To: Apple Vacations Customer Service
From: Elizabeth Lashley & Gabriel Brugh
Re: Booking # : 50956603
We are writing to express our sincere disappointment in our recent 1st and only trip to Cancun Mexico. First off, I will start with the positives though. Our stay at the Iberostar Tucan was wonderful and the transfer service was outstanding, especially considering we were about 12 hours behind schedule. We will definitely be returning to the Iberostar resorts, everything was remarkable. No complaints about the stay at the resort. The flight from Cleveland on USA 3000 was a totally different experience. We know we are not the only travelers to express our anger in regards to how the airline handled the delay. The flight was scheduled for 10:45am departure from Cleveland. We did not end up leaving until 6:45pm. As we all know delays at an airport can be frustrating in itself, however the way the airline treated us all as travelers was beyond anything we have experienced in all of our travels. First of all, in the beginning of the morning they told us a plane was scheduled to leave at 1:30pm.. Just before we are scheduled to board the plane, an announcement was made that the plane "did not have the correct authorization paperwork to fly into Mexico." Now, you are telling me they found that out in that very moment? I am sorry to say but I feel that is hard to believe. On the other hand though, all along while they are telling us we are leaving at 1:30pm the website for USA 3000 already showed the flight delayed and leaving at 6:30pm. When we approached the airport personnel to ask them why the website was saying something different, they became rude and gave no answers other than "well the website is not correct." Come to find out later - the website was 100% correct! A little after 1:30pm another announcement was made that the flight was once again delayed and this time until 6:30pm. The gate personnel became rude and impatient with the obviously frustrated travelers. There was absolutlely no compassion for what we were going through and at times they were simply mean. I, Elizabeth am a supervisor at a company and if any of my employees talked to customers the way were talked to they would be terminated immediately. As we said earlier, this was our first time traveling with Apple Vacations. We traveled with a couple that had used Apple Vacations 8 times in the past 8 years. They said over and over how nice Apple is and how easy it is to travel with them. Not only did we lose our entire first day of vacation, but we were treated with no respect at all. I sincerely feel that Apple Vacations and/or USA 3000 should compensate both of us (Elizabeth Lashley & Gabriel Brugh) for the loss of our first day of vacation. The $10 food voucher at the airport didn't quite seem to be appropriate enough and in my opinion was a joke since as we all know nowadays you can get maybe a water and an appetizer for $10. If our only option with Apple Vacations in the future is to fly on USA 3000, we will be looking elsewhere.
Elizabeth Lashley & Gabriel Brugh
1601 Hawthorne Drive
Mayfield Heights, Ohio 44124
Review about: Apple Vacations.