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Business Profile

Travel Agency

All About You Travel Unlimited, Inc.

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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  • Initial Complaint

    Date:10/02/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Italy tour Sep 13-25 2023.

    We paid our travel agent $350 in transfer fees from the Rome airport to the Rome hotel on Sep 13th and from our hotel to the Naples Airport on Sep 25th.

    No one picked us up from the Rome Airport and we had to pay an **** $120 Euros (very stressful). On Sep 25th, we had to pay a shuttle $225 Euros to take us to the Naples airport.

    Our travel agent has avoided the email I sent her by simply saying that "transfers were not included."

    Business Response

    Date: 10/03/2023

    1st of all, I received email from client on Sept 30th at 6:08pm E.S.T. and I responded to his email from Egypt at 3:23am on Oct 1st, which is 15 minutes after I received his email.

    2nd of all - they scheduled trasnsfers for a total of $301.35, but they were cancelled by 3rd party for nonpayment. I believe this was my fault for not making this payment, I am human and missed it, but the clients never asked about their documents for transfers either prior to departure. The first I heard from them was after they arrived and by then I was escorting a group in Egypt and did not have their inforation as I told them in my email:

    copy of email: Good morning 
    I start my journey home this evening from Egypt . Hope to be back in office on Tuesday midday. All of your information is in your folder. So glad you had a wonderful trip, that part of Italy is so beautiful. We will talk this week

     

    i planned on calling them today until I received this complaint which is because they did not read their email. I planned on discussing all with them today and would have made it right with them, i can take 50% of the blame which would equal 50% of what they had to pay for transfers that they can show me receipts for. Now I will wait to hear from you before responding to my clients, since they chose to file a complaint without basis

     

    Thank you

    Jean P****

    Business Response

    Date: 10/06/2023

    I am not retailiating anything, I am just trying to refund the clients but I need copy of the reciepts if Marie will please email them to me or better yet send through BBB, that's all I am asking for. I have apologized a couple of times, I don't know what else they exect from me. I need reciepts for my accountant. If they had read my return email last weekend when they first sent to me, this would be over and they would have their money on Tuesday when I returned to the office. 

    Customer Answer

    Date: 10/09/2023



    Complaint: ********



    I am rejecting this response because:

    Marie and I are tired of these back-and-forth responses. A reputable travel agent would have already paid us the $350 in transfer fees WHILE IN ROME that we paid Ms P**** in good faith. What receipts is she referring to? In an email 2 weeks ago I asked for a breakdown of our expenses, but never received any; those are in the records that Ms P**** has, and clearly include the $350 USD for the two transfers. The two taxi drivers would not give us receipts as they dealt in cash only, which, BTW,  amounted to approximately $400 USD.

    Also, we were significantly traumatized at the Rome airport when no one was there to greet us, as well as by her cold response to my 14 Sep email about us being stranded, with a response to the affect that transfers were not included and NO apology. Note that she later admitted to not paying the transfers.

    We ask that Ms P**** reimburse us the $350 that she owes us and let's end this needless acrimonious discussion. If nothing else, we have put Ms P**** on official record with the BBB that she has done wrong by these two honest clients and significantly negatively affected what could have been a much more enjoyable tour of Italy.

    The check for $350 USD (not $301 as Ms P**** previously stated) can be sent to* ***** ** ******* *** ********* ***** ****** **  *****



    Sincerely,



    **** ****

All About You Travel Unlimited, Inc. is NOT a BBB Accredited Business.

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