Itravel 2000 / Refusl to honour policies
I checked WestJet's rates from Ottawa to Vancouver for September 4-9 and then called Holly Fisher at Itravel 2000 to see if she could match it plus honour WestJet's policies regarding refund or changes. She said "YES". I should mention that I have booked trips down south (Mexico/Dominican Republic) for the past 3 or more years and in this case wanted to give my business to Itravel 2000 (I also purchased cancellation insurance at an extra cost).
As it happened my sister in Winnipeg with whom I was sharing hotel accommodation became unfit to travel--she has a broken ankle. When I emailed Holly to explain the circumstances and that in view of now having to bear on my own the $150.00 per night hotel rate (6 nights) at the Ocean Promenade in White Rock, B.C., could I change the date to September 5-9, she called me to say "NO". Her explanation was that to get the cheapest WestJet rate at the time of booking (the rate has since gone down which is guaranteed by WestJet to match if price falls), she had to go through a "CO-ORDINATOR" who refused to honour any of WestJet's policies--CONTRARY TO WHICH SHE ASSURED ME ITRAVEL 2000 WOULD. WHY THE NEED FOR A CO-ORDINATOR WHEN I FOUND THE PRICE ON MY OWN ON THE INTERNET????
I called WestJet to explain and they took down full notes and advised me to call the Itavel 2000 supervisor and ask for a tape of our conversation wherein Holly assured me WestJet's policies would be honoured, on which strength I made the booking. I did so and instead of the supervisor calling me back and verifying the taped assurance, Holly called me back and reiterated that my only option was to lose the entire $813.00 plus travel insurance of $56.00 and then fight with the insurance company for reimbursement! Really!
I called WestJet back and explained all of this and in 5 minutes they took over my booking and made the change requested, and did not charge a change fee for doing so. My respect for Westjet soared; my respect for Itravel 200 has gone.
The lesson here is that you cannot trust what Itravel 2000's agents promise.
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