Ski Tour
SkiSyncThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/07/2024
Type:Product IssuesStatus: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.
Skisync claimed one cancellation policy to me (i.e. they said it was too late) when I tried to cancel my trip having found 2 willing buyers, but cancellations were granted later to others on the trip. They have been ignoring my emails.Business Response
Date: 03/18/2024
Hello,
We have been in touch with the guest and have responded to all emails regarding the matter. It's important that you understand, SkiSync is a *************** tour operator. We have been hired by our client, HBS ********, to operate their group ski trip. All of the terms of the ski trip are held up by our client to their trip attendees. If they ever want us to amend those terms or make concessions, we have to receive authorization from them, our client. It is not in SkiSync's power to make amendments or exceptions to the terms without the authority of our client.
Below is a list of activity the SkiSync **************** rep and the client's Account Manager noted:
**** initially reached out to transfer her ski trip but it was past the deadline.
As we were past the deadline, we denied the transfer and shared the terms of cancellation and transfer to her but never received a response back.
**** attended the trip using the bus transportation provided as a part of the ski trip package and attended the trip for at least 1 day.
*** and I met her onsite to get her checked in because her check-in packet was pulled out of the main group's stack since we thought she had cancelled and was not attending the ski trip.
While we were checking her in, **** notified us that she heard about other members transferring and was upset with SkiSync. Without SkiSync's knowledge, our client, HBS ********, allowed a couple of transfers which occurred outside of the SkiSync system and without our direct knowledge. SkiSync did not make that decision and continues to uphold the terms of service signed by all travelers.
**** has continued to contact SkiSync after the trip ended stating that she is aware of these transfers that happened after the deadline.
SkiSync has responding stating we did not allow any transfers outside of the system past the deadline and had no new information regarding the trip transfers.
The last email from ******* was in response to SkiSync's final message stating we had no new information and hoped that she enjoyed the trip to which her response was to let her know if we need anything else from her.
We have received no new emails from ******* since then to check in on the topic.Per the BBB complaint, **** is stating that we have not responded but that is not accurate. We have been in direct contact with her before the trip, during the trip and after the completion of the trip.
**** attended the ski trip. SkiSync is not issuing any refunds. I've attached the Terms of Agreement **** signed at time of registration along with a screenshot of her invoice showing that the she's asking for a full refund however she did attend the ski trip.
Cheers,
*********
Customer Answer
Date: 03/18/2024
Complaint: 21397665
I am rejecting this response because they did not reply to my most recent email, as attached earlier. They abrogated responsibility for checking IDs of students per their policy and also claimed to investigate the cases of non-policy compliant transfers but did not take any action about violation of policy.
Regards,
*********************Initial Complaint
Date:02/23/2024
Type:Product IssuesStatus: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 purchased a ski trip from SkiSync back in November. and they told me that I can only transfer my spot instead of getting refund. I feel its a overlord ******. The expense is really high to me as a student. and they couldn't find anyone to transfer my spot. I haven't heard from them since I wish to cancel the trip.It's really a lot of money to me, and since I couldn't make it to the trip, I wish to start a refund. It's not reasonable for them to say that I cannot get any refund from trip since the trip is not happening yet. They didn't highlight it's not refundable when I purchased it.I eagerly request BBB to help me have my money back. Thank you! It's mean a lot for a student like me to give such $1000 back. I really appreciate the help!!!Business Response
Date: 03/03/2024
To Whom It May ******************** registered for a ski trip with SkiSync and agreed to the following Terms and Conditions before she was able to make a profile or submit payment.
SkiSync offers insurance to protect you against unforeseen circumstances. We highly suggest purchasing insurance to protect yourself and your travel plans. Insurance is non-refundable and non-transferable.
Cancellation Policy:
LODGING
Lodging is non-refundable
INSURANCE
Insurance is non-refundable
TAX & SERVICES
Tax and Services are non-refundable
LIFT TICKETS
Cancel prior to January 29th, 2024 - receive a full refund minus the 4% convenience fee applied at check-out.
If cancellation happens after January 29th, 2024 - no refund. The penalty is 100% of the cost.
EQUIPMENT RENTALS
Cancel prior to January 29th, 2024 - receive a full refund minus the 4% convenience fee applied at check-
out. If cancellation happens after January 29th, 2024 - no refund. The penalty is 100% of the cost.
AIRPORT TRANSPORTATION
Cancel prior to January 29th, 2024 - receive a full refund minus the 4% convenience fee applied at check-
out. If cancellation happens after January 29th, 2024 - no refund. The penalty is 100% of the cost.
Trip Transfer Policy:
There is a $75 Transfer Fee for customers who transfer their trip to another traveler. The new traveler cannot
be a registered customer. It must be a new person.
Prior to January 29th, 2024 the following items are available for transfer: Lodging, Lift Tickets, Lessons,
Equipment Rentals, Ground Transportation and Non-skier Activities. Flights are non-transferable.
Between January 30th, 2024 and February 13th, 2024 the following items are available for transfer: Lodging,
Lift Tickets and ****************. The non-transferable items are Lessons, Equipment Rentals, Non-skier
Activities and Flights. Transfer fee also increases to $200 on January 30th, 2024.
Transfers are prohibited starting February 14, 2023.After registering for the ski trip she contacted our company about the option to Transfer her Trip. Although it is not SkiSync's responsibility to find a new registrant wanting to take the trip, we did assist. SkiSync successfully found a new registrant and processed the trip transfer. ***** was refunded all refundable monies. Attached is her invoice showing was transfered to *************************** and was refunded.
Cheers,
*********
Initial Complaint
Date:02/03/2023
Type:Product IssuesStatus: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.
Similar to the other complaints against SkiSync, I have been trying to contact them for 4 weeks to cancel my trip. This cancellation meets the guidelines posted on their website. In addition, I went above and beyond and purchased the insurance they recommended when booking.After 15+ calls and several emails/texts, they have not responded to any of my inquiries. I am now out >$2,000 for two tickets because of their neglect and will not hesitate to pursue further action if nothing is done.Business Response
Date: 03/21/2023
Please see attached document.Business Response
Date: 03/21/2023
Please see attached document.Customer Answer
Date: 03/21/2023
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.
Regards,
*********************Initial Complaint
Date:01/31/2023
Type:Product IssuesStatus: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 paid for 2 installments of a 3 installment ski trip with SkiSync, but shortly before the second payment was made I was informed that I could no longer attend the ski trip due to a family emergency/conflict. I attempted to cancel trip prior to the my second payment, but the cancellation request was not approved in time and I was charged. My trip was then cancelled, while not being fully funded, and I was left with $945.16 spent with nothing to show for it, all the while SkiSync was able to resell my ticket and double their revenue. I am requesting the second payment of $545.16 be returned.Business Response
Date: 03/21/2023
Please see attached document.
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