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:04/21/2025

  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.

  In January, 2025, I purchased a vacation package from this company thru a local travel agent. It was Essential Europe with London from Globus tour code HFT *****. A deposit of $1,898 was required which I paid with my **** card. My reservation number is ******. A couple of weeks ago I was notified by my travel agent that the tour had been cancelled and that we'd be getting a refund. I contacted GLOBUS a few days ago to inquire about my refund as I have not yet received. They were very wishy washy and said it would take some time. So I got nervous and did some research on-line. It seems many, many people are having issues getting refunds. I want my refund immediately, as I did paymy deposit immediately as required when I made travel reservations... Please help.

  Customer Answer

  Date: 04/22/2025

  I believe I directed this to the party who sold me the Globus trip.   I believe Globus Family of Brands is actually the one who owes the refund.

  Do you suggest I reopen?

  
  

  

  Business Response

  Date: 04/24/2025

  Dear *******,
  Thank you for taking the time to share our guests concerns. We always appreciate the opportunity to respond.

  
  We advised Mrs. ******* travel agent on March 26, 2025, for the need to cancel this departure and at that time we offered options to change tours or cancel for a full refund. On April 15, 2025, her agent contacted our team to review the options,and she elected for the full cancellation. Our team immediately processed the refund request with our finance team.  The refund was processed back onto the original **** card used on April 21, 2025. It can take up to a full billing cycle to reflect onto the credit card, and we would encourage the guest to follow up with their credit card provider.

  
  Thank you for bringing this to our attention,feel free to contact us if they have any further questions or comments.
  
  Kind Regards,

  Customer Answer

  Date: 04/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/02/2025

  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 took a Globus tour to ****** February *****, 2025. In ***** we visited a carpet store on February 20. The tour guide (first name Dilek) assured us at was a reputable place and that we could use credit card and shipping. On February 20, I purchased a carpet for $1,400 US dollars. I have not received the carpet and have no way to contact vendor. Globus has not responded to mi complaint.

  

  Business Response

  Date: 04/04/2025

  Thank you very much. 

  Please find our response attached. 

  If you need any additional information, please do not hesitate to contact me, 

   

  Best Regards, 

  ****** ****

  Guest Services 

• Initial Complaint

  Date:12/10/2024

  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.

  Bought insurance from ************* through Globus website. Started Portugal tour (******) October 5 2024. Husband got sick, returned home and went to the doctor. Diagnosis was COVID. Supplied supporting documentation from the doctor several times. Contacted *** repeatedly for the refund. Aon claim reference # *********. Looking for a refund of tour price and airfare home. Supplied this info to ***. Globus has this info, too as we paid them. Please don't sell this insurance if it isn't going to pay. Husband got sick on the trip and went home. Did not want to get other people sick. We did the right thing. We now want Globus to do the right thing. Thank you.

  

  Business Response

  Date: 12/12/2024

  Hello, 

  Please find our response attached, 

  Best Regards, 

  ****** ****

  Guest Services 

• Initial Complaint

  Date:11/22/2024

  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.

  Took a Globus tour in ******** / ***** Two of the three meals provided were inedible. The did not provide a wine tasting in ********* ***** and their substitution was substandard wine with the substandard meal. The hotel in ****** is on a street with music blasting from a night club into the morning with screaming on the street. My wife and I could not sleep

  

  Business Response

  Date: 11/26/2024

  Please find attached our response. 

  Thank you very much for your help on this. 

  Have a great day. 

  Best Regards, 

  ****** ****

  Guest Services 

  Customer Answer

  Date: 11/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:11/08/2024

  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 booked an air inclusive tour with globus with Delta as the carrier. Delta delayed our flight resulting in a trip in vain which they agreed to refund our tickets. Because the tickets were booked through globus delta cannot refund directly to me but needs to refund to globus and globus then refunds me. I attached the emails with the information. 07/18/2024 ***** agreed to provide a refund. It is currently 11/08/2024 and after multiple phone calls and emails globus has not provided the refund.

  

  Business Response

  Date: 11/26/2024

  Thank you for letting us respond.  I agree that *** and Mrs. **** purchased a vacation with the Globus family of brands that was to take place July 7, 2024.  Regrettably, they had to cancel as they could not get out due to airline issues.  Unfortunately, they did use one segment of the air, so at that point, they are under airport control and Globus cannot touch those tickets.  They unfortunately, had to return home, not making their Africa trip due to the air carrier.  The ****** did file a claim with insurance, AON and they did get refunded all of the land back.  They also tried to do a charge back from Globus but since they got paid from Aon, we denied the chargeback.  In the meantime, Globus air department has been trying to get a refund from ***** since their claim was paid.  Fortunately, today, November 26, my air department just heard from ***** that they are in the process of refunding Globus, which we will then in turn, request a check for the guests, the ******.  Hopefully, this will be over for all of us very soon.  We feel bad they were unable to go on their vacation due to cancelled flights. 

  Thank you,

  Guest Services

  **** **********

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22530349
  
  I am rejecting this response because:
  I have not received the refund check.  Once I have I will update the complaint as resolved 
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 12/13/2024

  To Whom It May Concern:

  We do want to let you know that the check for $7,388.40 was mailed out today from our ***************** as we did receive a refund from the air carrier finally.  *** and **** **** were notified that I had requested the check, and it does take a while due to end of the year and our busy season.  

  Thank you,

  **** **********

  Guest Services

  The Globus family of brands

• Initial Complaint

  Date:10/31/2024

  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.

  Background I booked a tour with Globus Family of Brands through TourRadar, specifically choosing this package over others due to the indication on TourRadars website that meals were included. This was a critical factor in my decision-making and budgeting for the trip. However, during the tour, I discovered that meals were not included, contrary to what was advertised, resulting in unplanned expenses and significant inconvenience.Tour: 1st August 2024 to 10th August 2024 Booking reference: 1023495-yD8mV Issue Upon realizing this discrepancy, I reached out to Globus Family of Brands for clarification and compensation, totaling 600 CAD, to cover the additional expenses incurred due to this misleading information. However, their response denied my claim, asserting that the advertised inclusions did not cover meals, despite what was clearly stated on the TourRadar website at the time of booking.Concerns Misleading Advertising: The information on meal inclusions was inaccurately presented. This misrepresentation led me to select this tour package over others and directly impacted my financial planning and experience during the trip.Resolution Sought I respectfully request the assistance of the BBB to review this complaint against Globus Family of Brands and facilitate a fair resolution. Specifically, I seek compensation of ********************************************************************** the booking information. Additionally, I request that Globus Family of Brands establish a more transparent escalation process for customers to reach appropriate points of contact when issues arise.This focuses solely on Globus Family of Brands, highlighting the misleading information on meal inclusions

  

  Business Response

  Date: 11/01/2024

  We are aware of the guest concerns. We have reached out to Mr. ******** asking his assistance to provide information he is referring to regarding false advertising. We are currently trying our best to work with home and waiting his direct reply. This is an ongoing case that we are working on. 

  ***** ****

  Guest Services 

  

  Business Response

  Date: 11/07/2024

  To whom it may concern;
  
  Thank you for making us aware of Mr. ********* email to BBB. 
  
  As of October 31st, 2024, we have made an escalated attempt to work directly with our guest to reach a fair solution. 
  
  In stating so,  we have asked on at least three occasions since his original email to us for Mr. ******** to provide advertised communications that misadvised that meals were included on our Cosmos 8910 tour.  To date, he has been unable to provide this yet has insisted we compensate a value of $600 CAD for meals he has advised he is due.  Since the initial reservation date in March 2024, none of our Cosmos ******************** sent to Mr. ********, including his final Travel Documents, indicate that meals are included on this itinerary.  
  
  Please find the attached Travel Packet with no mention of meals. 
  
  Globus family of brands takes accusations of false advertising very seriously and have asked for his full cooperation to ensure this has been thoroughly investigated. Compensation for the requested $600 CAD has been declined by both Tour Radar and Globus family of brands, as there is no justification.  We have advised Mr. ******** to contact us, should he find more details offer to help reflect his position.    
  
  We have apologized for his continued unhappiness and on this occasion recognized we could not meet his personal expectations. In stating so, Cosmos ************** fairly extended a goodwill gesture of $120 USD by check to demonstrate that we do value his business as a first-time guest. 
  
  We are sorry that we could not prevent his disappointments prior to his trip and hope we will have an opportunity to better meet his touring expectations in the future, offering him alternative tours in which a meal program is included.
  

  
  

• Initial Complaint

  Date:09/25/2024

  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.

  I saved for over a year to take Globus/cosmos discovery tour of *******. I took the first flight in August 14, 2024 that took me to ****** where I was to board the flight going to *******. ***************** delayed the flight 4 times until the last delay was until the next day at 3:30 pm. I called the Globus emergency number from the airport in ******. They told me to wait the 22 more hours (after I already waited 10 hours) and then get a taxi in ****** to drive me for 2 days to try and find them and catch up with my tour 2 days later in ****************. I said I cant do that. They said then they were cancelling my return flights for the 23rd. I had to take my overseas flight ticket and exchange it for a one way back to *******. The only thing Globus said was well good thing you bought the insurance. ***************** (after 5 weeks) issued a travel credit ($921) on the exchanged ticket but gave those credits to Globus, not me. I filed the insurance claim and they processed the claim but will not pay for any of the flights because 2 were used and 2 were canceled. Now Globus said they will talk to the airlines and maybe in 6 months they will see what the airline says. They owe me those travel credits and they owe me cash back, in full, for the flights they canceled. I have tried every possible way to get this taken care of. American says they are doing nothing because Globus has all my money and they have spray done their part. Im a US Veterans widow on a fixed income and I need help because I need that money back for no other reason than I never got to go!!!Please help!

  

  Business Response

  Date: 09/27/2024

  
  09/27/2024
  Tour: 9200 ***** Invoice: ****** SR: 1-1161705822
  ****** ******
  
  Dear **********
  
  Thank you for contacting the Better Business Bureau regarding your recent experience with Globus. We always appreciate the opportunity to respond.
  
  We sincerely apologize if you felt as though our customer services was not helpful. We anticipate that our tour members will always receive generous hospitality by our staff. We regret that this was not the case for you and would like to extend our sincere apologies for the disappointments that you have expressed. 

  When working directly with the airlines it can take several days or even months to hear back from them. Immediately when we heard American extended a refund to you through us,we went to work to get this resolved as quick as possible.  
  
  We wish to thank you very much for your patience and understanding. We are happy to announce that we did receive the refund from American. We will be issuing you a check in the amount of $1029.80. Can you please verify that the below is the correct address to send the check:
  
  **********************************************************br>****************
  
  Thank you again for your help with this matter. We do hope that you will give Globus another chance in the future.
  
  Best Regards,
  ****** ****
  Guest Services 

  Customer Answer

  Date: 09/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  The address listed is correct.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/10/2024

  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.

  They promised 2 refunds with regard to the above reservation. They promised the first one in an email on 8/9 as soon as the trip was over on 8/28 and I have not received a dime. For the second one they state they owe me a refund but wont even disclose how much it will be; in my view it should be approximately $2,000.00. (I am a past Chairman of the BBB of ********)

  

  Business Response

  Date: 09/12/2024

  
  Tour: CDE ***** Invoice: CDE ***** SR: 1-1163255381
  ******************* and ***************************
  
  Dear BBB,
  
  We wish to thank you very much for sharing our guests comments and concerns. We always appreciate the opportunity to respond.
  
  Please know that our guest has been refunded $900.00., this was issued back to the original form the guest paid.
  
  Was also extended a letter to the guest with an additional $1,115 per person. In this case a total of $2,230.00.
  
  The refund of $2,230 will be refunded to our guest, at this time our refunds can take up to four to six weeks to be issued.  
  
  We sincerely thank our guests for their patience and understanding. We will email our guest when the refund is issued.
  
  We do hope that many fond memories were brought home from this vacation.
  
  
  
  Best Regards,
  *********************
  Guest Services
  

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22264044
  
  I am rejecting this response because:

   

  It is incorrect, inadequate, and insulting

   

  1. Yes I received the $900.00 with NO EXPLANATION.  It is much less than expected

  2. THE $2,230.00 COMMENTS ARE 1000 PERCENT WRONG. We were promised a refund at the conclusion of the trip on August 28. When I followed up I was sent an email promising it by SEPTEMBER 10. When I called to confirm I was told DONT WORRY **************** YOU WILL HAVE YOUR MONEY BY SEPTEMBER 10.  The reference to 4 to 6 weeks is a complete falsehood.  That has to do with statement. Credit card refunds are posted instantaneously to my account.  I have followed up with emails and they ignore them.

   

  I am a past Chairman of the ** and retired senior banking executive. I know how this works and I know a response that is not frankly poor.

   

  
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 09/16/2024

  Please CANCEL MY CLAIM.
  
  The finally paid me
  
  
  Thank you for your help; it is much appreciated
  

  
  

• Initial Complaint

  Date:09/04/2024

  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.

  On July 17, 2024, I booked a Scottish Outlanders Tour with Cosmos Travel. At the time I booked the trip I was not advised by anyone at Cosmos PRIOR TO PAYING ALL TRIP FEES, that I could not travel to ******** if my passport expired within six months. The travel dates were set for 9/7-9/14/2024. I spoke with multiple people about this trip asking dozens of questions and not a single person advised me to ensure my passport didn't expire within the next six months. My passport was due to expire on 12/31/24. On 7/17/24 I received my trip confirmation and the only thing it asked about the passport was the passport number. No where did it mention that the passport had to have an expiration date at least six months out. On 7/25/24, I began receiving emails from Cosmo that I needed to update my passenger information (nearly a week after I booked the trip) including my passport #. When I tried to update my passport number on the Cosmos website, it wouldn't save. Only at that time did I learn that I would have to renew my passport and that was 7.5 weeks prior to travel. On 8/1/24 I received an email from Cosmos saying that all my information was correctly saved to the website. Again, COSMOS DID NOT ANSWER my questions about the passport renewal nor inform me of next steps. I applied for an expedited passport renewal with the US government and somehow, they lost my old passport and stopped the processing of the renewal. Today I learned that I now have to file for a lost passport. I 100% would NOT have booked this trip prior to having a properly updated passport. Additionally, Cosmos purchased a 100% refundable plane ticket for me on *************** at a cost of $1028.50. The full trip price, including my airline ticket was $2938.00. Cosmos is now trying to keep an 80% cancellation fee, INCLUDING THE COST OF MY REFUNDABLE AIRLINE TICKET of $2566.20. I have told Cosmos they need to refund me for what I paid for the fully refundable airline ticket plus tour due to above.

  

  Business Response

  Date: 09/09/2024

  Good morning and thank you for providing us with a copy of Ms. ********* statement regarding her recent experience.  We regret hearing that Ms. ******* was unaware of the necessary requirements that are in place for booking international travel through our company.  However, please note that we do list passport and **** information on our website in the terms and conditions area, and that this information was also provided in the welcome email that was sent to both the guest and her travel agent on July 17th.  Further, our records indicate that travel protection was declined in conjunction with Ms. ********* vacation.  We have reviewed the circumstances of Ms. ********* situation, and we have reached out to her directly offering a future travel credit totaling $1487.20, which represents the 80% penalty assessed on the land portion of her vacation. (copy of our letter to Ms. ******* is attached).  Should you have any further questions, please do not hesitate to contact us. 

  Best Regards, 

  **** Jaramillo 

  Guest Services 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22241083
  
  I am rejecting this response because:
  1) it only provides a credit for the tour portion of the trip which was paid via ************ points and does not provide me with a refund for the 100% refundable airline fee that I paid in the total of $1020.50. Ill accept the trip credit; however, Globus/Cosmos ALSO needs to fully refund the airline fee.

  Additionally, it is 100% clear to me that Globus did not fully read nor understand or comprehend the point that I am making in my complaint which is that they booked and received payment for an international trip without FIRST informing me about the six month requirement for the ***** This was NOT clear on the website and they even state in their response records indicate that this information was provided to both you and your Travel Agent in the welcome email, which fully proves my point. They informed me AFTER the trip was booked and fully paid that my passport needed to have six months left on the expiration, because welcome emails are only provided AFTER you book and pay for a trip, not before.
  

   As far as I was aware when booking the trip, I had a valid passport because it didnt expire for another four months from my trip date. As a professional travel agency, they failed me completely. The entire point of me paying a premium price for this trip was to rely on the travel agency to adequately educate me about travel requirements in advance of my trip booking, NOT to have me go do all my own research with no instructions whatsoever. As far as Im concerned this is like bait and switch advertising, because Globus knew at the time I booked the trip it was not cancellable after I paid and they booked it without asking about nor advising me IN ADVANCE of booking and paying for the trip that the four months left on my passport was not adequate to allow me into ********. They took my money knowing full well I would be screwed if my passport wasnt valid. I got screwed twice in this transaction. First, I got screwed out of going on my one primary vacation for the whole entire year and two, I got screwed in the fact that they are trying to keep 80% of the trip fees after taking my money without validating that my passport was good for a full six months (versus four).

   

  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 09/23/2024

  Good afternoon and thank you for your additional inquiry.  With regards to the concerns that have been brought forth, please note that all information pertaining to passport and **** requirements is listed on our website for guests to review prior to booking a Globus family of brands vacation.  When planning international travel, there are many countries abroad that require expiration of passports to be at least 6 months beyond date of entry; this is not a Globus family of brands requirement, but is specific to the governments of countries that we travel to.  As such, it is expected that guests familiarize themselves with the current worldwide travel requirements that exist for the destinations that they are traveling to.  Although records indicate that Ms. ******* did not purchase travel insurance from us in conjunction with her Cosmos vacation and the plan that we offer does have a cancel for any reason waiver associated with the plan, our management team did review her case for an exception and we offered a letter of credit for future travel representing a portion of the land cost of her trip.  As the airfare associated with her trip was unused, she can contact the air carrier directly to file a refund request to see if they will make an exception to their cancellation policies. However, in reviewing this matter further, there will be no increase in the amount of the goodwill gesture that we have already provided. 

  Best Regards, 

  **** ****** for **** *********, Manager of Guest Services 

  Globus Family of Brands 

  Customer Answer

  Date: 09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:08/12/2024

  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.

  We had a great trip with Globus. However, we had a travel interruption due to severe weather in ******, **. ***************** cancelled Flight AA 2897 on Wednesday, 29 May 2024. We had paid Globus to setup our airfare. ***************** has refunded Globus as a result of severe storms in ****** and our refund was credited to Globus on June 24th and June 27th in our names. In addition, we could not wait for a flight because my husband became sick on his last day of travel from **********. Prior to the start of the trip, we paid for travel protection and AON travel reimbursed us for the gas and car to get back to *******, **. There is no mention in any of their advertising or materials that they are allowed to keep our money for a TRAVEL INTERRUPTION if they setup our airfare. We have documentation to prove that this flight was cancelled by *****************, and ***************** credited the refund in our names back to Globus. We understood if WE missed our flight there would be no refund.Ticket#- ************* Ticket#-0012145538034 Ticket#-0012145535939 Our travel agent ***************************** (Globus) referred us to ***************************** - ************** Associate ************ ************************************************************ of which we have not been given an update or response since July 11th. On June 25th ***************************** stated that it was contracted airfare and it would be a minimal amount and would take months. However, our documentation proves that ***************** has credited Globus on June 24th and June 27th in our names.We are seeking an airline refund only for 3 people from ******, ** to **************, ** that was credited in our names to Globus on June 24 and June 27, 2024.

  

  Business Response

  Date: 09/11/2024

  Better Business Bureau
  
  Dear *******,
  
  Thank you for letting us respond to the Better Business Bureau regarding the ******** family and their Globus vacation they were on May 18, to May 28, 2024.  We are sorry if we missed previous requests.  The ******** family had a travel delay after ******************** became ill on the last day of the tour before they returned home.  They did file a claim with ************* and Aon did pay them their claim in total; rental car - $167.99, gas - $56.97, meal $31.60 for a total of $256.56 and the Trip Delay for $89.62 per person for a total of $268.86.
  
  As far as their air segment missed, a refund for the missed segment can be refunded, but it can take up to months before the air carrier refunds a segment.  I did check with our air department, and American did refund Globus for that segment and I will refund the ******** the amount of $76.11 per person.   I will contact ********************* for her address, etc., and request a check tomorrow.  Please know that this was an air issue and an insurance issue due to their delay, but so happy to hear that the airline and the insurance refunded them.  
  
  They should be made whole now.   
  

  
  

  Customer Answer

  Date: 09/12/2024

   
  Attn:  BBB Resolutions Dept 
  
  On September 9, we received an email from Globus indicating we would
  receive a refund of $228.33.
  
  Thank you for all your efforts.