Michelle-alcatraz
Atlanta,#2UPDATE Employee
Thu, December 30, 2010
Tina Prause purchased the VIP Space Shuttle Launch Viewing at the Kennedy Space Center from Orlando for November 13, 2009.On October 20, 2009, we were notified that NASA rescheduled the launch from 11/13/2009 to 11/16/2009.
When Tina placed her reservation in 2008, she was provided with a specific pickup location, as well as our terms and conditions regarding shuttle launches. When the launch was rescheduled, her previous pickup location was no longer offered and an alternate location nearby was added.
Unfortunately, this is just the way things go with shuttle launches.We have absolutely no control over the weather, and NASA often reschedules launches numerous times.More often than not, a launch is rescheduled at least once.During this process, the dynamics of arranging transportation for thousands of people changes.We, like everybody else, choose to roll with the punches because there is NOTHING quite like a space shuttle launch.
Having said that, Tinas E-ticket clearly states that she needed to call Gator Tours at least 48 hours in advance to confirm her pickup time and location.
Tina Prause called Gator Tours to confirm her reservation, and was advised that her previous pickup location was no longer available. In addition, the Gator Tours representative, Jason, provided her with the correct pickup time of 5:10AM.
Jason and the Gator Tours staff went above and beyond to assist Tina Prause with this reservation, including sending a vehicle to the Kennedy Space Center to meet Tina Prause with her tickets, and made arrangements for her to return from the viewing site to the Kennedy Space Center on a NASA bus.
Although Tina Prause was given no incorrect information, Gator Tours requested that we issue a partial refund to Tina Prause as a professional courtesy. Tina Prause was issued a refund of $50 per person (a total of $250.00) on 11/25/2009. I feel that this refund was more than fair, as Alcatraz Media did nothing wrong. We provided her with valid information at the time of booking, and Gator Tours provided her with valid information when she called to reconfirm.
We have been in business since 1999, have assisted millions of travelers, and carry an A+ rating with the BBB in Atlanta (http://www.bbb.org/atlanta/business-reviews/travel-agencies-and-bureaus/alcatraz-media-in-atlanta-ga-7003850).We pride ourselves in providing excellent customer service.We have never ripped anybody off, and will never rip anybody off.We try our very best, although we recognize that you cannot please everybody all of the time.Please consider this and contact us if you have any questions about our services.We love travel, we are here to assist you, and we want to earn your business.