Harry L.

I write regarding my recent interaction with your company. I recently had a family member who was flying from the US to the UK. He unfortunately missed his flight due to factors outside his control (the airline wouldn't let him check-in). The airline told me that the issue was with the travel agency and that I would need to address the issue with the travel agency directly (Explore Trip). When I called Explore Trip, I spoke with an agent who told me that I could pay a reinstatement fee and get my family rebooked on another flight. Unfortunately, the phone line dropped at this time and I was unable to continue the conversation with this agent. Instead, I called back and got another agent, who proceeded to tell me that the ticket was entirely forfeited. Despite the fact that I had both the airline and another agent at the same company tell me that I could pay a fee and reinstate the ticket (I disagreed with the fee, but I had no choice since this family member was going to the UK for a funeral of a close relative). When I explained the circumstances to her supervisor, the supervisor offered no compassion, understanding, or sympathy. Instead, she told me that the travel agency had done nothing wrong, despite the fact that the airline told me it was the travel agency's responsibility. She told me that I had to pay another $3000 for a last minute ticket and that nothing I could do would bring back this ticket. I was appalled at the complete lack of understanding or interest in helping me. This company seems to be a shockingly callous money making operation.