ComplaintsforFriends Tours and Travel, Inc.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A trip to Israel was planned through Utica Baptist Church in Seneca SC in 2023. I was invited by one of my childhood friends. I sent a check for $1500.00 in September 2023. We were told later that the trip was cancelled because of the war in Israel. It wasn't safe to go! I tried to get my money back then, but the answer was, I could only get $1000.00 back, so I tried to hold out with this group for the next year which would be January 2025. Then the war was worse, so the trip was cancelled again. I am trying to get my money back, at least $1400.00 of it, but they said No I could only get $1000.00 back. They asked if I would like to leave the money in there and go with the group in January 2026. I told them that I have a pacemaker and a heart valve leak and I don't even know if I will be here in 2026. I have a friend that was going on the same trip that got $1400.00 back. I just want to be treated fairly. I live on a fixed income and was really looking forward to going to Israel. The money that I had given them was money saved and birthday money. I had bought my passport 7 years ago and never have used it. I have never been outside the US, so that tells you a little bit of how much I travel. To lose $500.00 is a lot of money to me, so all I am asking is that I can get at least my $1400.00 out of $1500.00 back. I appreciate any help that you can give me! Thank You! ***** ***** ******

  

  Business response

  09/18/2024

  We are writing in response to a complaint submitted by ***** ****** regarding a rescheduled tour and a non-refundable deposit.
  The traveler originally booked a tour with us, which was rescheduled due to concerns about the conflict in Israel. It is important to note that the tour was never canceled, only rescheduled at the request of the group’s host due to apprehensions from travelers about visiting the area. Despite these concerns, we have had other groups who have traveled to the region safely during the same period.
  Per the signed terms and conditions of the booking, the $500 deposit is non-refundable. This policy was made clear at the time of booking and remains applicable in cases of rescheduling. However, given the exceptional circumstances, we have made an exception in this case. Rather than forfeiting the deposit entirely, we offered the traveler the option to transfer the deposit to another traveler or apply it as a credit toward future travel with our company, providing flexibility and a fair solution.
  Additionally, the traveler had previously canceled their participation in the tour but was allowed to rejoin without incurring any additional fees or penalties. This was a courtesy extended to ensure a positive experience for the traveler.
  The complaint references another traveler who was eligible for a different cancellation policy. This particular traveler signed up after the tour had already been rescheduled and was subject to a different payment schedule and cancellation terms. Due to confidentiality, we do not typically discuss other travelers' bookings or refund eligibility, but we can confirm that the differences in policies were based on the timing and circumstances of each booking.
  We believe we have made every effort to accommodate ***** ****** within our established policies, while also providing flexibility in response to the unique situation. We are open to further discussion to assist the traveler in applying their deposit toward a future trip or transferring it to another individual.
  Please let us know if additional clarification is needed.

*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. ↩