ComplaintsforPassports, Inc.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Passports Educational Travel (Trip to ******/***** - 06/14/24 - 06/23/24) flight to ** was canceled on 06/14/24 due to weather and then next flight was overbooked and we had to spend the night in area of *** airport and pay for our room and food. Next flight out to ******, ************** booked a flight with a 40 minute delay and no time to next flight out to ****** and we missed our flight. Had to spend the night in ****** on 06/15/24. Returned to ******** on 06/16/24 and was charged for baggage fees. We missed our entire trip valued at $15,415.92. The insurance we purchased through this company denied our flight reimbursement claim and the tour company refuses to refund us for airline tickets paid over a year ago.

  Customer response

  08/04/2024

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

  On 05/15/2023 we opened an account with ********************************************* Company for a tour to *******  There are 3 members in my family that booked a package tour through the company who we paid a total of $15,415.92 in full for the trip.  ************ was introduced to us through my daughter's school (******** ************ and took a year to plan and pay for.  Initially, we were supposed to travel to ******, ***** and *****,****** in June 2024.  Towards the end of the year 2023, the company did not get enough people to sign up and changed our tour, offering for us to only be able to go to ******, ******* and *****, ****** as a combination trip,(******* instead of ***** combined with ******.) There was another combination tour that was also offered but our group chose ******/*******  This inconvenience changed our dates, locations and length of trip, but we all adjusted and decided to go anyway, after already paying for our trip.  We paid all of our money in full PRIOR to the due date of 02/25/2024.  We held our end of the bargain.
  However, on the day we were scheduled to leave and once at the airport to board our flight to ****** to begin our tour, the flight that Passports Travel booked for us to fly to ******** was canceled due to weather,and we were stuck at the airport.  We tried to get Passports to rebook us and worked with ************** to amend the flight and let us continue to try to connect to at least make the tour by the second day.  We were at **************************** ALL DAY trying to work with Passports and the airline, to no avail.  Most of the work we did the entire time to get us rebooked was us begging ************** to find us flights, to only be told that Passports Travel Company had to book the flights for us, since they were in charge of the trip.  Our tour leader from the high school spent multiple hours on the phone trying to get Passports Travel to rebook.  We kept getting rebooked,canceled, overbooked (NO REAL FLIGHT) and canceled again. 
  We finally got rebooked for the next day for a flight to ******, **, with a connecting flight to ********, then ****** thereafter, but our flight to ****** was delayed over 40 minutes due to too much air travel activity, per the captain.  (*****/Passports Travel booked these flights as well.)  When we got to ******, ** we were told that we had MISSED OUR FLIGHT to ********, then ****** and would have to rebook again.  During these dealings, they were trying to send us to *******, **, ****** and ********* and then to ******, *******, but these were all non-viable options,as they would have stranded us again, with no guarantee what day we would arrive on our tour!  We spent SEVERAL hours in the airport in ******, ** to try and get Passports Travel and ***** to continue trying booking us to ****** again and were sent all over the place,only to NOT HAVE ANY FLIGHT UNTIL THE NEXT DAY AGAIN.  We had to spend the night in ******, ** where we were sent as part of this travel package with Passports Travel Company, with the mere hope that we would be able to at least still get to do our tour, maybe only missing a day.
  However, at the end of the night in ******, **, we were so abused, victimized and worn out we just decided to fly home and not go on the trip.  We were completely devastated!  Throughout our experience with this company, we had to call and try to work out getting the company to book confirmed flights to ******, which NEVER HAPPENED.  We did a lot of work and wasted THREE days of our lives that we will never get back because this company could not make good on their promise to get us over to ****** and experience all the things they promised we would.
  On 06/26/2024 we received a check from Passports Travel Company in the amount of $13,230.72, with $2185.20 still owed to our family from the money we paid Passports Travel Company for this package tour.  I emailed ************************* back once she informed us of the refund amount and asked why we did not get the full amount back and she said she believes it was because we flew to ******, ***  Which, is NOT OUR FAULT, as we were trying to fulfill our part of complying with the bookings of this tour.
  

  Here is the bulk of the email **************** sent originally about our refund:
  To the Participants of *******************,
  Thank you for your patience while we have been in contact with the airline and land suppliers to obtain refunds for your tour.  We share in your extreme disappointment and frustration over the canceled and delayed flights and feel terrible that the unfortunate, exhausting and upsetting series of events led to your decision to return home and forfeit the remainder of the tour.  Our goal is always to provide enriching travel opportunities and we hate that you were unable to experience that.
  We have not been able to secure full refunds from the airline or the land services that were booked.  However, we recognize the unusual and unprecedented nature of your situation and wish to provide you with more than what we have been able to recoup.  The airline has withheld $728.40 from the $1634.10 tickets, so we are able to return $905.70 to you for the air part of your package.
  We are out a large amount of non-refundable land services, but are absorbing those costs on your behalf.  Therefore, you will be receiving a refund of all sums paid, less the $728.40 withheld from tha airline.  Please allow 7-10 business days for us to process your refunds.
  Again, we never booked our own flights, never set up any of this tour.  We paid our money IN FULL to Passports Travel Company and filed a claim with the insurance company for the hotel and food we had to pay for ourselves, along with the remaining money for this tour and the claim has been denied.  This was supposed to be covered by her company and it WAS NOT.  Their company is responsible for all money we lost because they BOOKED EVERYTHING with our money and were in charge of everything.
  

  It is absolutely ABSURD that Passports Travel Company used OUR MONEY to book these plans and refuses to give us OUR MONEY BACK when they cannot fight an insurance claim on their end to make good for their clients.
  I am requesting Passports Travel Company to simply pay us back ALL OF OUR MONEY, currently owed $2185.20 (FLIGHTS) plus $292.61 (FOOD. LODGING and baggage fees, due to canceled flight) and to make good their promise to cover any trip cancellation, trip delay and/or trip interruption that occurred with our package deal. 

  
  Current Amount of Reimbursement Demand:  $2477.81. This does not include all the pain and suffering and re-victimization that we have endured by a company not willing to make good their promises.  

  I look forward to hearing from you soon.  I have not heard anything from Passports Travel Company since **************** email referenced above in June 2024.

  Thank you,

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

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

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

  Business response

  08/09/2024

  Good Afternoon,
  Thank you for bringing this matter to our attention. We understand the importance of addressing our customers' concerns promptly and transparently. Regarding Ms. **************** experience, we deeply regret the disruptions caused by unforeseen weather and overbookings that significantly impacted her travel plans. To quickly summarize, the group flew on the first leg of their outbound journey on what would have been a 10-day European tour, then had a significant travel delay which prompted them to abandon the outbound journey and the rest of the tour. Passports refunded all monies paid other than what the airline refused to return, which was $728.40 per person. ************ received a refund from Passports of $13,230.72, which represents the refunds for three participants.
  The funds that ************ is claiming, $2,185.20, are the nonrefundable air penalties for three participants and also includes a $292.61 claim for out-of-pocket expenses incurred during the delay. This claim for the expenses was initially not covered by the provided insurance policy. We think it is unfair that the insurance company denied this claim and will assist in making sure the claim is fairly processed. If the insurance company continues to deny the claim, Passports will refund the $292.61 as a show of good faith.
  It is important to note that the airline was in the process of rebooking this group so that they could continue on the tour when the group leader, in concert with his group, made the choice to abandon the flights and the tour and to return home. This was to be a 10-day tour of which they would have lost two full days had they continued. While we can understand the frustration that they experienced and the disappointment of having lost time on their tour, it is not the case that a travel delay means a group can turn around and go home and expect full refunds. At the time, the group was advised that full refunds would not be due. In spite of this, Passports made the decision to refund 100% of the funds other than the non-refundable air portion. This refund far exceeded that stipulated by our Terms and Conditions, which all traveling participants agreed to, which specifies that no refund would be due for any reason for cancellations within 2 days prior to departure.
  Thank you for understanding in this matter.

  Customer response

  08/15/2024

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

  BBB - Response #2
  

  Dated:  08/14/2024
  
  This trip was a once in a lifetime opportunity.  We booked this trip a year in advance and paid our portion of the cost IN FULL to Passports Travel company BEFORE the deadline, as previously submitted.  There has been nothing but heartache and continued victimization on our end for what happened to us by trying to use Passports Travel company to tour Europe in June 2024.
  
  This was my daughters senior year of high school. This was partially a graduation present and her birthday present (she turned 18 a few days just prior to this trip.)  We were so excited to be able to provide this once in a lifetime opportunity not only to her, but to our entire family.  This is the reason we saved our hard-earned money and tried to make it possible to reward all of our family for what we endured in life to build up to this vacation.
  
  We trusted the high school, the teacher and leader of this trip and MOST IMPORTANTLY the company that was chosen to make this trip possible Passports Travel.  I find it very difficult to even try to fight this claim, as it literally breaks my heart each time that I have to think about not getting all of our money back, but also about what a great loss and missed opportunity we experienced.  We were so happy to find that the Paris Olympics were coming as well, and thought that we could experience the area while all of this was about to unfold.  Yet, we did not.
  
  The solution to this problem is simple.  We paid ALL OF our money to Passports Travel.  We bought the insurance.  They booked EVERYTHING we participated in, to include the flight to ****** and connecting flight to ******** that would have gotten us to ******  We never made it to *********  We never made it to ******  We never made it to *******  The airline would not deal with us because they said Passports Travel company had to make the arrangements since they booked the flights. 
  
  We simply want a FULL REFUND for what we paid to Passports Travel - $15, 415.92. 
  We are still owed - $2185.20.
  
  We flew to ******, albeit it was 24 hours AFTER we missed the first flight from ****** to ******** due to weather.  We were given hope and promised we could continue our trip and Passports would accommodate us and add an extra day to compensate for missing one of the days of the tour and make sure we got to go to ********** as a consolation prize.  When we got to ******, we couldnt board the next flight to ******** due to the 40-minute delay before we flew to ****** we had missed our next flight.  POOR PLANNING and UNREALISTIC expectations on the booking end.  We couldnt get another flight to even try to get out of ****** to ****** until the next day.  ANOTHER WASTED NIGHT we spent in a city we NEVER wanted to visit.  But what did we do?  We went along with the program despite broken promises. 
  
  We got stuck in ****** ALL DAY trying to rebook to get to ****** as soon as possible.  The more time that went by, the more we heard from the leader of our group that Passports Travel did not even want to extend our trip and we may have to just miss ********** all together and fly back on the original tickets that were purchased.  How does this sound to us?  EXPENSIVE.  We just missed our flight the day before on guaranteed tickets where the flight was canceled.  Now we will have to miss 2-3 days of our original tour and come back early?  But we kept our faith in Passports Travel and kept trying to get onto flights that would land us in ******* 
  
  ************** worked on the phone with Passports Travel company and us to try to get us flights, but it wouldn't be until but it wouldn’t be until 24 hours later that we would even get to a destination STILL IN THE United States, only to get stuck in ******* again for yet another day??  In the interim, we were offered a chance to fly to other countries and then possibly to *******  How on earth would we be able to solve our problem in another country if something else bad happened if we couldn't even solve the problem in our country? 
  
  We were exhausted, deprived of sleep and food (we were made to stay the entire day at the ticket counter trying to resolve all of these issues) and we were just devastated that Passports Travel company could not fix the problem.
  
  Passports Travel company has falsified and deceived their account of this experience.  I have attached ******************************* response to this experience as well with my response.  This case is not a simple one where we just decided not to continue to travel with them.  We were tortured by their incompetence to make good their promises and provide the experience we paid $15,415.92 for. 
  
  Also attached is the insurance policy and guidelines thereof that you will see says that our ENTIRE TRIP IS COVERED due to what happened in this case.  Passports Travel companys response to you that we were told full refunds would not be due is incorrect and not true.  We were NEVER told this.  We were encouraged by ************************** to file claims and go from theregive it time. 
  
  Two days ago, I finally received partial information on ************** flight information.  We have been fighting this claim for MONTHS and I JUST RECEIVED this information two days ago?  What does this tell you about this company?  I have been asking for answers and I am not getting them.  And then, there is information that has been omitted from the travel plans.  Sounds really shady to me.  I am attaching all flight information from the airline ******** and I were given at the airport in reference to our flights along with the other documents I am providing as part of this complaint.
  
  The incompetence of a company that promises so much and puts their clients lives at risk flying to foreign countries, being guided by strangers and trusting that all bookings will be honored is. OVERWHELMING.  I am ashamed that I trusted Passports Travel with anything having to do with my safety and peace of mind.  I will NEVER use this company again and I will make it my mission to save any future victim from their wrath. 
  
  Sincerely,
  
  *******************

  Business response

  08/22/2024

  It is true that ************ endured a horrific delay at the hands of *************** Nobody should be subjected to delays and cancelations, promised vouchers that didn't come, and made to wait for hours on end in airports. However, even with delays, airlines will not give you a refund if you have successfully started your journey. In essence, that part of the ticket was used, despite not getting the traveler to their destination in a timely manner. 
  
  We would like to point out that Passports issued a full refund for the land portion of the tour along with the portion of the air that was refunded by ***** Airlines. **************** complaint should be with *****. Passports did everything within our power to get the group to ****** as quickly as possible, including working with the group leader and ***** to find a solution.  Ultimately, and unfortunately, Passports and ************ were at the mercy of the airline. 
  
  The group chose to discontinue their journey before they reached ****** and turned home, expecting full refunds. According to Passports Terms and Conditions, to which all participants agreed upon enrollment, ************ would be due no refund at all because group tours are pre-paid. Every hotel, restaurant, motor coach and entrance was paid by Passports and we did not receive full refunds, and in most cases, no refund at all. Despite this, Passports chose to refund all monies paid other than the portion of the air ticket that the airline would not refund. The money that we reimbursed to ************ was at a loss to Passports.
  
  We have double-checked with ******** and the claims have not been denied.  The claims department has indicated they are waiting on additional information.  We have reached out to them again today for a status update.  
  
  To end this matter expeditiously, but without accepting culpability or fault, Passports will refund ************ the $728.40 that was withheld from each participant. As stated previously, if they do not receive a refund from the insurance company, we will refund the additional $292.61.  
  
  We are very sorry for her negative experience with *************** It was a truly horrific delay, and ***** should be ashamed of how it treats its customers. That being said, Passports rejects **************** claims of wrongdoing on our part. 

  Customer response

  08/29/2024

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

  BBB - Response #3
  Dated:  08/28/2024
  Subject:  More Information Reject Offer
  Ref:  Broken Promises
  
  Based on the below response from Passports Travel Company, we reject their response with highlighted notes below to support our position:
  
  MESSAGE FROM BUSINESS:
  
  It is true that ************ endured a horrific delay at the hands of *************** Nobody should be subjected to delays and cancelations, promised vouchers that didn't come, and made to wait for hours on end in airports. However, even with delays, airlines will not give you a refund if you have successfully started your journey. In essence, that part of the ticket was used, despite not getting the traveler to their destination in a timely manner. 
  
  __________________________________________________________________________________________________________________________________________________________________________________________We consistently believed in Passports Travel Company (FOR THREE DAYS at the airports) and continued to make the flights they kept booking with ************** so we could go on the tour we PAID IN FULL FOR.WELL IN ADVANCE.  We were NEVER told that if we even began to fly to whatever destination, whether in good faith or not, that we would risk the chance of losing money we paid their company to handle our arrangements.  So, by saying that airlines will not give you a refund if you have successfully started your journey was knowledge that was never shared with us.  And, if that was known by the company, why did they:
  a. Not convey that to the customer?
  b. Allow this to happen to their customer knowing the risk?
  c. Deny the fact that they encouraged us to attempt to fly and continue our journey and then turn    
      around and blame us when we were completely beaten by this process after 3 long days at the
      airports?
  ___________________________________________________________________________________________________________________________________________________________________________________________
  We would like to point out that Passports issued a full refund for the land portion of the tour along with the portion of the air that was refunded by ***** Airlines. **************** complaint should be with *****. Passports did everything within our power to get the group to ****** as quickly as possible, including working with the group leader and ***** to find a solution.  Ultimately, and unfortunately, Passports and ************ were at the mercy of the airline. 
  The group chose to discontinue their journey before they reached ****** and turned home, expecting full refunds. According to Passports Terms and Conditions, to which all participants agreed upon enrollment, ************ would be due no refund at all because group tours are pre-paid. Every hotel, restaurant, motor coach and entrance was paid by Passports and we did not receive full refunds, and in most cases, no refund at all. Despite this, Passports chose to refund all monies paid other than the portion of the air ticket that the airline would not refund. The money that we reimbursed to ************ was at a loss to Passports.
  ____________________________________________________________________________________________________________________________________________________________________________________________
  Passports Travel Company continues to throw blame at customers that not only suffered the incompetence of their business but were also victimized by the entire process by stating, The group chose to discontinue their journey before they reached ****** and turned home, expecting full refunds.   They keep complaining that they lost money on this incident, when, the fact is, they have been profiting from the money for many months that we paid IN FULL long before we even attempted to get on our first airplane.  They are a company, a business - compared to victims that believed they would be treated fairly by said company and we continue to be fighting for mere justice.  Its as if they are looking for pity and validation, which offers the perspective of what their priorities are THEMSELVES, not us._____________________________________________________________________________________________________________
  We have double-checked with ******** and the claims have not been denied.  The claims department has indicated they are waiting on additional information.  We have reached out to them again today for a status update.  
  ____________________________________________________________________________________________________________________________________________________________________________________________
  The insurance company is yet another, without any humor involved, JOKE.  They take up to an HOUR to answer the phone when we call and WEEKS to even open the investigation to our claim.  They said they would open a claim for the entire trip and review it and a separate one for the expenses we incurred the first night our flight was canceled.  This did not happen.  Just within the last few days have we heard that they need, yet even MORE information.  However, ***************** conveyed that she would share that information with the insurance company to help with our claim, but there seems to be a disconnect somewhere.  Which always happens to be on the end of Passports and their insurance company.  __________________________________________________________________________________________________________________________________________________________________________________
  To end this matter expeditiously, but without accepting culpability or fault, Passports will refund ************ the $728.40 that was withheld from each participant. As stated previously, if they do not receive a refund from the insurance company, we will refund the additional $292.61.  
  ___________________________________________________________________________________________
  Hearing this last concession finally gave us a small bit of hope so we waited for reimbursement.  However, here we are a week later and still NOTHING.  This confirms the inability and unwillingness for Passport Travel Company to keep their promises.  Therefore, I disbelieve this statement because we have not been paid back.  We are still waiting
  __________________________________________________________________________________________
  We are very sorry for her negative experience with *************** It was a truly horrific delay, and ***** should be ashamed of how it treats its customers. That being said, ********************** rejects **************** claims of wrongdoing on our part. 
  ____________________________________________________________________________________________________________________________________________________________________________________________
  So again,
  
  The solution to this problem is simple.  We paid ALL OF our money to Passports Travel.  We bought the insurance.  They booked EVERYTHING we participated in, to include the flight to ****** and connecting flight to ******** that would have gotten us to ******  We never made it to *********  We never made it to ******  We never made it to *******  The airline would not deal with us because they said Passports Travel company had to make the arrangements since they booked the flights. 
  
  We simply want a FULL REFUND for what we paid to Passports Travel - $15, 415.92. 
  We are still owed - $2185.20.
  
  The incompetence of a company that promises so much and puts their clients lives at risk flying to foreign countries, being guided by strangers and trusting that all bookings will be honored is. OVERWHELMING.  I am ashamed that I trusted Passports Travel with anything having to do with my safety and peace of mind.  I will NEVER use this company again and I will make it my mission to save any future victim from their wrath. 
  
  Here are some recent quotes found on Passports Travel Company's website as a declaration on how they do business:
    -- Passports acts as the best partner we can, for every traveler, on every tour. That's our promise.
    -- Effortless Group Travel Coordination: Comprehensive itinerary planning, seamless bookings for accommodations and transport, expert tour management, round-the-clock customer support, enjoyable and hassle-free experience for leaders and participants.
   ____________________________________________________________________________________________________________________________________________________________________________________________
  I suppose we are not benefiting from that sentiment because we never actually got to tour with them.  
  

  I look forward for the conclusion of this matter very soon.
  

  Thank you,
  *******************

  Business response

  08/30/2024

  The check was mailed on August 28, 2024.

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