Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2022 my friend and I booked and put a deposit down with this tour company for a trip to ******* When we booked, we said we were both retired, my friend has mobility issues and we needed good flights with maximum one stop. We finalized payment the beginning of September, well before the 60 day departure in November 27, 2022. We had asked for the flight information at this time to see if it was acceptable. However, this company is very hard to contact a person. Their phones hang up if you are not travelling in less than 30 days and they ask you to fill out a form online. Our flight concerns were not one of the topics but we filled out a form. 57 days before departure the information was sent. The return flight has 4 stops. *****-*******-********-********, now arriving past 11 pm and perhaps not at all if there is a snow storm. We will be stranded in the U.S. December 5th. We asked if we could cancel and rebook since we were told their policy was not to make any changes after the booking was done. To cancel, we would have to pay half the price of the trip ($800/person) plus an additonal $150/person. Then the trip is now $100 more per person. I think this is like a catch 22. They have been paid in full and 57 days before departure they refuse to change a flight when online there are many better options. We said we would pay whatever difference there would be and this "****" person said everyone is willing to pay more. It is a shame because we are both retired health care workers and have not been able to take a vacation in 3 years. I don't know if there is anything to be done. We had hoped to travel back through *****, ****** to ******** as that was the departure flight, and most acceptable. Thank you for your time.

  Customer Answer

  Date: 10/06/2022

  
  
  ?Hello,
  
  In May, my friend and I booked a tour to ****** with Exoticca. We are both retired seniors and when booking we requested decent flights to and from as my friend has limited mobility. We finalized payment two weeks before the 60 day period to pay in full for the trip.
  
  A week later I wrote on an online customer form that I wanted the flight details. 56 days before departure they sent the flight details. The departure flight is fine. One stop in ****** with 6.5 hours before the flight to *****. However the return flight has 4 stops. *****-*******-********-********.
  
  I tried to call the customer service number on their website. The number does not exist. When calling the booking number the voice message says if you are travelling in more than 30 days please use the online form. I had to say I was travelling in less than 30 days to speak with ****. No last name given. I said we would pay whatever extra it would cost to travel with 1 stop. She said it was policy that once flights were issued they could not be changed. She said we could have asked for a different flight before. But they only sent this information 57 days before departure and if we canceled and rebooked the penalty is half what we paid-$800/person plus $150/person and the new price is $100 more per person plus she could not guarantee a better flight.
  
  So you see the dilemma? Flight details are sent less than 60 days before but you must cancel more than 60 days prior if there is a problem.
  
  Returning in December from the U.S. no doubt will bring delays because of weather. 
  
  I have asked to be contacted to see if they can change it but I dont believe they care once they have been paid.
  
  It is sad because we are both retired from health care and have not had a vacation in 3 years.
  
  Is there anything that can be done in your side?
  
  Many thanks for your time,
  
  
  
  
  
  ***************************;
  
  ************

  Customer Answer

  Date: 10/07/2022

  Please add this flight information to my complaint to prove a decent return flight more preferable is still available.

  Customer Answer

  Date: 10/12/2022

  So I have attached proof of availability of preferred return flights as well as my email in August requesting the flight information.

  

  Business Response

  Date: 10/27/2022

  Hello *****, 
  
  I hope you are well & thank you for your review. 
  
  Exoticca has been in contact a few times in regard to your request for a flight change. 
  
  We regret to inform you that changes to the itinerary are not possible as the tickets are non-amendable and non-refundable.  
  
  At the time of booking, this was the best option available considering your tour and the package purchase with us. 
  
  If you would like additional assistance in the airport, this can be requested when checking in with the airline. 
  
  Thank you & take care, 
  Amy 
  
  Customer Care Specialist 
  ******************** Travel 

  Customer Answer

  Date: 10/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is what I expected it to be from this company. It is what it is. I have no option but to accept it. I thank you for your help.
  
  Sincerely,
  
  **********************