Business Profile

Special Education

WorldStrides

Headquarters

Complaints

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

Customer Complaints Summary

133 total complaints in the last 3 years.
44 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/14/2024
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.
Dear BBB Complaints Department,I'm filing a formal complaint against Honors Performance Series by WorldStrides regarding a refund dispute. The company has failed to fulfill its commitment and resolve the issue satisfactorily. I need your help to resolve this matter.Details of my complaint: Date of the Transaction: 11/30/2023: $270.00 4 installments of $399.16 on 12/15/2023, 1/15, 2/15, 3/15/2024 Amount Paid: Total: $1,625.48 4 out of 6 month payments: $1,596.64, 4th payment credit card fee: $7.98 Deposit: $250, Application fee: $20, Refund: -$249.14 Services Committed: Performance at *********************: June *****, 2024 Minor travel arrangements and ****** services.Nature of the Dispute:Choosing *********** (17 miles from *********************) over LAX (27 miles) caused logistical issues, making it nearly impossible to find a direct flight within a reasonable range. The impractical ****** service timing led to the trip's cancellation and a refund request. Despite timely cancellation and eligibility for a refund, the amount received was less than agreed.Attempts to Resolve:Despite multiple attempts with emails on March 18, April 15, and May 8, the business has failed to provide a satisfactory resolution. Their inconsistent responses and lack of responsibility are concerning. The offered non-refundable credit is unacceptable due to logistical and trust issues.Contact Personnel:*********************************** - Admissions Advisor **************** - Admissions Advisor, Team Lead ********************************************* *************** (toll-free)Involvement of Advertising:The issue began with a November 30, 2023 email inquiry about airport arrangements for minor participants. The December 1, 2023 response promised more information, but none was provided.I seek a full refund of the remaining amount owed as per the company's cancellation policy. I appreciate your attention and request your assistance in resolving this dispute.
Business Response
Date: 05/17/2024
Dear Youngmoon,
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.
Regarding your concern about the student's safety and travel to and from the program, please be advised that the information was confirmed before applying that meals and travel to and from the program location are not included in the pricing. We do provide shuttles for the finalists within a certain time frame. Due to the nature of the program,which is designed for middle school students, we are able to provide a staff member to accompany students who are considered unaccompanied minors. This is in accordance with the families' requests and the information provided to us.The hotel is located in *********, **, and *************** is closer to the hotel (within 20 minutes) compared to LAX, which is 1.5 hours away. Please be aware that all aspects of these programs are thoroughly considered when making arrangements.
After consulting with the corresponding departments,we can confirm that a refund of $1,347.50 will be sent you within the following 3- 5 business days after the $270.00 retention for the initial deposit.

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: 05/22/2024
[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:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
As of today, 5/22/2024, this complaint has been resolved to my satisfaction.
Thank you for helping us.

Regards,

*************************
Initial Complaint
Date:05/11/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After speaking with representatives at Explorica, one traveler/guide leader, and multiple Explorica team members, it's clear the information of requested invoices and received are invalid and inaccurate. My account was initially locked in with inaccurate/missing passport information. Explorica is unable to provide screenshot of my Passport Information. I sent emails with attachments to Explorica and TripMates Travelers Protection Plan including **** Certified Mail ID: ************************ that remains "in transit by the **** Office" in ********, ********: my original request 1. Full Refund $1,972.13 and 2. Postpone trip after October 2024 as TBA status.I remain in contact with one traveler/guide leader and have discussed concerns as listed here, but I have received no response from the 3rd traveler (zero response after three attempts, three different email/inbox portals). Asked for copies of other travelers' invoices (no response). I am not convinced the 3rd traveler intends to travel as I have not spoken with 3rd traveler since last April 8, 2023. I have also discussed my concerns of two unemployment, underemployment, unemployment appeals/Texas state law, and financial situations since January 2020. Screenshots and attachments are below.As of today, Saturday, May 11, 2024, I remain without a full-time employment, financial stability, employer health insurance, therefore, my new request is as follows: I am requesting a full refund $1,972.13, refund of last transaction $508.00 credit card transaction made on March 15, 2024, under the Fair Credit Billing Act within 60-days before May 15, 2024, I am due to all refunds without added "this or that" fees, cancellation fees, and any other fees associated with this account. Please include confirmations of full cancellations, full refunds from Explorica and TripMates Travelers Protections due to inadequate/invalid invoices produced (under US of Transportation Fly Rights). I should not be billed $5,302.00.
Business Response
Date: 05/17/2024
Dear ****,
Thank you for sharing your review with us. We appreciate your candidness and apologize for any inconvenience you experienced. Your feedback is invaluable as it helps us identify areas for improvement.
After reviewing your account our records indicate that you registered yourself online, before completing the registration on our website we share our Letter of Terms and Conditions, in which our Standard Cancelation Policy is outlined as well as the coverage provided with the purchase of Travel Protection Plan Plus. In addition, there is a link to them next to the payment link on your customer online account, we keep it handy with the sole purpose of keeping our parents informed.
Upon review of your account and recent communication, we have confirmed that you have requested to have your account remain active and have been offered payment plans to facilitate your travel plans. Nonetheless, our records indicate that you have yet to select a payment plan to ensure your account remains active.

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 *********************** or school administration cancel beyond the 24-hour grace ******* WorldStrides will be entitled to retain (in addition to the Non-Refundable Fees):

$399 non-refundable fee if more than 150 days
$599 non-refundable fee if between ******* days
50% of all fees + $99 non-refundable fee if between ****** days
75% of all fees + $99 non-refundable fee if between ***** days
100% if 30 days or less
Please be aware that the trip is currently at 44 days prior to the departure date. Therefore, if you decide to cancel, you will not be eligible for a refund from Explorica.However, you will be eligible to file a claim with Trip Mate, which may result in a $1189.00 refund.
Once again,thank you for choosing WorldStrides. We truly value your business and hope to have the opportunity to continue serving you.

Best regards,

***********************
Customer Answer
Date: 05/19/2024
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.

After filing with BBB, ************************* and two family members experienced natural disaster on Thursday, May 16, 2024 in *****. Three family members are currently homeless. Requests for full $1,972.13 remains unresolved by "policies". This is an exceptional case matter. Attached is new federal regulation *********************** / ********** of ************** and Certified Mail Investigation Search.

Regards,

*************************
Initial Complaint
Date:05/10/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
1. During high school art class, the opportunity arose for a group trip to ****** during spring break. To fulfill the dream of the child aspiring to be an artist, I arranged and applied for the trip, which cost close to CAD$5000.2. After seeing an advertisement from Explorica by WorldStrides, I opted to enroll in an insurance policy with additional coverage called "Cancel for any reason benefit," rather than a standard traveler's insurance. The advertisement did not provide any notice regarding cancellation terms.3. As the child is an international student and had to prepare alone, she developed a lump under her chin which required a hospital visit. However, as the child found it difficult to go to the hospital alone without her parents, she endured it until the day before the trip to ******, which eventually led to cancelling on the day of the trip. Two days later, she returned to ***** and went straight to the hospital.4. At the hospital, she was diagnosed with lymphadenopathy and was advised by the doctor to avoid stress and fatigue.5. Upon contacting Explorica by WorldStrides regarding the cancellation and refund, I was informed that although refunds for travel agency cancellations were not possible, I would still be eligible for 75% of the cancellation fee even if ************** denied my claim since I had enrolled in "Cancel for any reason benefit" insurance.6. I filed a claim with **************, but I received a paper mail stating the denial. I was advised to wait 3-4 weeks for the refund when I contacted WorldStrides about this.7. After 3-4 weeks later, I received an email from Explorica by WorldStrides stating that Tugo would not be giving me a refund. I understand this insurance product is a collaboration between Explorica by WorldStrides and Tugo. I have spent 2 months waiting solely for the refund as this is what WorldStrides has advised me to do. There are emails from WorldStrides that guaranteed my refund and the advertisement on the website.
Business Response
Date: 05/16/2024
Dear *****,
Thank you for sharing your review with us. We appreciate your candidness and apologize for any inconvenience you experienced. Your feedback is invaluable as it helps us identify areas for improvement.
After reviewing your account our records indicate that you registered your daughter online, before completing the registration on our website we share our Letter of Terms and Conditions, in which our Standard Cancelation Policy is outlined as well as the coverage provided with the purchase of Travel Protection Plan Plus. In addition, there is a link to them next to the payment link on your customer online account, we keep it handy with the sole purpose of keeping our parents informed.
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 enrol in the Cancel for Any Reason Plan and you, the *********************** or school administration cancel beyond the 24-hour grace ******* WorldStrides will be entitled to retain (in addition to the Non-Refundable Fees):

$399 non-refundable fee if more than 150 days
$599 non-refundable fee if between ******* days
50% of all fees + $99 non-refundable fee if between ****** days
75% of all fees + $99 non-refundable fee if between ***** days
100% if 30 days or less

Reviewing your account and the communication with you, we can see that we first received your inquiry regarding the cancelation process the day of the departure of the trip which was on August 31st,. At this point, we were unable to make any changes to the secured reservations made for your daughter.

Our terms and conditions mention the below information regarding Travel Protection Plan Plus Coverage:

The Travel Protection Plan Plus, which includes the ****************** package from TuGo, covers you for a range of events, including:
A travelers injury,sickness, or death of a family member.
Theft of passports or visas.
Flight cancellations and delays.
Loss of luggage and personal effects.
Trip cancellation or trip interruption due to covered reasons such as illness, injury, death, acts of terror.
Trip cancellation due to the ********** of Canada travel advisory for Avoid all travel or Avoid non-essential travel
************ or governing organization-enforced trip cancellations

Along with providing you with the above-insured benefits from TuGo, the Travel Protection Plan Plus also includes the WorldStrides exclusive Cancel For Any Reason (CFAR) Waiver benefit.

This CFAR waiver allows you to cancel your trip for any reason not otherwise covered by your insurance policy. WorldStrides will reimburse you for 75% of the applicable non-refundable cancellation fees, provided you cancel your trip thirty (30)days or more before your scheduled trip departure date.

The Cancel For Any Reason Waiver benefit does not cover: Penalties associated with any air or other travel arrangements not provided by WorldStrides; or The failure of WorldStrides to provide the bargained-for travel arrangements due to cessation of operations for any reason

We are very sorry that your daughter was not able to attend the trip, and we understand that canceling was not ideal. However, our policy clearly states that canceling 45 days or less from the departure date of the trip entitles you to a cancelation fee of 100% retention of the cost of the trip and that a CFAR waiver is only available if you cancel 30 days before departure.
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.
Initial Complaint
Date:05/10/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 22, 2023 we contracted with Explorica for a small group trip to ******** and *******. This trip was to be 15 days and leave on August 5th 2024. We chose to make monthly installments. After taking out last payment 5/5/24, the company informed us they could not complete our trip. We could cancel or take a lesser trip in early July. **************** and communication had already been poor. We have chosen to cancel and not use Explorica again. We have been contacted that they would refund our trip on 5/10/24. We hope it is a full refund for the trip, the extra Irish dancing night, the trip insurance, and the extra fees for using our **** the last 3 payments. This tirp has cost us over $10,000.
Business Response
Date: 05/13/2024
Dear ***** and ****,
Thank you for sharing your review with us. We appreciate your candidness and apologize for any inconvenience you experienced. Your feedback is invaluable as it helps us identify areas for improvement.
We understand that your recent experience fell short of expectations, and for that, we sincerely apologize. Our team is committed to rectifying the situation promptly. Here are the steps were taking:
Investigation: Weve thoroughly investigated the issue you raised to prevent similar occurrences in the future.
Training and Improvement: Our staff will undergo additional training to enhance service quality.
Resolution: We aim to make things right. A $6,193.26 refund is being issued to each of you; this will be sent to your payment method on file, should this refund be declined, we will refund you in the form of a check to the mailing address associated with your Explorica's accounts.
We understand that the cancellation and rebooking were not ideal, please accept our deepest apologies for any inconvenience caused. We value your business and hope to regain your trust. Thank you for choosing us,and we look forward to serving you better next time.
Best regards,

***********************
Initial Complaint
Date:05/09/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We scheduled a trip with Worldstrides in the summer of 2022.
It was a Disney/ Universal trip. Five days, four nights.
I had worked with Brightspark before. We had paid as a group, not as an individual.
For this trip I was assured that the students paying individually and not as a group would be better.
I signed my contract.
Unfortunately, the 'portal' never worked. I could never see who signed up, who was paying and who wasn't.
Finally when it came down to the last minute, I contracted to buy Universal Fast Passes. It was something the kids asked for.
Unfortunately, due to the portal not working, I could never tell how many kids had officially signed up and were officially paying.
When it it February, all of the sudden I was hit not only with the cost of the fast passes I had added, but also a 'quota' fee. With Worldstrides, the quota not being met, means the group has to PAY MORE becuase we're not a large group. I understoon the quota, but could NEVER see how many kids were signed up or even kids who dropped.
You can say what you want, but basically this was an exhtortion fee. They would NOT release my tickets to me - wothout having paid the QUOTA overcharge. It doesn't cost more to send a gorup of 20 - versus a group of 30. As a teacher, my tickets are a 'comp'. This is ALL BADD BUSINESS practice. Basically Worldstrides held y trip my over my head - includuing sending the balance to both my admin and superintendent to MAKE SURE THEY GOT THE QUOTA overage charge. Students going on a four day Disney trip do not pay more for a group fo 20 or a group of 30. Teacher tickets are still a comp. This is a BAD BUSINESS practice by Worldstrides trying to GET MORE MONEY out of smaller groups. Just becuase I am a group of 20 doesn't mean I should pay more for the same experience as a group of 20.
I WILL NOT LET THIS GO! I paid $3,000 out of my own pocket to make this trip happen. It's SAD that Worldstrides could NOT negotiate with a SMALLER group. You're either a large group so they can make the profit or you PAY for them to make a profit. When I SPECIFICALLY asked how other groups deal with this - she simply said- the BOOSTER club pays the overage. IT'S WRONG! I am NOT paying MORE for the same trip a group of 30 would have!!! It's WRONG to charge MORE for the EXACT SAME TRIP becuase I didn't meet quota- and even MORE wrong when Worldstrides DID NOT LIVE UP TO THE CONTRACT by not honoring a working portal for tour participants. You can say I didn't meet my contract, but you didn't meet THE WORLDSTRIDES contract long before.
EVEN THOUGH I CONTACTED THEM multiple times, no options were given other than PAY UP and PAY NOW.
Business Response
Date: 05/16/2024
Dear T***

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 requested to
travel with a smaller number of travelers without meeting the payment
agreements established. 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.
We understand and regret to hear that you had a different idea
of how group travel works, however, the prices quoted for our trips are set to
ensure quality services are delivered to our customers, and that’s the reason
we set the correct expectations from the beginning, this is regarding the price
of the trip, it’s possible changes based on the number of students and any
additional requests you made such as the express passes.
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.
We continually explored alternative solutions with you within
the existing guidelines, we absorbed the cost of one of your participants to keep
the trip adjustment as low as possible.
Thank you for your patience and continued support. We value your
business and hope to address your concerns effectively.
Best regards,
Business Response
Date: 05/20/2024
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 would like to confirm that the
price quoted for this trip was not changed attached, you will find the contract
signed with the specifics of the services included and a table with the prices
included. Our records indicate that you did request assistance once regarding
login issues on the portal, however, this inquiry was promptly addressed, and
we did not receive further inquiries.
As part of our standard payment
plans, we offer extended payment options. However, our records indicate that
you offered to cover these amounts as per the email attached and requested that
this adjustment not be added to the student's account.
The trip prices are quoted based on
the number of participants because we work with group travel and in order for
quality services to be provided by our third-party vendors, prices are to be
met. This is why this information has been disclosed since the beginning of the
process not only to program leaders but it is also disclosed in our terms and
conditions.
We appreciate your feedback and concerns. Based on
the information provided, we have rendered our services and are in compliance
with the terms of the attached contract.
Thank you for your patience and continued support.
We value your business and hope to address your concerns effectively.
Best regards,
Isabel S****
Customer Answer
Date: 05/20/2024
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.
You can add every piece of documentation that you wish - a tip does not equate to an added $*** per student. You basically EXTORT money from students and groups. At that point, 90 days before we travel, what choice did I have? Do you think these students had an extra $*** per person to pay for this trip???? They did NOT and two CANCELLED after finding out it was MORE money. This put me even MORE below my quota. However, I would never know this, as I could not login to SEE how many kids were enrolled on the trip, nor was notified of any drops. You can keep adding documents to your heart is content. You are in the wrong. YOU BROKE THE CONTRACT by not allowing me to SEE who was or was not going on the trip. How would I know? THEN, of COURSE, I said I would take the extra cost, becuase I wasn't passing that to the kids too!!!!!! I paid $***** of MY OWN MONEY becuase you were extorting money from children who ALREADY PAID FOR A TRIP. It's not their fault not enough people signed up; I had NO CLUE who signed up. When it came down to 90 days before we travel, I had two choices, NOT GO or pay the money. You can continue to say what you want, but THIS IS BAD BUSINESS PRACTICE. Set a price and be done. I should pay more for the trip becuase I am a group of 20 as compared to a group of 50. It doesn't COST MORE FOR A GROUP OF 20. And it your 'tipping' constitutes an extra $*** per student, then SOMETHING IS WRONG. I will not let this go. You ARE going to make this right. I don't have a BOOSTER club to pay the extra (which is what I was told on the phone to do). There's only me. I was ASSURED that doing the trip by having each of the kids sign up online would be EASIER. It wasn't. It was harder, and I could not manage my own trip. YOU HAVE YET TO ADDRESS THE FACT THAT YOUR WEBSITE NEVER WORKED for me - until the last weekend of April when you demanded money. NO PAYMENT PLAN WAS OFFERED TO ME -
I have countless emails to your company complaining about the website - and AGAIN- if I can't see who is or isn't on the trip, what good does it do to have one? AND my CONTRACT that you so gallantly place here, STATES that I have a WORKING TOUR PORTAL.
In February, I had no choice but to pay or cancel the trip, where the students who DIDn't buy your insurance plan would lose the money. You need to better budget a trip. I should have to pay more for the EXACT SAME TRIP that others are taking because I am a smaller group. We don't cost you more money!!!

Regards,

T*** ***********
Initial Complaint
Date:05/09/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May ********* signed up for the "Mrs. Schuemyer's Scotland and ************** tour through Explorica and began payments for my trip on December 19th, 2023. The trip promised a tour of ******* and ******** Aug. 5th - Aug. 19th 2024. Explorica was to take care of flight/tickets, hotel costs, entry to several tourist sites and travel expenses via bus, etc.. as we traveled from place to place.I made my first downpayment on Dec. 19th for $386. I signed up for a monthly payment in order to pay the total amount of $7,280. I had decided to pay extra for my own private room as well as an additional "folk night" that was offered as part of the trip. I have payed 4 more payments of $1,149.00 for a total of $4,982.00 total that I have paid towards my trip. I was informed on 5/8/2024 from our trip coordinator ***************************** that her manager has directed her to inform our group that there was some kind of mix up and they will not be able to honor our trip. Our options were to join another trip "The Best of Ireland" with another group going July 8th - July 16th. This trip would be $1500 cheaper than the one I had signed up for. Or to cancel and I would get a full refund.The friend I was going with is not able to go in July and I as a single woman am not comfortable traveling by myself. Explorica has had since December to plan this trip. They have had everyone's passport information to purchase tickets since April of 2024. I am very upset that they falsely promised a trip, took my money and did not deliver what they promised. I have also been informed by **** that her managers have told the group that the refund money "could take a while" to be returned. This is unacceptable. I wish to be refunded the full amount of $4,982.00 as soon as possible. This should not take more than 48 hours. This is their mistake and they have falsely taken customers money without delivering the services they promised. They should be held accountable for their actions.
Business Response
Date: 05/09/2024
Dear *******,
Thank you for sharing your review with us. We appreciate your candidness and apologize for any inconvenience you experienced. Your feedback is invaluable as it helps us identify areas for improvement.
We understand that your recent experience fell short of expectations, and for that, we sincerely apologize. Our team is committed to rectifying the situation promptly. Here are the steps were taking:
Investigation: Weve thoroughly investigated the issue you raised to prevent similar occurrences in the future.
Training and Improvement: Our staff will undergo additional training to enhance service quality.
Resolution: We aim to make things right. A $4603.00 refund is being issued to you; this will be sent to you in the form of a check to the mailing address associated with your Exploricas account.
We understand that the cancellation and rebooking were not ideal, please accept our deepest apologies for any inconvenience caused. We value your business and hope to regain your trust. Thank you for choosing us,and we look forward to serving you better next time.
Best regards,

***********************
Customer Answer
Date: 05/13/2024
To Whom It May ******************
My name is ***************************. My complaint number is below. Explorica has offered me a refund. I am trying to decide whether to accept the company's offer; however, they did not offer me my full refund and I would like to know why. They offered $4603.00 and I paid $4,982.00. I attached a screenshot of the payments to this email as well as to my complaint file. If the difference in payment was due to a "non-refundable" fee I would just like to know that's why there is a $379 difference in what I have paid them versus what they are refunding me. They did not explain why I was not getting my full refund in their response. So I am confused. The lack of communication on their part is disappointing.

complaint #********
Customer Answer
Date: 05/13/2024
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.

My name is ***************************. My complaint number is below. Explorica has offered me a refund. I am trying to decide whether to accept the company's offer; however, they did not offer me my full refund and I would like to know why. They offered $4603.00 and I paid $4,982.00. I attached a screenshot of the payments to this email as well as to my complaint file. If the difference in payment was due to a "non-refundable" fee I would just like to know that's why there is a $379 difference in what I have paid them versus what they are refunding me. They did not explain why I was not getting my full refund in their response. So I am confused. The lack of communication on their part is disappointing.

complaint #********

Regards,

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

Business Response
Date: 05/16/2024
Dear *******,
Thank you for reaching out to us regarding your recent experience. We appreciate your feedback and take all customer concerns seriously.
We can confirm that were actively working with the relevant departments a final resolution has been reached and we will fully refund you. Your account as of 05/10/24 has been adjusted and it is currently reflecting a $4982.00 refund that will be sent yo you in the form of a check to the mailing address on file. This refund check will be mailed to you through **** standard service not later than 06/07/4.
Thank you for your patience and continued support. We value your business and hope to address your concerns effectively.
Best regards,
***********************.
Customer Answer
Date: 05/16/2024
Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: **********************************************.

Regards,

***************************
Initial Complaint
Date:05/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So my daughter had trip do ******** DC with the school April 22, i paid the full balance and paid insurance in case anything happen total amout os $1.097 February 22/24The night before we pack everything she was so excited aroud 11;30pm she starting feeling sick, haf allergic reaction she was supposed to leave 5am she didnt get better umi was not going to send her like this at all, so next morning i emailed them explain and i paid insurance they told me something about 24h prior but ***** told me this when i purchased the insurance and nobody has the power to know when they will be sick i want my money back thats all its not fair its alot money
Business Response
Date: 05/09/2024
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 refund 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.
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.
We can confirm that we are actively working with the relevant departments as soon as a resolution has been reached and will communicate it with you. If there is an alternative solution that can be explored within the existing guidelines, we would be happy to assist.
Thank you for your patience and continued support. We value your business and hope to address your concerns effectively.
Best regards,
***********************.
Customer Answer
Date: 05/09/2024
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.

What offer? I have not received no offer at all.. still waiting to see the next step., Its a lot money to give out to you guys sorry

Regards,

*************************
Initial Complaint
Date:04/25/2024
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 payed for the refund protection plan on an 8th grade school trip to **. Due to safety concerns we decided it would be in our daughter's best interest not to attend. I cancelled the trip on Wednesday, March 27th. Our school rep said it could take up to 3 weeks to process a refund. I find it absurd that I had to pay on time in full, but the company gets multiple weeks to issue a refund? I follow-up on Thursday, April 18th about my refund and they tell me it could be another 1 to 2 weeks. I relay that is unacceptable and ***************************** tells me to wait until Monday to see if the check arrives. If not, they will overnight a check. So, I contacted them again yesterday April 23rd that it has not arrived and get a response that it will be another 1 to 2 weeks. Then yesterday afternoon I receive a very rude and obnoxious call. I think it was from ******* telling me that it will be 1 to 2 weeks. I reiterate the documentation I have stating a check would be overnighted and he proceeds to tell me that Worldstrides bank denied processing the refund. That is why I did not receive it back in the original form of payment, which was a credit card. Then he says the company does not just hold money and can't just issue a refund immediately. WOW! I'm sure this would be a fun IRS audit. Needless to say, I paid $245 for the refund protection program - WHICH I WANT BACK since they did not agree to the contractual obligation of it. I also want what I originally paid in full, which is $2092. I should also be compensated for my time in having to deal with a company that lies about a program that they offer.
Business Response
Date: 04/29/2024
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 have reviewed your inquiry and wish to emphasize that we understand that our refund process can be lengthy, due to internal policies, our standard refund timeframe is four weeks for the refund to be sent.
Looking into the details of your account your cancellation was processed on 27 March, and your refund was issued on 16 April, our refunds are sent back through transaction reversal, unfortunately upon this process being attempted it was not possible to complete the transaction. This was given that recently we changed our payment processor. Therefore a check was issued on April 17th and mailed on April 19th via paper check through USPS.
This paper check, with number #******, for $1,847 was mailed to your home address last Friday and it will be delivered by the USPS,therefore, it can take a few days to be delivered.
We appreciate your patience and understanding on this matter. Please be advised that your cheque will be delivered as soon as possible.
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.
Customer Answer
Date: 04/30/2024
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.
Per an email sent to your company last Friday:
FACTS
1) Your Mount Paran rep stated that all money would be refunded within 3 weeks. THIS WAS A LIE
2) Your Mount Paran rep stated that a trip could be cancelled for any reason, and it would be refunded promptly without any issue or hassle. THIS WAS A LIE
3) You have already fallen outside of both the 3 and 4 week time window.
4) I don't believe a check has been issued. There is no physical proof other than what you have typed. Where is the certified tracking or perhaps an image of the check?
5) My money was supposed to be refunded to my credit card. If there was an issue either on your bank's end or my bank's end, why didn't you contact me and it could have been issued immediately. It's like you went out of your way to hold the money as long as possible.
6) ***************************** stated a check would be overnighted. It is documented in an email. THIS WAS A LIE
7) Since you have breached your contract. I am owed my $245 back. If you wanted to avoid that, the company should have issued the refund in a more timely manner. If you always planned to mail a check 1) you should have used certified tracking, and 2) you should have mailed it knowing full well that the **** is having its own problems right now and could take longer to deliver it.
Initial Complaint
Date:04/13/2024
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.
Day of the trip my daughter got ill. She was fighting through it as she really wanted to go, but the airline did not allow her to board the plane so we had to go get her from the airport. Worldstrides keeps saying we canceled the trip less than 24 hours prior so there is no refund, but we did not cancel, she was not allowed to go. Then we were told the only option available to us was to personally buy a new plane ticket and send our 14 yr old child across the country by herself although she has never traveled before...which still wasn't an option even if it wasn't a ridiculous request as she was ill and airline wouldn't allow her on the plane. I have spoken to several people in customer service and tried to get a resolution, but I'm told the full refund program that I paid for only works before 24 hours because we canceled...we did not cancel. I bought the insurance $285 extra, I've been reasonable and polite and now I am being ignored completely. One customer service representative was so nice, he was sure there was a mistake and I could get a refund, but called back hours later saying he couldn't help and to keep trying.... I'm trying, but getting nowhere so I am hoping you can assist. This was a huge expense for our family, it may not be for this company, but for our family $309 a month was quite an investment WorldStrides Customer #*********
Business Response
Date: 04/18/2024
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 are extremely sorry that ******* was unable to attend her trip, much more that this was due to a health-related situation. While we empathize with your situation, we want to confirm that looking into the details of your account you did not follow the established and notified guidelines to make use of the Full Refund Program, which states clearly that it covers you against cancelation, should you need to cancel, at any time, up to 24 hours before the departure date of your trip.
Our records indicate that you did not inform us about your need to cancel Mirandas account until 04/02/24, which was the departure date of your trip. During your communication with us, you confirmed to us that you were not aware that ******* was feeling sick or ill. Given the circumstances,we have decided to ***** you an exception and honor the Full Refund Program,therefore you will be refunded the amount of $2265.00 within the following 7 to 10 business days.
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.
Customer Answer
Date: 04/19/2024
[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:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: **********************************************.

Regards,

*********************************
Initial Complaint
Date:04/12/2024
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.
There was a class trip scheduled to go to ** in June 2024, but due to unfortunate events, the teacher had to cancel it *********** wont refund the money I put towards the trip
Business Response
Date: 04/17/2024
Dear ******,
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.
Our records indicate that your trip has not been cancelled and we are currently actively working with your Program Leader to find a solution that is suitable for all parties involved. Should the solution provided be the cancelation of the group, your Program Leader will communicate with you the process of the cancelation and the policy applicable to the group.
However, if youre interested in canceling now both of your accounts, at the moment your cancelations will fall under our standard cancelation policies outlined in our terms and conditions. Please dont hesitate to contact our **************** line at your convenience if you would like to initiate this process, we are here to assist you.
Thank you once again for choosing our brand, and we hope to have the opportunity to continue serving you better in the future.
Best regards,
***********************
Customer Answer
Date: 04/17/2024
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,

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

Customer Answer
Date: 04/18/2024
I am not sure if I submitted a response correctly on the website, but I do not agree with their resolution if there was one I have an email of the teachers conversation with the world strides rep stating the trip was canceled. I wasnt able to upload it on the BBB website, so I put it as an attachment in this email
Business Response
Date: 04/18/2024
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 have recently received a confirmation from the management team that the tour has been officially canceled today, as per your Program Leader's request. We are sorry to hear that your trip was canceled due to low enrollment. Our records indicate that you completed your registration on our website, upon offering the Full Refund Program in the second section of the registration process the system shares a link to our Letter of Terms and Conditions. This document does lay out the fact that the base price of the trip is quoted upon a minimum number of travelers. In addition, it also clearly states that upon not adding the Full Refund Program,in case of cancellation of the trip from either, yourself, the school, the school administration, or the teacher in charge of the trip your accounts would fall under the Standard Cancelation Policy outlined below.
Our services and value begin well before your departure date, and as that date approaches, there are significant unrecoverable costs. Therefore,if you, the *********************** or school administration cancel beyond the 24-hour grace ****** and have not enrolled in the Full Refund Program,WorldStrides will retain (in addition to the Non-Refundable Fees):

Time of the Account Cancellation Cancellation fees applicable*
75 days or more before departure 25% of the base trip price
(or $120 if BTP is less than $400)
74-45 days before departure 50% of the base trip price
44 days or fewer before departure 100% of the base trip price

However, we worked with our internal departments to offer you an exception which in this case would be to apply the Full Refund Program cancelation policy to your accounts. Currently, your accounts has been canceled and the refunds are scheduled to be processed within the following 3 weeks, these funds will be sent back to the payment method associated with your accounts.
We are very sorry that your childrens trip was not able to travel, and we understand that canceling was not ideal. However, we have worked with your Program Leader to offer you the best solution possible for all the parties involved.
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.
Customer Answer
Date: 04/19/2024
[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:

I have reviewed the offer made by the business in reference to complaint ID ********, 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: **********************************************.

Regards,

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

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