Complaints

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

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• 

  WorldStrides

  218 W Water St # 400 Charlottesville, VA 22902-5062

  
• 

  Explorica, Inc.

  101 Federal Street, Suite 900 Boston, MA 02111

• 

  Explorica, Inc.

  101 Federal St Ste 900 Boston, MA 02110-2037

• 

  WorldStrides

  3060 Washington Road, Suite 240 Glenwood Office Park Glenwood, MD 21738

• 

  WorldStrides

  2 Heritage Dr Ste 402 North Quincy, MA 02171-2166

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 12 year old daughter attended a soccer trip to ***** in March. She was with a group but she was the only child travelling without a parent. The trip cost over $4,000. Going to ***** and coming home, she was the ONLY child that did not receive her boarding passes at check in. On to the way to *****, this resulted in her being stranded in the ************* alone for 12 hours (thankfully another mom stayed with her). Worldstrides made no effort to remedy the situation. They could have gotten on 4 different flight but instead they told the mom to deal with the airline customer service desk. So they ended up missing over a full day of their trip. Worldstrides then made plans to put my 12 year old and a mom in an **** in a foreign country at midnight alone. Only after legal threat did they agree to send a representative to the airport and get them to the hotel. It once again occured on the way home, thankfully her coach was able to get her to ******* before having to go to customer service and get her a boarding pass. I have asked them for a refund equal to one day of the trip (roughly $600) and they are refusing. They are claiming there was nothing they could do and offered $150 as goodwill. They were responsible for booking all the airfare and tickets, they were responsible for all the travel and now they are claiming it was all out of their control.

  Business Response

  Date: 04/11/2025

  Dear ******, 

  Thank you for reaching out regarding your recent travel experience. We sincerely apologize for any difficulties you encountered during your trip and regret any inconvenience this may have caused you and your travel companions.

  While your reservations were confirmed, please be aware that airlines independently review passengers'documentation to ensure all travel requirements are met before issuing boarding passes. These policies are set by the respective airline and are beyond our control.

  Although this situation falls outside our standard policies, we understand how frustrating it can be. As a gesture of goodwill, we are issuing a refund of $150. We hope this helps to alleviate some of the challenges you faced.

  As you have purchased the Travel Protection Plan, please contact Trip Mate to submit a claim under the coverage reasons listed below:

  - Trip Mate contact Information: **************. // ****************
  - Policy Number: UF380D
  Travel Protection Plan: Trip Mates standard travel protection plan covers you for the following events:
  A travelers injury, sickness, or death of a family member
  Theft of passport or visas
  Flight cancellations due to strike or bad weather
  Loss of luggage and personal effects
  Trip cancellation or trip interruption due to covered reasons such as a covered sickness, illness, injury, or death
  Trip cancellation or trip interruption due to terrorist acts, as defined.
  
  We appreciate your patience and understanding during this process. Please know that you are a valued customer of **********************, and we look forward to providing you with a better experience in the future.
  Best regards,
  ******** *******

  Customer Answer

  Date: 04/12/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am requesting $600 refund to cover the full day my child missed of her trip.  Not to mention the emotional distress of being stranded in a foreign country alone.  Worldstrides made no efforts to get her to the destination sooner and disregarded her safety by planning to put her in an **** at midnight in a foreign country.  
  

  a one day refund seems like a small amount to ask for. We paid over $4,000 for worldstrides to mange this trip and they failed. 
  
  Regards,
  
  ****** ********
  
  
  
  

  
  

  Business Response

  Date: 04/18/2025

  Dear Mrs. ********************** you for getting back to us regarding your concerns. I would like to provide some clarity on the situation and our policies.

  
  On the first day of the tour, there was no scheduled activity as this day is typically reserved for travel to the tour location. The amount of compensation provided is a token of appreciation for the participants. Although this situation falls outside our standard policies,we understand how frustrating it can be.

  
  It is a requirement for chaperones to stay with the students at all times for security reasons, ensuring their safety and well-being throughout the trip. This policy is in place to maintain a secure environment for all participants.

  
  Regarding the insurance, we invite you to file your claim. Please note that the refund will be determined by Trip Mate based on the reason for your claim and the activities missed. We will be more than happy to collaborate and provide all the details and information requested by them. The insurance provider will assess the circumstances and decide accordingly.

  
  At this point, no additional refund will be granted beyond the compensation already provided, as this falls outside of our policies in place. We appreciate your understanding in this matter.
  
  Best regards, 

  ****** *****

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This company has not taken any responsibility for leaving my daughter in a foreign country for 12 hours.  They have only placed blame on the airlines and other parties.  They are so worried about making a profit that they can't admit their mistakes and compensate us in the right way.  I have reached out to the law firm that already won one lawsuit against them for $5 million for the death of another student.  So clearly they don't care about the kids they are supposed to be in charge of.

  All I am asking for is one day of compensation for what my daughter missed out on.  Let alone the emotional damage she went through.  They can't be bothered with a $600 refund so I will work with that legal team on next steps.

  
  Regards,
  
  ****** ********
  
  
  
  

  
  

• Initial Complaint

  Date:03/27/2025

  Type:Order 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.

  Dear Better Business Bureau team,Im reaching out to request your legal support in filing a complaint against Explorica, the vendor responsible for organizing my daughters school trip. The trip was unilaterally rescheduled to April 2026more than a year laterdue to insufficient student recruitment, an issue completely outside of my control. The new dates are unreasonable and simply dont work for our schedule.Despite these circumstances, Explorica has refused to issue a full refund ($2408) and penalized me for $199 (that consists of cancellation fee and non-refundable deposit) I find it unacceptable that I am being penalized for problems arising from their inability to secure enough participants. I trusted that the schools original plan would be followed, and now Im facing major inconvenience and unexpected expenses. I respectfully request your assistance in resolving this matter, ensuring that Explorica is held accountable for their unfair business practices and declining parents requests to return money for the service that was not provided. I am seeking a full refund and would truly appreciate any guidance you can offer on how to proceed further.Thank you for your assistance.

  Business Response

  Date: 03/31/2025

  Dear *****,

  Thank you for reaching out to us regarding your recent experience. We appreciate your feedback and take all customer concerns seriously.
  Upon reviewing your complaint,we understand that you are requesting a specific action or request that is not covered by our standard Terms and Conditions. While we strive to accommodate our customers needs, there are certain limitations outlined in our policies.Please see our standard policies below:

  Standard Cancellation Policy: The services and value we provide begin long before your date of departure, and there are significant unrecoverable costs as your departure date approaches.Therefore, if you do not enroll in the Cancel for Any Reason Plan and you, the Program Leader, school, or school administration cancel beyond the 24-hour grace ******* WorldStrides will be entitled to retain (in addition to the Non-Refundable Fees): $199 fee if more than 95 days (flight groups) OR $129 fee if more than 95 days (bus groups) 50% of all fees + $99 non-refundable fee if between ***** days 100% if 44 days or less

  Program Changes Made by WorldStrides: Changes or substitutions in hotels, itinerary, inclusions, or airports may be made depending on your travel dates, arrival and departure times, national holidays, and events beyond WorldStrides control at the discretion of WorldStrides as it deems necessary or desirable. On certain dates some attractions or activities may be closed, and the availability of some venues advertised or communicated cannot be guaranteed. Some venues may require special equipment. Venues may also close without prior notice due to public holidays, festivals and routine maintenance. In these instances, no refunds can be given. Whenever possible, suitable alternatives will be provided.WorldStrides reserves the right to change the date of departure by no more than two days from the original departure date (Oct-Apr) and three days in the summer *********** These changes are not grounds for cancellation without penalty or for refunds after the tour. On occasion, WorldStrides must change dates of a scheduled program by more than 3 days as the result of Exceptional Circumstances, as defined below, or as a result of operational challenges or difficulties, including without limitation, travel restrictions, event cancellations, facility closures, government-imposed restrictions/closures, or other reasons beyond the control of WorldStrides. Should WorldStrides need to change the dates of a scheduled program by more than 3 days, we will work with your groups Program Leader to reschedule your trip to dates that work for your group. If you elect to cancel because your program dates are changed by more than 3 days, the policy regarding Cancellation due to Exceptional Circumstances may apply.

  We apologize if this causes any inconvenience. However, we kindly ask for your understanding that our policies are in place to ensure fairness and consistency for all our customers.

  If there is an alternative solution we can explore within the existing guidelines, we would be more than happy to assist. Please feel free to share any additional details or context,and we will do our best to find a resolution.

  Thank you for your understanding.

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint. Explorica/WorldStrides explanation is unacceptable and does not resolve the core issues of unfair cancellation fees and unilateral rescheduling. I maintain my demand for a full refund. Thank you very much for your assistance in mediating this dispute.
  

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

  Dear Explorica/WorldStrides representatives,
  
  I appreciate your response regarding my complaint. However, I formally challenge Exploricas justification for imposing a $199 cancellation fee following the cancellation of my daughters school trip.
  
  1. Unfair and Unconscionable Contract Terms
  * The June 2025 trip was canceled by Explorica/WorldStrides due to low enrollment, not by me or other parents. This vendor-driven cancellation should not result in penalties for participantsthe risk of insufficient enrollment falls on the tour operator, not the consumer.
  * Explorica canceled the trip before completing student recruitment or collecting even 50% of the total cost, making claims of unrecoverable expenses questionable. If significant costs were incurred, I request a detailed breakdown, as retaining my payment under cancellation penalties is unjustifiable.
  
  2. Unilateral Rescheduling Without Consent
  * Instead of consulting families or offering alternatives, Explorica/WorldStrides unilaterally rescheduled the trip to April 2026.
  * Since this date does not work for my family, I had no reasonable option but to request cancellationa direct consequence of Exploricas decision to cancel the original trip.
  * While Explorica reserves the right to make minor date adjustments (e.g., two to three days), postponing the trip by nearly a year is a substantial contract change.
  * Additionally, low enrollment does not constitute "exceptional circumstances" comparable to natural disasters or government-imposed travel bans.
  
   Request for Full Refund
  I formally request the return of my full payment ********, including the $199 cancellation fee, because:
  * The 2025 trip was canceled by Explorica, not me. My cancellation of the rescheduled 2026 trip was a direct result of this decision.
  * The rescheduling was done without parental consent, significantly altering the original agreement.
  
  Regards,
  ***** **********
  
  
  
  
  

  Business Response

  Date: 04/03/2025

  Dear *****,
  

  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.

  We regret to hear that you and your child are unable to travel at this time. Please note that the quoted price is contingent upon a minimum number of travelers and may be subject to adjustment if this minimum enrollment is not met. In such instances, we are pleased to offer alternative options to facilitate your group's travel plans.

  The decision made by your group to postpone the trip was in the best interest of the travelers, allowing more students to join while also providing the opportunity to cancel with a reduced cancellation fee for those who choose to do so.
  Our group travel services are valuable and commence well before the planning of this trip. Therefore, if your group decides to alter the itinerary and you are unable to proceed with the trip, any cancellations will be subject to our standard cancellation fee.

  Standard Cancellation Policy: The services and value we provide begin long before your date of departure, and there are significant unrecoverable costs as your departure date approaches.Therefore, if you do not enroll in the Cancel for Any Reason Plan and you, the Program Leader, school, or school administration cancel beyond the 24-hour grace ******* WorldStrides will be entitled to retain (in addition to the Non-Refundable Fees): $199 fee if more than 95 days (flight groups) OR $129 fee if more than 95 days (bus groups) 50% of all fees + $99 non-refundable fee if between ***** days 100% if 44 days or less

  Thank you once again for choosing our brand, and we hope to have the opportunity to serve you better in the future.

  Best regards,
  ******** *******

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear ******** ******* and Explorica,
  

  Thank you for your response. However, I strongly disagree with how this situation has been presented and find the cancellation fee completely unfair.
  

  1. The trip was canceled by Explorica/WorldStrides , not by parents

  The June 2025 trip was canceled by Explorica/WorldStrides due to low enrollment, not by me or other parents. This vendor-driven cancellation should not result in penalties for participantsthe risk of insufficient enrollment falls on the tour operator, not the consumer.

  Parents were not given a choice in this matter, nor did we collectively decide to "postpone" the trip. It is misleading to suggest that the  decision was made "in the best interest of the travelers" when, in  reality, families were given no input.

  2. Unilateral rescheduling without consent
  Instead of consulting families about alternative options, Explorica/WorldStrides unilaterally pushed the trip to April 2026nearly a full year laterwithout seeking parental approval.
  This significant change forced me to cancel, as the new date is not feasible for my family.
  

  3. Cancellation fees are unjustified
  At the time of cancellation, Explorica/WorldStrides had not even completed student recruitment or collected full payment. Explorica/WorldStrides has not provided any proof that significant costs were actually incurred. The documents sent to justify these expenses were irrelevant and contained empty blanks, further reinforcing my concern that these charges are unjustified.

  4. Since the original trip did not proceed due to Explorica/WorldStrides inability to meet enrollment requirements, retaining my payment under a cancellation penalty is unfair and unjustifiable.
  Request for Full Refund. Given that my cancellation was a direct consequence of Explorica/WorldStrides unilateral changesnot a voluntary withdrawalI formally request a full refund of my ******** payment, including the $199 cancellation fee.

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

  Business Response

  Date: 04/07/2025

  Dear **** and Mr. **************** are sorry that you are feeling dissatisfied with our Terms and Conditions and cancelation process, we would like to reiterate to you that our best interest is the satisfaction of our customers. 
  We worked with your program leader to be able to give you and the entire group the best possible alternate option due to the group's low enrollment, and the decision made was with the intention not only to offer you a great experience but also not to cause an economic impact on you.
  
  We are sorry you feel we had the intention to keep your investment, and we want to reiterate to you that this was never our purpose. However, in order to complete your registration, you were requested to review our terms and conditions, which state that the cost of your trip is based on a minimum number of students registered, and it clearly outlines that the program is subject to changes.
  If you or your group reschedules to a new destination or date and then decides to cancel, the cancellation fees will be calculated from the date of transfer from the original tour and standard cancellation fees will apply.
  
  The price quoted is based upon a minimum number of travelers. The price quoted is also subject to adjustment if the minimum enrollment is not met, if the program content or itinerary changes, or in the event of circumstances beyond WorldStridess direct control. Your group may be combined with other group(s)on the program to reach minimum. The combinations may not be of the same age level or have the same itinerary. If the Program Leader chooses not to be combined and travels with less than the minimum number of participants, an additional cost will be charged to your account.
  
  We are sorry your trip was changed, and we know that canceling was not ******** a token of appreciation and in means to make up for any inconveniences this situation may have caused, we would like to offer a $100.00 discount for a future trip.
  Once again,thank you for choosing WorldStrides. We truly value your business and hope to have the opportunity to serve you again in the future.
  
  Best Regards, 
  
  ****** *****

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would NOT resolve my complaint.
  

  Thank you for forwarding WorldStrides' response. While we appreciate their acknowledgment, their reply fails to resolve the main issue or provide a fair resolution.
  

  WorldStrides postponed our trip from May 2025 to April 2026, citing low enrollment. This significant delay alters the nature and timing of our agreement. Despite multiple attempts to resolve this, we were given no alternativeseither accept the nearly year-long delay or cancel and lose a substantial portion of our payment. This is not a reasonable choice.
  We do not believe WorldStrides' terms and conditions authorize holding funds for a year with no refund option. Additionally, the offered $100 discount does not adequately compensate for the disruption caused. Moreover, after the frustrating experience we've had communicating  with Explorica/WorldStrides, we find it difficult to trust the  organization with our child's travel.
  

  We continue to request a full refund.

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

  REPLY TO THE BUSINESS:
  

  
  Hello ****** and Explorica/WorldStrides Team
  
  Thank you for your response regarding our complaint.
  
  We appreciate your acknowledgment of our concerns, however, the situation has not been handled fairly.
  
  Our family originally registered for a trip scheduled for May 2025. We were recently informed that the trip was being postponed to April 2026nearly a full year laterdue to low enrollment. While we understand that unexpected circumstances can arise, this is not a minor adjustment. It fundamentally changes the timing and feasibility of the trip for our child and our family.
  The new dates do not work for us. A year is a long time in a students life. Academic priorities, schedules, and personal circumstances can shift dramatically in that time. We were not offered a true choice in the matterjust an option to accept the new date or cancel with significant financial penalties. That does not feel right or fair, especially given that this change was not our decision.
  
  We also want to point out that while your terms and conditions mention the possibility of changes due to enrollment numbers, they dont clearly suggest that postponing a trip for an entire year would be acceptable without offering families a full refund. The way these terms are applied leaves families in a vulnerable position, with little room to make decisions that are right for them.
  
  Additionally, the $100 future trip discount does not meaningfully address the disruption or financial strain this has caused. We had made plans around the original schedule, including work and family commitments, and have now been placed in a position where we are either forced to wait another year or lose a substantial portion of our payment.
  
  Moreover, after the frustrating experience we've had communicating with Explorica/WorldStrides, we find it difficult to trust the organization with our child's travel. If a problem arises, this situation has shown how it may be handledwithout adequate transparency, flexibility, or care for the families involved.
  
  We sincerely hope you will take this request seriously and respond with a resolution that respects the trust we placed in your company.
  
  ***** and **** **********

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son had to cancel his Worldstrides trip to **. My son is autistic & fell and sprung his ankle. The doctor said he could not go. Now they wont refund my money. I have documentation of his medical issues. It cost $1290.

  Business Response

  Date: 03/24/2025

  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.
  We are extremely sorry that ****** will be unable to attend his trip due to health concerns. While we empathize with your situation, we must confirm that the exception you are requesting falls outside of our terms and conditions.
  Our records indicate that you completed your registration on our website. During the registration process, the system provided a link to our Letter of Terms and Conditions when offering the Full Refund Program. This document clearly states that if the Full Refund Program is not added, in case of cancellation of the trip by yourself, the school, the school administration, or the teacher in charge, your accounts would fall under the Standard Cancellation Policy outlined below:
  
  Time of Account Cancellation Cancellation Fees Applicable
  75 days or more before departure 25% of the base trip price (or $120 if BTP is less than $400)
  74-45 days before departure 50% of the base trip price
  44 days or fewer before departure 100% of the base trip price
  
  Our services and value begin well before your departure date, and as that date approaches, there are significant unrecoverable costs. Therefore, if you, the Program Leader, school, or school administration cancel beyond the 24-hour ***** period and have not enrolled in the Full Refund Program, WorldStrides will retain (in addition to the Non-Refundable Fees):
  At the moment, the only exception we can offer you is a $100.00 refund, which will be processed within the next three weeks. These funds will be sent back to the payment method associated with your accounts.
  We are very sorry that your child was not able to travel, and we understand that canceling was not ideal. However, at the moment we received your cancellation confirmation, it was one day prior to the departure date of the trip, and your investment was used to pay for your child's reservations.
  Once again, thank you for choosing WorldStrides. We truly value your business and hope to have the opportunity to serve you again in the future.
  
  Best regards, 
  
  ****** *****

• Initial Complaint

  Date:03/18/2025

  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.

  My husband and I, both seniors on Social Security, donated by charge card twice last year for our Grandson's class trip to ** through his middle school. The first time was 3/25/2024 in the amount of $510 ($500 donation plus $10 "service charge". Then the same amount 12/13/2024. Recently his mother informed us that she had cancelled the trip because they couldn't afford it. We received a refund to our **** for $510 his other grandmother received a credit for $200. When I called WorldStrides about the second refund for $510 I was told that they were keeping it for a "cancellation fee". We were the lucky ones because we were the first to donate. I have no account with, nor have I ever signed a contract with WorldStrides.

  Business Response

  Date: 03/19/2025

  Dear ******,

  Thank you for reaching out to us regarding your recent experience. We appreciate your feedback and take all customer concerns seriously.

  Upon reviewing your complaint,we understand that you are requesting an action that is not covered by our standard Terms and Conditions. While we strive to accommodate our customers'needs, there are certain limitations outlined in our policies. Please note that any donations will be considered part of the retention fees once the account is canceled.
  
  Please see our standard policies below:

  Standard *************************** services and value we provide begin long before your date of departure, and there are significant unrecoverable costs as your departure date approaches. Therefore, if you do not enroll in the Full Refund Program (discussed below) and you, the Program Leader, school, or school administration cancel beyond the 24-hour grace ******* WorldStrides will be entitled to retain (in addition to the Non-Refundable Fees):
  25% of the base trip price (minimum charge of $120 if the base trip price is $400 or more) if your cancellation letter is postmarked more than 75 days before the groups departure.
  50% of the base trip price if your cancellation letter is postmarked 45 to 74 days before the groups departure.
  100% of the base trip price if your cancellation letter is postmarked 44 days or fewer before the groups departure.
  We apologize if this causes any inconvenience. However, we kindly ask for your understanding that our policies are in place to ensure fairness and consistency for all our customers.

  If there is an alternative solution we can explore within the existing guidelines, we would be more than happy to assist. Please feel free to share any additional details or context,and we will do our best to find a resolution.
  Thank you for your understanding.

  Best regards,
  
  ******** *******

• Initial Complaint

  Date:03/03/2025

  Type:Order 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.

  On November 15, myself and **** ***** signed three separate contracts with WorldStrides agreeing to a payment plan for a trip to *****. The payment plan started on Dec. 15th and ends on 8/15/25 for all three contracts. I can attach. As of 3/1/25, I was notified by looking at my account (not by writing) that as of 3/18/25 they planned to deduct the rest owed on the trip which was not stated on the contract. I emailed and was told I could have the plan go back to as is (I can also provide this email) if I called customer service. I did this and they said that I had to pay prior to the trip which is not listed on the contract and also said I signed a document that stated this but cannot furnish that document. I have all three signed documents. I would like my payment plan to be followed as we signed because this is fraudulent practice.

  Business Response

  Date: 03/06/2025

  Dear ********,

  Thank you for taking the time to share your review with us. We genuinely appreciate your honesty and value your feedback. We are truly sorry that your experience did not meet your expectations. Your comments are crucial to our continuous improvement, and we take them very seriously.
  We apologize for any inconvenience you faced and are committed to making things right. Our team is actively addressing the issue you raised, and we are working diligently to prevent similar situations in the future.

  Following your conversation with our agent, we investigated the issue and confirmed that a change in your tour caused a system glitch, resulting in an incorrect payment plan on your accounts. This issue has now been corrected, and the payment plan is reflecting accurately. However, we were unable to process your March payment. Please kindly log into your account and process the $299.00 payment for each of your accounts.

  Thank you once again for choosing our brand.

  Best regards,
  ****** *****

  Customer Answer

  Date: 03/07/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******** *****
  
  
  
  

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair 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.

  My son was supposed to go on a field trip with the school. The school ended up postponing the trip back by a year. The graduating seniors were supposed to be fully refunded due to them not being able to go since they would have graduated. The company is not refunding all of the money like they said would. On feb *******, I looked online and it had the new dates for the trip which was April 2026. then a couple of days later, it stated on the site (same place I looked a couple days prior) that the trip was canceled. They did that so they would not have to pay the full refund. I have emails and I called the company. I can provide documentation upon request

  Business Response

  Date: 03/06/2025

  Dear Mrs. *************** hope this message finds you well.

  Thank you for sharing with us your recent experience. We greatly appreciate your feedback and take all customer concerns very seriously.
  Upon reviewing your complaint, we would like to extend our deepest apologies for the confusion caused by the different cancellation policies provided to you following the unexpected changes to your childs trip.We understand how frustrating this situation must be for you.

  Please be assured that we are actively working on finding a solution. As per the terms and conditions you agreed to upon registration, and given that the entire tour was canceled, you are subject to the standard cancellation policy. The attached document outlines these terms for your reference.

  We sincerely appreciate your patience and continued support during this time. As soon as we have an update, we will promptly connect with you. We value your business and are committed to addressing your concerns effectively.
  Thank you once again for bringing this matter to our attention.
  
  Warm regards,
  
  ****** *****

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* ******
  
  
  
  
  

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ********** did not breach the contract. They did not cancel the trip. They  postponed it. The company canceled the trip. Please see attached documents which shows I paid in full, then ********** postponing the trip, the email the teacher sent to everyone and then the document that says cancelled that the company took upon themselves to cancel without the schools consent. It clearly shows on one of my forms that the school postponed it. 
  I believe I sent the attachments yesterday. 

  Regards,
  
  ******* ******
  
  
  
  

  
  

  Business Response

  Date: 03/12/2025

  Dear *******,

  Thank you for taking the time to share your review with us. We appreciate your honesty and value your feedback. We are truly sorry that your experience fell short of your expectations. Your comments are essential to our continuous improvement, and we take them seriously.

  We apologize for any inconvenience you faced, and we are committed to making things right. Our team has actively addressed the issue you raised, and after diligent work, an exception to the cancellation policy has been granted for you and the entire group.

  As part of this exception, we will retain a total of $212.00 from your account for the unrecoverable costs. Therefore, you will be receiving a refund of $913.00. Your refund will be issued within the next two weeks.

  Thank you once again for choosing our brand. We hope to have the opportunity to serve you better in the future.

  Best regards,
  
  ****** *****

  Customer Answer

  Date: 03/14/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******* ******
  
  
  
  

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising 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.

  World Strides keeps calling my classroom while I am teaching at a public school. I have had my district block several different numbers from them, asked World Strides to put me on a do not call list, and expressed numerous times my desire for them to cease contact. They have began spoofing phone numbers so that they can still get through and interrupt my class while I am teaching.

  Business Response

  Date: 02/21/2025

  Dear *******,

  Thank you for taking the time to share your review with us. We appreciate your honesty and value your feedback. Were truly sorry that your experience fell short of your expectations. Your comments are essential to our continuous improvement, and we take them seriously.

  I have contacted the corresponding teams to remove you from the contact list as requested, we apologize for any inconvenience you may have faced, and were committed to making things right and well work diligently to prevent similar situations in the future, Thank you.

   Best regards,

  ******** Escobar 

  Customer Answer

  Date: 02/23/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******* *****
  
  
  
  

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair 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.

  On 01/30/2024 I booked my daughter and I on a school trip that was being offered. The trip was set to take place on 05/26/2025 and we would be traveling to ***********, *****, ****** and *****. We reserved our spots and have been paying monthly installments for over a year. On 02/07/2025 we received notice from our tour director at school at there was not enough signed up for this trip so the trip would be canceled and we would be moved to a trip departing 05/28/2025 with completely different locations (***** and *********) and with an increase in cost. We were never informed over the past year that the trip could be canceled and we would be put on a different trip on different dates. Since the new dates or destinations did not work for us and we knew the cancellation policy we immediately called explorica that day to cancel. The day we found out would have been exactly 110 days until the new trip which means it was the last day to cancel before 50% cancellation fees went into affect. We were told on this date when we called there was nothing explorica could do because they had not added the new trip to our account yet. (Remember they changed the trip without our consent and at exactly 110 days but did not add it to their system preventing us from canceling and receiving a refund.) Since this date we have called multiple times and asked to cancel and every time they say they will work with us, they will call us back and we hear nothing. The new trip has finally been added to our account over the weekend 2/14 and weve now tried to call again and been told theres nothing they can do and we will lose 50% of our deposits because we wont be going on the new trip. So far weve paid $3,669.00 per person on a trip that was canceled by them! I believe this is almost criminal as they knew the trip would not happen and waited to change in it in the system until after the 110 day cancellation period purposely even though we called repeatedly to cancel on the 110 day.

  Business Response

  Date: 02/20/2025

  
  Dear Kali,

  Thank you for reaching out to us regarding your recent experience. We appreciate your feedback and take all customer concerns seriously.

  Upon reviewing your complaint, we understand that you are requesting the cancellation fees to be adjusted to $599.00 per person.We have updated the accounts accordingly to reflect the requested cancellation fees of $599.00 per person. Please find the attached invoices for your reference.

  We apologize if this causes any inconvenience. We appreciate your patience and understanding during this process. Please know that you are a valued customer of **********************, and we look forward to providing you with a better experience in the future.

  Thank you for your patience and continued support.We value your business and hope to address your concerns effectively.
  Best regards,

  
  

  Customer Answer

  Date: 02/20/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  **** *******
  
  
  
  

• Initial Complaint

  Date:02/13/2025

  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.

  I canceled a tour with explorica in January of 2024, I was told the refund would be sent via check. The address which the company had was incorrect as it did not have an apartment number and I never received it. I called again in December after I returned from sea and asked that the check be sent to my new correct address. I was assured that the check would be sent on 12/20/2024. I did not receive it so I called again on the 1/16/2025 and was told that the company was experiencing difficulties with refund dispersing due to COVID and that a check would be issued **** and I could expect it in 2 weeks. I called again on 01/29/2025 and was told that the check hadnt been mailed but that a priority rush would be put on it and I should look for it in the coming week. I still hadn't received anything by 02/10/25 so I called again and was assured the the check was mailed on 02/07/2025. Today is the 02/12/2025 and I still have not received my check so I called again, and was told that the check had not been mailed yet but it would go out on 02/13/2025. Seriously frustrating.

  Business Response

  Date: 02/24/2025

  Dear ********

  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.

  First and foremost, please accept our sincere apologies for the delay in processing your refund. Despite our efforts to expedite the process, an error in our system prevented this from happening as promised.

  We are pleased to inform you that we are now working to send your refund check via **** delivery no later than February 28th, 2025. Please allow 10 to 12 business days for the check to be delivered.

  We appreciate your patience and understanding during this process. Please know that you are a valued customer of **********************, and we look forward to providing you with a better experience in the future.

  Best regards,
  ******** *******

  
  

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******** *********
  
  
  
  

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We canceled our daughter's trip within their cancellation window (1/30/24) due to her upcoming college schedule. It is now 2/12/25.This company says to allow 6 weeks for a refund. We have. They take at least 1 week to respond to email inquiries for refund updates, if they reply at all. At this point, we are due $1193 of our refund since they keep $575 as nonrefundable deposit. They only process refunds by paper check, which is just ridiculous. We are still awaiting our refund and are thoroughly unimpressed by the lack of professionalism. We would like them to stop being scammy and just refund us.

  Business Response

  Date: 02/17/2025

  Dear *****,

  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.

  First and foremost, please accept our sincere apologies for the delay in processing your refund. Despite our efforts to expedite the process, an error in our system prevented this from happening as promised.

  We are pleased to inform you that we are now working to send your refund check number ****** via **** delivery no later than February 14th, 2025. Please allow 7 to 10 business days for the check to be delivered.

  We appreciate your patience and understanding during this process. Please know that you are a valued customer of **********************, and we look forward to providing you with a better experience in the future.

  
  Best regards,
  ******** *******

  Customer Answer

  Date: 02/17/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They have emailed me in the interim stating that the check would be mailed by Feb 21st. It does not take 7 to 10 days for **** to get a letter from point A to point B anywhere in the ****

  Further, to state the check number and that they are "working to mail it" by Feb 14th is absurd. I have read the reviews online, of which there are many, detailing exactly this runaround- always another 2 weeks, another system error, another 2 weeks. This company is clearly not financially solvent enough to be running international trips. They could simply process refunds electronically, or mail the paper checks as agreed by their contract. They are just rolling the dice continually hoping that any one individual customer will not take legal action.

  If they have indeed printed a check with that number on it and mailed it by Feb 14th (and it is now Feb 17th), they could send an image of said check, and I would already have a scan of the postmarked envelope in my **** notification email, which I do not.
  
  Regards,
  
  ***** *****
  
  
  
  

  
  

  Business Response

  Date: 02/20/2025

  Dear *****,

  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.

  First and foremost, please accept our sincere apologies for the delay in processing your refund. Despite our efforts to expedite the process, an error in our system prevented this from happening as promised.

  We are pleased to inform you that we are now working to send your refund check number ****** via **** delivery no later than February 14th, 2025. Please allow 7 to 10 business days for the check to be delivered.

  We appreciate your patience and understanding during this process. Please know that you are a valued customer of **********************, and we look forward to providing you with a better experience in the future.

  Best regards,
  ******** *******

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is an identical response to what I have already received. It is Feb 20th. If they had mailed the check Feb 14, it would have arrived. It is also not included in **** scanned images of my incoming mail, so I am sure they have not mailed it. I would like to see proof of mailing the check. Since I do not believe they have mailed it yet, I would like it sent via trackable mail.

  
  Regards,
  
  ***** *****