Booking a Vacation - Tale of Woe, Help!

[blahblah454]

I seem to be finding myself if somewhat of a predicament as of late. A bunch of friends booked vacations to Cuba through the vacation company Sunwing. There were ten going in total, one can no longer make it. This leaves one spot open which I was planning on filling. The trip was booked through a travel agent, which managed to complicate matters, funny how a service that is supposed to help makes things harder.

Our plan was this: to change the name on the ticket over to my own name. The travel agent was called and she informed us that this was possible with the addition of a $50 fee, my information was ready to be forwarded on to the agent. The next time she was contacted the story changed; now apparently I must pay the difference between the new trip price and the price when it was originally purchased. Then the story changed a third time, now apparently Sunwing does not accept any name changes at all.

I called the travel agent and talked to her about what was going on, she is most unhelpful and did not even want to give me the name of the person she was dealing with at Sunwing and outright refused to give me a direct phone number, I eventually got the name of the Sunwing representative out of her and called. I got a voice box saying she was on business travels and was not taking calls… Funny how the travel agent was talking to her.

I then called Sunwing back and told the person I was talking to of my situation, they told me that it is their policy that they do not do name changes, they also told me that since I went through a travel agent I have to deal with them and am not aloud to deal directly with Sunwing. I asked to speak to a Manager or Supervisor, I had to ask four times before I was finally granted permission. In fact, I got the managers name and instead of transferring me they hung up on me. I called back and directly asked for the manager by name. While talking to her she said that it is stated in their policy about the name change, I told her that I have searched online at sunwing.ca and see no policy anywhere, she told me that it would be detailed in the information that the travel agent gave me. I told her that I was unimpressed with Sunwing thus far and that they have lost 10 peoples repeat business over this and that we will inform all our families and friends to not book vacations through them. She said that she is really sorry about this but there is nothing she can do.

So after all this I dug out the information, this is what our information says about their policy: “Cancellation penalties up to 100 percent apply. Changes are generally not allowed.”

Generally not allowed? That sounds like it can be done to me.

If they do not let the name change take place I just want to ensure that the company realises that they are going to lose thousands of dollars in future business.

One more thing about the travel agent, there is a $59 dollar protection plan to avoid such situations as this, but she never mentioned even once about this. In fact we only learned of it while searching for the policies online.

Is there anything you fine folk can think of to get us out of this predicament? I am fairly certain that it can be changed, as nowhere is it expressly written that it can not be done, and all the “fine print” that we received is what was quoted above.

To top it off it has all be paid for, including the person that can not make it. So the company has all the money already.

[dlish]

when is the trip? if its short notice then some do have 100% cancellation fees.

for the plane ticket can you not call the airline direct?

im unsure about the policy - did your friend/s recieve a policy and they actually signed it? if not then you may have a case.

[mrklixx]

As much as you might like to go, you might be better off sitting this one out. If the travel agent/vacation company are this difficult, vague, and shifty up front, then there is no telling what kind of hell awaits the actual trip, due to "misrepresented" facts.

[inBOIL]

Originally Posted by mrklixx

As much as you might like to go, you might be better off sitting this one out. If the travel agent/vacation company are this difficult, vague, and shifty up front, then there is no telling what kind of hell awaits the actual trip, due to "misrepresented" facts.

This. It sounds like you not being able to get in is a blessing in disguise.

[fresnelly]

Sunwing is a reputable company (my wife and I went to Cuba with them a few years ago) but it sounds like the first agent fucked up and the rest of the beaurocracy is throwing her under the bus, or off the plane as it were.

If you were a marked, hotshot business traveller I bet you'd get some love, but I think you're out of luck.

[blahblah454]

A small update:

Sunwing has been lying to us flat out. They blamed the entire problem on the resort, said that it was the resorts rules and it was their decision to not allow the name change. A friend who is already going to Cuba contacted the resort directly and they have absolutely no problem with changing the name and agree fully with us and are calling their Sunwing contacts about this entire incident.

Further reason to never deal with Sunwing ever.

I know many of you say not to go, but Sunwing is just getting us there, once we are there the resort takes things over, and so far the resort has been incredibly polite and friendly. A big reason for my wanting to go is that I have never been anywhere tropical before (Vancouver is as tropical as it has ever gotten for me), and I currently have more than enough money to pay for this, whereas my friend who would be paying for two tickets for just herself does not.

[fresnelly]

Man, I hope the resort can turn this around for you.

Are you going to the Varadero area? The beach there is about as beautiful as anywhere in the world.

Don't forget to take a day trip out of the resort area to see some of the "real" Cuba too.

[blahblah454]

Its called "Blau Costa Verde" and its near Holguin. I know pretty much nothing about Cuba but do plan on visiting the real Cuba.

[3GPositive]

Some companies will only refund if the person who pulls out has a good reason - like a death in the immediate family.

Did the person cancelling have travel insurance? If the reason that pulled out is covered they should get their money back.

[blahblah454]

Anything is possible if you talk to the right people.

We now have the tickets in our hands, with all the corrected names. All it took was a little call directly to the resort, an explanation of our problem and bingo! Problem solved. All that headache with Sunwing and the resort changed it in a few min. Sunwing did absolutely 0 to help us out, and it will be remembered for future vacations. I will never do business with them again and neither will my friends, and I will tell everyone I know not to do business with them as well.

[genuinegirly]

I'm so glad that it worked out. Enjoy your trip to Cuba!