ExploreTrip, Inc.

Hi Team,
 
Accept our apology for the delay in response. We have forwarded the medical documents to the airline to avail a waiver and working with the airline for the update. Latest information would be updated to the passenger the earliest.
 
Regards,
[redacted]
Exploretrip Team.

Complaint: [redacted]I am rejecting this response because:
The company is not accepting responcibility for their mistake. Not only did Explore Trip incorrectly book my departure date, but also my return date incorrectly. I booked online, on the ExploreTrip Website, where an error occurred and I was given tickets with the wrong dates so I contacted them as soon as I was aware of their mistake. In their response, Explore Trip aledges it is my fault, when I know I booked dates departing March 9th and returning March 12th. In their response, they also demonstrate their continued desire to take more money from me in their scam by asking me to pay more to have the dates fixed to what I originally purchased. 
They have continually told me it is my fault, when I know it is not. I know what dates I booked and have never had issues with booking travel dates before using the Explore Trip website. There is a clear recorded history of Explore Trip mismanaging reservations and not accepting responsibility, which needs to end now. I have attached public records that prove other customers have experienced the same or similar problems with Explore Trip as I am having in just the past month, meaning Explore Trip cannot keep blaming customers when there is a clear record of mistreatment that can be seen. In addition to the attached files, please remember the numerous other complaints the Revdex.com has delivered to Explore Trip. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: explore trip charge my account for and refuse to refund my money. At this I have my bank statement and letter from my bank which proves you did charge my account.  I will proceed will legal action. Sincerely,[redacted]

Complaint: [redacted] has  reversed the two [redacted] charges.  It appears I am no longer responsible for them and I'm satisfied. I don't know how ExploreTrip  chooses to deal with it, but I will not be stuck with those "agent fees" 
I think the Revdex.com response to ExploreTrip had an effect, because I believe it was just yesterday that the [redacted] was refunded to my credit card. 
Thank you!  I am very relieved.  This was a huge, unwarranted financial burden for me.
[redacted]

Dear Customer,
 
Thank you for your email.
 
Please accept our sincere apologies for the inconvenience caused. This is to inform you that we have refunded the amount of CAD ** which will credit back to the same card within 3-5 business days.
 
Thank you for your...

patience.
 
Regards,
Philip Brown.
ExploreTrip Escalations.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11892394, and find that this resolution is satisfactory to me.
My PayPal account ID is [redacted]
I look forward to the credit and will reserve my satisfaction until that time.
Sincerely, [redacted]

Dear Customer,
 
Thank you for your email!
Please accept our sincere apologies for the inconvenience caused. Please be advised that the refund has been initiated on 20th APR and would be credited to the same card in 12-14 business days. 
 
We regret for the inconvenience...

caused.
 
Regards,
[redacted]

Dear Customer,
 
Thank you for contacting us. Please be advised that while making the reservation we clearly mention on our website that any kind of visa requirements has to be taken care by the customer itself. So kindly note that we cannot give full refund on this reservation as the...

passenger failed to board his flights due to no ETA documents. 
 
Regards,TonyExploreTrip Escalations

Dear Customer
 
Hope you are doing well!!
 
This is regarding the case which has been raised for the refund due to medical grounds.
Kindly note the passenger has raised the concern regarding the refund due to medical grounds and also provided the concern documents. As we have already...

forwarded the details to the airline seeking for the refund but the airline has denied the request stating that they cannot provide the WAIVER for the refund. As per the Alaska Airlines the maximum tickets are NON-REFUNDABLE and the customer also  aware of it. Customer can change the date of travel by paying the penalty of $125 per passenger plus difference in fare may also applicable and the passenger requeired us to waive off the penalty which is beyond the regulations as beeing the travel agency we donot have authority to waive off the airline penalty if so it will be debited to the travel agency. If the customer can able to get the waiver from the airline and if the airline can update the OSI remark stating that change fee can be waived off with the waiver code then we can do the changes on the existing booking, same apply for the refund as well.
 
Regards
[redacted]

Dear Customer,
Thank you for bringing this to our notice and accept our sincere apologies for the inconvenience.
I have referred your itinerary and advise you that itinerary had undergone through involuntary schedule change by the airline. We have tried contacting airline multiple times but was...

unable to reach and even sent numerous emails to the airline but no reply received.
As you know, we are working under airlines and need to follow the airline regulations. Now we see that the tickets are exchanged by the airline and we do not have any control on the tickets.
For all the inconvenience caused, we would be pleased to offer your a credit of [redacted] USD for your next purchase with Exploretrip.
Regards,
Chris.

Dear Team,
 
Please note that we have already sent the passenger email stating that we would reimburse an amount of $803.80 in the form of cheque or through PayPal account. Kindly note that we are awaiting for the customer's response on the email that we sent him.
 
Regards
[redacted]
 
Exploretrip Team

Dear Customer,
 
Thank you for your response.
As informed earlier, the itinerary was changed by the airline and which was not notified to you not us. We are still trying to reach Bangkok Airways but could not get hold of them. Please understand the travel agency limitations and accept our [redacted] USD future credit. However, we would update the latest information after we hear from the airline.
Thanks & Regards,
Chris.

Dear Customer,
Thank you for bringing this to our notice.
I have referred your itinerary and advise you that the name change request been processed by the airline after our several follow ups. Please be advised that updated E-ticket been sent to the mentioned email. Most of the airlines do not...

process name changes after the tickets are confirmed.
As you know, airline process is always is time delaying. We are processing refund of [redacted]0USD which would be credited to the same CC within 15-18 business days.
Thank you for your understanding and appreciate your patience.
Regards,
Chris.

Dear Team,
 
Please note that we have tried contacting the passenger on the provided number, however we couldn't reach out to him. Kindly note that we have placed an email requesting us to provide the [redacted] to process the refund of the overcharge of...

$109.
 
Regards
[redacted]
ExploreTrip Team

Complaint: [redacted]I am rejecting this response because:
 
Hello [redacted]
 
I received your message on the Revdex.com site, but I am not sure what kind of clarification you are looking for.  I can tell you that Explore Trip has, in their usual fashion, said that they would look into the issue and get back to me within 48 hours.  The last time they sent this response was on 1/3/2017.  I followed up on 1/9/2017 and never received a response.
 
I really hate that their representative recommended I purchase another ticket with the guarantee that they would reimburse me, and then not stand by their statements.  If they would have told me that there was no guarantee that I would be reimbursed, I would have been okay with the outcome.  But they made a very definite statement that they would cover me because they acknowledged that they had made a mistake.  I would hate for anyone else to go through what my girlfriend and I went through, because it was extremely stressful. 
 
Please let me know how I can be of further assistance.
 
Thanks,
[redacted]

Dear Customer
 
Hope you are doing well.
Please provide us the booking reference number or the PNR so that we can assist you in better way,as we are unable to find the booking with the e-mail address,Name as well as the contact number.
 
Regards
[redacted]

Dear Customer
Hope you are doing well.
This is regarding the case [redacted]
This is to bring to your kindly notice that passenger were looking for cancellation of their existing booking due to family medical reason. However the booking was cancelled and also been intimated to the passenger...

that these are non-refundable tickets and once the booking has been cancelled the amount will not be refunded back. As the passenger was cancelling the flight due to family medical reason and advised her to send us the medical document where in we can try to get the refund but as per the passenger they were unable to provide the documents of the hospitalised family member due federal HIPAA laws regarding patient privacy.
 
Passenger produced the doctors note which says that the passenger cannot travel due to one of their family member has been hospitalised but no where the patient name was mentioned. However we have forwarded the details to the airline and the airline denied the request.
 
If the passenger can able to send the medical documents we can still try to get the refund from the airline. Hence we are in touch with the passenger and awaiting for the medical documents.
 
Regards
[redacted]

Dear Customer,
Thank you for bringing this to our notice.
I have referred your itinerary and advise you that the tickets were cancelled as we received a charge back on the transaction. Thank you for the dispute reversal, as discussed we are processing full refund for the...

purchase.
Regards,
Chris.
Exploretrip

Complaint: [redacted]I am rejecting this response because:as informed earlier, please figure out how to refund to my credit card. My agreement is with you, not the airline, that’s your problem to solve.Sincerely,[redacted]

Dear Customer,First, I would like to apologize for the troubles and frustration that you experienced with our service.The fare displayed online are time sensitive and changes time to time. We as a travel agency would not have any control over the fare, the airline doesn't guarantee the fare...

of the ticket until purchased. However, the same information is also published on the website.We request you to call our customer support to make a new reservation, we should help you with better fare.
Regards,
Chris.