Dear [redacted] Thank you for contactingWorldStrides regarding your daughter'saccount. It is my understandingthat[redacted]was scheduled to accompany [redacted] on their trip to [redacted] departing March 15,2015. However, the trip was recently cancelled...
and you havesomeconcerns regardingyour refund.Unfortunately, this tripwas cancelled by Four Points Middle Schoolbecause there were less thanfive individuals signedup to travel. WorldStrides made an attemptto accommodate students with adesire to travel by offeringthem the opportunity to travel with our New WorldsEmerge Division,which allowsfor individual registration. We do appreciate the concernregarding this option andunderstand the decisionnot to accept.On September17, 2014, when you registered online, youwere presented with and agreed to certainTerms & Conditions.Those Terms & Conditions provided a detailed explanationof the cancellationand refund policies. Duringthe enrollment process, youchose not to enroll in the Full RefundProgram which"protects your payments and provides a refund*minus the FRP fee if you, theProgram Leader, school, orschool 's administration need to cancelat any time prior to departure forany reason.''Since you chosenot to enroll in the Full Refund Program, a refund in this instance wouldbeprocessed accordingto the Standard Cancellation Policy, which states:This policyapplies to participants who choose not to be enrolledin theFull RefundProgram. Within seven calendar days followingreceipt ofyour registrationconfirmation or initial paymentinvoice (whichever isreceived first),you may cancel your WorldStridcs program and receivea fullrefund. Beyond the seven day grace period, if you. the ProgramLeader, school, orschool administration cancel, WorldStrides will retain25% ofthe basetrip price* (minimum charge of$120 if base trip priceis $400 or more) ifyour cancellation letter is postmarked more than 75days priorto the group's departure, 50% of the base trip price* if yourcancellation letteris postmarked 45 to 74 daysprior to group's departure,or I00% of the base trip price* if yourcancellation letter is postmarked44 days or less prior to group's departure."However, giventhe circumstances of this situation.WorldStrides has made an exception andcancelled youraccount as if you had elected to enroll in the Full Refund Program. We have alsowaived all handlingand late fees associated with your account.Payments receivedfrom you total $2,008.00. This amount minusthe $99.00 non-refundable depositand $199.00 Full Refund Program Fee, results in arefund in the amount of$ I, 710.00. Refunds areprocessed in the samemanner in which they were received. Therefore.this amount will be refundedto the creditcard used for payment on the account.I apologize for the inconvenienceand dissatisfaction this situation has causedyou and do hope that[redacted]is in aposition to travel with WorldStrides in thefuture.Should you haveany further questions or concerns, please feel free to contactme directly at [redacted]
[redacted] We willbe providing a copy of this correspondenceas part of our response to the recentfiling you made with the Revdex.com (Case#: I[redacted]) in Richmond.
Good Afternoon, Ms. [redacted]. I hope this email finds you well. We have received notice of the above referenced complaint filed with the Revdex.com. I apologize for the delay in my response to this matter. Please also accept my apologies for the difficulties you...
experienced in trying to reach our Customer Support Team during the month of January. Unfortunately, due to a customer outreach program we ran during this time, we experienced an unusually high volume of calls which led to unacceptably long waiting periods for customers. In researching this matter, I have been informed that the 2015 trip previously planned was cancelled by the program leader and that WorldStrides is currently working with him to plan an exciting new trip for 2016. It is my understanding that each participant registered for the 2015 trip has been provided a full refund. Please do let me know if you have not received your refund and I will follow up with the [redacted] to determine the status. Thanks so much. Have a great day. [redacted]
WorldStrides made an exception for this customer due to their personal situation. We contacted Ms. [redacted] by phone on 10/25/16 and informed her that we would be giving her a refund minus the $99.00 deposit. She was happy with the resolution and informed us that she would close the...
complaint with Revdex.com. Please let me know if you need more information. Thanks.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
Dear
Ms. [redacted]Thank
you for contacting WorldStrides regarding your son’s account. It is my understanding that [redacted] was scheduled
to accompany [redacted] on their upcoming trip to Washington,
D.C., but on January 12th you cancelled his account and continue to have...
some
concerns regarding your refund. On
October 21st when you registered online, you were presented with and
agreed to certain Terms & Conditions.
Those Terms & Conditions provided a detailed explanation of the
cancellation policy, fees, and the refund policies, as well as the $99
non-refundable deposit and information regarding the Full Refund Program
Fee. During the enrollment process, you enrolled
in the Full Refund Program which would protect your payments and provide a
refund minus the Full Refund Program fee, non refundable fees, and
non-refundable deposit if you, the Program Leader, school, or school’s
administration needed to cancel at any time prior to departure for any
reason. Full Refund Program (FRP) Benefits: If you cancel beyond the seven day
grace period, the Full Refund Program protects your payments and provides a
refund*, less the FRP fee and Non-Refundable Fees, if you, the
Program Leader, school, or school’s administration need to cancel at any time prior
to departure for any reason. Enrollment in this program can be completed during
the registration process and is optional. If elected, the additional fee for
the program will be added to the trip price on your first invoice. The FRP fee
is based on the trip price stated in your trip information letter.The
amount you were refunded ($239) was the amount you had paid in $453 minus your
deposit $99, the cost of the cost full refund program $109, and a $6 in an account
handling fees. It does appear that there
was a delay in processing your refund and we will provide an additional refund
in the amount of $6 to waive the handling fee you were charged, bringing your
total refund received to $245.I
hope that this explanation addresses your concerns and that [redacted] is able to
travel with WorldStrides in the future. Should
you have any further questions or concerns, please feel free to contact me
directly at [redacted] We will be
providing a copy of this correspondence as part of our response to the recent
filing you made with the Revdex.com (Case #: [redacted])
in Richmond.Sincerely, [redacted]VP
Customer Service
[A default letter is provided here which indicates...
your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
Dear Ms. [redacted],Thank you
for contacting WorldStrides regarding your accounts. After review it does appear that there was a
processing error that resulted in you not receiving the full refund amount on
your accounts. Due to the cancellation
of this trip we are refunding you for all...
funds paid into your account and we
have begun the immediate process of issuing those credits. That refund will be provided via the method
received, so all of your donors will receive their refunds directly to their
credit cards.I apologize
for any inconvenience and I thank you for bringing this to our attention so we
could resolve. We certainly
hope that [redacted] is able to travel with WorldStrides in the future. Should you have any further questions or
concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of this
correspondence as part of our response to the recent filing you made with the
Revdex.com (Case #: [redacted]) in Richmond.Sincerely, [redacted]
Dear Ms. [redacted]: Thank you for your additional response. You are correct that the $100 you paid in additional to the base trip price was to add an additional night to your program in order to combine with another group because the trip price would have increased due to the group having less than 35 full-paying participants. The trip price quoted is based on the cost of the program between 35 participants. The cost of the program between 14 participants. as you can imagine, would be more substantial. In researching this matter, it does appear that after combining groups there were more than 35 full-paying pa1ticipants. Unfortunately, due to cancellations and/or no shows the amount of participants traveling fell short. WorldStrides made an exception to the Terms & Conditions in order to minimize the small group fee charged and reduced the fee to $40 for each participant. However, I do understand your frustration with this situation. I have discussed this further with the Vice President of Account Management and have been authorized to waive the small group fee for all participants who traveled on this program. Your refund in the amount of $40 will be processed and forwarded to you at the address above. Again, I do apologize for the dissatisfaction this situation has caused you and hope that [redacted] is in a position to travel with WorldStrides in the future. Should you have any further questions or concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of this correspondence as part of our response to the recent tiling you made with the Revdex.com (Case#: [redacted]) in Richmond.
Dear Ms. [redacted]:We are very sorry to hear about [redacted] 's medical condition. Please accept our sincere apologies forthe issues you have experienced with your account.Given your situation. we are making an exception and providing you with a full refund, including theregistration fees .In addition to...
the check you have received in the amount of $315.25, a check in the amount of$534.75 will be processed and forwarded to your attention at the address above for a total refund of$850.Again. I apologize for the inconvenience and dissatisfaction this situation has caused you andcertainly hope that [redacted] health improves quickly.Should you have any further questions or concerns. please feel free to contact me directly at [redacted]. We will be providing a copy of this correspondence as part of our response to the recentfiling you made with the Revdex.com (Case#: [redacted]) in Richmond.Sincerely.[redacted]
Dear Ms. [redacted],Thank you
for contacting WorldStrides regarding your daughter’s accounts. It is my understanding that [redacted] was scheduled
to accompany [redacted] on their upcoming trip to [redacted] Our records
indicate that you registered [redacted] via...
our website on March, 14th. Upon completing the registration you would
have received an EZPay Confirmation that would have shown the complete payment
schedule and a first payment draft date of April, 24th. On April, 18th we also sent an additional
reminder email notifying you that your first payment was scheduled for April,
24th. After review it does not appear
we received your mailed request for cancellation and we searched our phone
records for April, 15th, using the primary number on your account, but
could not locate any record of a call received on that date. Our records indicate we received the first
request for cancellation via email on April 24th. Below is a copy of the request received.[redacted] Sent: Sunday, April 24, 2016 5:11 PM To: Customer Service Subject: [redacted]I need to go ahead and cancel
this trip. I do not wish to be charged and the child has decided she does not
want to attend. Do not charge credit card. I have not received anything for
billing.[redacted] We responded
to your email on 4/25 at 10:05 EST confirming we had received your request for
cancellation and notifying you that your first payment had already had been
withdrawn, but we would ensure all future payments were stopped.Thank you for contacting
WorldStrides! This email is to confirm we have received your written request to
cancel your account. Since you were signed up for EZpay, for the automatic
payments, the first payment has already been charged on the account but I will
stop all future payments.We have
already begun the refund process and are providing a refund in the amount of
$150, the $199 payment we received minus the $49 non-refundable deposit. I will submit a request to have this refund
rushed. We certainly
hope that [redacted] is able to travel with WorldStrides in the future. Should you have any further questions or
concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this
correspondence as part of our response to the recent filing you made with the
Revdex.com (Case #: [redacted]) in Richmond.Sincerely, Jessica S[redacted]VP Customer
Service
Dear [redacted]:Thank you for contacting WorldStrides regarding your Son’saccount. It is my understanding that [redacted] was scheduled to accompany [redacted] on their upcoming trip to Florida. However, you recentlycancelled his account and continue to have some concerns regarding the amountof your...
refund.On May 27, 2014, when you registered online, you werepresented with and agreed to the [redacted] terms and Conditions. These terms andConditions provided a detailed explanation of the cancellation and refundpolicies. During the enrollment process, you chose not to enroll in the FullRefund Program which “protects your payments and provides a refund* minus FRPfee if you, the Program Leaders, school, or school’s administration needs tocancel at any time prior to departure for any reason.”Since you chose not to enroll in the Full refund Program, arefund in this instance would be processed according to the StandardCancellation Policy, which states:“This policy applies to participants who choose not to be enrolledin the Full Refund Program. Within seven calendar days following receipt ofyour registration confirmation or initial payment invoice (which is receivedfirst), you may cancel your WolrdStrides program and receive a full refund. Beyondthe seven day grace period, if you, the Program Leader, school, or schooladministration cancel, WorldStrides will retain 25% of the base trip price*(minimum charge of $120 if base trip price is $400 or more) if yourcancellation letter is postmarked more than 75 days prior to the group’sdeparture, 50% of the base trip price* if your cancellation letter ispostmarked 45 to 74 days prior to group’s departure, or 100% of the base tripprice* if your cancellation letter is postmarked 44 days or less prior to group’sdeparture.”The trip price is for this program after your SpringDiscount, was $2649. Cancellation notice was received on December 13, 2014,which was beyond the seven day grace period, but more than 75 days prior to thegroup’s departure date. Therefore, pursuant to the Terms and Conditions,WolrdStirdes retains 25% of the base trip price, which in this case would be$622.25. Payments received on the account total $1,783.00. This amount minusthe $49.00 non-refundable deposit, cancellation and handling fees, results in arefund in the amount of $1,035.75.I am very sorry for the inconvenience and dissatisfactionthis situation has caused you. However, I do hope this explanation helps toanswer your questions regarding your refund amount.Should you have any further questions or concerns, pleasefeel free to contact me directly at [redacted]. We will be providing a copy ofthis correspondence as part of our response to the recent filing your made withthe Revdex.com (Case#:[redacted]) in Richmond.Sincerely,[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I am still not satified with the response. I fill misled in they offer a Full Refund program, and I am not getting a full refund. I understand the $49 and $179 fees even though I don't have any terms as they say I do. They want to keep $96 in handling fees and I don't understand what they handled. I played all my payments electronicly. I have a small business and if I offered a full refund I would give it or I wouldn't be in business long because word would get out of my decptive practices.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
Dear [redacted]Thank you for contacting WorldStrides regarding your daughter's account. It is my understanding that[redacted] is scheduled to accompany [redacted] on their upcoming trip to [redacted] andthat you have some concerns regarding the fees associated with her account.On...
November 19, 2014, when you registered online, you were presented with and agreed to certain Terms & Conditions. Those Terms & Conditions provided a detailed explanation of the Full Refund Program, which protects your payments and provides a refund minus the Full Refund Program fee and nonrefundabledeposit if you, the Program Leader. school. or school's administration needed to cancel at any time prior to departure for any reason, as well as the fees associated with this program.The Terms & Conditions further explain payment plan options, handling fees and [ate fees which may be associated with your account. You chose to spread your payments out into instillments rather than enroll in the EZ Pay program for payment. As explained in the Terms & Conditions and noted on your invoices, "Ifyou choose to follow the installment payment plan, WorldStrides charges a $6 non-refundable handling fee on each installment payment following your registration, except the initial deposit and the final payment.,However,pursuant to your conversation with our Customer Service Department on January, 19, 2015, wehave made an exception on the account and waived all handling and late fees. Further, as directed, wehave removed the Full Refund Program and associated fees. Total payment has been received and [redacted]'saccount is paid in full.I apologize for the inconvenience and dissatisfaction this situation has caused you. However, I amconfident that [redacted] will have an extraordinary experience on her upcoming trip,Should you have any further questions or concerns, please feel free to contact me directly at [redacted]We will be providing a copy of this correspondence as part of our response to the recent filing youmade with the Revdex.com [redacted] in Richmond.
We are in receipt of your complaint filed with the RevDex.com regarding unwanted sales phone calls.I have spoken with the [redacted] and we have
specifically placed [redacted] on a “no call” status.I apologize for the inconvenience and frustration this
matter has...
caused you.You should not receive any further phone calls from World Strides
Education Travel Specialists. However, if you do, please feel free to contact
me directly at [redacted] or [redacted] for handling. We will be
providing a copy of this correspondence as a part of our response to the recent
filing you made with the Revdex.com (case
#[redacted]) in Richmond.Sincerely,[redacted]
[redacted]We are in receipt of the above referenced complaint filed with the Revdex.com.Unfortunately, your correspondence did not provide enough information for us to conduct anyresearch regarding the issue. Due to the fact that you are not in our system as a participant...
orresponsible party and no account specific information was provided, we are unable to locate yourson’s account.If you can provide more detail, such as your son’s name and trip number, cr, and/orschool name, I would be happy to research this matter further.However, the information you received from our customer service department is correct.WorldStrides takes the privacy of our customer information very seriously and we do not discusscustomer accounts with anyone other than the responsible party who set up the account and signedthe Terms & Conditions with WorldStrides.I am very sorry for the inconvenience and frustration this situation has caused you. However, I dohope that you understand these policies have been put in place so that we can provide a safe andsecure experience to our customers during every aspect of our business.Should you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recentfiling you made with the Revdex.com (Case #:[redacted]) in Richmond.Sincerely, [redacted]
Dear
Ms. [redacted],Thank
you for contacting WorldStrides regarding your son’s accounts. It is my understanding that Michael was scheduled
to accompany [redacted] on their upcoming trip to the Florida
Keys on June 21st, but you had to cancel the trip.It
is my understanding...
that after speaking with our Customer Service Manager, Amy
C[redacted], we were able to work together
to resolve all outstanding concerns and you received all monies due to you through
your bank. Thank you also for your
feedback on how we can improve clarity around out Terms & Conditions
language, as this will allow us to strengthen our service to future
customers. We will be providing a copy
of this correspondence as part of our response to the recent filing you made
with the Revdex.com (Case #: [redacted]) in Richmond.Sincerely, [redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Due to their extreme delay in responding, we have resolved the issue ourselves and am only accepting the resolution because it was taken care of over a month ago without [redacted] assistance. I do find it yet again dissatisfactory that they took so long to acknowledge this request. I am truly disappointed and disgusted by the way our group was treated by this company.
[redacted]
Thank
you for contacting WorldStrides regarding your daughter’s account. It is my understanding that Megan was
scheduled to accompany [redacted] on their upcoming trip to Paris,
the Riviera and Italy. However, in
November you cancelled her account and continue to have...
some concerns regarding
your refund. On
February 13th, 2015, when you registered online, you were presented
with and agreed to the attached Terms & Conditions. These Terms & Conditions provided a
detailed explanation of the cancellation and refund policies. During the enrollment process, you chose to
enroll in the Cancellation Protection Plus (CPP) Program which provides for a
refund of “all program fee payments in excess of non-refundable fees.”The Terms and Conditions detail the
program, in part, as follows:“The Cancellation Protection Plus
(CPP) Program Benefits: At each participant’s option and for an additional
fee of $25/day, participants can receive the following additional benefits
beyond the insurance coverage included in the Program Fee and described above:a)
You may cancel for any reason and all Program Fee payments in excess of
Non-Refundable Fees will be refunded. If that reason is covered by the included
Travel Insurance, the Travel Insurance policy will pay a portion and
International Discovery Tours will refund the remainder. If you cancel
for any other reason, your refund will be paid in the form of fully
transferable travel vouchers for amounts of up to $1,500 with all remaining
amounts refunded in cash. To receive this benefit you must have made all
scheduled Program Fee payments. Vouchers must be used for travel on an
International Discovery program in either of the following two years. Some
restrictions apply.”On 11/23 you contacted our Customer
Service Team to discuss the cancellation process and refund amount and were
informed you would receive a refund of $500 voucher
and $2794.08 in the form of a check. At
that time we reviewed the Terms and Conditions with you and also sent a copy of
the travel insurance brochure (underwritten by ACE, American Insurance Company). We strive to be transparent in our Terms
& Conditions of travel. We require
that each participant acknowledge and accept the Terms and Condition prior to registration;
copies of our Terms and Conditions are also available on our website & the
travel insurance brochure is listed in the documents section of the My Trip portal
for registered travelers. We processed
the cancellation and initiated the refund on 11/25.I
apologize for the inconvenience and dissatisfaction this situation has caused you. The $500
voucher can be used in the next two years for travel and is fully transferrable
to another traveler during that time period.
We are always disappointed when a student is unable to travel with us,
but we hope that Megan is in a position to travel with WorldStrides in the
future.Should
you have any further questions or concerns, please feel free to contact me
directly at [redacted]
We will be providing a copy of this correspondence as part of our
response to the recent filing you made with the Revdex.com (Case #: [redacted]) in Richmond.Sincerely,
[redacted]Vice
President Customer Support
Dear
Mr. [redacted],Thank
you for contacting WorldStrides regarding your and your daughter’s accounts. It is my understanding that you and Kayde
were scheduled to accompany [redacted] on their upcoming trip
to [redacted], but on February 16th you cancelled both...
account
and continue to have some concerns regarding your refund. On
May 15th, 2015 when you registered online, you were presented with
and agreed to certain Terms & Conditions.
Those Terms & Conditions provided a detailed explanation of the
cancellation policy, fees, and the refund policies, as well as the $49
non-refundable deposit and information regarding the Full Refund Program
Fee. During the enrollment process, you enrolled
in the Full Refund Program which would protect your payments and provide a
refund minus the Full Refund Program fee, non refundable fees, and
non-refundable deposit if you, the Program Leader, school, or school’s
administration needed to cancel at any time prior to departure for any
reason. Below is the exact language from
our Terms & Conditions.Full Refund Program (FRP) Benefits: If you cancel beyond the seven day
grace period, the Full Refund Program protects your payments and provides a
refund*, less the FRP fee and Non-Refundable Fees, if you, the
Program Leader, school, or school’s administration need to cancel at any time
prior to departure for any reason. Enrollment in this program can be completed
during the registration process and is optional. If elected, the additional fee
for the program will be added to the trip price on your first invoice. The FRP
fee is based on the trip price stated in your trip information letter.The
amount you were refunded was the amount you had paid in $939 minus your $49 deposit
on each account, the cost of the cost full refund program $179 on each account,
and a $96 in monthly account handling
fees ($48 per account). At the time of
account cancellation we waived all of the late fees from both accounts as a
courtesy, so those would not negatively impact your refund amount.I
hope that this explanation addresses your concerns and that [redacted] is able to
travel with WorldStrides in the future. Should
you have any further questions or concerns, please feel free to contact me
directly at [redacted]. We will be
providing a copy of this correspondence as part of our response to the recent
filing you made with the Revdex.com (Case #: [redacted])
in Richmond.Sincerely, [redacted]VP
Customer Service
Dear [redacted] Thank you for contactingWorldStrides regarding your daughter'saccount. It is my understandingthat[redacted]was scheduled to accompany [redacted] on their trip to [redacted] departing March 15,2015. However, the trip was recently cancelled...
and you havesomeconcerns regardingyour refund.Unfortunately, this tripwas cancelled by Four Points Middle Schoolbecause there were less thanfive individuals signedup to travel. WorldStrides made an attemptto accommodate students with adesire to travel by offeringthem the opportunity to travel with our New WorldsEmerge Division,which allowsfor individual registration. We do appreciate the concernregarding this option andunderstand the decisionnot to accept.On September17, 2014, when you registered online, youwere presented with and agreed to certainTerms & Conditions.Those Terms & Conditions provided a detailed explanationof the cancellationand refund policies. Duringthe enrollment process, youchose not to enroll in the Full RefundProgram which"protects your payments and provides a refund*minus the FRP fee if you, theProgram Leader, school, orschool 's administration need to cancelat any time prior to departure forany reason.''Since you chosenot to enroll in the Full Refund Program, a refund in this instance wouldbeprocessed accordingto the Standard Cancellation Policy, which states:This policyapplies to participants who choose not to be enrolledin theFull RefundProgram. Within seven calendar days followingreceipt ofyour registrationconfirmation or initial paymentinvoice (whichever isreceived first),you may cancel your WorldStridcs program and receivea fullrefund. Beyond the seven day grace period, if you. the ProgramLeader, school, orschool administration cancel, WorldStrides will retain25% ofthe basetrip price* (minimum charge of$120 if base trip priceis $400 or more) ifyour cancellation letter is postmarked more than 75days priorto the group's departure, 50% of the base trip price* if yourcancellation letteris postmarked 45 to 74 daysprior to group's departure,or I00% of the base trip price* if yourcancellation letter is postmarked44 days or less prior to group's departure."However, giventhe circumstances of this situation.WorldStrides has made an exception andcancelled youraccount as if you had elected to enroll in the Full Refund Program. We have alsowaived all handlingand late fees associated with your account.Payments receivedfrom you total $2,008.00. This amount minusthe $99.00 non-refundable depositand $199.00 Full Refund Program Fee, results in arefund in the amount of$ I, 710.00. Refunds areprocessed in the samemanner in which they were received. Therefore.this amount will be refundedto the creditcard used for payment on the account.I apologize for the inconvenienceand dissatisfaction this situation has causedyou and do hope that[redacted]is in aposition to travel with WorldStrides in thefuture.Should you haveany further questions or concerns, please feel free to contactme directly at [redacted]
[redacted] We willbe providing a copy of this correspondenceas part of our response to the recentfiling you made with the Revdex.com (Case#: I[redacted]) in Richmond.
Good Afternoon, Ms. [redacted]. I hope this email finds you well. We have received notice of the above referenced complaint filed with the Revdex.com. I apologize for the delay in my response to this matter. Please also accept my apologies for the difficulties you...
experienced in trying to reach our Customer Support Team during the month of January. Unfortunately, due to a customer outreach program we ran during this time, we experienced an unusually high volume of calls which led to unacceptably long waiting periods for customers. In researching this matter, I have been informed that the 2015 trip previously planned was cancelled by the program leader and that WorldStrides is currently working with him to plan an exciting new trip for 2016. It is my understanding that each participant registered for the 2015 trip has been provided a full refund. Please do let me know if you have not received your refund and I will follow up with the [redacted] to determine the status. Thanks so much. Have a great day. [redacted]
[redacted]
WorldStrides made an exception for this customer due to their personal situation. We contacted Ms. [redacted] by phone on 10/25/16 and informed her that we would be giving her a refund minus the $99.00 deposit. She was happy with the resolution and informed us that she would close the...
complaint with Revdex.com. Please let me know if you need more information. Thanks.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]
Dear
Ms. [redacted]Thank
you for contacting WorldStrides regarding your son’s account. It is my understanding that [redacted] was scheduled
to accompany [redacted] on their upcoming trip to Washington,
D.C., but on January 12th you cancelled his account and continue to have...
some
concerns regarding your refund. On
October 21st when you registered online, you were presented with and
agreed to certain Terms & Conditions.
Those Terms & Conditions provided a detailed explanation of the
cancellation policy, fees, and the refund policies, as well as the $99
non-refundable deposit and information regarding the Full Refund Program
Fee. During the enrollment process, you enrolled
in the Full Refund Program which would protect your payments and provide a
refund minus the Full Refund Program fee, non refundable fees, and
non-refundable deposit if you, the Program Leader, school, or school’s
administration needed to cancel at any time prior to departure for any
reason. Full Refund Program (FRP) Benefits: If you cancel beyond the seven day
grace period, the Full Refund Program protects your payments and provides a
refund*, less the FRP fee and Non-Refundable Fees, if you, the
Program Leader, school, or school’s administration need to cancel at any time prior
to departure for any reason. Enrollment in this program can be completed during
the registration process and is optional. If elected, the additional fee for
the program will be added to the trip price on your first invoice. The FRP fee
is based on the trip price stated in your trip information letter.The
amount you were refunded ($239) was the amount you had paid in $453 minus your
deposit $99, the cost of the cost full refund program $109, and a $6 in an account
handling fees. It does appear that there
was a delay in processing your refund and we will provide an additional refund
in the amount of $6 to waive the handling fee you were charged, bringing your
total refund received to $245.I
hope that this explanation addresses your concerns and that [redacted] is able to
travel with WorldStrides in the future. Should
you have any further questions or concerns, please feel free to contact me
directly at [redacted] We will be
providing a copy of this correspondence as part of our response to the recent
filing you made with the Revdex.com (Case #: [redacted])
in Richmond.Sincerely, [redacted]VP
Customer Service
[A default letter is provided here which indicates...
your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
Dear Ms. [redacted],Thank you
for contacting WorldStrides regarding your accounts. After review it does appear that there was a
processing error that resulted in you not receiving the full refund amount on
your accounts. Due to the cancellation
of this trip we are refunding you for all...
funds paid into your account and we
have begun the immediate process of issuing those credits. That refund will be provided via the method
received, so all of your donors will receive their refunds directly to their
credit cards.I apologize
for any inconvenience and I thank you for bringing this to our attention so we
could resolve. We certainly
hope that [redacted] is able to travel with WorldStrides in the future. Should you have any further questions or
concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of this
correspondence as part of our response to the recent filing you made with the
Revdex.com (Case #: [redacted]) in Richmond.Sincerely, [redacted]
Dear Ms. [redacted]: Thank you for your additional response. You are correct that the $100 you paid in additional to the base trip price was to add an additional night to your program in order to combine with another group because the trip price would have increased due to the group having less than 35 full-paying participants. The trip price quoted is based on the cost of the program between 35 participants. The cost of the program between 14 participants. as you can imagine, would be more substantial. In researching this matter, it does appear that after combining groups there were more than 35 full-paying pa1ticipants. Unfortunately, due to cancellations and/or no shows the amount of participants traveling fell short. WorldStrides made an exception to the Terms & Conditions in order to minimize the small group fee charged and reduced the fee to $40 for each participant. However, I do understand your frustration with this situation. I have discussed this further with the Vice President of Account Management and have been authorized to waive the small group fee for all participants who traveled on this program. Your refund in the amount of $40 will be processed and forwarded to you at the address above. Again, I do apologize for the dissatisfaction this situation has caused you and hope that [redacted] is in a position to travel with WorldStrides in the future. Should you have any further questions or concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of this correspondence as part of our response to the recent tiling you made with the Revdex.com (Case#: [redacted]) in Richmond.
Dear Ms. [redacted]:We are very sorry to hear about [redacted] 's medical condition. Please accept our sincere apologies forthe issues you have experienced with your account.Given your situation. we are making an exception and providing you with a full refund, including theregistration fees .In addition to...
the check you have received in the amount of $315.25, a check in the amount of$534.75 will be processed and forwarded to your attention at the address above for a total refund of$850.Again. I apologize for the inconvenience and dissatisfaction this situation has caused you andcertainly hope that [redacted] health improves quickly.Should you have any further questions or concerns. please feel free to contact me directly at [redacted]. We will be providing a copy of this correspondence as part of our response to the recentfiling you made with the Revdex.com (Case#: [redacted]) in Richmond.Sincerely.[redacted]
Dear Ms. [redacted],Thank you
for contacting WorldStrides regarding your daughter’s accounts. It is my understanding that [redacted] was scheduled
to accompany [redacted] on their upcoming trip to [redacted] Our records
indicate that you registered [redacted] via...
our website on March, 14th. Upon completing the registration you would
have received an EZPay Confirmation that would have shown the complete payment
schedule and a first payment draft date of April, 24th. On April, 18th we also sent an additional
reminder email notifying you that your first payment was scheduled for April,
24th. After review it does not appear
we received your mailed request for cancellation and we searched our phone
records for April, 15th, using the primary number on your account, but
could not locate any record of a call received on that date. Our records indicate we received the first
request for cancellation via email on April 24th. Below is a copy of the request received.[redacted] Sent: Sunday, April 24, 2016 5:11 PM To: Customer Service Subject: [redacted]I need to go ahead and cancel
this trip. I do not wish to be charged and the child has decided she does not
want to attend. Do not charge credit card. I have not received anything for
billing.[redacted] We responded
to your email on 4/25 at 10:05 EST confirming we had received your request for
cancellation and notifying you that your first payment had already had been
withdrawn, but we would ensure all future payments were stopped.Thank you for contacting
WorldStrides! This email is to confirm we have received your written request to
cancel your account. Since you were signed up for EZpay, for the automatic
payments, the first payment has already been charged on the account but I will
stop all future payments.We have
already begun the refund process and are providing a refund in the amount of
$150, the $199 payment we received minus the $49 non-refundable deposit. I will submit a request to have this refund
rushed. We certainly
hope that [redacted] is able to travel with WorldStrides in the future. Should you have any further questions or
concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this
correspondence as part of our response to the recent filing you made with the
Revdex.com (Case #: [redacted]) in Richmond.Sincerely, Jessica S[redacted]VP Customer
Service
Dear [redacted]:Thank you for contacting WorldStrides regarding your Son’saccount. It is my understanding that [redacted] was scheduled to accompany [redacted] on their upcoming trip to Florida. However, you recentlycancelled his account and continue to have some concerns regarding the amountof your...
refund.On May 27, 2014, when you registered online, you werepresented with and agreed to the [redacted] terms and Conditions. These terms andConditions provided a detailed explanation of the cancellation and refundpolicies. During the enrollment process, you chose not to enroll in the FullRefund Program which “protects your payments and provides a refund* minus FRPfee if you, the Program Leaders, school, or school’s administration needs tocancel at any time prior to departure for any reason.”Since you chose not to enroll in the Full refund Program, arefund in this instance would be processed according to the StandardCancellation Policy, which states:“This policy applies to participants who choose not to be enrolledin the Full Refund Program. Within seven calendar days following receipt ofyour registration confirmation or initial payment invoice (which is receivedfirst), you may cancel your WolrdStrides program and receive a full refund. Beyondthe seven day grace period, if you, the Program Leader, school, or schooladministration cancel, WorldStrides will retain 25% of the base trip price*(minimum charge of $120 if base trip price is $400 or more) if yourcancellation letter is postmarked more than 75 days prior to the group’sdeparture, 50% of the base trip price* if your cancellation letter ispostmarked 45 to 74 days prior to group’s departure, or 100% of the base tripprice* if your cancellation letter is postmarked 44 days or less prior to group’sdeparture.”The trip price is for this program after your SpringDiscount, was $2649. Cancellation notice was received on December 13, 2014,which was beyond the seven day grace period, but more than 75 days prior to thegroup’s departure date. Therefore, pursuant to the Terms and Conditions,WolrdStirdes retains 25% of the base trip price, which in this case would be$622.25. Payments received on the account total $1,783.00. This amount minusthe $49.00 non-refundable deposit, cancellation and handling fees, results in arefund in the amount of $1,035.75.I am very sorry for the inconvenience and dissatisfactionthis situation has caused you. However, I do hope this explanation helps toanswer your questions regarding your refund amount.Should you have any further questions or concerns, pleasefeel free to contact me directly at [redacted]. We will be providing a copy ofthis correspondence as part of our response to the recent filing your made withthe Revdex.com (Case#:[redacted]) in Richmond.Sincerely,[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I am still not satified with the response. I fill misled in they offer a Full Refund program, and I am not getting a full refund. I understand the $49 and $179 fees even though I don't have any terms as they say I do. They want to keep $96 in handling fees and I don't understand what they handled. I played all my payments electronicly. I have a small business and if I offered a full refund I would give it or I wouldn't be in business long because word would get out of my decptive practices.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
Dear [redacted]Thank you for contacting WorldStrides regarding your daughter's account. It is my understanding that[redacted] is scheduled to accompany [redacted] on their upcoming trip to [redacted] andthat you have some concerns regarding the fees associated with her account.On...
November 19, 2014, when you registered online, you were presented with and agreed to certain Terms & Conditions. Those Terms & Conditions provided a detailed explanation of the Full Refund Program, which protects your payments and provides a refund minus the Full Refund Program fee and nonrefundabledeposit if you, the Program Leader. school. or school's administration needed to cancel at any time prior to departure for any reason, as well as the fees associated with this program.The Terms & Conditions further explain payment plan options, handling fees and [ate fees which may be associated with your account. You chose to spread your payments out into instillments rather than enroll in the EZ Pay program for payment. As explained in the Terms & Conditions and noted on your invoices, "Ifyou choose to follow the installment payment plan, WorldStrides charges a $6 non-refundable handling fee on each installment payment following your registration, except the initial deposit and the final payment.,However,pursuant to your conversation with our Customer Service Department on January, 19, 2015, wehave made an exception on the account and waived all handling and late fees. Further, as directed, wehave removed the Full Refund Program and associated fees. Total payment has been received and [redacted]'saccount is paid in full.I apologize for the inconvenience and dissatisfaction this situation has caused you. However, I amconfident that [redacted] will have an extraordinary experience on her upcoming trip,Should you have any further questions or concerns, please feel free to contact me directly at [redacted]We will be providing a copy of this correspondence as part of our response to the recent filing youmade with the Revdex.com [redacted] in Richmond.
We are in receipt of your complaint filed with the RevDex.com regarding unwanted sales phone calls.I have spoken with the [redacted] and we have
specifically placed [redacted] on a “no call” status.I apologize for the inconvenience and frustration this
matter has...
caused you.You should not receive any further phone calls from World Strides
Education Travel Specialists. However, if you do, please feel free to contact
me directly at [redacted] or [redacted] for handling. We will be
providing a copy of this correspondence as a part of our response to the recent
filing you made with the Revdex.com (case
#[redacted]) in Richmond.Sincerely,[redacted]
[redacted]We are in receipt of the above referenced complaint filed with the Revdex.com.Unfortunately, your correspondence did not provide enough information for us to conduct anyresearch regarding the issue. Due to the fact that you are not in our system as a participant...
r, and/orschool name, I would be happy to research this matter further.However, the information you received from our customer service department is correct.WorldStrides takes the privacy of our customer information very seriously and we do not discusscustomer accounts with anyone other than the responsible party who set up the account and signedthe Terms & Conditions with WorldStrides.I am very sorry for the inconvenience and frustration this situation has caused you. However, I dohope that you understand these policies have been put in place so that we can provide a safe andsecure experience to our customers during every aspect of our business.Should you have any further questions or concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this correspondence as part of our response to the recentfiling you made with the Revdex.com (Case #:[redacted]) in Richmond.Sincerely, [redacted]
orresponsible party and no account specific information was provided, we are unable to locate yourson’s account.If you can provide more detail, such as your son’s name and trip number, c
Dear
Ms. [redacted],Thank
you for contacting WorldStrides regarding your son’s accounts. It is my understanding that Michael was scheduled
to accompany [redacted] on their upcoming trip to the Florida
Keys on June 21st, but you had to cancel the trip.It
is my understanding...
that after speaking with our Customer Service Manager, Amy
C[redacted], we were able to work together
to resolve all outstanding concerns and you received all monies due to you through
your bank. Thank you also for your
feedback on how we can improve clarity around out Terms & Conditions
language, as this will allow us to strengthen our service to future
customers. We will be providing a copy
of this correspondence as part of our response to the recent filing you made
with the Revdex.com (Case #: [redacted]) in Richmond.Sincerely, [redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Due to their extreme delay in responding, we have resolved the issue ourselves and am only accepting the resolution because it was taken care of over a month ago without [redacted] assistance. I do find it yet again dissatisfactory that they took so long to acknowledge this request. I am truly disappointed and disgusted by the way our group was treated by this company.
[redacted]
Thank
you for contacting WorldStrides regarding your daughter’s account. It is my understanding that Megan was
scheduled to accompany [redacted] on their upcoming trip to Paris,
the Riviera and Italy. However, in
November you cancelled her account and continue to have...
some concerns regarding
your refund. On
February 13th, 2015, when you registered online, you were presented
with and agreed to the attached Terms & Conditions. These Terms & Conditions provided a
detailed explanation of the cancellation and refund policies. During the enrollment process, you chose to
enroll in the Cancellation Protection Plus (CPP) Program which provides for a
refund of “all program fee payments in excess of non-refundable fees.”The Terms and Conditions detail the
program, in part, as follows:“The Cancellation Protection Plus
(CPP) Program Benefits: At each participant’s option and for an additional
fee of $25/day, participants can receive the following additional benefits
beyond the insurance coverage included in the Program Fee and described above:a)
You may cancel for any reason and all Program Fee payments in excess of
Non-Refundable Fees will be refunded. If that reason is covered by the included
Travel Insurance, the Travel Insurance policy will pay a portion and
International Discovery Tours will refund the remainder. If you cancel
for any other reason, your refund will be paid in the form of fully
transferable travel vouchers for amounts of up to $1,500 with all remaining
amounts refunded in cash. To receive this benefit you must have made all
scheduled Program Fee payments. Vouchers must be used for travel on an
International Discovery program in either of the following two years. Some
restrictions apply.”On 11/23 you contacted our Customer
Service Team to discuss the cancellation process and refund amount and were
informed you would receive a refund of $500 voucher
and $2794.08 in the form of a check. At
that time we reviewed the Terms and Conditions with you and also sent a copy of
the travel insurance brochure (underwritten by ACE, American Insurance Company). We strive to be transparent in our Terms
& Conditions of travel. We require
that each participant acknowledge and accept the Terms and Condition prior to registration;
copies of our Terms and Conditions are also available on our website & the
travel insurance brochure is listed in the documents section of the My Trip portal
for registered travelers. We processed
the cancellation and initiated the refund on 11/25.I
apologize for the inconvenience and dissatisfaction this situation has caused you. The $500
voucher can be used in the next two years for travel and is fully transferrable
to another traveler during that time period.
We are always disappointed when a student is unable to travel with us,
but we hope that Megan is in a position to travel with WorldStrides in the
future.Should
you have any further questions or concerns, please feel free to contact me
directly at [redacted]
We will be providing a copy of this correspondence as part of our
response to the recent filing you made with the Revdex.com (Case #: [redacted]) in Richmond.Sincerely,
[redacted]Vice
President Customer Support
Dear
Mr. [redacted],Thank
you for contacting WorldStrides regarding your and your daughter’s accounts. It is my understanding that you and Kayde
were scheduled to accompany [redacted] on their upcoming trip
to [redacted], but on February 16th you cancelled both...
account
and continue to have some concerns regarding your refund. On
May 15th, 2015 when you registered online, you were presented with
and agreed to certain Terms & Conditions.
Those Terms & Conditions provided a detailed explanation of the
cancellation policy, fees, and the refund policies, as well as the $49
non-refundable deposit and information regarding the Full Refund Program
Fee. During the enrollment process, you enrolled
in the Full Refund Program which would protect your payments and provide a
refund minus the Full Refund Program fee, non refundable fees, and
non-refundable deposit if you, the Program Leader, school, or school’s
administration needed to cancel at any time prior to departure for any
reason. Below is the exact language from
our Terms & Conditions.Full Refund Program (FRP) Benefits: If you cancel beyond the seven day
grace period, the Full Refund Program protects your payments and provides a
refund*, less the FRP fee and Non-Refundable Fees, if you, the
Program Leader, school, or school’s administration need to cancel at any time
prior to departure for any reason. Enrollment in this program can be completed
during the registration process and is optional. If elected, the additional fee
for the program will be added to the trip price on your first invoice. The FRP
fee is based on the trip price stated in your trip information letter.The
amount you were refunded was the amount you had paid in $939 minus your $49 deposit
on each account, the cost of the cost full refund program $179 on each account,
and a $96 in monthly account handling
fees ($48 per account). At the time of
account cancellation we waived all of the late fees from both accounts as a
courtesy, so those would not negatively impact your refund amount.I
hope that this explanation addresses your concerns and that [redacted] is able to
travel with WorldStrides in the future. Should
you have any further questions or concerns, please feel free to contact me
directly at [redacted]. We will be
providing a copy of this correspondence as part of our response to the recent
filing you made with the Revdex.com (Case #: [redacted])
in Richmond.Sincerely, [redacted]VP
Customer Service