On more than one occasion I dealt with the staff on the phone prior to the trip. While speaking with Brenda in January to confirm my passport information/numbers, I told her that I had an old passport book and a card that looked like a driver's license. I have had that card for 4 years and didn't know it wasn't valid for air travel. She asked for the numbers on both so I gave her them on the outdated booklet and the current card, and she knew the booklet was expired, but told me to give her the numbers anyway. At no time did she question the fact that the book was expired or that the card was not valid for air travel. I am 75 years old and was relying on the travel agency's expertise to guide me. Upon arriving at the airport, the airline agent told me that my passport wasn't valid for air travel. The couple at the airport from your travel company did not help me at all. There was willingness to help me find a ride home or make sure that I had a ride. After arriving home, the next business day I contacted your travel agency. I spoke to Karen and told her what had happened and if there was anything I could do. She immediately told me "I would not get any money back, that it was my fault and furthermore, I didn't take the insurance, but that wouldn't have mattered because it wasn't their fault, it was mine". That conversation took place without me EVER telling her my name. I only told her the situation. So how did she know I didn't take the insurance? At one point during the conversation, my other phone rang and I was distracted. She proceeded to laugh in the background because she thought I wasn't listening and told a colleague that "hahaha, this is really funny; I don't know where she went". I replied, "I can hear you and I don't think it's very funny at all." When I asked why the people at the airport didn't help me, she said "That's not their job." When asked what their job was, she said "to make sure everyone gets on the plane" and I said, but I didn't get on the plane. "That's not their job" was her response.
I am very aware that this is my fault. I am not disputing that... just the fact that I was treated very poorly after the fact. Nobody from Witte Travel was willing to help me or show me any kindness, respect or empathy when I did call; especially on the phone with Karen. There was no "I'm sorry" or "I wish I could help you". Granted this was my fault, but given the fact that all my money had been paid, I did not cost Witte Travel anything and why couldn't they give me something back. read more