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:17/01/2025

  Type:Service or Repair 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.

  Many problems with the trip. We found that this was not a tour with a leader. We were referred to a Peruvian travel agent. There were no others on our tour except one man who stayed in another hotel who was equally surprised. We were forced to use "whatsapp" to find out where to go and often without any guidance or language assistance. I had to rely on the kindness of other travel guides to get to where I was supposed to be going. They hooked up transportation but that was ***** guidance on how to get from busses to trains for example. We spoke no spanish. We were put on tours with spanish speaking tourists. The tours were in spanish with a word or two of English that did not do justice to what we were viewing or what we were promised.When we arrived we felt stranded in the airport in **** at midnight because the people to pick us up used the sign Vi Pac travel, not Indus. Again the kindness of other travel guides helped us find the way to our hotel.I and my friend were willing to live with this fraudulent situation because we wanted to make the best of it. However when they could not tell us how to get to our optional tour, nor take us there, and then did not refund the money for the tour, we decided to write to BBB. This idea that you are with a tour with a leader that ends up not being true also happened on my trip to ******** but again, I did not complain. I have been trying to work this out with Indus since our return in September but all I got was a discount on my next tour and of course I will never travel with them again.

  

  Business Response

  Date: 23/01/2025

  Thank you for providing us with an opportunity to respond to Ms. ****** complaints regarding the trip to **** she took with us last September.
  
  We were sorry to learn that there were many problems with the tour as Ms. ***** has only ever communicated with us about the missed ************ visit.  Had we been made aware of any of these other issues while they were travelling, we could have explained to her that this tour is considered a small group tour which means that there would only be a minimum of 2 guests to a maximum of 8 guests.  For this departure there were 3 guests travelling.The tour inclusions do indicate that there will be local guides during the tours however there is not one full time guide who escorts the participants throughout their journey in ****. We have found that local guides have far more valuable information to impart than one guide who lives in **** and only visits Cusco and Machu Picchu periodically.  We appreciate that this may not have been clear to Ms. ***** so our product team is looking at how they can better disseminate this information on our website.  The use of WhatsApp by the team in **** is done to make it easier for our guests to communicate outside of sightseeing days and after hours with the team quickly. 
  
  We agree that there was some miscommunication regarding the ************ tour, and we made every attempt to procure a refund from the museum however they were resistant to this. In light of that we provided Ms. ***** with a credit of the cost of the optional tour (30 USD) to be used towards any future services with Indus Travels .  This was done back in late November 2024.  Earlier this month we received another communique from Ms. ***** again bringing up her concerns about the missed optional tour in **** and how she didnt want a credit but a refund.  We made the decision to provide her and her travelling companion with a refund of 30 USD each.  This was actioned immediately and communicated to Ms. ***** by email later the same day (January 15, 2025).   Suddenly we receive a complaint through this medium and she is now disputing the amount of 2500 USD however the cost of the tour to Peru didnt even cost that much. We refunded her the cost (30 USD back to her credit card) and we consider the matter closed. 

• Initial Complaint

  Date:09/09/2024

  Type:Billing 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.

  Indus Travels did not provide what I purchased. I used a voucher credit from a travel that I was not able to do during the pandemic in addition to paying them an additional $396 for all inclusive option. I am a pretty savvy traveler and do extensive research prior to booking, not to mention I worked in the airline industry. I can navigate through various travel websites and know much of the jargon and pride myself on decent budget travel. I paid Indus an additional $396 for all inclusive option on their website. however they said that was not the case. They said that the $396 extra I paid was for a Jr ****** Upon checking in I was told by the hotel I did not have the all inclusive option and had only reserved a room. I immediately called Indus and they connected me with ******** Lacre, who was the agent at Indus that coordinated my travel. She mentioned that I did not select the all inclusive option, but rather I chose the option with a Jr. ****** The ****** ***** in **** at a minimum provides a Jr ***** to all their guests, this was confirmed by their website and Front Desk Reception (*****************************************). I felt robbed by Indus! One, because there is limited detailed in my reservation of what I originally booked (all inclusive). Second, because I had to pay Marina ****** $700+ at the hotel for my partner and I to get the all inclusive option during our stay. There were a couple of emails going back and forth with ********. She mentioned she escalated to her manager to track my purchase history and there was no history of my all inclusive selection. Later it sounded like IT was reached out to and not to the manager. It seems that there is no transparency NOR is there any acknowledgement of ******************** expenses for Hotel and airfare with Indus for this trip: $2490 Original Voucher: $1428 additional charge for all inclusive: 362 (additional) all inclusive charge at hotel: $700+

  

  Business Response

  Date: 19/09/2024

  Thank you for providing us with an opportunity to respond to Mr. ***** concerns regarding his recent booking with us for Cabo San ******  While in **** we received notification from Mr. **** that he had booked the hotel package including the all-inclusive option with airfare from ************ ******** immediately brought the issue to managements attention. We reviewed all the documentation we have, which indicated that Mr. **** booked the hotel room only.  ********* only packages are booked directly through our hotel booking engine and we do not have to make any manual reservations.  But as Mr. **** was sure that he had booked it with the all-inclusive option we asked our tech team to review the back end to see if they could review what package had been booked by Mr. ***** The tech team confirmed that what was booked with our hotel search engine was the room only option. 
  
  If you review our web page for this particular property, we make no mention of meals being included in the base package:
  *****************************************************************************************
  
  The main package is a Junior Suite but very clearly indicates the Board type is room only.  If one scrolls down the page there are different room categories available as well as options that are room only or all inclusive.  Mr. **** may have meant to click on the option that was all inclusive however what he booked and confirmed was a room only option.
  
  We understand that Mr. **** was disappointed to learn on arrival at the hotel that the all inclusive package was not included; his final documents very clearly indicated that he had booked a room only option.  While we appreciate that Mr. **** would like a refund of 2490 USD which is more than what he actually paid to us (895 USD per person x 2 = 1790 USD) that is simply not possible.   Mr. **** used the hotel services he booked as well as the return airfare from *********** to ******************** 

  Customer Answer

  Date: 19/09/2024

   
  Complaint: 22257911
  
  I am rejecting this response because: I am not expecting a full refund. I want a refund for the difference that was paid outside of the credit I already had with Indus. I understand if I made a mistake of booking room only, however all rooms are ** ****** at a minimum. What did the additional money I paid go towards if I would have received a ** suite regardless of what I selected. I provided ample documentation that shows that hotels does not have just rooms but rather they have ** ****** at minimum.

  
  Id also like them to remove the option from their website to upgrade to Jr ******, there is no need to pay a difference as all the rooms are Jr ******. This is unnecessary money that people need to pay and is misleading to consumer. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 20/09/2024

  Yes, Junior Suites are the base category, but each date has a different rate based on the hotel's availability so if there is a cost difference for the date the clients picked then they would need to pay that difference to make the booking.  Our system is set up with a base rate and any date that is more will add on a cost difference. 
  

  Perhaps we misunderstood the refund request, but the BBB dashboard we see indicated the objective was the following: Disputed Amount: $2490.00

• Initial Complaint

  Date:08/08/2024

  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.

  Indus overcharged me $85.00 for a trip to ***** I took in May of this year. They wont refund me the $85 unless I pay a merchant fee of $50. This is from ***********************: Hi *****, I hope you are well. I checked and the only way we can send the cheque refund is if the merchant fee is paid. Let me know if you still want to do this. The refund will be $35 (85 less the merchant fee 50). Thanks, Schedule a call with me image001.jpg *********************** ******************************** Phone:********************** Email: **************************************** ********************************************************************************************************* www.indus.travel www.acqua.travel

  

  Business Response

  Date: 08/08/2024

  Thank you for giving us an opportunity to review this ************* file.  When ************* booked she added a transfer which included a single upgrade rather although she was travelling with another guest booking separately. We removed this once it was noticed and provided ************** with a credit with no expiry date. This was refunded as a credit because ************** made payment by bank transfer through a third-party service we offer. ************** added additional services so this credit could have been used towards that payment but was ultimately paid for via credit card which still left a credit on her file.  We were not able to refund the $85 to her credit card as the credit was processed before the credit card payment. Subsequently there was a missed transfer so a refund for that was processed against the small credit card payment thus not leaving enough ($70) to provide the $85 as a credit card refund as well. We can process a refund back to the credit card, but it could only be in the amount of $70 since that is the only amount the payment processing system will allow us to refund to her credit card.  Alternatively, we can provided a refund cheque but this can take approximately 1 month or more to process and be received by the client.  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22112916
  
  I am rejecting this response because: I was not given the opportunity to receive a check for the $85.00 without paying a $50.00 merchant fee.  If they are willing to send me a check for the full amount ($85.00), I will accept that resolution.
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 08/08/2024

  Im not sure why ************** would reject our response because we mentioned we would provide a refund cheque?? My response asked which option she preferred.  Its duly noted she would like a cheque.  

  Customer Answer

  Date: 09/08/2024

   
  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,
  
  ****************************************

• Initial Complaint

  Date:25/03/2024

  Type:Service or Repair 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.

  #1 We booked a 14 night Long Stay through Indus travel. The pkg. included flights. After we booked we received our flight itinerary and saw that the flights landed in a different city (****) 88 km. away from ***** where the hotel was situated. We saw our return flight home left ************************** at 6:00 am. and quickly realized that we would need to book a hotel near the airport and give up the last night of our stay. We asked to be reimbursed for the last night of our stay we had to give up to catch our flight home. Indus has repeated has refused to reimburse us for the 14th night of our stay that we couldn't use due to the flight scheduled in the packaged deal.#2 The Indus travel pkg. provided a room upgrade option. We choose this and it cost us an extra $480. When we arrived we inquired about the difference in room that the upgrade provided. We were told by the hotel that there is NO UPGRADE OPTION for the Long Stay bookings. All Long Stays are booked into a 1 bd apt. with either a pool view or land view. We had paid an extra $480 for nothing. We wrote a joint email to Indus and the Hotel Manager asking for clarification ********* Manager informed Indus that we shouldn't have been charged extra and demanded Indus reimburse us or the Hotel would charge Indus $480. #3 Prior to leaving we received a Trip Overview that stated the amenities included with our hotel booking. The document indicated an outdoor pool and and outdoor jacuzzi were included. When we arrived the pool was under repair and NO outdoor jacuzzi existed. ********* Management they said that they had informed Indus travel about the pool closure and they provided us copies of two emails they sent to Indus informing them of the pool closure. Despite this the Trip Overview brochure was never changed. We wouldn't have booked the trip if we knew there wasn't an outdoor pool and outdoor jacuzzi.

  

  Business Response

  Date: 25/03/2024

  Thank you for providing us with an opportunity to respond to our clients complaint regarding their recent long stay in the *******. 
  
  We agree that there was confusion surrounding the room category for the client on their arrival at the hotel.  On our website we do not always use the same room category terms as a hotel does when we are offering the option to upgrade from the base category.  We understand this presented a problem for the client and due to this, the hotel asked us to match the wording they use on their website. We made this change and agreed to provide a refund to the client for the room category upgrade that we initially charged them (240 CAD per person).  Thus, the clients paid for a One Bedroom Suite South/Land View whilst receiving what we call in our system an upgrade to a One Bedroom ****** or Swimming Pool View at no additional cost.
  
  While we understand that there was an inconvenience in that the pool was closed during their stay, we cannot provide a full refund for the tour since they did stay at the hotel (they booked a 14 night stay) and they used their international flight tickets (travel originated from *********). We provided a refund of 50 CAD for the inconvenience of the pool closure. 
  
  In total we have already provided a refund of 530 CAD and feel that this is fair compensation for the inconveniences.
  

  Customer Answer

  Date: 25/03/2024

   
  Complaint: 21480110
  
  I am rejecting this response because:

  1. Indus booked both the flight and hotel as a pkg.  We were never informed that the hotel was 88 km away from the airport and in a different town.  We initialled booked a March 5th return date and an Indus rep emailed us to ask if we wanted to change this as the last night of the Long Stay would be March 3rd and we would then fly home on the 4th.  We called and talked to a rep ****** about this recommended change and repeated asked if we would still get the full 14 nights if we changed the return date to March 4th.  The rep ****** twice answered yes we would. This turned out to be impossible as we would have had to leave the hotel at 2:30 am by taxi to get the airport in time for our 6:00 am flight or 1:30 am if we took the trainif the train even went at that time!

  The only reason we got our money back for the non-existent upgrade was that we exposed this to the hotel.  They were pretty upset about as they said they had been clear to Indus that they only booked the Long Stay in one bd apts. It felt like a scam by Indus to get more money from customers for something that didnt exist.

  Indus was twice informed by the hotel that the pool was under repair (we have email evidence of this). Indus never informed us about this and instead sent us a Trip Overview brochure indicating the pool was available. The Trip Overview document also stated that an outdoor jacuzzi was available. A outdoor jacuzzi would have been nice to have since the pool wasnt available, but this was a total lie as the hotel doesnt have, and never has had, an outdoor jacuzzi! After much complaining Indus gave us a $50 credit for this.  This is a totally unreasonable amount for falsely advertising two key amenities were available when one was under repair and the other never existed. 

  We ar asking for a $100 refund for the 14th night of our stay that we had to give up (this is what we had to pay for a hotel at the airport) and at least $250 for falsely advertising the availability of two amenities that were key to the enjoyment of our trip.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 26/03/2024

  We appreciate that the client is not happy with our response as this is the reason that they have "escalated" their complaint to the BBB after we advised them directly that we are not able to provide any additional refund.  As advised to the client directly, there is no additional refund to be provided. 

  Customer Answer

  Date: 26/03/2024

   
  Complaint: 21480110
  
  I am rejecting this response because:

  Indus Travel to date has only provided $50.00 in compensation.  As we have explained we had to give up one night of our ***************************************************** order to be able to make the 6:00 am flight, booked for us by Indus in the Indus pkg. deal.  Indus staff never informed us when booking that the hotel was located in a different town 88 km. away form the airport.  We had to be at the airport a minimum of 2 hrs. before our 6:00 am flight and it would take about 1 1/2 by taxi or 2 hours by train to get to where the airport was located in the ************.  Indus staff seemed to have incomplete knowledge of the product they were selling and are now trying to blame the customer for the error caused by their lack of knowledge. To date have refused to refund us for 14th night of the trip we paid for but couldn't use.  We had to give up this night of our holiday and pay an extra $100 for a hotel at the airport so it was a double financial hit. 

  Indus travel to date has only provided us $50 as compensation for advertising that there was a pool we could use when in fact they were aware (hotel sent 2 emails) that the pool was closed for repair.  In addition they advertised that we would be able to use an outdoor jacuzzi and no such facility exists at the hotel!  The Trip Overview brochure included TWO FALSE ADVERTIZING statements which greatly reduced the value of the holiday we booked. False advertising is illegal and we feel we deserve suitable compensation. 

  The $480 we finally got back from Indus IS NOT compensation of any kind.  It is money that was wrongly taken from us (this had been confirmed by the hotel and we have email evidence) for a Deluxe Upgrade that never existed.  ********* was very upset about this as they quickly realized that Indus Travel was charging for an upgrade that didn't exist and then pocketing the money. 

  We are seeking $100 compensation for the night at the hotel we had to give up and the hotel we instead had to book and pay for near the airport.  We are also seeking a minimum of $250 compensation for the false advertising of an outdoor pool and an outdoor jacuzzi.  I believe our request for compensation is very reasonable given we were victims of false advertising which falsely inflated the value of the trip we had paid for.

  We appreciate the assistance of the BBB to expose and obtain suitable compensation for, providing incomplete information about the airport location relative to the hotel, making a false charge for a room upgrade that was non-existent and falsely advertising of the availability of facilities that were either closed for maintenance or didn't exist. 

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

  

  Business Response

  Date: 27/03/2024

  We appreciate that the client is not happy with our response as this is the reason that they have "escalated" their complaint to the BBB after we advised them directly that we are not able to provide any additional refund.  As advised to the client directly, there is no additional refund to be provided.  The guests received a total refund of 540 CAD. 

  Customer Answer

  Date: 27/03/2024

   
  Complaint: 21480110
  
  I am rejecting this response because:

  The information provided by Indus travel is wrong. The ONLY compensation we have received for all the false advertising, Incomplete information and false charge (i.e., false upgrade) is $50.00.  The $480 we received was our OWN MONEY. We received this after we exposed the fact that we had been charged $480 for an upgrade that didn't exist. It felt like a total scam as Indus Travel would have pocketed the $480 if we hadn't asked the hotel about the upgrade that had we paid for. The hotel was very concerned about this and told Indus Travel they would have to pay us back or the hotel would charge Indus Travel the money they had taken from us.  We are not seeking compensation for this as we did get OUR MONEY back, given the pressure put on Indus by the hotel. However, we would appreciate a letter of apology from Indus for falsely charging us for something that didn't exist.

  We have provided clear information about Indus travel not providing accurate information about the location of the hotel relative to the airport, i.e., ************************************************************************************ order to be there 2 hrs. in advance of the 6:00 am flight that Indus booked us on as part of the pkg. deal.  Due to the lack of information and lack of clarity of information we had to forego one night of our stay that we had already paid for and pay and additional $100 to book a hotel at the airport.  We would like to be compensated for the $100 dollars extra we had to pay.

  We have provided information about Indus Travel false advertising and selling us a vacation that included a 14th night stay at a hotel with an outdoor pool and an outdoor jacuzzi (advertised both on their website and in the Trip Overview they sent to us). This was false advertising as the pool was closed throughout our stay (Indus had been informed about this but never told us, or changed their advertising) and there was no outdoor jacuzzi.  We would have never purchased this trip if we knew we would be at a hotel that didn't have an outdoor pool or jacuzzi.  It would have been much cheaper to stay at a hotel that didn't provide these amenities.  We expect reasonable compensation for being charged the cost of staying at a hotel with an outdoor pool and outdoor jacuzzi and then not getting what we had paid for. 

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

• Initial Complaint

  Date:05/02/2024

  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.

  I purchased a trip through Indus and they would not refund any money or assist when I wrote the other companies involved. The other company ********* needed to hear from indus and indus would not respond. I did request help my senator regarding ********** refund and ********** refunded Indus $ 1850 since indus paid **********. Indus will not credit me the money. They received the refund 12 27 2023. It has been 5 weeks. This is unacceptable. I want a check for $1850 sent to me at the address on file please asap.

  

  Business Response

  Date: 05/02/2024

  Thank you for providing us with an opportunity to respond. Please note that we have triple checked with the airline but as per the communique from ********** the tickets were non refundable due to no show and the tickets were suspended by the airline.  Indus Travels has received no refund.  We understand that there was a flight cancellation/deviation and ********** provided an alternate flight schedule which the clients opted not to take.  We provided the client with alternate flight options but they would have cost an additional fee that would not be born by the airline so the clients chose not to travel thus forfeiting not only the air cost but the land cost as well. 

  Customer Answer

  Date: 05/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  .
  ***** ***    ********** emailed me proof they sent a refund on 12 27 2023 .  It went to indus BECAUSE THEY paid ********** .  Please ask Indus how they paid **********. Did they have an ******** ******* account?   In their terms and conditions, please refer to the statement that ********** and ********* were independent company/ contractors. So I reached out to them thus refund  was sent wrongly. Indus has never wavered they are not responsible.  They have received $1850 on or around the end of December .Please ask accounting to look for the refund. 

  

  Business Response

  Date: 09/02/2024

  We appreciate that Ms. *** may reject our responses however the reality is that ********** provided the clients with an alternate flight schedule which they chose not to take. This lead to the airline considering them a no show and automatically cancelled their return flight.  We offered Ms. *** alternate flight schedules, advising that they would be at an additional cost or they could take the ********** option and arrive late for the tour.  There would be a fee to join up with the tour but that if travel insurance had been purchased they could open a claim for reimbursement.  In the end they opted not to travel.  Our terms and conditions are clear that once full payment has been made the cost of the tour is non refundable/ non transferrable. We understand this is will not be the outcome that Ms. *** is seeking. 

  Customer Answer

  Date: 14/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: see attachment 
  
  Sincerely,
  
  ***** ***

  Customer Answer

  Date: 14/02/2024

  I have attempted to show you proof **********  refunded the money to Indus several times . Your system does not appear to accept the form .  Indus needs to tell ********** to refund me directly and Indus is impeding the entire transaction. This is not Indus's money . It is my money paid to Indus that was refunded to Indus for me.  Send me a personal email and I can show you the transaction via email ******************

  

  Business Response

  Date: 14/02/2024

  While we appreciate that Ms. *** is rejecting our response.  We have advised that as per our terms & conditions all funds are non refundable. 

  Customer Answer

  Date: 14/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I do not understand Indus 's response. They ARE NOT refunding any money. Under their terms and conditions THEY STATE ********** and ********* are independent contractors  ********** made the decision it was in their best interest to refund the money  which they did to Indus. IT IS NOT INDUS REFUNDING THE MONEY   It is my money paid to them which they transferred to **********.   It is not their money.. I am also communicating with the consumer protection agency of British Columbia.   Indus is not saying anything new, just repeats the same line.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:13/12/2023

  Type:Service or Repair 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.

  On 6/18/20, I booked a tour to Egypt. Due to Covid, the trip was cancelled by Indus in 2020 and according to the T&C, I would get a credit. I accepted credit ($1,159) since I thought I would be able to use it. On 6/14/21, I booked another tour and it was cancelled once again citing the local company was no longer in business. And again I had to accept credit. On 8/22/23, I paid extra $40 and applied the $1,159 credit to book the land portion Portugal tour (Booking *****) for a 2/7/24 departure date. The trip on the invoice states GUARANTEED DEPARTURE. Because of this, I bought a non-refundable round-trip flight to Portugal. I saw that my trip was SOLD OUT on their site. Yet on 11/27/23, I received an e-mail from Indus (Mariel *****) of the cancellation citing that it was due to customers' cancellations, but I can wait to see if maybe more bookings would come in. But how can anyone book if it is listed as SOLD OUT? If it is SOLD OUT, how can the trip be CANCELLED due to customers’ cancellations? Now I have a flight but no tour. Over the next days, I chatted with Kedale **** with my concerns. Mariel and Kedale offered me options which would cost me more money which I declined. Kedale also offered me this option, "We can issue a refund as per original payment method." When I asked if it would be $1,199, she wrote back, that it would be credit for $1,159 and only $40 would be refunded. My original payment was $1,159 in cash (back in 2020 when INDUS cancelled) and since the company is choosing to cancel again and again, I should be refunded the total amount. What does GUARANTEED DEPARTURE means? I got no response from Kedale. I also asked Rachel the supervisor, and no response. According to T&C, they could just keep the entire amount of $1,199 as a credit but chose to refund $40. The concern is I reserve a tour, pay more money, Indus cancels, gets a credit. This can go on forever. Because of its business practice, how can I be assured that I can take a trip?
  

  

  Business Response

  Date: 15/12/2023

  Thank you for giving us an opportunity to respond to our client’s concerns.  Yes, during Covid we provided all our clients with a credit to be used towards future travel once the world reopened.  Many of our clients have already been able to take advantage of travelling again and using those credits.  We absolutely appreciate Ms. ** patiently waiting to travel and finally being able to choose another trip, one to Portugal.  We were dismayed when we had to let her know that the date, she picked was no longer available due to insufficient numbers.  We appreciate her letting us know that its showing as sold out as it should be removed from our website instead.  This was a clerical error by our product team, and I have asked them to have that updated. It should be rectified shortly. We apologies for the inconvenience, as Kedale explained previously most of our trips are based on small group sizes and we do require a minimum number of travellers to operate each.  We understand Ms. **’s frustration. With regards to a refund our system is set up to only allow us to refund the $40 to her credit card and the rest (the credit that she used to make payment for this tour) issued once again as a credit to her Indus account. The refund can only be processed this way because they were the two(2) original payment methods.  When Ms. ** is ready to book her next trip she can communicate with her Customer Care specialist who can keep her in the loop as to when a tour is considered a go.  Many of our tours can be confirmed operational right away while others do require a minimum number of participants.  
  

  Customer Answer

  Date: 18/12/2023

  
  Complaint: ********
  
  I am rejecting this response because I want to know why my tour is shown as a "Guaranteed Departure" on the invoice if Indus can cancel at will?  Also, I have just now looked on the website, and my tour is still shown as SOLD OUT on the Departure Dates & Prices page.  Why is that?
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 18/12/2023

  Our apologies, the product team remove one of the tours but mistakenly left the Picturesque Portugal tour online.  Its being updated and will be removed from our website shortly.  Thank you for bringing this to our attention. 
  

  Customer Answer

  Date: 19/12/2023

  
  Complaint: ********
  
  I am rejecting this response because Indus has not answered my question about Guaranteed Departure.

  On my invoice, it says my tour type is Guaranteed Departure.  How does Indus define "Guaranteed Departure"?
  
  Why wont Indus answer the question?  Kedale********* ***************** *******************************************************,************************) would not answer.  Rachel the supervisor (toll free ************************) dodged the question by not taking my calls nor returning my calls.

  Sincerely,
  

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

  

  Business Response

  Date: 20/12/2023

  As per our Terms & Conditions which Ms. ** agreed to at the time of booking:

  Cancellation By Us
  Indus Travels reserve the right to cancel the tour and/or to make changes to the travel arrangements. Such cancellations and/or changes are sometimes necessary due to circumstances beyond our control. If your tour is canceled or changed or alternate departure date is offered, we will notify you in writing at the earliest possible date and will offer you a credit for the amounts you have paid to us to be used for an alternate date or changed tour. OUR LIABILITY IN SUCH A CASE IS LIMITED TO A CREDIT TO YOU OF ANY AMOUNTS YOU HAVE PAID US TO BE USED ON A LATER DATE.

  We understand how frustrating it is, to have a tour you think will operate have to be cancelled but this does happen from time to time. 

   

  Customer Answer

  Date: 22/12/2023

  
  Complaint: ********
  
  I am rejecting this response because Indus Travels did not answer my question on what do they mean by Guaranteed Departure.

  The Terms and Conditions does not address what it means by Guaranteed Departure.  The words Guaranteed Departure is not even mentioned.  Guaranteed Departure, however, is mentioned throughout your website and on my invoice which serves as my contract.

  I have tried to book tours three times, and all three times,the tours have been cancelled.  So this is not something that happens from time to time.

  From what I can gather from your last response, are you saying that Guaranteed Departure means that the tour can be cancelled at any time upon Induss discretion?

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

  

  Business Response

  Date: 03/01/2024

  We consider a guaranteed tour one of our own wholly hosted tours; meaning that we operate this tour solely with our clients which is why it requires a minimum number of participants to operate. 

  Customer Answer

  Date: 04/01/2024

  
  Complaint: ********

  I am rejecting this response because Indus definition of Guaranteed Departure is obscure and runs contrary to the travel industrys definition. The company has also shown that they can and will void their own policy to provide a refund if the tour is cancelled by their company. I received a refund for the additional money I paid towards the Portugal trip but have and continue to request my credit on file be refunded also.
  

  I no longer wish to work with this company. A Guaranteed Departure specific to the travel industry on a tour means it is 100% confirm to depart and will not be cancelled due to lack of participation.  My Portugal trip had a Guaranteed Departure, yet Indus cancelled for that reason, low participation. They are also showing me that they do not wish to follow the travel industrys meaning of a Guaranteed Departure which means that they can cancel again.  Nor do I want to give them more money towards another tour that they can just keep if they cancel again. They have shown they can in fact provide refunds even though their policy states that I can only get a credit.So I am again requesting to have my credit of $1,159 refunded to me on the same credit card they just refunded my Portugal trip on.

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

• Initial Complaint

  Date:25/10/2023

  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.

  I purchased a trip to Egypt thru Indus Travel, leaving October 29 thru November 12. The cost of the trip thru Indus Travel is $3538, pls see receipt image below. I purchased the flights independently for this trip. With the ******/***** turmoil, I do not feel safe traveling to the area, and want to postpone or cancel my current trip. I have reached out to the organizer, Aditya J****, supervisor operations, multiple times, and he says that the company can't postpone the trip, or refund me the $3538, and either I go or not go they keep the money, and no credit for future trip is possible. When I asked if they can guarantee my safety and protect me, he said that they can't do that, but that Egypt is safe to travel to. Early October there was * ********* ****** ** *********** ***** **** *** ******** ***** *** ******* The trip tour starts in Cairo, but then Edfu, Aswan, and Alexandria at the end for 3 days. In view of the current situation in such close proximity to the itinerary of this trip, I do NOT feel safe to travel, and leave the United States, and put myself in dangerous situations. I am at a lost, how else to reach out to this company and be heard about the situation, and get either a full refund or a credit for a future trip. Thank you so very much for your help. *******
  

  

  Business Response

  Date: 30/10/2023

  We understand Ms. *******’s desire not to travel at this time to Egypt but as has been explained, the tour is operational, and the remaining travellers are scheduled to depart on this tour.  We have had many travellers visit Egypt this month and many scheduled to travel next month.  All services are scheduled to operate. We understand that Ms. ******* would like to cancel her tour and may go ahead and do so however because the tour is operational her cancellation will follow the terms & conditions, we have in place which is that the tour is 100% nonrefundable, non transferrable.   I noted that Ms. ******* did not purchase travel insurance through Indus but if it has been purchased elsewhere we would recommend that she contact her travel insurance provider to see if she has an insurable reason for cancelling and may be able to make a claim.  

• Initial Complaint

  Date:05/09/2023

  Type:Billing 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.

  Indus Travel claims to be a BBB A+ rated company in CA. I booked travel and air with Indus in April 2023. The website advertises in flight meals and services. They booked us on the lowest fare without any amenities including no checked bag knowing we were going on a week long international tour. I would like Indus to change the fare service level to include bags and meals with seat selection as they are well aware I am travelling with my son. This is not an issue I have not tried to solve with them before filing this complaint. I also seek the tour company assignment number to correspond with the tour company directly. Indus has been paid so I see no reason they would withhold this information. Can you please help me ,as I travel in Oct. booking # ***** Highlights of *********** through *********** tour entitled Greater ***********.. 10 17 23 to 10 26 23 with ********** Thank you, *****

  

  Business Response

  Date: 06/09/2023

  Thank you for providing us with an opportunity to respond.  Yes, its correct that we quote basic economy fares with our packages however clients are always welcome to add checked luggage etc to their booking prior to purchasing the package with us.  On our booking engine it clearly indicates the following: Price for Land & Air inclusive tours include airline taxes, fees and security fees, but do not include checked baggage or advance seat reservations.  We do offer the option prior to confirming a chosen flight schedule to include checked luggage before committing to one's booking.  We also send clients an email post booking with the option to add checked luggage at that time just prior to issuing their tickets or they can purchase that at check in 24 hours prior to travel.  Ms. *** was offered this option on April 25 but chose to forgo this option.  A small note in that same email indicated the following: *Note seating fees are payable to the airline directly.  We understand that many clients travel light and prefer not to pay for checked luggage and use a piece of carry on luggage instead which is why we offer the basic economy fares as part of the package price and give those that wish to travel with a bit more luggage the option to add that on at the time of booking or ticketing or much later at the time of check in. We believe this gives our clients the option to choose what they wish to pay for.  Seats can be purchase via the airline's website or through Indus - depending on the seat location it ranges from approx 20 USD depending on the flight segment.   Normally our policy is to send out final documents approximately 31 weeks prior to travel but in Ms. ***'s case the Final Document email was sent yesterday.  Should she wish any assistance with booking seats we are happy to help and can provide her with the exact costs or as mentioned she can do this directly with the airline.

  Customer Answer

  Date: 07/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I would like to see  proof they book economy light fare BEFORE choosing to book air with Indus air.  Please check their website and see in you see the details. Yes , it does give you flight choices and airport to choose from. I missed the part where the fare level was an option.  Please see if you can see it before having Indus book. Thank you.*****
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/09/2023

  I think you will find if you look at the attached document I created with screen shots from our booking page, that its quite clear that we indicate that no checked luggage or seat assignments are included.  We understand that some clients may not see this prior to booking which is why post booking we provide our clients with the option to add checked luggage prior to having the flight tickets issued.  ********** advised us (via email) that she did not want to include the luggage in advance.

   

   

  Customer Answer

  Date: 07/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have sent an email of the screenshot from the Indus website detailing day 1   " enjoy in flight meal and services "  This is the response I would like to deal with now.  I will pay for the luggage .  Indus should pay for the meals on the four segments of the trip.  If it is easier for them a refund check of $192 will be accepted.Thank you
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/09/2023

  Each airline provides independently, of Indus or any other tour supplier, services on each flight segment.  We appreciate that the client would like us to pay for meals but this is not possible. Some airlines include meals and others no longer include meals.  This is a generic sentence to cover the vast majority of airlines.  We are sorry to learn that the flight option chosen by ********** does not include meals during flights. 

• Initial Complaint

  Date:24/08/2023

  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.

  Indus Travels has acted in *** ***** by not following their Terms and Conditions (T&C) agreement. They have ************** the T&C and have become unresponsive. Early July 2023 we placed a down payment on a trip. July 20, 2023 we were informed the fare was no longer available. July 22, 2023 it was confirmed that there was a price change and “air add on is 170 USD pp” July 27, 2023 we requested cancellation and a refund request, A response from Indus Travels was “The tours are non-refundable and non-transferrable as per the terms and conditions” with no specific reference to the T&C. August 11, 2023 a phone call was placed to the Indus Travels representative and a voicemail was left. August 14, 2023 a follow up email was sent requesting the refund. Indus Travels has been unresponsive to date. The T&C are as follows: “Prices All prices are based on either CAD or US dollars. Once your booking is accepted by us, we will not make any changes to your price after you have paid the final balance. Prior to the time you pay the final balance, we may revise the tour solely due to increased transportation costs, including costs of fuel, tax and any currency fluctuation. No such revisions shall amount to more than 15% of the tour price. If you do not wish to accept the changes, you'll be entitled to cancel the tour with a full refund of all amounts you have paid us. OUR LIABILITY IN SUCH A CASE IS LIMITED TO A RETURN TO YOU OF ANY AMOUNTS YOU HAVE PAID TO US.” As outlined above, this is an exact instance where a booking was accepted, they made a change to the price, and we did not wish to accept the changes. Therefore we are “entitled to cancel the tour with a full refund of all amounts you have paid us”. Indus Travels is acting in *** ***** by not ******** the stipulations of the T&C. Further, they have ************** the Terms and Conditions by claiming “tours are non-refundable”. A full refund of the $1,500 USD amount paid to Indus Travels is due as per the T&C.

  

  Business Response

  Date: 24/08/2023

  We appreciate that the clients would like a refund but we sent them an email with a number of flight options and advised that there was no additional cost required.  

  On Thu, Jul 27, 2023, 2:40 PM

  *****************>wrote:
  Hello *******, 
  
  The tours are non-refundable and non-transferrable as per the terms and conditions, ************************************************************
  
  My supervisor has advised that we are able to offer below flight options with no additional fee. Please let me know which option you prefer. 
  
  Option 1 **** *********** **** ** *** * ****** ******** **** *** *** ********** **************** ************* ** **** ** * ********* ***************************************************** ****************** ** ***** ** 
  
  **** ** *** * ****** ******** **** *** *** ********** *********************************************************************** ** **** ** * ********* **************** ******** ***** ** ***** **
  
  Option 2 **** ********* **** ** *** * **** *** *** * ** *** ********** ****************** ******** ***** ** **** ** * ********* **************** *********** ******* ***** ** **** ** *** * **** *** *** * ** *** ********** **************** *********** ***** ** **** ** * ********* ***************************************************** ******************** **** ** **** ** *** * **** *** *** * ** *** ********** *********************************************************************** ** **** ** * ********* **************** *********** ******* ***** ** **** ** *** * **** *** *** * ** *** ********** **************** *********** ***** ** **** ** * ********* ************** ***** ** **** ** **** ** *** * **** *** **** * ** ** ********** ************** ***** ** **** ** * ********* ****************** ******** ***** ** **** ** 
  
  There was no price increase that would warrant a refund as per the section of our terms & conditions to which they refer. 

  Prices
  All prices are based on either CAD or US dollars. Once your booking is accepted by us, we will not make any changes to your price after you have paid the final balance. Prior to the time you pay the final balance, we may revise the tour solely due to increased transportation costs, including costs of fuel, tax and any currency fluctuation. No such revisions shall amount to more than 15% of the tour price. If you do not wish to accept the changes, you'll be entitled to cancel the tour with a full refund of all amounts you have paid us. OUR LIABILITY IN SUCH A CASE IS LIMITED TO A RETURN TO YOU OF ANY AMOUNTS YOU HAVE PAID TO US.

  We indicated this in a further email exchange with the travellers. Plus its important to note that the clients have not made their final payment yet so the above clause would not be in effect regardless. Although again please note we have not increased the tour cost. 

  Should they wish to continue with the cancellation then our terms & conditions would apply.  

  Cancellation By You
  You may cancel your booking at any time prior to the commencement of the tour by notifying us in writing, which must be signed by the person that signed the Reservation Form. Depending on the type/style of tour you have booked the cancellation charges will be as follows. In light of this we offer travel insurance to protect your travel investment (************************):

  Land & Air Inclusive Tours: Amount of Cancellation Charges: 100% non-refundable/Non Transferrable
  Cruise & Air Inclusive Tours: Amount of Cancellation Charges: 100% non-refundable/Non Transferrable
  Cruise Only Tours: Amount of Cancellation Charges: 100% non-refundable/Non Transferrable
  Land Only Tours: Amount of Cancellation Charges: 75 Days or more before the first day of the tour your deposit is non- refundable/non transferrable. Less than 75 Days before arrival 100% non-refundable/Non Transferrable

  The client has also contacted us directly so we will reach out to them as well. 

   

  Customer Answer

  Date: 24/08/2023

  
  Complaint: ********
  
  I am rejecting this response because it does not satisfy the Terms of Conditions.

  On July 20, 2023 we were informed the fare was no longer available. On July 22, 2023 this was confirmed that there was a price change and air add on is 170 USD pp" via emails. 

  This engages the Terms and Conditions clause of:

  "Prices
  All prices are based on either CAD or US dollars. Once your booking is accepted by us, we will not make any changes to your price after you have paid the final balance. Prior to the time you pay the final balance, we may revise the tour solely due to increased transportation costs, including costs of fuel, tax and any currency fluctuation. No such revisions shall amount to more than 15% of the tour price. If you do not wish to accept the changes, you'll be entitled to cancel the tour with a full refund of all amounts you have paid us. OUR LIABILITY IN SUCH A CASE IS LIMITED TO A RETURN TO YOU OF ANY AMOUNTS YOU HAVE PAID TO US"

  "If you do not wish to accept the changes, you'll be entitled to cancel the tour with a full refund of all amounts you have paid us."

  It does NOT say If you do not wish to accept the changes, you'll be entitled to cancel the tour with a full refund of all amounts you have paid us, unless we want to honor the prior price again. It says "If you do not wish to accept the changes, you'll be entitled to cancel the tour with a full refund of all amounts you have paid us."

  We did not wish to accept the changes, as communicated on July 27, 2023 and we are owed the refund as requested.  The Terms and Conditions does not say anything to the effect that Indus Travels reserves the right to re-amend pricing to reject or withhold a pricing change refund. Any additional changes or alternatives offered by Indus Travels after the price was increased, and confirmed to be increased, are irrelevant to the matter at hand as they did not apply at the time the refund request was made. 
  

  The price was increased, we did not accept the changes, we are "entitled to cancel the tour with a full refund of all amounts you have paid us", $1,500.00 USD.

  At the exact time the cancelation was requested per the Prices clause of the Terms and Conditions, July 27, 2023, the request was valid as the price had been increased, and should have been executed. Not performing this action is acting in *** ***** to the Terms and Conditions. 

  Sincerely,
  

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

  

  Business Response

  Date: 24/08/2023

  We understand that they would still like a refund but if you look at further communication that occurred in the same time frame 

  On July 24th our team member followed up with ************** and received the following reply a few days later:

  ---- On Thu, 27 Jul 2023 00:39:05 +**** *************************** <*****************> wrote ---
  
  Hi Kudzai-
  
  Unfortunately, those times don't work for us. Upon further review, it looks like these dates won't work for us as well. We're going to have to cancel our trip. Please issue the reimbursement. Thank you for all of your help with this matter. 
  
  
  -*************************;

  so in light of this new information this team member went back to the flight team to review flight options and provided the alternatives the same day (July 27) at no additional cost. 

  We appreciate that perhaps its the tour dates that are no longer working for these travellers and this would be why they wish to cancel but as we offered flight options at no additional charge we do not feel a refund is in order.

  We appreciate that this is not the outcome they would like but we feel that we did our best to offer a flight solution with no additional fees.

  Customer Answer

  Date: 25/08/2023

  
  Complaint: ********
  
  I am rejecting this response because it does not meet the terms and conditions of the agreement.

  Attempting to provide an alternative, i.e. providing a cost adjustment, does not meet the Terms and Conditions of the agreement. 

  Attempting to deflect the conversation outside of facts and occurrences and how the Terms and Conditions apply with speculation, i.e. referencing the "times" and the verbiage of how the valid cancelation was requested is irrelevant to this matter. 

  Applying even the lowest level of objectivity to the situation easily leads to the conclusion that Indus Travels is not ******** the Terms and Conditions. The situation is clear, the outcome of the situation under the Prices section of the Terms and Conditions is clear. A refund is owed. 

  ******* ********* of how the Terms and Conditions are applied is the obvious result of Indus Travels' handling of this matter. 

  Indus Travels continues to act in *** ***** and not honor the Terms and Conditions. Additionally, they've chosen to ******* *** ********* about cancellation reasons. 

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

  

  Business Response

  Date: 05/09/2023

  We appreciate that the clients see the terms & conditions in a way that they feel will benefit them but as we have explained in our two previous responses, we provided an option that required no additional cost. With that flight schedule no additional funds were required therefore it would negate their expectation of a full refund since the additional costs were zero and not more than 15% of the tour cost. 

  Customer Answer

  Date: 15/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Anything other than a full refund as expressly outlined in the Terms and Conditions is not following Indus Travel's contractual agreement. Any other interpretation of the Terms and Conditions is ******* ********* of Indus Travels. Offering other solutions is not following the Terms and Conditions. Indus Travels continues to interpret the Terms and Conditions in a *********** way that benefits them, when they have incurred no costs. This matter is not resolved. 

  

  Business Response

  Date: 15/09/2023

  We appreciate that they may not agree with the terms and conditions as we have them and they may read them differently but they are the terms & conditions which we follow.  We understood they did not want to pay extra for flights so we found a solution that no longer required extra funds to be paid thus keeping the cost as per the original amount.  

  Customer Answer

  Date: 15/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The terms and conditions were not followed or met. 

  Their response explains that Indus Travels did not follow the terms and conditions.

  "We understood they did not want to pay extra for flights so we found a solution that no longer required extra funds to be paid thus keeping the cost as per the original amount"

  "[finding] a solution" is not the terms and conditions requirement, refunding the money is the requirement of the terms and conditions and is specifically expressed within.  Indus travels willfully not refunding money is ****** of contract of the terms and conditions.  Their "solution" does not meet the contract of the terms and conditions but merely offers and alternative. 

  What we wanted, was the terms and conditions to be honored. The cost was not kept at the original amount. The cost was changed post refund request ,which was valid at the time it was executed, and should have been honored at that time, per the terms and conditions. Anything else is NOT FULFILLING THE TERMS AND CONDITIONS, A ****** OF CONTRACT, ******* *********, AND ACTING IN *** ***** BY INDUS TRAVELS DECIDING TO NOT ISSUE A VALID, CONTRACTUALLY BOUND REFUND. 

  This matter is not resolved and will continue to be pursued. 

  

  Business Response

  Date: 18/09/2023

  I believe we are at an impasse. We understand that you are rejecting our responses but we provided alternate flights at no additional cost.  

  Customer Answer

  Date: 19/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  It does not meet the Terms and Conditions.

  The Terms and Conditions were not met. There was no attempt to explain why they were not met. The valid refund request was not granted, instead an alternative was offered, which does not meet the Terms and Conditions. 

• Initial Complaint

  Date:19/06/2023

  Type:Billing 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.

  I have booked our family trip on February 22 (****, ********, ******, *****, and Lake Como by Rail which cost over 16K). They confirmed and it is stated on their website that the travel documents will be sent 21 DAYS PRIOR to the departure (which in our case was May 9). I kept on emailing and phoning them from April 18 on to get these documents. Finally on May 4th we received the documents however, left us no time to make any adjustments/changes; leaving us in a bind of "take it or leave it".I had requested at the time of booking for better hotels than the average 3 star rated ones from their website. (This was completely ignored, and they never addressed my request). I left messages between the date that I received the documents and the departure date regarding the hotels that they booked us in. (On weekends they are closed so good luck getting any assistance!). It wasn't bad enough that we couldn't get better hotels, but the hotels were far from the train stations and city centres. Nowhere on their website does it say that hotel locations may be OUTSIDE of the cities. It cost us a fortune and more importantly valuable time to travel from the hotels to the city centres. (Furthermore, on their website they clearly state that hotels are easily accessible from train stations and close proximity to the centre.)I contacted them (phone/email) regarding this issue prior to our departure and even during our trip, the reps replied with an email sweeping the problem under the carpet (doubt that she even attempted to find us better located hotels) and Indus usual we are confident that you will find your journey to be very worthwhile with excellent value and comfortable stays within your budget. They actually put the blame on their Italian suppliers for all the mishaps.They claim that Indus travels is devoted to bringing the best in both quality and value however the lack of professionalism and client dissatisfaction dont seem to matter to them.Would I travel with them again? Definitely not! For all the headaches, lack of professionalism, loss of valuable time and extra travel expenses that we incurred, I believe a partial REFUND would have been a way to resolve this issue. (They had offered $50/person future travel voucher...laughable!)

  

  Business Response

  Date: 11/07/2023

  Thank you for bringing the clients complaint to our attention. We have already communicated with ************** regarding her concerns.We understand that she is not satisfied with our original responses however as was indicated to ************** we do not guarantee hotel location, instead; we guarantee that the hotel will be of a similar standard in this case 3-star properties as outlined in the tour package she booked.  We understand that the location may not always be to the clients liking but our duty is to ensure a similar standard of hotels are accommodated as advertised.  Considering **************** feedback, we are looking at ways to improve our communication with our guests regarding hotel locations and looking at the best ways to offer clients alternatives even if it may mean an additional cost to clients should a hotel change be necessary to suit their needs.  They can then be part of the decision-making process.  We understand that this will not benefit ************* and her travelling companions and are sorry to learn that she will not look to Indus for their future travels.  Should they change their mind,the partial credit offered to her for future travel will still be available.
  

  Customer Answer

  Date: 16/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The hotels were misleadingly described. It purported to be in "HISTORICAL CITY CENTER IN FLORENCE" "5 MINUTES WALK FROM THE RAILWAY STATION", " 05 MINUTES WALK FROM SANTA LUCIA STATION. YOU'RE CLOSE TO THE GRAND CANAL" in Venice, "RIGHT IN THE HEART OF TOWN, NEAR THE LAKE, THE STADIUM, 5 MINUTES WALK FROM THE RAILWAY STATION" in Como; as advertised in the tour package that we purchased.

  Again, I must stress that NOWHERE on their website do they even mention once that HOTEL LOCATIONS MAY BE REMOTE only that accommodation in twin sharing basis at listed hotel or similar ". I even took the time to read their other tour packages information to confirm this, and this is the only thing stated: "THE HOTELS ARE LOCATED WALKING DISTANCE FROM THE RAIL STATIONS... at listed hotel or similar. 
  

  As per their website "Indus Travels is an award-winning Tour Operator offering value vacations to over 80 destinations around the world. Indus Tours are designed by Expert Tour Planners with the FREEDOM AND FLEXIBILITY OF PASSENGERS in mind". Their misleading information, false advertisements, indifference, as well as the untimely and delayed travel documents delivery contradict all of this. 
  

  They should familiarize themselves with the guidelines of advertising as described on *****************************************************************************************************************************************************************************************************.
  

  ** ******** ****** ** ******** ** ******. We are legally entitled to receive compensation (refund) from Indus for the disappointment and loss of enjoyment suffered, and for the additional costs incurred. 
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 27/07/2023

  We understand that our response may not be what ************** would like however the hotel descriptions are those that come directly from a hotels own website. We understand that this may have lead ************** to believe that any similar hotel would be in the exact same location however this may not always be possible and although we do our utmost to duplicate a hotel that simply isnt always possible and our goal is to ensure that we provide a hotel of the same star standard/quality although it may not be in the same location/area.    

  Customer Answer

  Date: 28/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Indus' responsibility is to provide informed and true description of the products they are selling. They still DO NOT COMPREHEND that the information they provide on their website ** ********** *** *****. They say that if the specific hotels are not available YES  same category hotels will be provided  -WITHOUT INFORMING THE CLIENTS that the LOCATIONS may be different or not even in the city so that consumers could make up their minds if they accept such terms. Their lack of transparency and their omission to provide clearly stated information to clients result in negative experience. This is my claim. 

  Instead of being clients oriented they are only interested in finalizing booking with payments and disregard any consumer concerns post sales.
  
  Sincerely,
  
  *************************