Complaints

This profile includes complaints for Legacy Travel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Legacy Travel, Inc.

  2929 Custer. Ste 305 Plano, TX 75075

• 

  Legacy Travel, Inc.

  6025 Coit Rd., #162 Plano, TX 75024

• 

  Legacy Travel, Inc.

  3400 Preston Road #235 Plano, TX 75093

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted with Legacy Travel to help us plan a trip to *********. We paid them $75 to work with us. Told them we would be taking a Cruise from ****** meeting friends from *******. Decided to go early to get over jet lag, and ******. Worked with ****** to provide information. We had booked our air flights with the ship. Also discussed we would have to upgrade our seats because they were booked in economy. We could not fly for 18 hours in a standard seat. ****** put together an itinerary for the tours. We dismissed the airlines with Legacy because the price was not even close to the ships price. However, we were assured we would be able to upgrade our seats in ******* (we have plenty of miles). Counted on this. We were told we would need to pay $600 to book the tours and get our hotel secured. It was NEVER mentioned this money would not be refundable. Did not even know who they were booking with. ******* had to have another knee surgery on September 1st (third surgery). AND, ******* said they could not upgrade with American Airlines miles, even though ****** assured us we could. They wanted $16,000 to upgrade just to next level. Could not afford that. Also, our medical problems started to get worse (my shoulder from previous surgery) was not healing. The hard decision was made to cancel this trip. Long journey was proving to be too much for us in present medical conditions. ****** was notified that we were cancelling. The ship was cancelled, and all of our money for tours, rooms, etc. was refunded. This is when we learned that Legacy Travel would not refund our money even though we were almost 6 months out from the trip. I sent them medical records, and called numerous times. The manager (*********************) also called me, and nothing we could do could get this money back. They offered another trip the last of ****, but for us our friends was a great part of this trip. We want our money back! We cancelled in plenty of time.

  Business Response

  Date: 12/07/2023

  Hello, and thank you for giving us the opportunity to addressing ****************** concerns.
  
  On June 22, 2023 ************* contacted us about doing her pre-cruise arrangments for a cruise she had booked to *********.  Our advisor evaluated her needs and collected a $75 non refundable professional booking fee and ************* signed our terms and conditions agreement.
  
  On June 29 ****** sent a proposal to ************** outlining her requested arrangements.  That proposal contained a link to ****************************************************************; This document clearly outlines cancellation penalies.  It explains that any cancellation prior to final payment results in a loss of deposit.
  
  ************** had a couple of adjustments she wanted to make to the itinerary.  Lesley  made those adjustments and sent another itinerary with the same  information on July 3.  There were another round of adjustments that ****** sent over on July 11.
  
  Finally on August 9 ************* agreed to the arrangements and made her deposit. 
  
  The information that her deposit was going to be non refundable was sent to her three different times. 

  Customer Answer

  Date: 12/07/2023

  I am rejecting this response because:   

  These documents do NOT say cancellation will be a non-refundable deposit.  It only says there could be penalties if cancelled.  Again, this is almost 6 months out from a trip.  NO where on these documents does it say NON REFUNDABLE.   Again, we submitted many medical documents - WAY ahead of any final payment.   *********************; 

  Business Response

  Date: 12/08/2023

  I have attached an example of one of the three times you were given the quote from Travel2.  This particular one is the one from July 11.  If you scroll to the bottom you can see that it says: "Acceptance of this quotation means that you and have read and agreed to our booking terms and conditions. CLICK
  HERE to download and review."

   

  The CLICK HERE goes to this link: **********************************************************

  When you go to the section about cancellations you find this:

  
  "Cancellations: Cancellation fees may vary depending on the products booked. Cancellation fees are as follows:
  Individual Reservation Cancellations:
  Prior to final payment: loss of deposit
  After final payment: 100% of total booking cost"

   

  Again, this was sent to the client on three separate occasions.

  Customer Answer

  Date: 12/12/2023

  I am rejecting this response because:   

   

  This is very deceptive.   I was never told this was non-refundable.   I should not have to click to review the terms.  I contracted with Legacy Travel.   This was your source.  My paperwork shows fees may apply but can be cancelled.   Again, this was never communicated that  "Hey if you pay us $600 - you will not get your money back.   Even if you cancel or change.  We will continue to try to find someone to take this reservation.  Then it can be transferred.