ExploreTrip, Inc.

Dear Customer,
Thank you for bringing this to our notice.
Please accept our sincere apologies for the inconvenience caused. As discussed over the phone we haven't charged your card for the amount quoted $[redacted] and kindly contact the airline directly for the seats selection 72 hours...

prior to departure, however we have already placed remarks on the reservation to be seated together.
 
Thank you for your patience.
 
Regards,
Philip Brown.

Dear Customer,
Thank you for bringing this to our notice!
Please accept our sincere apologies for the inconvenience caused. We have tried to reach you on your given contact number unable to the connect. This is to inform you that there was an schedule change by the airline,...

however you made the changes directly with the airline and now we lost the control over the reservation. As a goodwill gesture we can offer you a future credit of $25 for your next booking with ExploreTrip , to avail the credit kindly contact our customer support [redacted]
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because: I was never told I could have a partial refund which I found later to be true from [redacted] Airways. I needed to take the departure flight and need a partial refund for return portion of flight.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: there is no resolution, awaiting the response that they reference within 48-72 hours.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:Hello,I tried to be understanding and reasonable here, reducing significantly my expectations, but looks like the other part is only willing to offer $50 in credit to resolve the dispute. I just think it's very unfair. 
Sincerely,
[redacted]

Complaint:[redacted]I am rejecting this response because: you were negligent in processing the initial request for ticket because you did not book the ticket in a timely manner and you were solely responsible for the change in ticket price due to your delay.  You falsely advertised the ticket price.
It took over year to respond to your negligence.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I was at the desk with the airline agent and he showed me that the tickets were there but not issued.  I was there when he spoke with the agent from your organization and it seemed, to be frank, like your agent didn't understand the issue nor how to resolve it.  I asked the airline agent if there was anything we could do on the airlines side to just get this resolved, and he informed me that they couldn't alter anything because Explore Trip was the ticket holder, it had to be done on the side of Explore.
The tickets were not 'perfectly fine', they were not reissued and therefore not usable.  There is no reason why they would randomly select me to give me a trouble if the tickets were fine.  The only option I had was to purchase the ticket at the last minute for them to allow me to get on the plane.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I have called [redacted] airlines and they told that refund can only be processed by the agents from which you have booked your flight tickets. They also added as its airline fault that it is canceled so if I want a full refund for my flight from [redacted] to [redacted] they will give a refund but I will have to contact the company from which I booked initially and they will forward the request. 
Your conpany is taking days to reply my emails and now it’s just 10-12 days left for my trip. If I take a refund at this stage and rebook different flight it’s gonna be so costly to me. I should have read Revdex.com review of this company before going through the bookings. I just checked there are 90% of Negative comments about you. Never booking from your company again Sincerely,[redacted]

Dear Customer,
 
Kindly note that we haven't received any updates from the [redacted] airlines till date.
However another remainder has been sent in regards to this case.
 
We would update you as soon as we have an update from airlines.
 
 
Regards
[redacted]

Complaint:[redacted]I am rejecting this response because:I received an email January 25th stating this same thing but have never actually received a single dollar of the $655 refund owed after the penalty for the flight. I have emailed and called many times regarding this. Just last night (3/15/17) I spoke with your customer service representative, [redacted] who stated that the refund was still pending with the airline and then would be transferred to my card within 1 business day, which needless to say has not happened. Sincerely,[redacted]

Dear Customer,
This is to inform you that we have raised a refund request on the same day, you should have received the refund by now please check with your bank. Due to delay in the refund I have requested the concerned team to refund you in full without any penalty, you should receive a refund of...

$[redacted] to the same account with in two weeks.
For immediate response we request you to email us at [email protected]
 
 
Thanks
Sam
Exploretrip.com

Dear Customer,We are looking into your reservation made with us Reference no: [redacted] on Jan 2, 2017 at 7:52 PM for one passenger [redacted] From New York, Jfk US To Kolkata, IN.As per the booking request you made with ExploreTrip departure on January 25th 2017 with a return date of...

February 15th 2017 with was same mention over the Revdex.com are true.With the above travel dates we have processed your booking with Qatar Airways and there was no change in your travel dates. You may find the same travel dates in the E-Ticket Confirmation (Email)Here I’m attaching the both Booking Information and E-Ticket Confirmation Emails sent to booking email address. Regards,[redacted]ExploreTrip Support

Complaint: [redacted]I am rejecting this response because: the response offers an apology but does not commit to change its business practice - asking customers to send by email for sensitive information. If this information is send by email, the customer risks identity theft. Email is known to be unsafe. The web site should be changed and allow customers to send the information in a safe manner, similar to giving the cc info.
I also received a phone call explaining that the security check failed for my reservation. I suspect this is incorrect, as the payment went through. Most probably cause is that such a security check will fail for ALL non US payments. Therefore, the company should change the web site to inform customers of extra documents needed and offer a secure interface to enter such information.Sincerely,[redacted]

Dear Customer
Hope you are doing well.
This is regarding the case:[redacted]
Please be advised that passenger made two bookings with ExploreTrip in that one booking was cancelled and the full refund was processed in the month of April 2016. We have received an approval from the airline. The...

customer would have received the amount to the same card within 3-4 business weeks. Hence the case was closed from our end in the month of April
 
Regards,
[redacted]

Dear Customer,
 
Thank you for bringing this to our notice and accept our sincere apologies for the inconvenience caused.
We have tried contacting you on [redacted] but could not get hold on you and left a message to one of your staff [redacted]. Kindly advise your feasible time to...

contact you or call
us on [redacted] to make the reservation with the best available fares.
 
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because: the person on the phone told me to cancel the reservation because name. Then he told me if I want to reserve again it will cost my [redacted] dollars more. Why didnt the person tell me its ok? Instead he wanted to charge me more for the same ticketSincerely,[redacted]

Complaint:[redacted]I am rejecting this response because:
They didn't offer any help or solution to the problem. I'm still out almost $1000 because they won't help. Alaska Airlines clearly stated multiple times that it is not anything they are in control of. Explore trips.com bought bulk tickets through a wholesaler so they are in charge of the tickets and what they allow refund wise. Exploretrip.com keeps blaming Alaska Airlines when it isn't Alaska's fault or issue. Exploretrip.com is in control of these tickets and they can choose to refund my money and resell the tickets if they truly wanted to help. This is all per Alaska Airlines reps who have told me this on multiple occasions. Exploretrip is playing the blame game instead of trying to help the customer. It's pretty shady and rude for them to act like they can't help and blame the airline when they are 100% able to fix this issue if they choose to do so. Alaska Airlines wasnt even going to charge me to change the tickets, but exploretrip tried to charge me $125-$225 to change the tickets. Bottom line..... This company is shady and not willing to help. Their customer service center is located in India which is probably to avoid helping their customers. I would not recommend Exploretrip.com to anyone and am very unhappy with how little they did to try and help a family in the midst of a medical crisis. Zero stars....
Sincerely,[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 been re-booked and the updated confirmation was sent to the mentioned email. 
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 satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
The business's response is the same response made to my original complaint filed with the Revdex.com.  
With their own words, they illustrate the point I made in my original complaint, which is that they accept no responsibility for serving their customers, then claim absolution from responsibility because the airline intervened and accepted responsibility for this business's poor customer service.
I imagine that their response to this response will be to cut and paste their last response, which is exactly what I encountered from them during my repeated phone calls asking for assistance between the dates I was informed of the cancelled flight and my departure.   If the business is referring to trying to reach me to resolve my complaint filed with the Revdex.com, I have no record of that on my phone records or Email. I am sorry that I did not refute that claim the first time it was made.  Sincerely,[redacted]