Complaint Review: Exotic Journey's Group

 Review of Chicago-based tour company “Exotic Journeys”

 I am writing about my experience with Chicago-based Exotic Journeys to inform potential customers that are thinking of booking a trip with this tour company.  This is my review of the company and its customer service. And based on my experience, I would not recommend booking travel with Exotic Journeys.

 I am the spouse of a California travel agent.  We booked a 20-day familiarization tour in India & Nepal with Exotic Journeys, which included business class airfare for both of us.  We were supposed to travel in April 2016 and I paid Exotic Journeys, in full, in February 2016 using our VISA credit card.

 Here is what happened and what went wrong:

 Paperwork: I was repeatedly told that we would receive all documents for the trip -- including airline e-tickets -- in an overnight-shipment three weeks prior to the departure date.  The only “tour document” that I ever received was a one-page unsigned/unauthorized emailed "tour exchange voucher" for the land portion (including intra-India air), which included some major errors.  This document (received 10 days before we were supposed to depart) did not contain a valid voucher.  Further, under “International airline tickets” it stated “none!”

 Flights: We contracted for round‐trip International Business Class airfare and economy airfare within India and to/from Nepal.  We asked numerous times (via phone and email) for the airline e-tickets and never received them.  Four-days before we were supposed to depart, I had still not received the e-tickets.  Finally at 5:30pm PST on April 12 the Exotic Journeys CEO told us that the e-tickets could now be purchased for us by Exotic Journeys, for an April 16th Los Angeles departure. Three days to prepare for a 20-day trip to Asia is not appropriate or reasonable, so I had to decline.

 Customer Service: When I contacted Exotic Journeys to request a refund of the money I paid in full, I was informed that per the contract our payments were non‐refundable and the next steps might involve their attorneys.

 Dispute handled by Credit Card Company: When Exotic Journeys refused my demand for a refund I contacted Chase/VISA.  Based on our dispute, they did their own investigation and concluded that we should be refunded the money.  And we have received a full reimbursement from Chase/VISA.  (I don’t know who actually “paid” the refund, Chase/VISA or Exotic Journeys, but I hope that it was Exotic Journeys!  Here is why -- if Exotic Journeys didn’t reimburse Chase/VISA, then they received a large, unearned, profit, because they spent very little on our behalf.)

 Conclusion: Based on my experience, I would not recommend booking a tour with Chicago-based Exotic Journeys.