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:07/01/2024

  Type:Order 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.

  Cha tours trip to *****, ********* and **************** promised many things and delivered little according to contract. From bad hotels, to an incompetent tour director who cheated the group out of tours.Told that we had motor coach for sightseeing ended up in metro stations everywhere: THIS WAS NEVER COMMUNICATED TO TOUR COUNSELORS OR PARENTS. Please see all the document attached with explanations in details after the trip. I communicated constantly with CHA. Via phone and email. I have waited to for Cha to contact me after the trip ended as they promised. We arrived in the ** June 19 and today is July first. I have made a call and have heard nothing.My students and parents are very upset with the lack of transparency and would like to have a portion reimbursed to each student. This company lies to customers about their services and they need to make this right for everyone. I have no expectations of anything for myself. But my students and their families should be compensated.Thank you for your attention,******************************************** (Group Counselor/teacher)

  

  Business Response

  Date: 07/25/2024

  We have reviewed the complaint filed regarding the recent CHA tour to *****, ********* and **** that took place between June *****, 2024, and welcome the opportunity to respond.
  
  This group participated in a customized tour to *****, ********* and ****. Originally, the tour was contracted as a 10-day tour but, upon the group leaders request, it was shortened to 9 days with a few adjustments to the tour inclusions to make it more affordable for the students.
  
  We at CHA feel that we honored all inclusions contracted for this tour, as outlined both in the custom tour contract signed by the group leader as well as **** 2024 Important Information Booking Terms and Conditions that group leaders must read and agree to before enrolling on a tour. (I am attached the 9-day version of the contract signed by the group leaders along with our booking terms and conditions.)
  
  We arranged and provided the following travel services to this group: round-trip flights on American Airlines; a high-speed train from ***** to *********; an intra-tour flight from ********* to **** on ITA ******** ***** accommodations in four-star, centrally located *****s in *****, ********* and ****; two meals daily; a CHA Tour Director from Days 2 to 9; on-tour transportation; guided sightseeing tours with local guides; and included entrance fees to sites shown in italic letters in the contracted itinerary.
  
  We at CHA feel that the group leaders assessment of our *****s as bad is unfair. All *****s on the tour provided for this group were centrally located, 4-star *****s. Unlike other educational tour operators in our industry, CHA prides itself in providing *****s of a higher quality and in more central locations. Additionally, we would like to clarify the group leaders comments about transportation. CHA did provide private bus transportation for the group (as well as high-speed train and intra-tour flight) throughout the tour. In certain instances, such as during CHA walking tours, and where private bus transportation is difficult or restricted, public transportation was used and paid for by CHA. (The possibility of using public transportation is mentioned in item 6 on page 4 of the signed custom tour contract and on the first page of our booking terms and conditions under the section Whats Included on a CHA Tour.)
  
  We also feel that we were responsive to the group leaders voicemail messages and emails during the tour. For example, on the groups day of arrival in ******, we received and replied to an email sent by the group leader. We also received a voicemail message several days later to which we replied by return phone call. A second email followed the next day to which we replied to by phone. Since the group leaders assigned sales representative was on vacation when the group returned home, and the majority of our office staff was on vacation the week of July 1st, we were unable to reply to the voice mail message left by the group leader on July 1st until the following week after the group leader had already begun the process of filing the BBB complaint.
  
  After speaking to the group leader several times, including our last phone call on July 12th, it is our understanding that the groups main complaint is the performance of their assigned European Tour Director. She felt that she did not communicate effectively with her group about each days touring activities. Although the groups tour director is one of our most experienced guides, we realize that sometimes personality differences and other factors can impact the groups overall enjoyment of the travel services provided.
  
  Unfortunately, it is not possible for us to issue a refund for any portion of the tour as the tour services (including flights, *****s, meals, buses, sightseeing, etc.) have been fully paid and experienced by the group. However, as a gesture of goodwill, we can offer each paying traveler in the group a $100 travel voucher for future travel with CHA, valid for two years, that can be used or transferred to a family member or friend. We do hope that the group will consider traveling with CHA again with our assurances that we will assign a European Tour Director who will communicate and collaborate with the group leader more closely during the tour to ensure a positive travel experience.

   

  Customer Answer

  Date: 07/25/2024

  [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: 21925472
  
  I am rejecting this response because:

  This response is a failure of the company to accept and take responsibility for their mistakes, which include misleading customers to believe in a product that was not provided. I have had extensive conversations with the person in charge of operations about the complaints, however, there has never been an admission of responsibility or the intention to correct matters in a satisfactory manner. I would like this complaint to stand as a matter of public record to help other tour leaders choose the correct tour to join. Fifty-five thousand dollars is the amount of money that parents and students paid to this company. The services and what we were promised was far below what we reasonably expected. As an experienced world traveler, and fluent in several world languages, I hope you take this complaint seriously and think carefully before engaging this company for your travel needs.
  Regards,
  
  ********************************************