STRONGLY DO NOT RECOMMEND

STRONGLY DO NOT RECOMMEND!

In December 2019, we bought a tour to the Dominican Republic for April. Then the pandemic began. I started calling the travel agency, what to do, it’s scary to fly to another continent. I’ll make a reservation right away, I have health restrictions: if I get covid, then for me it’s a one-way ticket. 2 weeks before departure, the Dominican Republic closed the border. I was convinced that now it is better to leave the money on deposit. At first I was indignant, but after studying the issue, I realized that it was better this way. They sent a letter of guarantee, they had to sign an additional agreement, but the agency employees went remote, so it didn’t work out, although I asked several times, a little later, both me and the agency forgot about it, which is strange. In a company where the paperwork is in order, everything must be signed.

I am among those who were unemployed during the pandemic, so I could not immediately postpone the tour to 2021, which I told the director of the travel agency Anastasia, who contacted me in May and tried to convince me to do it as soon as possible. I repeatedly told her on the phone, in correspondence and voice messages that until the work is cleared up, I won’t be able to do it.

Very often Anastasia said such things "if you deal with the return, it is not clear when you will be returned, all our clients will go to the sea, and you will be at home and without money." Such speeches strained me, why push?

In September, the manager Ksenia called me on the phone and said that I had to rebook my tour. I replied that I just went to work and reminded that now I'm not ready to reschedule the tour. There will be information only in December. She mentioned that I can return the money.

I asked how, what part and in what terms, and the answer is that she does not have such information. I said that I would decide later, she again: you need to transfer.

In November, I still decided to return the money. I turned directly to the director - Anastasia. I sent her a WhatsApp message, she answered me with a 5-minute voice message: how many tourists are now in Turkey, Tanzania, how great it is at sea, etc. - why do I need this information when I ask about a refund? She literally said “we honestly, honestly, don’t have such information about how and when the money will be returned” - how so? You are an agency, did no one ask, there were no such cases, and the tour operator must inform you of all changes.

Then I remembered that I have contacts of a lawyer who deals with issues in the field of tourism. I contacted her and she told me about the law that came out on 4 (!!!

Yes, only during the call they didn’t tell me anything new, and when asked how to return the money, they answered that they didn’t have such information. In November, the director told me this "honestly, honestly" (it was said in voice). So the fact that they did not know anything either in September or November is a 100% lie, because the decision and the notice say so. But the question is how? The director said that I was notified verbally (not completely, I remind you) and this is also considered. Hello, editors, we live in Russia, since when do verbal negotiations / agreements have legal force? Having asked this question to the director, asking him to back it up with a reference to the law, I again received no answer.

We agreed to meet in person and discuss everything at the meeting. 11/21/2020 We arrived at the office with my husband, I announced that I want to record our meeting on video - there were no objections.

By the way, in addition to the director, there was also a lawyer at the meeting, only Anastasia decided to keep silent about this when we coordinated the meeting, this is strange, because I could also come with my lawyer. Well, it turns out I know the law better than their lawyer. They began to tell me that a verbal notice was enough, as they always win all the courts, they tried to push me so that I could still postpone our tour, or if I want to return the money, then write a statement, as they say. I did not understand what these stories were for, since I had already arrived with a pre-trial claim, which we had drawn up with a lawyer. I also took a document confirming my illness and an extract from the personal account of the employment center so that they understand why I want to return the money and why they should have sent me a notification. Asking to accept my claim, and on the second copy to put a visa on acceptance, Anastasia only wrote “accepted on 11/21/2020.

”, I had to be reminded that you need to indicate your last name, signature and seal. As you can see, another legal inaccuracy. Too much in my opinion. The lawyer also told me that no interest would be accrued to me and argued with me to the last, until I showed her paragraph 8 of Resolution 1073, which I printed out in advance. In the complaint, I asked for an official response. On this they parted ways.

I waited for an answer for almost a month (should be within 10 days), I called Anastasia on December 18 with a question, to which she answered me that there was no official answer from Pegasus, they had just accepted my documents for a return on a general basis and the return would be until the end of 2021. When asked why, there was no answer. 24.12.2020

I received a letter in the mail where I found the answer to my question: they wrote to Pegas that the client demands a refund on the basis that he has a disease (without a disability) and was unemployed, which at the time of filing the claim was no longer a reason. What is nonsense? In my request, I indicated the lack of notice in due time in accordance with the decision as the basis for the return. I am shocked by such illiteracy and outright mockery on the part of the director. After discussing the situation with a lawyer, we decided that we would not do anything until the end of the year, and in January we would go directly to the tour operator's office. On the screenshots of a letter from the director, so as not to retell it here.

A little later, the director stated that they had recorded my consent to postpone the tour, I asked how? Her answer is in correspondence, that is, we again return to the question, which law confirms the validity of oral agreements?

After listening and reading all the correspondence, I said everywhere that we POSSIBLY will transfer, but the exact information will be only at the end of the year, and I began to deal with the return issue in November. Again a lie, isn't it too much? They also violate their own agreement, clause 5.8, which says that all changes are formalized by an additional agreement, but I don’t have any papers from them besides the agreement. In January, they told me that I was invited, but I didn’t appear, only I there is a correspondence where I ask when to arrive and I was at the office on 11/21/2020. Why didn't they ask me to sign? No answer.

By the way, another interesting point, Anastasia wrote to me that you can fly to Tanzania, because there are “inexplicably, but true”, there are no sick people at all. Googling this information, it turned out that there are 305 patients with coronavirus.

Asking her why she was cheating again, she wrote that I was a terrorist) I suggested she sue her for insult, she immediately deleted this message, but I managed to screen it and attach it to my review.

And here is the conclusion: in January we arrived at the office of the tour operator, but there was no one there. Calling Anastasia to tell her, she did not answer the calls, wrote to her, answered that she was uncomfortable, apparently still uncomfortable. We went to another office, which happened to be across the street from the first one. There I asked for a meeting with the director, who kindly received me, telling her the whole situation, she said: “No problem, we won’t refuse you, now you write an application and the money will come to you within 3-5 days.” I was shocked, how could this be? 5 minutes of conversation and the issue is resolved? Why did the director of the travel agency drag out this situation for 2 months?

We wrote an application, and after 5 hours the money was received in full to my account.

Speaking with the director of the tour operator's office, she confirmed that everything must be sent in writing. This was also confirmed to me by Rospotrebnadzor and Rostourism. Apparently, the laws of Russia do not apply in a travel agency. A week later I called Anastasia and told how quickly I was able to get my money, she was very surprised by this.

The director also wrote that in order to return the money, my husband and I must both provide a certificate that we are unemployed. When she asked why she suddenly took it, because the decree only talks about the customer, and not about all the tourists, there was no answer. At the office of the tour operator, they were very surprised, I asked how it was, to which they answered: well, what can you do if people are illiterate. So know, Anastasia, even your partners think so).

The conclusion is as follows: they communicate so sugary here that sometimes it starts to make you feel nauseous, if not for this situation, then there would also be a positive review on my part. But the employees here are completely incompetent. In this case, they deceived me for 2 months, did not give answers to my questions, insulted me. I can say that in this company they are not able to communicate with clients in non-standard situations, especially since they create these situations themselves. I back up all my words with references to the law and correspondence with them. Your opinion may differ. I urge everyone who did not fly, just like us, to check if you had a notification? Although I think I was an exception, as they knew about my situation and may not have purposefully notified me. This is not a statement, I could be wrong.

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