Travel

Written on: 11/03/2015 by ankova (1 review written)

Written on: 06/06/2015

Dear Customer,

We analyzed the circumstances of your case and have established the following facts:

- On February 1 you made a reservation on www.bt-store for 3 round trip tickets from Denver to Tel Aviv with a stop in Madrid, departing on Jun 9 and returning on July 16, 2015.

- On February 3 you informed us that you booked an invalid return date and that you wanted it changed from July 16 to July 10.

- We cancelled your original itinerary for free and created a new itinerary with the July 16 return date per your request. We notified you in writing that your original itinerary was cancelled and that we needed your written authorization in order to process the new itinerary, since this required a new credit card charge. An email titled “Please reply: BTS Alternate Flight Itinerary” was duly emailed to you on February 3 at 10.35 am PST.

- We did not hear back from you until May 29 when you notified us by phone that you in fact needed the offered alternative flights. At that time the itinerary had long been cancelled by the airline due to lack of your necessary reply to the aforementioned email titled “Please reply: BTS Alternate Flight Itinerary”.

- We offered you a similar itinerary as the previously suggested alternative, however at a substantially higher fare, since the February special fare was no longer available. The new fare costs about $700 per person more that the originally purchased fare.

- We also worked with you to search for alternative travel dates for maximum savings, but unfortunately we could no longer match the originally purchased fare.

Based on the above facts we find that there was no significant wrongdoing on the side of Best Travel Store at any time. Our agents are instructed to act strictly in accordance with written customer authorizations when processing itinerary changes.

Your request for additional compensation, in excess of the already offered $350 cannot be granted. There is no legal or moral basis for such compensation since we acted in accordance with your written instructions when we cancelled your originally purchased itinerary and sent you the provisional offer for the alternate itinerary. We cannot be held responsible or financially liable for your failure to respond to the email titled “Please reply: BTS Alternate Flight Itinerary”, since we assumed that you had abandoned the offered reservation, as you had already abandoned the original booking.

We are happy to assist you with suggesting alternate travel dates, outside the summer peak season, when we may be able to find significantly lower fares for your trip. You also continue to have the option of cancelling your husband’s ticket at no cost to you, since we will pay the $350 cancellation penalty.