthorized/wrong Ensenada reservations. I am utterly disappointed in the way this has been handled so unprofessionally.We are all ready to take legal action to pursue a financial resolution for this Cruise should they dispute any of this. We can provide any and all Documentation to support this complaint.