Funjet

I received a response from her on March 19th that stated that she would check on it because she thought I would've received my REFUND by then. I texted her again on March 24th to find out what the hold up was with my refund. She said she'd send another inquiry and she would escalate the issue. On April 5th, I contacted her again since I hadn't received my refund. She said she had reached out to Funjet a few days ago. I contacted her again on April 18th since I hadn't received my refund. She finally contacted me today and told me that I wouldn't receive a cash refund. I'd only receive a credit since they'd purchased my flight already and the ticket was non-refundable. So they'd give me a credit. I wasn't happy with that.

I called customer service directly to inquire about receiving a refund since the Travel Protection said I would receive one if the trip were cancelled for any reason. That is when I was told that I only had the basic travel protection that will give me TRAVEL CREDITS if the trip were cancelled. There is a more expensive Travel Protection policy that would've given me cash back minus the price of the insurance. I WAS NOT MADE AWARE THAT THERE WERE TWO DIFFERENT TYPES OF TRAVEL PROTECTION. Had I known, I would've paid for the more expensive policy to ensure that I receive my CASH BACK instead of travel credit.

This is NOT my fault. I am entitled to my cash refund. In this economy with everything so unsure, I cannot afford to have almost $800 just sitting there in travel credits. I am very disappointed in this company. I think that this is very unfair that I am being penalized because I was not told of the more expensive insurance to guarantee my cash back for a cancelled trip. Be very wary of doing business with this company.

Upon returning home, I attempted to contact funjet on multiple occasions, however it seems that it is purposely difficult to find the “after travel” department. There is no direct number at which they can be contacted, therefore you must call the general line, wait at least 30 minutes to be assisted, then they require you to be transferred to the after travel department, which is another 80-90 minute wait. The call back service failed on multiple attempts. I also requested an email to be able to contact this department, and was provided with a dead end email address. AFTERTRAVEL@funjet.com DOES NOT exist, and you will receive an immediate “failure to deliver” message from your email provider.

Once I finally was able to communicate with an actual representative of the after travel department, they were very apologetic and wanted to help, but were incapable of offering any real solutions to my issue. I was assured I would receive an email soon after our conversation, however, it has currently been over 5 hours and I have received no such correspondence. This is clearly a situation where the systems set up assist with after travel issues are extremely poor. The customer service is severely lacking and requires drastic improvements. I would never book travel through funjet again, and could not recommend their services to any travelers. I hope this helps.

I even received an email reply telling me, "Please understand that due to increased excitement to book incredible vacations our wait times may be longer than expected and we are currently unable to accept requests for call backs at this time." If I'm reading that correctly, they're basically saying that they're dealing with the new suckers, and the previous ones have to wait. Indefinitely. My next visit is to the Better Business Bureau and then to a local news station that looks into consumer fraud.

We expressed that we enjoyed one day total at the resort - we were supposed to be there for 6 days but stayed for 4 (again, would have left earlier if there was a flight). We spent a lot of money on flights and had to pay for all of our additional lunches dinners. We were hoping funjet would try to make this up to us by providing most of our money back. Instead, we were refunded for less than 2 days (I had asked for 5 our of 6 days to be refunded). When I think of my honeymoon I will think of this horrible, disgusting resort and this terrible company, funjet, that didn't seem to care that our entire honeymoon was ruined and it cost us thousands of dollars.

1. Funjet processed the wrong Future Travel Credit even though I confirmed the hotel cancellation policy and Future Travel Credit with three different Funjet agents prior to cancelling. The issues first began when the hotel cancellation policy showed up incorrectly in their system for the reservation. When making the booking, the hotel was never a "non-refundable" hotel rate. However, after making the booking the confirmation read – “Cancellations at this hotel may be non-refundable. Please contact us for more information.” I asked the Funjet agent to call up the hotel and ask what the cancellation policy is, but the reservation had just been made and hadn’t passed over to the hotel though. He told me to contact the hotel myself the next day.

A few weeks later, I called Funjet again to ask what the hotel cancellation policy was. After an hour on the phone, the Funjet agent told me he got transferred and disconnected by the hotel so I should call the hotel up myself. So I did, but the hotel informed me the reservation was made through Funjet and refused to tell me what the cancellation policy was. The hotel said the cancellation policy has already been provided to Funjet and to ask Funjet. I then called Funjet a third time about the hotel cancellation policy. The Funjet agent spoke with the hotel and told me as long as I cancel by Nov 9 (4 days prior to arrival), it was fully refundable and she put notes on the reservation about who she spoke with at the hotel.

The following day (on Nov 9) I called Funjet to cancel the reservation for my client and the Funjet agent said he had to call up the hotel again to re-confirm the hotel cancellation policy. He spoke with the hotel and got the same information as the previous agent, but then said he needed an email from the hotel stating hotel cancellation policy before processing the cancellation. He forgot to ask for the name of the hotel person he spoke with, which he should have done, so he had to call the hotel back. After an hour on the phone with him, while waiting for him to get the name at the hotel, our phone got disconnected and he never called me back even though I provided my call back number.

A few hours later, I called Funjet and asked another Funjet agent to cancel the reservation. She said the hotel is not an issue, it is refundable if we cancel today. She gave me the exact amount of Future Travel Credit my client would be receiving - $4105.43. A few days later Funjet set me $280 in Future Travel Credit. So I called Funjet again about why the Future Travel Credit was completely wrong. I was told that the hotel needs to send an email stating the hotel cancellation policy because Funjet processed the hotel as 100% non-refundable. This happened after all the phone calls verifying the hotel cancellation policy. So I spent an hour on the phone waiting for the Funjet agent to get an email from the hotel.

After receiving the email form the hotel, the Funjet agent told me he had to attach it as a file into a form for accounting to reprocess the Future Travel Credit. However, his system doesn't allow him to create a file to attach. I spent another hour on the phone waiting for the Funjet agent to figure out how to attach the hotel email as a file to the form for accounting. I spent extra two hours on the phone to get the correct Future Travel Credit amount for my client because Funjet can’t figure out the hotel cancellation policy. All in all, I wasted 8 hours of my life on the phone calling Funjet because Funjet didn’t know what the hotel cancellation policy was, and processed the cancellation incorrectly as 100% non-refundable when it was refundable.

2. Funjet never exchanged/reissued my client's airline tickets when they changed their dates. The day prior to departure, my clients went online to check-in and discovered their flights were cancelled and they had nothing booked. Evidently the Funjet agent that did the change didn't complete the form to request tickets to be exchange/reissued. I had to frantically call in and hold for 30 minutes while they got someone in the air department to exchange the ticket. If you have any itinerary changes, check directly with the airline to ensure Funjet actually reissued the tickets for you.

3. Funjet agents overcharged one reservation $900 and tried to overcharge another reservation by $600 because they don't know how to choose the lowest price for a specific room category. Make sure you go online and view the pricing before calling up Funjet to do an itinerary change. On one reservation, there were 3 different price points for the exact same room category. Instead of choosing the lowest price, the Funjet agent chose the highest price. This happened on 2 different reservations. Do your own price research first directly on Funjet’s website.

4. Funjet agents refuse to assist when they are supposed to. When my client tested Covid positive and needed to change his dates, I asked Funjet to contact the hotel to request a waiver on the hotel cancellation fee. The agent refused to and told me to contact the hotel directly myself. So I did, and the hotel easily agreed to a waiver when I provided the Covid positive document as proof. However, the hotel said that the reservation is through Funjet, so Funjet is required to submit in waiver request directly to the hotel, it can't go through me. I had to call up Funjet again to ask them to do it again.

After changing the dates to the following week, my client still tested positive from the virus though he was symptom free, so I had to change the date again, further out. I called up Funjet to change the dates a second time and the agent refused to do allow me to change it. He said I am only allowed one change per reservation. This is NOT true. 4 other agents had told me I can do changes when needed, there is not rule you are only allowed 1 change. I had to call back and get another agent who was willing to help. You may have to call back numerous times to get an agent willing to assist you because some of them aren't willing to when they are supposed to.

5. Funjet agent messed up on trying to charge payment for the change and almost lost availability. Wasted an hour of my life on the phone. To begin with, I couldn't hear the agent between a loud church bell outside his open window, his dog continuously barking, and his child screaming, crying, yelling, and talking not once but throughout the hour on the phone. Besides his unprofessionalism, when we finally got to the payment screen, I had to give the street address like 6 times before he understood it, his English was not good. I was afraid he typed something wrong with the payment information.

When he tried to charge the card, payment was declined. Instead of verifying the payment information with me to ensure he got it all correct, he first blamed the Funjet system. All, the entire system is down, no one can make any payments. This wasn't true at all. Then he decided to go out of the booking and try to do the whole thing again. However, when he tried this, the availability was gone, and we could no longer book it. I recommend you quickly insist on verifying payment information because an agent tries to go out of the reservation and redo everything, causing you to lose availability.

6. Funjet agent didn't put proper notes on the reservation even though I had requested it 3 separate times. I was going to be out of town over the weekend, and my client needed to do a last minute change because he never got his passport. I spoke with Funjet and requested 3 times in the phone call to properly note the reservation that I give approval for my client to call in directly and make the change over the weekend. The client assured me he would but never did. When my client called in to do the change, Funjet wouldn't let him, he spent 4 hours on the phone trying to get it done. I had to contact Funjet again while out of town. I would just emphasize you make sure the notes you requested are on the reservation before hanging up if it's something important.

7. Funjet agents gave me wrong information multiple times. I was given the wrong date to cancel by to avoid cancellation penalties, the wrong cancellation penalty amount, and the wrong date that transfers had to be added onto the reservation by. I suspected they were wrong when they didn't match up with what I was seeing on the confirmation and in the Terms and Conditions. You can't trust the agents to give you right information.

The representative I spoke with told me that I could reach out to an escalation department (via email) and plead my case because I was cancelling for extenuating circumstances... The email addresses provided was a dead link (mailer daemon). Directing me to an email channel when I am already on the phone (after being on hold for an hour and a half to talk to some) is a nice tricky way to get someone off the phone so they stop bothering you... So basically I was told, "here, email someone who cares...no one". Had I booked any other major airline I would have been well within their cancellation period. I will never book with this company again and recommend others beware.

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.