Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022 booked Cuba trip. Cancelled and they kept deposit saying I could use it in future. Summer 2024 used deposit to book Cuba trip in ******. Had family emergency (death) and completely forgot. Got email from them in February saying I had missed the final payment deadline. I couple of days later I called to see if (1) if we would get deposit back NO (2) Even though we missed the final payment deadline could we still go? They said yes and asked me to pay balance. I paid balance in full and inquired about the required medical insurance to travel. Their response was oh sorry you had to get that prior to the final payment deadline (2/7/2025). Then why did you accept my final payment on 2/12/25 knowing (and not telling us) that we could not get insurance. And if you extended the final payment date why could we still not get insurance and why did you not tell us that prior to accepting our payment? You then told us to go to ********, they sent me back to you. They then said there was one policy we could get but it would not cover preexisting conditions. We would have had to get the insurance earlier. This put us in no win situation. My husband recently had a mini stroke and cannot take the risk of traveling to **** if insurance won't cover preexisting conditions. If he was to have another one in **** he would be a great risk if it is not covered. I feel that we were not provided the correct information prior to paying the full about. They SHOULD Have SAID INSURANCE WAS NO LONGER AVAILABLE. We would have booked the trip for a later date. We would like our money back as this is misinformation. The trip is 4/23/2025 so we need resolution.

  Business Response

  Date: 03/16/2025

  We are unable to locate your booking using your email address and the name provided.  Please feel free to email us at ************************ along with your booking reference number, and we will gladly review further. However, please know that our website does indicate that insurance information must be provided prior to final payment.  

  Customer Answer

  Date: 03/17/2025

  They took our final payment on 2/13 without letting us know we could no longer get insurance from them and if we did go to an outside broker they would not accept preexisting conditions.  We were told this AFTER we paid.  You have put us in an untenable position.  We were not given enough information to make an educated decision.  You should have said yes we can still get you on the trip HOWEVER we cannot offer you insurance and you will have to go to outside broker that will not insure medical conditions.  This is a serious risk for travelers   
  

  booking number 257707

  Business Response

  Date: 03/17/2025

  Thank you for letting us know and we do appreciate your suggestions.  I have forwarded it to our Reservations Manager to see if any changes can be made to our policies to remind guests of this.  Should you wish us to review further, please feel free to email us at ************************ with your booking number and we will begin investigation upon receipt.  Thank you!

  Customer Answer

  Date: 04/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ******
  
   
  

• Initial Complaint

  Date:11/20/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempted on 11/01, 11/07, 11/10, and 11/17 to contact Insight without success to request a deposit refund. My request complies with their polices around returns. Its ridiculous that no one has returned any communication after numerous attempts.

  Business Response

  Date: 11/21/2023

  Thank you for reaching out!  Typically our deposits are non-refundable, however we ask that you respond to the email containing your cancellation agreement sent by my colleague ***** ***, with any further questions or concerns.  You can also call our Reservations Team for clarification given your case, as they will be able to assist you moving forward.  Thank you, and we look forward to receiving your call!

  Customer Answer

  Date: 11/21/2023

  *** attempted to communicate multiple times without any answer on their part. Ive also not received any email from a ***** ***. According to their policy I have up to 90 days prior to the START of the tour to get a deposit refund. Im confused that theyre saying a deposit is not refundable. You have my cancellation form, provide a refund. 

  Business Response

  Date: 11/21/2023

  Thank you for your response!  Please send your concerns to us via email at ************************* and we will escalate your case accordingly to have someone reach out to you directly. 

  Customer Answer

  Date: 11/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:02/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a complaint against this company a few weeks ago. As a recap, I've been trying for over a month to book a vacation with this company using a travel credit (over $5000.00) from a cancelled trip. After repeatedly being disconnected from both the chat and 888 number I was unable to book a trip. It is impossible to book on-line using a travel credit-you must speak or chat with a live representative. After I filed a complaint a representative called and I booked a trip. I then closed my complaint with the BBB. It comes as no surprise that the trip was cancelled. Insight still has my money. I seriously doubt I would have received a call from a representative if I had not filed a complaint. I was told I could get a refund except for the deposit. Since I've tried for over a month to book a trip and cannot due to Insight's issues - why do they keep my deposit? This seems fraudulent to me. So I am filing another complaint and will not accept closure until I either get a refund of ALL my funds. BTW, I've been on hold on the 888 number for 3 hours today.

  Business Response

  Date: 02/21/2023

  Thank you so much for your communication and I'm very sorry to learn that the departure you chose has since cancelled.  I have sent an urgent message to our Reservations Team and asked that someone reach out to you to discuss your options moving forward.  We do offer guaranteed departures that you can choose from to ensure that it will operate. We appreciate your time and will be in touch with you shortly. 

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I booked a trip with Insight Vacations. Booking #A609420. ($6380.00) Departure date 09/16/23. The entire amount was paid on Jan.20, 2023. We have since had to cancel due to medical/health reasons. We cannot travel at that time. I understand they will keep the deposit of $200 x 2 and the fees for Travel Protection ($478). I expect them to refund the difference to my credit card in a timely manner. I can't even get them to confirm the cancelation. I cannot get in touch with the company. I have spent hours on hold over more than a week. Their on-line messaging service could not cancel the booking and could only make an appointment for a call-back which never happened. I have emailed them everyday for 10 days. I'm sending written cancelation requests by registered mail.

  Business Response

  Date: 02/23/2023

  In reviewing your booking, we have confirmed that it was cancelled on the 16th of February and that the refund request was placed.  Thank you again, and we apologize for any inconvenience our hold times may have caused.  We wish you well and hope that you recover soon!

• Initial Complaint

  Date:02/09/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a travel credit of over $5000.00 with Insight Vacations. I have been trying to book a trip with them for weeks using my credit. If you call the 888 number you will be on hold for hours - then disconnected. If you request a call back, they do not call back. They do not respond to emails. If you choose to chat on-line with a specialist you are routinely disconnected. There is no actual method for reaching this company. They only give you a limited time to use the credit. I am now convinced that they will not book another trip and will keep my money. This company needs to be investigated.

  Business Response

  Date: 02/10/2023

  Thank you for your comments and we are sorry to know of the concerns you are having.  I have sent your contact information to our *********************** Team and asked that someone reach out to you as soon as possible to assist in making your booking.  Thank you again!

  Customer Answer

  Date: 02/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:10/12/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in reference to an Insight Vacations trip to the ******** Rockies, beginning in ***** on June 30th, and scheduled to continue on with the Rocky *********** (purchased through Insight) on July 6th.However on June 5th, my travel companion and friend, ***********************, fell ill with *****. The tour continued on without us and we were left stranded in ******, *******, ******, a remote town. The attached excerpts are from a letter I sent to the travel director of that particular tour (***************************) as well as to the President of ********************** (owner of Insight). I have never heard a word from anyone. To add insult to injury the insurance company has thus far taken over 3 months to respond.

  Business Response

  Date: 10/13/2022

  Thank you so much for your communication and I am very sorry to learn of your account.  I do know that travel insurance providers are inundated with an unprecedented number of claims being filed daily.  However, if insurance was purchased through us, we can certainly escalate with the provider as soon as possible.  All post-travel communication is processed by our Guest Relations team, so we ask that you email us at ************************ and we will begin processing immediately upon receipt.  Thank you, and we look forward to receiving your email! 

  Customer Answer

  Date: 10/13/2022

  TO INSIGHT/TTC--Your three word apology doesn't do justice to the situation. At the very least, we would like to be assured of your ongoing efforts to better help customers when they contract COVID while on one of your tours. Stranding people in remote areas, especially when they are sick, is not acceptable.

  It's also important that your telephone answering service be improved; what is being done about this?

  Lastly,you mention that you can put a bit of a rush on the insurance company. We shall see if that is true!

  Your lame reply is typical of the unsatisfactory behavior I've seen from Insight.

   

   

  Business Response

  Date: 10/13/2022

  We are sorry to learn of your continued disappointment, however cannot resolve your concerns until your email is received by our Guest Relations Team.  We are on the lookout for your communication and will certainly alert Aon to your concerns. 

  Our Covid-19 policies and procedures are also available on the *** section of our website where we state that our guests must quarantine at their own expense upon testing positive.  We will review this policy for our next contracted season based on your feedback! 
  
  Thank you again!  

  Customer Answer

  Date: 10/18/2022

  I will immediately send the guest relations department my email.

  I wasn't looking for coverage of expenses. Rather, we were hoping the change in policity would help people instead of leading them stranded in a remote village.

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted "Insight Vacations" for a Travel trip to *****, sheduled for September *****, 2022. I purchased ***************** Allianz Global Assistance for this trip.On September 7, 2022, my wife ***** woke up with cold chills, runny nose, and developed cough in late afternoon. September 8, she had headaches, ******** and weakness. I started to have runny nose, sneezing, sore throat Sept 8. In view that next day we had to take Flight with Air ****** from ***** to ****************************** *********, *****, we contacted our Doctor, for medical evaluation. His diagnosis "Acute upper Respiratory Infection". He told us "...Unable to travel for the next five days...", and extended a Medical Certificate for us. We notified inmediatelly to the Travel Agent to CANCELL THE **** and the Flight. She did this.Insight Vacation sent us today CANCELLATION AGREEMENT FORM, notifying us of that there was a CANCELLATION PENALTY for discontinuing the trip. Out of $5,838, the insurance will return only $570 to us. Our observation is that we canceled the trip because of medical reasons, not because we decided, all in a sudden, we did not want to go. In the insuramce Form, there is no any consideration of MEDICAL REASONS to stop the trip. What if a client has an acute heart attack, or acute appendicitis, or acute hip fracture, etc? They have to realize that they are dealing with human beings.We believe there is enoug reason for the **************** to reimburse the total paid amount, not just $570.We need Better Business Advise. Supporting documents have been faxed to ************, ATTN: COMPLAINTS - Madi.

  Business Response

  Date: 09/15/2022

  We are so sorry to learn of the issues you are facing with your independent travel insurance provider.  Our penalties are outlined within our brochures and online to highlight any refunds dependent upon cancellation date.  While our penalties cannot be waived, we suggest you file a rebuttal with Allianz to further review your claim for consideration.  Should you require any paperwork from us to assist with your claim, please do not hesitate to email us at ************************ with your request.  Thank you again!  

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LIke several complaints I've seen in BBB regarding Insight Vacations, our story is the same. We booked a trip in spring of 2020 before COVID stopped travel. We had purchased full reimbursement insurance. Insight offered to rebook us anytime through 2022. We chose a 3 week Mediterranean Trip in the fall of 2021 for **** of 2022. Trip cost went from the $14,000 plus in 2020 to $17,703.00, repurchased insurance, etc. All booked through AAA. In May, 2022, Insight stated the trip was cancelled. AAA received the breakdowns of our refund on May 17th. It is now the end of July '22 and Insight tells AAA that refunds can take up to 120 days, NOT counting weekends... That converts into about 5 months. My concern is if Insight can stay in business and provide our refund. What is the "insurance" we bought? Was that just an internal "insurance" Insight has? We want our $17,t03.00 refunded. Hiring an attorney will be expensive and futile I'm afraid. I feel like they are in financial trouble and the insurance is a type of fraud. Please help us recover our funds.

  Business Response

  Date: 07/28/2022

  Thank you for your enquiry and we are more than happy to work with you to resolve.  Please email us with your request to ************************ and our Senior Manager will oversee your file. 

• Initial Complaint

  Date:07/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2019, my husband *** and I booked a trip to Ireland and **************** through **************** in ***********, ** with Insight Vacation Tours. The original travel dates were July 25, 2020 through August 5, 2020. The package was called Country Roads of Ireland. This travel plan was canceled due to Covid-19. We rescheduled for the same package in July 2021, only to have this also canceled due to Covid. We rescheduled again for this year leaving on July 21. We hoped we were finally going , but Insight canceled this trip due to lack of participation on June 1, right after our last payment. The Insight website assures a refund to be received in 30 days. The email they sent to All About Travel states please be aware refunds are taking 120 days to process at this time. This is ridiculous. A refund should take no more than 3-5 days. This was the trip of a lifetime for us; we are both in our late 60s and we were very excited see Ireland. We are expecting a refund of $6111.00 in a reasonable time frame. We want cash, not a voucher for future travel with them. Since they canceled this time, they obligated to reimburse us. We appreciate your assistance in this matter and look forward to hearing from you. Sincerely, ***** and *********************** **********, **

  Business Response

  Date: 07/22/2022

  Thank you for your comments!  Our refunds are currently operating at *************************************** the queue accordingly.  This was requested in June so we hope to have your refund processed by August at the latest.  Thank you again!

• Initial Complaint

  Date:06/30/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, We booked a $7200 vacation with Insight Vacations in 2019 for travel in May 2020. Insight Vacations cancelled our May 2020 trip due to Covid-19 which is very understandable. At the time, they did not allow refunds, only credits. So we rebooked with them for July 2022. They cancelled our trip and offered us a refund in 6 months. Insight Vacations has kept our $7200 for 3 years, cancelled our trip twice, and is now saying we will refund you in 6 months. We have not received any confirmation that our refund is being processed. When I emailed them, they responded with call us. When I called, it was a 2 hour wait. This is very poor and unacceptable customer service. At this point, I don't know how to get a hold of them. We want our refund NOW.

  Business Response

  Date: 07/01/2022

  Thank you for your email!  Our refunds are currently taking *************************************************** June, we are on schedule to process your reimbursement within the 90 day frame.  Thank you again!

  Customer Answer

  Date: 07/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************