Quality Assurance & Resolution
Cancun,#2UPDATE Employee
Thu, February 05, 2009
To Whom It May Concern, in reference to this customer's claims we as Cancun Travel Unlimited would like to express our side of the story. In our sales process our agents read directly from a script that is worded to express all of the details of the package. Once the customer accepts the offer then they are transferred to the verification department where all of the terms and conditions are repeated and recorded. Even though we do not record the entire process, in the verification portion there is a time where we ask the customer if everything that was on the recorded part the same as the representative explained. This allows the customer to ask anything that was not clear or that was different from the way that the sales rep explained it, to the way that the verification agent recorded it; this eliminates any doubt that the agent made the deal sound better. In this particular case this customer was under the impression that Cancun and Costa Rica portions of her vacation package where both all inclusive of meals and beverages. She called the customer services several times screaming and yelling to our agents for up to 20 minutes at a time. We asked her what we can do to make her happy. She decided to downgrade to a Cancun Only package. We gave her all of the options and did all we could to accommodate her acting in good faith. Anybody that has purchased a package with Cancun Travel Unlimited; if you have any problems contacting us you may do so at [email protected].
Pamela
Grand Forks,#3Author of original report
Fri, October 03, 2008
After going over the terms and conditions I found what I thought was a reason to dispute the non-refundable with Cancun. Of course we went in circles until she concluded that at least I also have the Costa Rica package so go there or something like that she said. Then I realized the conversation they did record said I would get this second package and I never did. My second conversation with them they said I would only receive this AFTER I went to Cancun and participated in the 90 minute tour. So now I figured I had them. Because the recorded conversation never mentioned I had to do the tour to receive it. So we settled on receiving half a refund since I did receive half the agreed package for the 600.00. So if anyone is in the similar position this could work for you to get a minimum 299.00 USD back. If someone has patience and time this might be enough grounds to fight to get back 100% of your money. Of course I had to sign a document agreeing that this compnay has done nothing wrong. :( But at least I got 299.00 instead of nothing. Good luck for anyone else who has had to deal with these people.