Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/22/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip to South Africa with ***** for Nov 7, 2023 to Nov 20.2023. The total trip cost was $6474.00. I paid $4512.00 before i decided i would not be able to attend the trip. I purchased cancel for no reason insurance from ***** for $299 so that intitles me to a refund. I notified ***** Aug 31.2023 i would need to cancel. She told me my roommate would have to come up with additional funds and she would have to see how to handle it and that they have to contact the hotel and get back to her. She also said i would loose out on a lot of money if I could not go. None of this should even matter since i purchased insurance from her. ***** tried to tell me I did not purchase insurance through her but its all on my invoice. Several wks went buy without hearing anything from her. Oct 9 I reached out asking for a update on my refund and she said to check my credit card.I responded I used a couple different credit cards and nobody has any record of you refunding me my money. on Oct 12 she responded I will send you a screen shot when I land. I never received a screenshot. Since then I have sent her a few message and have gotten no response. It is going on 3 months that I have been trying to get the refund I am owed, I have spoke to several different travel agents about this and this is not how you handle a refund when someone purchases travel insurance through you. Several red flags on how this was handled and why i still have not received my refund, The customer service is terrible and has been said by many people. You dont get a response from emails, phone calls or text. Its all about money. If my refund is not issued ASAP i will move to the next step which may become a legal matter,

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On ******** I saw the group Black Women Travel No Need to Go Solo. I paid $3758.10 to go to Egypt (April 24-May 2, 2023). On **** ***** September discussed the trip and highlighted that a professional photographer will travel with us to document our trip. She had 2 trips scheduled and I was part of the 2nd group. She went with group 1. On the 2nd Zoom call a week prior to traveling, I along with other ladies were shocked to see her colleague and vice versa. She stated that she had no idea that she would be responsible for us. She has her own travel agency and it is does not exclude men of which 4 would be traveling to Egypt. ***** focus was different because she was celebrating her wedding anniversary and traveling with family and friends. Ms. September fraudulently represented this trip. We did not have a traveling photographer. Instead, a photographer took random pictures at selective sites. I didn't receive link to those pics. Reflected on her ******** page are awesome photographs like Group 1 which is we do not have. Group 1 was the only group on the tour bus whereas our group included outside people. **. ***** had a completely different color scheme(green). We did not get the girls trip adventure that was presented in the information. No gift bag with a t-shirt. We received a t-shirt from **. ***** with her company logo. I informed her that we should be compensated for not having a traveling photographer. We should be compensated for purchasing items that we really did not need (red and white outfits and bathing suits). We wore those outfits because we brought them. **. ***** stated wear what you want. There was no itemize price breakdown but she should refund the us, the cost of the traveling photographer and any service fees she charged because we did not get the personalized attention we paid for to make our trip epic. On my statement I see Gate1 Travel ($2,064.08) and WT* ****** Epic Egypt (1694.02). Attached is 2024 trip same info 

• Initial Complaint

  Date:04/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I have not received a refund as stated in the response. So this issue is not resolved . I am asking for my FULL refund.
  
  Regards,
  
  *******************
  

  Business Response

  Date: 05/27/2023

  This client was informed she would be refunded and she has in fact received a full refund. She has been banned from our travel group and all activities. The group went to St. Lucia and had an amazing time without her. Her roommate was so happy with her new roommate and they bonded and had a great trip.  

  Business Response

  Date: 06/04/2023

  The screenshot shows she was provided a refund via a chargeback she filed with her bank because she refused to wait for the vendor to provide her with the direct refund.I requested.  Once she filed the dispute with her bank there is nothing else I could do as everything is frozen.  I am done with this complaint.  

  Customer Answer

  Date: 06/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The travel fees have been returned as promised. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not heard from the business in response to my complaint.

  They have now sent me multiple emails (1/27, 1/31, 2/3, 2/5) to make additional payments for the trip. 

  ay and was told no refunds and it was a glitch in the system with the payments, however I informed them months ago about what I was being charged. They lied and breached the terms of agreement from the start. They also tried to guilt trip me by saying that the cost for my roommate would go up if I do not go. However, my roommate is fully aware of the situation and is dealing with is as well. I feel that I can no longer trust this travel agency. I reached out to them several times to get this straightened out, yet I was ignored. I'm sorry, but we are in the middle of a recession and I do not have extra money to be scammed out of. I do not want to be scammed or lied to at all. I would like a refund of the $1537.50 that I have paid.

  Customer Answer

  Date: 02/09/2023

  My mailing address is ********************************, Olympia Fields, IL *****.

  My email address is *****************

  Customer Answer

  Date: 02/09/2023

  My address is ****************************, Olympia Fields, IL *****.

  My email is *****************

  Business Response

  Date: 05/09/2023

   ---------- Forwarded message ---------

  From: ***** ****** <********@*****.com>
  Date: Mon, May 8, 2023 at 6:35 PM
  Subject: ID ********
  To: [email protected] <[email protected]>
  

  
  

  Hello 

  
  

  I am writing in reference to Complaint ID ********

  
  

  Keyona  Denton booked a non-refundable trip and signed the attached agreement and agreed to the non-refundable terms at booking.  She was making her monthly payments and canceled and if she still wishes to go she can pay her balance and do so.  The contract states no refunds.  We haven't found anyone to take her place, so we are still responsible for the vacation package.  If you book a non-refundable flight with ****** do you think ****** will provide a refund?  No, they will not.  We are a small business and when we have a contract we must honor it.  Just like she signed the contract we did too.  We have a contract and we are required to still pay if anyone who contracted to go on the trip cancels. We can't breach our contract.  

  
  

  ***** ******

  
  

  Customer Answer

  Date: 05/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The company breached the terms of agreement by overcharging me from the start. I contacted them several times and went ignored yet they continue to send me payment requests to present day and even state that my account is past due. They are untrustworthy and unprofessional as noted in their response. Additionally, I don’t fly ****** due to quality of service but if you do book with them or any other airline they do NOT charge you an increased price that you never agreed to at time of booking. They also have terms of service to protect the customer when the airline is at fault. Dudley travel never mentioned or offered to find a replacement person for the trip which could’ve taken place months ago when I notified them of the overcharging and they had a waiting list for interested attendees. Again, they are not addressing the fact that they breached the contract from the very beginning (proof previously provided), therefore I do not trust them and would like a refund. 
  
  
  
  Regards,
  
  
  
  ****** ****** 
  

  Business Response

  Date: 05/21/2023

  The client was advised that the booking system we used  will automatically calculate the amount owed and distribute equal monthly payments based on the balance due date.  This was addressed and the client still owes the same amount as contracted in the beginning on her signed agreement. The total amount due for the trip never changed. Each client has the option of making any payment amount at any time by logging in and canceling the automatic payments or making partial payments. The contracted dollar amount for this trip is still valid and never changed. All clients are highly urged to purchase travel insurance at booking and even provided links to do so.  

  The client still has all components of this trip booked and I am stuck trying to find a replacement or paying the remaining bill for the contract.  A contract that I intend to honor unlike my client who signed the agreement that clearly states no refunds. 

  Customer Answer

  Date: 05/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint:
  
  
  
  I am rejecting this response because:
  
  The main issue is that my concerns about being overcharged
  went unaddressed for months. The incorrect amount of money was being taken from
  my account, which is NOT what I
  agreed to. This caused a breach in the terms of which I agreed to. This is
  highly alarming and concerning. We were not given any option to pay various
  payment amounts. We were told that a specific amount would be automatically deducted
  monthly from our checking accounts (attachment provided). I immediately alerted Dudley Travel about
  my concerns, yet they did not respond for months. This made me no longer trust
  the company. To date they continue to send me payment requests which is the
  only communication that was provided during the many months of silence when they should've been addressing my concerns (attachment provided).

  Because my concerns went unanswered it seems as if that is a
  tactic to force one into canceling their trip. This in turn allows the travel
  agency to try and keep any funds that have been paid. Travel insurance should
  not be forced upon any client nor would it be a suggestion if the travel agency
  would have upheld the ORIGINAL terms
  of agreement and NOT breached them. Again
  the breaching and being unresponsive are not being addressed.

  In regard to trying to find someone to replace me for this
  trip, there was a waiting list dating back to August 2022 when the trip was
  first booked and someone could have easily replaced me as I have been reaching
  out to the company since then. They purposely waited to respond to this claim
  as well. I fully intended to go on this trip and continued to make payments
  until my concerns about being overcharged continued to go unaddressed and
  unanswered. Again, that is highly unprofessional and alarming. I feel like I
  have been scammed and forced into canceling the trip on purpose. The issue
  still remains that I reached out for months asking for help in resolving the
  overcharging issue, breach of contract, and no one responded so now they want
  to keep my money. I just want a refund. 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  ---------- Forwarded message ---------
  From: ***** **************** <********@*******.com>
  Date: Wed, Oct 12, 2022 at 11:45 PM
  Subject: Complaint #******** -Dudley Dreams Travel
  To: [email protected] <[email protected]>
  Cc: ***** **************** <********@*******.com>, ***** ****** <********@*****.com>, ***** ****** <************************@****.***>
  

  
  

  To Whom It May Concern:

  
  

  I received an email message on Monday, October 10, 2022 saying that my case was closed, and I never responded to the business response; however, I was never made aware that the business responded. Even though the case is closed, I would like to add the following information regarding her response.

   

  First and foremost, we never signed a contract as she stated in her response. We started paying for the trip in January 2020 by making monthly payments through the We Travel payment portal.

   

  Yes, we purchased insurance from ******, but the insurance company informed us that their policy does not cover postponement. Even though the trip was postponed, when the new date was provided to us we could not go due to other obligations. The date was not rescheduled to accommodate us. We told her we could not go because of another vacation. Everyone else did not go on the trip, she advertised the trip for June 2022 and got new people and told us we would get our money if she obtained others to take our place which she did (34 people). Also, we were never offered a credit and could not decline something that was never offered to us. 

   

  Ms. D***** should have obtained her own liability insurance for the vendor she was working with. We were doing business with her and not the vendor. We never signed any contract with her!! The terms and policies below are for another trip and not the Bali trip. We have never seen these policies. Even the insurance company is not the same that was on the Bali trip flyer in December 2019.

  
  

  Thank you,

   

  ***** ****************
  
  

   ********************

  ###-###-####

  
  
  
  Regards,
  
  
  
  ***** ****************
  ed us. What kind of business does that? Times are hard and it is sad to think that someone you trusted would do that to you. We received NOTHING for the payment she received from us, that is pure robbery. How can you take people’s money and keep it? As a business person she should not be blaming a vendor since we were paying her and not the vendor.

  Business Response

  Date: 09/30/2022

  ---------- Forwarded message ---------
  From: Dudley Dream Travel <[email protected]>
  Date: Thu, Sep 29, 2022 at 3:33 PM
  Subject: Complaint ********
  To: <[email protected]>
  

  
  

  Hello:

  
  

  This is in response to complaint *******,

  
  

  *****************************-****** signed a contract for a trip in June 2020.  The pandemic hit and all trips were canceled.  She purchased insurance for this trip and the Insurance company denied her because the trip was postponed and not canceled. 

  
  

  She was given the new dates and informed me that she could not travel on those dates so rescheduled the dates to accommodate her and then she decided to cancel.  Everyone else went on the trip.  The supplier only provided a credit which she was offered and declined.  She should be going after the insurance company for reimbursement. The supplier still has her credit if she wishes to travel.

  
  

  The trip was June 2022 after the destination reopened in March. The rates were almost double from the supplier which led to another issue.  The situation was out of my control and they declined to go. 

  
  

  She signed this contract along with everyone else that booked.

  
  

  TERMS & POLICIES

           Making reservations for this package signifies your acceptance of our Terms and Conditions.

           All payments to ********* and Dudley Dream Travel LLC are non-refundable and non-transferrable.

           Reservations must be made in your FULL NAME as it appears on your passport. If you enter your name incorrectly, a name fee may apply to correct documents.

           Prices are subject to change without notice. Please make your reservations today at this low price to be locked in.

           If you choose our payment plan, monthly payments are required to keep your reservations current unless you make larger monthly payments than what is required. You must ensure your roommate, if applicable, is also making timely monthly payments.

           If you have requested a roommate match and no one is available your room will be priced at the higher single rate.

           You can log-in to our client portal to view your account 24 hours a day.

           Late payment of $100 per person is required after the final payment date on your invoice.

           All late payment requests must be approved by management before the final payment deadline on your account.

  All cancellations must be received in writing  to DudleyDreamTravel@*****.com

  
  You can add insurance on your own at **** *********** or *********************.  It is highly recommended.