Travel agent spoils Jacksonville family’s vacation

JACKSONVILLE, Fla. — Imagine paying for a cruise and then realizing it is not going to happen.

A cruise trip for Kenneth Pennyman and his family was spoiled because of the travel agent he used.

“In June, I decided to take myself and my kids on a cruise,” he said.

Pennyman was referred to Absolut Travel and Aubrynn Marshall to help book his vacation to the Bahamas.

“We were excited,” he said. “Really excited.”

The cruise was scheduled for Sept. 18, but as the date inched closer, he heard nothing. So he contacted Royal Caribbean. They told him his name was not on the manifest. The cruise line was never paid.

“No cruise, no money, nothing,” said Pennyman.

Disappointment, anger and frustration set in. Pennyman said he demanded a refund from Marshall. He had paid her $1,368.

“I was extremely angry,” he said. “She not only took from me, she took from my kids.”

Who is Absolut Travel? There’s no Jacksonville listing for the travel agency, no state filing with SunBiz, Florida’s business registry. We do know the agent is Aubrynn Marshall.

“This person was licensed in Orlando previously, but her license expired in 2012,” said Tom Stephens, CEO for the Northeast Florida and Southeast Atlantic Better Business Bureau.

“She’s operating under the law basically,” said Stephens. “And if she took money and didn’t pay the cruise line, that is fraud.”

Marshall operated out of a West Jacksonville mobile home park. Neighbors say she moved out.

On Your Side reached her by phone and Marshall said the Pennyman situation is not what it seems.

“I am going to do whatever it takes to make everything right,” said Marshall. “He will have his refund Oct. 22. I would like the opportunity to make it right.”

So why was the cruise not booked? Where is the money?

“I worked with a third party vendor,” she said. “They dropped the ball.”

The Jacksonville Sheriff’s Office has opened a fraud investigation and the Florida Department of Consumer Services, which regulates travel agencies, also is investigating.

“I learned a lesson: check out anybody I’m dealing with,” said Pennyman.

It appears that Marshall was with another travel agency in Orlando accused of the same type of complaints.

When asked about her past work, Marshall said that involved her ex-husband. Marshall said Pennyman will get his refund. We will let you know if he does.

First For You:

• Never deal with an unlicensed seller of travel

• Always pay with a credit card, which gives you some protection.

• Check for license at www.800helpfla.com or 1-(800) 435-7352