Fast Track Travel and Tourism
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I had been a loyal customer of this…
I had been a loyal customer of this agency and i even recommended them to my friends and relatives since their agent Kate was very accommodating and helpful but just last week a miserable and very bad experience we had. 1. My kids got absconded on the day they're supposed to fly back in Philippines. Prior booking the ticket back i confirmed with Kate if my kids will be absconded she mentioned "No" as long as we paid the fines and since it would only ve 2 days from visa expiry. And since we are trying to save some money on the ticket we booked 13 instead of 11 and taking into consideration that the agency won't abscond my kids. Prior visa expiry i asked the reliever agent on January 8,2024 if i could pay the fines in advance to avoid absconding she mentioned i can visit any typing center or tasheel and I'll just have to show the return ticket. So i visited amer on 10th of January but they mentioned not possible to pay now since the fines were not yet reflected in the system, so i informed the same agent and she shared with me link for online payment in ICP to pay for fines.. i was waiting till 12am on jan 12 just to pay the fines but payment online is not working. So i messaged the agent that it's nit working and no reply from the agent on Sunday, i tried to visit amer but no office on Sunday. So i messaged the agent that i will pay first thing in the morning since mily kods flight was on 3pm. So unlucky me, amer Dubai won't accept sharja visa fines, i have to travel to sharja and pay the fines. FYI, this information should be clear and delivered to us prior booking the ticket back. We were in the airport and then my kids were absconded. I tried hard to contact them and ask them to remove the abscond but the agent just said pay 15k and it will be remove. We are not rich, we work hard everyday for single dirham. I was crying on same day thinking how we could remove the abscond.. Luckily Cristy the team leader, save the day, she resolve the issue, rebook the ticket, removed abscond the next day and they even pay the fines for another 2 days.. i felt sorry for Kate that she will be charged for these amounts but it need to, because she didn't informed us of the consequences of visa will pass expiry for another day. This wouldn't be an issue now if evry single information was clearly explained to us. 2. The agency didn't inform me about outpass fee of 221 for each visa, since i had 2 kids, 1 niece and my mother i had to pay 984 in immigration since my kids were being hold.. my kids were crying and got scared that they might be in prison.imagine the trauma. Now Cristy, ask me to pay the amount and share with her the receipt so they could refund me but until today, no refund. 3. I paid for a security deposit and now the agency will not refund us, they said it was forfeited since my kids were absconded. This information was not explained to us as well.. so i called ICP sharjah and ask clarity about it, the authority mentioned that it was agency's responsibility to pay for security deposit and not from the visitors pocket. And they ask me to file a complaint against the agency. Now I've been begging them for refund, and they keep on saying they need to investigate further. I won't be bothering them this much if all information was communicated well by the agent prior booking the return ticket. If it was clear from the start, why should i have to lapse the days if i knew the consequences. It was our first time to apply for a visit visa for our kids and on our journey i had been very consistent in asking informations from Kate and she never mentioned all these consequences. Until now we are waiting for their feedback on their refund. It's not easy as they put us on big mess.. Lesson Learned: Don't trust agent's information and be very extra careful on terms and conditions of each agency.