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Mildred of Chicago writes:
I made reservations to go on a Cruise with Carnival Cruise.
Since ES Travel is my Travel Agency I most often use, their
office took over the booking for me. Jeff is the Travel Agent
I dealt with.
This cruise was a Christmas present
for my spouse. I picked up the tickets and the cruise package
on December 23, 1999. The trip had been paid previously paid
for on my American Express card. After picking up the tickets
on the 23rd of December, I received a phone call from Jeff on
December 24th, Christmas Eve.
Jeff asked me to return my tickets because Carnival said my
tickets had been recalled. I asked him what did he mean my tickets
had been recalled. He said he had never heard of anything like
that. I asked him what should I do. He said to return the tickets
immediately or Carnival would charge me a penalty.
I had no idea what to do because
Christmas was the next day. The trip was scheduled for January
14-22, 2000. I hung up the phone with Jeff in a confused state.
I waited a while and then called Jeff back. I went on to ask
him again for advice on what to do. He went through the same
routine telling me he did not know. He said he was also faxed
a letter confirming this. I asked him can I see a copy of the
letter, Jeff said if he could find it.
I got off the phone with him and
called long distance to Florida to Carnival Cruises. I spoke
to a representative from sales, she looked up the booking number
I gave her and I explained what happened. She said there was
nothing on the computer stating that anything was wrong with
that booking. She could not understand what was wrong either.
She transferred me to Accounts which
is the department that checks to see if their are any financial
problems. Gloria in accounts could not tell me where the problem
was either. Noone could give me any answers to what was going
on.
I am furious because this is a Christmas
gift and now I don't know if I will be going. I am now suffering
emotionally because I don't know whether to put this gift under
the christmas tree or what. I contacted American Express to
see if there were any problems on their end and they said no,
everything was paid and there was no problem there. I decided
to go ahead and put the cruise envelopes under the tree and
I would deal with Carnival later.
I called on Sunday, December 27,
1999, I spoke to Mckinzie to get some information, but again
no one could figure out what was the problem. I explained what
Jeff from CES Travel told me. Noone knew what the problems were.
The computer at Carnival showed no notes. I then was transferred
to Ms. Brown on the same day and she was the one that explained
that duplicate airline tickets had been issued for me. Carnival
had faxed CES Travel asking them to get in touch with me to
send the extra airline tickets back, and if I did not they would
penalize me.
That is not what Jeff at CES Travel
told me, he made it look like I had done something wrong and
my entire trip was forfeited. I explained this to Ms. Brown
and she said she did not know why Jeff said what he said, Ms.
Brown told me to ask Jeff for a copy of the letter they faxed
to him.
CES Travel would not open until Monday
so I had to wait. At this point I wanted to speak to a supervisor,
I was transferred to Fernando, she was able to explain to me
about the duplicate tickets and she did not know why the travel
agent acted in the manner he did. Ms. Fernando sent me a copy
of the letter that was sent to the travel agent and it was nothing
like Jeff made it sound.
At this point I am furious, I asked
Ms Fernando could I have Carnival to take over the booking.
I was truly angry with Jeff and I did not want CES to receive
any commission for that sale. I wanted Carnival to take the
original booking back. Ms. Fernando said she would take care
of it and she never called me back. She also said that Carnival
would take over the booking but CES still had it. I kept calling
Ms Fernando and she being a supervisor never called again. I
wanted someone to give me some kind of comfort or a apology
for all of the pain and aggravation for such a change of words.
I contacted Jeff of CES Travel on
Monday, the 27th of December and of course he denied that he
had said the things that he said. Why would I go through all
of that trouble if he would just had told me to return the duplicate
airline tickets. I know what Jeff said and he woke me up out
of my sleep on the morning of December 24th.
The consequences were I did not know
whether or not my trip was cancelled because I could not get
a answer from Carnival because they were closed for the holiday.
Emotionally, I was torn because I was giving this trip to my
spouse for a Christmas present and this was the main present.
I had spent countless days trying to plan this trip. Economically
I had to pay for a lot of long distance phone calls and I had
the fear of paying a penalty and not knowing why?
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