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2.0 24 Reviews

Marlin Travel Complaints Summary

6 Resolved
18 Unresolved
Our verdict: When using services from Marlin Travel with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Marlin Travel reviews & complaints 24

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1:51 pm EST
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Marlin Travel rude employee

My fiance and I went to Marlin Travel in Sherwood Park, Edmonton. We were excited to be booking our honeymoon to Costa Rica. I was left embarrassed and hurt by the rude comments made by the travel agent. We were commenting on looking forward to wearing our swimsuits, instead of winter wear. Our agent made a rude comment that I of course would be covered up because of my size. I asked her what she meant about that, to which she said, "because of your large size". My mouth dropped open, I couldn't believe she just said that, and didn't seem to even notice how rude her comment was. I was so disgusted with her that I said I would never use such a rude company as Marlin if all their employees were like her. I got her name, DAYLIN KLATT, and I plan on making a formal complaint with this company.

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The company did everything to try to resolve the issue, but after several attempts to contact the complainant, no answer has been received. Therefore the complaint is declared to be untrue.

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DaylinKlatt
Sherwood Park, CA
Feb 26, 2014 11:27 am EST
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Hi Gail Scott,

This is Daylin Klatt and I have read your above complaint. I have absolutely no recollection of this transaction between us and believe you have accused the wrong person. There has been no formal complaint against me as of yet regarding your above complaint. I would never make a comment towards anyone’s appearance, lifestyle or personal life.

I am very sorry that an agent has said this to you and hope that you will give Marlin Travel a second chance because we do have employees that care, myself included. If you give me a call at work at [protected] we can figure out which travel agent said these inappropriate comments and ensure that they are properly dealt with.

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3:59 pm EDT
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Marlin Travel incompetent rude

Booking a March break trip to Disney World. Agents made unconceivable error of booking MAY instead of March. Having the 2 youngsters with me when confirming, I made the mistake of only giving cursory overview of details-hotel, check, suite, check, 11-14, check...it wasn't until I checked in on the Disney site, that I realized the problem. By then, since I had signed the paper, it was now my error. The agents refused to take any responsibility, which was bad enough-but to tell my May was a lovely time to travel, to say how lucky I was for them to be able to get me a credit for the original airfare (I had to pay for another flight, and for the average person, this does not come easy), and listen to her complain about how time consuming it was for her to rectify the whole thing. And again, when she made yet another error rebooking the dining plan, it was now Dsiney's fault, and all these things were just so time consuming. It is one thing to make the original error (and yes, I missed the mistake), but the subsequent treatment only adds to the deplorable customer service. Would never, ever book through them again.

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8:48 pm EDT
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Marlin Travel horrible service

My fiance and I were very excited to plan our wedding with Marlin Travel. They were going to book the airfare, hotel, transfers etc. for our large group. We thought this is great! We will provide our guests with their contact information and it will be easy and smooth. WRONG! We received numerous complaints from our guests having trouble booking with the agent. They would call and the lady didn't know who we were and almost book a few of our guests to Peru when our wedding is in Los Cabos, Mexico. Such poor service. On top the hotel website dropped prices by 50% and our travel agent refused to book this. We had a much hire rate and this was very frustrating. It would take us days and numerous calls and emails to get any response. When we did none of our questions were anwsered. I did all the work and I don't know what we were paying a travel agent for. We complained to Marlin Travel and they basically told us to take a hike. We will never use Marlin Travel ever again and I advise people to not use them EVER!

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Paul Burgetz
, US
Sep 07, 2015 7:17 am EDT

we also had terrible service from Marlin Travel in Fairview Park Mall Kitchener Ont.
We will never book a vacation with them ever again
Our vacation is coming up on October 16 2015 and I would not be surprised if my wife and I are put in separate sections of the plane

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7:29 pm EDT
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Marlin Travel extra charge for vacations package

In March 12/2010 I booked a vacation package with Nolitours to Punta Cana (Dominican Republic), for two persons with a total price of $ 1700, 50 (Booking number [protected])

That amount was paid in full with my American Express credit card. (swipe method)

I received my credit card statement that show a charge of $ 1834.50 0

I want a refund for the amount of $ 134, 00

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Sara Maggie
, US
Aug 16, 2018 3:42 am EDT

I booked a ticket from Perth to Toronto. Needless to say we did NOT get the best price.. not only that apparently the travel agent decided not to mention that my luggage only went as far as Sydney? If I hadn't double checked and asked, I would have been one really upset individual on the very first leg of my very large flight home. Absolute joke.

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mel101
, CA
Sep 18, 2015 10:09 am EDT
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I purchased 800 dollars worth of Marlin Travel certificates through airmiles. I used the Marlin Travel agency in Sundridge mall. I went in with my husband and asked to be booked into the Club Kawama hotel. From the start the travel agent said do not go there go somewhere else you know that hotel is a low star rating. I explained I did my research which I should not have to and told her that is the hotel I want. She booked it. 4 weeks ago I received an email from this travel agent stating Westjet called and because our hotel is going through renovations we will have to be moved. The email stated this hotel Villa Cuba then at the top of the she stated you can pick these hotels that are equivalent which there were 4 of them, then under the 4 she gave me another 4 more with prices of upgrades. I picked a hotel with no price upgrade and she informs me I will have to pay more for a superior room which I already paid for. So I picked another...she then stated there is a price adjustment you will have to pay more. Well this goes on and on. She pretty much states my only choice is the Villa Cuba. I don't want it, but if I don't want the villa cuba which she said is a huge upgrade from Kawama then I have to pay more. The other hotels she states are not as good as Villa Cuba they are lower stars. My question is why am I paying for upgrades on lower stars and with the Villa Cuba which is 2 stars more then Kawama I don't have to pay for anything. I get booted from the hotel the I want and they decide and if I want something equivalent I have to pay more? I will never use this travel agent again she doesn't know anything about the hotels. She is not helpful with anything. I had better service with asian hotels agents. Now I am stuck in a hotel that I don't want at all if I want my money back I would have to take 800 dollars worth of certificates to Marlin Travel which I will never deal with again. I am upset and pissed off at this whole thing.

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Paul Burgetz
, US
Sep 07, 2015 7:14 am EDT

My wife and I have recently booked a trip to Cuba through Marlin Travel Agency in Fairview Park Mall Kitchener Ontario.We have never booked a vacation before and this would be our 2nd ever vacation in our 34 years of marriage.The vacation was paid in a few installments and is now fully paid.We were promised and ocean view suite and now all of a sudden we are told that this resort does not offer ocean view.The agent however denies saying that she offered us ocean view even though both my wife and I heard her say it.
We were also told that we could cancel our trip at any time for any reason.When I wasn't satisfied with the trip I stated that I would like a full refund and then I was informed that cancelling the trip would cost me 25% of the trip plus administrative fees.There was nothing said about a cost for cancelling when we booked.I am totally disgusted with this agency and because of the stress that this is causing, I have absolutely no desire to take this trip.The agency however, does not care, even a little bit, and has offered no help in this.To me it seems that once they have your money they really don't care any more.I am now very concerned that this trip is going to be a total disaster and I am afraid that the agency will not care much about which seats we get on the plane or even if we have a good time on our vacation.I am afraid that this will not be much of a holiday.
Any help you can give me would be greatly appreciated.
By the way we are supposed to be leaving on Oct.16 2015 but I am skeptical as to how smoothly this is going to go

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