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:05/04/2023

  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.

  Envision:World Strides Azariyah ***** ID# *************** ************* June25-July 3, 2023 **** 1st point of contact was on 3/28/23 to request cancellation/refund due to unforeseen medical issues. I filed my request prior to the refund request deadline of 4/4/23. My request was escalated to a supervisor. Received a call from supervisor on 4/3/23 requesting to send in documentation. Emailed documentation from doctors on 4/7/23. On 4/10/23 received a response email stating that the ************* recommends I contact the Travel and Tuition plan we purchased with our program to cancel and issue refund. Contacted *********** with (underwritten by ************* ********************** under form series T7000 et. al., T210 et. al. and TP-401 et. al. *** ************** group) . Spoke with claims ***** stated that I needed to have policy # and to get it from Envision/Worldstrides. Sent email request for policy # on 4/13/23 NO RESPONSE. My 3rd attempt to contact US *************** I was emailed a claim form that also requested proof of payment. I AGAIN contacted Envision/World Strides to request an itemized receipt of payment on 4/28/23 and have yet to receive an itemized receipt. This is RIDICULOUS. My daughter fund raised the money to attend this program which was well over $5k. Now due to a diagnosis of Disassociative Anxiety / Mood disorder which is requiring a series of different medication with side effects that we feel could make her unsafe to attend this program. I am aware of the Class Action Law Suite that WorldStrides as against not issuing refunds. I followed all the protocol to request/receive refund and I expect such.

  Business Response

  Date: 05/05/2023

  Thank you for contacting WorldStrides!  
  
  Thank you for taking the time to forward your concerns, we certainly empathize and understand this situation. 
  I apologize if you feel your experience was less than exceptional. WorldStrides works closely with your Program Leader to plan every aspect of the trip to ensure that every student has a once-in-a-lifetime experience.  
  
  We have reviewed your account and the Invoice was sent, if you havent received it please double-check your spam folder.
  Regarding the policy number that youre referring to, theres no policy number needed for these types of claims, you only need to call ************ and submit your claim with one of their representatives to receive your refund.
  
  We have been around for more than 50 years, and we continue to focus on the future,which we hope will be bright for your family too. Our desire is for your student will have a chance to enjoy an educational travel experience in the future.  
  We hope to earn your trust again to contribute to your students learning journey.  
  
  
  Best Regards,
  
  *****************************
  Product Delivery, Customer Support  
  
  **********************
  **********************************************************************************************
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.
  
  

• Initial Complaint

  Date:04/24/2023

  Type:Billing 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 daughter had a school trip set for ***** I originally had setup for autopay to pay this trip but i had to close my account out at that bank. The date the money was due came and i logged in and went to pay in full and i saw i had fees due to the autopay not working. I was okay with paying the fees but then it turns out the trip was canceled. I was told we would get reimbursed full funds for the trip. I am now being told that i would not get the fees for the autopay. I called and asked to be reimbursed since the trip was cancelled by the school not by me. I was told they would not reimburse and that there was no one there that could help me with the fees.

  Business Response

  Date: 04/25/2023

  Thank you for contacting WorldStrides! 
  
  The services provided by WorldStrides begin long before the trip, which is why we have handling account fees of $6 that will be added monthly each billing cycle. 
  
  Monthly payments are required to keep the account active and in good standing, which is why if we do not receive payment by the scheduled date a late installment of $15 will be added monthly each billing cycle. 
  
  The Full Refund Program protects your payments and provides a refund minus the cost of this program if you, the Program Leader, the school, or the schools administration need to cancel at any time before departure for any reason, the *** (Full Refund Program) protects your investment by reimbursing you for 100% of the amounts youve paid, minus the ***, enrollment fee and any other Non-Refundable Fees like handling fees and late installment charges.  
  
  Your refund was processed in two payments:
  
  DV-6880 for $1600
  MC-1263 $502
  
  Also, a refund CK for $16 will be sent to the address that we have on file.
  
  I apologize if you feel your experience was less than exceptional. WorldStrides works closely with your Program Leader to plan every aspect of the trip to ensure that every student has a once-in-a-lifetime experience.  
  
  Best Regards,
  
  *****************************
  Product Delivery, Customer Support  
  
  **********************
  *************************************************************************************** 22902.
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.
  
  

  Customer Answer

  Date: 04/26/2023

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  Date:04/21/2023

  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.

  My son was enrolled in a trip through his school to **********. The tour company, Explorica, changed the dates and itinerary of the trip several months after some payments had been made. The new dates/plan did not work for us and we canceled the trip. The price difference between the trips was around $600, which was refunded. A remaining balance of about $1,800 was not refunded because we didn't purchase the "for any reason" insurance policy. When I initially called to cancel the trip, I was told that at least 75% would be refunded. The company then said that information was given in error. They did provide an additional $100 for their error and our inconvenience. After multiple attempts with several individuals at the company, their final answer is that they will not provide any additional refund.

  Business Response

  Date: 04/24/2023

  Thank you for contacting Explorica! 
  
  We certainly empathize with and understand this situation. 
  
  After reviewing your account, I can confirm that your $1335 refund check will be sent out this week, it can take up to 3 weeks for you to receive it due to the US Mailing system.
  
  We have been around for more than 50 years, and we continue to focus on the future,which we hope will be bright for your family too. Our desire is for your student will have a chance to enjoy an educational travel experience in the future.  
  
  We hope to earn your trust again to contribute to your students learning journey.  
  
  If you have any additional questions or concerns, please contact **************** at *************************************************************** one of our representatives will be happy to assist you. 
  
  Regards, 
  *****************************
  Product Delivery, Customer Support  
  
  **********************  
  ************************************************; 
  ******, **. 02111  
  ************ 
  explorica.com 
  Connect with **: ******** | Instagram | ******* | LinkedIn | Blog 
  
  
  This email may contain confidential or privileged information.? If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others. 
  
  

• Initial Complaint

  Date:04/12/2023

  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.

  In January of 2023 I registered with World Stride for my daughters trip to **** with ********************************. When registering they charged me a $99.00 non-refundable fee to set up the account and the total price of the trip was $2,600.00. I applied for financial assistance through World Stride and was *****ed $250 towards my daughters trip. I made an $800.00 payment on February 10, 2023 and another payment of $1,141.00 on March 7, 2023. I am a single mother of 2 and only make ****** a year so it was hard to come up with the money. I called WorldStride and explained I would not be able to make the final payment of $409.00, I was having difficulty coming up with the money. The reassured me everything was fine and they would ***** me !00% of my refund, because this trip was canceled to special circumstances. Before I hung up the phone I asked again and they said yes it would be refunded 100% and the money would be reimbursed in 4-6 weeks onto the debit card I used. They refunded me a total of $1,141.00 as of April 11, 2023.I called the company they stated they sent another refund for $100 but I have yet to receive that refund. I am asking for the full refund they stated I would receive, because the trip was not booked fully the last payment for the trip was due March 10,2023, after that date was when they would take processing fees for the money.

  Business Response

  Date: 04/13/2023

  Thank you for contacting WorldStrides!
  
  Good afternoon ***************,
  
  Thank you for taking the time to forward your concerns, we certainly empathize and understand this situation.
  I apologize if you feel your experience was less than exceptional. WorldStrides works closely with your Program Leader to plan every aspect of the trip to ensure that every student has a once-in-a-lifetime experience.
  
  The services and value we provide begin long before your date of departure, and there are signi?cant unrecoverable costs as your departure date approaches. Therefore, since you do not enroll in the Full Refund Program your account falls under the Standard Cancelation Policy. WorldStrides can retain up to 100% of the money paid into the account, based on the date of cancellation which is stated in the Terms and Conditions signed upon your online registration.
  
  After reviewing your account and the phone conversation that you had with one of our representatives on 03/09/2023 it was stated that the refund amount that you qualify for was $1280 which has already been refunded on 03/28/2023.
  Weve been around for more than 50 years, and we continue to focus on the future,which we hope will be bright for your family too. Our desire is for your student will have a chance to enjoy an educational travel experience in the future.
  Best Regards,
  
  *****************************
  Individual Travel & Experience
  
  WorldStrides
  **********************************************************************************************
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.
  
  

  Customer Answer

  Date: 04/17/2023

  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.
  
  The payment program I signed up for stated that if the group cancelled the trip we would not be refunded the full amount that we paid in to the account but if we were unable to come up with the full amount for the trip by March 10, 2023 that a refund would be made to the individual. The customer service representative I talked to on March 8, 2023 also stated I was able to get my full 100% refund or I would not be filling this complaint. It also states on the phone calls that worldstride records all calls in case  these types of situations arise. It would be greatly appreciated if your company would follow through with the statements they made about refunding the full amount. 
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  Date:03/31/2023

  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 son's school is planning a trip coming ****; Explorica is the travel agency the school is currently working with this trip was booked on 12/14/2022. Here is a copy of the cancellation letter I received on 1/2/2023. As stated over the phone, your account has been canceled. Please be advised when canceling, if prior to 150 days from departing, a cancellation fee of $399.00 will be assessed, along with the non-refundable deposit and the cost of your insurance service. Please proceed to contact Trip Mate to submit a claim on your 'Cancel for Any Reason Benefit' and recover up to the 75% of the cancellation fee. Regards,******************************* | Customer Experience Associate.I contacted Tripmate and filed a claim. I never received any corrections from Tripmate regarding my file. On 3/14/23, I followed up with Tripmate and was told over the phone that the claim was denied, and the staff stated I would receive a letter in the mail which I never did. I followed up again today and spoke with **, and he states Explorica was refunded $268.31, which should have been refunded to my credit card. I am requesting a full refund for all payments and fees.

  Business Response

  Date: 04/04/2023

  Thank you for contacting Explorica!

  We reviewed your request, and we apologize for this misunderstanding, the process is when we deal with a cancellation is always refer you to the insurance company just in case you received a refund for even more than 75% of you cancellation fee.
  

  Now,even if the insurance company denies your claim, we will honor it.

  This refund will be applied 30 days after you receive a denial letter from the insurance.

   If you have any additional questions or concerns, please contact **************** at ******************************* and one of our representatives will be happy to assist you.
  Regards,
  
  *****************************
  Individual Travel & Experience Representative
  
  Explorica by WorldStrides
  *****************************************************************. 02111
  ************
  
  explorica.com
  Connect with **: ******** | Instagram | ******* | LinkedIn | Blog
  This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.
  

  
  

  Customer Answer

  Date: 04/05/2023

  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.
  
  The reply from the business still do not address my issues and concerns. The insurance company is saying one thing Expolica is saying another I am requesting a full refund. I have not received any denial letter in the mail or via email. I am still getting the run around. 
  
  Regards,
  
  *************************
  
  
  
  
  

  Business Response

  Date: 04/17/2023

  Thank you for contacting Explorica!
  
  According to our system, the $307.54 payment made on 1/20/2023 was declined and we processes a refund of $268.16.
  
  A refund CK for $268.16 was sent on 03/29/2023 depending on the ** (*** SRT) Mailing system it can take up to 4 weeks for you to receive it. 
  
  If you have any additional questions or concerns, please contact **************** at ******************************* and one of our representatives will be happy to assist you.
  
  Regards,
  
  *****************************
  Product Delivery, Customer Support
  
  **********************
  ********************************************************************************************
  **************
  explorica.com
  Connect with **: ******** | Instagram | ******* | LinkedIn | Blog
   This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others
  
  

  Customer Answer

  Date: 04/21/2023

  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 claim is not satisfied until I receive my full refund. As today I still have not received a check in the mail or a deposit. 
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  Date:03/14/2023

  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.

  on 2-6-2023 I received an email from ************************* <*********************************************> notifying me that my child's reservation for a trip that company was offering was at risk of being released because the full balance for a trip that wasn't to be until the end of May 2023 needed to be paid in full. I was initially told that I had until up to the day of the trip to pay the full balance. Additionally, I was not able to renew my daughter's passport due to her father and I sharing custody and him not being able to be found to sign the consent to renew. The last we heard after he was released from jail was that he we was living in his car.... He does not pay child support and does not have employment so there is no way to find him. I responded back to the email asking them to process a refund if they were going to cancel her reservation anyway. I had paid $1,050 into their program at that point. *************************, financial services representative for Worldstrides, responded back on 2-7-2023 confirming that my child's trip had been canceled and that I would receive a refund for $852. I followed up 3 times about the timing of the refund. On 2-21-2023 I was told I could expect my refund on or before March 6th. The last follow-up email I sent inquiring about the refund I still had yet to see was on 3-13-2023. I was then told that I didn't qualify for a refund. That doesn't make sense. How could I qualify before, but not now..? The request for refund came after they notified me that they would cancel my daughters trip for my inability to pay the full balance of $3,500. How can they both cancel the trip and keep my money?

  Business Response

  Date: 03/16/2023

  Thank you for contacting WorldStrides!
  
  Thank you for taking the time to forward your concerns, we certainly empathize and understand this situation.
  I apologize you feel your experience was less than exceptional. WorldStrides works closely with your Program Leader to plan every aspect of the trip to ensure that every student has a once-in-a-lifetime experience.
  
  I understand there was a miscommunication regarding your eligibility for a refund, and we apologize for that.
  
  At the time of online registration, you accepted our terms and conditions and declined the offer to add our Full refund program that protects your investment in case of cancellation, which is why your account falls under our standard cancellation policy with which you are not entitled to any refund.
  
  Unfortunately, our companys terms and conditions do now allow for a refund in your specific case, and I want to ensure that we are transparent with you in our decision.
  
  I acknowledge that our mistake may have caused confusion and frustration on your end, and I want to emphasize that we base our refunds on our legal terms and conditions; my error does not change that fact.
  
  However, as compensation, we can offer you a 10% refund for the amount you paid which is $105.
  
  Please let me know if you would like to start the refund process for the compensation I mentioned.
  
  Best Regards,
  
  *****************************
  Individual Travel & Experience
  
  WorldStrides
  **********************************************************************************************
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  

• Initial Complaint

  Date:03/07/2023

  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 cancelled a trip on Jan 24th and they said the refund the trip within 3-4 weeks. I called back on Feb 22nd and they said they would escalate to Finance and process a refund since it had been over 4 weeks. I called again a week later and they said that it would be processed in another 3-4 weeks. I asked that they escalate to finance and they agreed. Today, March 7th, I called again and they said it would be processed in a couple weeks and they told me that it takes 4-8 weeks to process and that I called in late Feb. I reminded them of the Jan cancellation date and they said they would escalate with finance. I do not believe that their refunds are timely, that they are communicating accurate information, and that they keep a call log of customer calls with follow-up.

  Business Response

  Date: 03/09/2023

  Thank you for contacting BrightSpark by WorldStrides!
  
  Thank you for taking the time to forward your concerns, we certainly empathize and understand this situation.
  I apologize you feel your experience was less than exceptional. WorldStrides works daily to plan every aspect of the trip to ensure that every student has a once-in-a-lifetime experience.
  
  We would like to thank you for your patience during the refund process.
  
  The reimbursement process takes 4 to 6 weeks, we tried to make the refund on 3/08/2023 to the ********* credit card, however, it was declined, so it has to be made by check.
  
  We want to confirm that your refund has been sent.
  
  A refund CK for $987 was sent on 03/08/2023 depending on the US Mailing system it can take up to 2 weeks for you to receive it.
  
  If you have any additional questions or concerns please contact **************** at ************************************* and one of our representatives will be happy to assist you.
  
  We appreciate and value your business!
  
  Best Regards,
  
  *****************************
  Individual Travel & Experience
  
  ****************** by WorldStrides
  218 ***************, Suite 400.
  ***************, **. 22902.
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.
  
  

• Initial Complaint

  Date:02/22/2023

  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 booked a school group trip through Explorica back in 2019. I stuck with the trip through several changes up to 2022. One of my daughters, had since graduated high school, was trying to come on the trip but was unable to because of classes and ROTC at her university.Since I had already paid for the trip, I tried to transfer it to my sister. Explorica representatives (2) on the phone that I could only do that if I cancelled my daughter's trip (with 75% forfeiture) and then added my sister for an extra $3800. Representative said this was due to the last minute request. My position is that any change to a paid up trip should be allowed and/or changed with a fee. I don't believe I should forfeit the entire purchase price of the trip $3205.00. Most of the activities during the trip do not require positive identification of the visitor (such as tickets to museums) and Explorica saying they would be "out the ticket prices" does not ring true. I'm not trying to take money away from the company, merely let a subsitute traveler attend when the original traveler cannot. Travel policy refers to cancellation only, and I did not want to cancel. Explorica representatives were completely unhelpful, with no return calls, as promised to me or the group leader.

  Business Response

  Date: 02/24/2023

  Thank you for contacting Explorica by WorldStrides!

  Dear ******************,
  
  The $672 is not a cancellation fee to be paid. This is the amount that would be issued as a refund after ********* account is cancelled.Instead of refunding $672 to you directly, we could transfer that amount to ******* after she registers.
  
  It is correct that we cannot guarantee ******** spot upon registration. The reason is that we are 36 days to departure and new bookings are subject to availability.

  We just want to be clear about the possibility that there may no longer be availability for a new traveler to join the group. In the event that ******* registers and we are unable to make bookings for her, 100 percent of the funds paid toward her account will be refunded.
  
  Since we are close to departure, most of the bookings have already been made for ******** and cannot be refunded by the vendors. Thus, we would need to make entirely new bookings for *******. The amount retained on ********* account would cover her cancelled and nonrefundable bookings. Had we cancelled ******** and registered *********************, we would have been able to transfer more of Margarets funds to *******.
  
  I see that you indeed purchased the standard Travel Protection Plan. If we were to cancel Margarets account, I cannot guarantee that the plan would cover the cancellation under these circumstances (the plan details can be found on page 8 of the terms and conditions attached) but you are still welcome to file a claim with ******** to see if they would offer any reimbursement.  

  
  Best Regards,
  
  *****************************
  Individual Travel & Experience
  
  WorldStrides
  218 ***************, Suite 400.
  ***************, **. 22902.
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  

• Initial Complaint

  Date:02/18/2023

  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 childrens school sent home flyers for an upcoming trip to ***** during spring break ****. In the parent informational meeting it stated that signing up early would give a discounted price, and that purchasing the additional insurance coverage would guarantee that you could cancel for any reason for a full refund. I signed my two teens up and myself as I wasnt comfortable sending two teens to Europe by themselves with just one or two chaperones. I selected the cancel for any reason at anytime coverage paying $264 per person. Two payment were taken out of my account as auto payment was setup to pay monthly amounts. On January 3rd I emailed the company to cancel the trip, as reasons came up that I could no longer continue to send all of us in this trip. I received a response back that only $35 would be issued back to me. In red at the bottom there was this statement: ** Please reply to this email with confirmation that you would like to proceed with the cancellation, be advised your automatic payments have been stopped. **I replied back asking why only $35 when it should be a full refund minus the insurance of $264. I didnt receive a response through email and had to call in. They stated that there was a $399 cancelation fee and that I was guaranteed 75% back by submitting a claim through tripmate. On January 5th they pulled the monthly amounts from my card on file, even though their email stated that auto payments had stopped. They sent the invoice showing what I paid and what amount the were refunding again referencing that I could submit a claim through tripmate to receive the difference. I submitted a claim through tripmate and it was denied stating it had to fall under a specific circumstance for them to refund the difference and that the cancel for any reason plan was to be collected directly from explorica as it wasnt part of their insurance plan. This trip wouldnt have been booked had I known I wouldnt have a protection if needed to cancel

  Business Response

  Date: 02/24/2023

  Thank you for contacting Explorica by WorldStrides.
  
  Good day, *******************,
  
  First of all, we would like to apologize if the experience was anything less than extraordinary. Explorica by WorldStrides is always working to improve in every area possible in order to provide the best experience for the customer and the students who are traveling with us.
  
  I would like to inform you that you have been sent 3 refund checks for each participant:
  
  ***************************** $299.25
  ************************* $270.25
  ******************************* $270.25
  
  We understand that your inconvenience was having to make your complaint for the refund directly with Trip Mate however it is part of the protocol that we have to follow as we have an insurer involved due to the travel insurance that you had on each of your accounts.
  
  I reiterate once again that I would like to apologize on behalf of Explorica By WorldStrides.
  
  
  Best Regards,
  
  *****************************
  Individual Travel & Experience
  
  WorldStrides
  218 ***************, Suite 400.
  ***************, **. 22902.
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.

  Customer Answer

  Date: 02/25/2023

  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.
  
  All three of the accounts were charged the same $399 cancellation fee, and all three accounts paid the $264 for the cancel for any reason insurance. Yet, only one account is being reimbursed the 75% which is $299.25. The other two accounts should be reimbursed the same amounts. In the response from the business it states two accounts being reimbursed at a lesser amount. There should be three reimbursements each at $299.25.

  It is also poor business practice to do what they did, which was an attempt to not reimburse per the terms they stated. How many others just give up after being denied, which puts that money into the companys pocket. 

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

  
  

  Business Response

  Date: 03/01/2023

  Thank you for contacting Explorica by WorldStrides!
  
  According to the system, the difference between the refund for ******* and the one for ***** and ******** is that ******* is an adult so he has a different rate and a single room.
  Other than that, the cancellation and refund follow the rules set forth in the terms and conditions that were agreed to at the time of registration.
  Best Regards,
  
  *****************************
  Individual Travel & Experience
  
  WorldStrides
  218 ***************, Suite 400.
  ***************, **. 22902.
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn
  
  
  This email may contain confidential or privileged information.  If you are not the intended recipient, please advise by return email and delete immediately without reading or forwarding to others.
  
  
  
  

• Initial Complaint

  Date:02/02/2023

  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 had my son signed up to go on a trip with this company to *************. I paid for the extra incase for some reason we needed to cancel the trip. Today, we needed to make this decision and I called to cancel and they were going to only pay me 393$ for this trip that we have paid more for. They said it was because of the extra charges and fees for not paying on time. I explained to them when I have paid in the past that I would pay as I could and would like to be on a payment plan. Initally I was signed up on the plan and somehow this got VOIDED and then they kept accrewing charges. I have complained once to them about these extra charges and they had waived them. At this time at cancelation I was told that I would have to pay these extra fees for NOT paying on time. I am very upset and being a split house hold that his father doesn't take resonablity to help with these things leaves me to pay when I can and I WANT MY MONEY ALL BACK!

  Business Response

  Date: 02/09/2023

  Thank you for contacting WorldStrides!
  
  This is a courtesy email, we tried to contact you regarding your account but unfortunately, we couldnt reach you.
  Please provide the best phone number and time to reach you.
  
  
  Best Regards,
  
  *****************************
  Individual Travel & Experience
  
  WorldStrides
  218 ***************, Suite 400.
  ***************, **. 22902.
  
  worldstrides.com
  Connect with **: ******** | Instagram | ******* | LinkedIn