Complaint Review: Emy’s Vacations LLC - Orlando Florida

In the name of Allah ,the Entirely Merciful, the Especially Merciful.

“”” Woe to those who give less than due ,

Who when they take a measure from people, take in full ,

But if they give by measure or by weight to them, they cause loss ,

Do they not think that they will be resurrected ,

For a tremendous Day ,

The Day when mankind will stand before the Lord of the worlds “””

I am sending this to report an unethical behavior that was done to me through a tourist agency in America, and to you what has happened documented in the documents: -  

1- Agency deducted money and as a penalty for trip cancellation.

2- Agency deducted the fines under the name of suppliers ,suppliers didn't deduct any penalties.

3- Agency refused to reply.

I agreed with the agency to pay the trip amount in installments and started paying through my MasterCard card as attached from October 2019 to February 2020 and the agency received from me $ 10304 US dollars and it was agreed not to pay the last installment due to Covid-19 pandemic and cancel the trip.

The agency has answered that there will be penalties from suppliers as a result of canceling the trip in spite of the pandemic of Covid-19 and the instructions of the Civil Aviation Authority to cancel or amend all trips around the world as well as closing all places of entertainment and gatherings and thus the agency sent an email explaining in detail what was paid and the cancellation penalties through suppliers, not the agency, and agency fees, even though the cancellation is due to force majeure and COVID-19 global pandemic.

However, the agency did not respond to any negotiations with me and they transferred the amount of $ 7353.07 US dollars after deducting $ 1987.25 US dollars in fines ,The agency claimed that it was deducted through suppliers for the service + $ 464 as a credit card fees (I paid the money to them ,then they paid by CC and charge me with fees!!!???) + $ 500 US dollars fees for the agency.

I contacted myself with the airlines represented in (Lufthansa Airlines and United Airlines) to ask about what was deducted from the value of tickets and Lufthansa replied as attached that these tickets belong to United Airlines and Lufthansa did not make reservations or cancellations from them.

Through the website of United Airlines, I was able to search for the cancellation request for tickets submitted by the travel agency. The shocking surprise was that no sums were deducted from the value of the tickets and all the sums were refunded as attached.

And when the agency was asked about that and asked for an explanation, and even asked for copies of the payment and return bills that are the acquired right of any customer with any company or agency ,they ignored me at all.   Therefore, please take the necessary measures to verify the agency regarding everything that has been deducted for all elements of the trip as it is attached, namely (airline tickets + Disney tickets +car rent + house rent + agency fees).   Kindly be informed that all the above already happened with my friend too. 

The agency claimed that there is a third party between them and the service providers ,which is not true at all based on the attached post by Chetu software developers.

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