BBB Accredited Business since

TripMasters

Phone: (800) 430-0484 View Additional Phone Numbers 5640 Nicholson Ln Ste 215, Rockville, MD 20852 View Additional Email Addresses http://www.tripmasters.com View Additional Web Addresses



BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that TripMasters meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for TripMasters include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 38 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

38 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 2
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 29
Total Closed Complaints 38

Customer Reviews Summary Read customer reviews

11 Customer Reviews on TripMasters
Customer Experience Total Customer Reviews
Positive Experience 7
Neutral Experience 1
Negative Experience 3
Total Customer Reviews 11

Additional Information

BBB file opened: December 19, 1999 Business started: 10/10/1984 in MD Business started locally: 03/01/2012 Business incorporated 02/09/2012 in MD
Type of Entity

Corporation

Business Management
Ms. Maria Checa, President Mr. Rafael A. Checa, CEO Ms. Marybell E. Montes, Operations Supervisor
Contact Information
Principal: Ms. Maria Checa, President
Principal: Mr. Rafael A. Checa, CEO
Business Category

Travel Agencies & Bureaus

Alternate Business Names
BeachDestinations.com EuropeanDestinations.com LatinDestinations.com TripMasters.com
Additional Information

Travel Packages
A travel package is a prearranged vacation. Usually, these packages are assembled by an independent tour operator and are sold through travel agents. Purchasing a travel package has the advantage of convenience and, in many cases, value. Paying attention to the following can help you choose wisely:

Small Print or Asterisks: Make sure that asterisks or small print are not used as a means of altering the meaning of any advertising statement. Asterisks are commonly used to indicate restrictions -- required length of stay, particular days and/or times of departure or additional charges.
Availability: Make sure that the travel services are currently available at advertised prices. If the travel service at the advertised price is not immediately effective, availability should be stated in the advertisement.
Extra Charges: Any extra charges such as port taxes, service charges or single supplement charges should be clearly and conspicuously disclosed.
Features: If the brochure/advertisement states, for example, that you can play golf or that you can visit an amusement park nearby, it does not necessarily mean that these attractions will be included in the travel program for the advertised price. Make sure to look for the following:
What features are included in package price? Ask about:
airfare
hotel
transfers
sightseeing
gratuities
baggage handling
meals
car rental mileage
The total number of nights in each city and hotel, as well as the amount of free time you will have on the tour.
The daily itinerary/schedule of events.
The name of each hotel and the type (grade) of accommodations offered by each.
Is the tour escorted and to what degree?

Conditions: You should pay special attention to the contents of the "conditions" clause, usually found in fine print on the last page of the brochure:
How firm is the price? (i.e. does the tour operator have the right to increase the fare?)
What are the cancellation penalties? What is considered a valid reason for either you or the tour operator to cancel the trip?
What are the conditions under which you can receive a full refund?
Abbreviations: Common abbreviations used in travel ads and brochures include:
AP (American plan) -- hotel rate includes bed, breakfast, lunch and dinner.
CP (continental plan) -- hotel rate includes bed and continental breakfast.
FIT (frequent independent travel) -- a prepaid, custom-designed travel package with many individualized arrangements.
GIT (group inclusive tour) -- a pre-paid tour of specific group size, components and value.
single supp. (single supplement) -- extra charge for a single accommodations tour.
pp. dbl. occ. (per person double occupancy) -- price per person for a room to be shared.
OW (one way) -- one way airfare.
RT (round trip) -- round trip airfare.
dep. (departure date) -- date of departure.
Quick Check List
Before finalizing any vacation or travel plans, you should do the following:

Deal with a business you know or have checked out with the BBB or other reliable groups like those listed on the back of this brochure;
Verify everything before you pay.Be cautious about prepaying for multiple years. Timeshares, campgrounds or travel clubs may offer to sell membership vacation accommodations for five years or more. Take into account your physical and financial health, a company’s solvency, potential rising membership and maintenance fees, and the often poor appreciat ion of such investments;
Watch out for instant travel offers. If a company offers special identification that they say will guarantee discounted travel rates, be wary. No company has control over discounts. Only suppliers of travel such as cruiselines, hotel companies, car rental companies, or airlines can decide to extend such professional courtesies.
Vacation Scam "Red Flags"
Be alert to the following "redflags" that may signal fraudulent vacation promotions:

Salespersons who use high pressured tactics such as:
demanding your credit card number before explaining all the conditions of an offer;
requesting that you identify yourself by your credit card number (a sign of possible misuse of your card);
or refusing to provide all the information about the total cost of a vacation or travel offer.
Post card or fax promotional mailings that require you to pay a fee or to purchase membership in a travel club, in order to claim a vacation or travel prize.
Low rates on air travel that require you to purchase an additional ticket for a companion.
Offers by companies attempting to subvert U.S. postal authorities by requiring a messenger or courier to deliver the travel package to you in exchange for your payment.
How to Protect Yourself
To avoid falling prey to a vacation or travel scam, heed the following advice:

Be wary of “great deals” and low- priced offers.
Be suspicious of companies that require you to wait at least 60 days before taking your trip.
Ask detailed questions.
Get all information in writing before you agree to buy.
Don’t give your credit card number or bank information over the phone unless you have confidence in the company you are dealing with.
Don’t send money by messenger or overnight mail.
Check out a company with the Better Business Bureau before you buy.
Don’t be pressured into buying.
If in doubt, say “NO.”
Outside Contact
To learn more about vacation and travel issues, contact the following:

Your Local Better Business Bureau
AMERICAN SOCIETY OF TRAVEL AGENTS at 703.739.8739
THE FEDERAL TRADE COMMISSION at 202.382.4357
NATIONAL TOUR ASSOCIATION at 606.226.4444
U.S. TOUR OPERATORS ASSOCIATION at 212.599.6599
* If you find any of the web sites listed above to be inactive, please contact the respective organization. Also, be aware that the above phone numbers may be subject to change without notice.





Additional Locations

  • 5640 Nicholson Ln Ste 215

    Rockville, MD 20852 (800) 430-0484 (202) 349-7506 (877) 867-2247 (202) 349-7579

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/19/2016 Problems with Product/Service
7/7/2016 Problems with Product/Service
7/1/2016 Problems with Product/Service
6/28/2016 Problems with Product/Service
4/3/2016 Problems with Product/Service
2/23/2016 Problems with Product/Service
1/22/2016 Problems with Product/Service
12/27/2015 Problems with Product/Service
11/15/2015 Problems with Product/Service
11/5/2015 Problems with Product/Service
9/22/2015 Problems with Product/Service
9/7/2015 Problems with Product/Service
9/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Tripmasters (Solar Tours) tacitly misrepresented the availability of seats on a vacation package that I purchased from them, in order to take my money even though they knew or should have known that there were not seats available in that flight when I booked the vacation package. To wit: On July 1, 2015, I selected a vacation package to go to Spain to celebrate my wife birthday. The cost is about $5,000.00. As part of the booking process, the customer selects his/her seat(s) off the diagram of the plane found on their Web site. Which I did. However, Instead of telling me before they officially booked my vacation package that the seats that I have selected, from Sacramento (originating point) to Dallas (for a connecting flight to Madrid), were no longer available, they willfully took my payment in full (via American Express Card) without telling me anything about the lack of seats until a day later (July 2,2015)! Had they informed me before taking my money- that the seats I had selected were not available I would have either selected a different travel agency or a different flight in which I would have guaranteed seat(s) to be able to make my connecting flight. Otherwise, it is conceivable that my wife and I would show up at the Airport (to catch my originating flight) and since we do not have reserved seats, the Airline could/would deny us boarding the plane and consequently we would be preclude from taking that flight resulting in missing our connecting flight to Madrid, Spain. Is that the way to start a vacation? To add insult to injury, when they informed me about the non availability of the seats that Ive reserved, - the following day after the booking- on an e-mail- they mentioned of course the lack of available seats on the flightwithout any other explanation- suggesting that I should purchase premium seats --at an additional cost to me of course--.. That was the ONLY way I would have guarantee seats on that flight! I was extremely disappointed about the news and more disappointed about their creative solution to their misrepresentation/oversight (?). . I wrote them an e-mail stating that I would not pay a penny more for the vacation package and, if necessary, to cancel the entire package. In fact, I have sent then three emails, plus a certify letter via US mail addressed to top management at their office in Rockville MD. I have yet to receive a response from the company!!!! I understand that the BBB mantra for new and existing members is Commitment to make a good faith effort to resolve any consumer complaints Would you say that this Company is following this commitment? They, evidently, have decided to ignore my concern by not responding not even to apologize!

Desired Settlement: They should pay for the premium seats and, equally important they should apologize to me for all the time that I have spent trying to have this matter corrected. If that is not doable, they should VOID the entire transaction (at their cost/peril). I would find another agency that would take my wife and me to Spain next month without so much hassle.

Business Response:

 

Dear BBB,

 

We would like to apologize to our mutual customer of any inconveniences he may have encountered due to the seat available issues. However, it is always stated in our terms and conditions when booking the package that seats are not guaranteed. However, that doesn't mean an actual SEAT. It means the seat assignments prior to check in due to the airlines restrictions and or availability at the time. We as a company understand how important our clients feel aboutpreassigned seats and do everything in our power to help the client.

We have communicated with our client on July 2nd and the on July 18th about their seating. We understand they are frustrated about not having the actual seat number. However, in many cases this can happen due to available issues. Our client has booked the trip in HIGH season traveling within 45 days of departure. In these cases the assignments are even less frequent. A seat on a plane is guaranteed not a pre-assigned number in some cases.

We value our clients opinions and are sorry that Mr ****** is not satisfied by the answers he received. The wholesale prices of the flights/services do not offer us the extra room to provide upgraded seats for free. Maybe in the future we can offer this option but as of now we are trying keeping our costs to direct passengers as low as possible for the packages booked.

Best regards,

Tripmasters.com

 

Business Response: From: Danielle D*****
Date: Fri, Aug 28, 2015 at 1:05 PM
Subject: BBB Case ********
To: *****************
Cc: ********************************


Hi ******,


I had tried to respond to this rebuttal a couple weeks ago but there was no place to do so. Marybell has sent me a message to respond directly to you. Although, our client did not like our response we are not obligated to PAY for upgraded seats. 

He purchased coach seats and in some cases they cannot be assigned prior to departure. Even when he books the seats in booking process they are not guaranteed and state so. Of course we try and do our best for our clients but the airlines own the seat maps and sometimes they have the final say. If client wants guaranteed seats he should purchase the upgraded seats. These are NOT included in our wholesale pricing of our packages. 

We can offer you the client a small discount for re-booking his package with us but we will not pay for seats from his previous trip. 

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

By the perfunctory response(s) they have provided up to now, it is evident, that they are NOT interested in resolving customer’s complaints.   This is contrary to the long established BBB tradition, which they have elected to ignore.    They are either economically hurting (insolvent?) to the point that they are compelled to MISREPRESENT/LIE to a potential customer about the scope of their capabilities and what can they do for him/her with the SOLE purpose of obtaining  the customer business. They know that otherwise that would not be possible. ALTERNATIVELY, the business model that they are using is antiquated and lacked the state of the art technology to do the job right to the detriment of the customer.   To add insult to injury, they do so with impunity. The question then is:  How much longer can they remain in business using this present business “model”? At a minimum, before they take your money, they should tell you that they have no control or jurisdiction over the availability of seats (s) that one is booking ,and, therefore, you are on you own.  They KNOW that under those conditions, no customer would book a flight with them!  Why would anybody do that? After all, guaranteed seats on a plane are the most important aspect of the flight. Why would anybody booked an international flight without knowing, in advance, where he/she would be seating. Does it make any sense? No, it does not!

They lost me as a customer, one who has been doing business with them for over 6 year-off and on.-All for a Mickey Mouse amount of less than 100 dollars.

To conclude, I will consult with the local DA Fraud Division Office, to see if it is possible to elevate the matter even though the amount is so trivial but they might be interested in the questionable manner in which Solar Tours is doing business.

 

To BBB:      Thank you for your time and effort in attempting to show to your members that HONESTY is not a city in Greenland!

 


Regards,

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








8/25/2015 Problems with Product/Service
8/25/2015 Problems with Product/Service
8/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked a trip to Italy through Solar Tours, booking no. ******. Acutally I booked through ******** ***********, which as they say on their site is "a brand of ***********.com, the consumer division of Solar Tours." I purchased travel insurance for my trip, and it's a good thing I did because the day before departure I was admitted to the hospital for a brain hemmorhage and 2 subsequent brain surgeries. My travel insurance company requested detailed documentation to process my claim, including cost breakdown, cancellation policies, etc. I contacted ******** ************ in early March and requested the information. They sent me nothing but an invoice for my trip. I went back and forth with them and then Solar Tours for literally FOUR MONTHS, asking again and again for the information I needed, and they passed me from person to person, department to department, and ignored my emails. The customer service department was incredibly negligent. I've submitted my claim to ****** ***** with what little info I was able to eke from Solar Tours, but I have little hope they will process it.

Desired Settlement: I've given the contact information of the person at Solar Tours that handles trip insurance (Brenda H******) to ****** *****, and asked them to contact her directly. I'd like her to provide any additional information the agent needs to process my claim.

Business Response: Dear ***** ******, This is in reference to the client's complaint. The client booked online on 11/22/2014 she automatically gets an email with services purchased online. On 5May2015 @137PM Brenda H****** sent an email to Suejeil V*** email address *****@*************.com; which is the claims analyst for ****** ******* International. The breakdown was sent as requested. On 03JUN2015 ******** ****** email <**************@***.com> contacted Brenda requesting to send breakdown once again to **************@***.com. On 03JUN2015 @ 455PM the information was again provided to the email **************@***.com. We have done our part and comply with the request all breakdowns were sent to the insurance company and to the client. We are in hopes that this matter gets resolved we have done our best to answer all information needed to both the insurance company and the client. Sincerely, Marybell M***** Operations Supervisor

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

As I have told Solar Tours many times, ****** ******* is NOT my trip insurance company. It is the trip insurance company of my travel companion. The fact that Ms. V*** provided the necessary info to my companion's trip insurance company does me no good at all. My trip insurance company is ****** *****, which I told Solar tours. They in fact acknowledged their error, apologized and sent me a portion of the information I required to submit a claim. They then, however, went silent. They refused to provide any more information, including the basic initial breakdown of the cost of the trip. This made it impossible for me to submit a complete claim, and very unlikely that I will get my money back. My request is that Solar Tours gather and submit any and all information requested by ****** ***** to complete a claim in a timely manner.

Regards,

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








Business Response:

Dear BBB,

 

We understand there was a miscommunication to our accounting department. However, its the clients responsibility to have the insurance company contact our company in a  timely manner to get complete claim information. Our accounting department is not responsible to go gathering the information for the insurance company. A claim rep needs to come to US for this detailed information and we will report in a timely fashion.

We do not have record of the client or insurance sending us any concrete information before June.

We believe we have done our best to assist this client in a timely manner.

This case is closed as we have provided what was needed.

 

Regards,

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

7/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 2015 I bought a my family Europe vacation tour from them and first they have over charging my for my two teenagers fees for all the Europe tours including Eurostar train fees because we were there physically and my of tour admissions are 60% of the adult fees yet they charge me as 4 adult fess next on 6/23/2015 my best of London tour incl Tower of London and changing guards never took place when we were at the meeting point the time of departure they left without us and 6/27/2015 in Paris we were scheduled to wine tour and they told us the kids can come with us but we found out the kids are not allow ( I have the a special need child specially informed agent) yet they did anyway try to make money two of the night illuminated tours in Lonodn and Rome were the exact same tours as the day tours which we already took so the beginning of tour we leftied I have asked the agent about the night tours whether they are different and they are goiing to different places the agent told us yes different but the exact same according to the driver both cities wasted money and time and the sun wa out all the way too and last the in Paris from Eurostar train station the taxi suppose to pick up us up never occur because of taxi strike so we have to get our own transportation only think available was metro so we have to take our large 4 suitcases thru each metro station where there are nothing but steps not elevator not stairway and I got the my phone pick pocketed yet they told me they are going to reimburse me for only the taxi fee which they suppose to provide me not apology and metro ticket cost which we have to purchase our own and all the suffering and lost of my phone they people are very inconsider. My requested refund is -$1,494.95 . I have already prepaid for the trip in April $14,451.32 in full I want my refund

Desired Settlement: There should be more so I arm asking so my lost money not suffering and inconveniences which should be more than $5000

Business Response:

Dear BBB,

We are very sorry to hear that our customer did not have an expected trip with our company. However, we have refunded him for the Paris wine tasting tour where he could not bring his under age children.  We also refunded the transfer amount the next day after the strikes took place where we had no control over these due to local problems. We also understand the day and evening tours are similar tours but keep in mind these tours are a little different due to an evening view. The descriptions were clear to the client when the package was booked.  We are sorry the client was unhappy with the tour as a whole but feel we have refunded the items that were not serviced.

Below you will see the copy of the two credits we believe the client is due.

*******    ***** ***** ***-1072-71.91REFUND********* USAePAY*****3 Posted********6/26/2015 10:58:01 AM

 

*******    J**** ***** ***-212.50REFUND********* USAePAY*****3 Posted********

7/16/2015 11:12:49

 

7/8/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My travel companion an I booked a package vacation trip to Ireland through ********************.com (a branch or subsidiary of Solar Tours). This package deal included airfare, lodging, and a rental car. In the Voucher for the rental car, it stated that "Collision Damage Waiver", "Theft Protection", "Location Service Charge", and "Airport Service Charge" were all included in the option we purchased. This was also a factor in choosing the ********************.com (Solar Tours) product to begin with. When we arrived at the rental car provider (**** in Dublin, Ireland), they did not honor the aforementioned services and said that these services had not been paid for by Solar Tours. Because this was a package deal and a rental car was needed to continue with the majority of the trip, I had to pay 185.52 Euros (210.82 American Dollars). This was a substantial sum at the time given that we had been told that all of these amenities were paid for. I have made contact with Solar Tours a few times but the correspondence has failed to continue from their end. After explaining what had happened and providing them with documentation, the last email from Solar Tours stated that this issue can take 4-6 weeks to resolve. That email was sent on February 13, 2015. I have emailed them since then (on April 14, 2015) and Solar Tours has not replied. This BBB complaint seems to be my only recourse left.

Desired Settlement: I would like to be reimbursed for the $210.82 that I had to pay out-of-pocket for the services that were not honored at **** Rental Car. These were services that had been advertised as covered in the package deal. They are services that had been confirmed in the rental car voucher as having already been paid for. Most importantly, I feel as though they are services that I had paid for and were agreed to in writing, but when the services were to be rendered, Solar Tours did not deliver them.

Business Response:

Dear BBB

We are aware that our mutual client had been charged locally by the car rental company. We have  filed a complaint with the supplier asking for further details on charges to make sure the client was not charged for something we did not outline in the package. However, due to high season they have not yet returned our claim. We will follow up with our supplier immediately and will resolve this claim as needed with action or resolution.

 

Best regards,

Danielle D*****

Solar Tours

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because: no action has been taken to right the situation with respect to myself. I understand that sometimes these matters take time, however, the initial complaint was filed with Solar Tours in early February which is the down season for Ireland tourism, not high season. Also, I have provided all the documents/documentation that they asked for, proving that I was charged for something that was outlined in the package. After five months this is not a valid response from Solar Tours.


Regards,

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








Business Response:

 

Dear BBB,

We have contacted the supplier for a detailed breakdown of the extra charges charged to ** ******. They have provided information in which the client was charged for services that were not covered by the basic car rental contract we provide. (we do include basic *** insurance in contract) The amounts charged reflected the additional insurance purchased (this is optional insurance)

Please see the following response:

Thank you for your patience.

After a detailed review of the claim, we regret to inform you that it is not possible to issue a refund to our mutual customer.

 

The following additional services were bought at the rental station:

(  )

Refuelling service

Price:

(  )

Additional driver

Price:

( x )

Additional insurance (SCDW) -> optional insurance that reduces the excess applicable to "zero".

Price: 185,52 EUR

(  )

Upgrade for car category

Price:

(  )

One-Way

Price:

(  )

Pick-up / Drop-off outside the opening hours

Price:

(  )

Extras (child seat, navigation system…etc)

Price:


 

 



The purchase of the additional services above demonstrated customer´s acceptance by the signature on the Car Rental Contract.

The surcharge of 30,00 EUR was covered by the voucher (20,75 EUR + 30,00 EUR - 57,23 EUR), the customer was therefore charged only for the insurance amount. Please find attached the invoice and the signed rental agreement.

According to our General Terms and Conditions, the customer is bound and deemed to be aware and have accepted the Terms and Conditions of the relevant Car Rental Company contained on the Car Rental Contract. This acceptance is therefore a pre-condition prior to the issuance of the Car Rental Contract.

his is our full and final response concerning this claim ********. We trust the information given has helped to clarify the reasons for the outcome of this decision and we have now closed our files accordingly.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

While it is disheartening that Solar Tours will not work with me (the customer) in this situation, I feel that there is some miscommunication between Solar Tours and **** (rental car company). When I spoke to the manager when picking up the rental car, he was very sure that there was not any basic *** (collision damage waiver) insurance on the car. He was also very sure that there was not any theft protection on the car either. We would not be foolish enough to purchase theft protection in addition to the 16,000 EUR theft protection (that was supposed to be included in the voucher) on a vehicle that retails at 14,000 EUR new. I would hope someone at the BBB would see something suspicious in that.  When picking up the car, the **** manager also warned that dropping the car off at the airport (as the voucher stated was covered) would incur an additional 30 EUR charge. It was only after we dropped off the car that the 30 EUR discount was added to the rental agreement. This was after we had made other arrangements to drop off the car at the location where we had picked it up. While this may not have been a direct result of Solar Tours’ actions, it was costly and inconvenient to my travel party. At best, this whole situation can be construed as Solar Tours dealing with a dishonest rental car company, and to which they send customers from a foreign country. The foreign customers get swindled and Solar Tours’ looks the other way. Maybe I was naïve in not getting the **** manager’s words in writing and maybe I was naïve in trusting that Solar Tours would do right by its customers. However, as young travelers, we will not be as naïve as to use Solar Tours’ products again. I apologize that this communication has to be done through a third party (BBB), but this is the only way a customer such as myself can elicit a response from Solar Tours.

I have attached the car rental contract estimate and final showing that the 30 EUR discount was only made aware to me after the rental car had been returned and other travel arrangements had been made. I have also attached the rental car voucher. This was the same voucher I showed the manager at **** (rental car company), to which he replied that there was not any "basic collision waiver", "theft protection", "airport service charge", or "location service charge". I am beginning to see that there not be any resolve of this situation with Solar Tours as they will not budge. However, neither will I and if the only positive outcome of this is that the next traveler who sees this complaint knows what to expect with Solar Tours, then so be it. 



Regards,

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






6/22/2015 Advertising/Sales Issues
3/19/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought this tour from *********** which is also solar tours, I called their office just now n it appears that they are adamant to help me in doing some changes with my itinerary. In the very beginning the seller knew I will be accompanying 2 seniors n guiding them in this trip. As I'm reviewing this trip I saw a connecting flight from venice to paris that normally takes an hour n 30 min. The one they book is leaving 2:20 pm n going to take us longer about 8 hours n arriving very late in Paris which is 10:30 pm .I was not advised that there are other times or other airlines, n since that I haven't been to any of those places n relying on their expertise. I had no idea that there is a way that we can minimize long wait n stress on c this long flight. I called in the ******* airlines myself n they said their policy is 21 days before departure I can still change without penalty, but since the ticket d isn't originate from them I have to call the agent that book my trip, I d I'd n was advised that I should just buy an earlier flight n I have to add around 425 to what we originally paid which is 371. I doesn't seem fair to me that I have yo b pay more where in the actual airline has a 21 days cancellation policy n I will b charge excessively on this trip. .I ****** flights from venice to paris ( cdg airport) the cheapest fare I hot us $67 one way each compared to their charge of $371. I wasn't asking for a refund I just like to arrive early that way we have enough time to f in our hotel, get them dinner, n get well rested. The people that works for thus company is a call center based in the Philippines, n I don't feel that the lady I spoke tonight is well trained in handling issues like mine..she keeps on reiterating there isn't cancellation or there'll be huge penalty. She said if I want to complain this is where I go . N this bus their office here in the states. .

Desired Settlement: An earlier flight that will only takes 2-3 hours or non stop will do, or just a refund

Business Response:

Dear BBB

We thank you for sending us this notification from our mutual client. We have reviewed the flight details and this is the arrangements Miss Ramiscal approved when booking the package. This could have been the cheapest at the moment and that is why it was offered. We always allow for at least 2 hours connecting time when possible, /In this case it seems the agent did take this into consideration of age and gave a little longer of connection to insure they catch the other flight and not be rushed. Anytime the client wants to change AFTER approval fees apply. In this case it could have been non refundable flight due to the regional rules. 

******* Airlines 1872 Class W
   from Venice VCE, IT (VCE) on Mon, 3/30/2015 at 1420
   to Istanbul, Ataturk TR (IST) on Mon, 3/30/2015 at 1745
******* Airlines 1829 Class W
   from Istanbul, Ataturk TR (IST) on Mon, 3/30/2015 at 1920
   to Paris Charles de Gau (CDG) on Mon, 3/30/2015 at 2205
>>>

At this time we do not see anything wrong with the above schedule agreed upon.

Business Response:


Dear BBB,


We are terrible sorry this client was not happy with our sales agents recommendations for the travel itineraries selected. Again we have to reiterate the client did agree to the booking and agreed to the terms and conditions. 
If the client would like to purchase the train ticket from the Rome termini to connect to the other station we will go ahead and reimburse this cost. The other station was selected due to pricing. 

The clients flights at this time cannot be changed without paying the proper fee. We can offer a flight if the client chooses to pay for the new flight. The cost is around $318 per person for a direct flight. We can offer a small discount if the client would like to book another flight.

We are sorry the client felt pressured to purchase a package she was unsure of and that the agent may not have taken into consideration the ages of the clients even after they were mentioned. We will be sure to mention this to the agent for training purposes.


Best regards,
Danielle D*****
Solar Tours

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:
I was not  really happy AT all the recommendation that the agent gave me were all either bad area, very far that we have to crossed a river to be in our destination and back this is JOSEPHINES in Paris / this cost more money by cab,  the train is too far 35 more minutes away by a cab,
1st ) the hotel on Rome was located next to termini, known for being a bad / terrible crime area, when she book it she said a lot of good things about it but failed to mention the negtives of that part, she only relies on trip advisor review. I told her we already have a hotel book in rome. but still i got booked, I have st. Peter guesthouse next to the vatican, booked prior to reserving w/ solar tour
2nd) The train were booked from TIBURTINA  instead of TERMINI again I didn't know that this is too far but  same fare- but instead will take extra 35 minutes on a cab to get to TIBURTINA station wil cost more money on a cab instead of us just walking distance to  Termini.
3) When I called with regards to the Flight from VENICE - PARIS,  I want it change or cancel because who would want to get stuck in a 9 hour flight arrives by midnight with 2 very old people in a strange place,foreign language--- I was never offered any alternative, and was told when i was cancelling it that they will call their finance department, then they didn't call back i have to call them back next day and ws basically told it cannot be cancelled, But when i called THY / ******* airlines their policy is 21 days before departure I can cancel, even with their willingness to help me they can't because it wasn't purcahase from them, so they told me to call solar tour again n  they won't help me , even if  i AGREE to pay any penalty fee, instead I was told to ****** and find a better schedule, cause they have the cheapest they said,  but thats not the case**there are flights that goes to paris and they are non stop and will only take 1 and 15 minutes and only cost 62 euro. Thanks for that agent  that suggestion...LIKE U SAID CLIENTS FLIGHT  CANNOT BE CHANGED NOW  WITHOUT PAYING THE PROPER FEE,S TOO MUCH for $ 318 EACH to change it now, perhaps if it was changed before last february 24 that will not cost that much, who would pay $ 638 for something we can get for only 62 plus its only an hour fifteen minutes. COME ON...THIS IS NOT A FAIR SOLUTION..            YES ITS ALL ABOUT PRICING, THEY DID NOT CONSIDER,  OUR SAFETY ,NOR ANYTHING ELSE..I AM TRAVELING WITH A 67 AND 75 YR OLDS
4) JOSEPHINE HOTEL  --THIS is very far from EIFFEL tower , we have to crossed the river and again money consuming by ride w taxi 40 minutes, while the one i want is  only 4 blocks walk away..

I WASN'T UNSURE WHEN I BOUGHT THIS PACKAGE,BUT the way she builds this itenerary I WAS NOT AWARE OF WHERE THE AGENT WAS PLACING US, GEOGRAPHY WISE.. IF IT IS CLOSE TO OUR DESTINATION OR WHAT,  I WAS VERY MUCH PRESSURED TO DECIDE RIGHT AWAY BASED ON  PRICING CHANGE OR ITENERARY CHANGE AND AVAILABILITY, I WASN'T GIVEN ENOUGH  TIME TO LOOK IT UP, IT WAS ALMOST MIDNIGHT  ---I WAS RELYING SOLELY ON THE AGENT TO KNOW IT ALL, AND ALSO BEING FILIPINO.
THE SOLUTION I WANT IS TO PLEASE REIMBURSE ME OR RETURN THE MONEY I PAID FOR THE ******* AIRLINES $ 155.95 TWICE ..I WOULD NOT USE IT. i already bought it somewhere else-- I DID EVERYTHING TO MODIFY  IT BUT THEY WON'T HELP ME, I TRIED CANCELING IT STILL THEY WON'T HELP ME AND THEY DIDNT RETURN MY CALL. THAT'S WHY WE ARE HERE ON BBB..
JUST PLEASE, I HAVE SO MANY HEADACHES BROUGHT IN BY THIS ITENERARY-- -- I THINK I WAS ALSO CHARGE $ 50 DOLLAR EACH FOR CHANGING HOTEL IN PARIS SO THERE IT IS PENALTY FOR ANY CHANGES
yeah, I think trip advisor is a good source of information and so is the  social media. PLEASE CREDIT MY CREDIT CARD FOR THE PLANE TICKET THAT I DON'T NEED... THANK YOU

Regards,

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








3/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Solar Tours to book reservations for 6 people and was shown a price online. I then proceeded to talk to a representative, was quoted a price and then was told airfare had gone up. Next I was told Hotel in one city was not available for number of rooms requested. Again a fare increase. I agreed to these increases verbally. The problem arose when I viewed the Booking number online and saw the confirmed total price was less than I had been quoted verbally. I called Solar Tours to ask about the fee total shown online and what had been charged to my credit card. Solar Tours remedy was to change the total fee shown on the booking number to the higher fee. My question is , why state prices have gone up and then clearly show that they in fact have not. I feel that even at the higher rate it was still a good deal but I still have the feeling that I was scammed with a bait and switch type deal. If the price quoted and agreed to on the phone had been shown on the booking number originally then there would be no complaint.

Desired Settlement: I realize prices fluctuate but it seems in this case I was given incorrect information in order to garner a higher price. Did the prices really go up or was this just a ploy for additional monies? Just be honest and true with your customers.

Business Response: From: Danielle D***** <*******@solartours.com>
Date: Tue, Mar 3, 2015 at 9:40 AM
Subject: ******** - CASE
To: info@mybbb.org
Cc: **********@email.europeandestinations.com



Dear BBB,
 
We apologize for the delay in response to this clients inquires. We tried to respond to this complaint online but was unable to do so as the time had passed. We would like to address *** *******'s concern about the price increase. In general all our prices are not final until credit card is paid and run. In some cases we cannot confirm a service and need to go back to the client with an alternate.

In this case *** ******* had multiple rooms in each city and in some cases makes in hard to confirm as we have a limited inventory in our system for multiple rooms on the same dates due to low pricing. In the meantime there can be increases in airfare pricing as these are not issued until the client agrees on the new hotel cost. The reason we work this way is the airlines have inflexible fares that are always subject to hefty penalties once issued. 
The problem that we believe had occurred specifically in ** ******** case is that the fare did increase and we had not yet made the changes in the system and in the meantime he had viewed his itinerary online without the complete changes being made by our agent for final process. 

We would like to offer the client a discount on a future booking in the amount of the $200.00 extra he had to pay for the fare increase. Again, this price in fact did increase and he approved this cost for this trip. We want our clients to be happy and trust our services are in fact honest. We do hope this discount for future travel will make him more comfortable with our company. This has been noted on his current booking number for a future booking booked within 1 year of travel from the current booking travel date.

Best regards,
Solar Tours
Danielle D*****
Europe - Operations Supervisor

3/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Unused train tickets in Italy that the company promised to reimburse me in the amount of $274 failed to do so.

Desired Settlement: Need the $274 ASAP as they were due 4 months ago.

Business Response:

Dear BBB,

We understand our client is awaiting a refund on the unused train tickets. Please note that the supplier denied the claim as follows below. Which is clearly noted in our terms and conditions. However, we have re-opened the claim on OCT 17th with our sales representative to see if they can take another look at this case. We will send a follow up this week to see if they were able to close this case in our clients favor. We will respond to the client as soon as we hear back from our contact.

Best regards,

Danielle D*****

Solar Tours

Dear Danielle and ******, Thank you for contacting **** ******. We are here to assist you. I am sorry to hear that your clients were unable to take their scheduled train from Milano to Florence and Florence to Rome. The train from Milano to Florence departed on June 8th at 3:38pm and the tickets were endorsed on the same date, but the time was 4:00pm. The tickets were endorsed after the train had departed. European rail reservations are made for a specific date and time. Per the after-sales policy of their ticket, it was partially refundable only prior to the train departure time.

The after sales policy is set forth by the railroads. As a distributor for the European Railroads, we must abide by the rules set by the companies themselves. This information is displayed online when you choose the fare and once you add the itinerary to the shopping cart. If booked in the Contact Center, it will be on the ******** Invoice that is emailed under the after sales section. Regrettably, no refund is possible for your client's tickets. We regret that we are not able to provide the response you were expecting. We hope you understand our position. We look forward to booking your client's next trip abroad.

Best Regards, ******** Customer Relations


Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because: I called Solar Agent in Italy or the contact number I was given by Solar Tours and was told to buy another Direct ticket from Milan to Rome and stamp the Unused Ticket as Unused where I will get the refund upon my return to USA. In the first place there was NO reason what so ever that Solar Tours booked for us tickets with a 2 or 3 hours stop in Florence. Being old couple it was too much to switch from one train to another when there is always direct train from Milan to Rome. We are suffering because of Solar Tours booking mistake.

Thanks.


Regards,

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








2/9/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: the company ( solar tours ) provide falls information , and lie to the costumer , the company web side show the hotel which I booked four star hotel , the hotel in Istanbul ( turkey ) , when we get their the hotel is not even one star , the result we didn't stay in the hotel , we found another hotel in the airea , booking # ****** , check in : jun 29 - 2014 , check out july 3 - 2014 . I need refund $ 850.00 . I am awaiting for respond . thank you

Business Response:

Dear BBB,

Thank you for bringing our clients trip concerns to us, We have reviewed the hotel in this complaint and have reviewed comparable sites and they all have the same ranking. However, the client needs to understand the ranking specifically has location as one of their top qualities. Sometimes these supersedes the quality of the hotel. This hotel was a non refundable property. WE asked the supplier for any kind of refund but they did not want to refund as client stayed with them at this hotel and use the nights. The client also did not pay the amount he claims for this property he is actually claiming almost three times the amount paid for the 4 night stay. There is no refund on this property as per our terms and conditions. We could offer the client a small discount for a future booking as a good faith offer. However, the hotel booked and paid for was non refundable and we will not be issuing a credit.

Please check other sites as follows that show as 4 star property: **************************************************************************************************************  

Thank you for letting us respond to the complaint.

Best regards,

Danielle DeOrio

Solar Tours

Business Response:

Dear BBB,

 

Please review the attached document in regards to our clients complaints.

 

Regards,

Danielle  D*****

We would like to respond to this client’s rejection. Please note that this client was still under the terms of cancellation when deciding to purchase new accommodations. These clients had to agree to the NON REFUNDABLE rate when purchasing the package in the booking process. They also agreed to terms associated with this hotel.
Supplier note of non refundable property:
From: ****** ************ *****************************************]
Sent: Wednesday, July 02, 2014 12:14 PM
To: ******************************
Cc: ***********************; '******* ******'
Subject: RE: *** ****** *** **********


Hello *****,


The hotel is unwilling to waive any fees because this is a non refundable booking so the hotel said they will charge in full.


Thank you,


***** ******


CRC Agent
Client Relationship Center Orlando
**** ******* ***** * ***** ***
Orlando, Florida  32819 USA
Phone: (+1) *** *** ****            **** *** *** **** Option 1


If a non refundable property is booked during the booking process the client is responsible for the TOTAL price of the non refundable property that has been reserved.
b. Hotels
The closer to your departure date that you change, the more likely there will be higher penalties. Hotel penalties vary between properties. Each property and each hotel supplier may establish different conditions for changes.
For multiple room reservations, we may use 2 or more suppliers. In those cases, each supplier may apply different change penalties for the same property.
Note that, depending on the season, some hotel reservations may not be changeable at all (fairs, conventions, special events, Holidays, New years, Christmas, etc).
Changes while traveling are permitted. However, passengers must agree to the new price IN WRITING (by e-mail) before we process any hotel changes. We suggest you open a free online email account to ease our requirement of having your email approval while abroad. We do NOT accept approvals on the phone. Any refunds (and penalties) resulting to the change will not be known to us for at least three business days by the supplier. Therefore, we will not be able to apply any monies towards your changes.
b. Hotels
Hotels have different cancellation penalties according to the dates of stay at hotel and others. For example, stricter cancellation penalties are imposed during high season dates such as peak winter, peak summer, Thanksgiving, Christmas, New Years, etc., special events, etc.


13. COMPLAINTS AND REFUNDS
Complaints will be handled in a case by case basis by our management.
Applications for refunds, if permitted, must be made in writing within 30 days of your scheduled return and must be accompanied by appropriate documentation evidencing amounts to be refunded.
In certain situations, refunds cannot be issued until receiving appropriate verification and approval from our vendors, this process can be lengthy. A resolution can sometimes take between 30 and 60 days.
We will not refund any money due to passengers arriving late for check-in. Passengers should plan to check in 3 hours prior international flight times and 2 hours prior regional flight times.
We will not refund monies for dissatisfaction with the conditions of a property, its rooms, facilities or services. Please take note that the lower the price, the lower the quality.
We will not refund monies for train tickets that have been lost, stolen or left at home. You must have physical tickets in your possessions to board trains in Europe.
Rent-a-cars have a minimum stay requirement of 3 days. You may use less than the 3 days but we cannot refund the difference upon return from your trip.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

if the property had been true to the description and the recommendation given by european destinations on behalf of solar travel, than i would say yes its true. 

the truth to the matter is the property was falsely represented. in any standard this hotel cannot be rated 4 stars. i don't care what country on visits.
this problem needs to be rectified and a refund for the 4 days given. also whats the mystery that you cannot provide the itemization of the daily rate for hotel.


Regards,

**** *****








2/9/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 15th 2014, I booked a trip through ************************* This was a package trip consisting of stops in Athens, Mykonos and Santorini Greece. On July 15th 2012 (one week before my trip) I was contacted by European Destinations that the hotel was overbooked and they had to put me in another hotel. The hotel they gave me is the Sunday Perissa Village (which does not exist anywhere online). I asked them for my original hotel or one that exists and has some sort of reviews online. They provided me with two other options, but wanted several hundreds of dollars more. Being that they switched reservations on me... I believe they should have incurred the expense. Long story short, I keep calling them to see if they can get me into ANY hotel at this point. So today is the day before I leave for Greece, and they sent me an email stating that I am booked for the Sunday Perissa Village, which is nowhere to be found. We shall see how this trip turns out, but customer service kept avoiding me, kept me on hold for over 20 minutes only to hang up on me "accidentally" (this happened multiple times. This is a complete bait and switch. I booked this trip two months ago and they switched hotels on me a week before I leave. They refused to put me on with a manager or a supervisor. The company is based in Maryland, however all of their calls are handled in the Philippines. Consumers beware.

Desired Settlement: Some sort of price adjustment for doing this to my trip. They would not even put me on with a manager or apologize.

Business Response:

Dear BBB,

Thank you for contacting us about our customers concerns.

We have reviewed this booking and it seems there was an overbooking situation by the hotel that was beyond our control. This is high season in Greece and this can happen on occasion. We did offer this client alternatives to what they were asking but they were not in their budget, We as a company are obligated to give the client a comparable alternative which is stated in the terms. We are sorry to hear our agents could not find the proper information he was seeking. As you can see the supplier gave this client an upgrade to the alternate property. We have not at this time received any further problems from the client after their stay at the new location. As you can see we received this notification on the 15th of July. So, it was close to departure therefore the other properties available may have been sold out! However, we are under the impression this client used these services with no problems. This case is considered closed and no compensation is due as the client received an upgraded property.

Notice from our supplier:

Ref: ******

Name: ****************

In: 27-JUL-14

Out: 30-JUL-14

Date:15/07/2014

Dear partners,

With regards to the above booking reference, we regret to inform that due to

overbooking situation caused by the hotel , the original booking will not be allocated at

the Blue Diamond Bay and therefore the clients will have to be relocated to the

following alternative accommodation:

Name: Sunday Perissa Village

Address: Perissa

Zone: Santorini

Phone: **************


Category: Higher


Please have the courtesy to inform the affected clients about alternative option offered,

and send us their feedback about this hotel change notice.

From Hotelbeds we offer our apologies for any possible inconvenience that this

exceptional situation could cause.

We would appreciate your immediate attention to this matter.

Look forward to your prompt reply, so we can act accordingly.

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








 

 

Business Response:

ear BBB,

Dear BBB,


We want to remind you that over bookings do happen in high season. (this is stated in our terms) This was certainly a case of the hotel overbooking and NOT a bait and switch as the client mentions. Our client booked a budget NON recommended property. The details are as follows: On **** -******* it is ranked Blue Diamond 73 percent. While Sunday Perissa Village was ranked at 88 percent.  Please keep in mind these are BUDGET properties and are not on our "recommended list". There is no compensation due on this booking as the relocation was similar standards. The client might also want to keep in mind the other two hotels booked were 4 star rankings. So, this was not a matter of us switching to the lower standard. He selected this 3 star category  for this city prior to departure. This may explain the difference. He also selected non recommended 4 star properties. The booking process clearly indicates which hotels WE as a company recommend. These are based on quality, location and service. We hope this helps the client understand what has happened here.


Regards,

Danielle D*****










Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:  They are liars.  Firstly the Sunday Perissa Village is not on ***********.  It is nowhere to be found online!  Secondly this "overbooking" was brought to my attention a week before I was about to leave for my ****.  The would not give me the telephone number to speak with management when I had asked.  All this company is, is a call center in the Philippines. 


Regards,

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








11/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Planned a trip in August which was cancelled due to daughter breaking her leg and was unable to fly. European destinations has failed to re-book the trip on a timely basis and we have been consistently lied to about air fair availability and hotels. For some reason they have made us wait to try to re book the trip costing us potentially $3000 more than was already agreed to. They have also lied about reserving the hotels we wanted (Have email proof) and reasons why they couldn't book sooner.

Desired Settlement: I would like to speak with a senior person and negotiate a refund or a reasonable re booking cost.

Business Response:

Dear BBB,

We are sorry to hear our mutual client is unhappy with our  customer service.

The client did cancel the reservation and had not purchased insurance. We actually waived our penalty as the client wanted to rebook and did not purchase insurance. This was a special exception as we do not waive cancel penalties. It's up to the client to contact us and rebook the package once they know the new dates. There may have been unavailable hotels and routes on the time he was checking or price may have increased. However, this passenger charged back to his credit card. When a client does this we need them to remove the chargeback in order to move forward with the booking. We have asked a senior agent to contact this client to offer them some new options. The client has not responded to our offers at this time. We have tried to resolve this matter. The client needs to contact the agent back to rebook his AIR credit that is pending for rebooking. All other services have been refunded accordingly. The amount will pend until client contacts us back with new dates. They have up to 1 year to rebook from the date the air tickets were issued.

Regards,

Danielle D*****

Solar Tours

10/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 9/20/2014 I made booking (Booking No : ******) for air flights, trains, hotels for two, cost about $3,300. In two days company emailed that they had wrong price info for particular hotel and I have to pay additional $451.99. Therefore the package price should be $3, 758.68. However they continued to advertise the same itinerary at cost about $3,415.32 for at least two days longer. See Itinerary=********&Zip=***** and Itinerary=********&Zip=*****. When I requested explanation, my email was totally ignored. But now company emailed cost is about $4080. On my level I can only guess if this is ripoff, false advertisement or just stupidity. At this moment I haven't been actually charged. I can send all emails and documents.

Desired Settlement: Explanations and apology.

Business Response:

Dear BBB,

Thank you for your concerns of our mutual client. We have reviewed this case and have honored the original package price to our client. However, please take note that this package did not confirm back to the client due to an internal data error in cost. So, the client was aware that this package could not be confirmed. We are working with our supplier to fix this pricing issue. In the meantime we have offered our client the original price. This case is closed as client has excepted our offer.

Best regards,

Solar Tours





Consumer Response: Better Business Bureau:

Though I was frustrated with intermediate treatment by the business, and haven't found reasonable explanation of it, eventually the company made decision which is favorable to me.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Thanks to BBB.


Regards,

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

9/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Three friends and I booked a european trip as a group on February 15, 2014. We were excited and anxiously awaiting the trip. Upon arriving to the **** London City hotel (our first destination), we were dissappointed to find out that our two rooms did not contain double beds. We booked a standard room which was described as having two twin beds. When we arrived at the hotel we were given one double bed. The first night we had to switch rooms because of a very unpleasant odor coming through the vents. We were moved to another room and again we had a double bed! After sightseeing, walking and spending several hours out and about, the last thing we want to do is have to sleep with someone. On the second leg of our trip, our flight was delayed almost two hours. We did not receive information on the reason why it was delayed. The flight was number ****** ********. We reached Rome well after 1 am and could not take the shuttle bus we previously requested. The hotel clerk previously emailed one of our group members and gave her a ridiculous price for airport transportation. The hotel clerk did not give us a name for the transportation company and we could only pay in euros. As tourist who just left the UK where GBP was excepted we would not have exchanged our money into euros yet. We also arrived to Rome after 1 amand all the kiosk were closed. When we called the airport we were quoted a much lower rate. The only form of transportation was a taxi in which the driver quoted us two different rates. When we arrived at the hotel we were greeted by a middle aged gentleman who spoke little english. We asked about the rooms. and were given rooms on separate floors. Our group was split between the fourth and third floor. The fourth floor room was bigger and cleaner. The third floor room which we stayed in was much smaller and dirtier. One group member is complaining of congestion due to the dust in the room. After viewing the room we went back upstairs to speak to the receptionist. He was no where to be found. We waited thirty minutes for him. We looked all around the hotel and could not find him. To make matters worse, the location of the hotel was extremely unsafe. We were afraid to leave our rooms after a certain hour. The buildings in the area were graffiti ridden, unsavory characters walking around the area and the lack of staff presence made us practically prisoners on our vacation in rooms we could barely stand to be in. We are very disappointed with our trip from the beginning until today August 12, 2014. We are about book another hotel and spend extra money when we should not have to. The new receptionist claimed they had a triple room available and we could not get the room because we did not pay extra. This trip has become a great disappointment for us. It was a graduation gift and the only vacation we could take this year. We work all year round and now we have to go back to work only to need a vacation from this disaster of a vacation.

Business Response:

Dear BBB,

We are sorry to hear our clients were not happy with their vacation purchase. These clients chose non recommended properties which are BUDGET properties. We always recommend hotels in cities based on extensive research. We do have budget properties available for people who may not otherwise be able to travel to these countries. However, the pricing can be the same for a recommended property. These properties have a green check mark in booking process. They are recommended on quality and location. We also offer transfers to and from hotels. However, these can be a little more expensive as they are private car service. The hotel rooms booked were standard rooms but the bedding is never guaranteed. The requests were made to our supplier but often depend on availability on arrival. This was also noted in the reservation on August 2nd that client was aware the bed arrangements are not guaranteed in a standard room. Of course they would have to pay more for a triple accommodation if that's what they wanted. The rooms are very small in Europe and do not always fit the American standards. There is no refunds to be given as services were rendered. We have sent this complaint to the supplier on August 13th with no reply as of yet. However, the complaints of client will not qualify for any monetary sum.

Our company is willing to give these clients a credit for future travel should they decide to give us a try. We ask they always select recommended properties if the hotel itself is of particular importance.

Regards,

Danielle D*****

 

 

 

 

 

 

9/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had booked a flight through Solar Tours, and when the day had come to take the actual flight, I realized I wasn't going to make it because of a situation that was out of my hands. I called *** ****** immediately and was unable to reach someone. I called Solar Tours, and told them to CANCEL THE FLIGHT while I booked another one BEFORE the flight had departed. The guy calls me back to tell me that he wasn't able to reach them, and that I would have to call them myself. I was busy booking the next flight so that I didn't miss everything that I had scheduled the next day, and called them after I was done. I called again while waiting to board my next flight (which was a couple of hours later) and this time, I was able to reach someone. The resolution of that call was that *** ****** also believes this is the responsibility of Solar Tours. Solar Tours made some illusion of an attempt or a half-hearted one to get the money back from *** ******, and failed to do so. I believe Solar Tours is responsible for this cost by either a fundamental lack of customer support, lack of clarity as to services provided and being generally unreliable in terms of executing the things you discuss with them on the phone. Nice people, but an objectively terrible company.

Desired Settlement: Solar Tours should demonstrate good faith and customer service by assuming responsibility for being unable to reach *** ****** after they had received my cancellation order. As a tour company, if you aren't trustworthy enough to be insulating the customer from these sorts of things, then I believe you fundamentally "miss the point." Had this point been clear to me, I would never have used them.

Business Response:

Dear BBB,

This client called us to cancel the flight AFTER the flight had departed. The airline rules state that flight MUST be cancelled BEFORE departure of flight in order to either reuse ticket with penalty OR refund if applicable. In these cases the value of the ticket is lost if not cancelled before departure time. We have put in a request just now to see if airline can refund the taxes at least on this airline ticket. We may not have an answer for 60-90 days from request. We will be sure to notify client if airline approves tax refund.

Best regards,

******** D*****

Solar Tours

 

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

This is the same dishonest runaround that I am referring to and the reason why you should never be BBB accredited.  They are literally LYING when they comment that I called AFTER my flight had departed. I called Solar Tours AS WELL AS *** ****** WELL BEFORE my flight. I was unable to reach anyone at *** ****** and that is why I was forced to call Solar Tours. I called them and the representative that was assisting told me that he was on the phone and waiting for *** ****** as I did the same on my own line while I tried to make alternate flight arrangements. Do what you must to recover the money, but the response of "you called after and we'll do our best to call *** ******" etc. is no longer acceptable, because I know what you are doing. You are delaying and being clearly dishonest. Imagine a scenario in which the tour company DIDN"T want to refund money that the customer deserves to receive? Well, you would do EXACTLY what Solar Tours is doing; pretending like I didn't call in time and refusing to issue a refund. If I go back far enough in my phone bill, I can provide definitive proof that I called Solar Tours to cancel the flight. It's actually quite ridiculous for you to think that I wouldn't have this record.


Regards,

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








Business Response:

 
---------- Forwarded message ----------

From: ******** ****** <**********************>
Date: Tue, Aug 19, 2014 at 10:20 AM
Subject: FW: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
To: *********************


Hi ****,

 

We wanted to address this particular BBB claim. Although our customer did not agree we do feel like we tried to resolve in good faith. Is there a way we can get this to show closed instead of unresolved?

Thank you for your time on this.

 

Regards,

******** D*****

Solar Tours

 


Consumer Response: From* *** ******* ******************
Date: Thu, Sep 11, 2014 at 3:50 PM
Subject: Itinerary For Complaint #********
To: ****** ******* *******************>


Sorry about that. Here is the itinerary that they gave to me upon payment. Thank you for the prompt response.

8/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A scheduled tour was booked to Macchu Picchu including flights to Ft. Lauderdale, flight out to Lima, hotels, transfers, etc. When the initial flight was cancelled by *** ****, the entire first half of the itinerary had to be rebooked with new flights and hotels, minus one night in Cusco. over the span of 10-11 hours, the company could not book a different train to, and admission for, Macchu Picchu, and that was done by us, the consumer. The first hotel night lost they said was nonrefundable, then made us pay out of pocket for the new hotel for the first night, they said due to short notice. We were never refunded a portion of our initial payment amount, which included the train tickets that were cancelled, the hotel night we didn't use, or reimburse us for the hotel we had to purchase in addition to the initial payment.

Desired Settlement: $300

Consumer Response: From: ***** ****** <***********************>
Date: Mon, Jun 23, 2014 at 7:22 PM
Subject: ID ********
To: "info@mybbb.org" <info@mybbb.org>


After reviewing the credit card statements for the charges associated with my complaint, the train tickets were $420 and the hotel was $158, so the disputed amount and request for refund should be $600.

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

Business Response:

Dear BBB,

The client booked the packaged with us on 3/20/2014 with travel dates of 05/17-05/23 2014. Which they agreed to the terms and conditions(http://www.***********.com/Terms.aspx) at time of booking and they also declined twice Travel Insurance(http://www.***********.com/insurance.aspx).

All services were confirmed as requested and vouchers were sent out on 4/4/2014 1:01:41 PM. 

Please note that it is clearly stated on our Terms and Conditions the following:

We are not responsible for any missed connections that the airlines might cause. We are not liable for cancelled flights, flights that are missed or flights with missed connections due to any airline scheduled changes. We are not able to compensate for hotel overnights if such may occur due to an airline schedule change.

Changes to a reservation is permitted up to 10 days prior to departure after this all services become non-refundable.  Train tickets are non-refundable once issued and confirmed.  Hotel have strict penalties and no refunds will be processed (No-Show)due to trip interruptions.

Reason for Trip Interruption:

The client's flight was cancelled due to airline mechanical problems; which we do not have any control over.

Our company sent an urgent message to the supplier in Peru so they can adjust their schedule due to the new flight scheduled provided by the client.

We did our best to re-accommodate under the extreme circumstance and the little time frame we had to work with.

Transfer service were re-booked at no additional cost to the client.  5/18 Original date 5/17

***** Hotel scheduled to arrive on 5/17 is non-refundable due to No-Show hotel policy.

Rail pass modification of dates and/or times change fee is 90.00 per person schedule date 5/19 @ 745AM.

All other services were adjusted in order to meets the clients new flight information. 

Unfortunately no refunds were provided from our suppliers since services are non-refundable.  For this reason we are not able to refund the client. 

This is why we highly recommend travel insurance so that clients can have the extra travel protection for these unforeseen circumstances.  We did our best to assist the client due to the circumstances presented; which were completely out of our control.

Kind Regards,

Marybell M*****

Assistant Manager 

6/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received an email from Solar Tours after i came back from my trip on April 21st -May 1, 2014 stating I owe $190.55. I called them tonight and ask why i was charged and the customer service could not give me an answer and states that a supervisor would have to call me back. I stated I was not going to pay the bill and would contact my bank and write to the BBB. I also informed the rep that I have my receipt of PAID IN FULL AND $0 balance.

Desired Settlement: Fix my bill and apology. I have all email and receipt of this company.

Business Response:

DEar BBB,

 

This client does not owe this amount. There was a data entry problem we encountered and have since corrected the issue.

 

REgards,

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

 

Solar Tours

 

4/19/2014 Problems with Product/Service
3/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We booked for our trip to Costa Rica (Dec 2013) through *****************.com which is owned by Solar Tours Inc. We were confirmed reservation for 2 days for 7 people in ****** ******* Resort and Spa for 2 days (Dec 29 - Dec 31) for Superior Rooms. After payment from us, we got confirmation for this reservation along with the vouchers for the 2 day stay. Solar Tours seem to have booked the hotel only for one day even though we have paid for 2 days. We checked into the hotel and after one day, our things were removed from our rooms and we were left with no where to go. We lost a significant amount due to this (about $100 per person -we were a party of 7). We contacted Solar Tours in Costa Rica as well as when we got back from the United States and after innumerable amount of calls and emails, they have not compensated us for the loss we suffered during our vacation because of their error. The service supervisor **** *******, though very polite, has not been able to help us as he keeps saying that he need to get approval from Management.

Desired Settlement: We would like to be compensated for the loss we occurred due to their error in booking. Although we have paid for 2 days, they had only booked for 1 day at the Hotel.

Business Response:

Dear **. *******,

Please receive our answer in regards the complaint ID of ******* received by email on February 11th 2014. **. ********'s complaint was previously received on Tue 1/7/2014 after a phone conversation we held in reference to the problems he experienced during his vacations in Costa Rica. His travel package was for 7 people, including one night of stay in *** **** at the ******* ******** *** Lodge and two nights stay in ****** at the ****** ******* Resort and Spa confirmed with a total package price of $788.84. It is important mention that the original request for hotel in ****** was not available, therefore we sent him a quote with an alternative with the service priced as previously detailed.

The problem with this package was that due to an error from our fulfillment department, only two nights were confirmed by the hotel supplier, one for the hotel in *** **** and another for the hotel night in ******. The stay in ****** was wrongly confirmed, therefore, the price we confirmed was only for one night instead of two nights in ******. The clients were already in their destination when the problem was detected and our supplier brought the issue to our attention. The hotel ****** ******* Resort and Spa was capable to accommodate the 7 guests in some rooms that they had available, but not with the same category of the room booked for the first night. The hotel provided a complimentary late check out and fruits with chocolates due to the inconvenience they experienced.

Solar Tours by the other side has absorbed the cost of the additional night in order to avoid any additional charges processed towards to our client's credit card and to correct the problem caused. The additional cost absorbed was of US$330.05 in concept of one additional night on standard rooms.

 

We truly regret the inconveniences that this problem has generated to **. ******** and his family, but in order to correct the situation with his booking; the extra cost for accommodations was absorbed, as well as the compensation we offered for a credit discount for $100.00 valid for a year. Unfortunately, **. ******** considered that this is not enough, but we are not in position to provide more refunds than the compensation offered.

We hope that our answer helps to clarify the this case, however, if further assistance is required or there are any questions please let us know at *************************************

Sincerely,

**** ******* | CS Supervisor

SOLARTOURS.COM

5640 Nicholson Lane, Suite 215

Rockville, MD 20852

Phone: ###-###-#### Ext ***

Fax: ###-###-####

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

 
The main issue was that due to the time duration when we were kicked out of our rooms and working on a resolution, we lost about 5 hours in the evening. We had booked and paid for a spa at a nearby location which we were not able use as we were anxiously waiting on our fate for the night. It was traumatic to see someone else in our rooms and all of our luggage in big trash bags somewhere. It was too late to go after we got the new rooms and so lost our money. 
 
Secondly, the rooms which were given accommodations for the 2nd night was a very small room with rickety beds - very different than the superior rooms we had booked and paid for. The partner company which we were in contact with in Costa Rica kept saying that they will compensate us for all of this when we get back to the US.
 
We did not get any complimentary fruits with chocolates from the hotel but they did allow us to have a late checkout (1 hour more) since it was so late before we got our rooms. We in turn, because of their hospitality, booked a zip lining excursion through them in the morning before we left.
 
I understand that Solar Tours incurred this additional cost, but it was not our fault that this happened. All we want is proper compensation for the traumatic experience we went through - left in the lurch without any accommodations in a new country, sitting in a lobby of a hotel for hours not knowing what is going to happen as there were no other rooms in ANY hotels in the are for that night and missing out on the main highlight of this area - the Spa and hot springs.
 
The credit they offered ($100 total) is for a discount towards another travel booked through them, that too to be used within this year! How can we in our right minds take this offer.
 
We were trying to avoid the legal route until we see what happens here, but we might have to go that route for proper resolution of this. 


Regards,

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








3/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have called a few times and talk to different customer service agents at Solar Tours--no support on resolving a name correction--on an Airline ticket. I talked to **** then **** and these representatives would not correct the name on my airline ticket. I have ********* ******** ******* on my ticket but I need the correction of: ********* ******** *******-********, but they refuse to help. I understand the Terms & Condition for a passenger change but this is NOT a passenger change, instead this is the same passenger. Finally, *****, at Sour Tours, informs me that I have to pay $950 to get this corrected! I can get a refund of $500 in 2 months but this will not cover the $950 ticket correction. You see--I paid $3096 already--for this travel package. Booking #******. Air Reser. code: ****** Please, help me to resolve this matter! Thank you! *********

Desired Settlement: Solar Tours should either fix the name on the Airline tickets or issue new tickets with the name correction.

Consumer Response:

Info
9:37 AM (21 minutes ago)
tome
 
 
 
 
---------- Forwarded message ----------
From: *** ********* <******************>
Date: Sat, Feb 1, 2014 at 4:42 PM
Subject: Re: Your complaint has been received
To: "info@mybbb.org" <info@mybbb.org>


Please attach this email to my case and complaint:  **** ********* vs. Solar Tours, Inc.
 
 
Today at 4:31 PM
Dear *********, at Solar Tours or European Destinations,
 
The 2nd Attachment of Terms & Conditions has a paragraph that you over-looked about the penalty of a name revision.  This revision is $25 and NOT a fee of $975 that you're trying to get from me.  I already paid the cost of $3096.
I have informed an outside agencies to investigate the fair & balance practice of your revision fee and your companies Terms & Conditions for a name revision.  You will be hearing from them, soon.
Sincerely,
**** *********
 
On Friday, January 31, 2014 12:30 PM, "info@mybbb.org" <info@mybbb.org> wrote:
We have received your complaint and we are currently reviewing it.
Thank you. 

This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at ###-###-####

BBB of Metro Washington DC & Eastern Pennsylvania (Washington, DC) 1411 K St. NW, 10th Floor Washington, DC 20005-3404 Phone: ###-###-#### Fax: ###-###-#### Email: info@mybbb.org Web: www.mybbb.org
Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of BBB. Any dissemination, distribution or copying of the enclosed material is prohibited.

Business Response:

Dear BBB,

 

We were able to change the name for the following booking. This required special assistance from our sales representative. The cient needed to understand even if this is the same passenger these changes are NOT FREE of charge and we were trying to get a waiver that can sometimes take time. This was not a case of the agents no helping this client. This has been resolved and name has been changed,

 

 

Best regards,

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

Solar Tours

11/25/2013 Problems with Product/Service
11/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: European Destinations promised to contact the airline and/or refund the money for our tickets and has done nothing. No call, no email, no text. They were to do this on 8/26/2012 from the previous complaint and have done nothing. Left us stranded in the airport and would not help.

Desired Settlement: Want my refund that I am entitled to for 3 tickets from London to Paris and a one hotel night in Paris

Business Response:

Dear BBB,

We were in contact with this passenger back in August of this year. Please see the following correspondence. The airline is not granting a refund as the client was unable to contact them before departure to cancel due to the daughter being sick. They also did not purchase the recommended insurance plan we offer that would have covered them for the penalties. We will send a follow up with the airline to see if taxes can be refunded. However, this is not guaranteed. It's unfortunate that these passengers were not able to contact the airline prior to departure time to cancel or change. This still would result in penalties to be paid. We will try and reopen this case with the airline to see if anything further can be done. 

From: ********@************ [mailto:********@************]
Sent: Thursday, August 22, 2013 10:08 AM
To: ********************************
Subject: Re: Bkg No. ****** - Regarding your Onward tickets

I had no way of "checking" in 24 hours in advance.  As you know, I did not have my cell phone and my husband was unable to "check" in with his even though he tried many times, the airline website would not let us.  It is not our fault that our child was sick.  I have absolutely no control over that.  If you had a chronically ill child, you would understand.  I could not put a child on the subway who was vomiting so we could be sure to get there three hours in advance.  You really have no compassion at all.  Your company should have stepped up to the plate and got us on one of the next two flights that were leaving that evening.  As I've stated before, I told your agent, *********, I would have paid the difference in the ticket price from what you paid for the tickets and the new price.  But you would not do that, you wanted me to purchase the tickets all over again for nearly $1000 dollars, and that's not right.  Your highlighted information below states that tickets are not refundable in case of a NO SHOW.  We were NOT a no show, WE WERE THERE at the airport.  You also did not send the information I requested regarding where to send certified correspondence.  Should I send it to the Maryland address?

 

Sincerely,

**. ***** ******

From: "********************************" <********************************>
To: ********@************
Sent: Wednesday, August 21, 2013 11:43 AM
Subject: RE: Bkg No. ****** - Regarding your Onward tickets

Dear *****,

 

Thank you for writing.

We would like to take a moment to explain about airline process.

We cannot refund monies for passenger’s late arrival at check-in. Passengers are responsible to arrive at airport within a timely manner and must check itineraries at least 24 hours prior to departure.

You also must understand that purchasing tickets on date of departure will increase and the price will not be the same as the original purchased. Please find below our terms and conditions which you agreed on and airline rules:

 

“We will not refund any money due to passengers arriving late for check-in. Passengers should plan to check in 3 hours prior international flight times and 2 hours prior regional flight times.
Passengers are responsible for verifying their air itineraries with the airline 24 hours before departure. We will not refund moneys for missed flights due to airline schedule changes.”

 

  CANCELLATIONS                                                                

                                                                                

    BEFORE DEPARTURE                                                           

      CHARGE USD 250.00.                                                       

      CHILD/INFANT DISCOUNTS APPLY.                                            

         NOTE -                                                                

          WAIVED FOR DEATH OF A PASSENGERS FAMILY MEMBER UP                    

          TO FIRST DEGREE RELATIONS OR FOR PASSENGERS                          

          HOSPITAL ADMISSION.                                                  

                                                                               

    AFTER DEPARTURE                                                             

      TICKET IS NON-REFUNDABLE.                                                

         NOTE -                                                                

          WAIVED FOR DEATH OF A PASSENGERS FAMILY MEMBER UP                    

          TO FIRST DEGREE RELATIONS OR FOR PASSENGERS                          

          HOSPITAL ADMISSION.

  ANY TIME                                                                   

      TICKET IS NON-REFUNDABLE IN CASE OF NO-SHOW.                             

         NOTE -                                                                

          WAIVED FOR DEATH OF A PASSENGERS FAMILY MEMBER UP                    

          TO FIRST DEGREE RELATIONS OR FOR PASSENGERS                          

          HOSPITAL ADMISSION.

 

However, please note that we will try to get a refund on the tax amount of these tickets. Since they are non-refundable, this is the only thing we are able to request them to process at this time. This process can take 6-8 weeks to be resolved, we would appreciate your patience in advance.

 

Best regards,

EuropeanDestinations.com

 

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
You did not contact the airline as stated.  They have no record of it.  They said your company was responsible to refund our ticket.  You have done nothing to assist us and we believe your company is fraudulent, took our money, and did not show good faith toward a consumer who gave you over 5000 dollars.

Sincerely,

***** ******








Business Response:

Dear BBB,

The client is not entitled to a refund for the following reasons:

1. She did not cancel the NON refundable tickets BEFORE departure time.

2. She did not purchase travel insurance that would protect her on these non refundable tickets due to her daughters illness.

Denial from airline Below:

-----Original Message-----
From: ********************* [mailto:*********************] On Behalf Of *****************
Sent: Friday, August 23, 2013 1:39 PM
To: ***** ****; *****************; ******************
Cc: ***********************
Subject: IB - Partial Refund Request - Tks *************** *************** ************** Solar Tours Bk# ****** / ******

Hi *****,

If we check the booking passenger were Noshow for BA 322 on 13Aug, hence we won't be able to provide any waiver on this. Even after being a noshow they were allowed to use the return flight as a goodwill gesture because as per the rules tickets cannot be used out of sequence.

Kindly note no waiver can be given for this.

Regards

Iberia

__________________

 

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

1.  I had no possible way to cancel the tickets by contacting you as our cell phones did not work in Europe even though we had made arrangements with phone company before we left

2.  We paid you over five thousands  dollars and just wanted you to show good faith by booking us on the next flight 

3.  We were more than willing to pay whatever the difference was in the ticket

3.  We expected your company to show some compassion to a child dying of a brain tumor for God sake!

Regards,

***** ******








10/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: MARYLAND -- I booked air and hotel to Ecuador/Galapagos. I provided all the information and was informed they needed additional information. I provided the information immediately because of time constraints. My airfare was confirmed as I was informed. I called Sept. 30,2013 to insure my seat assignment and was advised by ****** that all was good. Therefore, I waited to hear from agency with the vouchers etc. Since I did not hear from them I called Oct. 2, 2013 to be informed that my flight had been CANCELED!! I never had received notification of this. I was leaving in 3 days.. We spent time going back and forth to no avail. Apparently, the air had been confirmed and they were waiting to confirm hotel. In the meantime, ******* canceled my reservations. What they were offering me had a layover of 6 hours and an early departure. Today, I was informed that they could book me on a flight and ground package for $10,000 for two passengers. This was more than I originally booked . SO I HAVE NO FLIGHT NOR PACKAGE.. IT WAS NOT DIFFICULT FOR them to say good-bye.. your are not going anywhere! What happen to customer service? Had the worked on this immediately, I would have had a flight . I informed ****, agent that the first order of business should have been to insure that I had a flight for Saturday, However, the concern with them is that they do not want to incur the incidentals that this cancellation has provoked (in booking another flight). The customer needs to be assured that a flight had been booked especially given the time constraints and not be concerned with paying for this huge mistake which was not my fault. If they agency could not handle bookings in a short period of time than they should not take the bookings etc. In addition, ***** *********** supposedly has an office in Maryland. However, when you telephone them you are speaking to someone in the ***********. When asked if you can speak to someone in MD they deny you the name of the person in charge. Another reason not to do business with them because of outsourcing communicating with their agents effectively is a problem. Again, I have no flight and was just informed that the land portion was just cancelled as well. I may not be taking this trip this Saturday, but I will make sure that FOLKS do not use this COMPANY!!! They refer to the terms and conditions but they results are that they cannot handle immediate bookings than they should not. Between the time I booked online and travel was 1 week. They say 3-5 business days is what they need.. The fact that I had not received a telephone call nor email is not good customer service since I only have 2 days before flight.. Now all of a sudden as a result of their omission I will not be taking this trip as planned.

Desired Settlement: Reinstate my trip with air and land as it's original rate.. or pay the additional fee on the designated flight. I have all the documents that reflect they were at fault.

Business Response:

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

Before focus our clarification to the client complaint, the first point to stress out is that our company policy respond to the Terms and Conditions published online for public knowledge and before any request is submitted, our clients must have read and accept that they agree with the regulation established to acquiring  our services.

It is clearly specified during the request process and in our Terms and Conditions that all Vacation Packages require from us to request confirmation of the components or services selected for an itinerary. It is also stated that requests are quotes according to price of services. Spaces are not held (not confirmed) at the time of request and prices are subject to change based on availability. The Payment Information is required to request confirmation of services the procedure generally takes from 2 - 5 working days. We inform that the Credit Card will not be charged until all services are confirmed exactly as requested/quoted and If that is not the case, we must be able to contact our customers with an alternative and get an approval in writing.

In this case, the client's request was placed on Friday, September 27th 2013 at 11:26 AM EST through ********************** the direct consumer division of Solar Tours Inc. The service request consisted of confirming a vacation package with airlines, cruise and hotel services for 12 days, departing on October 6th and returning on October 18th. The original cabin requested for the cruise was not available, therefore our fulfillment department informed about a change of service and the new price informing that the services were not on hold. The client accepted the change and we continued with the booking procedure. One of our agents provided help assigning seats through airline reservations on Monday's morning, September  30th; however the fares are not guaranteed until the whole package is finalized and the full payment is processed. The reservation was cancelled during the afternoon or September 30th by airline's robots, and the rest of the services were not confirmed yet. At the time the customer contacted us to do a follow up, this issue was notified and our supervisors facilitated several alternatives, but none of the options seemed meet this client's expectation.

On Wednesday afternoon, October 2nd all other services were confirmed, and since that moment five different alternatives were offered on a range of prices between $6,970.40 to $10,479.52, however none of the options were accepted. All the options were subject to cancellation/change due to lack of payments and time constraints, therefore while the client was not decided, the services for the package were cancelled and fees for cancellations were absorbed by Latin Destinations. (No fee was charged to the client and there were previous notifications that the package was subject to availability and cancellation due to lack of payment)

We tried our best to assist this client, but we could not recover the original reservation since the original flights were unavailable and spaces were sold out, but we did not left the passenger without flight options since several alternatives were facilitated and none of them were accepted. (Please find attached files that support this letter)

We hope that this information serve to elucidate this inconvenience and we thank you once more time the opportunity to elucidate this matter.

Sincerely,

 

**** ******* on behalf of ******* ******

Solar tours - ***** ************

5640 Nicholson Lane, Suite 215

Rockville, MD 20852

Phone: ###-###-####

Fax:###-###-####

 

 

10/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: European Destinations is NOT a reputable or customer service friendly site. I have basically been robbed of $2500. I recently booked my 4th trip in 3 years with European Destinations. There was an error with my airline ticket, so I was told by European Destinations that my only course of action was to cancel the two tickets that were booked and repurchase two new tickets. I was told that I would get a refund on the tickets that were canceled minus a cancellation fee of $275 per ticket. I was not happy about the cancellation fee and was told that I could put in a request to wave the cancellation fee. Then the day before I left for my trip after calling multiple times and getting the run around was told that not only was not getting reimbursed for the cancellation fee but I was not getting a refund on the balance of the canceled tickets. I asked to speak with a supervisor and was told I would get a call back from one but it’s now two weeks later and I have yet to hear a word from anyone at European Destinations. I called multiple times to speak with someone and still have been told I would get a call back. You would think after my loyalty to the company having used them 4 times in 3 years and after referring countless people to their site that they would have taken more care and consideration in my situation but obviously they do not care about keeping customers. I think that it is a poor business practice to convey a message to a consumer and then go back on your word and not even have the decency to return calls or explain what went wrong in the transaction.

Desired Settlement: I would like for the courtesy of a European Destinations Supervisor to call me and explain why they are not honoring thieir original agreement of a refund. Ultimately, I would like to have the refund credited to the accounts that were charged.

Business Response:

Dear BBB,

We are sorry to hear our client is not happy with our responses. There is a procedure that we MUST follow when exchanging or changing airline tickets. Typically the airline takes about 4-6 weeks to refund any unused tickets. This is all noted in the terms. The client gave us the WRONG name on her passport causing the changes in tickets. The refund is currently being processed. They should expect the refund to appear on their card within the next 5-7 business days.

Best regards

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

Solar Tours

9/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We paid up front and in full for our vacation. The part of our vacation that included a flight from London to Paris was closed by the time we arrived at the airport because we had a sick child that was vomiting. We arrived 45 minutes prior to departure and were not allowed to get on the plane. When I called the company to get rebooked on one of the next two flights leaving London, they would only do it if I paid even more than the asking price for the new tickets. I said I would pay the difference if the tickets cost more (because I had already paid for the flight) but they refused. They wanted me to pay nearly $1000 for the new tickets which was more than what the ticket agent said they cost. We had to take our sick child back in the subway with all our luggage, find a bus terminal, only to find out there was one bus leaving that night but it was full. My husband went to every hotel he could find but they were booked solid and we were left in a freezing bus terminal overnight being accosted for money by people that were living in the terminal. This was all in addition to having a very sick child. The company refused to help us and tried to extort even more money out of us. The vacation was purchased as a package deal and I asked how much those tickets were out of the total price. They refused to tell me. I got a manager on the phone and she refused to tell me or help. They told me their company was based out of Maryland but I believe the company is really based out of the Philippines. Our dream vacation turned into our worst nightmare. I have contacted the company but they told me their policy is, if you are a NO SHOW at the airport, you will not get a refund. We were not a no show, we were there at the airport but were not allowed to board because it was 45 minutes in advance which not soon enough. I suspect that this company has done similar things to others. I searched the internet and found other nightmare scenarios from this company.

Desired Settlement: We want a refund for the tickets that we already paid for. Because the company will not tell me the exact amount we already paid for that portion of our trip (3 airline tickets from London to Paris) I can only estimate that it was $1000. We want a refund for the cost of the bus tickets because they would not allow us to pay the difference for the new airline tickets (3 tickets from London to Paris - which took an entire day instead of an hour flight) It cost $214. We have a receipt. We want a refund for cost of the subway (3 tickets from airport to bus station) - $12 We would like a refund for the cost our prepaid museum tickets (3 tickets to Versaille) - $80 due to missed day in Paris. We have a receipt.

Business Response:

Dear BBB,

WE have adressed this matter with our client and it is still under claim with the airlines. In fact the claim was just reported to us so we could file with airline which could take 6-8 weeks. Please see the correspondence with our client so you are aware why we cannot just refund thier ticket. Please note this client also did not purchase travel insurance.

As of now this claim has been filed and we are awaiting a repsonse from the airline about refunding the taxes on these tickets. The tax amount is a large portion of the tickets so we hope they will refund this amount. Otherwise there is not much we can do as the client did not follow the correct procedures.

Please see all correspondance with client below.

REgards,

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

Solar Tours

From: European Destinations [mailto:*******************************]
Sent: Thursday, August 22, 2013 12:01 PM
To: *********************
Cc: ******************************
Subject: RE: Bkg No. ****** - Regarding your Onward tickets

Hello *****,

Please understand that these are not our rules but the airlines rules on the ticket that was purchased. Being late to the airport is considered a “no show” by airline standards. This is their terminology for being late or not showing up prior to gates closing. We did explain below that we will file a claim with the airline for anything that can be refunded. We have sent this off to them  for review.

Remember that insurance was NOT purchased on this package and we highly recommend this to all of our clients for things that are beyond our control. If your child is chronically ill then even more reason to purchase the insurance offered.

Please note that we are trying to get what we can back for you but must follow the airlines procedures. If the airlines had let us changed the tickets for a penalty only then of course we would have done so. This was not the case as the time of departure had passed making the tickets have NO VALUE.

If you would like to send us something then the Maryland address is the correct address to send any mail to. However, we will be responding to this by explaining the penalties and the procedure we are in the process of starting with the airline.

Regards,

Europeandestinations.com

From: ********************* [mailto:*********************]
Sent: Thursday, August 22, 2013 10:08 AM
To: ********************************
Subject: Re: Bkg No. ****** - Regarding your Onward tickets

 

I had no way of "checking" in 24 hours in advance.  As you know, I did not have my cell phone and my husband was unable to "check" in with his even though he tried many times, the airline website would not let us.  It is not our fault that our child was sick.  I have absolutely no control over that.  If you had a chronically ill child, you would understand.  I could not put a child on the subway who was vomiting so we could be sure to get there three hours in advance.  You really have no compassion at all.  Your company should have stepped up to the plate and got us on one of the next two flights that were leaving that evening.  As I've stated before, I told your agent, *********, I would have paid the difference in the ticket price from what you paid for the tickets and the new price.  But you would not do that, you wanted me to purchase the tickets all over again for nearly $1000 dollars, and that's not right.  Your highlighted information below states that tickets are not refundable in case of a NO SHOW.  We were NOT a no show, WE WERE THERE at the airport.  You also did not send the information I requested regarding where to send certified correspondence.  Should I send it to the Maryland address?

 

Sincerely,

**. ***** ******

From: "********************************" <********************************>
To: *********************
Sent: Wednesday, August 21, 2013 11:43 AM
Subject: RE: Bkg No. ****** - Regarding your Onward tickets

Dear *****,

 

Thank you for writing.

We would like to take a moment to explain about airline process.

We cannot refund monies for passenger’s late arrival at check-in. Passengers are responsible to arrive at airport within a timely manner and must check itineraries at least 24 hours prior to departure.

You also must understand that purchasing tickets on date of departure will increase and the price will not be the same as the original purchased. Please find below our terms and conditions which you agreed on and airline rules:

 

“We will not refund any money due to passengers arriving late for check-in. Passengers should plan to check in 3 hours prior international flight times and 2 hours prior regional flight times.
Passengers are responsible for verifying their air itineraries with the airline 24 hours before departure. We will not refund moneys for missed flights due to airline schedule changes.”

 

  CANCELLATIONS                                                                

                                                                                

    BEFORE DEPARTURE                                                           

      CHARGE USD 250.00.                                                       

      CHILD/INFANT DISCOUNTS APPLY.                                            

         NOTE -                                                                

          WAIVED FOR DEATH OF A PASSENGERS FAMILY MEMBER UP                    

          TO FIRST DEGREE RELATIONS OR FOR PASSENGERS                          

          HOSPITAL ADMISSION.                                                  

                                                                               

    AFTER DEPARTURE                                                             

      TICKET IS NON-REFUNDABLE.                                                

         NOTE -                                                                

          WAIVED FOR DEATH OF A PASSENGERS FAMILY MEMBER UP                    

          TO FIRST DEGREE RELATIONS OR FOR PASSENGERS                          

          HOSPITAL ADMISSION.

  ANY TIME                                                                   

      TICKET IS NON-REFUNDABLE IN CASE OF NO-SHOW.                             

         NOTE -                                                                

          WAIVED FOR DEATH OF A PASSENGERS FAMILY MEMBER UP                    

          TO FIRST DEGREE RELATIONS OR FOR PASSENGERS                          

          HOSPITAL ADMISSION.

 

However, please note that we will try to get a refund on the tax amount of these tickets. Since they are non-refundable, this is the only thing we are able to request them to process at this time. This process can take 6-8 weeks to be resolved, we would appreciate your patience in advance.

 

Best regards,

EuropeanDestinations.com

 

 

From: ********************* [mailto:*********************]
Sent: Monday, August 19, 2013 9:31 AM
To: ********************************
Subject: Re: Bkg No. ****** - Regarding your Onward tickets

 

Dear *********,

 

If you do not at least refund me the price of 3 tickets from London to Paris, I have no choice but to sue your company and contact the media and blogs about the way my family was treated.  You left us stranded in the airport with a sick child and no way to get to our destination.  We had already paid for the tickets and you would not help us at all.  You have no idea what we went through with our sick child and I promise you that if we are not refunded for the tickets we will have no choice but to sue for severe emotional distress.  You put our lives in danger because we had to first find and then stay at a bus station overnight and were accosted by people who appeared to be living there.  It was not safe and we were fearful for our lives.  My child became even sicker because of your lack of compassion and responsibility to get us on another plane.  I agreed to pay the difference for the price of the new tickets but even that wasn't good enough for you.  You wanted me to pay even more than the full price that the tickets were being offered at even though I already paid for the tickets up front and in full.

 

Please send all your contact information so if it comes to a lawsuit, my lawyer can begin proceedings.

 

Sincerely,

**. ***** ****** 

 

 

 

 

From: "********************************" <********************************>
To: *********************
Sent: Tuesday, August 13, 2013 7:47 PM
Subject: Bkg No. ****** - Regarding your Onward tickets

 

Dear *****,

 

We are very sorry about your missed flight in London, but please be aware that we are monitoring your onward ticket on Aug 17. We called your hotel in Paris and advised them to keep your room and wait until you check-in because of the flight interruption. We are avoiding your Paris – Newark ticket to be forfeited, so please try to contact us and let us know if you are able to board for the today.  Please reply to this e-mail if you were able to receive this message and we will try to contact you in your hotel.

 

Please keep in mind that you are not being neglected, we are trying to do our best to help you in the best possible that we can.

 

 

Yours Truly,

 

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

Ext. ***

 

 

v

 


Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

11 Customer Reviews on TripMasters
Fusion Chart
Fusion Chart