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

  
• 

  Explorica, Inc.

  101 Federal St Ste 900 Boston, MA 02110-2037

• 

  WorldStrides Heritage Performance Programs

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

• 

  WorldStrides

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

• 

  WorldStrides

  2 Heritage Dr Ste 402 North Quincy, MA 02171-2166

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:10/14/2023

  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.

  On 12/19/2022 we signed up my daughter ********************************* for a school group trip to ******** with Explorica.Travel dates : Oct 05, 2023 - Oct 09, 2023.The cost of the trip was $991 and we paid the full amount in monthly instalments to Explorica.During the summer we learned about some turnovers with teachers and coaching stuff for the athletics program and found better options in another school and decided to transfer our daughter there ,where she will have better chance for success and better future.After the transfer I called the school to make sure she can still make the trip we paid for and the answer was that only enrolled students will be allowed.I called Explorica and explained to them all of the above and try to get a solution or get a refund for the amount we paid .I was told that they wont refund any of the amount and because of their cancellation and refund policy they will keep 100% of the money.We did not wish to cancel the trip and even if we want it to we werent aware that Explorica will keep the whole amount,my daughter still want it to take the trip,but now she wasnt allowed ,and we asked if this is the case we want a refund of the amount paid.We havent mention canceling.After I asked for a refund they emailed me an invoice and their cancellation/refund policy,something that should be available before the sign up for anything.I tried to find that policy on Explorica website and under my account and I could not find it..We asked to talk to their manager and discuss this further..A few days later they called me ,but nothing changed.The only suggestion they made was to talk to the school again and convince them to allow our daughter to go on the trip.School was willing to get someone in her place if there was another enrolled student who wants to go.When they had someone and call Explorica to ask to make the change they were told such thing is not possible .So Explorica just decided to keep the money and didnt care to find a solution .

  Business Response

  Date: 10/18/2023

  Thank you for taking the time to share your experience and provide us with your feedback. We want you to know that your concerns are important to us, and we take them seriously.
  Upon reviewing your account, we found that you registered your daughter online. Prior to completing the registration process on our website, we share our Letter of Terms and Conditions, which outlines our Standard Cancellation Policy.Additionally, there is a link to these terms and conditions next to the payment link on your individual customer online account. Our aim is to keep our parents informed at all times.
  We provide valuable services through group travel, which are provided by third-party vendors that have their own terms and conditions that we must abide by. As such, 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 *********** retain (in addition to the Non-Refundable Fees):
  $199 fee if more than 95 days (flight groups) OR $129 fee if more than 95 days (bus groups)
  50% of all fees + $99 non-refundable fee if between ***** days
  100% if 45 days or less
  After reviewing your account and communication with you, we have found that your inquiry about the cancelation process was received 35 days prior to the departure date of the trip on August 31st. Unfortunately, we were unable to make any changes to the secured reservations made for your daughter at that time.
  
  We regret to hear that your daughter was unable to attend the trip, but we would like to remind you that our policy clearly states that canceling 45 days or less from the departure date of the trip results in a cancellation fee of 100% retention of the cost of the trip.
  
  Once again,thank you for choosing WorldStrides. We truly value your business and hope to have the opportunity to serve you again in the future. 
  
  Kind Regards, 
  
  ***********************

  Customer Answer

  Date: 10/18/2023

  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.
  
  Thank you for your reply!

  As I mentioned in my original complaint,as well as in all the conversations I had with Explorica support and supervisor my daughter transfer to a different school and her previous school would not allow her to be part of that trip, we didn't ask to cancel the trip at anytime and never used the term cancelation in any of my conversations with you. I informed you about that right after the transfer was complete and I learned that her previous school would not allow her to participate. We didn't wish to cancel the trip, and since that was organized by the school and wasn't an individual event, we didn't have the power to decide, and instead since we paid the trip amount to Explorica and not to the school directly I called Explorica and asked for solution including a refund. It wasn't our choice not to participate in the trip. The only response from Explorica I was getting was that the Standart Cancelation Policy apply in our situation, even I never asked for a cancelation.

  The registration was made in December,2022 and I can't recall if there was any Cancelation or other policies provided at the time of signing up ,but is a fact that those are not visible on your website, and if I was someone who wants to sign up right now I would still not be able to see what to expect if decide to cancel it, despite that you are saying that you keep us informed. There is a lot of other information and offerings, but not these policies.

  In these circumstances I don't agree we should lose our full payment of the trip, our intend was not to cancel it and it wasn't our choice our daughter not to be allowed to enter the trip.

   

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

  
  

  Business Response

  Date: 10/25/2023

  Dear ******************,
  Thank you for your candid feedback, we truly appreciate you sharing your experience. We understand your perspective regarding the situation.
  While we understand that canceling was not your first choice and therefore, not your initial request, on your last interaction with us you did confirm the cancelation request to us. We can see how canceling was out of your control given that the school confirmed that they would not allow your child to participate,as you mentioned, after you informed them of your decision to enroll your child in another school.
  Explorica did not deny providing your child the services offered, as everything was ready for her to travel with the group, however, our Terms and Conditions state clearly that the Program Leader may cancel the program on behalf of the entire group, or any individual participant. Within *************************************************************** initial payment invoice (whichever is first),you may cancel your Explorica program and receive a full refund. After 24 hours, the Standard Cancellation Policy applies, empowering your Program Leader to determine under certain circumstances whether the student can participate in the trip or not.
  We want to confirm that our Terms and Conditions are handy at all times, given that we offer a wide variety of trips the detailed cancelation policies are not disclosed on our main website ****************************************** for clarity purposes we prefer to share those applicable to individual trips,nonetheless, once you select the option to sign up and enter your *********** ID they are available right on the **** FEE INFO section, next to view tour info link. There is a link to them on the confirmation step of the registration process. In fact, you need to confirm that you read them and agree to them in order to complete your registration, lastly, once you complete your registration and you log into your online account, they are available in your **** ACCOUNT section.  I am attaching along with our Letter of Terms and Conditions, a document where you will be able to find images of how each of the above-mentioned steps looks on our website before, during, and after the registration process for your review.
  Once again,thank you for choosing Explorica, as a token of appreciation, we would like to offer a discount for a future trip for your child in the amount of $100.00 for an international trip or $50.00 for a domestic tour. We truly value your business and hope to have the opportunity to serve you again in the future.
  
  Best regards,
  
  ***********************

  Customer Answer

  Date: 10/26/2023

  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. 
  

  Thank you for your response!
  You can check all the correspondence with emails or phone calls we had and find out that I havent ask for cancellation or neither confirming such.My intention was only my daughter to go on the trip ,unfortunately the school denied her such possibility after she got  enrolled in a different school for the current school year.I didnt pay the $991 directly to the school ,but to Explorica and thats why my request for a refund is with Explorica .

  I appreciate the credit for future trips ,but at the moment I am only looking to get refunded for a trip I paid in full and wasnt allowed to participate by the school ,not by my choice.

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

  
  

• Initial Complaint

  Date:09/26/2023

  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.

  June 14 2023 was the date to start for a Medicine Program at Berkley. My daughter got sick three hours after arrival and spent the next 6 hours in ***************** until we could pick her up. Our warranty covered medical and was told our refund was in the mail after a month of talking to dozens of people. Four months later and we are at ********** fighting all over again and no refund. You must call every 48 hours, which I have done for 4 months. Ridiculous. There wasn't one person from ******* overseeing this program and the ones that were there were not even from ********** or had a clue of what was going on. The only thing for the first day was karaoke and soccer.... What a disaster.

  Business Response

  Date: 11/10/2023

  Dear ****************,

  We are sorry to hear that your experience was less than satisfactory, we want to reiterate that our mission is to always deliver the best experience to each of our travelers. 

  Upon reviewing your case, I would like to confirm that we have addressed your concerns, WorldStrides had issued your refund back to your **** card ending in ********** on October 3rd, 2023.

  In terms of your experience, your feedback is very important for us, it helps us to better understand and to continue improving. 

  We hope to gain your trust to serve you in the future. 

  Sincerely,

  ************** 

   

   

• Initial Complaint

  Date:09/18/2023

  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.

  This trip was set up by my son's highschool! And then the trip was cancelled! So we already paid this company alot of money in monthly payments. So when I tried to cancel then they only gave me back a certain percentage back. Then they had me file a claim threw *********.com. then it took many months to get that process going! And now they are trying to give me 299. As a settlement. And telling me that I would have to dispute it back to worldstrides again . So I keep going back and forth. And I still am like 477. Short in this claim. Please help.

  Business Response

  Date: 09/25/2023

  Dear Customer,

  I tried to look for your account with no luck, can please share your *********** ID and the student's name so I can properly assist in giving a positive resolution. 

   

  Warmly ,

  ************** 

  Customer Answer

  Date: 09/29/2023

  Additional information sent 

  Business Response

  Date: 10/02/2023

  Dear ***********************, 
  
  Thank you so much for reaching out to us and sharing your experience. We want you to know that we value your feedback and take your concerns very seriously. 
  
  After reviewing your account, we can see that you received the highest possible refund due to your purchase of the $249.00 Ultimate Protection Plan and claiming the Cancel For Any Reason Benefit. We do understand that it must have been disappointing for your group not to travel, and we want you to know that we empathize with your situation. 
  
  Our records show that you received a refund check of $299.25 out of the $399.00 cancellation fee. We want to make sure you are aware that only $98.75 was retained in your account, along with the $250.00 cost of the Ultimate Protection Plan. Please note that the Ultimate Protection Plan is nonrefundable unless you decide to remove it from your account within 24 hours of your purchase. 
  
  We want to assure you that we are committed to providing you with the best possible service and support. We understand that the cancellation of your program was not ideal, but according to our terms and conditions, the Program Leader has the authority to cancel the program on behalf of the entire group or any individual participant. If you cancel your WorldStrides program within ******************************************************* initial payment invoice (whichever is first), you are *********** a full refund. If you cancel after 24 hours, the Standard Cancellation Policy will apply. 
  
  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.
  
  Sincerely,
  
  ***********************;
  

  Customer Answer

  Date: 10/02/2023

  [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:08/02/2023

  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 have contacted explorica numerous times trying to get my refund for my trip that was cancelled within their cancellation policy timeline. I had a sudden death in the family. I went through the whole process with TripMate, Exploricas partner company, who stated they sent all the paperwork to explorica to issue me a refund. They originally sent this over April 26th, 2023. I still have yet to receive my refund and every time I call the company gives me the run around as to where my refund is. Explorica originally told me I was supposed to receive the refund no later than July 19th, 2023 which goes against their refund policy on their website of 2-3 weeks. Apparently the check they issued me originally, they could not find the tracking information for and I still have no received it. I called again today and they told me that it will be another 4 weeks before I receive my refund. This is absolutely absurd. I have medical bills I must pay. I am requesting a FULL refund from this company. The amount of time this has taken and no effort is put in by employees to help the customer. When you call and are told my manager is going to say the same thing and refuse to transfer me, says a lot about a company. I want my full refund.

  Business Response

  Date: 08/03/2023

  Thank you for contacting Explorica by WorldStrides!
  
  We are sorry to hear that your experience when calling our Customer Support team was less than expected, please accept our sincerest apologies, our goal is making all experiences smooth as possible. 

  Upon checking our records, I would like to confirm to you that your CFAR check has been mailed out today, it should arrive within the next days. 
  
  Your CFAR check number is #*****.

  Should you have any questions, feel to contact our Customer Support Team, we are open Monday-Friday from 9 am EST to 7 pm EST.

  Warmly,

  ***********************;

• Initial Complaint

  Date:07/27/2023

  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.

  Worldstrides canceled a trip to ******* that students and myself had paid for and then kept over **** in fees for a trip they canceled. The breakdown is below in email that they sent me. They are referencing a cancellation policy but we did not cancel the trip, Worldstrides canceled our trip. ********* Cassi Centers paid $5337 and was refunded $4805. Under normal circumstances under the Standard Cancellation Policy as you did not have the Full Refund Program you would not have received a refund. However, an exception was made to retain $499 in vendor fees plus $18 handling fees and $15 late fee for a total of $532 retain. $5337-$4805 equals $532. Your refund will be refunded as $467 to a mastercard ending in ****, $900 by ACH, $900 by ACH and $2538 to a mastercard ending in ****. ********* ***** Centers paid $4354 and $3815 was refunded with $544 retained. ($499 plus $30 handling fees and $15 late fee). The $25 fundraising money was transferred back to the Program Leader. Your refund will go back as $450 to a mastercard ending ****, $800 x 4 by ACH, $140 by ACH and $25 by check. ********* **** Centers paid $4102 and was refunded $3603 with $499 retained. $237 in fundraising money was moved back to the program leader account. Your refund will go back as $172 mastercard ending in ****, $3 **** ****, $12 **** ****, $4 **** $****, $5 **** ****, $800 ACH, $267 **** ****, $800 ACH, $267 **** ****, $800 ACH, $498 ACH and $237 check.

  Business Response

  Date: 07/28/2023

  Dear Miss Centers,

  We are sorry to hear about the cancelation of your trip, we truly understand the way you are feeling about this unfortunate situation that is outside your control as well as ours. 

  Upon looking at our records, ****** Airlines canceled the flight to *******, however, we tried to our best to re-protect the passengers (the group), there was no more flights in the near days, thus, making impossible to run the tour. As per our Policies, those who had no Full Refund Program (FRP) which is your case, were not entitled to a refund, nonetheless, we enacted the exceptional Circumstance Policy which would allow you to receive a refund regardless of not being protected by the FRP.

  Cancellation due to Exceptional Circumstances: If your group is unable to reschedule your trip to a new destination or date, and your program is canceled or cannot be delivered due to Exceptional Circumstances (explained below), travelers who did not purchase the Full Refund Program (who are eligible for a full refund on all monies paid less Non-Refundable Fees), will be refunded all monies paid less the Non-Refundable Fees and an additional cancellation fee of $399 for trips involving international air travel, $289 for trips involving domestic air travel, or $149 for trips involving domestic bus travel. After August 2021, cancellation fees for non-purchasers of FRP will be $499 for international air travel, $389 for domestic air travel, and $189 for domestic bus travel. Please note these fees are not intended to be a penalty, but rather a fair estimation of a portion of the unrecoverable internal and external costs related to planning, managing, and administering a full-service group travel program, that are incurred by WorldStrides prior to the date of departure.

  Once again, we are really sorry about this unfortunate situation we hope to gain your trust and we hope for your understanding. 

  Sincerely, 

  ***********************;

   

• Initial Complaint

  Date:07/19/2023

  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.

  BEFORE COVID MY SON WAS GOING ON A WASHTINGTON ** **** THROUGH WORLD STRIDE AND HIS SCHOOL. DUE TO COVID IT WAS POST PONED FOR ABOUT 3ISH YEARS. BY THE **** HE WAS ABLE TO GO ON IT HE DIDN'T WANT TO ANYMORE. MY DAUGHTER WHO WAS THEN IN THE ***** TO SIGN UP HAD THE MONEY I SPENT FOR ** TRANSFERED TO HER ACCOUNT WITH THE DIFFERENCE OF 500 DOLLARS I BELIEVE. HER **** WAS TO TAKE PLACE THIS JUNE. 2 WEEKS PRIOR TO THE **** MY DAUGHTER HAD A PANIC ATTACK THAT WOUND HER ** IN THE EMERGENCY ROOM BECAUSE OF THE THOUGHT OF FLYING. I CONTACTED THE COMPANY AND TOLD THEM I HAD TO CANCEL DUE TO MY DAUGHTERS HEALTH. THEY TOLD ME (WHICH I ALREADY KNEW) I HAD PAID EXTRA FEE AT THE **** OF SIGN UP FOR A REFUND MINUS THE COST OF THE **** WHICH WAS LIKE 150ISH DOLLARS. THEY TOLD ME I WOULD BE REFUND MY MONEY IN **** BUISNESS DAYS. THAT WAS AT THE END OF MAY. I'VE CALLED TWICE SINCE THEN (INCLUDING TODAY) AND WAS GIVEN THE RUN AROUND. WE ARE TALKING ABOUT **** DOLLARS. NOT 50. I WANT MY REFUND

  Business Response

  Date: 07/20/2023

  Thank you for contacting WorldStrides!

  Dear *****************,

  Thank you for bringing your situation to my attention, I'm sorry to hear that ******* was unable to travel with us, I truly hope ******* feels better now. 

  After reviewing your case and performing a deep investigation in call records; outbound and inbound I was able to only find one call where you spoke with us on 7/19/23 and before this date no record was found. 

  Based on Terms and Conditions in order to qualify for the Full Refund Program the participant must cancel 24 hours prior to departure, in *******'s case the cancelation request should've been submitted on 6/8/23 or before by either calling our Customer Support number at ************** or by sending us an email to ******************************************* neither way we could locate record of your request.

  Should you have called from a different number than the one on file ending on ***-***-0816 , please let know and I will search our call records once more.

  At this point your account does not qualify for a refund since your account canceled past the time frame to qualify for a refund.

  Warmly,

  ***********************;

   

   

   

   

   

• Initial Complaint

  Date:07/18/2023

  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.

  I purchased a Pathways to STEM program in Spring 2022 for my son. It was for a medical program to take place in July 2022. Approximately 1 week prior to the program staring in ******* (5 hours away) we received an email stating that due to COVID and staffing issues the program was cancelled. We were given the option of a full refund or 50% discount to apply toward a future program in 2023. We opted to do the program in 2023. We received an email in October 2022 enrolling him in the summer camp.When I dropped him off July 8th 2023 in ******* for his camp, it was very unorganized. He stated he did not get supper that night until very late. There was very little supervision in his dorm. After 2 full days at the camp he stated there was very little learning taking place and that for the afternoon they put on music and had them do self directed projects for 3 hours. I reached out to the program director onsite and asked when they would be doing the hands on medical learning with cow heart dissections etc and she said that was part of the Pathways to STEM program and he was currently at the Explore STEM program. So I find out on day 4 of his program that the admissions office enrolled him in the WRONG PROGRAM!I reached out to the admissions office Tuesday and was told I would receive a call back within 24 hours. I have heard nothing 1 week later. I have continued to call every day and I am promised each time I will receive a call back within 24 hours but nothing.I have requested a full refund as they made a mistake and put my son in the wrong program.In addition to all this I received an email on the last day of the camp stating that due to "shipping delays" they were not able to participate in the hands on Vex Robotics kits. So this is another example of an opportunity to do some hands on learning, instead they sat around.Not worth the money at all! As a consolation prize they did send a link to a coding program he can do at home. Sorry but that is not equivalent!

  Business Response

  Date: 07/21/2023

  Thank you for contacting WorldStrides!
  
  We are sorry to hear that your experience was less than expected. I have contacted the team that handle your group, we are working on your case to get the best solutions for both parties. 

  Please allow me to continue working on your case, I will update you within 24 to 48 business hours. 

  Warmly,

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

• Initial Complaint

  Date:07/11/2023

  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.

  On April 5, 2023, we enrolled our son in this company's National Youth Leadership Forum: STEM program at Villanova - specifically for *************** and Programming/Galaxy Lab and paid $2,370.50. Following the enrollment, the communications were incredibly poor and the program was disorganized. For example, the online portal stated a completely different hall and floor than the one you were supposed to check into. Both off-site admissions and on-site staff were confused as to start/ending times and dates of programming for nonresidential students. I received 4 different reponses as to timing and location because staff did not know the answers but acted like they did. I was told that my son would be there for the entire 6 day program (2-4 S, 9-4:45 M-T and **** F). I enrolled him based on that timing and wonderful marketing materials that really made it seem like this camp made learning come alive, and robotics that my son would be able to explore. Learning did not come alive at this camp. It was boring, lecture style and not engaging. My son experienced bullying, violations of the student code, and didn't feel like he was in an environment where he could share his concerns and experience. The only reason we enrolled him was to experience robotics building. After the camp, the program emailed us that students never got to experience robotics due to a shipping issue. We should have been informed of this, allowed to unenroll and be refunded but were not. Further, he was not a residential student. However, he had to sit and listen to discipline of the residential students at a group meeting during what was supposed to be his downtime during the day. What has been incredibly frustrating is not being able to reach anyone in authority. We have called 4 times trying to reach an administrator, promised a phone call back within 24 hours, never received one and have tried to follow up numerous times. It doesn't seem like there are any supervisors that you can speak with.

  Business Response

  Date: 07/18/2023

  Good Afternoon,

  We would like to respond to this complaint as follows:

   

  We are very sorry to hear about your experience and have granted a full refund of $2370.50 as requested. Please let us know if you do not receive it in the next **** business days.

  Thank you and have a safe summer.

   

  Please let us know if any additional information is needed.

   

  Sincerely,

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

• Initial Complaint

  Date:07/11/2023

  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.

  Our son just returned from ********** on a trip he took through World Strides. We were promised that there would be night time security guards at each hotel. We were shocked to learn that did not actually happen. We were told there would be a doctor on call for all medical needs. Also not true. 24 hour assistance was only provided after irate parents from home called on our group leaders behalf while the group of 48 sat on the tarmac for 5 hours. It took 48 hours for our kids to get to **********. They were transported by Ubers instead of the shuttles we were promised. Our kids were hungry and exhausted and our group leaders felt completed unsupported by your company.In addition, the ********* Rain Forest Lodge was really unacceptable. Kids left the lodge with pink eye and skin infections. We had such high hopes for this trip and definitely paid a lot of money to send our 12 year son. Please do the right thing and refund us for the first two days/nights of the trip. And, please keep promises you make to families and educators who trust your company to keep our kids safe.

  Business Response

  Date: 07/10/2023

  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.  
  
  The safety of the students is very important to WorldStrides, I want to confirm that we do have night security staff in the hallways in case something happens,as well as our emergency number is available 24 hours a day for people who are on Tour. They are in charge of redirecting you directly to the nearest doctor in order to attend to any medical emergency that *** occur. In the case of the students who had medical problems, they were attended to promptly.

  Once again I would like to apologize for any inconvenience you *** have regarding the trip, I want to clarify that we understand that what happened was not what you were expecting, which is why a refund of $1300 will be processed to those affected. The refund process can take up to 4 weeks, but I want to clarify that it has already started.
  
  We will take this as important feedback to make sure this does not happen again,as it is in our best interest to always provide you with the best service.

• Initial Complaint

  Date:07/11/2023

  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 Better Business Bureau,I hope this message finds you well. I'm writing to lodge a formal complaint against WorldStrides, a company that organizes educational travel for students. The crux of my complaint pertains to their non-compliant refund policy and their act of knowingly engaging in a contract with a minor without parental consent.On April 28, 2023, my sister, who was 13 years old at the time, enrolled in a trip to ***** organized by WorldStrides. It is important to note that the company was fully aware that they were engaging with a minor during their interactions with my sister. The total amount paid for the trip was $5684. The trip is scheduled for July 6, ****, approximately 332 days from today. Our parents have since decided to cancel the trip due to personal reasons, but the company informs us that we are eligible for a refund of only 75% of the trip's cost, according to their terms and conditions.We contest the validity of this contract since it was formed with a minor, without parental consent. Under ************ law, our place of residence, minors lack the legal capacity to enter into a contract. Therefore, WorldStrides' invoked policy should not apply in this circumstance, and we believe a full refund should be provided.WorldStrides' refusal to issue a full refund, especially considering the significant lead time before the scheduled trip, appears to be unfair and in violation of the laws regarding contracts with minors.We kindly request your assistance in resolving this matter and hope for your guidance in obtaining a full refund from WorldStrides. It is critical to hold businesses accountable to the highest standards of fairness, particularly when they knowingly interact with and enter contracts with minors.Thank you for your attention to this matter.Sincerely,*************************** Email: **********************

  Business Response

  Date: 07/18/2023

  Thank you for contacting WorldStrides!

  We are sorry to hear that *********************** would not be traveling with us. We truly understand you situation and WorldStrides will always do the right thing for you.

  After reviewing your case WolrdStrides will reimburse you $5,285, the only amount that cannot be refunded would be the cost of the ************** that was added upon registering which is $149 this cost is for the external trip insurance, and it is not refundable.

  We will expedite your refund and you should receive it with the next 2 weeks. 

  We are truly sorry to hear how this situation evolve; rest assure that we would always do the right thing for everyone. 

  Should you have any questions feel free to contact our **************** team who would be happy to assist. 

  Warmly,

  Customer Support 

   

   

  Customer Answer

  Date: 07/18/2023

  [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,
  
  ***************************