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:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother became a member of a travel group with the name Branson Travel. They are operating as International Travel Solutions. My mother, my daughter and I booked a cruise through this company. In October we all received invoices indicated the amount due on April 17, 2025. They are now charging us more money than the invoice indicated. They are saying that wasn't the real amount due and are giving us all kinds of crazy reasons as to why they are charging more money. We can't cancel the cruise at this point because we will lose the deposits we have made. We are being strong armed into paying the difference. We need help resolving this issue as we have no choice but to pay the difference that they are charging. The following information below is just for my reservation. If I need my daughter and mother to file a separate complaint we can do that as well. They are saying the final payment is due April 17 and Royal Caribbean states we have until April 27, 2025. Time is of the essence in settling this dispute.

  Business Response

  Date: 04/16/2025

  Good day,

  This complaint is not factual. We have explained multiple times to these individuals that the cruise cost is the same since the booking was made in October, 2024. Furthermore, we have not only sent them a confirmation of payment showing what is owed, but we also completed a 3 way call with individuals, ourselves (the company), and a supervisor from the cruise line directly (***************) that states what amount is owed (and it's the same as the document I uploaded that is directly from the cruise line showing an amount owed of $1,956.80). Finally, the original expiration date of April 17th, 2025 was the date that this cruise was to be paid. However, we actually contacted *************** to grant a 10 day extension so that they have until April 27th, 2025 to handle this payment request. At this point, we have done everything that can be expected of us in regards to communication to the member, evidence submission in the form of confirmation documents and payment documents, and phone calls with the cruise line directly to back this information up.

  Customer Answer

  Date: 04/23/2025

  What they are saying is not factual. We have invoices and emails from the original person we booked with that indicated what was due and how much was due after each deposit made. They changed the amount when we went to pay the balance.  Here is an email from ****** that clearly indicates the amount due that is not what we were charged. You can see he states the amount due was $1,617.92. That is not the difference we were charged on final payment.  They can keep trying to explain all they want but they can't explain why ****** gave us one balance and they are telling us another. 

   

  From: ****** R <*********************************************************************************************************************>
  Sent: Thursday, November 7, 2024 1:40 PM
  To: ****** ***** <*******************************************>
  Subject: $1,000.00 Payment Applied - Royal Caribbean Cruise #*******
  
  Good afternoon,
  
  
  Your $1,000.00 payment has been successfully applied. You have now paid a total of $1,500.00 on your cruise and your remaining balance is $1,617.92. Please let me know if you have any questions. I hope you have a great day!
  
  
  Thanks,
  ******

  Customer Answer

  Date: 04/23/2025

  And in addition, they keep saying they extended the deposit due date which is not accurate.  The real due date was always April 27, 2025.  It is not uncommon for Travel Agencies to say an earlier due date to make sure everything is in place by the time the cruise ship has a deadline.  If this doesn't get resolved we will continue to pursue it by posting on all social media and if necessary going to small claims court.  We would appreciate any help the BBB can do in getting our refunds for the over payment amounts.  We sent you the initial invoice and you can clearly see there it shows the total price and their discount price. That is where the issue really is. They falsely told us what they were going to take off the cruise.  

   

  Thank you.

   

  ******

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23208305
  
  I am rejecting this response because:

  What they are saying is not factual. We have invoices and emails from the original person we booked with that indicated what was due and how much was due after each deposit made. They changed the amount when we went to pay the balance.  Here is an email from ****** that clearly indicates the amount due that is not what we were charged. You can see he states the amount due was $1,617.92. That is not the difference we were charged on final payment.  They can keep trying to explain all they want but they can't explain why ****** gave us one balance and they are telling us another. 
  
   
  
  From: ****** R <*********************************************************************************************************************>
  Sent: Thursday, November 7, 2024 1:40 PM
  To: ****** ***** <*******************************************>
  Subject: $1,000.00 Payment Applied - Royal Caribbean Cruise #*******
  
  Good afternoon,
  
  
  Your $1,000.00 payment has been successfully applied. You have now paid a total of $1,500.00 on your cruise and your remaining balance is $1,617.92. Please let me know if you have any questions. I hope you have a great day!
  
  
  Thanks,
  ******

  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/28/2023

  Type:Customer Service 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.

  I had purchased the membership for a big money upfront ($2500). I tried to cancel but was declined. I didn’t want to pay $69 quarterly fee because I haven’t been able to utilize my membership benefit.
  When I stopped paying that fee, my account was suspended and I’m not able to login to my account, nor am I able to access any member services. My simple question is why
  did I pay that big money for?
  Why do they have to bill me just for the access to my account? This is a scam and I’m furious. I want my money back or activate my account.

  Business Response

  Date: 04/06/2023

  April 5, 2023
  
  BBB of Central Florida
  1600 South Grant St.
  Longwood, FL 32750
  
  RE: Case # ********* ****** ****
  
  In regards to this complaint, ITS offers the following:
  
  International Travel Solutions is a licensed and bonded travel fulfillment company that has made a significant investment in technology to provide a platform that allows consumers the ease of use and creates a comparative pricing module which in turn enables consumers to make a fully informed decision on discounted travel accommodations. To ensure a satisfactory experience for all members, ITS not only provides a white glove service but also removes all commissions in order to offer accommodations at net rate.
  
  International Travel Solutions does not directly sell products and/or services to consumers. ITS works with different sales entities to market our platform and services. ITS does not receive any money paid to these entities. ITS receives a quarterly fee of $69.00 which is required in order to utilize/access any portion of the membership. This information can be found in several places throughout the membership agreement documents signed and acknowledged at the time of purchase.
  
  The document titled “International Travel Solutions Understanding & Acknowledgement” item 3 states, “My Quarterly Dues amount for International Travel Solutions currently is $69.00 every 3 months. I must pay this fee in order to utilize my membership.” Information regarding membership dues can also be found on the document titled, “Terms & Conditions of Travel Membership” item 4 which states, “Membership Dues. Members are required to pay membership dues on a quarterly basis to continue receiving membership benefits. Please refer to the membership application page for your quarterly dues amount.” Both documents were acknowledged with the initials and/or a signature of each member on the agreement at the time of purchase. We have placed a copy of these documents in the mail for Mrs. Wong’s review.
  
  In the event Mrs. **** would like to review these documents together or discuss reactivating her membership further, ITS Management would love an opportunity to speak with her. Mrs. **** may reach us Monday-Friday from 9 AM-6 PM EST at (888)-389-5085.
  
  Additionally, while we understand Mrs. **** has requested a refund of $2500.00, as previously mentioned ITS did not collect these funds thus we are unable to authorize and/or provide a refund.
  
  Sincerely,
  
  
  
  International Travel Solutions

  Business Response

  Date: 04/13/2023

  April 13, 2023

  BBB of Central Florida
  1600 South Grant St.
  Longwood, FL 32750

  RE: CASE # ********: ****** ****

  In regards to this complaint, ITS offers the following:

  On Tuesday April 11, 2023 International Travel Solutions Management spoke with Mrs. **** regarding her membership status. After a brief review of the membership benefits Mrs. **** informed ITS she would like to try and utilize the membership. She may utilize the services at her earliest convenience and has been provided with our direct contact information for future use.
  

  We look forward to planning her next family vacation.
  

  Sincerely,
  
  
  International Travel Solutions
  

  
  

  Customer Answer

  Date: 04/13/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****