Complaints

This profile includes complaints for Travel Plex Travel and Cruise's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Travel Plex Travel and Cruise

  726 N New Ballas Rd Creve Coeur, MO 63141-6716

• 

  Travel Plex Travel and Cruise

  2150 W Main St Carbondale, IL 62901-2000

• 

  Travel Plex Travel and Cruise

  612 Whitelaw Ave Cape Girardeau, MO 63701-4535

• 

  Travel Plex Travel and Cruise

  278 Mid Rivers Ctr Saint Peters, MO 63376-4325

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:07/14/2024

  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.

  Ai had a travel credit I was trying to use. My orginal *** ******** went missing and could not get in contact with him. I finally was able to get in touch with the partner company Apple Vacations whom told me how much credit was availble and when I could redeem. Three weeks before credits were to expire i begin contacting partner company to redeem credits apple vacations now I could not get in contact with them. I had to go back to getting in contact with ******* who informed me he got all my messages but is on hospice and ****** would help me from Travel Plex Now im in contact with ****** she since June 21 who kepts telling me my credits are with Delta but I keep telling her they are with apple. She tells me my expiration date is July 21 i keep telling her its wrong information. Im trying to book my credit that my orginal date was 6/6/23 and my credit expires the first week of July. I call her serval times after this she never gets back with me until second week in July She sends me a text to tell me the credit expired and she will look into me getting an extention because ******* was sick. I then get information to the managing member ******************* who said she will research it to only tell me there is nothing that can be done. They had several ***s give me bad information and not follow up properly until the credits expired this was horrible customer service to say the least. I want my credits extented so that I can use them. I feel like I was *** for my remaining $499 credit.

  Business Response

  Date: 08/21/2024

  Thank you for the opportunity to respond to this open letter from ***************************.

  Vacations by TravelPlex regrets that ************ has experienced this issue and has been working tirelessly to resolve the problem with Apple Vacations, who is a 3rd party vendor Vacations by TravelPlex contracted with on ************** behalf for her vacation.

  In September of 2022, ************* contacted one of our Travel Advisors about booking a trip to the ******* for Ms. *********************** and herself. 
  A Vacations by TravelPlex Advisor worked with ************ on their trip plans, including arranging airline tickets, hotel reservations and transportation to and from the airport to their hotel.
  
  In addition to booking the trip, ************ purchased travel insurance with their travel package that allowed them, if needed, to cancel their trip and receive credit in the form of vouchers for the value of their trip. 
  
  ************ contacted our office on or about May 5th,2023 and requested our Travel Advisor cancel their trip.   Our Travel Advisor, under direction of ***********, cancelled the trip as she requested and informed her of the value of the credit they had towards a future trip with Apple Vacations.  ************ had a travel credit in the amount of $1,003.64 and ************** had a travel credit in the amount of $1,806.36.  The credits did have a 13-month expiration date of June 30th, 2024 and travel would have to begin before they expired.
  
  I also want to note that all funds (travel credits) for this trip are being held by ALG Vacations which also operates as Apple Vacations and is the tour operator we contracted with on ************** behalf.
  
  ************ states that she attempted to contact our Travel Advisor sometime in early May 2024 in an attempt to use the travel vouchers,however, our Travel Advisor was experiencing health issues and was behind on answering phone calls and emails.     *********** was calling a direct line for our Advisor, despite office phone numbers being clearly listed on paperwork sent to ************.
  
  On May 22nd, 2024, ************ called Apple Vacations directly where she was given details on the vouchers for ************** and herself, including balances, expiration dates and redemption details.    ************ could have used her travel vouchers to book directly with Apple Vacations or any other travel management company, as they are not limited to just redemption by Vacations by TravelPlex.  
  
  ************ finally called the Vacations by TravelPlex, **********,**. office and spoke with our Managing Partner about this issue in early June 2024, just a few weeks before the travel vouchers were due to expire.   According to our Managing Partner, ************ initially gave her a different name that what was listed on the travel vouchers, it was married vs. maiden name mixup.    After several phone calls with ************ and with Apple Vacations, our Managing Partner was finally able to locate information on the vouchers, but unfortunately, they had already expired by a few days.
  
  Our Managing Partner, our Vice President of Leisure Sales and myself, all called and worked with contacts at Apple Vacations to get the vouchers extended for ************ and ************** to use, but each request was denied by Apple Vacations.
  
  A few key points on this issue are:
  ************ waited until just inside 60 days before the vouchers were set to expire to attempt to contact Vacations by TravelPlex about using her vouchers
  
  ************ called Apple Vacations on May 22nd, 2024 and spoke with a client support person about the details of the vouchers, including the value and redemption details.************ could have used her vouchers to rebook her travel directly with Apple Vacations.
  
  ************ waited until early June, 2024 to contact our **********, **. office to speak with our Managing Partner about this issue and gave us incorrect information to research the issue
  
  Once we obtained the correct information and researched the details on the vouchers, the vouchers had expired on June 30th, 2024
  
  Vacations by TravelPlex has been working with Apple Vacations through numerous channels to get either the vouchers expiration date extended or refunded.Apple Vacations who hold the funds has declined all requests we have made.
  
  Again, Vacations by TravelPlex sincerely regrets this has happened with ************.  Vacations by TravelPlex is a family owned business, headquartered in ************** for nearly 35 years and has worked with 1000s of customers.  We take pride in working to plan the perfect vacation for each client we serve.
  We do believe Vacations by TravelPlex is not responsible for issuing any refunds for the value of ************** expired vouchers and we hope the Better Business Bureau agrees with this position.
  
  Sincerely,
  
  *****************************
  President
  Vacation by TravelPlex

• Initial Complaint

  Date:04/01/2024

  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.

  We met with representatives from this agency in September regarding an 80th birthday trip. We requested a guided bus tour (bus picks up at the hotel). We were adamant about this. We then received an e-mail describing a particular trip and was told that other "guided" tours were being looked into.At our final meeting, we were surprised to learn that we were given an oyster card and was told that we would need to get to the bus stop, tube, etc on our own. We paid almost $13,000 for this trip to be told to take a bus. When we showed our displeasure, we were told that we could use a cab. My husband is 80 years old and is in decent health but his legs do have a problem with circulation and continuous walking wears him out. I have difficulty walking alot and get injections in my feet. We could not have possibly done what they asked.We have been trying to get our money back but have been unsuccessful. I called United Airines to learn that the trip had been cancelled. (This is what was expected). And that we were to receive our total refund of $2400. Upon contacting the credit card company, it was discovered that we received a refund of $1900. We learned that Travel Plex kept the remaining money for themselves. This should be a crime within itself.We have in writing that the owner of Travel Plex indicated that he would refund the amount of $6,+++ but we have not received this money either. We were out almost $13,000. We had insurance but not sure why this did not come in play.I feel that they have preyed on the elderly and should not be allowed to do this.

  Business Response

  Date: 04/05/2024

  Mr. and ************** contacted TravelPlex during the summer of *************************** a trip to ****** to celebrate Mr. ****** birthday in April 2024.  They began working with our Advisor, *************************, who has over 30 years of experience in the travel industry.    Mr. and ************** had also been friends with our Director of Corporate Operations, ***************************, for many years, so during the initial face to face meetings, both ******* and ****** met with Mr. and *************** in person.
  
  Initially, the ****** spoke about traveling with friends and wanted to talk about both escorted and unescorted tours of ******.    As the conversations continued, the ****** informed *******, our Advisor, the others would not be traveling with them and they would be traveling as a couple, alone.
  
  Vacations by TravelPlex Advisors, ******* and ******, continued to meet with the ****** about tour options for both escorted and unescorted tours and the ****** ultimately decided they wanted to move forward with an unescorted tour because of the cost difference.   
  An unescorted tour allows travelers to explore a city at their own pace, including meals, shopping and touring on a much more relaxed schedule and is popular for many travelers.
  
  After they chose the unescorted tour option, our Advisor confirmed this itinerary with Avanti, which is the tour operator chosen specifically for this trip and a vendor Vacations by TravelPlex has used extensively.  
  
  On September 21, 2023, a complete and detailed Itinerary from the tour operator (Avanti) was emailed to the ****** which showed their day to day proposed itinerary.  (See Attached)
  
  They chose to purchase this trip based on this email and this exact itinerary.  Additionally,in each of the conversations with the ******, they were told their tour would include a ****** Oyster Card for each of them, which is a smartcard that allows them to use the ******* Underground (The Tube), the London Overground, bus,tram, DLR and some National Rail Services. 
  
  Vacations by TravelPlex stressed this point because of Mr. and Mrs. ****** age.
  
  As you can see on Page 2, and as it was discussed in each meeting with the ******, upon arrival into ******, an Executive Private Transfer to and from the ****** hotel is included in their package.   It also shows a ****** Oyster Card for both Mr. and ***************.   On Page 3 of the itinerary, along with showing their hotel, it has a list of the pre-paid tours they chose as part of their package.   Again, our Advisors were very clear this is an unescorted tour, meaning it was their responsibility to arrive at each tour by their own means.
  
  The ****** approved this itinerary in an email to our Advisor on September 22,2023, and authorized Vacations by TravelPlex to charge their credit card for the deposit on the land portion of the trip, along with the Insurance coverage they both selected for the trip.   .
  
  Additionally, on September 22, 2023, our Advisor booked 2 ********* airlines tickets on ****** Airlines for Mr. and *************** to ******.   At the ****** direction, both tickets were booked in Coach class, and The ****** were advised the tickets were Non-Refundable, per ****** Airlines rules.
  The cost of the airfare was charged to the ****** personal credit card, which they provided to our Advisor.
  
  Final payment for the ****** trip was made on their approved itinerary on January 19th, 2024,by their personal check, which they mailed to our office.
  
  On March 15,2024, we received a call from the ****** indicating they wanted to cancel their trip, two (2) weeks prior to their departure date.
  The ****** noted that they did not realize transportation to and from their hotel each day for the individual tours was not included.  Additionally, due to his age, they would not be able to walk, use a bus or even a cab to get around ******.   Please note that most of the tours they chose and approved for this itinerary include extensive walking or use of a bus during the tour.
  
  Our Advisor discussed the reasoning for them wanting to cancel and made suggestions for alternate modes of transportation, including using cabs or private cars to get to and from their tours.   The ****** did not want to explore any of these options.
  
  Vacations by TravelPlex has an excellent working relationship with Avanti, the tour operator, that that was selected for this trip.    We immediately contacted ****** and informed them the ****** wanted to cancel their trip, which Avanti did.    The cancellation penalty, because they were so close to their departure date was $400 per person, plus a $137 document fee,for a total of $937.
  
  Additionally,Vacations by TravelPlex was advised, via email by the ******, to cancel their non-refundable ****** airlines tickets, which we did.
  ****** airlines offers travelers the ability to use those tickets for up to 1-year, or receive a refund, minus a $250 penalty.   The ****** advised they wanted a refund of the fare, minus the $250 penalty per person.   This is a ****** Airlines penalty, not a Vacations by TravelPlex penalty.  TravelPlex has kept none of the ****** funds, nor have we earned any money on their reservations.
  
  Lastly, because the ****** had cancelled their trip for a non-medical reason,travel insurance they had purchased to cover their trip was not able to be used.  Travel insurance premiums are never refundable.   Our Advisors worked with Travelex Insurance, the insurance provider and were able to negotiate a full credit towards future travel for the ****** without any penalties, on the ****** behalf.
  
  To summarize keys to the ****** complaint:
  They did discuss both escorted and unescorted tours, but they chose the unescorted tours because of cost.They received a copy of their exact itinerary to review before they chose to make the deposit and book their space.
  
  They were advised, both in person and in phone conversations, that their package included an Oyster Card.This was also on the detailed itinerary provided by Avanti to the ****** on September 21, 2023, in writing, via email, before they chose to purchase the trip.
  
  The ****** claim they have limited mobility due to medical reasons, yet they chose an itinerary with extensive walking tours in ******.
  
  Mr. and *************** were told in face-to-face meetings with our Advisors as well as given a detailed itinerary of their trip prior to their making any deposits and had months to review the itinerary before making payments on their trip that their trip included an Oyster Card for each traveler which allowed them access to the ****** transportation system.
  
  ************** sent an email to our Advisors outlining his dissatisfaction with the final itinerary of the trip and expressing why he wanted to cancel the trip.In the email, ************** stated We thought we had 100% cancellation insurance.  **** and I are not worldly travelers and maybe it was our fault that we didn't read the fine lines.
  
  Vacations by TravelPlex has been trying to work with the ****** on an amicable resolution to this complaint, even offering to split the cost of the $937 Avanti penalty.   (We have attached a copy of that email as well)
  
  Vacations by TravelPlex has been in business for over 30 years and prides itself on working with a broad range of customers to customize and personalize their vacation plans.   We strongly disagree with the claims the ****** have made.
  
  Sincerely
  *****************************
  President
  TravelPlex &  Vacations by TravelPlex
  
  

  Customer Answer

  Date: 04/08/2024

  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.  We previously told them that we did not agree but would accept their offer of $6,087.50.  We still have not received the check.  When may I expect our refund? I sincerely thank the BBB for involvement in this matter and bringing about resolution.  

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