yorick S.
Non-customer friendly
Want to warn others using this service that it's not customer friendly. I signed up for a year to try out this service. Unfortunately I soon figured out it was not going to be very useful for my case: 1) barely any deals from the major airports (Atlanta in my case) to destinations of my interests (this can be personal). 2) COVID ensured I was not looking into any travel opportunities anymore. The latter also ensured i completely forgot about the service till i got a request from my credit card company to pay the fee again. Reaching out to the company, explaining the situation there was some back and forth (gave them 2nd star purely for their quick response), it was clear they didn't want to hear any of it and stick to their policy that if you didn't unsubscribe in advance and if you did not open an email policy states this is not possible, even though the new year just started and COVID is still there. Very disappointing, and not what i expect from a company these days anymore. Also additional warning it's not straightforward to find even how to opt out of the service and you do not get any reminder that your new term will start. Finding your account portal is also not straightforward. Seems they try to make things difficult to ensure these situations occur more frequently. I'm sure i'm not the only one whom ran into this.
Response from Next VacayMar 1, 2021
Thank you for taking the time to share your feedback, Yorick. I'm disappointed to hear you were unable to take advantage of our services, and I do want to address your concerns as you've shared them. In regards to the deals you received, I'm sorry to hear you didn't receive deals to any destinations of interest. We make it clear on our website that we don't take requests for specific destinations but rather, we alert you to all of the best deals we find available from your airports. In addition to the deals we send from your home airport, we also send deals from surrounding airports. However, this feature can be easily adjusted from your account at any time if you only wish to see deals from specific airports. As for Covid affecting your travel plans, I'm very sorry to hear this. We offer all first-year memberships a 6-month money-back guarantee which can be used for any reason, but as we were not alerted to any inability to travel or concerns regarding traveling, your membership remained active and we continued to send the deals as requested. Our records show our emails were being delivered and viewed from your inbox both before and after your renewal place. We do pride ourselves on being customer-oriented and providing a quality experience, which is why I'm sad to hear you were disappointed with yours. That said, we make our Terms of Service very clear upon signup so there is no confusion about what members can expect. We outline the annual nature of our membership, when customers can expect their first membership charge after the 30-day free trial, and how members are eligible for and can request a refund within 6-months of being charged if they are unable to take advantage of the deals. We did not receive such a request or any feedback regarding a negative experience or inability to utilize the deals, which we continued to send out after vetting for safety and the flexibility to make adjustments should your travel plans be affected due to Covid-19. Because we offer such an extended period to try us out, with the 30-day free trial and 6-month money-back guarantee, we do stick closely to our policy guidelines as they're explained to members. Of course, we are more than happy to take into account any extenuating circumstances, but none were offered in this case. In regards to accessing your account, I do want to clarify that we have an option for this on our website, where we include a link to the log-in page, and we also include a link in every deal email sent to your inbox to ensure there's no confusion. I've shared your feedback with my team so we can continue to improve and make our services better for current and future members. If you have any other feedback or concerns regarding your account, please reach out to us at [email protected].