Reviews

Review Details

• Review fromcandace d

  Date: 04/30/2024

  1 star

  candace d

  Date: 04/30/2024

  Only gave a star because one has to to leave review. ITT should have zero stars! ITT is an awful company to do business with. They have no customer service. We were scheduled to go on tour to ********* in June 2024. Only 6 travelers in our group put down a deposit. Israel declared war. Therefore, we no longer had a group to go, and tour should have been canceled due to lack of participation. ***** with *** stated he did not know where we were getting our information that we no longer had enough people willing to go. ITT also states they are still doing tours to ******. As other reviews state, ITT keeps large part of deposit. One couple that gave a deposit and requested refund due to lack of participation was told their request had been lost in the cracks! They eventually received $200 of their $500 deposit, after several phone calls. Another couple also received this same amount, per person. The 3rd couple was given $300 of the $500. When the other travelers called ITT requesting the additional $100 per person, they were told the last couple received the $300 in error! After speaking to management, they finally received the $100. DO NOT do business with this company. Other group tour companies are better and have professional customer service.
  

  Imagine Tours & Travel, LLC

  Date: 05/08/2024

  We are very sorry to receive your review, as we only wish to have happy clients. I want to be clear that travel to ****** is doable as we currently have groups in ****** today and more groups traveling next week and again later this week. The idea that you cannot travel to Israel is not accurate. We have offered all clients the option to reschedule and postpone their trips if this would give them more peace of mind. That being said, ****** is currently open for tourism and groups are able to travel. We have provided refunds to all travelers in a timely manner as as you have stated, it's possible that we're not perfect and can make an error, but this is a rarity and not the norm. Considering that we have had many travelers cancel, you can understand that errors are possible, but we also rectify the errors whenever they do occur. Again, everyone traveler has the option to reschedule/postpone or even better, transfer to another destination we offer which we have seen many travelers take advantage of. As the War in ****** is now in it's 7-month, we have many travelers transfer to trips scheduled to visit ****** and 100% of their monies paid to imagine have been transferred to their future trip. We can also share with you hundreds of emails from travelers that have written that they have appreciated the flexibility we have also extended in lieu of the situation in ******.

• Review fromDarlene O

  Date: 01/04/2024

  1 star

  Darlene O

  Date: 01/04/2024

  I would give this company zero starts if I could. Buyer beware! They have exorbitant cancelation fees, even when done months in advance of the trip. We lost $1,000 in fees after canceling a trip 8 months in advance. The company claims that the information is in the brochure, but we never saw this language. Nor was it mentioned in my email correspondence to company rep ***** when I informed him that we couldn't take the trip. Imagine Tours even takes a fee IF THEY CANCEL THE ***** These kind of fees are ridiculous and unfair to the customer. There are many other tour companies to use. This is NOT the one.
  

  Imagine Tours & Travel, LLC

  Date: 01/15/2024

  We are sincerely sorry that you feel that you should not be charged an administrative fee for canceling from the trip, that in your own words stated is eight months from departure. As the tour conditions and fine print state clearly on all our trips, if you choose to cancel from the day of registration up to 100 days prior to departure, you will be charged a $300 administrative fee plus any airline penalties if applicable. We have also offered for you to transfer your registration towards a future trip, provided you travel no later than March 31, **** and 100% of the monies youve paid imagine will be transferred towards a future trip. We unfortunately are unable to waive fees as we too are in business and have costs involved for the preparation of your trip. If youd like to reconsider and transfer to a future trip; you are more than welcome to do so. You may check out our tours at www.ittworld.com. We hope you will reconsider traveling with imagine Tours & Travel.

• Review fromAllan o

  Date: 12/03/2023

  1 star

  Allan o

  Date: 12/03/2023

  If I could leave no stars I would do that. I was so disappointed with this company. We were scheduled for a trip to Israel in January but the trip was cancelled because of the current conflict. The cancellation was done in November, after the full payment was due, but the company kept $300 per person from our payment. Of course the trip insurance the company recommended did not cover the cancellation cost so we are out that cost as well. We were contacted by the company and was encouraged to just change our reservation to January 2025. That seemed foolish - Allow them the use of nearly $11000 for 14 months? There were too many uncertainties to do that. Would the extension just be extended another year to 2026 or 2027? That is not covered in the fine print. Would the trip insurance be good at that time? Also, we were told by our tour leader that we would only be charged $250 each but the company stated $300 each. . Three friends had trips cancelled with other companies. All received full refunds including insurance and two couples received additional credit for future trips. This company does not do a good job of informing customers of the “fine print” or of treating people well. Although I was contacted by the company that contact was only additional encouragement to take other trips to places we have already traveled or to reschedule or a reminder of the “fine print.”
  

  Imagine Tours & Travel, LLC

  Date: 12/04/2023

  We can see from your review that you're very frustrated, but please keep in mind that the trip was not cancelled due to imagine's fault and the trip was rescheduled by your tour leader for a later date. Your refund was processed and refunded on November 18th by our office. You were offered the option to reschedule and transfer the funds paid to imagine towards the future trip and all monies would be honored and moved to your new trip. You chose to cancel and the administrative fee of $300 per person is applicable as per the fine print which you agreed to when you registered for the trip. The trip insurance company is a separate entity and is unrelated to imagine, they have their own policy in place so we cannot speak for them. If you would like to be reinstated back onto the trip's new travel dates, we would be happy to work with you in this regard. The administrative fee is not waived for any reason as per the brochure. You're frustrated with imagine, when we have done everything by the book and for terms you agreed to when you registered for the trip. We also have offered for all Travellers the options to move to another trip destination if you'd like as well. We have rescheduled over 100+ groups and the majority of travelers have chosen to stay registered and plan their future trips accordingly.
  
  Sincerely,
  

  Allan o

  Date: 12/06/2023

  Yes I was offered other trips to places we had already traveled. Again when this world is so large that seems foolish as well. Again I could transfer to the same trip next year but it seems foolish to allow Imagine to keep nearly 11,000 when the interest rates on a CD are 5%. And there is no guarantee the trip will occur in a year or that this company will still be in business. Sometimes doing everything by the book is not the most satisfying to the consumer.

• Review fromChris P

  Date: 11/15/2023

  1 star

  Chris P

  Date: 11/15/2023

  No stars! Horrible customer service. Would not refund deposits even with active war in Israel. Very unprofessional and extremely rude office staff. Egregious administrative fees charged even when active war in country.
  

  Imagine Tours & Travel, LLC

  Date: 11/16/2023

  We have actually been in contact with this traveler since last month, October 30, 2023 via email and phone, and they represent a family of five, who were scheduled to travel on a tour for Israel, Jordan & Egypt for a departure date on June 16, 2024 (more than 6-months from now). The current trip is still scheduled to travel next summer and the group is planning to travel and is taking a "wait & see" approach, which is what we asked this family of five to do. They decided that they don't wish to take a "wait & see" approach and instead, demanded a full refund. 

  We shared with them in writing a copy of the fine print, tour conditions which they agreed to when they signed up for the trip, that there is a $300.00 per person administrative fee, that is non-refundable for this trip, regardless of the reason for travel. The trip itself includes three countries and is a very extensive trip with lots of logistic involved and we in good-faith also paid deposits overseas on behalf of the group, We are not providing a full refund of their $500.00 deposit, per the fine print tour conditions. They were refunded back the $200.00 per person back to their credit cards on 11/7/2023, one week after they cancelled from the trip. 

  To be honest, we don't know of what more we can do to appease them, when they don't wish to accept the terms and conditions they signed and agreed to when they registered for the trip. We have adhered to everything that we are supposed to do in a very timely manner and now they are just wanting to tarnish our reputation.

  Below are the exact details that were provided to the client, which they agreed to when they registered for the trip.

  CANCELLATION FEES:
  Any passenger cancelling from the day of registration to
  100 days prior to departure will be charged a $300 non-refundable
  administrative fee per person plus any airline penalties, if applicable. You
  will also be charged a single room fee if your cancellation forces your
  roommate into a single room from 75 days prior until the date of departure.

  The following charges also apply: 99-75 days = $500;
  74-55 days = $1950; 54-41 days = 75% of total cost; 40 days prior of departure
  = 100% of total cost.
  All cancellations must be received in writing. On or
  after the day of departure there is no refund for any services not used. We
  strongly recommend you purchase travel insurance. If imagine cancels the tour
  due to lack of participation, there will be a charge of $200 deducted from the
  amount refunded to each passenger for administrative fees plus any airline
  penalties if applicable. No changes may be made to the tour within 70-days of
  departure, as the tour is officially closed.
  
  We are 100% transparent and everything is in
  writing. 

  Sincerely,