BEWARE OF AVOYA TRAVEL AND THEIR AGENTS On July 15, I hired Kathy Gill, Busy Time Travel, Avoya Network to become my agent regarding an upcoming trip to Churchill Manitoba. She arranged flights with United Airlines and Air Canada for November 1, 2022. Twice my flights were cancelled. Neither time my flights were rescheduled, nor did Gill and Avoya even notify me.
On October 11, I called Air Canada to ask which gate I should arrive at. They told me that my flight had been cancelled on Sept. 12. Had I not contacted Air Canada about departure information, I would not have known. Gill and AVOYA neither notified me, nor made arrangements for a new flight. That was their job! I spent hours with both airlines in the next two days. I was charged another $163 from Air Canada. I had to purchase new flights to Winnipeg. United told me I was due a refund of $26, and refused to give it to me. I informed both United and Air Canada that only I be allowed to make any further changes. They both agreed that only I would be able to make any changes.
On October 14, Gill with Avoya informed me that Frontier was about to cancel my trip THAT DAY. Although she had this message from Frontier for over a month, she only informs me hours before cancellation. This issue was resolved within 5 minutes in speaking with Frontier. Once again, abandoned by Avoya and Gill. On October 31, Gill emailed me. She stated my entire, original $805 United/Air Canada charge was disputed by me. It was not. Once again, I had to call the airlines to confirm that her allegations were incorrect. Once again, much more wasted time and stress.
Again, on October 31, less than 13 hours before my departure, Gill cancelled my flights with United and Air Canada. The airlines never informed me. They allowed Gill to cancel the flights that I made on October 11, despite their assurances that Gill would not be allowed to intervene. I spent hours again on the telephone hours before departure hoping that I would be allowed to depart. This new flight resulted in a three hour earlier departure, with an extra stop in Chicago. On November 1, I had to spend more of my vacation time trying to arrange another flight home.
On October 12, I sent a letter to the Scott Kirby, the CEO of United. A copy is enclosed. I also emailed a letter to Michael Rousseau, the CEO of Air Canada. Of course, neither responded. AVOYA TRAVEL has caused me many, many hours of work, stress and extra expenses. This has been a pitiful experience for me. They nearly sabotaged my entire $8000 trip to Churchill, Manitoba. I believe that I am eligible for compensation and refunds. Tony Raymond 973 Circle Drive Baltimore, MD 21227 [email protected] Kathy Gill
From: Kathy Gill
Sent: Friday, October 14, 2022 3:02 AM
To: Mail Service
Subject: Urgent Frontier Trip Fri 10/14/2022 3:02 AM
Tony, I am out of the country and do not have your phone numbers with me. I must talk with you about this dispute. If this is not cleared up they will list you as not paid in full and give up your space on the tour. If that happens you will not get your money back for the Tour and for the Air. They called me a few weeks about the first dispute and she said it was taken care of then you have disputed the charge again. The invoice and amount you were charged is correct. Please refer to all of the invoices I have sent you. Below is the email I received today from them. Please let me know what you are going to do because time is ticking on this. One of our adventure planners reached out to you recently with regards to your client, Anthony Raymond, who is booked on one of our tours (invoice attached). At that time, your client had disputed charges made to his credit card through his credit card company, in the amount of $525.03 CAD. Moneris returned the money to the client and charged Frontiers North's bank account. We reviewed the file and determined that the client had not been overcharged so Moneris issued a chargeback to the customer (your client). This week, we received another disputed charge for the identical amount. We have once again reviewed the file and determined that your client was not overcharged, but once again we are short $525.03 CAD from your client. It appears that there's been some sort of misunderstanding on your client's part. As a result, we have now also incurred fees in the amount of $50 due to the chargebacks issued by Moneris. It is our hope that you are able to work with your client to come to resolve this/
In order for Anthony Raymond to travel with us on this Polar Bears at Tundra Buggy Lodge trip from Nov. 1-7, 2022, we require that the outstanding balance, in the amount of $525.03 CAD, be paid immediately. If we have not received payment in full prior to 3 p.m. CT tomorrow (Friday, Oct. 14), we will be required to release your client's space on this tour on the basis of non-payment. Should you have any questions or require clarification, please let me know. We do hope you are able to work with Mr. Raymond to find a mutually agreeable solution.
Kind regards, Jessica Burtnick Director of Marketing and Sales Frontiers North Adventures 1-204-949-2050,404 Kathy Gill 804-815-8445 cell KATHY GILL Busy Time Travel DIRECT: (800) 738-8613 [email protected] Visit: www.AvoyaTravel.com/IA/KathyGill Anthony Raymond 973 Circle Drive Baltimore, MD 21227 410-247-0837 October 18, 2022 Scott Kirby, CEO United Airlines 900 Grand Plaza Drive NHCCR Houston, Texas 77067
Dear Mr. Kirby,
After three of your agents refused to provide me with your address, an agent with United instructed me to contact you directly. I am exasperated with my treatment both by Air Canada, and United Airlines. On July 13 I booked my trip to Winnipeg.
On October 11, I called AC to ask what gate I check in at BWI. I was told that my flight was cancelled. I asked when. I was told September 12. I asked why no one had contacted me. He said someone should have, but provided no explanation. He said I had an $805 credit waiting for me. I asked for a new booking. He refused, and said to call United. United refused to book me a new flight, and said to call Air Canada. Someone named Mark answered, and said he was with Air Canada . He booked me a new flight, but charged me an additional $167. He said the price had increased. I called United, and the supervisor said that not only had I been overcharged, but the cost of the flight was now $26 less. United refused my requests for both refunds. I made a previous complaint that same day. The case number is 166558388019686. This email response indicated that I had a skype interview. I do not do skype. This email had a "do not respond" indicator.
So, once again I called United. I was told someone would call me after 2 pm on October 18. Did I receive a call-course not. Instead, I get another complaint #16618958500017. This complaint appears to be just another waste of my time. I have since learned that you did not have any of my personal contact information. How can you make a reservation for a traveler without having any information, so they can be notified directly? How can you and/or Air Canada cancel a flight, and not provide a refund? How can you overcharge someone to make a new flight? I really resent the way I have been treated, and I hope that you will take measures to see others are not dealt with in such a manner.
Anthony Raymond
October 20, 2022
Micharl Rousseau CEO Air Canada
Dear Mr. Rousseau,
An agent with Air Canada instructed me to contact you directly. I am exasperated with my treatment both by Air Canada, and United Airlines. On July 13 I booked my trip to Winnipeg. On October 11, I called AC to ask what gate I check in at BWI. I was told that my flight was cancelled. I asked when. I was told September 12. I asked why no one had contacted me. He said someone should have, but provided no explanation. He said I had an $805 credit waiting for me. I asked for a new booking. He refused, and said to call United. United said to call AC. I called your 888-247-2262. Someone named Mark answered, and said he was with AC. He booked me a new flight, but charged me an additional $167. He said the price had increased. I called United, and the supervisor said that not only had I been overcharged, but the cost of the flight was now $26 less. United refused my requests for both refunds. I made a previous complaint that same day.
The case number is CAS-5164597-t5c046.
This complaint appears to be just another waste of my time. I have since learned that you did not have any of my personal contact information. How can you make a reservation for a traveler without having any information, so they can be notified directly? How can you and/or United cancel a flight, and not provide a refund? How can you overcharge someone to make a new flight? I really resent the way I have been treated, and I hope that you will take measures to see others are not dealt with in such a manner. Anthony Raymond 410-247-0837
Mon 10/31/2022 5:42 PM Tony, We are cancelling flight Airline Reference C738KG Itinerary Total 2hr 9m Destination 1 2hr 9mUnited Airlines 1857 • Class G • Economy • view itinerary on airline's website Departing Nov 01, 2022 06:32 AM Baltimore/Wash International Thurgood Marshall Airport Baltimore, MD BWI Arriving Nov 01, 2022 07:41 AM O'Hare International Airport Chicago, IL • Terminal 1 ORD Seats 26D • Airline Reference C738KG • Miles 538 • Boeing 737-800 Total 1hr 44m Destination 2 1hr 44mUnited Airlines 4755 • Class G • Economy • view itinerary on airline's website Departing Nov 01, 2022 08:45 AM O'Hare International Airport Chicago, IL • Terminal 2 ORD Arriving Nov 01, 2022 11:29 AM Pearson International Airport Toronto, Canada • Terminal 1 YYZ Seats 19C • Airline Reference C738KG • Miles 378 • Embraer ERJ-175 (ENHANCED WINGLETS) UA4755 is operated by Skywest Airlines Total 2hr 45m Destination 3 2hr 45mUnited Airlines 8637 • Class G • Economy • view itinerary on airline's website Departing Nov 01, 2022 02:10 PM Pearson International Airport Toronto, Canada • Terminal 1 YYZ Arriving Nov 01, 2022 03:55 PM Winnipeg James Armstrong Richardson International Airport Winnipeg, Canada YWG Seats not assigned • Airline Reference C738KG • Fare Basis GNA5A1TG • Miles 811 • Airbus Industrie A321-100/200 UA8637 is operated by Air Canada - AC265 Total 6hr 4m Destination 4 2hr 35mUnited Airlines 8484 • Class K • Economy • view itinerary on airline's website Departing Nov 07, 2022 10:40 AM Winnipeg James Armstrong Richardson International Airport Winnipeg, Canada YWG Arriving Nov 07, 2022 02:15 PM Pearson International Airport Toronto, Canada • Terminal 1 YYZ Seats not assigned • Airline Reference C738KG • Fare Basis KNA2A1TG • Miles 811 • Airbus Industrie A320-100/200 UA8484 is operated by Air Canada - AC262 Connection2hr 5m 1hr 24mUnited Airlines 8128 • Class K • Economy • view itinerary on airline's website Departing Nov 07, 2022 04:20 PM Pearson International Airport Toronto, Canada • Terminal 1 YYZ Arriving Nov 07, 2022 05:44 PM Baltimore/Wash International Thurgood Marshall Airport Baltimore, MD BWI Seats not assigned • Airline Reference C738KG • Fare Basis KNA2A1TG • Miles 300 • Canadair Regional Jet 900 UA8128 is operated by Air Canada - AC8682 This will be cancelled today unless I hear from you otherwise. This is the flight that you $805.64 paid. Kathy Gill
From: Kathy Gill
Sent: Monday, October 31, 2022 1:09 PM
To: Tony Raymond
Subject: Re: Urgent Frontier Trip
Tony, They are telling me you must provide proof that you paid the $779.00 directly to United or Air Canada. You can do this by taking a picture of statement where you paid and send it to me at 813-777-6801. Can be done in a text. Then I will send it to them. Issue is they way it is showing in the system the funds were there and they just rebooked. This needs to get cleared up. Kathy
From: Tony Raymond
Sent: Monday, October 31, 2022 12:01 PM
To: Kathy Gill
Subject: Re: Urgent Frontier Trip
Kathy,
My NEW flight was not disputed with my credit card company. I have had to arrange this new flight tomorrow. It has been paid for. The new flight was $779. United has refused to provide a refund, stating my travel agent should have arranged this. If no one interferes than I should make this flight tomorrow. Please do not interfere now. Tony Raymond
Beware of kathy gill, busy time travel on july 15, i hired kathy gill, busy time travel to become my agent regarding an upcoming trip to churchill manitoba. She arranged flights with united airlines and air canada for november 1, 2022. My flight was cancelled. She did nothing. She never rescheduled, nor contacted me. She was not only negligent, but twelve hours before my flights which i scheduled, she cancelled everything! never, ever use or trust this so-called travel agent and agency. This has been an awful, stressful experience due solely to laziness, incompetence and negligence. The following are letters sent to gill on november 8 and november 13:
November 8, 2022
Dear ms. Gill:
On october 11, i learned from air canada that my flight booked with you had been cancelled on sept. 12. Neither united, nor air canada were able to inform me since you or your agent did not provide them with any of my personal information, not even email. Both informed me that they instead contacted you. You never made a flight change. You never notified me that the flight was cancelled. Had i not contacted air canada about departure information, i still might not have known. This was your responsibility. I spent hours with both airlines in the next two days. I was charged another $163 from air canada. United told me i was due a refund of $26, and refused to give it because you did not respond in time. I called you on october 11, when i learned of the cancellation.
Finally on october 14 you called me and said that i had to contact frontier that day, or else my trip was cancelled. You made no mention of my flights, nor any apology. Your email to me that day indicated frontier had contacted you months before, and once again you ignored the issue. Had i not been home that day, i would have had an $8000+ trip cancelled. Your negligence almost resulted in losses to me over $9000. There was no contact from you between august 20, and october 14.
On october 28, 4 days before departure you finally email me about the urgency needed from me to complete a form to frontier. Had you paid even a little attention, much less concern, you would have known this form was completed in july. I had to initiate contact with lindsey bell from frontier who helped me when i explained to her that i had been abandoned by you.
On october 31, you email me. You stated my entire, original $805 united/air canada charge was disputed by me. It was not. Once again, i had to call the airlines to confirm that your allegations were incorrect. Once again, much more wasted time and stress.
Again, on october 31, less than 1 day before my departure, you cancelled my flight with united. Why would you do that? What did you have to gain? You know i have paid for a trip with frontiers which has cost me $8000. You apparently also tried to cancel my trip with frontiers. You have intentionally sabotaged my trip. You had the audacity to tell me that i would not get any refunds unless i remove my complaints. Some would consider that as extortion and blackmail. As i mentioned in my last email to you, you have caused me many, many hours of work, stress and extra expenses. You were supposed to handle all of this. Should i not receive the following, i will initiate my honest reviews of my experience with you and avoya on the internet. These reviews will be in at least 14 sites including scamion, pissed consumer, yelp, gripevine, etc. In addition, i will initiate formal complaints with and about avoya, and to the us department of transportation.
$163 additional charge for the flights $26 refund from united which they refuse $50 moneris chargeback refund to frontiers north because you neglected to inform me. This could have been avoided.$ complete refund to frontiers of any commission. You did not represent any of my interest with them or the airlines. $ other compensations to me for my stress, and the hours i wasted doing your job.
This has been a pitiful experience for me. You have nearly sabotaged my entire trip. Make no mistake about the efforts i will make, should you not comply with my requests. Please note that you must notify me within 7 days from the date of this email if you intend to comply. I expect my honest reviews and complaints will cost you a great deal of time, some expenses, and with the loss of any reputation you might have, some future business. One way or another, there will be accountability for your actions, or lack thereof. There will be consequences. I, of course, will also explore any legal remedies i am entitled to by law.
November 13, 2022
Dear ms. Gill:
I only learned on october 12 by accident that my flights were cancelled on september 12. You were informed. You were my agent. I called you on 10/12. Finally on 10/15 you tell me about a frontier complaint sent to you be jessica months before. You never even asked if i had a new flight. You never gave an excuse because there was none to give. All of my air problems are caused by your failure to arrange new flights in september. I was left to do this on my own. Then 12 hours before departure you have the audacity to try to cancel all of my travel plans. These were my flights made on october 12, not yours that you cancelled. You did not have the right to do so! i spent another two hours trying to arrange new flights. I ended up flying 6:30 am instead of 10: 30 am, with an additional connection in chicago. You said i should have contacted you, the very person who had abandoned me. Again, i refer to my call on 10/12 trying to get new flights. You ignored any urgency in the matter.
Lindsey and jessica and the owners of frontiers have already been sent a copy of your last letter, and my response. Good luck in getting them to support you. Your emails to me, and documentation form frontiers, united and air canada, all support your negligence and unprofessionalism. You should be ashamed of yourself! if you feel i am doing something illegal, i suggest you engage the services of an attorney. You will probably need one soon anyway.
Came to agency in December 2016 through internet promotion for Alaska Cruise. Booked cruise in December 2016 for June 2017 sailing. Asked agent if needed to book with Amex for promotion. Told it didn't matter. Used MC to book. Saw that promotion was not awarded on our reservation, contacted agent who said I was right and needed to use Amex. Refunded MC, booked on Amex.
March 25, at 7:31pm, I received an email from Maurice Dongar that I need to contact him to pay the remainder of the cruise. As it was a Saturday night and I was traveling for work. By Sunday morning,, March 26th, 5 hours after the email, I awoke to find an email from Royal Caribbean from 12:01am that my cruise to Alaska had been cancelled and all the excursions I had booked were canceled as well. I had spent countless hours and thousands of dollars on flights, excursions and bookings for 5 people for our Alaska cruise this June.
I cannot tell you the panic and horror that I faced. I had a presentation to make at 8:30am and this is what I faced. I forwarded the information to my husband who had to find a neighbor to watch our young children while he was on the phone for 2.5 hours trying to rebook our cruise. It was as if we had to start all over from scratch. First, the room for 5 people was taken and we were given a different room for 4. However, we have 5, including young children.
Maurice was able to secure the original room for a higher price. Thus we are paying more for the same thing and not getting the promotions from the original reservation. He was not apologetic at all and expressed zero remorse that he had ruined our vacation and eliminated the hours of work and bookings we had done on our excursions. He was not helpful at all and never apologized once. When he secured the room he used our MC that he had on file.
So I am in Atlanta at a work conference panicking, my husband is on the phone with Royal Caribbean panicking and Maurice could care less that he cancelled our once in a lifetime vacation.
I put this blame solely on Avoya. What type of company sends customers to individuals like? Does Avoya have no type of screening process for their agents? Do you care at all about customer satisfaction? Today was a horrible day and for no reason at all.
Why would your agent tell me on a Saturday night 3 hours before the deadline that our payment is due? Thank goodness that I check email on the weekends, many people do not. His email expressed no urgency. If it was hours away from being cancelled, don't you think he should have stated that in the email or called my cell phone number.
This completely irresponsible act is incomprehensible. A travel agent's only job is to secure bookings for their clients.
Now, 3 weeks before sailing, I check our reservation and the promotion is not included. I am told that it is because they charged the remainder on the MC and not Amex. Customer Service, Greg, does not care and said it is my fault for not remembering to use Amex. They refuse to honor the promotion they were advertising.
Loss of approximately $1000 in cruise promotions and hours upon hours of time. Stay away from this company.
Diane BOWERS promised me a $600 onboard credit. It was on my confirmation and when I get on the ship there is no onboard credit. I called them and was tolf there was nothing they could do to help and Diane Bowers never called me back. I complained to customer service Asario? Rosario and she said she would contact Diane Bowers. I never received a call back and was never reimbursed.
I would never book with them again. There agents are all independent contractors, so I realized the reason Diane never called me back is because Rosario? (customer service) could not help me and Diane Bowers would have to pay for the onboard credit.
I have a PLATINUM AMEX and am supposed to get amenities as a member, AVOYA en=ven advertises the amenities for AMEX members. So if AVOYA is advertising an onboard credit with my cruise why do I have to chase my onboard credit with Diane Bowers?
Avoya Travel Reviews
BEWARE OF AVOYA TRAVEL AND THEIR AGENTS On July 15, I hired Kathy Gill, Busy Time Travel, Avoya Network to become my agent regarding an upcoming trip to Churchill Manitoba. She arranged flights with United Airlines and Air Canada for November 1, 2022. Twice my flights were cancelled. Neither time my flights were rescheduled, nor did Gill and Avoya even notify me.
On October 11, I called Air Canada to ask which gate I should arrive at. They told me that my flight had been cancelled on Sept. 12. Had I not contacted Air Canada about departure information, I would not have known. Gill and AVOYA neither notified me, nor made arrangements for a new flight. That was their job! I spent hours with both airlines in the next two days. I was charged another $163 from Air Canada. I had to purchase new flights to Winnipeg. United told me I was due a refund of $26, and refused to give it to me. I informed both United and Air Canada that only I be allowed to make any further changes. They both agreed that only I would be able to make any changes.
On October 14, Gill with Avoya informed me that Frontier was about to cancel my trip THAT DAY. Although she had this message from Frontier for over a month, she only informs me hours before cancellation. This issue was resolved within 5 minutes in speaking with Frontier. Once again, abandoned by Avoya and Gill. On October 31, Gill emailed me. She stated my entire, original $805 United/Air Canada charge was disputed by me. It was not. Once again, I had to call the airlines to confirm that her allegations were incorrect. Once again, much more wasted time and stress.
Again, on October 31, less than 13 hours before my departure, Gill cancelled my flights with United and Air Canada. The airlines never informed me. They allowed Gill to cancel the flights that I made on October 11, despite their assurances that Gill would not be allowed to intervene. I spent hours again on the telephone hours before departure hoping that I would be allowed to depart. This new flight resulted in a three hour earlier departure, with an extra stop in Chicago. On November 1, I had to spend more of my vacation time trying to arrange another flight home.
On October 12, I sent a letter to the Scott Kirby, the CEO of United. A copy is enclosed. I also emailed a letter to Michael Rousseau, the CEO of Air Canada. Of course, neither responded. AVOYA TRAVEL has caused me many, many hours of work, stress and extra expenses. This has been a pitiful experience for me. They nearly sabotaged my entire $8000 trip to Churchill, Manitoba. I believe that I am eligible for compensation and refunds. Tony Raymond 973 Circle Drive Baltimore, MD 21227 [email protected] Kathy Gill
From: Kathy Gill
Sent: Friday, October 14, 2022 3:02 AM
To: Mail Service
Subject: Urgent Frontier Trip Fri 10/14/2022 3:02 AM
Tony, I am out of the country and do not have your phone numbers with me. I must talk with you about this dispute. If this is not cleared up they will list you as not paid in full and give up your space on the tour. If that happens you will not get your money back for the Tour and for the Air. They called me a few weeks about the first dispute and she said it was taken care of then you have disputed the charge again. The invoice and amount you were charged is correct. Please refer to all of the invoices I have sent you. Below is the email I received today from them. Please let me know what you are going to do because time is ticking on this. One of our adventure planners reached out to you recently with regards to your client, Anthony Raymond, who is booked on one of our tours (invoice attached). At that time, your client had disputed charges made to his credit card through his credit card company, in the amount of $525.03 CAD. Moneris returned the money to the client and charged Frontiers North's bank account. We reviewed the file and determined that the client had not been overcharged so Moneris issued a chargeback to the customer (your client). This week, we received another disputed charge for the identical amount. We have once again reviewed the file and determined that your client was not overcharged, but once again we are short $525.03 CAD from your client. It appears that there's been some sort of misunderstanding on your client's part. As a result, we have now also incurred fees in the amount of $50 due to the chargebacks issued by Moneris. It is our hope that you are able to work with your client to come to resolve this/
In order for Anthony Raymond to travel with us on this Polar Bears at Tundra Buggy Lodge trip from Nov. 1-7, 2022, we require that the outstanding balance, in the amount of $525.03 CAD, be paid immediately. If we have not received payment in full prior to 3 p.m. CT tomorrow (Friday, Oct. 14), we will be required to release your client's space on this tour on the basis of non-payment. Should you have any questions or require clarification, please let me know. We do hope you are able to work with Mr. Raymond to find a mutually agreeable solution.
Kind regards, Jessica Burtnick Director of Marketing and Sales Frontiers North Adventures 1-204-949-2050,404 Kathy Gill 804-815-8445 cell KATHY GILL Busy Time Travel DIRECT: (800) 738-8613 [email protected] Visit: www.AvoyaTravel.com/IA/KathyGill Anthony Raymond 973 Circle Drive Baltimore, MD 21227 410-247-0837 October 18, 2022 Scott Kirby, CEO United Airlines 900 Grand Plaza Drive NHCCR Houston, Texas 77067
Dear Mr. Kirby,
After three of your agents refused to provide me with your address, an agent with United instructed me to contact you directly. I am exasperated with my treatment both by Air Canada, and United Airlines. On July 13 I booked my trip to Winnipeg.
On October 11, I called AC to ask what gate I check in at BWI. I was told that my flight was cancelled. I asked when. I was told September 12. I asked why no one had contacted me. He said someone should have, but provided no explanation. He said I had an $805 credit waiting for me. I asked for a new booking. He refused, and said to call United. United refused to book me a new flight, and said to call Air Canada. Someone named Mark answered, and said he was with Air Canada . He booked me a new flight, but charged me an additional $167. He said the price had increased. I called United, and the supervisor said that not only had I been overcharged, but the cost of the flight was now $26 less. United refused my requests for both refunds. I made a previous complaint that same day. The case number is 166558388019686. This email response indicated that I had a skype interview. I do not do skype. This email had a "do not respond" indicator.
So, once again I called United. I was told someone would call me after 2 pm on October 18. Did I receive a call-course not. Instead, I get another complaint #16618958500017. This complaint appears to be just another waste of my time. I have since learned that you did not have any of my personal contact information. How can you make a reservation for a traveler without having any information, so they can be notified directly? How can you and/or Air Canada cancel a flight, and not provide a refund? How can you overcharge someone to make a new flight? I really resent the way I have been treated, and I hope that you will take measures to see others are not dealt with in such a manner.
Anthony Raymond
October 20, 2022
Micharl Rousseau CEO Air Canada
Dear Mr. Rousseau,
An agent with Air Canada instructed me to contact you directly. I am exasperated with my treatment both by Air Canada, and United Airlines. On July 13 I booked my trip to Winnipeg. On October 11, I called AC to ask what gate I check in at BWI. I was told that my flight was cancelled. I asked when. I was told September 12. I asked why no one had contacted me. He said someone should have, but provided no explanation. He said I had an $805 credit waiting for me. I asked for a new booking. He refused, and said to call United. United said to call AC. I called your 888-247-2262. Someone named Mark answered, and said he was with AC. He booked me a new flight, but charged me an additional $167. He said the price had increased. I called United, and the supervisor said that not only had I been overcharged, but the cost of the flight was now $26 less. United refused my requests for both refunds. I made a previous complaint that same day.
The case number is CAS-5164597-t5c046.
This complaint appears to be just another waste of my time. I have since learned that you did not have any of my personal contact information. How can you make a reservation for a traveler without having any information, so they can be notified directly? How can you and/or United cancel a flight, and not provide a refund? How can you overcharge someone to make a new flight? I really resent the way I have been treated, and I hope that you will take measures to see others are not dealt with in such a manner. Anthony Raymond 410-247-0837
Mon 10/31/2022 5:42 PM Tony, We are cancelling flight Airline Reference C738KG Itinerary Total 2hr 9m Destination 1 2hr 9mUnited Airlines 1857 • Class G • Economy • view itinerary on airline's website Departing Nov 01, 2022 06:32 AM Baltimore/Wash International Thurgood Marshall Airport Baltimore, MD BWI Arriving Nov 01, 2022 07:41 AM O'Hare International Airport Chicago, IL • Terminal 1 ORD Seats 26D • Airline Reference C738KG • Miles 538 • Boeing 737-800 Total 1hr 44m Destination 2 1hr 44mUnited Airlines 4755 • Class G • Economy • view itinerary on airline's website Departing Nov 01, 2022 08:45 AM O'Hare International Airport Chicago, IL • Terminal 2 ORD Arriving Nov 01, 2022 11:29 AM Pearson International Airport Toronto, Canada • Terminal 1 YYZ Seats 19C • Airline Reference C738KG • Miles 378 • Embraer ERJ-175 (ENHANCED WINGLETS) UA4755 is operated by Skywest Airlines Total 2hr 45m Destination 3 2hr 45mUnited Airlines 8637 • Class G • Economy • view itinerary on airline's website Departing Nov 01, 2022 02:10 PM Pearson International Airport Toronto, Canada • Terminal 1 YYZ Arriving Nov 01, 2022 03:55 PM Winnipeg James Armstrong Richardson International Airport Winnipeg, Canada YWG Seats not assigned • Airline Reference C738KG • Fare Basis GNA5A1TG • Miles 811 • Airbus Industrie A321-100/200 UA8637 is operated by Air Canada - AC265 Total 6hr 4m Destination 4 2hr 35mUnited Airlines 8484 • Class K • Economy • view itinerary on airline's website Departing Nov 07, 2022 10:40 AM Winnipeg James Armstrong Richardson International Airport Winnipeg, Canada YWG Arriving Nov 07, 2022 02:15 PM Pearson International Airport Toronto, Canada • Terminal 1 YYZ Seats not assigned • Airline Reference C738KG • Fare Basis KNA2A1TG • Miles 811 • Airbus Industrie A320-100/200 UA8484 is operated by Air Canada - AC262 Connection2hr 5m 1hr 24mUnited Airlines 8128 • Class K • Economy • view itinerary on airline's website Departing Nov 07, 2022 04:20 PM Pearson International Airport Toronto, Canada • Terminal 1 YYZ Arriving Nov 07, 2022 05:44 PM Baltimore/Wash International Thurgood Marshall Airport Baltimore, MD BWI Seats not assigned • Airline Reference C738KG • Fare Basis KNA2A1TG • Miles 300 • Canadair Regional Jet 900 UA8128 is operated by Air Canada - AC8682 This will be cancelled today unless I hear from you otherwise. This is the flight that you $805.64 paid. Kathy Gill
From: Kathy Gill
Sent: Monday, October 31, 2022 1:09 PM
To: Tony Raymond
Subject: Re: Urgent Frontier Trip
Tony, They are telling me you must provide proof that you paid the $779.00 directly to United or Air Canada. You can do this by taking a picture of statement where you paid and send it to me at 813-777-6801. Can be done in a text. Then I will send it to them. Issue is they way it is showing in the system the funds were there and they just rebooked. This needs to get cleared up. Kathy
From: Tony Raymond
Sent: Monday, October 31, 2022 12:01 PM
To: Kathy Gill
Subject: Re: Urgent Frontier Trip
Kathy,
My NEW flight was not disputed with my credit card company. I have had to arrange this new flight tomorrow. It has been paid for. The new flight was $779. United has refused to provide a refund, stating my travel agent should have arranged this. If no one interferes than I should make this flight tomorrow. Please do not interfere now. Tony Raymond
Beware of kathy gill, busy time travel on july 15, i hired kathy gill, busy time travel to become my agent regarding an upcoming trip to churchill manitoba. She arranged flights with united airlines and air canada for november 1, 2022. My flight was cancelled. She did nothing. She never rescheduled, nor contacted me. She was not only negligent, but twelve hours before my flights which i scheduled, she cancelled everything! never, ever use or trust this so-called travel agent and agency. This has been an awful, stressful experience due solely to laziness, incompetence and negligence. The following are letters sent to gill on november 8 and november 13:
November 8, 2022
Dear ms. Gill:
On october 11, i learned from air canada that my flight booked with you had been cancelled on sept. 12. Neither united, nor air canada were able to inform me since you or your agent did not provide them with any of my personal information, not even email. Both informed me that they instead contacted you. You never made a flight change. You never notified me that the flight was cancelled. Had i not contacted air canada about departure information, i still might not have known. This was your responsibility. I spent hours with both airlines in the next two days. I was charged another $163 from air canada. United told me i was due a refund of $26, and refused to give it because you did not respond in time. I called you on october 11, when i learned of the cancellation.
Finally on october 14 you called me and said that i had to contact frontier that day, or else my trip was cancelled. You made no mention of my flights, nor any apology. Your email to me that day indicated frontier had contacted you months before, and once again you ignored the issue. Had i not been home that day, i would have had an $8000+ trip cancelled. Your negligence almost resulted in losses to me over $9000. There was no contact from you between august 20, and october 14.
On october 28, 4 days before departure you finally email me about the urgency needed from me to complete a form to frontier. Had you paid even a little attention, much less concern, you would have known this form was completed in july. I had to initiate contact with lindsey bell from frontier who helped me when i explained to her that i had been abandoned by you.
On october 31, you email me. You stated my entire, original $805 united/air canada charge was disputed by me. It was not. Once again, i had to call the airlines to confirm that your allegations were incorrect. Once again, much more wasted time and stress.
Again, on october 31, less than 1 day before my departure, you cancelled my flight with united. Why would you do that? What did you have to gain? You know i have paid for a trip with frontiers which has cost me $8000. You apparently also tried to cancel my trip with frontiers. You have intentionally sabotaged my trip. You had the audacity to tell me that i would not get any refunds unless i remove my complaints. Some would consider that as extortion and blackmail. As i mentioned in my last email to you, you have caused me many, many hours of work, stress and extra expenses. You were supposed to handle all of this. Should i not receive the following, i will initiate my honest reviews of my experience with you and avoya on the internet. These reviews will be in at least 14 sites including scamion, pissed consumer, yelp, gripevine, etc. In addition, i will initiate formal complaints with and about avoya, and to the us department of transportation.
$163 additional charge for the flights $26 refund from united which they refuse $50 moneris chargeback refund to frontiers north because you neglected to inform me. This could have been avoided.$ complete refund to frontiers of any commission. You did not represent any of my interest with them or the airlines. $ other compensations to me for my stress, and the hours i wasted doing your job.
This has been a pitiful experience for me. You have nearly sabotaged my entire trip. Make no mistake about the efforts i will make, should you not comply with my requests. Please note that you must notify me within 7 days from the date of this email if you intend to comply. I expect my honest reviews and complaints will cost you a great deal of time, some expenses, and with the loss of any reputation you might have, some future business. One way or another, there will be accountability for your actions, or lack thereof. There will be consequences. I, of course, will also explore any legal remedies i am entitled to by law.
November 13, 2022
Dear ms. Gill:
I only learned on october 12 by accident that my flights were cancelled on september 12. You were informed. You were my agent. I called you on 10/12. Finally on 10/15 you tell me about a frontier complaint sent to you be jessica months before. You never even asked if i had a new flight. You never gave an excuse because there was none to give. All of my air problems are caused by your failure to arrange new flights in september. I was left to do this on my own. Then 12 hours before departure you have the audacity to try to cancel all of my travel plans. These were my flights made on october 12, not yours that you cancelled. You did not have the right to do so! i spent another two hours trying to arrange new flights. I ended up flying 6:30 am instead of 10: 30 am, with an additional connection in chicago. You said i should have contacted you, the very person who had abandoned me. Again, i refer to my call on 10/12 trying to get new flights. You ignored any urgency in the matter.
Lindsey and jessica and the owners of frontiers have already been sent a copy of your last letter, and my response. Good luck in getting them to support you. Your emails to me, and documentation form frontiers, united and air canada, all support your negligence and unprofessionalism. You should be ashamed of yourself! if you feel i am doing something illegal, i suggest you engage the services of an attorney. You will probably need one soon anyway.
Tony raymond 973 circle drive baltimore, md 21227 [email protected]
Came to agency in December 2016 through internet promotion for Alaska Cruise. Booked cruise in December 2016 for June 2017 sailing. Asked agent if needed to book with Amex for promotion. Told it didn't matter. Used MC to book. Saw that promotion was not awarded on our reservation, contacted agent who said I was right and needed to use Amex. Refunded MC, booked on Amex.
March 25, at 7:31pm, I received an email from Maurice Dongar that I need to contact him to pay the remainder of the cruise. As it was a Saturday night and I was traveling for work. By Sunday morning,, March 26th, 5 hours after the email, I awoke to find an email from Royal Caribbean from 12:01am that my cruise to Alaska had been cancelled and all the excursions I had booked were canceled as well. I had spent countless hours and thousands of dollars on flights, excursions and bookings for 5 people for our Alaska cruise this June.
I cannot tell you the panic and horror that I faced. I had a presentation to make at 8:30am and this is what I faced. I forwarded the information to my husband who had to find a neighbor to watch our young children while he was on the phone for 2.5 hours trying to rebook our cruise. It was as if we had to start all over from scratch. First, the room for 5 people was taken and we were given a different room for 4. However, we have 5, including young children.
Maurice was able to secure the original room for a higher price. Thus we are paying more for the same thing and not getting the promotions from the original reservation. He was not apologetic at all and expressed zero remorse that he had ruined our vacation and eliminated the hours of work and bookings we had done on our excursions. He was not helpful at all and never apologized once. When he secured the room he used our MC that he had on file.
So I am in Atlanta at a work conference panicking, my husband is on the phone with Royal Caribbean panicking and Maurice could care less that he cancelled our once in a lifetime vacation.
I put this blame solely on Avoya. What type of company sends customers to individuals like? Does Avoya have no type of screening process for their agents? Do you care at all about customer satisfaction? Today was a horrible day and for no reason at all.
Why would your agent tell me on a Saturday night 3 hours before the deadline that our payment is due? Thank goodness that I check email on the weekends, many people do not. His email expressed no urgency. If it was hours away from being cancelled, don't you think he should have stated that in the email or called my cell phone number.
This completely irresponsible act is incomprehensible. A travel agent's only job is to secure bookings for their clients.
Now, 3 weeks before sailing, I check our reservation and the promotion is not included. I am told that it is because they charged the remainder on the MC and not Amex. Customer Service, Greg, does not care and said it is my fault for not remembering to use Amex. They refuse to honor the promotion they were advertising.
Loss of approximately $1000 in cruise promotions and hours upon hours of time. Stay away from this company.
Diane BOWERS promised me a $600 onboard credit. It was on my confirmation and when I get on the ship there is no onboard credit. I called them and was tolf there was nothing they could do to help and Diane Bowers never called me back. I complained to customer service Asario? Rosario and she said she would contact Diane Bowers. I never received a call back and was never reimbursed.
I would never book with them again. There agents are all independent contractors, so I realized the reason Diane never called me back is because Rosario? (customer service) could not help me and Diane Bowers would have to pay for the onboard credit.
I have a PLATINUM AMEX and am supposed to get amenities as a member, AVOYA en=ven advertises the amenities for AMEX members. So if AVOYA is advertising an onboard credit with my cruise why do I have to chase my onboard credit with Diane Bowers?
Diane Bowers has never called us back