CheapCaribbean Complaint - Canceled trip to Cancun
I agree with other postings warning consumers not to use this service. We booked a trip based primarily on the promise of "worry free" bookings and free comprehensive travel insurance. Nothing could be further from accurate. When we needed to cancel, we were immediately told that we needed to work with an outside insurance company to try to obtain a full refund or credit. After 10 weeks of effort and lots of documentation for the insurance company we were told that our cancellation was not covered and we were referred back to CheapCaribbean. For the following 8 plus months we contacted CheapCaribbean repeatedly to obtain the credit, and were told that it was either in process, or that it would be processed by the end of the week. When we finally received a credit on April 30, 2008, it came via e-mail, looking like the several adds per month we get from CheapCaribbean, so we never opened it. When we called to follow up in early May, we were told that it was issued on April 30, and expired on May 2.
First we waited nearly 3 months to find out that we could not get a full refund; then waited another 9 months to have the company tell us that because we didn't book withing two days, our credit had expired (no one ever told us the credit would be issued via e-mail). Caribbean Jim's representative (Melanie) went so far as to say that if we had called to book a trip anytime after we canceled, the credit would have been in the system. We told her that we had made monthly calls at a minimum, and that no one ever told us anything other than that it had not yet been approved. After multiple efforts to persuade the company to do the right thing, we have now asked the Attorney General in Pennsylvania to investigate the company, as it is hard to understand how their position makes any sense, unless it is an intentional effort to retain fees paid for a trip we were unable to take.
They fail to take responsibility for the failure of their telephone staff to give us useful or accurate information. Our next step will be to ask the appropriate Federal agency to look into this since we feel strongly that they should be prevented from behaving in a similar manner toward other consumers. Our cost for a trip we never took and their unconscionable delays was nearly $2000, and the best they could offer was $100 in "sun dollars" per each of 2 future reservations. Clearly, no reasonable consumer would opt to use an organization that engages in this type of practice.