Latin Tours Wholesaler and Tour Operator
Complaint 339143 Details

Please permit me a space to share an experience I had over the Easter vacation. I booked a travel package for my 60 year old parents, my husband and myself through Latin Tours Wholesaler and Tour Operator based in Auburndale Florida to Orlando Florida. The package included return airfare, hotel accommodations and two (2) theme park tickets.

On arrival to Orlando, we were given our Disney theme park tickets by the owner of Latin Tours. We decided to attend out first theme park on Saturday 4th April. The four of us went towards the first security check point at Animal Kingdom. When we attempted to scan our tickets they were not working. We tried several times but still something was wrong. Suddenly, security personnel came up to us and said loudly “These passes are not valid and you all need to come with me.” So, here we were in the midst of thousands of people, being ushered away by the security. How utterly embarrassing this was for us, law-abiding tax-paying citizens, when everyone was watching us like we were common criminals. We were taken to Guest Relations where we were thoroughly questioned. They asked us where we bought the tickets, who did we buy them from, where did we meet the person who sold us the tickets, how much we paid for the tickets, what was their contact information and a barrage of other questions. After much persuasion, we convinced them that we bought them from Latin Tours and the only evidence we had was a voucher the owner sent us via email.

Soon after, the head of security came to the window and told us that the park tickets we had were bought with a FRAUDULENT credit card and there was a red flag on those tickets. They had no choice but to void the tickets and we would not be able to use them to enter the park and further investigations had to be carried out.
I immediately called the owner of Latin Tours on the phone and explained the situation. I told her that the pick-up time for the shuttle that was supposed to return us to the hotel was coming back to the park at 10pm and it was 10am at that time. I asked her if I bought new tickets at the park with my money if she would reimburse me the cost of the tickets. She told me to go ahead and buy new tickets because she had to sort out the issue with the voided tickets. I went ahead and bought four adult passes and paid $817.92USD ($5317.00TTD). We then went into Animal Kingdom and spent the day.

Later that same evening I called the owner of Latin Tours and told her that she needed to drop off the money for me at the hotel as we needed the cash for the rest of our trip. She proceeded to tell me that she could not give me back my money and that she can only offer me more Disney tickets. I told her that we didn’t want any more tickets as we had already planned our trip to include only two parks. I also said that we had other expenses that we needed the money reimbursed to us in order to fulfill all that we had planned for the vacation. She persisted to tell me that she was not going to reimburse me the money for the tickets. I was shocked and appalled at the response I received.

The next morning my entire family walked two miles to the Orange County Sherriff‘s Department. There, we made a report to the Deputy Sherriff and showed him all our documentation and the voided tickets that Disney officials had stamped. He then asked for the contact information for Latin Tours and he called the owner on the phone in front of all of us. When he questioned her, she denied telling me to purchase any park tickets with my own money. She lied to the Deputy Sherriff and said that I bought those tickets of my own free will. She refused to admit the truth about saying she would reimburse me my money to the Deputy Sherriff. He then told us that in order to recover our money we had to sue her and her company in Civil Court. He advised us to write a review of our experience for other travelers to be made aware of our experience.

This is a true account of the horror my family had to endure on what was supposed to be a vacation for all of us. We were embarrassed, hoodwinked and deceived. We were never reimbursed for the unnecessary tickets we were instructed to purchase. We paid extra in our initial package deal for Disney tickets that were bought with a fraudulent credit card. We were never compensated for the humiliation and degradation we endured while at the Disney Park when we were questioned like common criminals and none of these events were our fault. Needless to say, this ended up being a more stressful and traumatic event than a relaxing one. The right thing to do when people are in the business of customer service is to try and make your customers as comfortable and satisfied as possible. This was the total opposite we endured. To add to my traumatic experience the owner of Latin Tours persists in saying that they are not at fault for what happened. I paid for my package using my hard-earned money and our agreement was for VALID Disney theme park tickets and these people voided that contract by giving my family and I tickets that were bought with a fraudulent credit card which made the tickets void at the park. They now insist that they do not owe me a reimbursement for the money i had to put out of my own pockets to purchase "good and valid" tickets for my family which was as a result of their doing business with people who use fraudulent credit cards and no fault of mine.

website for this company: www.latin-tours.com They have since removed all their contact info from their website. But i have phone numbers and email address for them. Thank you for taking my complaint into consideration.