WorldStrides has decided to make an exception and convert our [redacted] voucher into a check. This check will be mailed out within the next 10 business days. There was some confusion between our agent and Ms. [redacted]. I called Ms. [redacted] and apologized for the confusion and her bad...
experience and informed her that we were making an exception. She is very happy with the resolution and she is going to follow-up with Revdex.com about her complaint and let you know that she is satisfied. Please let me know if you need more information. Thanks
Dear Ms. [redacted]: Thank you for contacting World trides regarding your son· account. It is my under tanding that [redacted] accompanied [redacted] on their recent trip to Washington, D.C. and that you feel misled regarding the small group adjustment for this...
trip. Upon regisrration, you were presented with and agreed to certain Terms & Condition . These Terms & Conditions clearly stale that the ·'price quoted is based upon a minimum number of travelers·· and that "the price is also subject to adju tment if the minimum enrollment is not met''. The Registration Letter, which was provided to you by the Program Leader. clearly states that the trip price was based on 35 full-paying participants. As you are probably aware, fourteen full-paying participants accompanied the Program Leader on this trip. Therefore, the price of the trip was adjusted accordingly pursuant to the Terms & Conditions for each of the traveling full-paying participants. I am very sorry to hear about your dissatisfac1ion with the customer service you r.eceived and appreciate your feedback regarding the same. I do apologize for the frustration this situation has caused you. However, we are unable to waive the small group adjustment as requested on your account as this was a valid charge and was applied for all tra eling full-paying participants. I do hope that you can understand our position and trust that [redacted] had a wonderful experience while traveling with WorldStrides. Should you have any further questions or concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of thi correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted]) in Richmond.
Dear Ms. [redacted], Thank you for contacting WorldStrides regarding your son's account. It is my understanding [redacted] was scheduled to accompany Stem Magnet School on their upcoming trip to Florida but the account was cancelled and you continue to have some concerns regarding your...
refund. On May 12, 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 declined enrollment in the Full Refund Program which placed your account under our standard cancellation policy. Standard Cancellation Policy: This policy applies to participants who choose 11 01 to be enrolled in the Full Refund Program. Within seven calendar days following receipt of your registration confirmation or initial payment invoice (whichever is received first), you may cancel your WorldStrides program and receive a.full refund. Beyond the seven day grace period, if you, the Program Leader, school, or school administration canal, WorldStrides will retain 25% if the hase trip price• (minimum charge of $120 if hase trip price is $400 or more) ifyour cancellation lefter is postmarked more rhan 75 days prior to the group's departure, 50% of the base trip price* if your cancellation letter is postmarked 45 to 74 days prior to group 's departure. nr I 00% nf the hase trip price* if your cancellation letter is postmarked 44 days or less prior to group's departure. Upon review we could not locate any emails or submitted web forms from you requesting cancellation of the account and one contact via phone on 6/14. We did attempt to contact you via email on 3/11 and an outbound call on 3/ 17 as your account was at risk of cancellation. If we had received your cancellation notification earlier than 45 days it would not have changed the refund amount as the total payments into the account was less than 25% of the base trip price. 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, Jessica S[redacted] VP Customer Service
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Below was the email I sent to the company in response: Jessica S[redacted]
Thank you for responding. No, this is NOT the way that the contract is lead for the consumer to believe. Nor is it even what I was told yesterday; one rude rep, two supervisors.
I've been told multiple things. One which I understand a $99.00 deposit. FINE. I understand that $99.00 goes to the total balance of the trip. Key word "total balance." I was told I would get a refund for the 80% (your company said 75% just yesterday). I was given a figure two different dates $386.00. The supervisor even acknowledged that that's what I was quoted. That amount didn't make sense then, neither does the 312.00.
At this point this is 3 hours+, 5 states away and more trouble than it should've been. She doesn't go to the school and we do not live in the state. I give you the 75%. This makes up for the $99.00 deposit. If I don't get the proper refund, I'm continuing with the Revdex.com Complaint.
Thank you,
[redacted]
Account Service Representative
Commercial Services
[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
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]
[redacted]
Dear Ms. [redacted], Thank you for contacting WorldStrides regarding your son's account, it was a pleasure speaking to you today. Upon review there was an internal error that resulted in you not receiving your full refund due. We apologize for the inconvenience. The total refund...
due to you is $238.00, which we will process this Tuesday back to your [redacted] card on file. I hope this satisfies your outstanding concerns and thank you for working with us to resolve this matter. I hope that Ryan 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 Saha VP Customer Service
Dear Ms. Lee: Thank you for contacting WorldStrides regarding your son's account. It is my understanding that [redacted] recently accompanied [redacted] to [redacted]. and you have some concerns regarding the trip. I appreciate your patience as I researched this...
matter. I have found that this group of 45 participants traveling from [redacted] was scheduled, at the request of the Program Leader from [redacted], to fly out of [redacted] on May 31. 2015. Unfortunately, there were flight delays due to the terrible weather conditions this region was experiencing at the time. WorldStrides worked cJosely w]th the Program Leader to evaluate the situation and secure a new flight plan for the group as diligently as possible. Unfortunately. [redacted]'s airport did not have a lot of options for a group of this size, which made booking additional flights challenging. It was our understandjng that the Program Leader was in direct contact with parents while the WorldStrides Tour Central team continued to assist with this matter. WorldStrides secured additional accommodations, to include transfer buses. hotel rooms, an outing to [redacted], and compensated for all meals during the group's delay at no added cost to the participants. Additionally, WorldStrides forfeited funds used to secure accommodations previously arranged for the group that were nonrefundable and unused due to the group being delayed by the weather. Please let me assure you that our first priority is always the safety of our program pru.ticipants. Staff at our Tour Central offices in [redacted]., [redacted], and New York City are available 24 hours a day via phone. These trained professionals are prepared to answer your questions and handle emergencies that may arise at any time. As WorldStrides has almost 300,000 participants traveling a year to destinations throughout the United States and the world. the Tour Central offices are designed to focus on vital situations affecting the safety of our participants during the tour rather than refund and customer support issues. Those issues are handled by our Customer Support team during normal business hours. [ am sorry to hear about your dissatisfaction with our Customer Support team's availability, but certainly hope that you can understand the necessity to handle situations in this manner. Although WorldStrides had no control over the acts of God that caused the delays for your son's group and we believe this situation was handled to the best of our ability in direct communication with the Program Leader, we do recognize that this caused you an inconvenience and dissatisfaction. Therefore, as a matter of good faith, we have authorized a refund in the amount of $200 on [redacted] account. Refunds are processed in the manner in which payment was received. Your refund check was processed on June 29, 2015. Again, I apologize for the frustration this situation has caused you and do hope that [redacted] is in a position to travel with WorldStrides again 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. [redacted] Paralegal/HR Assistant
Thank you for sharing Ms. [redacted] concerns about her son’s recent trip to the Inauguration with WorldStrides. We are sorry to hear that aspects of the trip did not meet her satisfaction and we appreciate her feedback and opportunity to address her concerns. Our WorldStrides team worked...
closely with the Lindsay O[redacted] the Program Leader for [redacted] to insure the best decisions were made for the entire tour group. Based on the conversations we had with the Program Leader regarding the itinerary changes, we have decided to refund each participant $[redacted].**. Our WorldStrides team has reached out to the Butlers on several occasions regarding their concerns. January 20th – Our WorldStrides Tour Central office in [redacted] shared the below series of events with the [redacted]: 5:30AM – [redacted] departs for the 7th Street entrance to the Inauguration 11:30AM – WorldStrides Course Leader suggests that the four groups move to another entrance location because of the long line. Lindsay O[redacted] along with two other groups agree that was the best decision. The participants from [redacted] feel behind and was unable to keep up with the other groups. Lindsay O[redacted] recognized this and instructed her students to stop and watch the Inauguration on their phones because she knew they would not make it to the gate. On Jan 26, 2017, at 12:42 PM, Leslie W[redacted] <[redacted]> wrote: Ms. [redacted] Thank you for contacting WorldStrides and for taking the time to express your concerns about [redacted] recent [redacted] trip. Unfortunately, due to security concerns, there were unanticipated traffic delays and closings of previously designated access points to the [redacted] and other locations that caused delays and usage of alternate routes. WorldStrides works closely with our Program Leaders to make the experience positive and enjoyable. Due to circumstances beyond our control, protestors and traffic delays, adjustments had to be made to itineraries with the consent of our Program Leaders. In light of these mishaps WorldStrides is refunding back to you $[redacted] of the trip price. We understand that you cannot put a price on memories or experience, your feedback is invaluable and will help our planners to improve overall trip experience. On Jan 26, 2017, at 12:42 PM, Leslie W[redacted] <[redacted]> wrote: Ms. [redacted] Thank you for contacting WorldStrides and for taking the time to express your concerns about [redacted] recent [redacted] trip. Unfortunately, due to security concerns, there were unanticipated traffic delays and closings of previously designated access points to the [redacted] and other locations that caused delays and usage of alternate routes. WorldStrides works closely with our Program Leaders to make the experience positive and enjoyable. Due to circumstances beyond our control, protestors and traffic delays, adjustments had to be made to itineraries with the consent of our Program Leaders. In light of these mishaps WorldStrides is refunding back to you $[redacted] of the trip price. We understand that you cannot put a price on memories or experience, your feedback is invaluable and will help our planners to improve overall trip experience. We are sorry that in this instance we did not meet travel expectations. Should you have any further questions regarding this complaint, please feel free to contact the WorldStrides Team at 800-[redacted]. Thank you Amy C[redacted] Financial Services Manager Revdex.com Case Number - [redacted]
WorldStrides has reviewed all correspondence with Mrs. [redacted] and determined that the information provided to Mrs. [redacted] was correct and supported in our terms and conditions. We have decided to make an exception and provide a partial refund of $[redacted] of the deposit to assist their...
family situation. The below email was sent to Mrs. [redacted] yesterday to notify her of our decision. The refund will be processed within the next 4 to 6 weeks.Mrs. [redacted],My name is Amy C[redacted] and I’m a Senior Financial Services Manager at WorldStrides. I understand that you and your family registered for a June 2018 trip in September but had to cancel due to unforeseen events in October. During the registration process you paid the required deposit of $[redacted] on each account. Below is detailed information on our standard cancellation policy which states that WorldStrides retains $[redacted] and non-refundable fees if you decide to cancel after registration. During the conversation with our WorldStrides’ representative on October 6th there was discussion of our seven-day grace period. In order to be eligible for a full refund under our grace period, WorldStrides should have received your cancellation notice by September 14, 2017. We will not be able to issue a full refund at this time. However, we have reviewed the conversations between you and our Customer Service team and have decided to make an exception and refund half of the deposit on each account. We understand from your conversation that you and your family are experiencing unfortunate circumstances and we hope that this exception will assist you in a resolution. Standard Cancellation Policy: For those participants who choose not to be enrolled in the Cancellation Protection Plus Program, the following cancellation terms apply after the seven-day grace period after registration: Cancellation Date (Number of days before trip departure) WorldStrides retains: 180+ days $300 and Non-Refundable Fees 110-179 days $500 and Non-Refundable Fees 45-109 days 50% of base trip price and Non-Refundable Fees 44 days or less 100% of base trip price and Non-Refundable Fees The Standard Cancellation Policy is based on the originally scheduled trip dates. This policy does not apply in the event of WorldStrides’ bankruptcy, insolvency, or cessation of business.
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 want this company to be more professional.
1. I canceled 2/4 and did not receive a check until last week 4/13. It's not hard to refund electronically. The same way they took my money, they should have refunded.2. I didn't receive a check a refund until after I'd gotten in touch with Revdex.com. Yet I'm charged $89.3. Why should I have to pay $89. for a Full Refund Program, when they're keeping the initial deposit of $99. So I'm out $207. and all I received is a $19. t-shirt. 4. Their secretary answers the phone and connects you to someone whose never there.
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]
[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]
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]
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 $**.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.
WorldStrides has investigated the request from Mr. and Mrs. [redacted] and we have found the misapplied payment. We have applied the payment of $[redacted] to [redacted]'s account. We apologize for the mistake and difficulties the [redacted] have experienced and have...
decided to reverse their payment plan fees. The below email was sent to the [redacted] yesterday informing them of our resolution. I first want to apologize for the time it took us to resolve your issue in researching the missing payment of $[redacted] that was made towards [redacted]s 2017 WorldStrides trip. We were, unfortunately, at the mercy of one our payment processing vendors, and just received confirmation from them this week. Because this issue was no fault of yours and we would like to make it up to you, we have refunded any fees on the account that are typically associated with the Advantage Payment Plan. After the $[redacted] was applied and the APP fees were reversed, a $[redacted] credit was generated on the account, and you will be receiving a refund in the form of a check mailed to the address that we have on file ([redacted]). It appears that one of our Customer Service Representatives reached out to you yesterday and left you a voicemail to confirm that the payment was found and applied to the account. We wanted to also follow-up with you via email as we understand that a claim has been filed through the Revdex.com. If this issue has been resolved successfully to your satisfaction, please reply back to this email and confirm this with us as well as the Revdex.com. Please also confirm with us that we have your most updated mailing address on file for refund purposes. I, again, want to stress our sincere apologies for the delay and inconvenience. We look forward to hearing from you.
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.As I stated in my original complaint, the fact that the trip was rescheduled BY THE SCHOOL was out of my control. Had the school scheduled it correctly in the first place, I would have never signed up because my child will not be available on the rescheduled date. Again, this was out of my control. However, instead of cancelling the original trip and starting a new one, which would have given everyone a refund and the option to opt out of the new trip, they rescheduled the trip WITHOUT NOTICE, causing me to have to cancel my son's trip individually and lose my deposit. Furthermore, I was never informed that I would also lose the "full refund program" fee. The only fee that was labeled "non-refundable" was the deposit of $99.Therefore, the company's offer to refund the $6 handling fee does not satisfy me. I am owed at least $115 and I really believe I should be refunded everything since the rescheduling issue was out of my control in the first place.
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].Good morning- I have accepted the resolution...but will accept once I receive my refund that is due to me...hope you understand...thank you!
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
We have reviewed Ms. [redacted] account history and communications with our Customer Service team. The attached letter including invoices for both of her accounts were mailed to Ms. [redacted] today regarding our conclusion. The letter outlines her payment history and an explanation of the Full...
Refund Program and accrued charges. We hope that Ms. [redacted] and her daughter are able to travel with us in the future.Thanks
WorldStrides has decided to make an exception and convert our [redacted] voucher into a check. This check will be mailed out within the next 10 business days. There was some confusion between our agent and Ms. [redacted]. I called Ms. [redacted] and apologized for the confusion and her bad...
experience and informed her that we were making an exception. She is very happy with the resolution and she is going to follow-up with Revdex.com about her complaint and let you know that she is satisfied. Please let me know if you need more information. Thanks
Dear Ms. [redacted]: Thank you for contacting World trides regarding your son· account. It is my under tanding that [redacted] accompanied [redacted] on their recent trip to Washington, D.C. and that you feel misled regarding the small group adjustment for this...
trip. Upon regisrration, you were presented with and agreed to certain Terms & Condition . These Terms & Conditions clearly stale that the ·'price quoted is based upon a minimum number of travelers·· and that "the price is also subject to adju tment if the minimum enrollment is not met''. The Registration Letter, which was provided to you by the Program Leader. clearly states that the trip price was based on 35 full-paying participants. As you are probably aware, fourteen full-paying participants accompanied the Program Leader on this trip. Therefore, the price of the trip was adjusted accordingly pursuant to the Terms & Conditions for each of the traveling full-paying participants. I am very sorry to hear about your dissatisfac1ion with the customer service you r.eceived and appreciate your feedback regarding the same. I do apologize for the frustration this situation has caused you. However, we are unable to waive the small group adjustment as requested on your account as this was a valid charge and was applied for all tra eling full-paying participants. I do hope that you can understand our position and trust that [redacted] had a wonderful experience while traveling with WorldStrides. Should you have any further questions or concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of thi correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted]) in Richmond.
Dear Ms. [redacted], Thank you for contacting WorldStrides regarding your son's account. It is my understanding [redacted] was scheduled to accompany Stem Magnet School on their upcoming trip to Florida but the account was cancelled and you continue to have some concerns regarding your...
refund. On May 12, 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 declined enrollment in the Full Refund Program which placed your account under our standard cancellation policy. Standard Cancellation Policy: This policy applies to participants who choose 11 01 to be enrolled in the Full Refund Program. Within seven calendar days following receipt of your registration confirmation or initial payment invoice (whichever is received first), you may cancel your WorldStrides program and receive a.full refund. Beyond the seven day grace period, if you, the Program Leader, school, or school administration canal, WorldStrides will retain 25% if the hase trip price• (minimum charge of $120 if hase trip price is $400 or more) ifyour cancellation lefter is postmarked more rhan 75 days prior to the group's departure, 50% of the base trip price* if your cancellation letter is postmarked 45 to 74 days prior to group 's departure. nr I 00% nf the hase trip price* if your cancellation letter is postmarked 44 days or less prior to group's departure. Upon review we could not locate any emails or submitted web forms from you requesting cancellation of the account and one contact via phone on 6/14. We did attempt to contact you via email on 3/11 and an outbound call on 3/ 17 as your account was at risk of cancellation. If we had received your cancellation notification earlier than 45 days it would not have changed the refund amount as the total payments into the account was less than 25% of the base trip price. 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, Jessica S[redacted] VP Customer Service
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Below was the email I sent to the company in response: Jessica S[redacted]
Thank you for responding. No, this is NOT the way that the contract is lead for the consumer to believe. Nor is it even what I was told yesterday; one rude rep, two supervisors.
I've been told multiple things. One which I understand a $99.00 deposit. FINE. I understand that $99.00 goes to the total balance of the trip. Key word "total balance." I was told I would get a refund for the 80% (your company said 75% just yesterday). I was given a figure two different dates $386.00. The supervisor even acknowledged that that's what I was quoted. That amount didn't make sense then, neither does the 312.00.
At this point this is 3 hours+, 5 states away and more trouble than it should've been. She doesn't go to the school and we do not live in the state. I give you the 75%. This makes up for the $99.00 deposit. If I don't get the proper refund, I'm continuing with the Revdex.com Complaint.
Thank you,
[redacted]
Account Service Representative
Commercial Services
[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
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]
[redacted]
Dear Ms. [redacted], Thank you for contacting WorldStrides regarding your son's account, it was a pleasure speaking to you today. Upon review there was an internal error that resulted in you not receiving your full refund due. We apologize for the inconvenience. The total refund...
due to you is $238.00, which we will process this Tuesday back to your [redacted] card on file. I hope this satisfies your outstanding concerns and thank you for working with us to resolve this matter. I hope that Ryan 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 Saha VP Customer Service
Dear Ms. Lee: Thank you for contacting WorldStrides regarding your son's account. It is my understanding that [redacted] recently accompanied [redacted] to [redacted]. and you have some concerns regarding the trip. I appreciate your patience as I researched this...
matter. I have found that this group of 45 participants traveling from [redacted] was scheduled, at the request of the Program Leader from [redacted], to fly out of [redacted] on May 31. 2015. Unfortunately, there were flight delays due to the terrible weather conditions this region was experiencing at the time. WorldStrides worked cJosely w]th the Program Leader to evaluate the situation and secure a new flight plan for the group as diligently as possible. Unfortunately. [redacted]'s airport did not have a lot of options for a group of this size, which made booking additional flights challenging. It was our understandjng that the Program Leader was in direct contact with parents while the WorldStrides Tour Central team continued to assist with this matter. WorldStrides secured additional accommodations, to include transfer buses. hotel rooms, an outing to [redacted], and compensated for all meals during the group's delay at no added cost to the participants. Additionally, WorldStrides forfeited funds used to secure accommodations previously arranged for the group that were nonrefundable and unused due to the group being delayed by the weather. Please let me assure you that our first priority is always the safety of our program pru.ticipants. Staff at our Tour Central offices in [redacted]., [redacted], and New York City are available 24 hours a day via phone. These trained professionals are prepared to answer your questions and handle emergencies that may arise at any time. As WorldStrides has almost 300,000 participants traveling a year to destinations throughout the United States and the world. the Tour Central offices are designed to focus on vital situations affecting the safety of our participants during the tour rather than refund and customer support issues. Those issues are handled by our Customer Support team during normal business hours. [ am sorry to hear about your dissatisfaction with our Customer Support team's availability, but certainly hope that you can understand the necessity to handle situations in this manner. Although WorldStrides had no control over the acts of God that caused the delays for your son's group and we believe this situation was handled to the best of our ability in direct communication with the Program Leader, we do recognize that this caused you an inconvenience and dissatisfaction. Therefore, as a matter of good faith, we have authorized a refund in the amount of $200 on [redacted] account. Refunds are processed in the manner in which payment was received. Your refund check was processed on June 29, 2015. Again, I apologize for the frustration this situation has caused you and do hope that [redacted] is in a position to travel with WorldStrides again 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. [redacted] Paralegal/HR Assistant
Thank you for sharing Ms. [redacted] concerns about her son’s recent trip to the Inauguration with WorldStrides. We are sorry to hear that aspects of the trip did not meet her satisfaction and we appreciate her feedback and opportunity to address her concerns. Our WorldStrides team worked...
closely with the Lindsay O[redacted] the Program Leader for [redacted] to insure the best decisions were made for the entire tour group. Based on the conversations we had with the Program Leader regarding the itinerary changes, we have decided to refund each participant $[redacted].**. Our WorldStrides team has reached out to the Butlers on several occasions regarding their concerns. January 20th – Our WorldStrides Tour Central office in [redacted] shared the below series of events with the [redacted]: 5:30AM – [redacted] departs for the 7th Street entrance to the Inauguration 11:30AM – WorldStrides Course Leader suggests that the four groups move to another entrance location because of the long line. Lindsay O[redacted] along with two other groups agree that was the best decision. The participants from [redacted] feel behind and was unable to keep up with the other groups. Lindsay O[redacted] recognized this and instructed her students to stop and watch the Inauguration on their phones because she knew they would not make it to the gate. On Jan 26, 2017, at 12:42 PM, Leslie W[redacted] <[redacted]> wrote: Ms. [redacted] Thank you for contacting WorldStrides and for taking the time to express your concerns about [redacted] recent [redacted] trip. Unfortunately, due to security concerns, there were unanticipated traffic delays and closings of previously designated access points to the [redacted] and other locations that caused delays and usage of alternate routes. WorldStrides works closely with our Program Leaders to make the experience positive and enjoyable. Due to circumstances beyond our control, protestors and traffic delays, adjustments had to be made to itineraries with the consent of our Program Leaders. In light of these mishaps WorldStrides is refunding back to you $[redacted] of the trip price. We understand that you cannot put a price on memories or experience, your feedback is invaluable and will help our planners to improve overall trip experience. On Jan 26, 2017, at 12:42 PM, Leslie W[redacted] <[redacted]> wrote: Ms. [redacted] Thank you for contacting WorldStrides and for taking the time to express your concerns about [redacted] recent [redacted] trip. Unfortunately, due to security concerns, there were unanticipated traffic delays and closings of previously designated access points to the [redacted] and other locations that caused delays and usage of alternate routes. WorldStrides works closely with our Program Leaders to make the experience positive and enjoyable. Due to circumstances beyond our control, protestors and traffic delays, adjustments had to be made to itineraries with the consent of our Program Leaders. In light of these mishaps WorldStrides is refunding back to you $[redacted] of the trip price. We understand that you cannot put a price on memories or experience, your feedback is invaluable and will help our planners to improve overall trip experience. We are sorry that in this instance we did not meet travel expectations. Should you have any further questions regarding this complaint, please feel free to contact the WorldStrides Team at 800-[redacted]. Thank you Amy C[redacted] Financial Services Manager Revdex.com Case Number - [redacted]
WorldStrides has reviewed all correspondence with Mrs. [redacted] and determined that the information provided to Mrs. [redacted] was correct and supported in our terms and conditions. We have decided to make an exception and provide a partial refund of $[redacted] of the deposit to assist their...
family situation. The below email was sent to Mrs. [redacted] yesterday to notify her of our decision. The refund will be processed within the next 4 to 6 weeks.Mrs. [redacted],My name is Amy C[redacted] and I’m a Senior Financial Services Manager at WorldStrides. I understand that you and your family registered for a June 2018 trip in September but had to cancel due to unforeseen events in October. During the registration process you paid the required deposit of $[redacted] on each account. Below is detailed information on our standard cancellation policy which states that WorldStrides retains $[redacted] and non-refundable fees if you decide to cancel after registration. During the conversation with our WorldStrides’ representative on October 6th there was discussion of our seven-day grace period. In order to be eligible for a full refund under our grace period, WorldStrides should have received your cancellation notice by September 14, 2017. We will not be able to issue a full refund at this time. However, we have reviewed the conversations between you and our Customer Service team and have decided to make an exception and refund half of the deposit on each account. We understand from your conversation that you and your family are experiencing unfortunate circumstances and we hope that this exception will assist you in a resolution. Standard Cancellation Policy: For those participants who choose not to be enrolled in the Cancellation Protection Plus Program, the following cancellation terms apply after the seven-day grace period after registration: Cancellation Date (Number of days before trip departure) WorldStrides retains: 180+ days $300 and Non-Refundable Fees 110-179 days $500 and Non-Refundable Fees 45-109 days 50% of base trip price and Non-Refundable Fees 44 days or less 100% of base trip price and Non-Refundable Fees The Standard Cancellation Policy is based on the originally scheduled trip dates. This policy does not apply in the event of WorldStrides’ bankruptcy, insolvency, or cessation of business.
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 want this company to be more professional.
1. I canceled 2/4 and did not receive a check until last week 4/13. It's not hard to refund electronically. The same way they took my money, they should have refunded.2. I didn't receive a check a refund until after I'd gotten in touch with Revdex.com. Yet I'm charged $89.3. Why should I have to pay $89. for a Full Refund Program, when they're keeping the initial deposit of $99. So I'm out $207. and all I received is a $19. t-shirt. 4. Their secretary answers the phone and connects you to someone whose never there.
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]
[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]
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]
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 $**.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.
WorldStrides has investigated the request from Mr. and Mrs. [redacted] and we have found the misapplied payment. We have applied the payment of $[redacted] to [redacted]'s account. We apologize for the mistake and difficulties the [redacted] have experienced and have...
decided to reverse their payment plan fees. The below email was sent to the [redacted] yesterday informing them of our resolution. I first want to apologize for the time it took us to resolve your issue in researching the missing payment of $[redacted] that was made towards [redacted]s 2017 WorldStrides trip. We were, unfortunately, at the mercy of one our payment processing vendors, and just received confirmation from them this week. Because this issue was no fault of yours and we would like to make it up to you, we have refunded any fees on the account that are typically associated with the Advantage Payment Plan. After the $[redacted] was applied and the APP fees were reversed, a $[redacted] credit was generated on the account, and you will be receiving a refund in the form of a check mailed to the address that we have on file ([redacted]). It appears that one of our Customer Service Representatives reached out to you yesterday and left you a voicemail to confirm that the payment was found and applied to the account. We wanted to also follow-up with you via email as we understand that a claim has been filed through the Revdex.com. If this issue has been resolved successfully to your satisfaction, please reply back to this email and confirm this with us as well as the Revdex.com. Please also confirm with us that we have your most updated mailing address on file for refund purposes. I, again, want to stress our sincere apologies for the delay and inconvenience. We look forward to hearing from you.
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.As I stated in my original complaint, the fact that the trip was rescheduled BY THE SCHOOL was out of my control. Had the school scheduled it correctly in the first place, I would have never signed up because my child will not be available on the rescheduled date. Again, this was out of my control. However, instead of cancelling the original trip and starting a new one, which would have given everyone a refund and the option to opt out of the new trip, they rescheduled the trip WITHOUT NOTICE, causing me to have to cancel my son's trip individually and lose my deposit. Furthermore, I was never informed that I would also lose the "full refund program" fee. The only fee that was labeled "non-refundable" was the deposit of $99.Therefore, the company's offer to refund the $6 handling fee does not satisfy me. I am owed at least $115 and I really believe I should be refunded everything since the rescheduling issue was out of my control in the first place.
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].Good morning- I have accepted the resolution...but will accept once I receive my refund that is due to me...hope you understand...thank you!
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
We have reviewed Ms. [redacted] account history and communications with our Customer Service team. The attached letter including invoices for both of her accounts were mailed to Ms. [redacted] today regarding our conclusion. The letter outlines her payment history and an explanation of the Full...
Refund Program and accrued charges. We hope that Ms. [redacted] and her daughter are able to travel with us in the future.Thanks