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Action: No free pass for travel agency

Q: On Sept. 12, 2006, I gave a $600 deposit to Getaway Travel in Tampa for a proposed trip to Italy. It was to depart Sept. 7, 2007.

By Suzanne Palmer, Times Staff Writer
Published March 10, 2008

Q: On Sept. 12, 2006, I gave a $600 deposit to Getaway Travel in Tampa for a proposed trip to Italy. It was to depart Sept. 7, 2007.

We subsequently received the brochure for the trip, which included its cancellation policy.

In June 2007, I decided to withdraw from the trip for personal reasons. I sent a letter, return receipt requested, and expected a refund of $400 because I canceled within the 90 to 119 days prior to departure outlined in the cancellation policy.

I then made two phone calls to the owner of the agency, Sylvia Reina, asking for my deposit to be returned.

I received a letter stating that I was not entitled to a refund.

I appealed in writing, clearly explaining my position and the agency's error in keeping the deposit and mailed it, return receipt requested. The letter was signed for and I have the receipt, but I have not had any further communication with Getaway. I can only assume it is not going to return the deposit it owes me.

I abided by it rules when I canceled my trip. I expect it to do no less.

Francesca Sweaney

A: Your complaint had been filed with the Better Business Bureau, but the agency was unable to mediate a satisfactory resolution. I wondered why.

Cancellation policies are generally pretty cut and dried, with little room for interpretation.

The one for the trip you were scheduled to take states, "$200 penalty for cancellation 119-90 days prior to departure." It doesn't get much clearer than that.

In response to your cancellation, Getaway Travel sent a letter stating that your withdrawal from the trip caused the entire excursion to be canceled.

"We have been dealing with the tour company and they claim the deposit had already been dispersed to the airlines and properties in Italy," the letter says. "Please understand that the tour company kept your deposit, not Getaway Travel."

A letter from the tour company, Bella Vista Mediterranean Tours, confirms it would not be returning $1,000 in deposits to Getaway.

However, your contract was with Getaway Travel, not Bella Vista. There is nothing in Getaway's published cancellation policy that protects it from granting refunds based on whether an entire tour is canceled or whether the tour company withholds deposits.

I said as much to owner Sylvia Reina when she phoned in response to your complaint. She explained that if she complied with your request, the money would be coming out of her pocket. But after much discussion, Reina agreed to refund your deposit, and you confirmed it was received.

Receipts needed for lost luggage

Q: We went on a trip in November 2007 for which we bought a traveler protection policy with Traveler Protection Services.

One piece of luggage never made it to our hotel in London or our Royal Caribbean cruise ship, so we filed a claim when we got home.

We were told we needed all the original receipts in order to get reimbursed. Who saves receipts for cosmetics and toiletries?

I phoned and asked a representative if we went out and bought all the items now, and submitted those receipts, would that be acceptable? The answer was no, but if we had receipts for the replacement items we bought on the trip, we could send those.

We only bought a few things on the ship as its inventory was limited.

Cameron Wallace

A: Traveler's Protection Services Inc. offered no response to Action except to send a copy of its letter to you denying your claim.

Someone there did boldly underline the statement, "You must submit receipts for actual costs incurred in order to be reimbursed for such expenses."

I agree that it does seem unreasonable to save receipts for personal items such as cosmetics and toiletries, just in case they should be lost with luggage. But after reading through your list of missing items, I see it is dominated by personal hygiene items.

Royal Caribbean spokesperson Lyan Sierra-Caro said all these items are available for purchase on board its ships.

So you had the opportunity to replace your missing items; you just chose not to.

Even the alcoholic beverages you listed were available from the duty-free store. Sierra-Caro said those items would have been delivered to you prior to disembarking the ship. The other items that could not have been replaced on board also weren't things you had original receipts for.

In this case, unless you submit receipts for those few items you did buy, it would seem there is nothing Traveler's Protection Services can reimburse you for.

Think twice when asked for money

Q: In today's mail I received a letter suggesting that I obtain a certified property deed. Also enclosed was a postage-paid envelope for me to send my check or money order for the amount of $89.95 or, if I wanted an extra certified copy, $114.95.

I thought it was odd to receive such a mailing, being that my deed was drawn up by a local attorney who specializes in these matters.

I'd also just been to the courthouse to apply for my homestead exemption and was never told I needed a certified deed. I phoned the courthouse, just to make sure I didn't need it and was told to throw the notice away.

Whenever anyone asks for money, check it out.

JoAnn Lee Frank

A: I couldn't have said it better myself.

These kinds of solicitations are required by law to make consumers aware that the companies sending them are not affiliated with a government agency and that the records they offer may be available at no cost directly through the government.

Anyone can order a certified copy of her deed through the county clerk's office for a nominal fee.

Action solves problems and gets answers for you. Write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call (727) 893-8171, or, outside of Pinellas, toll-free 1-800-333-7505, ext. 8171, to leave a recorded request. Complaints can only be accepted by mail. Send only photocopies of personal documents. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

[Last modified March 7, 2008, 22:10:01]