Nova Tours & Travel

I am looking for acknowledgement of the disastrous trip that our students paid for and experienced, and I am also looking for an explanation about how this can continue to happenPerhaps our students deserve a partial refund for this trip as well

Hi [redacted], I want to apologize for the delay....

We have worked with your school for several years and this is the first [redacted]e I heard ofa complaint.I have been in contact with Ruth regarding these issues and waiting for her response. On the May 14-15 trip this is thefirst [redacted]e we heard about that issue with Ruth and Todd said he had a great trip. With the May 24-25, from theinformation I gathered dropping off Ruth while your group was attending the Fenway Park Tour, didn't affect the tour ordelay the departing [redacted]e. I wasn't on the tour and this is the information Ruth and the bus company gave me.As for the payments. According to our contract with your school, we require final payment 30 days prior to departure,we never received payment until after the trip returned. That is not customary in the travel business. We don't payvendors until we receive payment from the group, but since the trip departed without payment, we made every attemptto pay vendors prior to arrival.Also without payment, Nova Tours cannot confirm reservations as well.We work with the Boston tour guide for developing itineraries, the closing of the Harvard Campus was unannounced tous. There is no admission fee for that or reservation required.I will discuss your concerns with Donna and Ruth and will offer you a credit for any upcoming trips.Sincerely,[redacted]othy [redacted]President Nova Tours and TravelHi [redacted],I will be making changes to our policies and procedures so this will not happen again.Please accept my apologizes. I like to hear all concerns and want to keep my customers happy.I would like to work with you to resolve the issues.Sincerely, [redacted]othy [redacted]