BookIt.com Panama City Beach, Florida

To whom it may concern

I would like to inform your agency of all the troubles that my family has endured dealing with the reservations and booking of what was suppose to be a wonderful vacation. My husband and I booked the reservation March 15, 2009 after long nights of searching the Internet to find the best package. Once we reserved our package we started to get worried when no confirmation was sent to either of us. Last week, Thursday 9, 2009 when reviewing my statement I noticed fees that were taken out from two different parties, and I still did not have a confirmation on what was purchased. After numerous calls, and long wait times, my husband was told that the dates booked for the vacation were May 14-May 18, these dates were not correct. A representative agreed to fix the problem and informed my husband that the only fees that would be added would be in the amount of 20.00. Since he was only a representative, he needed to get a supervisor to change the reservation, and stated that the supervisor would call back in 2 hours, this did not happen that day or the days after. On Monday 13, 2009 we called again and requested to speak with a manager, Angie is the supervisor that got on the phone and stated that she needed to check the fees that would be applied, we explained to her the fees that were already explained to us. Angie changed the fee that had previously been told to us of 20.00 to 50.00. She was very apologetic, and stated that in two hours, no later than 5 PM eastern time I would receive a call from the flight department to see about fixing the mistake made on behalf of BOOKIT.com

My husband and I explained to her that we were on hold an hour and a half and really needed to rectify this mistake in a timely manner. She guaranteed us that we would receive a call in a hour, this did not occur, On Tuesday April 14, 2009 we continued to call and we were told that she was unavailable. After numerous attempts to speak to Angie through out the work day, we did not have any luck. On Wednesday April 15, 2009 we continued to call and the representative said that she was busy and with a customer, and we offered to hold, after waiting almost 2 hours, the call was dropped. We called again and we were told that she would call us back in two hours because she was with a customer, when we did not receive the call back, we called again and were informed that she was gone for the day. On Thursday April 17, 2009 we called at 8:00 AM, but she was not in, so I was instructed to call back at 9 AM. I called back at 9 AM, and the representatives would not get Angie on the phone. I then called and asked to speak with reservations, and still no one would put Angie on the phone.

After, not getting through for eight days, I called my bank and informed them of the situation, and was instructed on what I as a customer needed to do to protect myself against fraud, and scams. I then made a claim, and made it very clear what the situation was. I attempted to call to inform BOOKIT.com of my actions, because at this point was not getting any where with all the calls and concerns. The bank suggested to call BOOKIT.com one more time to inform them of the actions that my husband and I are going to proceed with, since this matter has not been resolved. After numerous conversations with representaives about the problems, I continued to request to speak with Angie, Supervisor, and was not allowed to speak with her. I explained to the presentatives that I had made contact with my bank, and that I am going to dispute this transaction due to not having receipts, information, and help, and no emails, and returned phone calls which I was promised to receive. Angie finally got on the phone and was apologetic, and stated that she would be more than willingly to help, she would make sure that this time it will be fixed. She will not count on other people in the company to take care of this, due to all the problems we have had thus far, and the lack of communitcation from the company.

She informed us that this usually does not happen, and that she will take care of this. We told here that at this point we were not fully informed of what was charged to us, and when, and by who. We also did not have any information on the terms and conditions of the payment that was taken. Then she continued to say that she would call us back in ten minutes after speaking with others on this issue, we then explained to her that we did not want any more promises of returned phone calls, and we just wanted to know information about our money and the dates that were reserved, because they were in accurate. We ended the conversation because she needed to call us back, and when she did she sent an email with the receipt and information. After receiving the information, that was terribly incorrect, she tried to come up with some solutions, but she explained that we would be the ones paying additional charges for any changes made even though she told us she would waive the fees.

The amounts that were given to use to fix the mistake that BOOKIT.com made were in the amount of 1,300 hundred dollars, plus a 145.00 for a non-transfereable fee from a third party, plus a 100.00 fee that she promised to waive. We called at 9:00 pm to make sure that everything up to this point was documented, and that the our information was terminated. The first representaive that got on the phone was Vanessa and she said that a manager could not get on the phone and that even if he did he would say the same thing that she was saying which was nothing had been remedied. I insisted I wanted to speak with a manager. Finally, Sally got on the phone, and was very rude, and sarcastic, and stated that she was the Lead Supervisor on the floor, I told her I wanted to speak with a amanger and she stated that he was unavailable. After, insisting numerous times, she then stated he was on a call, and that I would have to call back, I told her I would wait.

After waiting about 30 minutes, Benjamin got on the phone and said that our information was still in the system and that there were not any notes from the numerous conversations with Angie through out the day, about airlines or hotels. He advised at this point that there was nothing he could do, and that we should call the following day to talk with Angie who we had already been working with. He explained he had no power to make any decisoins on the transacation. He suggested to void the transcation to make sure that our names were off this transaction from the flights and hotels, we already were under the impression that our names were voided from the sytem.

At this point, he explained that what amounts would be returned, and the amounts were extremely inaccurate, but at this point I am not worried because the bank will dipute with them on these issues. This is an extreme miscommunication and scam to a first time customer. This is a rip-off, and BOOKIT.com has lost a first time customer that could have brought in a lot of future business. I hope that this information is helpful when dealing with frustrated and unhappy customers, especially with the economy.

Melissa A

mELISSA & Rodrigo
grasonville, Maryland
U.S.A.