Complaints

• Initial Complaint

  03/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Synopsis of Complaint against Christian Journeys & Tours as of Nov. 30, 2023. In July 2023, I booked a trip with Christian Journeys to travel to Israel from Oct. 24, 2023 to Nov. 4, 2023. I paid for the trip in full, as requested by Christian Journeys, in the amount of $4,414.00CAD. I was billed in CAD and paid in CAD. Christian Journeys cancelled the trip. Please see the Christian Journeys weblink below; in particular, Clause 3 regarding cancellation of the trip by Christian Journeys. ****************************************************  Christian Journeys did not pay me a full refund. They only paid $4,197.21CAD. This amount is $216.79CAD short of a full refund. Christian Journeys charged me a fee of $216.79CAD for something they called “JOURNEY CANCELLED CONVERSION RETRIEVAL DIFFERENCE (equivalent to USD 158.82). I did not accept that charge. I requested the balance of $216.79CAD from Christian Journeys but they have refused or neglected to make the payment. We are at an impasse so I am seeking whatever assistance you can offer for me to obtain the balance of $216.79CAD due to me. Regards, ***** ********** Email: ***************** Phone Land Line ************ 

  Business response

  04/12/2023

  In response to ********.

   

  Christian Journeys product is that of sending people to the Lands of the Bible, with Israel being the main focus.

  The claimant was to be part of a journey departing in late October. The terrorist events and subsequent war that broke out on October 07th, meant this journey was cancelled.

  Christian Journeys did not take the options that our industry partners have chosen (which is A) either no refunds and a new date booked or B) hold funds as credits.) Instead we have taken the path of recovering funds and refunding over 300 people , with a gross turn over refund amount of over $2 million.

  The amount of $216 mentioned by the claimant is the difference in USD currency transactions to when we sent the payments to Israel and then the subsequent refund from Israel. The amount is not a service fee or an admin charge. 

  We are proud of the choice we have taken to go to these unprecedented lengths and have received volumes of emails with gratitude and thanks for the efforts taken. This action has reaffirmed our name in the marketplace as one of great integrity.

  So much so that the group organizers of this specific departure have already rebooked for 2025 with our company.

  There is only one person complaining and this is the person raising the complaint. 

   

  Customer response

  05/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  ?
  ????Christian Journeys is violating its own Terms and Conditions of travel. These are published online at: ****************************************************
  During my research done prior to booking my trip I took comfort in finding and reading the Christian Journeys Terms and Conditions as the middle east can be a volatile area for travel.
  I also took comfort in the supposed reputation and integrity of Christian Journeys. That is now shattered. Publishing cancellation Terms and Conditions online that governs what happens when the company cancels a trip and then when the company cancels the trip it does not abide by them makes one wonder: where the company claimed integrity is in that.
  Clause 3 of the Terms and Conditions, entitled "Cancellation of a tour by the company" is relevant to my complaint and my seeking a full refund  in accordance with Christian Journeys own published Terms and Conditions.
  The relevant portion of clause 3 is; "When a tour is cancelled by the company, the client may choose between a full refund of all monies paid or...". 
  It is Christian Journeys, the company, that canceled the trip, not me.
  It is not relevant to my claim situation as to what other clients of Christian Journeys or other travel agencies do or do not do in similar situations.
  Other people may not want to spend their time and resources to recover $216.79, but I do; especially, when I believe Christian Journeys is wrong at law to withhold the balance of the refund.
  Furthermore, I paid in Canadian dollars and should be fully refunded in Canadian dollars. Again, it is irrelevant that Christian Journeys paid or did not pay its suppliers in another currency.

  
  It is quite ostentatious and pretentious of Christian Journeys to state, "We are proud of the choice we have taken to go to these unprecedented lengths and have received volumes of emails with gratitude and thanks for the efforts taken. This action has reaffirmed our name in the marketplace as one of integrity." Publishing what a company will do if it cancels a trip and not abiding by what the company publishes runs contrary to self proclaimed integrity.
  The Christian Journeys reply then goes on to pontificate that group organizers have already rebooked the trip. Having future bookings in hand does demonstrate that Christian Journeys appears to have enough funds to remit the balance of my refund forthwith in the amount of $216.79CAD in order to make a full refund; especially, as they say no one else has complained.
  The business response is unsatisfactory. I reject the business response. I would like to receive, forthwith the balance of my refund in the amount of $216.79 CAD to give me a full refund.   
  Sincerely,
  
  ***** **********

  Business response

  05/12/2023

  We have offered Mr. ********** the option of making an exception for him and paying him  once our company returns to a revenue generating position.

   

  We explained that from Oct 2023-March 2024 there are no groups travelling to Israel and our company. Our company will return to group travel in April.

   

  ***** ****

  President

  Christian Journeys

  Customer response

  06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  ?Christian Journeys indicated in a previous response on this matter of cancelation that out of over 300 travelers there was only one complaint. That is me.
  Christian Journeys now is willing to pay me the $216.79 CAD; maybe?, in several months if they resume travel to Israel. Christian Journeys is a travel agency that makes money selling trips to countries other than Israel; such as, Turkey, Greece and Germany, according to its own website.

  
  Is Christian Journeys saying it does not have $216.79 in their bank account to pay me now?
  It does appear to me that someone is being stubborn for no valid reason but does have the time to resist a claim.
  I reject the excuse for not paying $216.79 now.
  What assurance (guarantee) would I have that Christian Journeys would ever make payment of the balance owed me?
  I am afraid Christian Journeys is only attempting to buy time and appease and will probably not make the promised payment in several months. **** **** ***** **** ******** ******* *** *** ***** ********* ******** ********* ** **** **** *** ** *** ********* *****  **************************************************************************************************** *** ********* ** *** **** ***** ******** * **** ******** ** *** ****** ** **** ******* * **** ** *** ***** *** **********
  The amount at issue is not substantial but the principle is priceless. Any viable business should be able to afford to pay $216.79. The fact that Christian Journeys seeks to delay payment makes their promise dubious.
  I will accept $216.79 paid, now or $216.79 plus interest at the ** Prime Rate which is the variable rate of interest that varies from time to time as published by ** bank, and is currently at 7.20% per annum. The interest would run from Nov. 7, 2023 (the date of the Christian Journeys invoice withholding payment) to the date I receive payment.
  ** is the bank of Christian Journeys.
  Regards,
  ***** **********
  

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*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. ↩