ExploreTrip, Inc.

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, *** ***

Complaint: ***I am rejecting this response because:
The initial communication I received from ExploreTrip was that they were cancelling the booking and would provide a full refundAs I had not heard back after several weeks I called ExploreTrip and was advised they had made an error on their end and had forgotten to cancel the bookingThey confirmed on the call that this was a mistake by their staff and that I would not be charged any fees as a resultThey confirmed on later calls and emails that a full refund would be processed
In their response to this complaint they have again acknowledged they promised to provide a full refund for the amount of CAD $I do not accept that they now wish to charge a fee due to the error made by their staff, and they have provided no justification why a charge caused by their error should be passed on to meTherefore, I expect a refund for the full amount of CAD $
Sincerely,
*** ** ***

Dear Customer,
Thank you for your email!
Please accept our sincere apologies for the inconvenience causedAs discussed over the phone we have issued the tickets on $*** for two passengers, the updated E-Ticket has been already sent to your email
Thank you for your
patience
Regards,
Philip Brown
ExploreTrip Escalations

Complaint: ***I am rejecting this response because:
this is just them asking for more time, they are not actively solving any issues here. They said they would respond within hours, and it's been days. if I don't stay on top of them, they will not do anything.Sincerely,*** ***

Dear Customer
Hope you are doing well
This is regarding the case:-***
This is to bring to your kind notice that any sort of cancellation and changes there will be an airline penalty imposed on the passenger existing bookings however the passenger was looking for the cancellation where in it
was $in which $will be deducted from the actual ticket cost what the passenger was purchased and $will be a fresh charge as a service fee from an Explore Trip which was clearly mentioned on our website in fare rules columnHowever we have cancelled the booking as requested by the passenger with the penalty of $in which $was deducted by the airline and the remaining of $was not charged on the customer card as the card was declinedWe never attempted the second transaction on the card for the service feeHowever the balance amount has been credited back to the same card on 13th may as per the recordsIf the passenger is willing to get the airline penalty refund where in our company should take a loss in which passenger is requesting for $of service fee which was never charged
Kindly advise us on it
Regards
***

Dear Customer,
Thank you for your email!
We have contacted the Turkish airline to avail a partial refund but the request been denied by the airline and suggested to follow the fare policiesPlease be advised that this tickets are purely non refundable and we have requested the airline for
the refund of taxes however airline denied the request
As you know we are working under the airline, we need to follow the airline policies
Thank you for your understanding and appreciate your cooperation.
Regards,
***

Complaint: ***I am rejecting this response because:
ExploreTrip advised they would contact me within days to provide an update on the refundIt has now been days and I have not received a response.
Sincerely,*** ** ***

Dear Team,
Kindly note that we have contacted the passenger directly and apologised for the inconvenience caused due to the price increase for name correctionsHowever we are following up on this case in regards to the pending charges Please note that the passenger has been notified on this issue.
Regards,TonyExploreTrip Escalations1-866-855-(Call us 24/7)ExploreTrip.com

Complaint: [redacted]I am rejecting this response because:
There has been no resolution to the grievous error done by Explore Trip. They have not offered a good solution and are once again repeating themselves. I am not paying a penalty for a mistake that Explore Trip made. I had to take my trip using the incorrect dates and paid for the additional nights at the hotel out of pocket, making this the most frustrating trip to plan because Explore Trip blatantly erred and is not correcting their mistakes. I am going to take this issue up with my credit card company, Visa, because it is apparent Explore Trip is unwilling to accept responsibility by their continued denial of wrongdoing. This just adds to Explore Trip's publicly documented history of customer abuse, see previous attachment for details. If you wish to resolve the problem please offer a solution, otherwise you can continue this conversation with Visa representatives. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I am aware that the person who fraudulently purchased the plane ticket under my name with my debit card in which is no longer in my possession & then tried to call & change information such as trying to change the name on the plane ticket was supposively leaving today. I am currently here still residing in [redacted], [redacted]. I understand that there are no refund policies but can you clearly tell me how does your company handle fraudulent purchases of plane tickets such as my case? are you telling me that your company is definitely okay with taking money from innocent people? are you telling me that your okay with takIng my money knowing that I did not purchase the ticket? yes, the name matches but you folks are aware that someone called & tried to change the name, etc so doesn't that ring a red flag? if this was my purchase wouldn't I have left to Tonga already? wouldn't I have received a PNR # to my email of that was my email? that email that you folks have on file is NOT my email. also, you folks have tried to reach out to that person, I was told by your folks represenative that the person replied back to you folks, what's the problem now? you guys have got to be the worst agencie company for ticketing. I will find justice in this. I will get my money back, you're not going to sit in [redacted] & try to take money out of someone's pocket.Sincerely,[redacted]

Dear Team ,
 
We apologise for the inconvenience caused.
 
We are checking with the refund team regards this issue.Please give us 2 days.We will contact the customer and inform him about the refund status.
 
Thanks,
[redacted]

Dear Customer
Hope you are doing well.
This is regarding the case:- [redacted]
Kindly note we have initiated the refund to the passenger on 29th Jul 16 as soon we have received an approval from the airline.The customer would have received the amount to the same card with in 3-4 business...

weeks.Hence the case was closed from our end in the month of July.
 
Regards
[redacted]

Dear Customer,
 
Please be advised that the tickets were exchanged for $456.62 after the approval from the passenger [redacted] herself. Kindly note that the name corrections have been done now and the updated ticket has been sent to the passenger as requested. Do contact us back for any...

other queries.
 
Regards
[redacted]
ExploreTrip Escalations

Dear Customer,
We understand your concerns, we have looking into your PNR where British Airways policy says “if the passenger is no show, unless it’s a medical condition. Airlines will not provide any refund and if the passenger is no-show for the flight it considered as cancellation and changes are not permitted . 
With your return departure, this is airline policy that onward booking is cancelled irrespective of no show, cancellation of your ticket etc. Return booking will be cancelled by the airlines systems automatically. We do not have any control over the airlines systems to manage your reservation.
We wish you if you can have a direct discussion with the British Airways to know the terms or please call us to Explore Trip support so we can set a conference call with the Airlines.
Please get back to us if you still have any concerns.
Regards,
ExploreTrip Support
[redacted]
ExploreTrip.com
 
Thank you for choosing ExploreTrip.com

Complaint: [redacted]I am rejecting this response because:Apology is not amends.

Dear Customer,
 
Thank you for your response.
 
As informed earlier, these tickets were perfectly reissued from our systems. We do not understand the reason behind the airline for stopping you at the airline, Kindly accept our sincere apologies for the inconvenience. 
We received your new ticket which was purchased at the airport and we have forwarded the same to the airline to claim the refund. Seeking response from the airline on waivers is a time consuming process. We have sent another reminder to the airline and will update you once we receive any response from the airline.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is Unsatisfactory but there is nothing they can do. The way they run their business should be illegal as tickets should be verified instantly upon purchase. This has happened hundreds of times with other customers. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]

Dear Customer,
Thank you for your email!
Please accept our sincere apologies for the inconvenience caused. We tried to reach you on your given contact number unable to connect. This is to inform you that there was a schedule change from the airline and you Exchanged the tickets directly with the...

airline and you used this tickets, now we lost the control our the booking no refund can be made. Kindly contact the airline and check for the same.
Thank you for understanding the travel agency limitations on refund policies.
 
Regards,
[redacted].

Dear Customer,
Please accept our sincere apologies, but unfortunately the reservation you made was not confirmed. As mentioned on our website the price and availability of our low fares can change quickly and cannot be guaranteed until the ticket is issued.
We tried to re-book the...

ticket at the same price for the same itinerary  but were not successful. We regret the inconvenience caused and wanted to let you know your credit card was not charged. We hope that you’re able to find another fare on [redacted] that meets your travel requirements.
Regards,
[redacted]
[redacted].