Travel Time Inc

Hello Mitch, We are surprised and dismayed by your comments regarding our agency and your travel advisor who worked tirelessly on behalf of yourself and the group travel you refer to over the past 20 months. We wish to address the incorrect statements you have made: With regard to pricing differences between agencies, please be aware we do not set the pricing as suppliers determine the cost of their individual packages. In addition, any group travel of significant numbers will be more costly than booking 1 or 2 passengers only, as groups receive a confirmed cost for everyone in the group and not a sell off price available to only a limited number of passengers quick enough to book. There were never any ‘extra charges’ - you paid a nonrefundable deposit when booking in March 2019 of $250 x2 to travel with the group, along with purchasing travel insurance. In September 2019 upon you advising you wished to cancel your travel, you were reminded that the deposit paid to the supplier was nonrefundable as per their terms & conditions and that our agency would assess our professional cancellation fee as stated on your invoice. However, Luana then assisted in preparing and submitting an insurance claim for you on September 24, 2019 for the deposit and our agency fee. You were fully reimbursed for both items by Manulife insurance on October 7, 2019 (less than 2 weeks later) – clearly there was no ‘pulling of teeth’ to obtain your reimbursement of monies paid for the deposit or our agency fees. Further, with Transat cancelling their program this summer due to COVID it is our understanding that Transat incorrectly refunded the initial deposit paid - $250 x2 – to you and you have been advised they now require the return of these monies you received twice – once from your insurance claim (Oct 2019) and again from Transat in August 2020. Perhaps this has triggered your annoyance towards your advisor and our agency, but it is completely misplaced. Our agency and team of advisors has done and continue to do all possible to assist our own clients and others stranded throughout this pandemic to navigate cancelling, refunding and actioning insurance claims. To claim our customer service is horrible when you benefited from all that was done on your behalf is disrespectful and irresponsible.