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Mr. Shawn Gray
Dear Mr. Gray,
After successfully using your travel agency for many years, I recently experienced a terrible problem with your service. I am writing to obtain compensation for a huge mistake that your agency made.
On September 1, 2012, I used Gray Travel to book my honeymoon trip to Hawaii. Your agent, Carla Drysdale, made all of the arrangements for us. She booked my husband and me on the American Airlines flight to Hawaii (Flight 444) on September 14, which was scheduled to arrive in Honolulu at 6 am on the morning of September 15. Our timely arrival was essential, because we were scheduled to participate in a tour group which began on the afternoon of September 15. Ms. Drysdale assured us that this would not be a problem.
Upon our arrival at the San Francisco Airport, we discovered that our reservations had not been confirmed and the airline had overbooked the flight. As a result, we were unable to get seats on the plane, which was the last American Airlines flight to Hawaii that day. The result? We missed our flight to Hawaii, missed our tour group's departure in Honolulu, and spent our first married days in the Airport Hilton in San Francisco, trying to sort out this mess.
We were unable to speak with Ms. Drysdale until Monday, September 16, which was two days after our scheduled departure. She was extremely apologetic, but could not explain what had caused the problem. She was unable to book us on another flight to Hawaii flight until Wednesday, September 18, which was not to our satisfaction. Although Ms. Drysdale offered to clear our credit card of all charges, she provided no further explanations or compensation.
My husband and I are livid. We planned this trip for a year and were excited about visiting Hawaii on our honeymoon. Ms. Drysdale's mistake cost us our dream. Even worse, we are still fighting to recover our deposits at the hotel in Honolulu. Because your agency caused the problem, we expect you to work with us to obtain a satisfactory resolution.
Specifically, we expect you to:
1) Verify that our Visa card has been credited for the $4,539 that we paid for the aborted honeymoon trip
2) Reimburse us for the $560 in deposits that we are unable to recover from the Honolulu Sheraton Islander Hotel
3) Reimburse us for the two nights that we were stranded at the San Francisco Airport Hilton ($347)
4) Provide us with two first class round-trip tickets on a flight to Hawaii which will be good for the next calendar year (our choice of travel dates)
Your agency can't give us back our wedding trip, but we expect you to provide a comparable trip at our convenience. We also expect a full apology from Ms. Drysdale for her part in this debacle. Gray Travel has always been a great business, but you need better help. We suggest that you coach Ms. Drysdale in proper booking procedures and in customer relations. Her behavior does not reflect positively on Gray Travel and its long reputation for providing exemplary customer service.
Please call me before October 15 to confirm that our requests will be honored. If I don't hear from you, I will report you to the appropriate regulatory agencies in California and Hawaii.
cc: Better Business Bureau
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we have changed the formal names of the specific consumers, corporations
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This package contains 100 letters that cover the following topics:
a. Airlines: delay, lost luggage, aborted landing, unaccompanied child, lost reservation, overbooking
b. Travel agency: travel insurance, aborted cruise
c. New car dealer: warranty, misrepresentation, odometer tampering, paint job
d. Used car dealer: warranty, mechanical failure, misrepresentation, suspected fraud
e. Car insurance: increased premiums, failure to pay claim
f. Restaurant: poor service, food poisoning, contaminated meal, injured on premises
g. Retail shop: shoddy merchandise, product return, misrepresentation, poor service
h. Credit card company: identity stolen, request for debt consolidation, harassing phone calls, incorrect items on credit report
i. Banks: mortgage denied, poor service, problems on statements
j. Mail order / Internet shopping: items never arrived, billing problems, misrepresentation, returns, shoddy goods, shopping parties, canceling a sale
k. Personnel agencies: poor service, exorbitant fees, misrepresentation
l. Dating services: misrepresentation, poor service, went out of business, exorbitant fees
m. HMO's / Medical Offices / Prescriptions: poor service, refusal to pay for treatment, incorrect deductible, generic drug substitution, substitution of doctor, refusal to pay claim
n. Child support: reduced amount, refusal to honor court order, locating a missing parent, daycare problems
o. Landlord disputes: parking issues, bad neighbors, security deposit, property damage, who pays for repairs
p. Health & Disability insurance: denied claims, incorrect deductible, non-covered services
q. Moving company: damaged goods, lost goods, incorrect estimate, misrepresentation
r. Postal / Shipping companies: lost goods, damaged goods, refunds, delayed arrivals
s. Health club: misrepresentation, poor service, went out of business, exorbitant fees, damaged & filthy equipment, sexual harassment
t. Repair services: carpet, appliance, electronics, roofers, plumbers, electricians, painters, cable company
u. Services: daycare centers, hairdressers, newspaper delivery, discrimination, foreign made goods, gender equality
v. Personal issues: broken engagement, return of family heirlooms, child / pet problems
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