Apple Vacations Customer Service Issues

Good morning. My son, who is in the military, was initially unable to join our family vacation due to training. However, we received news that he could come with us about a week ago. I booked his flight through Apple, and was informed it would cost around $[redacted] to add him to our room for triple occupancy. To my surprise, when I paid for the hotel through Apple, the total was over $[redacted]. I contacted Apple on Tuesday, and a representative called me back at 9:40 PM, explaining that they could refund a little over $[redacted]. I have yet to see the refund reflected in my account. Currently in Mexico, I am unable to call, but receiving the refund would be greatly appreciated. Please contact me as soon as possible. Thank you. - Leann

Dear Apple Vacations, I am writing regarding my recent tour to Imperial Eastern Europe with order number [redacted]. During my stay at the Kraków hotel, I unfortunately injured my left wrist while showering, leading to swelling and a bone fracture. Upon arriving in Warsaw, our tour manager informed us that there would be no porter service available at the hotels for the duration of the trip. While I usually wouldn't find this an issue, given my current injury and the need to manage multiple large suitcases with my elderly aunt, the lack of porter service has become a significant concern. Having traveled with Apple Vacations twice before to Hokkaido and Shanghai, where porter service was provided, I was surprised and disappointed by the absence of this service on the Eastern Europe tour. This experience has highlighted the importance of well-trained tour managers who can assist in unforeseen circumstances. As I have already booked another trip with Apple Vacations to Shirakawago in April [redacted], I would appreciate clarification on whether porter service will be available at the hotels for that trip. Thank you for your attention to this matter. Sincerely, Michelle

In October, I made a booking for three rooms at Debbie Golf Village all-inclusive for a total of $[redacted]. However, when I tried to pay on 12/20, my reservation was incorrect with the wrong hotel and meal plan. They assured me in writing that it would be corrected. On 1/6, Carolina from Chicago upgraded my hotel, maintaining the $[redacted] total. I have paid in full, but now Apple is asking for an additional $[redacted]. This is impacting a vacation to celebrate five significant birthdays. Can someone assist me with this issue? Reservation Number: A7500AP.

I had to cancel our spring break reservation due to concerns about the virus. Despite having trip insurance, I was only informed of a partial refund in a voucher and credit to our credit card. With my husband recently losing his job, the uncertainty is stressful. I've contacted Apple multiple times, each time being given different timelines for the refund, ranging from 10 - 90 days. It's frustrating that we're not receiving a full refund, especially given the circumstances. The lack of consistency in communication and the long waiting times on the phone have been disappointing. As loyal customers, it's disheartening to feel unsupported during such a challenging time.

I had a trip booked to Cancun from O'Hare Airport on December 5th through December 12th, staying at the Barcelo Maya. I needed to cancel one night and come home on December 11th due to a wedding. My sister called an hour before me and received a $[redacted] credit, but when I called, I was put on hold for over 5 hours. They informed me the airfare had gone up but the hotel rate had gone down, leading to me owing more money, which didn't make sense as we booked together. After speaking to a gentleman with whom I had communication issues due to language barriers, I was charged $78 instead of receiving the $[redacted] credit. The situation changed multiple times during my frustrating interactions. I have insurance and won't pay extra for staying one fewer night. I need someone to clarify this mess.

I received my Apple Vacations itinerary, confirming two nonstop flights to and from Cabo San Lucas. However, upon checking my seat assignment on AA.com, I noticed that my return flight now includes a layover in Dallas. I originally paid for a nonstop flight, and I also paid extra to have seats together with my wife. Yesterday, I spoke to a customer service representative who transferred me to the Involuntary Schedule Change line, where I waited for 5 hours before the call got disconnected. Today, I had a similar experience waiting for 3 hours before another disconnection. Later today, I spoke with another representative named Carlos for 20 minutes before the call was disconnected. I am currently on hold after speaking with Christian, who added me to the escalated queue for the Involuntary Schedule Change line. The expected hold time after the transfer is now [redacted] minutes.

I had a trip for 2 canceled twice last year due to Covid by Apple. I possess the necessary paperwork. On 3/11/[redacted], we had a previous booking at the same hotel, 6J32A0AB by Danielle, a Level 2 Support Specialist. She made a new booking with the booking # ROEC00AB, and the total at that time was $6,[redacted].92 in travel credits for another trip. Please refer to her letter from Sunday, April 26, [redacted], at 12:27 pm with Apple Leisure Group. Subsequently, we rebooked with the same hotel under Reservation Number FX2D00AB with 2 passengers, S.A. Cox & R.L. Cox. The reservation indicates total payments of $4,[redacted].61, a balance due of $1,[redacted].28, a deposit due on 28Mar21 of $[redacted].98, and full payment due on 21 May 21 of $5,[redacted].89. My husband communicated with an Apple Rep today named Piyush, who has miscalculated the amount, as we had insurance each time we booked. The total cost on the new booking is not $6,[redacted].01 as stated. I believe there is an error that needs urgent attention to allow us to pay by Thursday, May 21, [redacted], as seat assignments on May 21, [redacted], are essential, and this is the day Frontier Air does it. We have had travel credits remaining from previous trips and need clarification on this discrepancy promptly. I feel there might have been a mistake made by Apple Vacations, as we have been loyal customers for years and expect better treatment. I kindly request a swift resolution to this matter.

I made a booking for a trip to Jamaica in April [redacted], but it got canceled due to COVID. After rebooking for May [redacted], I faced difficulties with Apple representatives regarding my airline credit. Despite receiving an email about the air credit three days before the trip, I was denied boarding to Jamaica for not having a COVID test. This led to a ruined trip and being stranded in Florida for three days. Despite Apple opening a file to resolve the issue, I have not received any updates. I am frustrated with the customer service experience and the lack of clear communication. I paid for this trip well in advance and have faced numerous challenges and delays with Apple Vacations.

Reservation JD3510AP is for Reeca D. and Lyle D. part of our group traveling together. Unfortunately, Reeca discovered her reservation was canceled without prior notice. We were under the impression that the final payment would be automatically charged to our Credit Card as stated in our booking receipts. However, no manual payment request was made to Reeca. Despite being offered an $[redacted] credit, she lost out on insurance and $[redacted]. This issue must be resolved promptly. Our agent, Marie R., has not responded to any of our emails about confirmations and payments. We are extremely disappointed and will reconsider booking with Apple in the future if this matter is not resolved. Thank you, Terri A. C.

I need to cancel reservation 47R203AX due to a medical emergency. Will they get a cash refund since the cancellation policy states penalties may apply? The reservation mentions a deadline of 3 days before arrival on 10/16/[redacted] to avoid penalties.