ExploreTrip, Inc.

Dear Customer
Hope you are doing well
This is regarding the refund which was raised by the customer
Kindly note we have contacted the airline regarding the refund due to flight cancellation and as per the airline the flight was not cancelled and they denied our request,However we have again
conatcted the airline to reconfirm the status as it was showing as cancelled due to bad weather but as per them the flight was operated but it was delayed for more than hours and as per the regulation of the airline if the flight has been delayed for more than hours passengers are entitled for the full refundWe spoke to the airline staff Mr.Daniel for the wavier to process the refund and the airline has approved to process the refundWe have processed the refund from our end on 27th Mar kindly note the amount will be refunded back to the same card with in 3-business weeks and its as per the airline regulations
Regards
***

Dear Customer,
Thank you for your email!
Please accept our sincere apologies for the inconvenience causedAs there is a delay by the airline we are processing the refund internally through check to your mailing address for $431.60, which would be delivered within business
days
Thank you for your patience
Regards,
*** ***
ExploreTrip Escalations

Dear Customer,
Thank you for your email!
Please accept our sincere apologies for the inconvenience causedThis is to inform you that we have referred your itinerary, the booking was cancelled and the card listed was not chargedKindly note that there might be a pre-authorization generated by the system which would eventually drop off in 48-hours, please contact your bank and check transaction details
Regards,
Philip Brown
ExploreTrip Escalations

Dear Customer,Thank you for bringing this to our notice and we are sorry for the tragedy in your familyI understand your concern and advise you that the tickets were cancelled with the associated airline penalty and service feeAs you know, we are working under airline and we need to follow
airline rules and regulations. As a goodwill gesture, we would offer a future credit of 50.0USD discount for your next purchase with Exploretrip.Thank you for understanding.Regards,***

Dear team,
Please accept our sincere apologies for the delay in the refund amountKindly note that the tickets were cancelled on the same day that the passenger requested us to doHowever the amount was not refunded due to GDS errorKindly note that we have processed the refund days
ago and would be credited back to the customer within business days
Regards,***ExploreTrip Support*** *** ** ***ExploreTrip.com

Dear Customer,
Thank you for your response
As informed earlier, the over charged amount is under airline merchant and refund cannot be processed partially from the total airline fareKindly accept our request to receive a refund either through paypal or check
Regards,
***

Dear Customer,
We have referred the itinerary and see that the reservation was not confirmedAs informed earlier, we are unable to issue INFANT passenger tickets due to airline system error (GDS)
However we have requested you to contact our support for ticket confirmation of the adults
NOTE : Fares are not guaranteed unless ticketed
Regards,
***

Dear Customer,
Thank you for bringing this to our notice
As informed over the phone, name on the reservation perfect even without space in the first namePlease carry the E-ticket copy to the airline counter and collect your boarding passes
Thank you for your understanding
Regards,
Chris

Dear Customer,
Thank you for your response
Please be advised that the email sent by the agent contains both the itinerary changes and also the cost incurred for the changesWe have proceeded further on your acceptance and changes processed successfully for the charges subjected with the airline
As a goodwill gesture, we would offer you a future credit of $for your next purchase which can be used by contacting our customer support department on ***
Regards,
***

Dear Customer,
Thank you for bring this to our notice
As discussed over the phone we have processed the refund amount of $to your paypal accountKindly knowledge once you receive your funds
Thank you for understanding and accept our sincere apologies for the
inconvenience caused
Regards,
*** ***

Dear Customer,
Kindly note that we are working with the airlines on this concernPlease note that we need few more days of time to get this sorted out.
So we request you to wait for another 4-days till we have an update on this case
Regards
***
Explore Trip

Dear Customer
Hope you are doing well
This is regarding the case:- ***
Kindly note the customer has called for the changes due the family emergency however any changes on existing booking there will be an airline penalty applicable and as per the Air Canada the change penalty is
$per passenger and difference in fare may also applicable and being an travel agency we need to follow the airline instructions and in the rules of Air Canada the medical waiver is not entitledHence we are unable to waive the penalty and after no-show tickets are non-refundable or non-changeable
Regards
***

Hi team,
Please accept our sincere apologies for the inconvenience causedKindly note that the refund was processed to the same account on 16th March for the quoted amount of $Do contact us back if you have any other queries
Regards
***
ExploreTrip Team

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have set up a PayPal account and will email it through to ExploreTrip for the refundI will report back when/if the refund is received
Sincerely, *** ** ***

Complaint: ***I am rejecting this response because: The company charged by credit card directly for their commission fee. They obviously can issue a credit as well back to my credit card. That is what I have repeatedly requested them to do. It was after a great deal of aggravation they finally offered to send me a check or paypal. Their issue with the airline is of no concern to me. I contracted with them directly through use of my credit card. That's how I wish to have my refund handled. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/28) */
Dear Customer,
Please accept our sincere apology for the inconvenience causedWe looked into your travel itinerary and here is our explanationExploreTrip is mere a mediator between the customers and airline to facilitate the flight
bookingThe itineraries that you see at ExploreTrip or for that say any other online travel agency across globe displays through GDSGDS prepares the itinerary and send across to OTA to be displayed onlineTransit visa is always a concern for the customer and all travel agents - Online and Offline expect that customer posses visa or will fulfill visa requirements for destination as well as en-route or in-transitNo OTA have access to those details and displays separately for the visa requirementsThat's the reason we have these details placed in our Fare Rules and Fare Policy for every itinerary that it's the responsibility of the customer to get the visa requirement for the travel - Destination and transitSee the files attached which you approved while doing the booking at ExploreTrip
Please get in touch with our customer support and see what's the best can be done for this itineraryYou may ask at the support to speak to *** (Supervisor)He will help you with all details
Thanks and hope you understand the limitations of ExploreTrip as mere mediator and not the ultimate service provider
***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In August 2014, I travelled through the same airline and the same transit point & I wasn't required to get a transit visa even though I had a layover that exceeded hoursThis time after having my tickets booked and confirmed with you'll, I was told by the airlines staff at the last day that I would require a visa to board the flight as there has been a change in the transit regulation in KSA since Feb 2015, which is no where mentioned on your website, neither have I received a call to check weather I possess a transit visa before you'll could confirm my booking with the airlinePlease check Travel sites like Bravofly.com, that explicitly mentions, "Your flight includes a stopover in Saudi ArabiaDue to changes in transit regulations we recommend you contact the Saudi Arabian Consulate for more information." before you could use the credit card to book itIt is recommended you'll do the same to avoid more confusionA mediator is certainly responsible to educate the consumers of and changes in the immigration rules as CLEARLY as possible, and do not assume passengers ** be updated the volatile immigration regulationsHowever, I have commenced my journey, and would be looking forward to get a 100% refund of the fare that was charged to my credit card
Final Business Response /* (4000, 9, 2015/08/03) */
Dear Customer,
Please accept our sincere apology for the inconvenience causedWe looked into your travel itinerary and here is our explanationExploreTrip is mere a mediator between the customers and airline to facilitate the flight bookingThe itineraries that you see at ExploreTrip or for that say any other online travel agency across globe displays through GDSGDS prepares the itinerary and send across to OTA to be displayed onlineTransit visa is always a concern for the customer and all travel agents - Online and Offline expect that customer posses visa or will fulfill visa requirements for destination as well as en-route or in-transitNo OTA have access to those details and displays separately for the visa requirementsThat's the reason we have these details placed in our Fare Rules and Fare Policy for every itinerary that it's the responsibility of the customer to get the visa requirement for the travel - Destination and transitSee the files attached which you approved while doing the booking at ExploreTrip
Please get in touch with our customer support and see what's the best can be done for this itineraryYou may ask at the support to speak to *** (Supervisor)He will help you with all details
Thanks and hope you understand the limitations of ExploreTrip as mere mediator and not the ultimate service provider
***

Complaint: ***I am rejecting this response because: I do not reject the response per se; I am only doing so because the case is still unresolvedI have checked with my bank again and they insist the charged was received in USDMy bank has filed a dispute claim.
If Revdex.com can facilitate any part of the dispute process, please let me know. Sincerely,*** ***

Complaint: ***I am rejecting this response because: the business does not know or understand the difference between placing a reservation and confirming a reservation through e-ticketAt this point since the business cannot be trusted because of its unprofessional practices, I will book my flights with a different company and consider the case closed.Sincerely,*** ***

Dear Customer ,
We are trying to get the Waiver from Airlines , Please wait for couple of days till we get an update.If the Airline gives us Waiver we can do the need
Thanks,
***