ComplaintsforKHM Consulting, Inc.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 16th, 2022 we were invited to attend ******* ******** wedding on February 23, 2023. ******* advise my husband and me to book our cruise trip reservations with this travel agency company name E&M FUN TRAVEL operating by **** ****** and ******** ******- ******* on July 19th, 2022 we were told by this travel agency that we can only book through them instead of Carnival cruise. We were extremely confused as to why we couldn’t book our trip directly through the carnival. ******** inform us that it was because we will get a better rate through them instead of the carnival so we ask how we make our first payment she mentioned we had to give our card information over the phone which we did. We were worried about this because we never had to give our bank card information over the phone and after we have given it to them on July 19th, 2022. On July 20th we received a booking confirmation from **** ****** and ******** ******. On October 18th, 2022 we received a reservation but the invoice stated that our payment was paid on October 18th, 2022. After we paid a total of $430 including the carnival insurance after we paid we were advised by them that we could cancel anytime before December 10th with no charge. I ******** ***** and on the behalf of my husband requested a full refund when I realize my birth certificate will not arrive promptly. My husband and I immediately contacted E&M FUN TRAVEL to inform them we need to cancel the reservation through the carnival cruise on October 27th, 2022 and **** ****** replied you may have to cancel and rebook once I receive the proper documentation. After speaking with my husband we decided it was the best decision to do was to go and cancel it. **** brook delay the cancellation once we advised her to do so after learning it wasn’t canceled and after speaking with Vital records they advised us that we could have it another way to receive the documentation in a much faster manner.

  

  Business response

  11/25/2022

  We are so sorry to hear that you needed to cancel your vacation and miss your friends' special event. You had stated that you needed to cancel your Carnival Cruise for lack of a personal identification document (Birth Certificate). It is the travelers' responsibility to have the proper and valid travel documents. We spoke with your Travel Advisor of record. Your trip was booked with one of our Independent Contractors who runs their own business with their own business name. Your cruise, as shown in one of the documents provided, has a non-refundable deposit rate code according to Carnival Cruise Lines terms and conditions of the booking. Our office confirmed with Carnival the penalty and was told there was no refund. Insurance premiums are also non-refundable. KHM Travel Group does not have any funds as your payment was given directly to Carnival Cruise Lines by your Travel Advisor. Your Travel Advisor does not have any of the funds and your payment was placed with Carnival Cruise Line. Please contact your Travel Advisor during business hours to discuss further. Again, we are sorry to hear that you will not be attending your friends' special event.  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to get a refund on the trip to include (plane ticket, hotel, and excursions) since April 2022 and have been unsuccessful. I was given the option to cancel and receive a refund on my flight due to the airline canceling they flight reservation I booked. I called the customer service number several time just to continue to get the run around and nothing being resolved. The confirmation number is for the airline ticket is LWA54F and the passengers were ******* ******* and ******* *******. The confirmation number for the remainder of the trip is ******. Please assist in providing me with a refund.

  Customer response

  08/15/2022

  Good Afternoon,

  
  

  Attached are my receipts regarding this issue. The company list is the name of the travel agency I used.

  
  

  Thanks,

  
  

  *******

  

  Business response

  08/16/2022

  We are so sorry to hear that you needed to cancel your vacation. We spoke with your Travel Advisor of record. Your trip was booked with one of our Independent Contractors who runs their own business with their own business name. Your trip was booked with 2 separate travel suppliers. It is our understanding that you were given a refund for the land portion of your trip and the air was purchased via a different travel supplier to which you received an air voucher. You did not purchase travel insurance which may have covered many aspects of the cancellation. Because of the multiple cancellations and rebooks your air voucher has expired as you did not use the voucher in the needed timeframe. Your Travel Advisor, Independent Contractor, does not have the authority to change the policy from the travel supplier or airlines. It is unfortunate that you were unable to use your air voucher in the allotted time. KHM Travel Group does not have any funds collected for your trip as all funds went directly to the travel suppliers of record. It is our recommendation to always purchase travel insurance to help with unexpected expenses, illness or delays. Please contact your Travel Advisor or airline for more information.

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