Worldstrides

Review: I have been trying to get my refund 2MONTHS after we started making payments after $549 payment we received a refund for 254.00. I was told a few times when I called asking questions about your program and the refund program that we would not get the 49.00 back if we chose to cancel. I understand and AGREED TO ONLY THAT. I have been trying to get my refund (-the $49.00 non refundable deposit) since April. No response to numerous emails, or call backs when I have requested someone to call me, during this time from April-July I was charged Handling fees/ late fees. I am requesting the remaining $246.00 to be refunded. There are other complaints of the same issue on Revdex.com and various sites.Desired Settlement: Refund of

Business

Response:

Dear Ms. [redacted] Thank you for contacting WorldStrides regarding your daughter's account. It is my understanding that [redacted] was scheduled to accompany [redacted] on their upcoming trip to Iceland in June of 2017, but you cancelled his account and continue to have some concerns regarding your refund. On February 25 th, 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 optional 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: Ify ou cancel beyond the seven day grace period, the Full Refund Program protects your payments and provides a ref und*, less the FRP fee and Non-Refundable Fees, ify ou, 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 f ee 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 initial amount you were refunded ($254) was the amount you had paid in $549 minus your deposit $49, the cost of the cost full refund program $219, and a $27 in an account handling fees/late fees. Our Customer Service did waive the additional handling/late fees on your account in August, bringing your total refund to $281. We have only retained the deposit amount and the cost of the full refund program that you purchased. 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 Saha VP Customer Service

Review: Last year we signed out son up to go on a class trip to Florida. We paid the sign up and made several payments towards the trip. As the trip grew closer we realized that financially we could no longer afford to send him, I sent an email to Worldstrides telling them we needed to cancel and they never responded. A month or so later I sent a second email telling them we would like to cancel again no response. I immediately sent another this time they said I need to trip number and account number before they would respond. I didn't have this information so I had to try to locate it. Again I sent am email cancelling the trip...no response. I then sent am email asking for my money back again no response. Today I called the 1-800 number and was told no refund would be issued that I had paid 349.00 and 49.00 they keep automatically and they 300.00 wont be returned because I cancelled with in 45 days of the trip. Had they responded to my first 2 emails it would have been prior to the 45 days. I think it is by design they don't answer emails when people are cancelling so they don't have to refund the money. I think this extortion they were not out any of this money since my sons trip was not paid in full they obviously knew he was not going to attend. Lastly when I called today they didn't need the trip number of account number to talk to me.Desired Settlement: I would like my 300.00 back, or proof that they paid this money to anyone for my son to not attend this trip.

Business

Response:

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

Review: Between October to December 2015 I enrolled & paid in full for my daughter [redacted] to attend a class trip to [redacted]. After the payment in full was made, 6 weeks later I found out that we were moving & have moved to Minn. I cancelled the trip in Feb and was advised that after I submitted an email, I'd get a refund for 80% 386.00 in 7-10 bus days by check. That rep was "[redacted]." I did not. I called back and that gentleman advised that I would get that refund in 4-6 weeks and that it was scheduled to be refunded to the debit card I used; further said that it was scheduled for the week of March 21st. His name unknown.

I get the refund 312.00 today. I called, the 1st gentleman (name unknown) I spoke to said that its 75%. He said that this is a matter of 5%. I said that this is a matter of all the misleading conversations and even at 75%, the amount is wrong. He stated not according to his math? At this point, I asked for a supervisor, I got Jessica L[redacted] out of VA - she said that it was 75% because they keep the $99.00 as well. She said that this is also stated and did offer to send me the contract. I said that Im looking at it and it states that the 99.00 goes toward the 565.00 total. In the event that its cancelled before the final payment the 99.00 isn't refundable. But I did pay it in full. She agreed. I asked for another higher up, I got Leslie W[redacted] in VA. I went thru all this & advised that the math is STILL off. She said that there were even more fees that they deduct. Not stated. She "threatened" to pull the tapes of the conversations to prove that I was not misquoted. I agreed because I know that at least 2 reps agreed that 386.00 is the amount I WAS TO GET! 565.00 at even 75% = $423.75. That's more than the deposit. Bottom line all the amount, policies, etc. have been different & their reps are extremely rude. Pull the calls!Desired Settlement: I received the $312.00 - I want the difference that makes up the 423.75!

Business

Response:

[redacted]RE: [redacted]Dear

Ms. [redacted],Thank

you for contacting WorldStrides regarding your daughter’s account. It is my understanding that [redacted] was scheduled

to accompany [redacted] on their upcoming trip to [redacted], but

on February 18th you cancelled his account and continue to have some concerns

regarding your refund. On

October 13th 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 declined

enrollment in the Full Refund Program which placed your account under our

standard cancellation policyThe

amount you were refunded ($312.75) was 75% of your initial trip cost ($549)

minus the non-refundable deposit of $99.$549.00

* 75% = $411.75$411.75

- $99.00 = $312.75I

have reviewed every call that occurred between yourself and our customer

service team as well as the initial email reply that was sent when you

initiated your cancellation. In every

instance you were quoted the proper refund time of 4-6 weeks and you were told

we would retain 75% of trip the price. There

were no conversations in which the amount of $386 was quoted or agreed to. In your email initiating cancellation, after

your first conversation with [redacted], you requested the amount of $312.75,

which aligns with the information you were provided. I have included a copy of that email for

reference. After review of the calls I

did not hear any behavior that was discourtesy and each associate attempted to

answer all the questions you had about the account. I am sorry if we failed to meet your service

expectations.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 (434) 951-8455.

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]

Consumer

Response:

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,

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,

Account Service Representative

Commercial Services

Review: I signed my son up for a trip to Washington DC which was originally scheduled for June 2016. The school did not have enough people signed up, so without asking permission, they rescheduled the trip for June 2017. However, we are moving and my son will not be able to go on the trip in June 2017. Despite this, the school refused to address my concerns and neither did Worldstrides. They allegedly issued a refund, minus a $99 deposit, $109 for joining the full refund program, and a $6 handling fee (which I never was charged until the account switched over due to the rescheduling). I expected only the $99 to be retained because that is the only portion they advertised as "non-refundable". I had individuals donate to my son's trip and there is barely enough of a refund to reimburse their payments.

Furthermore, I received confirmation of my cancellation on January 14, 2016 and Worldstrides stated my refund would be processed in 4-6 weeks. It was never processed so on February 24, 2016, I emailed customer service and was told it would be another 1-2 weeks. After pointing out the date promised in their original email, they sent a refund check on February 26, 2016 (allegedly) in the amount of $239.

The amounts paid to them were $99 deposit, $179 payment by me, $100 payment by donor, $50 payment by donor, and $25 payment by donor. They allegedly are refunding me $239.

Like I told Worldstrides, this experience went from an exciting anticipation of a once in a lifetime experience for my child to a nightmare. In hindsight, I'm glad he's not going because if this is the service I get involving accounts, imagine the service while my son is 20 hours away from home.Desired Settlement: It would be nice to receive a full refund since it was the school who rescheduled and caused my cancellation, but I would settle for a full refund minus the $99 deposit, since that is all that was clearly advertised in the brochure and during the initial presentation.

Business

Response:

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

Consumer

Response:

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.

Review: March 2015, I paid a $49 non-refundable fee to save a spot for my daughter to go with her school to DC on their spring break at the end of March 2016. I was told to register online and that I would only lose the $49 non-refundable fee if we decided to cancel the trip. September 2015, after making $1,145 in payments towards the trip cost, we had to cancel the trip due to an uncontrollable circumstance. When I called to cancel, I was told by WorldStrides that they would send a refund of the amount paid less 25% of the cost of the trip. It was my understanding that we would only lose the $49 non-refundable fee. WorldStrides said I signed a contract regarding their refund policy and that I would have had to additionally purchase the full refund program insurance of $219 to be eligible for the refund of additional monies. We cancelled five months in advance, prior to WorldStrides making any reservations (ie airfare, hotel room, show tickets) which was confirmed by the school's program leader. After speaking with a couple customer service reps that continually repeated WorldStrides policy, I asked to speak with the manager. The manager said she would see what she could do and call me back. She did call back leaving a message that I will be sent my refund less the 25%. I've tried to contact her since then and have left numerous messages for her to call me back; no response. A couple weeks later, I received the refund check, just a check; no cover letter or any explanation justifying the calculation of the refund which was less than expected. I received a refund in the amount of $493.25 while Worlstrides retained $651.75 (25% of the trip plus handling fees?) They were not out any money at the point of cancellation and most certainly did not "earn" their 25% cut.Desired Settlement: Refund of $1,145 (amount paid towards trip)

Business

Response:

Dear Ms. [redacted]:Thank you for contacting WorldStrides regarding your daughter's account. It is my understanding that[redacted] was scheduled to accompany [redacted] on their upcoming trip toWashington, D.C. However you have recently cancelled her account and continue to have some concernsregarding your refund.On March 30th when you registered online, you were presented with and agreed to certain Terms &Conditions. Those Terms & Conditions provided a detailed explanation of the cancellation and refundpolicies, as well as the $49 non-refundable deposit and information regarding the Full Refund ProgramFee. During the enrollment process, you declined to enroll in the Full Refund Program which wouldprotect your payments and provide a refund minus the Full Refund Program fee and non-refundabledeposit if you, the Program Leader, school, or school's administration needed to cancel at any time priorto departure for any reason.[redacted] is a screen shot of the online registration system which you would have been presented withupon registration. As you can see, in order to move forward with registration you would have had toagree to the Terms & Conditions.Please accept my apologies regarding the dissatisfaction you experienced with follow up to messages leftwith our Customer Service Team. We strive to provide timely communication to all of our customers andin acknowledgment that we did not meet your expectations we will waive the late fees on your accountand issue you an additional refund check in the amount of $101.00, bringing your total refund to $594.25.I hope that this explanation addresses your concerns and do hope that [redacted] is in a position to travelwith WorldStrides in the future[redacted]

[redacted]. We will be providing a copy of this correspondence as part of our response to the recent filing youmade with the Revdex.com (Case#: [redacted]) in Richmond.Sincerely,[redacted]

Review: I attended two seminars hosted by two different teachers at my child's school about a trip to Washington DC with World Strides. After the second, we decided to join up after we were told that ALL students were eligible for a considerable discount because the school was a free and reduced lunch school . We had the option of setting up an account online or by phone. We thought it would simplify things to do so online. We knew we were supposed to pay $99 down on the trip. It prompted us to sign up for "EZpay" to save money on our trip. After they got our backdraft, they sent us a statement that $280 was due in just 22 days!! We were totally unprepared for that amount since our semi-annual car insurance bill was also due at that time.

I called them to cancel within 2 weeks of signing up and they said they could take me off the EZpay schedule. Well, if it's so easy to get me off the EZpay schedule, why were we put on it in the first place?? According to their schedule we would also have to pay $280 in January, February and March with the balance due on April 6. The trip isn't until June and they require pay off more than two months in advance? We were also told we were not eligible for the discount because we had an income over $75,000 a year--for a family of 5 that isn't very much and hey did not take into consideration family size. Additionally, to withdraw from the trip had to be done in writing. I withdrew my child from the trip and they got a nice chunk of my money--$99-- for it. No refund even if you cancel within a month! Deceptive advertising material--nothing saying how soon the trip must be paid off. Plus now I am regularly sent spam mail by them. A real nightmare and I'm sure I'm not the only one.Desired Settlement: I am going to be honest and say I really feel like I should be eligible for a refund. I found their business to be deceptive. I also felt pressured to act by a certain time in order to be eligible for a discount that did not apply to me. On the phone I was surprised that they didn't offer financial assistance since it was promoted by their materials. Additionally, I would like them to change their promotional materials and what they tell the teachers that are chaperoning these trips. I feel the company is dishonest and I don't want anyone else to fall victim of this company.

Business

Response:

Dear Ms. [redacted]:Thank you for contacting WorldStrides

regarding your daughter’s account. It is

my understanding that [redacted] was scheduled to accompany [redacted] Middle School on

their upcoming trip to Washington, D.C.

however you cancelled her account in November and have concerns

regarding the online registration and payments process. On October 15th, 2015, during the online

registration process, you were presented with an option to sign up for our

EZPay automated payment option. This is

a voluntary payment option which is selected during the sign up process. This is our most popular payment option, but other

payment methods are available. Prior to automated payments being withdrawn

customers are sent a payment schedule for review and if there are any questions

or concerns they can contact Customer Service to discuss alternative payment

options. We have several flexible

payment options available to assist our parents’ individual needs. On

October 30th, 2015 you contacted our Customer Service Team and we

removed you from EZPay and offered to work with you on an alternative payment

option, but you declined and requested cancellation of the account. We provided instructions on how to cancel the

trip per our Terms and Conditions.[redacted] is a screen shot of the payment

selection screen and the Terms & Conditions acknowledgment. As you can see, in order to move forward with

registration you would have had to agree to the Terms & Conditions. Those Terms & Conditions provided a

detailed explanation of the cancellation and refund policies, as well as the

$99 non-refundable deposit.I apologize for the inconvenience and

dissatisfaction this situation has caused.

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]

Review: My son and I went on the [redacted] trip through my son's middle school yip id#[redacted] . To start off to many people for all the activities we were told to do. Ex. You put kids in a pool and give them 20 minutes..really.. ex. You feed my kid rice and beans and say it's a buffett..our leader [redacted] wad extremely inappropriate with several young people..oh and by the way the school you sent us on the kids bought and [redacted] in our group.. I have contacted there customer service 4 times with no avaul.. I want some sort of refund for my son and I... also I was stuck with another kid I had to babysit..this was for my son and i...Desired Settlement: 50% refund for son and I I know I need to pay for some

Business

Response:

Dear Mr. [redacted]:Thank you for contacting WorldStrides regarding your son's account. It is my understanding that[redacted] recently traveled with WorldStrides to [redacted] with you as his chaperone and you havesome concerns regarding events that took place during the program.I have also received the Revdex.com complaint recently filed and appreciate yourfeedback. Some of the information provided is extremely concerning and I would very much like toget additional information from you. Neither WorldStrides nor the Program Leader from[redacted] have any record of an event involving [redacted] on your trip andwe take those allegations very seriously. Please provide me with any and all information you have,including identifying information as to the individuals you witnessed being involved in this event, sothat we may investigate this matter further.Our records indicate that you requested to have another boy with your group room with you and yourson for economic reasons. We are very sorry to hear that the boy had disciplinary issues and that youfeel his behavior imposed on the quality of your trip.In researching the allegations of inappropriate comments made by the Course Leader during yourprogram, I did find that there was a comment made that may have been offensive to members of thegroup. We apologize for the dissatisfaction that this has caused you and assure you that theappropriate disciplinary actions will be taken.When traveling on a tour to an international location, the meals provided tend to be more in line withwhat is usual and customary to that venue. Rice and beans are customary to [redacted] and it is myunderstanding that they are offered with each meal. There are generally several other itemspresented to accommodate participants who prefer something other than the usual and customaryitems.The group you were traveling with was fairly large. This may have created a feeling of being rushed,long lines for buffets and an unsettled feeling with available meal options.Due to your dissatisfaction, as a good faith measure, we have made an exception to our Terms &Conditions and have provided you with a refund in the amount of$500. This refund is beingprocessed and a check will be forwarded to your attention very soon.I apologize for the inconvenience and frustration this situation has caused you, and do hope that youand/or [redacted] will be 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]

[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,

Review: We enrolled our child into their "Full Refund Program," which they acknowledged in an email. This program guarantees a full refund "no questions asked." We had to cancel our daughter's participation in the program and called to request our refund, minus the $49 non-refundable registration fee.

On 10/20/14, we contacted WorldStrides customer service to inform them of this. A representative informed me that we would not be receiving any money back from our full refund program because we had not paid enough into the program to get a refund. I thought this sounded preposterous because we had written confirmation from the company that we were enrolled. I figured this employee must be new or uninformed so I asked my husband to call. My husband, [redacted], father of the child enrolled) spoke to representative named [redacted] that same day who said if we were indeed entitled to a full refund of the $197 paid to date toward the cost of the trip. We faxed a confirmation letter to the company and received no response. However, I know they knew of our cancellation because they stopped sending us invoices at that time. 3 months later we have received no refund.

On 1/15/15, my husband called to follow up. He again received the answer that we had paid enough toward the trip to warrant a refund. He spoke to[redacted], allegedly a supervisor, at [redacted]. [redacted] said all calls were recorded so he would research the calls on 10/20/14 and call us back. We received no call back. So [redacted] called [redacted] again and asked for the update. [redacted] informed [redacted] that he had not found the recorded call of [redacted] confirming our full refund, but that even if he found it, that's not going to result in our refund. So confirming we were enrolled in the Full Refund Program, having a customer service person tell us we could expect the refund, then having a supervisor tell us despite that evidence, we would nor receive a refund, to me, smells like fraud. I have reviewed every communication from WorldStrides and NOWHERE do I see any dollar limit that must be reached before you can get your money back. [redacted] offered no signed contract or form showing us that we had acknowledged or agreed to any terms that set the limit that must be paid before you get a refund. We made a payment in good faith, based on the enrollment in the Full Refund Program. Traveler Name: ____ _____ [redacted] / Customer Account Number: [redacted]Desired Settlement: $197, the amount we paid toward the trip as part of the Full Refund Program. They can keep the $49 non-refundable deposit. I also want them to disclose any terms or limits to the Full Refund Program in all of their communications so that other families do not fall prey to the same tactics.

Business

Response:

Dear [redacted]Thank you for contacting WorldStrides regarding yourdaughter’s account. It is my understanding that [redacted] was scheduled toaccompany [redacted] on their upcoming trip to Washington D.C. However, yourecently cancelled her account and continue to have some concerns regardingyour refund.On May 31, 2014, when you registered online, you werepresented with and agreed to the attached terms and Conditions. These terms andConditions provide a detailed explanation of the cancellation and refund policies,as well as the $49 non-refundable deposit and Full refund Program Fee Duringthe enrollment process, you chose to enroll in the Full Refund Program whichwould protect your payments and provide a refund minus the Full refund Programfee and non-refundable deposit if you, the Program Leader, school, or school’sadministration needed to cancel at any time prior to departure for any reason.Pursuant to the terms and Conditions, the Full refund Program Fee for [redacted]trip was $219.00.As you are aware, payments received from you total $197.00. Thisamount minus the $49 non-refundable deposit and the $219 Full Refund Programfee would not result in a refund on the account.I apologize for the inconvenience and dissatisfaction thissituation has caused you. However, I do hope that this explanation addressesyour concerns regarding your account.Should you have any further questions or concerns, pleasefeel free to contact me directly at [redacted]. We will provide a copy of thiscorrespondence as part of our response to then recent filing you made with theRevdex.com (Case #: [redacted]) in Richmond.Sincerely,[redacted]

Consumer

Response:

I have reviewed the offer 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.

The representative from the company failed to address our concerns. In order to enroll in the program for automatic payments, the customer must accept the Terms & Conditions. These Terms and Conditions are then never referenced again, including in the confirmation letter. There is no mention of a dollar amount and no link to the Terms & Conditions in any of the confirmations or correspondence that follows. Further, the program is called the FULL REFUND PROGRAM, and this is deliberately misleading as there is no Full Refund offered. The company says to contact their customer service with questions, which we did. However, the representative fails to address why the company's customer service staff failed to reference these Terms & Conditions on 2 out of 3 calls. They did not offer to send us a copy and could not furnish any proof that we had signed any agreement to these Terms & Conditions. Further, the representative, who perhaps hopes to intimidate the customer with her title of "paralegal," fails to address our complaint that a customer service agent told us we would get the $197 back if we sent a letter. We sent the letter and got no reply at all. The supervisor referenced in the complaint never followed through with his investigation either. If they refuse to refund the $197, I suppose we will have to try our case in the court of social media and ensure the teacher, school, and district find another vendor going forward. I thank the Revdex.com for their assistance.

Regards,

Business

Response:

Good Afternoon, Ms.[redacted]. We have received your response and additional comments to the Revdex.com regarding this matter. Please let me assure you that we are not intentionally misleading or deceiving our customers. As previously noted, the Full Refund Program was outlined in detail in the Terms & Conditions accepted by you at the time of registration. Detailed invoices were mailed to you on 6/2/14, 7/14/14, 8/18/14, 9/15/14 and 10/16/14. You also had access to your account information through the MyTrip account you created upon registration. I understand your position and am sorry about your confusion regarding our Terms & Conditions. I would also like to offer my apologies for the delayed response from our Customer Support Team during the month of January. WorldStrides is proud to be the oldest, largest, and most trusted educational student travel organization in the nation. We maintain an A+ rating with the Revdex.com because we review and respond to every customer complaint with compassion and understanding. I have discussed this matter further with the CFO and was able to get authorization to make an exception so that we may provide you with a full refund, to include the $49 non-refundable deposit. I will speak with the [redacted] today and request that this refund be rushed to your attention. Please note that refunds are provided in the same manner in which they were received. Please let me know if you have any further questions or concerns. Thanks so much. Have a great day. [redacted]

Review: I took a school trip with my 4th grade child.

The total price set for each account was $738 on 8/23/13, as I had signed up for a quad room.

I made the final payment to each account on 1/11/14. The trip was in April, 2014.

On 3/4/14, double room charges ($68 per account) were put onto my account without my knowledge or consent. I received no notification of this, nor verification of any changes to the quad room I had signed up for. On the phone, the representative claimed that the school sent in a change, but when I asked for a copy of that correspondence, I received nothing.

I did not receive any notice of this until May 12th when my "monthly" invoice arrived via email. I have not been receiving monthly invoices and am not sure why this arrived a full month after the trip was taken.

I attempted to resolve this issue on the phone and was sent an email with a copy of the Travel Terms and Conditions. World Strides staff claimed these changes were covered under those. After reading them, I was unable to find exact language that covers this type of change made without my consent. I emailed World Strides customer service representative on 5/17/14 to request clarification and again, ask that these charges be reversed from my accounts. I have not received a response as of 5/26/14.Desired Settlement: I am requesting the charges ($136 total between the two accounts) are reversed. I paid my account in full on 1/11/14 and the charges put on after were done without my knowledge or consent.

Business

Response:

Dear [redacted]:

Thank you for contacting World Strides regarding your accounts. It is my understanding that you

and your daughter recently traveled with [redacted] and that you are

concerned about additional fees applied to your account due to your rooming assignments being

changed from quad occupancy to double occupancy.

Upon registration, you were presented with and agreed to certain Terms & Conditions. Those

Terms & Conditions contained information on additional charges which may be applied in the

event rooming changes were necessary due to group configuration and/or hotel availability.

However, we do understand the inconvenience this situation has caused you and have made an

exception on your accounts. The rooming charges on both accounts have been removed and both

accounts currently show a $0 balance due.

I apologize for the frustration this situation has caused you and do hope that you and/or [redacted]

are 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[redacted].

Review: I began paying for a trip for my son to go to [redacted] I paid extra money into a full refund program, in case he was unable to attend. Upon registering, I was told that I would be notified by email when payments were being taken out out of my account. I was not notified, however. One payment did not go through and I accrued $95.00 in fees. My son was not going to.attend the trip, so I called to cancel. A few weeks later I received a bill, so I called back. They did not receive my cancellation notice the first time, so.I proceeded to cancel again. The company stated that they would send the refund within 4-6 weeks. I received a letter close to 6 weeks later stating that $80 was refunded to my ex husbands credit card. I called my bank and we contacted the company together. The lady said that she could refund an additional $60 to my bank account, but out of the $370 paid, the rest was fees. I received another letter today, 5/20/14 stating that the $60 was again refunded to my ex husbands card. The total amount he paid toward the trip was $100. His refund total currently is $140. He has been refunded more on his card than he even paid toward the trip. The customer service advisor instructed me to attempt to get my ex husband to reimburse me . I asked to.speak to a[redacted], and she said she would send me to.voicemail.Desired Settlement: I want the money I paid toward the trip refunded. A total of $270.

Business

Response:

Dear [redacted]

----------

WORLD STRIDES·

Thank you for contacting WoridStrides regarding your son's account.

It is my understanding that

[redacted] was scheduled to accompany [redacted] on their

trip to [redacted].

However, you cancelled his account and continue to have some concerns

regarding the processing

and amount of your refund.

Upon registration you were presented with and agreed to certain

Terms & Conditions. Those

Terms & Conditions provided a detailed explanation of the $99

non-refundable deposit, as well

as the Full Refund Program Fee. You chose to enroll in the Full

Refund Program. Pursuant to

the Terms & Conditions, the Full Refund Program Fee for [redacted]'s trip was $89.00.

The Terms & Conditions further explain payment plan options, handling

fees and late fees which

may be associated with your account. You chose to enroll in the

** Pay program for payment.

Pursuant to this option, your payments were drafted

on November 11 , 2013 and December 25,

2013 . Our records indicate that emails were generated to you at [redacted]

from the [redacted] on November I, 2013 and December 18, 2013

reminding you of the

pending drafts. On January 13, 2014, the

December 25, 2013 payment was returned and a

$35.00 charge was applied to your account pursuant to the Terms & Conditions.

Due to the decline of this payment, your account was unenrolled

in the ** Pay program and an

invoice was generated on January 16,2014. As explained in the

Terms & Conditions,

"WorldStrides charges a $6 non-refundable handling fee on

each installment payment following

your registration, except the initial deposit

and the final payment."

In reviewing your account, I see that payments

received total $[redacted]. This amount less the

$99.00 non-refundable deposit, the $89.00 Full Refund

Program Fee, the $35.00 fee for the

declined payment and the $66.00 handling/late fees results in a

total refund in the amount of $**.

Refunds are processed in the manner in which the last payment was received.

Therefore, $80

was refunded to the[redacted] used for the last payment. After

speaking with you on May 13,

2014, WorldStrides made an exception and refunded $60.00 in late fees.

Unfortunately, as

refunds are processed in the manner in which the last

payment was received, this $60.00 was also

refunded to the[redacted].

It does appear that $20.00 of the $60.00 refund should have been applied to the [redacted] to

account for the $100.00 payment received from the same and $40 should

have

been refunded to

you via check pursuant to the form of payment

received.

We do understand that this has put you in a difficult situation in

attempting to retrieve that refund

from your ex-husband. Therefore, we are making an exception and

waiving the service fee for

the decline of funds from the December 25, 2013 payment

and the handling fee which will result

in a refund of $40.00. This refund will be processed and

forwarded to you via check.

I apologize for any inconvenience and frustration this situation has caused

you

and do hope that

[redacted] is in a position to travel with World Strides 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[redacted].

Sincerely,

Consumer

Response:

[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.]

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,

Review: When I signed up my daughter for a spring break week trip to Washington D.C and New York for the spring of 2016. It was not disclosed that it would be a 4 day trip. I was told that it would be one week. I know that one week is (7) days. When I was about half way done paying for the trip, I then was sent a a document that I questioned the week long trip. I called and was told that it was only 4 days for a price of $2363. I then realized it was way over priced and called and cancelled the trip. On the phone I was told that I would loose the initial $49 registration fee and a processing for the cancellation. Worldstride kept almost 50% of my money. When I called to question on 11/3/15 they said it was $49 reg fee $19 tshirt fee and $219 for some insurance fee. I was not disclosed that!!!! It is my daughters hard earned money that is owed to her.Desired Settlement: To refund the remainder amount that is owed to me. I understand the $49 I agreed to that. But we are owed that balance.

Business

Response:

Dear Ms. [redacted]: Thank you for contacting World Strides

regarding your daughter's account. It is my understanding that [redacted] was

scheduled to accompany [redacted] on their upcoming trip to

Washington, D.C.lNew York City. However you have recently cancelled her account

and continue to have some concerns regarding your refund. On April 8, 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 and refund policies, as well as the $49 non-refundable

deposit and Full Refund Program Fee. During the enrollment process, you chose

to enroll in the Full Refund Program which would protect your payments and

provide a refund minus the Full Refund Program fee 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. Pursuant to the Terms &

Conditions, the Full Refund Program Fee for [redacted] trip was $219.00. As you

are aware, payments received from you total $751.00. This amount minus the $49

nonrefundable deposit, $219 Full Refund Program fee and $19 merchandise fee,

from the T-Shirt you ordered, would result in a refund in the amount of $464.00.

All late feeslhandling fees were waived from your account and a refund check in

the amount of $464.00 was processed on October 22, 2015. Attached is a screen

shot of the online registration system which you would have been presented with

upon registration. As you can see, in order to move forward with registration

you would have had to agree to the Terms & Conditions. Please also note

that the trip dates for the program would have been presented to you at that

time as well. I apologize for the inconvenience and dissatisfaction this

situation has caused. I hope that this explanation addresses your concerns and

do 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 filing you made with the

Revdex.com (Case #: [redacted]) in Richmond.

Consumer

Response:

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,

Thank you, for assisting me with this matter. However, I am still not satisfied. The main reason I cancelled the trip was because they gave misleading information. They said the trip was one weeklong, my understanding it is only 4 day trip. I had no intention of canceling until I realized it was over priced. When I signed up I was aware of the $49 cancellation fee not any other fees. The cancellation agreement it's extremely small and should be more visible to the naked eye.

Review: This company gave information that the trip they are to provide our student was a total of $1,979. However there was no disclosure of handling fees of $6 per payment and $75 for a group service charge which total trip is $2,066 in my case. I have paid this amount and am ok and rcvd my invoice in the mail with 0 zero balance due dated 2/21/14. I received another invoice in the mail dated 3/6/14 stating payment due $95, and the initial price changed from $1,979 to $2,074. I checked the online statement and the invoice for $1979 is no longer online. 3/25 I contacted customer service [redacted] and was asked to fax over both invoices I rcvd in the mail. I faxed ATTN: [redacted], whom stated that she would have her supervisor look into it and call me back. My childs trip is in 4 days and I have yet to hear back from anyone or get this issue resolved. 3/26 I refaxed the invoices with my cell phone for a return phone call and still pending. The other parents in our group has recieved horrible customer service when they call to get their invoices fixed as well, customer service way of handling their issues is by saying that they can transfer them to the refund line.Desired Settlement: I would like the bill adjusted back to the original initial price and my account as paid off as invoice originally stated. Contact the [redacted] to confirm the intial contracted price. I would like an email or some kind of communication /acknowledgement that this matter has been taken care of.

Business

Response:

Dear [redacted]:
Thank you for contacting WorldStrides regarding your daugther's account. It is my understanding that [redacted] accompanied [redacted] on their recent trip to [redacted] and that you are unhappy with some additional charges that have been applied to her account. Upon registration, you were presented with and agreed to certain Terms & Conditions. These Terms & Conditions clearly state that "If you 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. There are NO HANDLING FEES associated with payments made through the [redacted]."
These Terms & Conditions further state that the "price quoted is based upon a minimum number of travelers" and that "the price is also subject to adjustment if the minimum enrollment is not met".
The Registration Letter 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, six full-paying participants accompanied the Program Leader to [redacted] for this trip. Therefore, the price of the trip was adjusted accordingly pursuant to the Terms & Conditions for each of the traveling full-paying participants. The $75 charge represents this small group price adjustment.
Regarding the general cost of the trip, it appears that this group was originally scheduled to participant in a Habitat Program with a trip price of $1979, but changed to a Splash Program, with a trip cost of $2074, prior to traveling. World Strides agreed to honor the $1979 trip price rather than apply another price adjustment. Unfortunately, it appears that when the program information was changed in our system, the price automatically updated, generating the $95.00 adjustment.
We apologize for this unfortunate error and thank you for bringing this to our attention. We have adjusted your daughter's account to reflect a $0 balance and all accounts for participants traveling on this program will be reconciled in the same manner. I apologize for the frustration this situation has caused you. I hope that the explanation above regarding the handling fees and small group adjustment fee helps to clarify those charges for you. I trust that this outcome is satisfactory and do hope that [redacted] enjoyed her trip 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 this correspondence as part of our response to the recent filing you made with the Revdex.com (Case #: [redacted]) in Richmond.

Review: My daughter was registered for a school trip to [redacted]. We began paying for the trip on/around July. My daughter was a very healthy child up until then. However, she became severely ill at the end of August resulting in several hospital stays and a major health diagnosis that affects her everyday activities. Due to not knowing where she will be with her treatments this summer, her doctor did not feel comfortable with her attending the trip. I contacted Worldstrides at the beginning of December and was told that I needed to send a letter. I sent a letter including contact information for her doctor for further documentation if needed. At that time, I had paid over $800 toward the trip. On January 20, I received a refund check in the amount of $315.25. The check was mailed alone without any paperwork to explain the charges that were deducted. I assumed my registration fee would not be refunded, but fully expected - due to circumstances beyond my daughter's control - that I would receive the remaining amount. I called 1/20, 1/21, and 1/22 at various times through the day to speak with someone and was left on hold for 1-2 hours at a time. I finally got through to someone at 7:30 a.m. and explained the situation. She explained that regardless of the situation, they reserve the right to obtain 25% of the trip fee - not the amount I have paid. I do not feel that they can charge that on an amount I didn't even pay. I also feel that it is very unethical to treat a sick child this way. I asked to speak with a supervisor and was transferred to a voicemail. I asked that they return my call as soon as possible and explained my concerns. I still have not received a return call.Desired Settlement: I expect a refund in the amount I paid in for the trip minus the registration fee.

Business

Response:

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]

Review: I signed up my 12 years old son for this travel to [redacted] and we paid for the trip until is paid off, now I get a bill for $203 for small group charge which I was unaware of and I did't see any disclosure of this anywhere when we signed him up, I feel they have a deceptive business practice , I have contacted them twice and they ( WorldStrides) is unwilling to resolve this issue.Desired Settlement: take off $203 Estimated Small Group Charge

Business

Response:

Dear [redacted]:
Thank you for contacting WoridStrides regarding your son's account. It is my understanding that [redacted] accompanied [redacted] on their recent trip to [redacted], [redacted] and that you feel misled regarding the small group adjustment for this trip.
On April 30, 2013, when you registered online, you were presented with and agreed to certain Terms & Conditions. These Terms & Conditions clearly state that the "price quoted is based upon a minimum number of travelers" and that "the price is also subject to adjustment if the minimum enrollment is not met". A copy of the Terms & Conditions is [redacted] for your reference.
The [redacted] Registration Letter, which was provided to you by the Program Leader, clearly states that the trip price was based on 20 full-paying participants. As you are probably aware, eight full-paying participants accompanied the Program Leader to [redacted] for 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 apologize for the frustration this situation has caused you and do hope that the foregoing helps to clarify the small group adjustment applied to your son's account. Unfortunately, we are not inclined to waive the remaining balance due for the small group adjustment.
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 tothe recent filing you made with the Revdex.com (Case #: [redacted]) in Richmond.

Consumer

Response:

I have reviewed the offer 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.]
I have read their terms and conditions, But I was not provided with this information at the time of registration, but they are saying I was given this information. Not happy with their response because they are asking for $203.
Regards,

Review: We paid a $300 deposit for our daughter to travel to England in July 2017 with Worldstrides through her high school. Recently terrorist activities have seemed to be escalating in Europe and the State Department issued a travelers advisory for Americans traveling to European countries. We are concerned for our daughter's safety and there is no way their company can ensure that my child will be safe from any type of terrorist attacks while in Europe. I contacted the company today to cancel her trip and get my $300 refunded. They told me that I would have had to cancel within 7 days of booking the trip to get a refund. I explained about our very real fears in regard to traveling to Europe and that and advisory had been issued by the State Department. They said that didn't matter, we would not be refunded the $300. I cannot believe that a company can retain $300 for a trip that is to take place more than 1 year from now. Based on everything that has been happening around the world, I feel that I am entitled to receive my $300 back. This is a terrible business practice and should be illegal. As a consumer, I should have the right to cancel a trip in a reasonable amount of time without being penalized.Desired Settlement: I want my $300 deposit refunded to me in cash or certified funds; not as a travel voucher.

Business

Response:

RE : [redacted] Dear Ms. [redacted], Thank you for contacting WorldStrides regarding your daughter's account. It is my understanding that [redacted] was scheduled to accompany [redacted] on their upcoming trip to Europe. I am pleased to hear that after your recent conversation with Tom Markham we were able to come to a satisfactory resolution that addressed your concerns. We want to assure you that first and foremost, the safety and security of our travelers is and always wil1 be our highest priority. And, we will do everything possible to ensure that travel opportunities remain available for the education of students worldwide. I 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

Review: My first email to Worldstrides was submitted 6/16/14 as I was unable to complete setting up an account for my son's impending trip. This was the last day to set up the trip at a discounted rate. Per the website, I was to receive a response within 48 hrs./2 days. I never received a response, so I followed up with numerous calls to the Corporate office phone number [redacted]. The auto message states a response would be received within 48 hours, also. Again, no calls back. In the meantime, my son's father was able to set up the account for the trip. As I'm attempting to make my portion of the payment on this trip for my 14 y.o. son, I'm being told that only his father will be receiving a receipt for the payment, and that I would have no access to any further information. I'm quite confused with the conflicting statements, as I'm receiving emails advising that I will indeed receive my payment receipt, but each and every time I call in to make my $1500+ payment, I'm told that either 1) I haven't been appropriately added to this account, or 2) I will NOT receive my receipt or any additional information on this trip. I'm extremely frustrated that Worldstrides consistently fails to respond to calls/emails/fax (lack of response has prevented me from getting the discounted rate for early sign up), fails to be able to address this particular situation, AND that my payment information will be sent to another party. It appears that Worldstrides is not in business to ensure children with a quality educational experience, but is only interested in obtaining as much money as they can. Additionally, they appear to care little about protecting payment information, which is of serious concern.More importantly, it appears from MANY other Web reviews, Worldstrides consistently fails to follow up appropriately to calls, emails, and faxes. Also, the only guarantee available is a long hold time when calling their Customer Service.Desired Settlement: While I'd like them to allow the discounted rate that was available for early sign up, especially in light of their lack of response from my initial contact, I'd be satisfied if they would ensure that my payment information will not be shared with Father, other than the fact that it was paid. I want their confirmation that receipt for my payment be sent to me, and assurance that I, as a responsible parent, will be provided with all other travel information pertaining to this trip.

Business

Response:

[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]

Review: Company did not provide service paid for yet refuses to refund full amountDesired Settlement: Refund payments

Business

Response:

Dear [redacted]:

Thank you for contacting WorldStrides regarding your daughter's account. It is my understanding that [redacted] was scheduled to accompany University Laboratory

School on their trip to [redacted] However, you cancelled her account and continue to have some concerns regarding the amount of your refund.

Upon registration you were presented with and agreed to certain Terms & Conditions. Those Terms & Conditions provided a detailed explanation of

the $49 non-refundable deposit, as well as the Full Refund Program Fee. You chose to enroll in the Full Refund Program. Pursuant to the Terms & Conditions, the Full Refund Program Fee for [redacted]'s trip was $159.00.

The Terms & Conditions further explain payment plan options, handling fees and late fees which may be associated with your account. You chose to spread

your payments out into installments rather than enroll in the EZ Pay program for payment. As explained in the Terms & Conditions and noted on your invoices, "If you choose to follow the installment payment plan, World Strides charges a $6 non-refundable handling fee on each installment payment following your registration, except the initial deposit and the final payment."

In reviewing your account, I see that you received a Spring registration credit in the amount of $50.00 and total Going Green Credits in the amount of $12.Payments received from you total $1,703.00. This amount less the $49.00 non-refundable deposit, the $159.00 Full Refund Program Fee, the $19 merchandise fee for the T-Shirt you purchased and the $42.00 handling fees results in a total refund in the amount of $1 ,434.00. This refund was processed on April 21 , 2014. A refund check in the amount of $[redacted] was forwarded to you on this date and $[redacted] was credited to your [redacted] pursuant to the manner in which we received payment.

I trust this explanation helps to answer your questions regarding the amount of your refund. I apologize for any inconvenience and frustration this situation has caused you and do hope that [redacted] is in a position to travel with World Strides 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[redacted].

Review: On 9/3/2013 both my wife and I enrolled in a Educational Tour with WorldStrides International through a college trip with [redacted]. This trip was to made to the country of [redacted]. It was stated to depart Indianapolis, IN on May 19, 2014, and return on May 26, 2014. A deposit in the amount of $[redacted] was made for my wife and I and a final payment of $[redacted] was made on March 23, 2014. On Friday, March 14, 2014, we were notified that the trip dates had been changed by WorldStrides to June 9-18 with a different itinerary adding an extra day and change in daily schedules. I am a college instructor and am under contract to begin my summer classes of 10 weeks on June 4 and June 9, 2014. On March 15, 2014, I notified WorldStrides of my situation and requested refund information as I needed to cancel the trip. I also notified group leaders involved with [redacted] that both my wife and I were needing to cancel and to ask about how to obtain refunds. I was notified on Sunday, March 16, 2014, by group leaders at [redacted] that they were working with WorldStrides about the change and said we would hear back shortly. On Wednesday, March 19, 2014, I received an email from Participant Services with WorldStrides that they were working at trying to keep the dates of the trip around the time originally planned and that group leaders would get back with me about any new changes. I waited a full 10 days from time the tour was changed by WorldStrides to hear so I could make a decision on what to do. With approximately 72 days left before the departure day I was left waiting on a decision to be made. Finally, on Sunday, March 23, 2014, after not hearing any information other than the date changed to June 9, I contacted the group leaders and informed them that we would need to cancel from the trip. I also emailed WorldStrides and informed them that I could no longer wait and needed to cancel the rescheduled trip. Later on Sunday, March 23, 2104 I received an email that the trip was back on to the original dates of May 19-26 and no additional fees would be charged by the company. (Not sure why that was stated.) On Monday, March 24, 2014 I received an email from Participant Services at WorldStrides indicating that I would need to either mail or fax them a cancellation letter and a refund would be made for the trip. In the email, they also sent a summary of how the refund would be returned if we cancelled the trip. $[redacted] would be returned in the form of a refund check and $[redacted] would be returned as travel vouchers. We were very disappointed about the late notice about the departure dates being moved by 21 days and now how they plan on handling a refund based on their changes. At no time did my wife and I request a cancellation of the trip for personal or medical reasons which would possibily put the responsibility of the need to cancel on our shoulders. This was done entirely by WorldStrides.Desired Settlement: Total refund for all payments made due to date changes made in tour by WorldStrides. Although they tried to say that it was changed back to the original dates planned, 10 days elapsed before anyone was notified and a number of people have made alternative plans. Total amount of Refund in a check should be $[redacted] plus $430 in charged fees to for insurance ($400) and electronic payment fees ($30). Acceptance of travel vouchers as a refund is unacceptable.

Business

Response:

Dear [redacted]:

Thank you for contacting World Strides regarding your concerns. It is my understanding that you and your wife were scheduled to accompany [redacted] to [redacted], but have decided to cancel due to your dissatisfaction with the trip dates for the program.

In researching this matter, it appears that only seven participants were registered to attend this program. Therefore, WorldStrides presented your Program Leader, [redacted], with an alternative, yet similar, itinerary scheduled to take place this summer and requested that she check with her group to see if everyone would be agreeable to the new dates. I understand that she notified you of this on March 14, 2014. [redacted] notified WorldStrides the following Sunday, March 16, 2014, that the new dates were not acceptable to several participants. As a result, we advised her that we would try to accommodate the original program on the original dates for a small group as our customer service team informed you on Wednesday, March 19, 2014.

WorldStrides notified [redacted] on Monday, March 17, 2014 that we would make an exception and offer the original program on the original dates for a small group as long as everyone currently registered for the program travelled. During that time period, a few other members of the group advised that they may not be inclined to travel. Therefore, we were working with those participants and the Program Leader before confirming the itinerary and dates since we knew that we needed everyone enrolled to travel in order to operate the tour. We continued to work with [redacted] on this until we were able to come up with a resolution that worked for all last week.

As you are aware, on Thursday, April 3, 2014, WorldStrides agreed to provide a full refund on both your account and your wife's account due to the fact that when [redacted] presented the potential date change to the group, it was not made clear to all of you that this was not a definite change, but rather an option we were looking into for the group. We have been able to make arrangements for the rest of the group to travel, but have honored your request to cancel both of your accounts and provide you with a full refund. Your refund will be mailed within the next 7-10 business days. I apologize for the frustration this situation has caused you and do hope that you and your wife are 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 [redacted].

Consumer

Response:

[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.]

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,

Please disregard. The refund checks from WorldStrides arrived today.

Pushy sales people kept calling my school until I returned their call. I did not solicit their phone call and should not have called me in the first place - let alone INSIST that I return their call. On top this, they offered highly unethical teacher kickbacks to book the trip with them.

Review: paid in full $766 child to go on DC for my trip

date for trip 5/27/16 - 5/31/16

was told in meeting before trip that worldstrides was not paying for meals due to being a smaller group

sent money with my child for meals

g was ever said about $120 extra

6/15/16 got a bill from worldstrides that said due to traveling with under 30 now owe and $120

called worldstrides got the typical run around,and a employee said fine don't pay we will just put it on your credit report

this is a bad company with way to many Revdex.com complints, I refuse to pay more money after the trip is done and over, had to pay all meals due to traveling with under 30, nothing was ever said about extra $120 bill after the tripDesired Settlement: I refuse to pay the $120 charge. total scam

Business

Response:

Dear Ms. [redacted], Thank you for contacting WorldStrides regarding your daughter's accounts. Upon review of the account it does appear that a $120 small group fee was assessed due to the minimum number of travelers for the group not being met. When it was identified that the group would be smaller than planned we worked with the Program Leader on options for the group and it was ultimately decided that an additional fee per traveler was preferable to combining with another group. To help reduce the cost of this fee, since the minimum number of travelers was not met, we also worked with the Program Leader to remove 3 scheduled lunches, but all dinners and breakfast were still covered in the cost of the program. Although, all of these decisions were made in partnership with the Program Leader it appears that this additional fee was not communicated to the individual participants until after the trip had departed. The potential of having a small group fee is outlined in our Terms & Conditions (below), but for your group there was an opportunity for improved communication regarding this fee . Price Adjustments: The price quoted is based upon a minimum number of travelers, the content of the program as outlined in your trip information letter and the date of your registration. If your price is guaranteed for a stated minimum number of participants, your group may be combined with other group(s) on the program to reach minimum. The combinations may not be of the same age level or have the same itinerary. If the Program Leader chooses not to be combined and travels with less than the minimum number of participants, an additional cost will be charged to your account. To acknowledge the communication opportunity we are making an exception and waiving this fee. We sincerely appreciate your feedback and the chance to resolve your concern as we always strive to strengthen our processes for our current and future customers. 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