dan b.

Worst customer service experience in my 15 years of travel business. I had booked 3 separate reservations for a group of 12 people. They called once and did not leave a message. After googling up, I found out that it belonged to exploretrip.com, so I called them to make sure that all 3 reservations would be all right. The customer service representative said that all tickets are set. And she even resent the reservation confirmation emails. She never indicated that there may be some verification issues. About 8 hours later, I was shocked to learn that all reservations were abruptly cancelled due to verification issues. They never left a voice mail or sent an email message asking me to get in touch to verify my reservations. When I had complained, I was offered to re-book the same reservations at almost $300 more than my original reservation. And I was penalized with higher airfares because they never bothered to check in with me first before cancelling all reservations. And their offer of resolution was below acceptance (as I had no choice but to accept their subpar resolution - which was not to my satisfaction - as I wanted the original reservation prices that they cancelled on me out of blue). I have been in the travel business for 15 years, never did I have a similar experience like this before as others would usually reach out first before cancelling. It is not that hard to make a courtesy call or email, and leave a message for me to get back to them (as I would have been more than happy to verify my purchases/reservations). Most definitely will NOT use their service again, and will NOT recommend their service to anybody.

The yearly membership was renewed without our knowledge. We were caught off guard. No email reminder or warning. And when we asked to please cancel and refund the renewal that we didn't want. They said it's nonrefundable. What? We never used the service. And yet we must pay for another year that we didn't want. And wouldn't have renewed if we had known. Sneaky and dishonest method.