ATTN: RACHEL OLMOGUES

SENIOR SALES REPRESENTATIVE

Traveling has always been part of our lives since it is an avenue for de-
stressing and recreation. My family and I always make sure that we get to
travel once in a while to bond and create fun memories together. Needless to
say, people travel to ease out lifes strains and pressures.
But this experience I had with your travel agency has been very
disagreeable.
Last November 7, 2016, I purchased the Thailand tour package assisted by
Mr. Emman Nadela. Thereupon, he discussed to me the inclusions of the tour
package: roundtrip airfare via Manila, hotel accommodation, breakfast,
roundtrip airport transfers, city tour, among others. Since it seemed feasible,
I agreed, signed the document, and paid the corresponding fee. Mr. Nadela
then told me that he will send all our travel documents once available.
However, on February 25, 2017, my husband got a call from Mr. Nadela
telling us that he needs confirmation on whether we will avail of the agencys
private arrangement or make our own plan going back to Suvarnabhumi
Airport. Unaware of what is happening, my husband referred the call to me. I
have been thinking all along that our travel plans have been confirmed and
there is nothing left for us to do. Surprised, I told Mr. Nadela that he never
discussed this important matter to me on the date of purchase.
Mr. Nadela told me that it is incumbent upon us to check the documents he
gave us and not to rely on him as an agent. Feeling obligated, we checked
the documents and upon perusal thereof, we found out that it was nothing
but vague and unclear.
In your invoice, which I presumed is denominated as our contract, there was
never a specific mention that we could not avail of the airport transfer going
back. It was not even in the list of exclusions. I believe this is a very
important matter that must be emphasized because one could not reach
their desired destination without the necessary airport transfers. And in a
foreign land, with no one to trust but yourself, it is the most important
arrangement one must have.
It could have been better if Mr. Nadela specifically informed us of this
arrangement beforehand, there wouldnt be any problem now. However, he
has failed to inform us on the consequences of an early flight booked by your
agency for us. Furthermore, he has displayed untoward attitude and insisted
that he has discussed this matter to me when in fact, there was even no
mention of this important detail. My memory is serving me right and I can
claim with certainty that he never mentioned this. Things would have turned
better if he puts forward his guilt and emphatically acknowledge his fault.
As for this indistinct contract, please be advised that your customers greatly
rely on the services you provide. As services providers, it is your duty and it
is imperative on your part to ensure that the best possible deals are availed
of. As a ready-made contract, wherein the other party has no other
participation except to accept or reject it, it is incumbent upon your agents
to make sure that every provision and detail thereof is discoursed with clarity
and utmost care. Whatever ambiguity is to be construed against the one who
prepared the contract, in this case, your agency.
Needless to say, my family do not want to make a huge problem out of this
incident. For now, we would like to impose our right. I was advised by Mr.
Nadela of two (2) options, neither of which I am amendable to. First, he is
asking an additional P800.00 per head for the private arrangement to pick us
up at the hotel, and second, he advised us to just ride a taxi cab to the
airport.
There is no problem with paying additional costs, provided it is reasonable
and no fault is attributable to your agency. But in this case, I see no valid
reason why we should be made accountable for additional cost when in fact
we availed of the package and the failure to disclose the necessary details
lies with your agent.
Please provide us with the most suitable arrangement your agency can get
without extra hassle on our part. I will await your reply within two (2) days
given that our supposed flight to Manila is on March 20, 2017.

Sincerely,
Susan G. Billones