Funjet

18 days after my inquiry with funjet and shortly after I made final payments, ALG sent an email informing us of a change in the departure flight but never informed us of a cancelled return flight. After getting stories from Funjet that flights are not refundable and not guaranteed, I reached out to the airline, with proof that Funjet sold us flights that were not available with the airline to begin with and Funjet staff misinformed us about the flights when we inquired about it within 30 hours from booking. Airline agreed to full refund to the original method of payment. (You hear about of these sorts of scam from third party vendors but now this is Funjet). Funjet is denying a refund to my credit card for the land portion (even though the hotel has a cancellation policy 3 days prior to arrival we are 6-7 weeks away). Funjet is charging me $200.00 for cancelled reservation, accusing me of a voluntary cancellation. I did not cancel my reservations, funjet did.

They emailed me about changes weeks later after having information from the airline, failed to notify me of a cancelled flight (as confirmed with airline) and refused to provide alternative airline. CS representative herself told me that all I need to do is to cancel and start looking for a new package with a new airline. Funjet sold a service which was not available at the time of booking and have not taken any measures to provide an alternative airline since the originally booked airline does not have flights available on our scheduled dates. How is this a voluntary cancellation? I don’t want to cancel I want to go on my trip.

This appears like a scam to me! I cannot believe that I am dealing with ALG, with an elite travel group. I have never received such unprofessional customer service. One of the reasons I use ALG, and not other booking options because of their long experience in the industry and expecting an exceptional CS but it is not the case with Funjet. When I ask to speak to a supervisor, CSR refuses to put a supervisor on call. A few times the call was dropped by CS. I spend days and long hours on the phone pushed from department to department. When I ask for email addresses, they provide invalid emails. Submitted many emails with proof of all documents and no one there cares to review anything, they all respond like robots with the same memorized response and without any courtesy to the customers.

How do they get away with this? Most people forget that ALG, Apple Leisure Group now acquired by Hyatt owns and operates under Funjet, Apple Vacations, Cheapcarribbean and many other such as United and Southwest vacations (so don’t be fooled when you think those are separate companies and you are booking with their competitors). Regretfully, not! Seems like a Monopoly to me.

Now they are telling us we cannot use those flights because we bought an "exclusive" package.. Wtf is that? And they said there is no exclusive packages for the rest of the year. Now they are saying we can use any airlines we want as long as they are exclusive (how do you even look for those) and they said it's okay to use and look through other websites (at first they told us it only had to be search from the Funjet website). But apparently there no flights for that anywhere. What am I supposed to do now? They refuse to extend my credit for next year until there is "Exclusive" flights. They are stealing and this should not be allowed!

As soon as we get there, my daughter and I are in our winter clothes and weren't able to check in. We were watching other families that came in after us being shown to their rooms and we were told we had to wait two hours. It took a bellhop who was confused why we weren't being checked in to get us a room. I had to share a bed with my eighteen year old daughter for four nights when we were supposed to have two standard double beds. I got the room changed, no help from the agent. No coffee in the rooms, you only get two bottles of water. I was told we could get bottled water from the restaurants but that wasn't true. The office personnel was rude. They never had red wine available. It was a hotel, not all inclusive like the agent said. We met with other Americans that also felt discriminated against. My agent did not lift a finger to be helpful and it was an issue to get picked back up to to go the airport. She had no idea who to contact.

There was nothing to do. Not even a gift shop. There was no red wine, no entertainment, It is a hotel not a resort. If it wasn't for the other people we met who were in the same boat as us, we would have died of boredom and Christmas would have not been joyful. At night we would hear music and activities going on and nothing would happen at our resort. We met another mother and daughter and they booked a five day stay. They were just as disgusted and disappointed as we were especially when we had to get food from outside the "resort". When we would go we would talk to other people outside the resort and they've had great entertainment; music; Christmas festivities; food, with Santa sliding down the pole. Her travel agent booked them at a new place Grand Series in Riviera Maya in September for the five days that they lost at the Pink Flamingo. My agent did not do this.

With my experience I don't have any interest in going back to Mexico. This was my first time going but I really wanted to experience Mexico but now I'm afraid to go back with such a bad experience. No one tried to make things right. I have unprofessional emails and text messages from the travel agent. The trip I took to the Dominican Republic through a different agent was amazing. I got my money's worth with the same amount of days and nights. With this travel agent it was a big disappointment through the same company Funjet. The first one couldn't book a trip for the second time due to medical reasons.

4 days before flight the airline had no record of us on the flight because Funjet never applied the credit. Meanwhile my daughter is scheduled on the flight with an entire 6 day trip planned for Isla Mujeras with my husband and I. Nervous, I call and literally 4 to 5 hours later, no one can seem to apply the credit. In addition, it was 4th of July weekend and was told I'd have the credit on Monday the 5th when someone "in accounting" was in. I said Monday was a holiday but told "no we are open". Monday they were closed. Really?!!

Tuesday the 6th, after on hold 2 hours with 3 days from flight day was told that they cannot apply credit nor guarantee the price I booked it at!!! I had to book a flight elsewhere to arrive close to when my daughter was in Cancun. I was told "sorry" but since I canceled it first, cannot issue a refund. Back to square one. I have a credit but it's worthless to us when they cannot seem to apply it. I want to do something from a legal angle. Can we all fight for our money and not allow these scammers to be in business? Give these customer service reps a job in an honest company? They suck because the company they work for does.

Contacted them weeks in advance. They advised me someone can take my place and the names be changed or I could get my refund. None of this happened! I had someone in place ready to take my spot to make it an easy transition and change of names and she would give me the payment for what I paid, then told after that they could not. Then when I explained to get my refund or even a credit to go somewhere in state those same days to use them, they told me NO. I would have to pay a $300 fee with them and would only get a $600 credit. I was also told I could not even book an in state trip during the same time so they still get business and I still get to take a trip. They did not allow either.

WHY IN THE HECK would I want a credit with them after the lies told on the website and all the nonsense I had to endure from them due to an emergency beyond my control. I will NEVER use them again. Now I'm in a panic and trying to see if any options what can I do to get my refund. I don't want their funky $600 credit when I paid almost $1200 for the trip. I am so disappointed in the lies and false advertisement. I will NEVER book or refer any customers to them. You all should be ashamed, especially when some customers take all the proper steps.

At that time, I was informed that I needed to pay $200 by the end of the business day or I risked losing my booking. I was told that after I pay the $200 I would receive travel credit. Well, after paying fees, I attempted to get information on travel credit and was told that that package did not qualify for travel credit. It would have been better to just let the Sears on the plane go empty. It would have saved $200. Beware before doing business with this company.

The incompetence of the workers at this company is infuriating and downright unprofessional. I don’t recommend ever working with this company unless you want your vacation to be the most difficult experience of your life. Not only are they now not returning our money, but they have not offered one single time to compensate us somehow for our troubles, that they themselves caused. 0/5 stars if I could.