TraveliveReviews of travelive.com

Response from TraveliveNov 4, 2024

Dear Dr. Starnes, I wanted to personally address your feedback regarding your recent experience with Travelive, and I am sorry for the inconvenience caused by the unfortunate flight delay resulting in your subsequent missed connection to Greece. We understand how disappointing it must have been to miss your planned excursions and would like to address your concerns with charges associated with these services. We always strive to accommodate any changes or disruptions to our guests’ plans as much as possible. In this case, our team was on standby and ready to make adjustments once we received your updated flight information. Until the update was received, all services were kept confirmed. However, the final notification was received via email outside of our business hours (4:52AM) and just a few hours before the scheduled services (8:20AM). As a result, the driver and VIP Airport Assistant were already dispatched and waiting for your original arrival. This is why the services were charged as confirmed, as per the terms provided prior to your trip. It was several hours after we reached out via text that we received your call at 2:30 PM Athens local time, during which we discussed your updated arrival on the 22nd. With your approval, we reconfirmed a new airport transfer along with the VIP Airport Assistance for an additional cost of $822.00 for your group of four. We also offered to reschedule your Acropolis tour to the following day at no additional charge. Moreover, we offered to assist with any documentation you might need to file a claim with your travel insurance. The services we offer differ significantly from those available through platforms like Viator, as they are tailored, private experiences designed by vetted Licensed Guides and professionals. The VIP Airport Arrival Assistance is a particularly exclusive service, provided by specialists with the security clearance to fast-track you through customs and expedite your time at the airport. Since these professionals are privately employed by Athens International Airport, their policies are independent, and cancellations made within 24 hours are fully charged, per their terms. We understand that travel can have many disruptions that are outside our control and for this reason we position our terms and conditions and strongly recommend travel insurance to protect your trip investment. That said, we did make efforts to reschedule and offer you the Acropolis tour on the following day at on a complimentary basis (kindly note that the tickets were non-refundable) and provided support for your transfer. As a goodwill gesture, we will be a happy to extend a $300 credit, even though insurance was declined after being recommended by both Travelive and your travel agent. We hope that this helps clarify and we wish you many wonderful trips ahead. Stella Hofer Director of Customer Support | Travelive

Response from TraveliveJun 7, 2017

Dear RLee, Thank you for taking the time to post your review. I have not been able to locate a quotation in your name or the agent that you spoke with, but based on your comments, I can offer some feedback that may clarify your concerns. Travelive is a dual based company with headquarters in Boca Raton, Florida and a sales office Athens, Greece. We are a US based company. We also operate in Greece. Both of these statements are correct. Travelive offers completely custom travel plans. We do not have set itineraries, set packages or set pricing. Upon consultation or request (and considering availability), our agents put together a quotation. That quotation will vary in cost based on what is included. I expect that the quotes you received were not exactly the same. This is why they would have had a different cost. We are not scammers. Travelive is a reputable company with a 16-year history. We have an A+ rating with the Better Business Bureau. You can find me listed on Travel + Leisure Magazine’s list of the Top Travel Agents in the World for the past 6 years. You can also find us on Conde Nast Traveler’s list of the Top Travel Specialists. We are preferred providers for some of the most reputable travel agency consortia including Virtuoso, Signature Travel Network and Ensemble. In addition, you can find numerous client reviews, which you can see on our site, that even include photos. My name is Mina Agnos. I am the president and co-founder of Travelive. While you note having asked to speak to the owner, I did not receive any communication from you via phone or email. All of my contact details are listed on the about us page on our website. I will be happy to discuss your experience with you and to clarify any misunderstandings that occurred. Your review is definitely not indicative of the service that we offer. I hope to speak with you soon. Otherwise, wishing you happy travels, always. Best, Mina

Response from TraveliveJul 24, 2015

It is quite unfortunate that we did reach this point, however, we did not get here due to our own lack of morals or ethics. We did not intentionally set out to destroy your special trip. You thought that a credit card dispute was a means to cancellation. Your dispute was not settled in your favor and the reversal happened to coincide with your departure. Travelive has been in business for 15 years and has a stellar track record for offering luxury experiences and exceptional customer service. In our 15 year history this is the first time we have been accused of being unethical, immoral or disgraceful. Your claims are grossly exaggerated and fail to take into account the role that you have played in booking your trip, actively failing to cancel it – despite our multiple attempts to contact you, harassing staff members with dozens of phones calls per day, and making numerous threatening comments to management via email, online and in voice messages. This includes your legal threats, which you have been advised are the reason that we will only communicate with you in writing, not on the phone. You claimed that our charge was fraudulent. You claimed not to have booked with us. When both of these claims were disproved with your own written communication, you claimed that you cancelled and that we are hiding the cancellation letter. All of these claims have been contradicted by the written communication between you and your agent at Travelive. You booked your trip with Travelive on April 28th. You continued to communicate with your agent over the next 10 days. You requested room amendments, which we accommodated. We sent your updated itinerary on May 7th via email. You did not reply. Your agent sent separate email messages on May 10th and May 13th specifically asking if you were proceeding with the trip. She also left at least two voice message. You did not reply. We received no cancellation request or refund request from you. On May 18th, we received a dispute from your credit card company. In the dispute you claimed that the charge was fraudulent and that you did not know who we are. When a dispute is placed, funds are removed from our account pending resolution. As noted in emails to you directly, following your failure to reply to us and only after receiving your dispute, we released the hotels booked in your name. This does not mean that our company did not have to pay for services booked for you. Your total trip cost was $6334, not $3167, and it was comprised of more than just hotels. On May 20th, we began communication with your credit card company in order to resolve the dispute. We were able to show that the charge was in fact authorized by you. We had also advised your bank that “had you contacted us to say you wanted to cancel, we would have refunded the card as per our terms and conditions.” After our May 7th email to you, we did not hear from you till July 10th. This was after the credit card dispute was settled in our favor and after funds were removed from your account. On July 10th, you called multiple (at least 10) times claiming that Travelive “stole your money” and that you “never booked anything with us.” Again, we were able to show via your email communications that you did in fact book something with us. You then claimed that you cancelled the trip and that we “hid” your cancellation letter so that we could keep your money. Following a third review of the written communication between you and our company, there was no such letter found. There were emails from us to you asking you to confirm if you would still be traveling. You did not reply to those emails. Our terms and conditions are very clearly stated. We require cancellation and refund requests in writing. Cancellation penalties are assessed based on the time the cancellation request is received prior to travel. The first time you requested a refund was three days prior to your anticipated trip start date. At that time the entire trip cost would be 100% non-refundable. Every successful business has a process in place that acts as the framework for how the business is run. Our terms and conditions are guidelines that are in effect for every person that books with Travelive. Your actions have shown that you believe they do not apply to you.