Liberty Travel
Reviews and Complaints

I received an automated email from customer service asking how my trip went. I replied to the automated email that Liberty screwed everyone on our rooms and that I will be leaving a bad review. I didn’t even ask for anything nor did I explain the situation.

Then I received an email from Jen Baker laughing in response. The screenshot speaks for itself.

On June 28, 2021 I visited your Levittown, NY office of Liberty Travel to purchase airline tickets from JFK to Seattle. I explained to the agent that my wife had recently had surgery on her back. The agent suggested that I take better seats to make my wife more comfortable. After a considerable time of searching, she said that we could get seats on Delta, both ways, in the exit aisle. This would give my wife the freedom to get up and stretch and move as needed. A copy of the receipt and travel information is attached.
The agent also requested the use of a wheelchair. In both directions, the airline would not let us sit in the exit aisle. They stated that it is a Federal regulation that anyone requiring any assistance could not use these seats.
I just looked up the fare today. A regular seat would have cost us a total of $948, round-trip. The seats she talked me into were a total of $3125.60, round-trip. This is a difference of $2177.60! Either the agent was ill advised about the seating requirements, or she intentionally misdirected me so that she could make a larger commission.
Instead of having the use of the extra room, we were moved to another row and given the window and middle seat in each direction. This afforded my wife no opportunity to move. We would have done just as well in Economy.
Either way, the extra fee incurred was a direct fault of the agent. I feel misled and cheated.
If I don't hear back from you, I will follow up with the Nassau County District Attorney, any Federal over-site agencies and my credit card company.

July 24, 2019
Katawba J. DeLaRosa
2181 Madison Avenue, MH
New York, NY 10037
credentials.[protected]@gmail.com
Ref Booking: 1395037

Emma Jupp
Liberty Travel
FC USA Inc.
5 Paragon Drive, Suite 200
Montvale, New Jersey 07645

Good morning Ms. Jupp,

Attached you will find my travel arrangements for a surprise family vacation to Cabo. I booked through your Wilmington, DE location - branch number 305. Matt was the travel agent who scheduled our travel plans. On Friday, July 19, 2019 I called and asked Matt for information regarding final payments as my intention was to satisfy my bill; however, our daughter was ill during the weekend and that event took precedence over any Liberty Travel obligation.

On Monday, July 22, 2019 Matt and I had another conversation regarding payment and he advised that I pay an additional $800.00 as the air travel increased; I offered to pay what would have been due to date and was told to pay $1220.00 as Matt would work on the airfare at a later date. My husband discovered the surprised that evening and when I discussed the price increase he was not happy.

On Tuesday, July 23, 2019 while on conference with Matt, my husband and I we decided to cancel the trip as there were too many inconsistencies with the contracted agreement and pricing. Matt indicated that we were now responsible for $150.00 trip cancelation fee per person and the cost of the travel insurance. We indicated to Matt that our written agreement state Liberty Travel assesses $150.00 per person trip cancellation fee.

In short, our experience with Matt has been less than stellar since we can no longer travel. I ask that my refund be credited accordingly with ONLY an assessment/fee penalty of $150.00. Should you have any questions please email me at: credentials.[protected]@gmail.com

Thanking you in advance for your attention,

Katawba DeLaRosa

Jennifer and Dawn from the west Clifton office were responsible for creating a smooth process for my Wedding may 15th 2019. My fiancé and I biggest concern was making sure we knew all the details and everything was cost efficient. Unfortunately, we had to change our venue after 5 months of having it set up. Also Jennifer informed us that flights would post on our website in October, which I did not. After waiting over a week to see if it would post I reached out to her to find out what was going on and that's when I found out everything. Dawn the area manager must be a friend to Jennifer because she basically made me feel like I had no reason feeling the way I felt and that Jennifer did her best. I hope the conversation was recorded because she wouldn't even let me speak. Dawn was very offensive. The 3rd week in January 2019 I found out that my previous travel coordinator did not set up transfers for us, after all this time has past it's disheartening to still find disconnected mistakes by Jennifer. I switched my travel agent to Ashley Gardner of Cherry Hill in October, she has been amazing and very helpful! She has kept me and my guest in the loop and sends out updates regularly, got a flight agent based out of philly to help coordinate our guest travel to Jamaica. I am so grateful to her!

Our names are Ronald an Aura Johnson Booking# LT/105110J LT/10190W and we booked a dream vacation to Bora Bora on April 4, 2018. First I must apologize for waiting so late to file this complaint, but I was just made aware that your company has this tool for customers in our position. We planned this trip of our lifetime earlier but we had to cancel and re-schedule. Our agent made it possible for us to travel on the aforementioned date. The first leg of our trip was to LAX where we spent the day waiting for our late flight to Bora Bora. Upon reaching the Air France counter to check in, we were made aware that my wife's Dominican Passport wasn't acceptable for our trip without a French Visa. Needless to say, prior to this we were never made aware of this by our booking agent Sherry-Ann Rowland ([protected]@libertytravel.com / 143 US1 South / Metuchen NJ 008840). We immediately contacted her and notified her of our pending dilemma. We had to return back to our home the next day. Subsequently we contacted Ms. Rowland in an attempt to recover all if not some of the $14, 000.00 we spent for this trip. We were informed (by Ms. Rowland) that the resort was unwilling to return our funds or give us credit to travel at a later date. Needless to say this experience has been emotionally and financially disappointing. It was the responsibility of Ms. Rowland to be aware of any additional documentation we needed for this trip. It is for this reason that we are filing this complaint. Please let us know if you require any further information or documentation. I can fax the paperwork I have if you can provide me with a fax number. My Email address is [protected]@aol.com, Phone contact [protected]. Thank you in advance for your cooperation and consideration in this matter.

I booked a trip with liberty travel to an all inclusive beach resort. I specifically asked for white sand and blue waters. I was not told that Riviera Maya had been experiencing a problem with seaweed for the last 4 years. In fact the seaweed problem has been an issue in the Caribbean for the last 4 years. I paid for an Ocean front all inclusive vacation. Beach front water activities such as kayaking, sailing, paddle boarding, a view of the blue waters was advertised, but not included. I could not swim, or enjoy my ocean front view. Instead I was faced with brown water, and a salgass seaweed line along the entire beach. The smell was awful. The resort staff spent every morning shoveling seaweed into barrels. I demand a refund. In order to swim in crystal clear waters my husband and I had to take an excursion that cost us time, and $200 total to swim at a beach. The cost of my ocean front vacation package was $2, 500.00 at the Breathless Riviera Maya resort July 5 - July 9

My wife and I decided to take a big (and costly) trip to celebrate our 20th anniversary. I usually book my own travel, but because the trip involved travel in Europe, we decided to book through a travel agency. We wound up booking 3 nights in Venice, Italy, followed by a 7-night Royal Caribbean cruise to the Greek Isles, followed by a 2-night stay in Krakow, Poland, with a tour of Auschwitz/Birkenau. The tour of Auschwitz was on my wife's "bucket list" of things that she wanted to do before death. (We are in our 60's) Touring Auschwitz was our sole reason for travel to Poland. We arrived in the hotel lobby as instructed by the voucher provided for us by Liberty. This was our only day in Poland, and was dedicated to the tour. We stood in the lobby with voucher, camera, umbrella, and water in hand and ready to go. When it was 30 minutes past the time of meeting that was specified in the voucher, my wife called the emergency number that was listed on the voucher. The number was in the UK and we called at our expense. We had to call twice, as the first call resulted in being placed on hold, and the call eventually dropped. When my wife finally got through, she was told that the tour had been cancelled "last year". She immediately burst into tears. We had booked the vacation with Liberty nine months in advance, and it was obvious that nothing on the trip had been reconfirmed or re-booked when cancelled. Liberty had done nothing but the original booking nine months prior to travel. We were both stressed to the max. as the hotel concierge called around trying to get us on a tour ASAP, as we were only in Poland for that one day. Fortunately, he finally found a bus tour that was departing in 2+1/2 hours that had two spots left, and we went on a tour. We paid again for the tour even though we had already paid Liberty. The tour that we had booked was a private tour, and we wound up on a bus tour. We also lost about 3 hours in Krakow as there wasn't time before or after the bus tour to go sightseeing. Liberty has gone to the "extremes" of offering us a small future travel credit as compensation, but we obviously will never book anything with them again, and want cash compensation for the time we lost and the stress on a vacation due to their failure to perform.

To whom this may concern,

My name is Angelia JapNgie and I would like to formally voice a complaint about the experience I've had booking with your company. This is my first time using this travel agency and honestly will be my last. My representative Caryan Burton is a very nice person but I feel could of did a better job of making sure everything was taking care of prior to departure. First off me and the guest staying in the room had the toughest time trying to actually reach the representative to actually book a flight. We waited almost a week for some type of contact inquiring information about purchasing flights. My guest booked her flight with Liberty Travel but I got fed up from waiting and booked my flight with another company. Secondly she called on Tuesday afternoon and confirmed everything with me as far as flight information to assure the transportation agency was there to pick me up from the airport. On this recorded call Caryan advised me everything was paid in full including my transportation, and that I was all set for the trip. She also advised me she would be sending over a confirmation email, and I never received that as well. I also asked Caryan to take a look at the account to assure everything was set as well. Finally, I also asked her to reach out to the hotel to assure I can have a late check out being that my flight differed from the rest of the group. None of this was done! I called Caryan to see exactly where my email was before the flight, another women answers stating Caryan is in a meeting. The women advised me she did not see my request for the transportation from the airport to the hotel and advised me I need to make a payment. I don't have a problem with paying my dues but when someone tells you that your all set no other payments are needed because she looked at the account that's what I am expecting. I asked the women to tell Caryan to call me back as soon as she was available. I never received not one phone call or email about my concerns. Meanwhile I was stuck in Miami International Airport because of my missed connecting flight, I went online and paid the amount to avoid any more issues. Even after this I still never received a confirmation email and when I arrived in Jamaica the nice women did not even have record of my information. I then had to call Caryan which cost me ten dollars from my phone company, because it was an international call. She was able to get over information to the company after the fact but I feel this should have been addressed prior to me getting there. The hotel didn't even have records of her contacting them about me having a late check out at all. I get to the hotel to find out that they are over booked and are moving us from the exclusive side to another area of the hotel. At this time we were advised by the hotel director that we would be getting refunds for the amount difference and it's been a week and no one has reached out to anyone. I just feel like for the amount of money was paid the communication between the hotel and agency was very poor and left me feeling like I will never use a travel agency again. Issues like this should be addressed properly and in a timely fashion. All calls are recorded, but there was no record of her advising me that everything was paid for including transports from airport to hotel. I plan to bring this to corporates attention because the lack of communications with Liberty Travel with me was very poor and has honestly tainted my experience with travel agents. I thank you for your time with addressing my concerns. Please feel free to contact me at [protected]@gmail.com

Thank you

We have used Liberty Travel in the past several years for our travel needs. We have always had wonderful agents until today. We talked with an agent at Liberty Travel in Crossgates Mall, Albany NY last week about a possible trip to Las Vegas. She got the information together for us and we went to see her. She was very friendly gave us a quote for airfare and hotel. She said the resort fee was not added in to the quote as the hotel would charge that upon check in. I told her that we weren't ready to commit that day as we had friends who might be interested in traveling with us. Our friends did some research on their own and found a quote that was less than what Liberty Travel quoted us which included the resort fee and all taxes. I wasn't quite sure about that so I actually called the hotel (The Linq) direct. They gave me a quote that included all charges which was over $300 less than what the agent at Liberty Travel had quoted. My husband and I are retired and are on a fixed income so any way we can save, we do. Our vacations are very important to us. After discussions with our friends we decided that this was the way to go so I booked our trip directly. We went in to see the agent personally this morning because we felt it was better to let her know in person rather than a phone call. I explained the situation to her and told her we had booked direct. Her whole attitude changed immediately. She said "I wish you had called. I would have matched their price." When talking with her the week before she said that was the best she could do and there were no other discounts. She then turned her back on us and simply said "Have a nice day". We were so insulted by the way she just dismissed us. In closing, I'm not sure if we'll use Liberty Travel again for awhile.

After reading disgusting reviews of the Extended Stay, Airport, Nashville on Mcgavock Pike, I called Liberty Travel of Wayne, NJ, Rt. 23 N to see what could be done as we didn't want to stay in a hotel with reviews of bugs, disgusting bathrooms, soiled sheets and a smell of urine. Debbie, the agent who spoke to me, called Travel Bound which is the provider. They told her that the money was non refundable and the only thing she could suggest was to go to the hotel and see how it was. (Anne was the original booking agent. ) We were arriving at Nashville airport late at night and would arrive at the hotel around 11:00 p.m. This would not be the time that we would want to contend with looking for another place to stay.
The reason we chose Liberty Travel to plan our trip was to avoid unpleasant incidents and we put trust in Liberty Travel to provide us with an easy trip and good hotels. Travelbound should check the status of the hotels that they recommend to Liberty Travel thus insuring the quality of their service and be able to stand by their recommendations.
As a result, we found another hotel with good reviews. So, we have lost $502 and had to book the hotel on our own.
Obviously, there is no reason to use a travel agency if a solution to a problem cannot be solved by them.

I planned a family cruise June 2017. Started Jan 2017 -after many e-mails & phone calls-- wrong room assignments-- all over ship - near elevator. Quoted insurance $99 per room -- actually $99each . Gave credit card number for deposit- didn't do deposit. I complained-- got another office who PROMISED to take care of all - ALSO promised Pinnacle Dinners for all+ $50 OBC +coupon booklet +$200 credit. Never got OBC $50 or booklets and found out Pinnacle Dinner was given by cruise line -- only 2 per room . Final payment- given wrong amt & charged me twice for one of rooms-- took me several phone calls to credit card c/o to correct? Talked with Headquarters-- looking into it ? This is only a small portion of nightmare I went through with Liberty Travel Agents-- DO NOT book with Liberty TRAVEL-- do not have qualified or knowledgeable agents. We had a wonderful cruise-- I ended up paying for extra Pinnacle Dinners. Book directly with cruise lines DO NOT BOOK With LIBERTY TRAVEL

I have had many problems. The latest one was in April. I booked a trip for my family to Niagara Falls, Canada. I was told to fly to Toronto and then rent a car. When in fact it would have been less expensive to fly to Buffalo and rent a car. I was not given that option. Then the city insider I was booked for did not even exist. I still did not get a fefund. Lastly, I was never given the vouchers for all the Niagara Falls activities. The point of going to a travel agent is to take the burden off me. That did not occur. I contacted the area leader, Lauren Erkens. She said she was going to get back to me. I have not heard back.
Thank you,
Judy Martin
[protected]

I am sending this E-mail to inform you of our recent vacation that we booked through Liberty Travel. It was a disaster right from the start.
We booked our trip from 3/20/17 thru 3/27/17 at the Sunscape Dominican in Punta Cana. We booked a King Deluxe room with a tropical garden view.
The room we were given our first night there was 2 Queen beds with a view of the alley way behind the resort. We were told that we could update this room for $210 more for the rest of our vacation but that that room wouldn’t be ready for us until the next day 3/21/17 @2:00 PM. Tuesday 3/21/17 we were told that we needed to attend a 90 min presentation telling us all about their resort. This 90 min presentation included a VIP breakfast. This turned into a strong arm presentation to buy into their vacation club and the breakfast took place at the same buffet that we were allowed to eat at anyway. Nothing VIP about that. 90 mins turned into 3 hours and when we finally had enough of telling them we weren’t interested in buying anything. Another day wasted. Never got moved into our new room until 2:30 in the afternoon which turned out to be the room I had originally booked only costing me $210.00 more. Olympus Tours was the company that provided us transfers to and from the airport. That worked out well however we booked an excursion with them and that turned out to be another disaster. We were told to meet them in the lobby at 12:30 PM on 3/23/17 for our excursion at the Dolphin Discovery. We were in the lobby at 11:45 and no one showed. We spoke with the concierge at 1:00 PM and they called Olympus and were told they were there early and we weren’t there. They also stated that they called our room and spoke with me. This was a complete lie as I never spoke with anyone because we were in the lobby awaiting our pickup. My husband was furious at this time and asked for a refund. He was told there would not be a refund and they could come back and pick us up at 2:10PM. Not wanting to lose the $198.00 dollars we paid for this excursion we opted to wait around for another hour. The excursion did happen and it was probably the highlight of this week long vacation. To say we were unhappy with this whole ordeal is really an understatement. It seemed every time we turned around they were trying to get more money from us. There were a few staff that were really very nice.
We felt the need to let you know this happened as the resort made it sound like it was the Travel Agents fault in the whole room disaster. I will never go to this resort again. I have heard of other resorts in Punta Cana that were wonderful.
Thank You for all your efforts in getting this vacation booked. You were very helpful with all our questions and I will use your agency again in the future.

Recently I was asked if I had ever used a travel agency and unfortunately this question resurfaced some horrible memories. About a year and a half ago a team of runners and myself decided to use our local Liberty Travel Agency to help us plan our run in Florida. Our team consisted of 12 runners so when we all put down our $200 deposit it totaled $2400. When this annual run was canceled because the residents decided their area couldn't handle the volume of runners anymore we reached out to Liberty Travel. We were then reminded that that our deposit was non-refundable. I wrote two letters explaining that the race cancelation was not our fault and sent them to the corporate office then I used twitter to voice our dismay. After seeing my tweet a Liberty Travel Agent contacted me however told me that they never received my letters and the best that they could do was provide us with a voucher and to top it off she was really rude about it. I think her name was Helen. I tried to explain that most of the team would not have the need for those vouchers but to no avail. I then researched Liberty Travels customer service reputation only to find it is horrible. I wish we had researched this company before we used it. An unfortunate lesson learned. I lost $600. So basically Liberty Travel pocketed $2400 and didn't even blink an eye. I will never recommend this travel agency to anyone and will continue to tell my story. Liberty Travel-you are not a very nice company and should rethink your behavior. Maybe your company should read all the negative customer service comments people have posted. Shame on you!

All Liberty Travel offices (owned by Flight Centre) use a version of the Sabre reservation system that does not properly communicate with Delta airlines. In May, 2015, we booked and fully prepaid for a family vacation to Greece from NYC. We were told and shown by Liberty that we had 4 confirmed airline seats. The printout was generated by the Sabre reservation system. When we arrived at JFK on Aug. 6th, the Delta gate agent told us we had "standby seats", and as a result of overbooking, we would not be going on our planned vacation. Getting our teenage kids together with our work schedules is difficult enough, but not to go on our vacation was very painful. Also, we had prepaid for hotels on the Greek islands and have incurred significant loss. We were put on a flight at a later date, but this trip we saved up for was all but lost. It has now been over 2 months, and Liberty is still blaming Delta saying Delta was told through the Sabre system that we had 4 confirmed seats, and Delta is blaming Liberty saying they communicated that we never had 4 confirmed seats. When we prepaid for our family vacation, we had an expectation that Liberty Travel had proper communication with Delta airlines. They obviously do not. I would never buy a packaged product from Liberty Travel again, and certainly not airline tickets.

My family have been in America for six years and had first family trip since my family have imigrated to America. I would like to share my experiences that happened during the trip.

My family had a contract with Liberty Travel in Flushing, NY. We were suppose to be in Florida from January 14th to 17th with airplane tickets, hotel, rental car and 4 day hopper ticket in Disney World for family.

According to the contract, I have to pickup the disney tickets at the hotel. So we went to hotel to check-in and asked to frontdesk people to give disney 4day hopper tickets. But female worker at the front desk told us to go to diseny world to pickup the ticket. Because they don’t have it.

So we called Liberty Travel and my agent, Leo, was off on January 14th Saturday.

Other agent, Grace, at same Liberty Travel office at Flushing tell us to pick up the ticket at the Disney World.

So we went to Disney World and checked with Disney World ticket booth lady. The lady says there is no such reservation for 4 day hopper ticket for 4 people.

She told us the ticket number that we had in voucher is wrong.

Because reservation number is suppose to be with three first-letters of my first name and one last-letter of my last name plus some numbers, ((Ex) Brian Rodriguess -> BRIS) but we had strange initial .

In front of the ticket booth, we called Liberty Travel, and the agent, Grace, and the ticket booth worker was finding the 4 day hopper tickets for 2 hours, but they could not find the tickets at all.

The travel agent, Grace, told us to “Buy the 1 day hopper tickets for your family and bring the recipt with you when you come back. We will refund you. And next three days, from 15th to 17th, you have to deal with Leo who is your agent.” And she disconnected the phone call because that is not her job.

So we bought the tickets at that place and went in to Disney world.

Next day, Grace told that my agent will call me, but he did not call us before 11 so we called to travel agent again, but Leo said “I can not refund money of your 1 day hopper tickets.”

So we said “didn’t you say your company will deal with that?”

Then he said “Oh. I will refund all the money include 4day hopper tickets for family and 1day hopper tickets that you purchased.”

And we have the Email that he sent. That was on 16th January.

My family had to deal with that for 3days despite we had only 4days to travel.

After we returned to New York, we request refund for 4day hopper tickets that we did not use, but Leo, the agent, said “this is not our company fault. I will deal with Disney and get refund.” And he changed his attitude.

And we requested refund for 1day hopper and he said “Grace tell a lie to you because Our company people thought that tickets will ruin the travel” so he repeated “I will deal with Disney to give refund, not from liberty travel!”

I think there is a big contradiction. He said my family name written wrong at the Disney but how can we get into airplane, rental car and hotel without any problem of name. how come only Disney have a problem with names?

One who did wrong is Liberty Travel, not us, because we checked everything that Leo writes on the computer when I pay the money for the traveling.

I remember the ticket booth lady. She listened to our experiences and advised us “choose good travel company when you do that.”

The ticketing problem occurred and reported on 14th January but office said they will check with Disney World when our family came back to new york.

I know during the traveling any types of problems can be happened, but travel agents and companys have responsibilities to resolve these problems rapidly.

Liberty Travel never try to solve problem they just avoid the responsiblities and try to waste our time in the traveling.

This is my family’s first travel since we came to America and Liberty travel messed up our priceless and valuable travel.

I am very tired to wait without any notice from travel agents and liberty travel.

Leo told us that he will notice it without any specific date to notify

I hope everything is solved as soon as possible and give thank to everyone who read this long letter.

Thank you

I have evidences that support refund from Leo and recipts that we bought plus disney ticket copy

I try not to complain about business practices unless the issue is extreme and in this case, I believe it is. I’ve used Liberty Travel in King of Prussia, Pennsylvania and absolutely loved the service I received from them. The agent was extremely helpful, direct and courteous. When my family decided to take a trip to Jamaica my first thought was to use Liberty Travel even though my parents have an agent at a different company. My thinking was that I knew this company gave top notch service and vacations aren’t cheap so I wanted to use the company- who in my mind- was the best. Approximately three weeks ago I called Liberty Travel at 1.888.271.1584 which transferred me to the branch in Plymouth Meeting, Pennsylvania. I thought I would get the King of Prussia branch but I figured it’s the same company so it should have been fine. I asked a bunch of questions ( but in hindsight, not enough) including “ if I find a cheaper price will Liberty Travel price match?” The answer given to me by the agent was clear and to the point- “yes.” I called back a few days later because I forgot to ask how much the deposit was and after getting that cleared up I asked again about the price matching because I knew that different sites offer different prices and I wanted to make sure I was getting the best deal. The agent again confirmed that Liberty Travel price matches. About 2 weeks later- on a Thursday- I called to book my trip. Because I booked over the phone, the contract was emailed to me for my signature and I had to send it back. I viewed the contract which states in part:

“Cancellation fees will apply once booked- these fees may be up to 100% of total booking cost”

“Price and availability: prices and availability quoted above are subject to change ( at the sole discretion of our suppliers and are due to space sellout/demand) at any time until full payment has been revived and tickets have been issued”

On Monday, only a few days later my parents called me stating that their agent contacted them stating that the hotel was running a sale and their trip will cost $300.00 than originally quoted. They received a quote from Destinationwedding.Com for the same trip, the same dates, amount of people, the same room- EVERYTHING- exactly the same but for $300.00 cheaper so I called the agent at Liberty Travel that helped me and asked her about the price matching. Again she stated that they can price match but she’ll need the quote which I immediately sent to her. She said she’ll need to contact her manager and she’ll get back to me the next day. She mentioned that the original quote given to my parents was from a previous date so I let her know the original quote was from a previous date BUT their agent changed the quote because the hotel was running a sale and I wanted the sale price. I was highly upset because the tone of her voice made me feel as if she had no intention of price matching so I told her that if the trip couldn’t be price matched I would cancel. She informed me that they booked through Apple Vacations who would keep my deposit if I canceled the trip. I asked for the phone number to Apple Vacations so I could confirm that information for myself. The agent gave me: [protected]. I called this number and the customer service representative who I spoke to stated that there was a $45.00 cancel fee but that was it. They wouldn’t keep my entire deposit since I would be canceling so early. At this point I felt as if I was being misled by Liberty Travel but I wanted to see what the manager was going to say. The next day I received a call from the manger and she informed me that they only price match at the time of booking- not after and it says that on the contract. Additionally, she let me know that Liberty Travel books the best price and the lowest price which clearly isn’t the case if someone else booked the same vacation for $300.00 cheaper. A few things I wanted to point out: first, when I spoke to the travel agent (on multiple occasions) she said no such thing in regards to price matching only prior to booking. Secondly, nowhere in the contract does it state that price matching only occurs at the time of booking. We went back and forth on that issue until I asked about the cancelation policy. Clearly she was not going to honor what her agent told me and I don’t like doing business with dishonest companies so I wanted to cancel the trip and book elsewhere. She told me that in order for me to cancel I would need to forfeit my deposit because that was the policy for Apple Vacations. I let her know that I called Apple and they told me something different and she then said that it was Liberty Travel’s policy. At this point, I’m certain that Liberty Travel has misled me. First I was told that a price match could be done if a cheaper price was found. The ONLY time I was told that policy is valid before booking only was after I booked. In my opinion, failure to disclose information is the same as lying. Then I was told I couldn’t get my deposit back because of APPLE’s policy but according to Apple, that was also a lie. Then I was told it was Liberty Travel’s policy, not Apple.

I am extremely disappointed in the Liberty Travel Plymouth Meeting, Pennsylvania branch. They seem to be dishonest people who only want to make money off of half truths and misguided information. The bottom line for me is that I was told I could price match- plain and simple. The agent never mentioned policy, procedure, conditions or terms. Omission is the same at lying in this instance. Had she been upfront with me and let me know that the price match couldn’t happen after the fact I would have no issue. Had she told me she couldn’t price match when I called her about the cheaper price I definitely wouldn’t be writing this letter however, the agent on multiple occasions provided me with false information. I have only once in my life complained about a company because I felt that I was doing the community an injustice by not stepping up and saying what happened so it truly bothers me that I now have to write this about a company I thought was trustworthy. It’s possible this agent is new and didn’t know the policy of the company. It’s possible that maybe she misspoke but the lack of her and her managers ability to rectify this situation is appalling and frankly should be deemed unacceptable. Using this branch is ill advised in my opinion and that’s not to say all Liberty Travel locations are like this but I completely feel taken advantage of and wish that I never called them to book my trip. This was the first time using them and will most definitely be the last. I am more than happy to provide the name of the agent who assisted me and the manager who called. I didn’t include the names in this blog only because I don’t know what legal issues would stem from that but I want to make as many people aware of their shady business practices. If you want quality, straightforward service do yourself a favor and avoid this branch at all costs. Otherwise the price you pay may end up being inflated.

I will be sending this letter to the corporate offices of Liberty Travel, the Consumer Reports Division of Fox 29 news as well as 6ABC News, my local representatives, Liberty Travel head quarters, ASTA- American Society of Travel Agents in addition to sending this letter to 8 travel websites, Facebook, Myspace and to all 3 social groups I am a part of. I want people to know the dishonest practices that take place at this branch and I want Liberty Travel to recognize that there are businesses that actually value its integrity and appreciate its customers. The Plymouth Meeting branch of Liberty Travel needs to familiarize their self with those types of businesses and strive to follow in their footsteps.