Complaints

This profile includes complaints for WorldStrides's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  WorldStrides

  218 W Water St # 400 Charlottesville, VA 22902-5062

  
• 

  WorldStrides Heritage Performance Programs

  PO Box 571187 Salt Lake City, UT 84157-1187

• 

  WorldStrides

  3060 Washington Road, Suite 240 Glenwood Office Park Glenwood, MD 21738

• 

  WorldStrides Heritage Performance Programs

  2650 S Decker Lake Blvd Ste 200 Salt Lake City, UT 84119-2088

• 

  WorldStrides Heritage Performance Programs

  2650 S Decker Lake Blvd West Valley City, UT 84119-2049

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:06/30/2025

  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.

  I registered my husband and son for a trip to *************** on 8/29/24. I set up a monthly payment withdraw from my checking account with ********************** anticipating making monthly payments until the fundraising credit from my son's school sponsored trip would be applied to the balance. The school my son attends sent a check to World Strides. After the credit was given to my son late winter (maybe early March), it resulted in an overpayment on his account with **********************. I am due a refund of $188.29. I have called at least 2 times and have been told different answers on when to expect a refund. The first time said 45 days prior to the trip (trip was 5-29-25 through 5-31-25) I was told the refund would be credited to my checking account (hasn't happened) and recently on 6-25-25 I was told a check was expedited by mail and I would receive it 6-27-25. I have called at least twice speaking with customer service **** who give me answers that obviously have not been followed through. There are several other families who sent their children on this trip and are in the same situation, waiting on a refund that doesn't seem to be coming. husband **** ************ account #********* son ******* ************ account #*********

  Business Response

  Date: 06/30/2025

  Dear Makenzi Meyer,
  
  Thank you for bringing your situation to our attention. We appreciate you taking the time to share your feedback with us.
  We are truly sorry for the delay in processing your refund. Your concerns are very important to us, and we take our customers' experiences seriously to continuously improve our services.
  
  This situation serves as an opportunity for us to grow as a company and enhance our processes. According to our records, your check #439625 for $188.29 has been sent to 65 Oak Rd, Plymouth, IN 46563. The check should be delivered soon.
  
  If you encounter any other issues, please do not hesitate to contact me at 434.817.9294. I will be happy to assist you.
  
  We hope to regain your trust for future trips, and once again, we truly appreciate your feedback.
  
  Jassia Dionicio
  Customer Service Team Leader,  Group
  Travel & Experiences
  
  WorldStrides
  218 W. Water Street, Suite
  400
  Charlottesville, VA 22902
  1-800-468-5899
   
  worldstrides.com
  Connect with us: Facebook | Instagram | Twitter | LinkedIn | YouTube
  
  
  
  

  Customer Answer

  Date: 07/01/2025

  [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.]
  
  
  
  Better Business Bureau:

  It would have been nice if they could have at least gotten my name correct in the response they sent. I can only hope the refund check is made out to the correct name.  
  
  
  
  I have reviewed the offer made by the business in reference to complaint ID 23536026, 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: [email protected].
  
  
  
  Regards,
  
  
  
  Courtney Bollenbacher
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/27/2025

  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.

  I signed up my daughter for a trip w explorica world strides to go to eastern Europe w her senior class. We have shaky finances so in order to sign her up, the deciding factor was that we would pay a little more to have the highest insurance refund if we couldnt afford the trip after all. So we signed up for the full refund option for any reason. We knew the price would be higher but the insurance was worth it. Lo and behold our finances got strained and we missed a payment and decided to cancel the trip which would be upwards of $4000 ultimately. When we went to cancel this month, they said we are owed nothing even though we had paid $487. They said $399 is the fee for the extra insurance and the rest is a $50 late charge and beyond that I could fill out an extra form to get 75% of the remaining balance of $58. I agreed to pay more in total if we went on the trip, not to pay for insurance first! I paid $399 to get part of $58 back? How is this a 100% refund?

  Business Response

  Date: 07/01/2025

  Dear ***,

  Thank you for taking the time to share your feedback. Were truly sorry that your Explorica experience did not meet your expectations. We sincerely apologize for any confusion regarding our refund policy.
  Cancellation Policy: We understand that there may have been some confusion regarding our refund policy, and we sincerely apologize for any misunderstanding. As per our standard cancellation policy for international programs, a cancellation fee of $399.00 is retained for cancellations made at 151 days or more before the program start date. Additionally, the cost of the Travel Protection Plan Plus (****) is non-refundable 
  Upon purchasing our ****, we offer a refund of 75% of the applicable cancellation fee; however, the cost of the **** is non-refundable. Based on the details of your account, we received from you a total of $487.56, which covered the **** cost and the $99.00 deposit 
  Exceptions Granted: We value your understanding and cooperation, and we are committed to providing the best possible support. Therefore, we are pleased to offer the following exceptions for your cancellation:
  Waiving the Late Payment Fee: We will waive any late payment fees that may have been applied to your account.
  Refunding the Deposit Amount: The $99.00 deposit will be refunded to you, despite it being non-refundable under our standard policy.
  Expedited Refund Process: Instead of the usual 12-week processing time, we will expedite your refund, and you can expect to receive it within 2 weeks.
  We hope these exceptions help alleviate any inconvenience caused by the cancellation process.
  

  Thank you for choosing Explorica by WorldStrides. We look forward to providing you with a better experience on your next journey.
  

  Best regards,

  ****** *****

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed

  The contract extra fee of $399 was to be added to our total. We paid the first installment of the total trip which would have been $4000. For us it would have been $4399. Because we opted to pay for the full refund package, in which for any reason we could have cancelled to get our entire $4399 returned. 
  

  If we would have gone in the trip, we would have paid the entire $4399 and others would have paid $4000 for the same trip. We agreed to pay more overall to get our money back if need be. 
  

  We did not agree to pay the full refund insurance plan FIRST. The made a payment toward the entire cost, the entire cost should be refunded. That was the deal. We would not have signed up at all if there were no refunds. 
  

  given the extremely high volume of complaints against this company on ****, BBB and elsewhere this is obviously a bait and switch tactic. I would like nothing less than my full refund.

  
  Regards,
  
  *** *********
  
  
  
  

  
  

  Business Response

  Date: 07/03/2025

  Dear ***,

  Thank you for taking the time to share your review. Were truly sorry that your WorldStrides experience did not meet your expectations.We sincerely apologize for any confusion regarding our refund policy. As per our standard policy, the $99.00 deposit and the cost of the Travel Protection Plan Plus (TPP+) are non-refundable 1.

  We understand how important this is to you and have made exceptions to support you during this time. We are waiving the late payment fee, refunding the $99.00 deposit, and expediting your refund to be processed within 2 weeks instead of the usual 12 weeks.

   We hope this helps alleviate any inconvenience caused. Thank you for choosing Explorica by Worldstrides. We look forward to providing you with better experience on your next journey. The Worldstrides team.

  Best regards,

   ******** *******

• Initial Complaint

  Date:06/10/2025

  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.

  My child was offered a law experience for the summer by Worldstrides. In December, we paid for it in advance and paid a $499 insurance policy on it just in the case she couldn't attend for any reason. On May 16th, 2025 we requested the refund minus the $499 fee for the insurance for a total of $4,388 we were granted the refund and told give it 15 business days to receive the funds back in my account from which we paid. It's been that plus a day! I called today to check on the refund status and was told "It is our peak season now so we are very busy and your refund has been delayed to 12 to 15 WEEKS!" That is completely unacceptable! I asked to speak to a manager and they said it would be 13 to ************************************************************************ order to receive a call from a manager. This is absolutely not okay. I was told 15 days due to memorial day being in the time frame for processing and now it changed to 12 to 15 weeks before my refund gets put back in the account. What do I do??

  Business Response

  Date: 06/25/2025

  Dear Jennifer,

  Thank
  you for sharing your review with us. We appreciate your candor and apologize
  for any inconvenience you experienced. Your feedback is invaluable as it helps
  us identify areas for improvement.

  Our
  team is currently working on your inquiry, and we appreciate your patience as
  we strive to provide an accurate response.

  Please
  know that you are a valued customer of WorldStrides, and we look forward to
  providing you with a better experience in the future.

  Best
  regards,
  Cristian
  Escobar

• Initial Complaint

  Date:05/20/2025

  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.

  I am a Girl Scout (GS) troop leader. My troop started in Kindergarten & just finished their Junior year of high school. Three years ago, I suggested international travel. My ********** Unit Manager (GSSUM) was approached by Explorica as they wanted to make inroads w/ GS in ******** so she booked through them. We picked a trip that was 3 days in ****** & 3 days in *****. We need to take a red-eye both ways in order to have 6 full tour days. Explorica details each day of the trip on their website: ***************************************************************************************** GSSUM was on a call 2 weeks ago w/ Explorica & saw that our flights were posted and that my troop would not land in ****** until 3pm on Day 2! She asked why we were getting in so late and was told that at least we would arrive in time to meet the other 2 GS troops on our trip for dinner!After trying for 2 weeks to speak w/ someone to find out why only my troop is arriving late & why Explorica isnt having ALL of the troops arrive together she was told today that the tickets are purchased & cannot be changed. Our only options are either to go on the trip & miss a full day of touring or cancel the trip & try to get our money back through insurance.If this is how Explorica is making inroads to gain business w/ Girl Scouts in ********, they are failing epically. This is certainly not a good first impression. I wanted Explorica to make this right & get my troop to ****** on Day 1 so we can experience the 3 full days of touring in ****** as described on their website. That would have been the right thing to do since they advertised & sold us this ***************** They should have honored it & stood by their offerings & never booked our travel in such a way that makes us miss the whole first day of travel in the first place. My scouts should not be penalized because of their actions.I am disappointed & frustrated beyond words & am hoping the Better Business Bureau can help me. Thank you.

  Business Response

  Date: 05/27/2025

  Dear *********,

  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.

  We regret to inform you that, as per our terms and conditions, there are no guarantees of specific arrival times. We have been in contact with our Operations Team and have received assurance that there are no missed activities and that flights are scheduled to arrive throughout Day 2, not at guaranteed times.

  Unfortunately,it is not possible to make modifications to the flight itinerary. We apologize for any inconvenience this may cause and kindly ask for your understanding that our policies are in place to ensure fairness and consistency for all our customers.

  Thank you once again for choosing our brand. We genuinely appreciate your support.

  Best regards,
  ******** *******

  Customer Answer

  Date: 06/04/2025

  Hi, there.  I opened this complaint on May 20th and see that Explorica/Worldstrides responded.  Unfortunately, I was pulled out of town for a family emergency and just got back only to see that my case has been closed.  I am not satisfied with their answer and want to escalate my complaint; mainly because they lied in their response.
  
  Their response states, "We have been in contact with our Operations Team and have received assurance that there are no missed activities and that flights are scheduled to arrive throughout Day 2, not at guaranteed times."
  
  Based on the itinerary posted on their website (**************************************************************************************) for this tour, my Girl Scout troop will be missing the following tours and activities due to the flight they scheduled for us:
  
  1.  ****************
  
  2.  ************
  
  3.  ****************
  
  4.  National Gallery
  
  5.  *****************
  
  6.  *************
  
  7.  ****************
  
  8.  Soho
  
   
  
  Like I mentioned in my original complaint, the other two Girl Scout troops on this tour have been scheduled flights by Explorica/Worldstrides that arrive early enough for the other two troops to do ALL EIGHT of the activities above.  My troop gets in so late that we will NOT BE ABLE TO PARTICIPATE IN ANY of these activities.  This is completely unacceptable.
  
  Explorica/Worldstrides is a travel agency.  There is a PLETHORA of flights STILL AVAILABLE that would get my troop to ****** in time to participate in all of the activities listed above.  Explorica/Worldstrides is refusing to accommodate my troop.
  
  
  I would like to see their policy stating they are not obligated to schedule flights that arrive in time to participate in all of the advertised activities for their trips as shown on their website.
  
  In addition, if they continue to deny our request to change our flights then I would like a $576 refund per traveler to cover the cost of missing one of the six scheduled days on our trip since they sold us a six-day itinerary and are only providing us five days based on the flights they put my troop on.
  
   
  
  Thank you,
  
  **** *******
  
  Girl Scout Troop Leader
  
  Troop 3130
  

• Initial Complaint

  Date:05/06/2025

  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.

  I am filing a complaint against Explorica by WorldStrides for failing to issue a refund of $1,542.77 owed as per written agreement following canceling my daughters 2025 Japan trip. The cancellation was processed in April 2024. Despite multiple written confirmations from Explorica that a check would be sent within 34 weeks, it has not been received as of May 2025over a year later.I have emailed Explorica repeatedly since December 2024, confirmed the mailing address multiple times, and received vague, conflicting updates. On March 27, 2025, I was told the refund check would arrive by May 5, but it never came. This is not just a delayit is a clear pattern of deception.I believe Explorica has no intention of issuing the refund and is engaging in fraudulent and unethical business practices. This behavior reflects a breach of contract and has caused significant frustration and distress.I request that the BBB support to ensure the immediate issuance of the refund, with written confirmation of the payment method and mailing details. Below is the initial email from Explorica by WorldStrides.Explorica Educational Travel//***** *****//****-*****-2025 On Fri, Apr 26, 2024 at 5:56PM Explorica ********************************* wrote:Good afternoon,Thank you for contacting Explorica!This e-mail is to confirm your travel account has been canceled as per your ********** takes 4 weeks for a $1,542.77 refund check to be processed on our end.

  Business Response

  Date: 05/07/2025

  Hello ******************************** you for taking the time to write us and bring your situation to our attention. We appreciate your honesty and value your feedback. 
  
  We apologize for any inconvenience you may have faced, and were committed to making things right. We were not aware you hadn't received the refund check mailed to you in March.
  
  We're currently investigating the status of your check. Once our investigation is completed, we will update you. Our team is actively addressing the issue you raised regarding your check, and well work diligently to prevent similar situations in the future.
  
  Thank you once again for choosing our brand, and we hope to have the opportunity to serve you better in the future.
  
  Do not hesitate to connect with us, we can be reached at ************

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

  Customer Service Team Leader,  Group Travel & Experiences
  
  WorldStrides
  ******************************
  *************************
  **************

• Initial Complaint

  Date:05/05/2025

  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.

  We registered for the **** Engineering Residential Program Session hosted by Envision by World Strides back in November of 2024. Before we registered, we asked how their cancelation policy is, and were provided the Terms and Conditions that states that as long as cancel 61 days or prior to the start of the program, the refund will be "Tuition less program deposit". This is also confirmed in the document that we signed. Furthermore, when I asked about this cancelation, their admissions advisor wrote in an email that "The first deposit fee of $49.00 and the installment fees are nonrefundable." Since we paid in full, the deposit fee is stated to be $49. In the registration receipt, it doesn't mention anywhere any deposit fee or nonrefundable fees. Today I called to cancel since it's close to the 61 days, and they mentioned that the deposit fee is actually $450. When I asked where is this documented on the documents I signed, they are not able to produce any document or email where this is mentioned. I still went ahead with the cancellation because it is close to the 61 days mark, but made it clear to them that this is unfair business practice since they just decided the amount to be $450 and did not provide this up front.

  Business Response

  Date: 05/13/2025

  Dear Ferry,
  Thank you for taking the time to share your review with us. We appreciate your honesty and value your feedback. Were truly sorry that your experience fell short of your expectations. Your comments are essential to our continuous improvement, and we take them seriously.
  We apologize for any inconvenience you may have faced, and were committed to making things right. Our team is actively addressing the issue you raised, and well work diligently to prevent similar situations in the future.
  We are currently looking into a possible exception to provide you with an additional, as soon as we have that information for you,we will send it via email, and we can also post it through BBB.
  Thank you once again for choosing our brand, and we hope to have the opportunity to serve you better in the future.
  Best regards,
  
  ****** *****

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and I am willing to accept the resolution if they can clarify the additional amount that they will refund to me. I will wait for the business to provide this clarification and send me the refund and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

   

  Thank you very much for your help. And I do hope they address this issue for all their future customers.
  
  Regards,
  
  Ferry Tamtoro
  
  
  

  
  

• Initial Complaint

  Date:05/03/2025

  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.

  I paid WorldStride $1727.00 on 12/05/2023 for my granddaughter to go on a trip with her school, *****************************, to ************* in 2024. The trip never happened, they stated that not enough kids were interested. They did not refund my money. They said they were going to go the trip in 2025. Once again World Stride stated not enough kids to go, so they said they were going to offer the trip to 6th & 7th graders, My granddaughter is now in *********** she doesn't want to go with a bunch of 6th & 7th graders, and all of her friends that were going cancelled their trips because they didn't want to go with a bunch of 6th & 7th graders either. My granddaughter is an honor student and can't miss school, she would have to miss school for this, this trip is no longer a part of her school ciriculum since it's offered in Junior High, and she is now in ***********. So my son in law cancelled her trip 03/11/25. They told my son in law they would refund my money to my original form of payment, they have still not done that. I have called WorldStride since I never seen the refund to my credit card. They lied to me told me they refunded to my credit card. I waited, still never seen the refund so I contacted my credit card company which is Discover, and they searched, said *********** never attempted to make a refund to my credit card, my credit card company filed a fraud report contacted ***********, with no success as of yet. Tonight I recieved a call from my son in law saying he recieved a check in the mail dated 04/28/25 for $1393.00 I told my son in law "Don't cash it!" If you cash it then that means we accept that amount as our refund and they have shorted me $334.00. So They never provided my granddaughter with the trip she was promised in 2024, they kept my money for over 1 yr now, then they sent a partial refund of my money to my son in law without my permission, they dont know if he would ever give me my money, and they shorted the refund by $334.00.

  Business Response

  Date: 05/14/2025

  Dear *****,
  
  Thank you for your patience and for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced.
  We confirm that the refund process is being handled in accordance with our Terms and Conditions. As per our policy, if your program leader, your school, or you cancel, the cost of the full refund program and your deposit will be retained. Our refunds are typically sent to the original form of payment; however, our system processes refunds through transaction reversals. This is why we were unable to send the refund back to your Discover card. Unfortunately, for transactions older than six months, the refund must be issued in the form of a check.
  Given that the responsible person on Corrallyns account was your son-in-law, we initially issued the check in his name. We now understand the circumstances and are currently reissuing the check to ensure it is made out to your name.
  We understand the frustration caused by the delay and the name on the check. Please rest assured that we are working diligently to resolve this issue promptly and ensure you receive your due refund as soon as possible.
  Thank you for your understanding and cooperation.
  
  Best regards, 
  
  ****** *****

  Customer Answer

  Date: 05/22/2025

  Actually the mail just ran and I got a check for $1393.00. Wooo Hoooo!!!! I'm grateful!!!!  I was starting to think I would never see a ***** of my money. 
  Thank you.
  Sincerely,

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising 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.

  $3000 per kid and $3500 per adult chaperone for 3 nights in ********. Events/schedules provided including food choices. However when we were lead by their tour guides to one of the events (top of the rock) there were no reservations. We had to wait to get new tickets and reservations. This is in the cold windy night and everyone were tired from long flight. Next day, scheduled for Statue of Liberty at 1:30 and we were supposed to eat lunch on the boat at 2:30. When tour guide took us to the ferry, we were told that they didnt buy the time entry and had to wait in crowded general admission line which was estimated to be 2-3 hrs long. We last had breakfast at 7am. Big group of over 100 people were hungry. We finally got on the ferry and were told we had 10 minutes max before lining up and return. We felt that the company misled us and we missed out on activities that we paid for. One of the breakfast, we showed up on time but there were already another group in there and we could not get food. Luckily we were able to find another location to eat since we have to fly out that day.

  Business Response

  Date: 04/24/2025

  Dear Khan,

  Thank you for sharing your review with us. We appreciate your honesty and value your feedback. Were truly sorry that your experience fell short of your expectations.

  We apologize for any inconvenience you may have faced. Our team is actively addressing the issue you raised and will work diligently to prevent similar situations in the future.

  If theres anything else youd like to discuss, please feel free to contact us directly. Were here to listen and learn from our mistakes.

  Thank you once again for choosing our brand. We hope to serve you better in the future.

  Best regards,
  ******** *******

  Customer Answer

  Date: 04/24/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I expect partial refund for time wasted and scheduled experiences cut short. 
  
  Regards,
  
  ***** ******
  
  
  
  
  

  Business Response

  Date: 05/06/2025

  Dear Khan,

  Thank you for reaching out regarding your recent travel experience. We sincerely apologize for any difficulties you encountered during your trip and regret any inconvenience this may have caused you and your travel companions.

  We deeply apologize for any inconvenience you may have encountered. Please be assured that our team is actively working to address the issues you mentioned and to prevent similar occurrences in the future. Your feedback is crucial to us, and we are committed to making the necessary improvements.

  If there are any other concerns you would like to discuss, please do not hesitate to reach out to us directly.We are here to listen and learn from our mistakes, and we want to ensure that your future experiences with us are significantly improved.

  Thank you once again for choosing our brand. We sincerely appreciate your support and hope to provide you with a much better experience in the future.

  Best regards,
  ******** *******

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I request the company to refund part of the cost of the trip. 
  
  Regards,
  
  ***** ******
  
  
  
  
  

  Business Response

  Date: 05/21/2025

  Thank you for reaching out regarding your recent travel experience. We deeply regret any difficulties you faced during your trip and apologize for the inconvenience caused to you and your travel companions.

  We are truly sorry for the negative experience during the tour.

  Rest assured, our team is diligently working to resolve the issues you mentioned and to prevent similar situations in the future. Your feedback is invaluable to us, and we are committed to implementing the necessary improvements.

  Thank you once again for choosing our brand. We genuinely appreciate your support and look forward to providing you with a much improved experience in the future.

  Best regards,
  ******** *******

  
  

• Initial Complaint

  Date:04/02/2025

  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.

  My 12 year old daughter attended a soccer trip to ***** in March. She was with a group but she was the only child travelling without a parent. The trip cost over $4,000. Going to ***** and coming home, she was the ONLY child that did not receive her boarding passes at check in. On to the way to *****, this resulted in her being stranded in the ************* alone for 12 hours (thankfully another mom stayed with her). Worldstrides made no effort to remedy the situation. They could have gotten on 4 different flight but instead they told the mom to deal with the airline customer service desk. So they ended up missing over a full day of their trip. Worldstrides then made plans to put my 12 year old and a mom in an **** in a foreign country at midnight alone. Only after legal threat did they agree to send a representative to the airport and get them to the hotel. It once again occured on the way home, thankfully her coach was able to get her to ******* before having to go to customer service and get her a boarding pass. I have asked them for a refund equal to one day of the trip (roughly $600) and they are refusing. They are claiming there was nothing they could do and offered $150 as goodwill. They were responsible for booking all the airfare and tickets, they were responsible for all the travel and now they are claiming it was all out of their control.

  Business Response

  Date: 04/11/2025

  Dear ******, 

  Thank you for reaching out regarding your recent travel experience. We sincerely apologize for any difficulties you encountered during your trip and regret any inconvenience this may have caused you and your travel companions.

  While your reservations were confirmed, please be aware that airlines independently review passengers'documentation to ensure all travel requirements are met before issuing boarding passes. These policies are set by the respective airline and are beyond our control.

  Although this situation falls outside our standard policies, we understand how frustrating it can be. As a gesture of goodwill, we are issuing a refund of $150. We hope this helps to alleviate some of the challenges you faced.

  As you have purchased the Travel Protection Plan, please contact Trip Mate to submit a claim under the coverage reasons listed below:

  - Trip Mate contact Information: **************. // ****************
  - Policy Number: UF380D
  Travel Protection Plan: Trip Mates standard travel protection plan covers you for the following events:
  A travelers injury, sickness, or death of a family member
  Theft of passport or visas
  Flight cancellations due to strike or bad weather
  Loss of luggage and personal effects
  Trip cancellation or trip interruption due to covered reasons such as a covered sickness, illness, injury, or death
  Trip cancellation or trip interruption due to terrorist acts, as defined.
  
  We appreciate your patience and understanding during this process. Please know that you are a valued customer of **********************, and we look forward to providing you with a better experience in the future.
  Best regards,
  ******** *******

  Customer Answer

  Date: 04/12/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am requesting $600 refund to cover the full day my child missed of her trip.  Not to mention the emotional distress of being stranded in a foreign country alone.  Worldstrides made no efforts to get her to the destination sooner and disregarded her safety by planning to put her in an **** at midnight in a foreign country.  
  

  a one day refund seems like a small amount to ask for. We paid over $4,000 for worldstrides to mange this trip and they failed. 
  
  Regards,
  
  ****** ********
  
  
  
  

  
  

  Business Response

  Date: 04/18/2025

  Dear Mrs. ********************** you for getting back to us regarding your concerns. I would like to provide some clarity on the situation and our policies.

  
  On the first day of the tour, there was no scheduled activity as this day is typically reserved for travel to the tour location. The amount of compensation provided is a token of appreciation for the participants. Although this situation falls outside our standard policies,we understand how frustrating it can be.

  
  It is a requirement for chaperones to stay with the students at all times for security reasons, ensuring their safety and well-being throughout the trip. This policy is in place to maintain a secure environment for all participants.

  
  Regarding the insurance, we invite you to file your claim. Please note that the refund will be determined by Trip Mate based on the reason for your claim and the activities missed. We will be more than happy to collaborate and provide all the details and information requested by them. The insurance provider will assess the circumstances and decide accordingly.

  
  At this point, no additional refund will be granted beyond the compensation already provided, as this falls outside of our policies in place. We appreciate your understanding in this matter.
  
  Best regards, 

  ****** *****

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This company has not taken any responsibility for leaving my daughter in a foreign country for 12 hours.  They have only placed blame on the airlines and other parties.  They are so worried about making a profit that they can't admit their mistakes and compensate us in the right way.  I have reached out to the law firm that already won one lawsuit against them for $5 million for the death of another student.  So clearly they don't care about the kids they are supposed to be in charge of.

  All I am asking for is one day of compensation for what my daughter missed out on.  Let alone the emotional damage she went through.  They can't be bothered with a $600 refund so I will work with that legal team on next steps.

  
  Regards,
  
  ****** ********
  
  
  
  

  
  

• Initial Complaint

  Date:03/27/2025

  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.

  Dear Better Business Bureau team,Im reaching out to request your legal support in filing a complaint against Explorica, the vendor responsible for organizing my daughters school trip. The trip was unilaterally rescheduled to April 2026more than a year laterdue to insufficient student recruitment, an issue completely outside of my control. The new dates are unreasonable and simply dont work for our schedule.Despite these circumstances, Explorica has refused to issue a full refund ($2408) and penalized me for $199 (that consists of cancellation fee and non-refundable deposit) I find it unacceptable that I am being penalized for problems arising from their inability to secure enough participants. I trusted that the schools original plan would be followed, and now Im facing major inconvenience and unexpected expenses. I respectfully request your assistance in resolving this matter, ensuring that Explorica is held accountable for their unfair business practices and declining parents requests to return money for the service that was not provided. I am seeking a full refund and would truly appreciate any guidance you can offer on how to proceed further.Thank you for your assistance.

  Business Response

  Date: 03/31/2025

  Dear *****,

  Thank you for reaching out to us regarding your recent experience. We appreciate your feedback and take all customer concerns seriously.
  Upon reviewing your complaint,we understand that you are requesting a specific action or request that is not covered by our standard Terms and Conditions. While we strive to accommodate our customers needs, there are certain limitations outlined in our policies.Please see our standard policies below:

  Standard Cancellation Policy: The services and value we provide begin long before your date of departure, and there are significant unrecoverable costs as your departure date approaches.Therefore, if you do not enroll in the Cancel for Any Reason Plan and you, the Program Leader, school, or school administration cancel beyond the 24-hour grace ******* WorldStrides will be entitled to retain (in addition to the Non-Refundable Fees): $199 fee if more than 95 days (flight groups) OR $129 fee if more than 95 days (bus groups) 50% of all fees + $99 non-refundable fee if between ***** days 100% if 44 days or less

  Program Changes Made by WorldStrides: Changes or substitutions in hotels, itinerary, inclusions, or airports may be made depending on your travel dates, arrival and departure times, national holidays, and events beyond WorldStrides control at the discretion of WorldStrides as it deems necessary or desirable. On certain dates some attractions or activities may be closed, and the availability of some venues advertised or communicated cannot be guaranteed. Some venues may require special equipment. Venues may also close without prior notice due to public holidays, festivals and routine maintenance. In these instances, no refunds can be given. Whenever possible, suitable alternatives will be provided.WorldStrides reserves the right to change the date of departure by no more than two days from the original departure date (Oct-Apr) and three days in the summer *********** These changes are not grounds for cancellation without penalty or for refunds after the tour. On occasion, WorldStrides must change dates of a scheduled program by more than 3 days as the result of Exceptional Circumstances, as defined below, or as a result of operational challenges or difficulties, including without limitation, travel restrictions, event cancellations, facility closures, government-imposed restrictions/closures, or other reasons beyond the control of WorldStrides. Should WorldStrides need to change the dates of a scheduled program by more than 3 days, we will work with your groups Program Leader to reschedule your trip to dates that work for your group. If you elect to cancel because your program dates are changed by more than 3 days, the policy regarding Cancellation due to Exceptional Circumstances may apply.

  We apologize if this causes any inconvenience. However, we kindly ask for your understanding that our policies are in place to ensure fairness and consistency for all our customers.

  If there is an alternative solution we can explore within the existing guidelines, we would be more than happy to assist. Please feel free to share any additional details or context,and we will do our best to find a resolution.

  Thank you for your understanding.

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint. Explorica/WorldStrides explanation is unacceptable and does not resolve the core issues of unfair cancellation fees and unilateral rescheduling. I maintain my demand for a full refund. Thank you very much for your assistance in mediating this dispute.
  

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

  Dear Explorica/WorldStrides representatives,
  
  I appreciate your response regarding my complaint. However, I formally challenge Exploricas justification for imposing a $199 cancellation fee following the cancellation of my daughters school trip.
  
  1. Unfair and Unconscionable Contract Terms
  * The June 2025 trip was canceled by Explorica/WorldStrides due to low enrollment, not by me or other parents. This vendor-driven cancellation should not result in penalties for participantsthe risk of insufficient enrollment falls on the tour operator, not the consumer.
  * Explorica canceled the trip before completing student recruitment or collecting even 50% of the total cost, making claims of unrecoverable expenses questionable. If significant costs were incurred, I request a detailed breakdown, as retaining my payment under cancellation penalties is unjustifiable.
  
  2. Unilateral Rescheduling Without Consent
  * Instead of consulting families or offering alternatives, Explorica/WorldStrides unilaterally rescheduled the trip to April 2026.
  * Since this date does not work for my family, I had no reasonable option but to request cancellationa direct consequence of Exploricas decision to cancel the original trip.
  * While Explorica reserves the right to make minor date adjustments (e.g., two to three days), postponing the trip by nearly a year is a substantial contract change.
  * Additionally, low enrollment does not constitute "exceptional circumstances" comparable to natural disasters or government-imposed travel bans.
  
   Request for Full Refund
  I formally request the return of my full payment ********, including the $199 cancellation fee, because:
  * The 2025 trip was canceled by Explorica, not me. My cancellation of the rescheduled 2026 trip was a direct result of this decision.
  * The rescheduling was done without parental consent, significantly altering the original agreement.
  
  Regards,
  ***** **********
  
  
  
  
  

  Business Response

  Date: 04/03/2025

  Dear *****,
  

  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.

  We regret to hear that you and your child are unable to travel at this time. Please note that the quoted price is contingent upon a minimum number of travelers and may be subject to adjustment if this minimum enrollment is not met. In such instances, we are pleased to offer alternative options to facilitate your group's travel plans.

  The decision made by your group to postpone the trip was in the best interest of the travelers, allowing more students to join while also providing the opportunity to cancel with a reduced cancellation fee for those who choose to do so.
  Our group travel services are valuable and commence well before the planning of this trip. Therefore, if your group decides to alter the itinerary and you are unable to proceed with the trip, any cancellations will be subject to our standard cancellation fee.

  Standard Cancellation Policy: The services and value we provide begin long before your date of departure, and there are significant unrecoverable costs as your departure date approaches.Therefore, if you do not enroll in the Cancel for Any Reason Plan and you, the Program Leader, school, or school administration cancel beyond the 24-hour grace ******* WorldStrides will be entitled to retain (in addition to the Non-Refundable Fees): $199 fee if more than 95 days (flight groups) OR $129 fee if more than 95 days (bus groups) 50% of all fees + $99 non-refundable fee if between ***** days 100% if 44 days or less

  Thank you once again for choosing our brand, and we hope to have the opportunity to serve you better in the future.

  Best regards,
  ******** *******

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear ******** ******* and Explorica,
  

  Thank you for your response. However, I strongly disagree with how this situation has been presented and find the cancellation fee completely unfair.
  

  1. The trip was canceled by Explorica/WorldStrides , not by parents

  The June 2025 trip was canceled by Explorica/WorldStrides due to low enrollment, not by me or other parents. This vendor-driven cancellation should not result in penalties for participantsthe risk of insufficient enrollment falls on the tour operator, not the consumer.

  Parents were not given a choice in this matter, nor did we collectively decide to "postpone" the trip. It is misleading to suggest that the  decision was made "in the best interest of the travelers" when, in  reality, families were given no input.

  2. Unilateral rescheduling without consent
  Instead of consulting families about alternative options, Explorica/WorldStrides unilaterally pushed the trip to April 2026nearly a full year laterwithout seeking parental approval.
  This significant change forced me to cancel, as the new date is not feasible for my family.
  

  3. Cancellation fees are unjustified
  At the time of cancellation, Explorica/WorldStrides had not even completed student recruitment or collected full payment. Explorica/WorldStrides has not provided any proof that significant costs were actually incurred. The documents sent to justify these expenses were irrelevant and contained empty blanks, further reinforcing my concern that these charges are unjustified.

  4. Since the original trip did not proceed due to Explorica/WorldStrides inability to meet enrollment requirements, retaining my payment under a cancellation penalty is unfair and unjustifiable.
  Request for Full Refund. Given that my cancellation was a direct consequence of Explorica/WorldStrides unilateral changesnot a voluntary withdrawalI formally request a full refund of my ******** payment, including the $199 cancellation fee.

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

  Business Response

  Date: 04/07/2025

  Dear **** and Mr. **************** are sorry that you are feeling dissatisfied with our Terms and Conditions and cancelation process, we would like to reiterate to you that our best interest is the satisfaction of our customers. 
  We worked with your program leader to be able to give you and the entire group the best possible alternate option due to the group's low enrollment, and the decision made was with the intention not only to offer you a great experience but also not to cause an economic impact on you.
  
  We are sorry you feel we had the intention to keep your investment, and we want to reiterate to you that this was never our purpose. However, in order to complete your registration, you were requested to review our terms and conditions, which state that the cost of your trip is based on a minimum number of students registered, and it clearly outlines that the program is subject to changes.
  If you or your group reschedules to a new destination or date and then decides to cancel, the cancellation fees will be calculated from the date of transfer from the original tour and standard cancellation fees will apply.
  
  The price quoted is based upon a minimum number of travelers. The price quoted is also subject to adjustment if the minimum enrollment is not met, if the program content or itinerary changes, or in the event of circumstances beyond WorldStridess direct control. 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.
  
  We are sorry your trip was changed, and we know that canceling was not ******** a token of appreciation and in means to make up for any inconveniences this situation may have caused, we would like to offer a $100.00 discount for a future trip.
  Once again,thank you for choosing WorldStrides. We truly value your business and hope to have the opportunity to serve you again in the future.
  
  Best Regards, 
  
  ****** *****

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would NOT resolve my complaint.
  

  Thank you for forwarding WorldStrides' response. While we appreciate their acknowledgment, their reply fails to resolve the main issue or provide a fair resolution.
  

  WorldStrides postponed our trip from May 2025 to April 2026, citing low enrollment. This significant delay alters the nature and timing of our agreement. Despite multiple attempts to resolve this, we were given no alternativeseither accept the nearly year-long delay or cancel and lose a substantial portion of our payment. This is not a reasonable choice.
  We do not believe WorldStrides' terms and conditions authorize holding funds for a year with no refund option. Additionally, the offered $100 discount does not adequately compensate for the disruption caused. Moreover, after the frustrating experience we've had communicating  with Explorica/WorldStrides, we find it difficult to trust the  organization with our child's travel.
  

  We continue to request a full refund.

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

  REPLY TO THE BUSINESS:
  

  
  Hello ****** and Explorica/WorldStrides Team
  
  Thank you for your response regarding our complaint.
  
  We appreciate your acknowledgment of our concerns, however, the situation has not been handled fairly.
  
  Our family originally registered for a trip scheduled for May 2025. We were recently informed that the trip was being postponed to April 2026nearly a full year laterdue to low enrollment. While we understand that unexpected circumstances can arise, this is not a minor adjustment. It fundamentally changes the timing and feasibility of the trip for our child and our family.
  The new dates do not work for us. A year is a long time in a students life. Academic priorities, schedules, and personal circumstances can shift dramatically in that time. We were not offered a true choice in the matterjust an option to accept the new date or cancel with significant financial penalties. That does not feel right or fair, especially given that this change was not our decision.
  
  We also want to point out that while your terms and conditions mention the possibility of changes due to enrollment numbers, they dont clearly suggest that postponing a trip for an entire year would be acceptable without offering families a full refund. The way these terms are applied leaves families in a vulnerable position, with little room to make decisions that are right for them.
  
  Additionally, the $100 future trip discount does not meaningfully address the disruption or financial strain this has caused. We had made plans around the original schedule, including work and family commitments, and have now been placed in a position where we are either forced to wait another year or lose a substantial portion of our payment.
  
  Moreover, after the frustrating experience we've had communicating with Explorica/WorldStrides, we find it difficult to trust the organization with our child's travel. If a problem arises, this situation has shown how it may be handledwithout adequate transparency, flexibility, or care for the families involved.
  
  We sincerely hope you will take this request seriously and respond with a resolution that respects the trust we placed in your company.
  
  ***** and **** **********