Complain about a product or service

Apple Vacations

Dawn of Westminster MD (12/06/07)
We arrived at BWI for a 9:00 flight with a contecting flight to Charlotte, and from there to the Dominican Republic. Our flight was cancelled due to the plane having mechanical issues. We were told by the gate personnel to sit and wait until we call you. So we waited. When we know that it was going to be close and we would lose our connecting flight, we went to the counter and were told to SIT DOWN. Ten minutes later we were told that all international connections must go to the front check-in counter. So we did. When we got there I was yelled at and told to get out of line! They were extremely rude! We finally got a flight out at 2:00 and were told we would have to chase down our luggage in Charlotte because it went on the plane without us. It was the wost experience I have ever had. We finaly got to the Dominican Republic 27 hours later.  We lost a day at the resort in which I want reimbursed for! There were four people in my group who went through this.

Cari of Highland IN (12/01/07)
We booked an Apple Vacations trip to Mexico In August, 2007. The trip was scheduled for Oct 20 thru Oct 27th, 2007. We booked with Apple with the understanding that they have a price guarantee. I contacted Apple Vacations at 11:56 am (CST) on Monday, Oct 15th to inquire about the price guarantee because I noticed on the internet that the price had dropped on our Mexico vacation package. I was advised by one of their Representatives that indeed, our package price had dropped $400 per person. I was advised that the guarantee would be processed and would be applied to our Mastercard. Several weeks later, I had not received a credit on our Mastercard. I contacted Apple Vacations again and was advised that I needed to wait 1-2 billing cycles before this credit would be applied (apparently, I reached the Chicago office) Again, our billing statement arrived, and we had no credit on our Mastercard. I contacted Apple Vacations again on November 28 at 3:00 pm and spoke with Megan. Megan advised that the price guarantee was never processed, and in fact, there was no record of my call. I asked her what Apple could do for me now? Could they look up the call that was made and find out why the price guarantee was never processed? She stated that Apple Vacations does not record their calls. She also stated that there was nothing Apple Vacations could do for me now, because it appears that I had never called regarding the price guarantee. I advised Megan that I would not accept her answer. I would not lose $800 due to a mistake that Apple Vacations made.

I asked to speak with a Manager. I then spoke with Harold. Harold advised that the only thing he could do was to see if they could pull a report and show if I ever did call Apple Vacations. I gave Harold the phone number that I called from. He stated it would take one business day to run the necessary report and he would call me back. On 11/29/07, Harold did not contact me. On 11/30/07 at 3:10 pm (CST), I contacted Apple Vacations again and reached Allison. I asked to speak with Harold. He was on another call, so I left my name and number. Allison advised that he would call me back after he was finished with his current call. Harold did not return my call. He did not even call me to state that he was still working on the issue, and apologize for the delay. He simply didn't call. We spent $3200 on a vacation with Apple. We just want the $800 that was supposed to be processed on Oct 15, and clearly, no one is anxious to help.

I lost $800.

Eugene of Bulringame CA (11/03/07)
I have had a Hawaii vacation purchased from Apple Vacation. The itinerary they sent us contains wrong time of departure. When we came to the airport and figured that our flight left 20 minutes ago they simply refused to even talked to us. The phone provided by Apple Vacation doesn't have any support option - it's only for sales. I got stuck in the airport WITH 10 MONTH OLD kid in my hands. Just for your information - there is no air conditioning outside of KUAI airport, no water and no any other conveniences - everything inside but without ticket you can't pass security.

American Airline representatives refused to help us because we had a special bulk ticket purchased by Apple Vacations and thus can't be re-booked without Apple Vacation representative. Anyway as result of long conversations with answering machine and couple of persons who hanged up on me I have got connected to someone called Jennifer S. from Philadelphia office who simply told me to get away, purchase a ticket and fly back home by myself.

After 4 weeks wait time and complaint sent to them I have got return for tickets I've purchased and so called certificate for 100$ expired in 1 year that I will not able to use for obvious reasons. In addition to this useless papers they sent me a letter with false statements regarding a reasons of they mistake in my itinerary. I feel this kind of customer care is abusive and not even close to trying to resolve the problem I have had with them. In addition they should clearly state that they ARE NOT PROVIDING ANY SUPPORT TO THEY CUSTOMERS IN CASE OF EMERGENCY.

Jodi of Pepper Pike OH (04/17/07)
Apple Vacations requires 100% of payment well in advance of your trip, so if anything happens, you have no recourse for remedy. Their response is to buy their vacation insurance (which they profit from). Obviously, it is a must when you travel with Apple Vacations to purchase their vacation insurance because things, more often than not, will go wrong.

My son was scheduled to leave on a flight from Cleveland, OH to Puerto Vallarta, Mexico with 12 of his friends for their senior spring break trip. This trip was highly anticipated and a once-in-a-lifetime experience which he worked very hard to pay for.

This trip has turned into a trip from hell from what should been a wonderful, enjoyable relaxing vacation with his best friends to celebrate their upcoming graduation.

To begin, the flight was delayed 11 hours and departed Cleveland, OH at 3:25am on Saturday March 24, 2007. During the flight, a passenger announcement was made saying that bags were taken off the plane (because of weight and safety issues), and that they would arrive later that day or Sunday March 25, 2007 at the very latest.

When they arrived in Puerto Vallarta, my son learned that his bag was one of the bags taken off the plane, not because of a mistake or oversight, but because of a deliberate decision by USA3000. When his bag again did not arrive on Sunday, the Apple Vacation Representative, told him that it would be there the next day, Monday March 26, 2007.

My son's bag did not arrive on Monday, at which time the Apple Vacation representative again informed him that it was now scheduled to arrive the next day, Tuesday March 27, 2007. The bag was to arrive on a charter flight from Chicago which was to arrive in Puerto Vallarta at 9:30am. They promised that his suitcase would be at his hotel by 11:00am. My son's bag arrived at his hotel lobby at 3:00pm. At this point, his vacation was half over.

This situation is inexcusable. After speaking to the concierge at the Buenaventura Hotel, the Apple Vacation representative in Puerto Vallarta and the customer service center for Apple Vacations, I have ascertained the following: USA3000 Flight #414 was too heavy to take off and the pilot requested that luggage be taken off the plane for it to depart. I was told that during this time of year when USA3000 is booked with spring break travelers, this occurrence is not unusual. Since this is a possible occurrence, then procedures must be in place to reunite USA3000 travelers with their luggage on an immediate basis (within 24 hours). Four days later is unacceptable and utterly ridiculous.

A vacation is not a vacation without your clothes, bathing suits, sandals, toiletries, etc. This is like asking a baseball player to play the game with a bat and no ball. It cant be done. To make matters worse, my son wears disposable contact lenses which were packed in his suitcase. We were concerned about packing them in his carry-on bag because of the new flight regulations concerning liquids.

Kamalla of Bronx NY (03/16/07)
My cousin booked a vacation package through a travel agency(Liberty travel)with Apple Vacations.On 03/15/2007 I contaced the travel agent and added someone to the room therefore the deposit for an added individual was $125.00. I gave the travel agent my debit card information to make the transaction she forwarded the info to Apple Vacations. They debited the deposit of $125 plus the entire vacation package $1388 out of my bank account.

I was not informed by no one of this MAJOR error I happend to log on to my Citibank.com and noticed all of this money was taken from my account. I immediately contacted the travel agent and she gave me the number to Apple Vacations. I called and someone by the name of Howard or Harold answered I explained the situation to him and he told me he doesn't deal with customers only the travel agent. I then hung up and contacted the travel agent so she could call. We did a conference call and she explained the situation to the next individual that answered the phone they stated nothing can be done a credit has been issued and it will take 3-10 days to process.

Sue of Aurora OH (10/19/05)
My husband & I book a travel package through Starship Travel which in turn booked the vacation through Apples vacation. When we left for our trip I pulled the wrong birth certificate & had to return home. We missed our initial flight by 10 minutes. Delta told us they could not accomidate us on any other flights because our tickets with our package were bulk tickets. They suggested I call the 1800 emergency #. At this time it was 7:10 am and Apples does not open until 9:00 am.

I purchased insurance so I called the insurance line. They were unable to assist me but gave me a number of a on call person from Apple. This person was upset that a consumer was contacting her because she only deals with Apple/ or Travel Agents & hung up on me. I called the insurance # back & they assisted they could be not help.

By this time it was around 8:00 and I went from counter to counter asking what the fares would be to better assist Apple. US Air & Continental agents both were suprised that our tickets were no good. They said as long as you get to the airport within 2 hours of your flight you will be put on the next flight. It's called the flat tire rule. I went back to Delta to double check & they said NO - your tickets were purchased in bulk & ARE NO GOOD!!!

I called Apple at 9:00 the apple attendant told me that she could not help me that I need to talk to my agent. I asked if I could talk to a supervisor because my agent does not open to 12:00. She got back & told me she talked to a supervisor & that they said I have to talk to my agent. By now it's 9:20. Continental has a flight leaving @ 10:00. I called back the insurance # (by this time I have lost composure - unfortunately I'm doing a little crying) I review my situation & asked if they document our conversations & do they think I had a good chance of getting reimburst for these tickets. -- oh by the way they also called the on call person after me & was hung up on as well & then this person left their phone off the hook. They assured me that I had a very good case. 1) because my ticket should of been good & 2) no one was helping me - they were shocked!

Louis of Toms River NJ (12/31/04)
Apple Vacations as well as Travel Line International in Howell,NJ have all the details via e-mail and phone. Apple Vacations is the problem (Not Travel Line) I had a Family reuion back in July of 04 and it was a horrif experience. I had 16 FAMILY Members flying in from all around the country to meet at the OASIS CANCUN.

Apple assured me this would be no problem. When we arrived we had no rooms due to 130% overbooking and they tried to fly us to Jamaica, Dominican Republic and the Bahamas (but not the whole family!!!) It simply gets worse from here but Apple contacted me with a letter dated September 8th, 2004 letting me know they were very sorry and were investigating this. It was signed by Joan Bennett and had a case number. I have now called Apple and Joan Bennett and have yet to recieve any response. Even the Travel Agents (Julie) have been trying to get Apple to resolve this.

My entire Family (Both Adults, Teenagers and a handicapped in-law had no rooms to sleep in!! I had to bribe the local workers for cots to sleep on.

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