ExploreTripReviews 1,330

The most horrific experience I've ever had with any customer service department. They promised to sort my ticket out numerous times and to call back with the correct flight info, yet they never called or emailed until I recorded their names and habitually asked to speak to a supervisor. In the end, after 7 days of calling and wasted time and long distance calls, they still did not get my ticket corrected. I had to come out of pocket to pay for the last leg of my trip. If you are planning to book with them,. DO NOT! They care nothing for the customer once you pay them. They will not help you in the least. I sent them 3 emails explaining the situation and they never responded. I say again, DO NOT BOOK WITH THE EVER!

Missed the flight because the ticket was cancelled according to the airline. Called ExploreTrip and at first they said ticket was cancelled... Then said it was still active... Then they made us cancel after missing the flight, and charged us $150 fee from the credit towards a new ticket. CAN ANYONE SAY SCAM? The agents at ExploreTrip are horrible, cannot resolve ANYTHING! After arguing for 30 minutes with two different agents they make YOU! Email their "escalation team" and then you have to wait up to 48hrs to hear back from them! WTF?! HORRIBLE!

Jessica & Princess was very professional and kindly helps resolve all issues created by flight cancellation by airline. Initially my flight was rebooked with almost 11 h layover to connecting flight. After numerous call to the trip Explorer and hours of the frustration, they did all they could and changed things around for just 2 h. Layover! Which I am very thankful for!. Jessica and Princess should be promoted as they did everything to satisfy customer needs! Thank you very much. Christopher

Was very angry at the fact that my flight was confirmed and then canceled because of payment problems. Philip Brown was very proffessional and when he saw that I was very frustrated, he did all he could and on his own initiative decided to ask his superior, which I am very thankful for!. Philip should totally be promoted as he was very calm and did find a solution to make me happy and to decide to write a review to say thank you for his service. Please don't hesitate to listen to our recording to understand what the problem was, it does last 48mn though! In the end I am very happy and thankfull, I will most certainly choose flights again through Explore Trip.

This company is a joke!
I booked tickets for my family, got an email saying:
Thank you for booking with ExploreTrip
This is not your e-ticket
Hi Stefan,
Your Hong Kong - Singapore - Hong Kong flight is booked. This is not an e-ticket confirmation email. E-ticket will be sent in 4 hours.
Please use the below ExploreTrip Ref/PNR no for any communication with our Customer Service Representative.

When after 4 days I did still not receive another email I knew something dodgy was going on and here it comes:
Dear Customer,

Thank you for your email!

Please accept our sincere apologies, but unfortunately the reservation you made was not confirmed. As mentioned on our website the price and availability of our low fares can change quickly and cannot be guaranteed until the ticket is issued.

In this case, the airline cancelled the available seat before your card was charged because it was booked by someone else. We tried to re-book the ticket at the same price for the same itinerary but were not successful. We regret the inconvenience caused and wanted to let you know your credit card was not charged. We hope that you’re able to find another fare on ExploreTrip that meets your travel requirements.
For further assistance, call us on *******984.

Regards,
Brain Wilson.
ExploreTrip Support
1-*******984 (Call us 24/7)
ExploreTrip.com
Thank you for choosing ExploreTrip.com

It seems Brain Wilson should help with some brain...

A year after they cost us $3300 by cancelling two flights and we had to rebook we still have no resolve. When I call they hang up. I researched their saying they are in California and found that false. No idea where they really are allegedly but not licensed in USA or Canada according to all the travel agency associations I contacted. My review has over 68k readers and that helps. Knowing I may If helped these people go elsewhere and not be ripped off. They are all sweet when you call yo book but if you need to make a change they make you pay again and promise to refund your first ticket. They never do. We are out $3300 due to their empty promises. Waited a year and my number must be flagged as they don't take my calls. It rings someone picks up then within a few seconds they just hang up. I call back no answer. Save yourself! Stay clear of this travel scam!

After two months contacting the customer service of Explore Trip for solving my concern about refunds for my tickets (that I purchased three tickets but only one ticket got full refund, while the other two did not get refunds), my concern got escalated to the escalations team of Philip, Chris, and Tony. Philip was the one worked with me the most of time on solving my concern, while Chris and Tony also helped behind the office. Philip was so helpful, extremely patient, and he definitely is working with his heart like he is solving his own concern. He keeps his words, if he is telling you he will call you back, he definitely will not forget to do so. He worked hard to get the desired result of my concerns that after about two weeks working with Philip, I now would receive the other two refunds that I was looking for in next 4 weeks. This escalations team, especially Philip, deserves the FIVE STARS rating. We are 100% satisfied with service from Philip. We again want to say THANK YOU to you Philip. Thank you very much for every minute that you have put into my case

Before booking my flight, I called this company to ask them if they have a free 24 hour cancellation policy and they said, "yes". So I book my flight in the afternoon, I then changed my dates and booked with a different airline (same prices just different dates) assuming I can cancel my flight booked with this stupid Co. Anyhow, so I called ExlploreTrip (FYI they have a wrong number on their website) the same day (night time) of booking and NO ONE picked up. I called 4-5 time from different cell phones and was on hold forever with no response. The next morning I called and got a guy named Jacinto, who was absolutely rude and lied to me a million times.

He first said, that my reservation was non-refundable, he then said he will partially refund me, and keep $250 since that is the airlines policy and they can not reimburse me for it. Second lie, he said I should have called within 4 hours after booking to get a full refund. Third lie, he said was that I should have called within 24 hours in order to get a full refund and that I was already past that mark (I got a hold of them way before the 24 mark). Fourth lie, $250 is the airlines fee and that money goes to them.

I called the airline (LOT) and they said they did not have any funds on their end from my reservation.

So I called them back, and spoke to a nicer lady named Sophia. I explained my situation and she got a hold of the other guy, comes back on to tell me "Ok, you have been issued a full refund and that she would send me an email confirmation". I said great, thank you. I never got an email confirmation for the fee refund, and about 5-10 minutes after hanging up, she calls me back (I was away from my phone) and leaves me a VM saying to all her back urgently. I called back and they could not locate Sophia. This lead me to believe that she would take back what she said... But I'm not sure...

So I sent them an email to confirm my full refund per my telephone convo and they said it is approved and I need to wait 3-4 business days... PENDING FULL REFUND at this time.

Got a ticket to travel to Colombia then got a phone call that my ticket wasn't available anymore and that I needed to buy another for 250 dollars more then I said I didn't want it, a guy come on the phone and started yelling at me telling me I was being rude and they were trying to help me and if I didn't get that ticket he was going to charge me a cancelation fee! I had to call my bank and cancel my card! Do not use this company!

NO COMPREN CON ESTA GENTE SI NO QUIEREN ARRUINAR SUS VACACIONES
Compré mi ticket USA a España con esta gente, cometí un gran error, tenia que haberlo comprado con travelocity. Lo compré, lo confirmaron y día y medio después me dicen que al pasar la reserva la aerolínea había vendido mi puesto, que intentaron negociar pero ya no tenían esa tarifa, y se han demorado día y medio para avisarme, total, de 600$ que valían los pasajes cuando lo compré, terminé pagando 800$, Compré directamente a la aerolínea.

This gentleman was beyond expectation. As I am deaf asked him to repeat the details N number of times. He was patient, polite & helpful at every stage. Booked me a ticket traveling with the least time & price available. Kudos Brice, thanks Exploretrip for having such a professional.

Purchased my ticket and got a confirmation of my itinerary. Didn't feel or look right, so i called them to check and the line was not clear and i was speaking to someone in another country and not in the U S A. She told me the transaction has not gone through and asked me to call my credit card co. To approve it. When i called my credit company, they said there was no attempt from this travel agent. So i called exploretrip again and asked them what was happening. Spoke with another person with a foreign accent. He told me he could complete the transaction in 30 mins but he had to check the availability of the flight again which was booked like 3 hours ago. Then he told me there was only 1 seat left and the price has gone up by $140 and i might not be able to get it elsewhere. I was in disbelieve and so i asked him to cancel it. Then he said he might still be able to get me the same price if i wait. I have no time for game like this and i just wanted to cancel it at that moment. Never book with them again.