Refund in case of cancellation of the tour, withholding 20% ​​of the total amount

I applied to a travel agency 2 times, in 2013 I went from them on a last minute trip to Crete, I really liked it. Came this year booked a tour on early booking to Montenegro. I must say right away that they play on the euro rate, so that a person pays a 100% prepayment within 2-3 days. After 20 days, the tour had to be canceled due to the impossibility of the trip of the 3rd person, during the discussions, rebook a room for a double room, I was offered hotel options are completely unsatisfactory, not in terms of location, price and characteristics. I had to cancel the tour, verbally warned that if you refused, you would lose 40 euros for modifying the tour, wrote a statement about the cancellation of the tour, 55 days before the start of the tour, the manager who concluded the contract did not take a single step in order to resolve the situation and assist in the return of funds. They just announced that you were given 44,000 (out of 74,000 paid) for a refund by the tour operator.

I turned to lawyers, another more experienced manager joined in, who took care of our problem and happily informed us that 60,000 were approved for a refund. I wrote a new application with a request to provide me with documents that withhold 20% of the advance paid by me (in the contract with the travel agency it is indicated: When canceling the tour, the customer receives all the money, except for the actual costs incurred). After 10 days, I came for an answer, in response, silence, and I was asked to write a statement to the tour operator. After consulting with a lawyer, they make up a claim for the full amount of the advance, and indicate in the claim that, on the basis of documents not submitted, they demand the return of the full amount of the advance. The lawyer sends a courier, approves the acceptance of the claim from the manager.

And after 2 days I received a call that the claim could not be accepted for consideration, because it was filed on behalf of someone else, and not from the client personally, the incorrect amount was indicated, and in the third, 20% of the amount that is withheld upon the return of funds, they explain retention of agency fees, which are not returned upon cancellation of the tour. As a result, a lawsuit has been drawn up in court, we will continue to fight. Keep in mind that managers are mostly unprofessional savvy, despite the contract that the travel agency provides, they have an agency agreement with tour operators, with individual conditions, which simply is not shown to customers.

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