CG
Colleen G
1 reviews | Active since Mar 2020
18 Mar 2020, 03:34
Lost of money
Good day we made a group booking to go om the msc this coming Monday.The trip got cancelled yesterday and i understand why.But we paid our trip fees in cash why should we get vouchers to be refunded.I dont want the voucher as i wont book another cruise.I would like to be refunded the same way i paid in cash.This is for Pentravel Canal Walk
Helpful (0)
Replies (6)0
Replies (6)
Pentravel's replyOfficial
18 Mar 2020, 18:38Good Afternoon Ms Gomas,
Thank you for your feedback.
We are aware of your booking and that it has been discussed with the Branch Manager, Renata Matthysen at our Canal Walk Branch for further clarity and understanding thereof.
We currently find ourselves in rather challenging times, and understand your frustration with regards to the position you find yourself in, with your MSC booking. The COVID-19 pandemic, has resulted in a number of client’s dream holidays having to be postponed and in some cases cancelled completely. We sympathise deeply and understand the disappointment in not being to travel at this time.
Pentravel is working closely with all our Marketing Partners to ensure that our clients are updated and informed immediately of any changes that take place, which these are currently changing on a daily basis. Each airline, hotel and/or supplier has their own “Terms and Conditions”, where in light of the current situation, most cases have amended these, to accommodate clients and/or passengers as best possible, due to the circumstances and with safety being TOP PRIORITY of all travellers.
MSC took a decision on Tuesday 17th March 2020, to cancel all further cruises for the current season in light of the spread of COVID-19 worldwide. Due to the inconvenience, and decision taken at short notice, MSC has offered a Travel Credit to afford clients the option of future travel, without the risk of you, the client losing any monies. This is a policy that has been put in place by MSC and not Pentravel, and will affect all travellers as well as other travel consortiums.
We at, Pentravel strive to ensure all our clients, receive an exceptional customer service experience. Our teams are working really hard to ensure that we maintain the service level expectations, and I do believe that Renata has communicated the information effectively, and attempted as best she can to minimise your frustrations and assist in accommodating you throughout this process.
Kind Regards,
Desirai Kearney
Cape Regional Manager
Cape Regional Manager
Pentravel's reply18 Mar 2020, 18:38
Official
Good Afternoon Ms Gomas,
Thank you for your feedback.
We are aware of your booking and that it has been discussed with the Branch Manager, Renata Matthysen at our Canal Walk Branch for further clarity and understanding thereof.
We currently find ourselves in rather challenging times, and understand your frustration with regards to the position you find yourself in, with your MSC booking. The COVID-19 pandemic, has resulted in a number of client’s dream holidays having to be postponed and in some cases cancelled completely. We sympathise deeply and understand the disappointment in not being to travel at this time.
Pentravel is working closely with all our Marketing Partners to ensure that our clients are updated and informed immediately of any changes that take place, which these are currently changing on a daily basis. Each airline, hotel and/or supplier has their own “Terms and Conditions”, where in light of the current situation, most cases have amended these, to accommodate clients and/or passengers as best possible, due to the circumstances and with safety being TOP PRIORITY of all travellers.
MSC took a decision on Tuesday 17th March 2020, to cancel all further cruises for the current season in light of the spread of COVID-19 worldwide. Due to the inconvenience, and decision taken at short notice, MSC has offered a Travel Credit to afford clients the option of future travel, without the risk of you, the client losing any monies. This is a policy that has been put in place by MSC and not Pentravel, and will affect all travellers as well as other travel consortiums.
We at, Pentravel strive to ensure all our clients, receive an exceptional customer service experience. Our teams are working really hard to ensure that we maintain the service level expectations, and I do believe that Renata has communicated the information effectively, and attempted as best she can to minimise your frustrations and assist in accommodating you throughout this process.
Kind Regards,
Desirai Kearney
Cape Regional Manager
Cape Regional Manager
CG
Colleen G's updateReviewer Update
18 Mar 2020, 19:15I understand but you as the agency should understand my frustrations as the client aswell.I paid with cash and now you expect me to accept a voucher does that make sense.It was not small change that i paid it was quite a bit.If you were in my shoes you would have reacted the same way i am now.So i am unfortunately very sorry but i dont wanna make another booking with msc and no i wont accept the voucher i am sorry but it does not work like this.
CG
Colleen G's update18 Mar 2020, 19:15
Reviewer Update
I understand but you as the agency should understand my frustrations as the client aswell.I paid with cash and now you expect me to accept a voucher does that make sense.It was not small change that i paid it was quite a bit.If you were in my shoes you would have reacted the same way i am now.So i am unfortunately very sorry but i dont wanna make another booking with msc and no i wont accept the voucher i am sorry but it does not work like this.
Pentravel's replyOfficial
19 Mar 2020, 16:15Hi Colleen,
We understand your frustration but as per your signed contract with us we have to adhere to the suppliers terms and conditions .
MSC have offered a future cruise credit for your cabin, which is transferable should you wish to transfer it to another passenger of your choosing. We understand this is not the resolution you where looking for, but unfortunately as per our T & C's we abide by our suppliers terms and conditions.
Should you wish to take this further, can I suggest taking it up with MSC directly, by contacting their Customer Service Centre on ***
Kind Regards,
Desirai Kearney
Cape Regional Manager
Desirai Kearney
Cape Regional Manager
Pentravel's reply19 Mar 2020, 16:15
Official
Hi Colleen,
We understand your frustration but as per your signed contract with us we have to adhere to the suppliers terms and conditions .
MSC have offered a future cruise credit for your cabin, which is transferable should you wish to transfer it to another passenger of your choosing. We understand this is not the resolution you where looking for, but unfortunately as per our T & C's we abide by our suppliers terms and conditions.
Should you wish to take this further, can I suggest taking it up with MSC directly, by contacting their Customer Service Centre on ***
Kind Regards,
Desirai Kearney
Cape Regional Manager
Desirai Kearney
Cape Regional Manager
CG
Colleen G's updateReviewer Update
19 Mar 2020, 16:40Thank you.I am done fighting a losing battle.You may keep my money.But I do not want the credit for a new trip
CG
Colleen G's update19 Mar 2020, 16:40
Reviewer Update
Thank you.I am done fighting a losing battle.You may keep my money.But I do not want the credit for a new trip
CG
Colleen G's updateReviewer Update
23 Mar 2020, 08:17And to this day you guys have done zilch coming back to me.This is a absolute joke.You hide behind your titles.If you had to be in my shoes you would have done the same.I want a solution and i want one asap.
CG
Colleen G's update23 Mar 2020, 08:17
Reviewer Update
And to this day you guys have done zilch coming back to me.This is a absolute joke.You hide behind your titles.If you had to be in my shoes you would have done the same.I want a solution and i want one asap.
Pentravel's replyOfficial
23 Mar 2020, 09:46Hi Colleen,
We have communicated with regards to your options available to you, both on the Hello Peter platform, and via email.
As per our post dated, 19 March 2020, should you wish to take this further you will need to address it directly with MSC, by contacting their Customer Service Centre on *** or on ***.
I will ask that Renata Matthysen (Branch Manager of Canal Walk), also share this detail with you on email.
Kind Regards,
Desirai Kearney
Cape Regional Manager
We have communicated with regards to your options available to you, both on the Hello Peter platform, and via email.
As per our post dated, 19 March 2020, should you wish to take this further you will need to address it directly with MSC, by contacting their Customer Service Centre on *** or on ***.
I will ask that Renata Matthysen (Branch Manager of Canal Walk), also share this detail with you on email.
Kind Regards,
Desirai Kearney
Cape Regional Manager
Pentravel's reply23 Mar 2020, 09:46
Official
Hi Colleen,
We have communicated with regards to your options available to you, both on the Hello Peter platform, and via email.
As per our post dated, 19 March 2020, should you wish to take this further you will need to address it directly with MSC, by contacting their Customer Service Centre on *** or on ***.
I will ask that Renata Matthysen (Branch Manager of Canal Walk), also share this detail with you on email.
Kind Regards,
Desirai Kearney
Cape Regional Manager
We have communicated with regards to your options available to you, both on the Hello Peter platform, and via email.
As per our post dated, 19 March 2020, should you wish to take this further you will need to address it directly with MSC, by contacting their Customer Service Centre on *** or on ***.
I will ask that Renata Matthysen (Branch Manager of Canal Walk), also share this detail with you on email.
Kind Regards,
Desirai Kearney
Cape Regional Manager