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2022-01-28
1/5
"Explore" you!
"1 star is toooo much!! Don’t trust your money with them! Buy directly from the AirCompany!
We are a family of four. I work in healthcare. Unfortunately, a week before the trip, I caught COVID. In the following days, my husband and the kids got infected too. So, travelling became impossible/illegal. We promptly let ExploreTrip know of our situation. Did the same with the AirCompany. The cie then changed the ticket to an “open ticket”, to avoid paying no-show fees. All seemed ok.
We then contacted the AirCompany to know how to proceed to re-book the ticket. After providing the proofs of the COVID tests, we were told that the ticket could be re-booked at no cost in our case. We didn’t need to pay for fare differences as well. We had this in writing from the AirCompany. We then contacted Exploretrip, because the ticket was issued by them. That’s when the nightmare started.
We called them on January 21st, and was told we would need to pay the difference. We had to argue with the agent, who even after seeing the e-mail by the AirCompany would provide all sorts of excuses. From “you should rebook with the AirCompany”, to you have to pay the price difference according to the “fare rules” (though again, this was not what the AirCompany said in writing to our personal e-mail). We spent a week calling ExploreTrip multiple times, and getting stalled. We have been told multiple times that supervisors or agents would call to solve the issue, but they haven’t so far. They should be paying us for hours of time spent over the phone with them! Such a big time consuming... stress piling up... We are already going to such difficult time and they are making everything worse!
Our trip is to Thailand. They have very strict COVID rules. It takes 7 days to get the documents ready to visit the country. But to get it done, we need plane tickets, and thus ExploreTrip “goodwill”. We are now risking getting our trip further ruined by ExploreTrip.
Bottom line: The AirCompany was very reasonable with us, but ExploreTrip is just thinking about making the extra cash out of people’s hardship.
Why buy a ticket from ExploreTrip if they use the opportunity to “explore” you when they can?"
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