I booked a Cruise, Flight & Hotel in Nov 2016 with Government Vacations Awards. I was told by Travel, that the Hotel was only 15 minutes away from the Port.

In Aug 2017, I discovered that the Hotel was 4 ½ hour away from the Port of Call.

I contacted Gov Vacation Rewards, and was on the phone for 3 hours talking to various peoples, including Flight. Flight told me, since it wasn’t their error, and that it’s been longer then 24 hours since we originally booked our flight, they where going to credit the $1,600.00 we already paid, and charge us an additional $2000.00 more to make the changes, bringing the total of over $3600.00. Being that I believed we shouldn’t be held financially responsible for the mistake TRAVEL made, I did not agree to that price. I was told at that time that she would need to call back on Monday to talk to Customer Care department.

We called Gov Vacation Rewards again on Monday, August 28, and got another run around between Travel and Flight, except this time I got to talk to the Flight Supervisor. She explained again that it wasn’t Flights fault that Travel gave us the wrong information, and that the airlines has to collect a fee to make the changes so that our flight went to Vancouver instead of Victoria. We agreed with the price we where given ($588.22), and made it perfectly clear that we shouldn’t be held financially responsible for the mistake TRAVEL made. We where told to call back on Tuesday to talk to Customer Care regarding this matter, as they where closed for the day. We where on the phone for 2 hours this time.

I called again on Tuesday, 29 Aug 2017, and got the run around again, and asked to speak to Customer Care department. After explaining everything to Customer Care department, they said they couldn’t help, so I asked to speak with the Complaint Department. After another run around (being transferred from one person to another), I was told there was no Complaint Department. I just filled a complaint with Better Business Bureau, and suggest you do the same.

The Travel Dept booked a Hotel for us in Victoria, and I asked how far away will we be from the Port, we where told 15 minutes. So we booked a Flight to Victoria in Nov 2016. In Aug 2017, I had a bad experience with a Travel Agent who lied to me about how far my destination was from the airport, so after that trip, I checked the distance between the Hotel and the Port and found out that it was over 4 hours travel time from point A to Point B. After 7 hours on the phone, Flight charged us an additional $588.22 to make the changes to the flight, even though we didn't make the mistake, and they had to charge us because it wasn't their fault, but we booked the flight based off the bad information that Travel provided us. Customer Service couldn't help, and they have no Complaint Department. I submitted a complaint to the Better Business Bureau, and recommend you all do the same thing. I asked for a refund of the $588.22.