Trip cancelled without notification nor any customer service
We booked a package via expat explore, and was due to travel, I kept on calling them since I needed to know the hotel that we were supposed to meet at so that I could book it in advance.
After my repeated calls to their call centre, I was notified that the trip was cancelled. I was horrified, since I had booked my external flights, had the visas sorted etc.
Never again will I book via Expat Explore, nor will I recommend them to anyone.
It took more than 3 weeks for my refund from them, also with my continous calls.
Their customer care is below the one star that I gave them.
A business like this should of notified their customers in advance, not the customer finding out in the manner I did.
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Expat Explore's replyOfficial
29 Nov 2024, 18:33 We’re truly sorry to hear about your experience and the frustration the cancellation of your departure caused. This is not the standard level of service we strive to provide, and we deeply regret the disappointment and knock-on effect this caused.
Trip cancellations are extremely rare, and we always aim to notify our travellers as promptly as possible. As communicated at the time, this was a matter of you reaching out at exactly the same time we were about to communicate. That being said, we are deeply sorry, as we know this was a very special trip. We understand how upsetting this must have been, especially after arranging flights and visas.
Your feedback is invaluable, and we have used that experience to improve our processes to ensure situations like this don’t happen again. If there’s anything further we can do, please don’t hesitate to reach out to us directly. Once again, we’re deeply sorry for your experience and regret that we have lost you as a traveller.
Trip cancellations are extremely rare, and we always aim to notify our travellers as promptly as possible. As communicated at the time, this was a matter of you reaching out at exactly the same time we were about to communicate. That being said, we are deeply sorry, as we know this was a very special trip. We understand how upsetting this must have been, especially after arranging flights and visas.
Your feedback is invaluable, and we have used that experience to improve our processes to ensure situations like this don’t happen again. If there’s anything further we can do, please don’t hesitate to reach out to us directly. Once again, we’re deeply sorry for your experience and regret that we have lost you as a traveller.
Expat Explore's reply29 Nov 2024, 18:33
Official
We’re truly sorry to hear about your experience and the frustration the cancellation of your departure caused. This is not the standard level of service we strive to provide, and we deeply regret the disappointment and knock-on effect this caused.
Trip cancellations are extremely rare, and we always aim to notify our travellers as promptly as possible. As communicated at the time, this was a matter of you reaching out at exactly the same time we were about to communicate. That being said, we are deeply sorry, as we know this was a very special trip. We understand how upsetting this must have been, especially after arranging flights and visas.
Your feedback is invaluable, and we have used that experience to improve our processes to ensure situations like this don’t happen again. If there’s anything further we can do, please don’t hesitate to reach out to us directly. Once again, we’re deeply sorry for your experience and regret that we have lost you as a traveller.
Trip cancellations are extremely rare, and we always aim to notify our travellers as promptly as possible. As communicated at the time, this was a matter of you reaching out at exactly the same time we were about to communicate. That being said, we are deeply sorry, as we know this was a very special trip. We understand how upsetting this must have been, especially after arranging flights and visas.
Your feedback is invaluable, and we have used that experience to improve our processes to ensure situations like this don’t happen again. If there’s anything further we can do, please don’t hesitate to reach out to us directly. Once again, we’re deeply sorry for your experience and regret that we have lost you as a traveller.