Sinorama Holidays

Hello
On the 11 November 2017 we visited your Auckland New Zealand office and purchased/paid for a Sinorama Holiday Dream of China 15 day holiday, the confirmation of which came to us on the 11th of November
On the confirmation it confirmed that we were travelling on the Yangtze River Cruise Gold 3 and had our cabin number.
We were very pleased and told all our friends of this wonderful holiday, we were taking, so much so that in February 2018 we had three couples approach us and ask if they could join us, though when checking your website the Dream of China Holiday was fully booked though they have all decided to travel with Sinorama at a later date, as have other people we know.
Anyway we received your information and the itinerary of the Dream Of China & Yangtze River Cruise again in June 2018, when requesting that we get a Chinese visa, which we got in due course, and waited for the information evening information that was going to be emailed to us closer to our holiday.
In early August I contacted Sinorama Holidays Ltd - Auckland and asked about the information evening only to be told it had been cancelled.
I was however told our final itinerary would be sent, though have been chasing it along as [removed]
We received the itinerary at 7:30pm last night, though as we were not at home and did not open the email until this [removed] only to find that we are no-longer going on the Sinorama Holiday that we purchased 10 months ago, and have been added to a lesser holiday which does not include the highlights that we were so looking forward to, in fact it does not show us much of China at all and we would be visiting places that we would not chose to go to - in other words it is nothing like we booked, including our CONFIRMED passage on the Yangtze is now on another boat altogether.
There must be some mistake, we know that the Dream of China Holiday is still progressing as previously said, it was booked out (including our booking) in February 2018
Please look into this urgently as it appears that our place on the Dream of China and Yangtze River Cruise has been given to someone else, and we have for some reason been down graded, we are extremely unhappy.
We would appreciate being re-instated to the holiday that we paid and were told we were going on.
Thank you
[removed]

As Vacances Sinorama has been put under trusteeship, I want to know if Sinorama Holidays is going to honour our 20 day Odyssey of China Tour departing from Australia on the 23rd October 2018, that we booked and paid for last year? And also what other effects will it have for us and all travellers that have booked and paid fully way in advance?
And yes we are still waiting for our airline tickets.

Jo

Vacances Sinorama Inc.
PO Box 008
998 Boul. Saint-Laurent
Montréal, Quebec H2Z 9Y9
Tel: [protected]
Email: [protected]@vacancesinorama.com
Web-site: www.vacancesinorama.com

Code for our particular trip: F1013-2015-CHGL-15 File nos. 5-6

You can imagine that after having spent a small fortune on last minute airfare from Montréal to Vancouver (at the end of August) because my mother was dying, we were really looking forward to our vacation departure date of October 13.

This was to be the trip of a lifetime, to celebrate my retirement. A two -week all inclusive tour of China with the above company, that we had paid in full. Unfortunately, it has turned out to be a living nightmare.

On September 6th, my husband fell ill and on September 11th, he had emergency surgery to remove a stage 3 cancerous kidney. I have attached a picture. (Documentation is available in French only.). On September 11th I wrote the email below to Vacances Sinorama, explaining our situation and requesting that they allow us to postpone the trip (tentatively to March 2016) . This was following a telephone conversation with someone in customer service who sounded quite open to the possibility of changing our departure date. All correspondence was in French. On September 13, they promptly answered back that the $4, 800 trip could not be refunded, postponed or transferred. No compromise on their part.

Legally, I know them have a right to do this but what about human kindness and compassion? What about customer service? We have already been through the wringer emotionally with a sudden death and an even suddener life threatening illness. Monetarily, we are living on a reduced income due to the fact that my husband has not worked since September 5. We could easily have done without the loss of $4, 800.

After all, I'm sure they were able to sell the trip to someone else. So why should they collect twice for the same trip while we end up throwing $4, 800 out the window? All I'm asking for is that they make us a fair offer. In our situation, is that too much to hope for?

(See e-mails below)
Bonjour,
Mme. Cailyer,
Nous regrettons pour cette situation, il est dommage que vous ne pouvez pas partir à votre voyage; cependant, le forfait était une vente finale, malheureusement le voyage est non remboursable, non changeable et non transférable, seulement le frais de pourboire de $150/per est remboursable.
Nous souhaitons un bon guérison pour M.Cailyer.

Si vous avez des questions, n'hésitez pas à nous contacter. /
If you have any further question, please feel free to contact us.

Service à la Clientèle/Customer Service

Vacances Sinorama INC.
998 Boul. Saint-Laurent,
5e étage, Montréal, Québec, H2Z 9Y9
Tel:[protected] Fax:[protected]

-----Original Message-----
From: Pierre Cailyer [mailto:[protected]@gmail.com]
Sent: 2015年9月11日 20:35
To: [protected]@vacancesinorama.com
Subject: Code de voyage F1013-2015-CHGL-15 numéro de dossier 5 & 6

Mon mari, Pierre Cailyer, a été opéré d'urgence ce matin a l'hôpital St-Luc pour un cancer du rein. (Nous pourrions vous fournir des preuves sur demande.) C'était totalement imprévu.

Nous avons un départ avec Sinorama le 13 octobre. Nous savons maintenant que ça serait impossible. Pouvez-vous nous offrir un crédit pour un voyage semblable avec un départ dans 6 mois ou plus? Nous pensions avoir une assurance-voyage mais ce n'est pas très intéressant parce qu'ils ne rembourseront que $1, 000 chaque.

Ce voyage était le voyage de nos rêves et je sais que mon mari souhaite d'y aller malgré son problème de santé.

Merci de votre compréhension.

Yvonne Cailyer