Explorica, Inc.

Mrs. [redacted],   We're sorry that your daughter was unable to join us on tour, and we acknowledge your frustration with the insurance claim process. It is our mission to help students experience the world, and when they have to cancel their trip we provide a refund in accordance to our refund...

policies that are clearly listed on our FAQ page and in our tour enrollment forms. To supplement this, we also offer participants their choice of two trusted travel protection plans through [redacted], which you were wise to purchase. In the case of your claim, we received notification from [redacted] last Friday (May 27, 2016) that your refund request was approved. Now that we have received this claim approval, we are mailing your check this week. Thank you for taking the time to share your concerns.  Respectfully, Explorica Educational Travel

Revdex.com:
I have reviewed the response submitted by the business and have accepted their grievance reimbursement in reference to complaint #[redacted]. However, I will continue to pursue the referenced third party insurance company ([redacted]) for my justified refund. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Sincerely,
[redacted]

Dear Mr. [redacted],Thank you for taking the time to let us know about your disagreement
with the cancellation policy applicable to your daughter's account. We totally
understand your concerns about traveling abroad.  In the past 15 years we have experienced similar tragic events, as there...

has
been at least 5 World Wide Travel Alerts since 2011. A travel alert is not a
stipulation for US citizens or residents to avoid traveling. It is simply an
encouragement to be aware  and cautious  of the environment. Fortunately, we have successfully operated for 15 years and have an extensive
insight on handling trips during unfortunate incidents like these. We have
never operated, nor will ever operate a trip should we find our travelers at
risk. Needless to say, safety is our number one priority. We will continue to monitor
the situation and make changes to our programs if needed. We are hopeful
tranquility will prevail soon to avoid any setbacks. We are also very confident
that pertinent changes, if any, will result to an unforgettable Explorica
experience.Currently the tour still planned to run and for any participant that
would like to cancel the cancellation policy will be applicable and the fees
will be as follow:$99 Non-refundable deposit$1610 cancellation fee-------------------------------$1709 total feesSince you only had paid so far $599, there is no refund applicable. At this point the account still active as we haven’t receive an official
cancellation request from you in writing. If your final decision is to cancel
please make sure to send your request to [email protected] otherwise
the account will remain active.I have attached the copy of the Terms &Conditions as well in case you would like to review those.Best Regards,[redacted]explorica

Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. The details giving by the Business (Explorica) is unacceptable because I did not cancelled my son's trip, the Company has cancelled the trip after they have agreed to extended me 10 days to pay the balance and on the same day after agreement of the extension they have cancelled the trip and informed us 5 days later; therefore, it is the Company tactic to keep the Tax payer money without working for it. By no means it is not my last attempt to recover the money plus any costs associated for the processes and mental anguish.Simncerely,Ms. [redacted] ?
Regards,
[redacted]

Dear Mr. [redacted],Thank you for taking the time to share your disagreement with the
standard cancellation. We understand that due to recent happenings this
has created a difficult situation. Please accept our apologies for any
inconveniences caused.We are keeping a close watch on the events...

currently unfolding in
Paris, and are prepared to do whatever is necessary to keep our tour
participants safe in light of these events. Fortunately, we currently have no
tours running in this area, and there are no official travel warnings for
Paris. We also understand that there has
been a travel ban for all military personnel. Based on this current
notification we will process your cancellation request and follow the pertinent
process to refund you. Based on he established process it
is necessary for you to send an official request to [email protected] and
once you receive the confirmation of the account being canceled, it is
necessary for you to contact [redacted] insurance company at [redacted] with
the plan number [redacted] in order to submit the claim. As you correctly stated
acts of terrorism could be taken as a covered reason.  [redacted] will notify you once your claim has
been processed and the expect amount to be refunded. As an especial exception due to
the circumstances, depending on what is the answer from [redacted] I would like
to offer you to refund any difference except for the cost of the insurance. Once again, I apologize for any
inconvenience. Should you need any further information, please do not hesitate
to contact us.Best Regards,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. no, you will not be serving me or my students in the future because we will not be using Explorer cut ever again. 
Regards,
[redacted]

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear Ms. [redacted],Thank you for taking the time to notify us about your disagreement with the cancellation policy applied. Unfortunately based on the Terms and Conditions the cancellation fee applicable is $99 non refundable deposit, plus any insurance purchased,in your case this makes a total of $153...

in each account.The cancel for any reason is a benefit included on the insurance and is applicable to cover cancellation fee, and this will give you the benefit to receive the 75% of the cancellation fee covered, in your case there was no cancellation fee we only kept the non refundable deposit and the cost of the insurance so no cancellation fee was charged.I totally understand your perspective and I'm willing to help out with the situation and as a one time exception we will be able to waive part of the non refundable deposit. We will honor the initial deposit paid of $50 and waive $49 of the $99. You can expect an additional refund of $147 total.thank you for your time.Best regards,explorica

Dear Mr. [redacted],Thank you for contacting us through Revdex.com. First of all I would like to start by apologizing for any inconvenience caused. As I've reviewed the account under [redacted], I can see that the cancellation request was received on Sunday during our 'Out of Office hours'. I do understand you were...

expecting to be canceled before that following Monday to avoid the automatic withdrawal from your checking account, unfortunately account was canceled until Monday, while payment was processed automatically very early in the morning of Monday. I have contacted my Accounts department and they have confirmed me that we will be able to make an exception and refund you before the established time frame of 4-6 weeks. I have sent the pertinent paper work to have a check issue under your name and send to the home address on file this same week. The check will be for $1002.36.Because you purchased the Travel Protection Plan plus, it is really important for you to contact [redacted] at [redacted] with the plan number [redacted] in order to start the process for the additional refund of $225 based on the Cancel for Any Reason benefit. Please don't hesitate to contact us if you have any question.Best Regards,
[redacted]explorica

First of all, I apologize for the inconvenience and distress caused due to miscommunication. We take great care to ensure that important matters such as this are properly managed. I consider this situation a result of miscommunication, and I believe we could have more clearly explained the...

different processes involved in tour planning and given more detailed information on what to expect. As we have previously explained, group travel might be handled differently than individual travel. At this moment, we are still reviewing your concerns and working on alternatives to offer to you. Thank you in advance for your patience and understanding.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I have been told 3 times by Explorica that the claim was resolved and a check would mailed out "this week".  It is June and a check has NOT been mailed.  Explorica does not follow up on it's promise of a check.
Regards,
[redacted]

Hello [redacted],Thank you one more time on letting us know your discontent with the applicable policy and although I understand your perspective on the situation, I would like to take the opportunity to point out certain fact about the account.If you please review the document attached you will see the account was created online and that in order to submit any application you had to agreed to the Terms and Conditions provided. On these Terms and Conditions we clearly can find the information regarding cancellation and that even if the school or the group leader cancels, regular cancellation policy is applicable.Once again I would like to take the opportunity to remind you that it is important for you to contact Trip Mate at [redacted] with the plan number [redacted] in order to obtain the additional refund. Now as a show of good will gesture we are able to provide an additional $100 refund.Hope you understand we have to adhere to the policy.Best Regards,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
We agreed to the original itinerary and paid for it.  Explorica has made changes to the itinerary that we can no longer accommodate.  We are fully aware that the contract allows Explorica to change itinerary, and we have tried to accommodate these changes, but it is no longer possible.  The changes came from Explorica, therefore we are not willing to accept a penalty.  A key part of our ability to accommodate the new itinerary was to have Explorica furnish the outbound flight information so that we could book a flight for our daughter to join the tour.  It was only last week (06-May-16) that Explorica provided the flight information and even then it came with a "subject to change" notice.  How can we, as customers, comply with the requirements of the itinerary when Explorica has not provided the definitive information we need?In this case, Explorica needs to override the contract and do the right thing for a paying customer.
Regards,
[redacted]

Thank you so much for reaching out to us through Revdex.com. We are really sorry to hear that you have canceled Sophia's account. Although we totally understand your perspective of the current situation I would like to mention that this type of travel alert suggest "enhanced precautions" and doesn't...

necessarily dissuade people from traveling generally. Unfortunately we are not able to provide full refund as there has not been a travel warning. The tour is still running as planned and at this point any cancellation request is subject to penalties. Please find attached the copy of the Terms and Conditions agreed to when account was created. Best Regards, Explorica

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I was never shown these terms nor did I agree to the terms that we would be penalized if the whole group cancelled.  I think it's poor customer service to penalize a student and their family who struggled to make payments, on time, each month for 2 years.   I understand if it was our choice to cancel, that you should completely penalized us.  However, this was beyond our control.  As I said I was never shown and never agreed to terms that you sent.   
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.This is an unacceptable response and no resolution is being offered. An apology for a known problem is not a resolution and it is not going to erase the memories in my daughter’s head or in ours.It is not just our expectations that were not met on this tour. Our school principal has interviewed numerous students and chaperones and the results, excluding Mr. [redacted], are very similar. I am not going to speak for Mr. [redacted], the school’s principal, because he will be contacting Explorica.I do not know why you are mentioning Rome or Madrid because our school chose to tour Greece and we are unfamiliar with these locations. One of the chaperones did compare the area around the Hotel [redacted] to the area surrounding the Las Vegas strip.You mentioned that similar complaints have been made about Explorica’s tours to “[redacted] St area in Rome or around Sol in Madrid”. Furthermore, you have stated that Explorica has been using the hotel [redacted] since 2009. If this is true, then why did not inform the school administration and parents that the students were going to be lodged in a “red light” district? If we were made aware of this lodging, then our daughter would not have been allowed to participate in this tour.We could have taken our daughter to New York City (15 miles away) to see a “red light” district and could have saved nearly $3,000.00. But this is not the type of tour we wanted or expected.Mr. [redacted] abdicated his responsibilities as head chaperone, but two parents did contact Explorica to voice their concerns while the tour was active and they were ignored! Explorica was paid and the tour was almost over, so you did not care.We did not consent, or pay, for our daughter to being lodged in a “red light” district. We did not pay for her to be lodged in a hotel with a broken dead bolt, which forced her to vacate the room and dorm with a chaperone. Furthermore, something is very wrong when a tour guide tells a group of young girls “this is an unsafe neighborhood”. I am sorry that I allowed my daughter to participate in this tour. If my daughter would have conveyed these problems to me during the tour, then I would have contacted the US Embassy and demanded that she be put on the next plane and returned to United States.
Sincerely,
[redacted]

Dear Ms. [redacted], Based on our previous communications, I would like to reiterate that our records show your son’s account was cancelled due to an overdue balance. Unfortunately, there is no possibility to give you a refund, as from the very beginning of the planning process, spaces are reserved...

with our different suppliers and subject to penalties if cancelled.Based on the date you cancelled your account, your cancellation fee was for $2,369 but you only covered $640.67. The rest of the funds received cover the nonrefundable deposit ($99) and the cost of the insurance ($180). I have attached a copy of the terms and conditions that you agreed to upon the creation of the account on November 26, 2014, and by the provision of your payment account information. By doing so, you agreed to the contract and all policies, including the cancellation policy.I do understand your perspective of the situation, but there is no way for us to accept your son on the tour roster without a payment, and you had to provide that information. Regarding the $500 check received from the Town of Andover, this was returned directly to Ms. [redacted] in March. I hope this answered all of your questions. Thank you for your time.

Mrs. [redacted],   We understand your concern and apologize for any inconvenience. We have confirmed with our accounting department that your refund check was sent on Tuesday, May 31 via [redacted] from our office in Boston, MA. Delivery can take between 3-5 business days so you should expect to receive your check shortly.   Regards, Explorica

Dear Ms. [redacted],Thank you for your email. I would like to start by apologizing for the recent experience. And I'm really sorry about your health situation.After checking both of your accounts I see that you purchased travel protection plan basic, and this plan might still cover your cancellation. At...

this point it is vital for you to contact the insurance company to determine whether there is a possibility for your cancellation reason to be consider a covered reason and from there take the next step. [redacted] is a third party company that provides insurance to all our participants. Their number is [redacted] and the plan number [redacted].I totally understand what you must have been going through and I would like to help you out with the situation, but definitely the first step will be for you to get in contact with [redacted]. At this moment the only thing I can offer as a one time exception will be to refund you $100 as a good will gesture.Please let me know if I can go ahead and make the pertinent adjustment to reflect this on each account.Thank you for your time.Best Regards,explorica

[redacted],   Thank you for reaching out. We are sorry to hear that your child will not be traveling with us and that you were disappointed with your experience. At Explorica, we pride ourselves on our customer service, so we take this seriously.   There was a tour fee increase added to the...

account because the anticipated number of travelers was not reached. However, there was a technical issue with your account which caused a higher amount to appear. We worked with your  program leader to resolve this issue, and we are happy to honor your cancellation request in accordance with the cancellation policy.   We understand that our Customer Care team will be in touch to discuss the situation. If you have any further questions, our Customer Care team is always available at [redacted]   Sincerely,  Explorica