ComplaintsforGlobus Family of Brands

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I prepaid a Globus Family of Brands dba: Globus Journeys (Globus) tour, ************ (KGAX ****), booking numbers ****** and ******, for 29Nov20. This was cancelled due to Covid restrictions by Globus, and I was advised by my travel agent, ********************* of Travel Leaders **************, that Globus was offering to refund the cost of my tour, or I may keep the money in place for future use. *** travelled many times in the past with Globus, and am always quite pleased with their tours. So, appreciating the financial impact of a force majeure event upon Globus, I replied that they might hold my money during that period, not realizing my decision to help Globus in this respect would eventually be rewarded with prohibitive medical restrictions and a refusal to refund my money. This good faith allowance shall in no way constitute a new contract or a renegotiation of the original. Payments: 11Nov19$500 01/17/20$250 17Sep20$666 17Sep20$665 The interruption in travel and my understanding that I could utilize the monies held for travel under the original T&C form constitute the extenuating circumstances which carry my complaint beyond the standard one-year period. When Globus resumed travel, they included a Covid vaccine passport policy requirement which represented a substantial material change to the original T&C and one in which compliance would be medically impossible. For privacy and medical disclosure reasons, Ill not include those details here, but can provide in separate communication, if requested by BBB.I requested a refund on 10Sep21, explaining that travel under these T&C was not possible. I was then informed that Globus would not refund my money, citing that I had not purchased travel insurance, nor elected what they called, the Peace of Mind Travel Plan, and my money was now considered a Letter of Credit expiring 31Dec22, not redeemable for cash, the only concession obtained on 28Jan22 to extend the Letter of Credits expiration to 31Dec23.

  

  Business response

  08/15/2023

  Good afternoon, 

  In response to the concerns that have been submitted, it is correct that per our Terms and Conditions at the time of the pandemic in 2020, that cancellations were necessary and that guests were either given the option to cancel within a specified timeframe or have their existing payments put into a "****** of credit" to be used for future travel at a time when travel was once again possible.  I have confirmed that an extension of the expiration date was provided to the Smartwood's and that this was through 12/31/23.  This would mean that they need to be booked and deposited on a new Globus Family of brands vacation by the expiration date, not that they have to travel by that date.  As such, the ******s of credit can be used on a vacation taken in 2024.  In reviewing our current policies, no additional extensions are currently being granted.  If the Smartwood's are unable to travel due to medical reasons and can no longer use the ******s of credit that are issued in their name, they can certainly send a copy of a doctor's ****** to us, and we can request a review at the Executive level.  An email may be sent to me at ******************************************************** at which time, I will gladly have this reviewed by my Manager. 

  Best Regards, 

  ********************* for *************************** / Guest Resolutions 

  

  Business response

  08/15/2023

  Apologies...the autocorrect function changed the guests name numerous times to Smartwood.  I do realize that their name is *******************  Apologies once again. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Globus was completely useless when planning our trip in *********. They booked tours that conflicted with our connecting flights. They claimed they couldn't book certain excursions because they weren't available. We called the places directly and were able to get a tour. The problems with Globus started immediately upon arrival into *********. We were supposed to have someone meet us at the airport. No communication was provided and we ended up taking an Uber. Globus acknowledged the error and reimbursed us.The next problem was when we went to Uluru. Globus scheduled us for a sunrise tour with AAT Tours very early Friday morning which returned to the hotel by **** am. The only shuttle to the airport left at **** am. Globus knew we had a flight out that day from Uluru back to ****** (there is only 1 flight per day). We had to cancel the tour and rebook another tour for Thursday. We never were refunded. Instead, Globus stated that it was our problem if we rebook. We were forced to pay an additional $236. Totally unacceptable and incompetent. Further, the Globus app wouldn't work and the people in ********* indicated they don't use the app. We wasted an enormous amount of time in ********* due to their incompetence. Certain tours that could have been scheduled were not booked leaving us filled with unnecessary down time or forced to do our own bookings.

  

  Business response

  07/26/2023

  To Whom It May ******************** you for letting us respond regarding the complaint from ************************************  As we explained to ********************** travel agent when she contacted us back in **** is that ****************** and ******************** purchased their own Optional Excursion.  This optional was not through the Globus family of brands and unless they paid something to us directly that we did not give to them, we would not refund.  We were told from our ***************** in *********, that our guests received everything that was on their itinerary with the exception of their arrival transfer.  Unfortunately, they said they did not receive transfer instructions that we sent to them, so they had to take another form of transportation to the hotel.  Our Local Host did refund them they money that they spent out of pocket.  

  We will keep to our first response of no refund given to the guest for their outside optional excursion payment.  

  Again, we thank you for letting us response.

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

  Guest Resolutions/The Globus family of brands

  Customer response

  07/26/2023

   
  Complaint: 20315325
  
  I am rejecting this response because: This response doesn't address the main issue. The sunrise excursion Globus booked us on arrived back in the hotel at ****am. The only way to get to the airport for the one flight a day to ****** was to take a hotel shuttle at ****am. Unless Globus can explain to us how we could make a flight to ****** using a shuttle bus that leaves at ****am when the excursion returns at ****am, we would be happy to resolve this and dismiss the complaint. Unfortunately, they refuse to acknowledge their negligence and incompetence when they booked our excursion. We had no choice but to use another company for the sunrise excursion. It is irresponsible and unfortunate that Globus refuses to acknowledge their error in booking us on an excursion that would leave us stranded in Uluru. We had no hotel room for Friday night in the event we took their sunrise excursion and didnt make the shuttle to the airport. Their flippant and cavalier attitude that we arent entitled to a refund because we went with another company is absurd. The communication we had via WhatsApp clearly demonstrates the concerns we were having with Globus and their refusal to fix the problem. This isnt a situation where we decided to take another excursion in lieu of the one Globus scheduled for us. This was a situation where we had no alternative and no other options. We couldnt take a later excursion (its a sunrise excursion), we couldnt go the next day since we were booked on a flight that morning to ****** and we didnt have a hotel room for Friday evening in Uluru. We were forced to reschedule all our excursions in Uluru due to their negligent actions. To me, it's straight forward incompetence!

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

• Initial Complaint

  06/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked Tour ZW 328 through Globus under Booking Reference #****** that clearly advertised tour was limited "to an average of ******* guests". The tour had 45 guests, no where near an average of 24. The advertised "average of ******* guests" was the compelling reason I signed up for this tour and was unpleasantly surprised to note the number of guests at nearly twice the advertised "average". Globus intentionally engaged in dishonest advertising, and I wrote my attached letter of April 29, 2023, indicates my extreme displeasure and request for reasonable rebate on the cost of the tour. Globus has not responded to that letter, and unless I file a formal complaint with a reliable and responsible entity, I don't anticipate Globus to respond. I specifically do not want and will not accept any credit toward any future travel with Globus or its affiliates, as I do not trust them and don't intend to go through this again.

  

  Business response

  06/16/2023

  Good afternoon, 

   

  Please find the following response that was issued directly to ************** today.  Should you have any questions, please do not hesitate to contact us. 

  Best Regards, 

  ********************* for *************************** of Guest Resolutions 

  Customer response

  06/19/2023

   
  Complaint: 20171818
  
  I am rejecting this response because:  see below  text of email sent today (June 19, 2023) to *************** at Globus)

  Dear ****************,
  
  I will add to my dispute with Globus that Globus' delay in timely responding to my letter was due to failure on the part of the **** and/or your office being moved.  The responsibility for the delay I lay at Globus, and the only reason I received a response was due to my filing a complaint with the BBB.
  
  I also dispute the assessment of your ************************ because while I did not specifically request a small group tour, it was my understanding that was exactly what I was seeking information.  It was not clear at all that I needed to specifically request a small group tour as I had clicked on that tab and thought that's what I had.  On several occasions during my phone calls, I mentioned that I liked that the tour was limited to no more than 24 people.  At no time, did any of the people I talked with say anything differently as to the size.  For training purposes, Globus needs to train their employees better on providing full information.
  
  The $150 credit voucher offered by Globus on future travel is no more than I've already been offered as a possible returning traveler.  I will not travel with Globus again and find the offer to be dismissive at best..
  
  Globus' response is not acceptable to me.
  
  ***********************
  
  

   

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

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Subject: Letter of Complaint Globus **************** of ***************** QCE 30508K Small Group Discovery Reservation Number ******, Affordable Travel Booking # ****** Land Dates: May 8th May 21st, 2023 Dear Globus Client Relations.The **************** of ****** **** covers two countries, ****** and ******. This letter of complaint is specifically for the ****** ******* of the **** and addresses both the size of the **** and the incompetent, rude **** director, ****************. It should be noted that the ********************* ********************, was excellent. He was professional, knowledgeable, had excellent English and communication skills, energetic, polite, and loved his job. ***** made the ****** ******* of the trip memorable. We left ****** with a better understanding of the country, culture, economy, and the people. ********************** should be acknowledged, whereas the ****** **** director, ****************, should be banned from any further ****** ****s until he is properly trained on the country he is representing, the atrocities of the Holocaust, organizational skills, basic social skills, engagement in his job, etc. The following will address our issues with the ****** **** and is in three parts. 1) Tour Director, ****************; 2) Size of **** group; 3) Summary.A.TOUR DIRECTOR **************** The ****** Tour Director, ****************, was so incompetent that we will break the issues encountered into categories as follows:1.FREQUENT USE OF GERMAN LANGUAGE AND REFERENCES TO ****** TOURS, PEOPLE 1.1He frequently substituted ****** for English. His explanation was that his mother was ******, and he usually had ****** ****s. He was told by a guest to stop substituting ****** words for English because no one understood him. He continued to refer to his ****** ****s.1.2He would ask ** to carry our Whispers but would not use them. At the ***************** he was asked to please use his Whisper and he brashly asked ** what we had missed. We moved in closer to hear him and was appalled and disturbed, as were others, when he ended with the statement that the ******* also suffered. This antisemitic remark has no place in this world, especially when visiting the ***************** Apparently, he has never visited the **************** or the ***************** He would not even walk through the Museum with the group to elaborate what was on display and why. How thoroughly does Globus check the Tour Directors background. ***************** actions during the **** would indicate he has a ****** preference. 2.COMMUNICATION SKILLS 2.1***** was not articulate. It was very hard to follow his explanations, the few he did provide. He has a strong accent and difficulty fluently speaking the English language. 2.2***** would get on the bus in the morning, say a few words for a minute and then talk to the bus driver for an hour or more without any explanation about the names of the towns, industry, people, economy, etc. A few examples: May 12th we boarded the bus at 7:45AM. ***** did his count a few times and then started a conversion with the bus driver until 8:35 when he told ** we would be getting off in 5 minutes. No communication for almost an hour. Another time traveled from 1:53PM to 3PM. ****** only communication was with the bus driver. These are only a few examples that I timed because it happened so often. 2.3If someone asked him a question, he would say he would talk about it later. Later happened very infrequently and it became a frustration with people on the bus. 2.4He would refer to the group as Hey Guys. At one point Someone said to him its Ladies and Gentlemen. He then started referring to Ladies and all others as well as Hey Guys. Is this how Globus trains the Tour Directors to address their customers? 2.5***** was continually ******* forward, leaving the group behind confused by his short, inaudible directions. On several occasions, he lost people because his directions were unclear.3.ARROGANCE, LACK OF SOCIAL SKILLS and INEXPERIENCE 3.1We heard from one of our co-travelers that Five people from another Globus group joined our group for the ******************* ******************. We chose not to attend. Their **** director was *****. When our group arrived at their hotel Tomer did not get off the bus to welcome *****. It became obvious within a few seconds that ***** was engaged with his group. Yaron quickly included the rest of our group while Tomer sat, as usual, disengaged. Yaron treated everyone with respect, looked after everyone from both groups and answered questions. Once the show was over and Yarons group disembarked at their hotel, ***** snickered and said, what do you think of that group? ***** did not appear to understand that Yarons engagement with the groups were the qualities of a good **** director. 3.2***** did not leave the Whisper for the **** guide in Bethlehem to use. Regardless the Bethlehem **** guide, ***, made do without the Whisper and gave a good ****.3.3At the Farewell dinner, ***** ate fast and left. The people at his table asked for a picture. After the picture he left. We were at another table of 6 people, and he did not come over to make any farewell comments, or goodbye. He just left. 4. KNOWLEDGE 4.1. On May 8th, at the Welcome meeting, ***** walked in and introduced himself but failed to ask all travelling guests to introduce themselves. He read everyones names with difficulty as he could not pronounce the names properly and simply asked for everyones Passports so he could verify the Passport Numbers for the ****** ****s. We asked ***** to make sure the ****** **** includes the two extra days that we were staying post-****. His **** response was that he knew nothing about the ****** ****s. We told him the Globus documents that we received clearly state that we need to inform the Tour Manager to ensure that any pre and postdates booked by Globus or by ** are covered by the Visas. ***** was unresponsive. 4.2 As mentioned previously, daily someone would ask ***** a question and he would tell the person that he will talk about it later. Later usually never happened. 4.3. His explanation at various sites was to read a verse from the Bible or google.4.4 On most site visits, ***** would not enter with the group. He would wait outside after telling ** to go look at each site ourselves. So there was never a narrative of what we were looking at. On more than one occasion some of the group would listen to another **** guide (not Globus) to get a more coherent explanation of the site. 4.5 He asked another guest ***********************, to videotape him giving an explanation. we believe this may have been after our complaints to Globus and their communication to him about our complaints. 4.6 He would read narratives from ****** whenever we visited a site before we entered. He did not know enough about the places and so would use ****** to just read word for word what was written. 4.7 Towards the end of the ****, ***** told the group not to ask questions about what he had already discussed. He frequently referred to what he had already discussed?? Apparently, he was confused or perhaps he gave an incoherent explanation using a mixture of ****** and English or perhaps he had discussed with the bus driver on the long bus rides where he never communicated with the group. 4.8 People took pictures of the explanation panels at the sites because it was hard to understand *****. Noticing that we were taking pictures of the description, he started to stand in front of them. He was asked to move but refused! 5.SAFETY 5.1 Neither the bus driver nor ***** would help people off the bus. Frequently the last step to the sidewalk or road was sizable. People on the bus helped one another. 5.2 Tomer would not provide explanations of a site on the bus. At the Kibbutz and elsewhere people stood out in the sun. The site visit where ***** fought ******* was a waste. Nothing to see there except barn land. No signposts or explanation panels to indicate that this was the actual site. Made everyone stand in the hot sun when he could have talked about the site on the bus.5.3On the way to the ****** border ***** asked if anyone wanted to give some money for the porters. It was my understanding that this was already covered by Globus. In any event, I had some change, so I gave that to him, as did others. He gave ***********************, from the **** group, a plastic bag with some money and told him to ensure everyones luggage got off the bus while he went inside. ***** gave the money to the ******. Once in ******* the porters also wanted to be paid and ***** had to pay from his own funds. 6 MISCELLANEOUS 6.1 ******* We were told by ***** that ******* services for baggage was not available and we would have to handle our own luggage from the bus to our rooms. This is contrary to what Globus has indicated prior to the ****, This only happened in ****** and due to ****** lack of communication with the hotels. ******* service was available in ****** as *****, the Tour Manager in ****** ensured its availability. 6.2 Dietary Requirements As per Globus documents, we were required to inform the Tour Manager of any special requirements while on the ****. We did so with ***** who was totally unresponsive and would not communicate with the hotels or restaurants in the local language so that the staff there understood our dietary requirements. B.TOUR GROUP SIZE 1.We paid extra for a Premium Small Group **** and made the reservation a year in advance. The total for my trip was $ ******** not including airfare. My understanding was that the group would not be more than 24 people. This **** had 28 people or 17% more than we expected or would have accepted.2.Globus has advised that stated in their material the Small Group Discoveries have an Average of 24 guests. The word average is misleading. Please provide a response to the following questions:a.The average of what?b.For what period?c.How is it monitored?d.By whom?e.Why are travelers not notified that the small group is no longer 24 and provided an option for a full refund?f.The larger group is advertised as 44 46. Is this an average?g.Please provide full disclosure on how the average was calculated for this ****.C.SUMMARY We have traveled with many different **** groups including but not limited to Globus, Trafalgar, Gate1, and ******** name a few. In all those years we have NEVER experienced such an incompetent **** director as we did in ******, nor have we ever felt the need to write such a letter. Globus advertises that Weve prepared everything you need for the perfect vacation-from hand-selected hotels to expert Local GuidesWe left ****** with little more knowledge of the country, people, cultures, economy, agriculture, etc., than what we came with. In conclusion, Globus did not deliver what they advertised. This **** could not be classified as a premium Small Group **** based on the **** size and the incompetent **** guide. It is expected that, in good faith, Globus will reimburse ** for the ****** ******* of the trip OR at an agreed upon time in the fall or spring, and no later than ****, provide a similar Small Group Premium ****, with a competent Tour Director. A response would be appreciated no later than June 30th, 2023.Sincerely,Ashwin and ******************* *************************************************************************** **********

  

  Business response

  06/06/2023

  Good afternoon and thank you for your patience during our review of Mr. and ***************** concerns.  Please find a copy of the attached email correspondence that we have sent to the ****** today, outlining the compensation that we will be extending.  Should you have questions, please do not hesitate to contact us. 

  Best Regards, 

  ********************* on behalf of ***************************/ Guest Resolutions 

  Customer response

  06/07/2023

   
  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

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My original Trip was booked in 2019 under invoice number ****** and was cancelled due to covid in 2020. It was not a cheap trip, totaling $8,750. We received absolutely zero follow up from Globus or our travel agent about rescheduling or possibility for a refund until February 23, 2023 where we were offered a letter of credit (why did this take 3 years?). I spent hours on the phone to get a hold of someone at Globus, only to be told we had until March 31st, 2023 to use the credit. Only a month to decide how to use $8,750?! And no apology or offer for a refund. Absolutely unacceptable. I've attached the email sent to my husband and I by the travel agent with the notice of this credit. We ended up booking a new trip under reservation ******. We weren't allowed to use our letter of credit for the trip deposit, so absurd. Our new trip is in **** and totals $9,436 including travel insurance. My husband got a new job and the trip dates no longer work for us. I called to move dates and was told our only option is to cancel and rebook later if we wish. The rep on the phone confirmed $8,218 would be refunded to my credit card(this is not yet showing on my card but to be fair the representative said this takes anywhere from 2-5 weeks) and the remaining $1,218 would need to be claimed via the travel insurance provider. I called the travel insurance company today (March 21, 2023) and they have no record of my trip or policy on file and said they cannot help, to contact Globus. I have called 3 times this afternoon and tried to live chat with no success. The company has been holding onto our money since 2019 and at this point I'm tired. It's a nightmare to get in touch with customer service and I just want a refund. It should have been given when the initial trip was cancelled.

  

  Business response

  03/28/2023

  Good afternoon and thank you for your patience in awaiting our response.   Please note that ************** was incorrectly advised that the $8218.00 amount would be refunded in its entirety, to her credit card.  As is the case with letters of credit, if the booking is cancelled, a portion of the remaining credit (less any cancellation penalty) is then placed back in the letter of credit bank, for the remainder of the expiration date.  In this case, I did have a Reservations Supervisor listen to the telephone call between their Department and ************** and I can confirm what ************** has advised, in that she was told that the full amount of $8218.00 would be refunded back to her credit card.  As such, the *********************** is now submitting the refund request to our ********************* for $8218.00, to be credited back to ***************  Please note that refunds can take up to 6 weeks to be processed.  With regards to the remaining funds that ************** is seeking through travel insurance, she will need to file a claim directly with the **************************** by either calling them at ************, or online at www.aontravelclaim.com  As is the case with many companies post covid, hold times can be longer than we would like, but it is necessary to reach out to AON directly to initiate the claims process, as they are a third party company from the Globus family of brands 

   

  Best Regards, 

  ********************;

  Guest Resolutions Specialist on behalf of ***************************;

  Customer response

  04/02/2023

   
  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 so long as I receive the amounted owed as a refund on my credit card statement. I would also like Globus to advise on how to contact the travel insurance policy. I contacted them and opened a claim, but have no received any responses from them.  
  
  Sincerely,
  
  ***********************

  Customer response

  06/08/2023

  This is in reference to complaint # ******** I received a check in the mail and it was not for the agreed upon amount of $8,218, it was for $7,540. In addition, in the resolution Globus stated I would receive the balance of $1,218 after submitting a claim with the travel insurance company. The travel insurance company states they never received payment from Globus and do not have record of my trip or travel insurance being purchased for it inter system. Of the total original purchase of $9,436, I am still missing $1,896

  

  Business response

  06/08/2023

  Good afternoon, 

  We have confirmed through our ********************* that the refund of $8218 total was processed. Part by check $7540, and part by credit card $500 & $178.  If the guest did not receive any part of the refund, we would need to know which part wasn't received.  Please also note the following contact information for the ******************** Company:  at www.aontravelclaim.com or ************.  Should any additional information be needed, please do not hesitate to contact **. 

  Best Regards, 

  ********************* for *************************** of Guest Resolutions

  Customer response

  06/17/2023

  I was able to confirm I did receive a partial credit to my credit card in the amount stated by Globus, but I have contacted Aon by both email and phone. They deny any coverage ever being purchased from Globus for my trip and have no records on file. They said it was likely because my trip was cancelled less then 7 days after purchasing that Globus never filed for the protection. Im still missing the remaining balance of $1,218 and would like this resolved immediately. 

  

  Business response

  06/26/2023

  Thank you for your additional reply.  In reviewing this matter with my Supervisor, we regret hearing that there was an issue encountered in trying to submit a claim through AON.  To spare ************** from any further inconvenience, we have cancelled her booking at no penalty and have submitted a work request through our Reservations & ************************ to process a refund of $1218.00 back to ****************** credit card.  As this request was just submitted today, we ask that you allow up to 3-4 business days for this to be processed and for the credit to be reflected on her online statement.  Should you have any questions, please do not hesitate to contact us. 

  Best Regards, 

  ********************* for **** Jaramillo 

  Guest Resolutions 

  Customer response

  07/02/2023

   
  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

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We planned a family trip in March to travel to ***** in November with 13 people to celebrate my sister hopefully being cancer free after having received a liver transplant from my 18 year old son who was the living donor and my brother's 50th birthday. Somehow our reservation was split and we were on different airlines and at very different times, I called and talked to ***** at ************, who told me after checking with supervisors, that if I canceled the airfare that day, I would not incur any penties and would be reimbursed $964 per ticket. She also told me that Globus would still provide transportation, I just needed to send our updated travel information. I knew I would probably incur additional costs at the $964, but what I was told by a company employee was critical to my decision to change of flights so we could travel together and I had to do it that day in October. Also, in hindsight needing to do it that day should have raised more flags than it did. I assumed I would be reimbursed for 5 tickets for my family and my sister at $964 when I hung up the phone. A few weeks later, I see a credit for $2,470 not $4,820. I called back and talked to a gentleman who read the notes and also clearly stated that the $964 was indeed what I was told. I also told him our family story and he told me he would try to get the remaining funds. He called me back to say he was reviewing the tapes. There are tapes of the conversations so those could be requested to adjudicate this case. I did not hear back from him so left a few messages. I was then contacted by ***************************, who told me that only in the old days did companies honor their employees mistakes. I made a financial decision based upon an employee's information and to not honor that is terrible business. In addition, I was charged $200 for a ride to the first hotel on the trip. I was credited an additional $500 because we did go on the trip. See email correspondence.

  

  Business response

  03/03/2023

  Please see the email below I sent to the guest.

   

  Dear *******************,
  
  Thank you for reaching out to us regarding your recent Southern ***** Escape tour. We appreciate the time you have taken to provide us details of your concerns.
  
  As a gesture of goodwill, we will be extending an $1850 letter of credit. This is in recognition of the difference to what you were correctly reimbursed for the flights reflected on invoicing in October 2022 and the amount quoted in error on the phone. In review of financial transactions, please refer to your invoice to note that $494 per person is all that you were charged originally to reserve flights and to date you have been fully refunded this amount for the party of five. Throughout the reservations process, an invoice has been offered via email so that you were consistently aware of your financial transactions and reflects the cost of each provided service. The letter of credit is valid towards the land cost of any Globus family of brands vacation taken within the next two years. When ready to redeem this credit in the future, please present a copy of this email to our ************************ with the new booking number. For any inconvenience that this caused you, we wish to extend our sincere apologies.
  
  Also,a credit of $100 per person for the party of five was already extended on behalf of Globus in November 2022 reflecting our apologies for this misquote.The reservation has been reviewed and only the land tour component and its paid services for the party of five remains. 
  
  In addition, we will reimburse you $200 by check which is the cost of the transfers you had spent while on tour. A check has been requested by the accounting **** to be sent to the following address we have on file. Please verify the address is correct, if is not correct kindly let us know immediately. Please allow 4-6 weeks for check processing.
  
  *********************************
  ********************************************
  Sturgis,**  49091
  
  Thank you once again for writing and for your personal contribution to our quality control efforts.
  
  Best Regards,
  *****
  Guest Resolutions
  
  NOTE TO TOUR REVENUE: $1850 total letter of credit issued by Guest Resolutions on 03/03/23, expires on 03/03/25,Issued to *********************************
  
  

   

  Customer response

  03/04/2023

   
  Complaint: 19505974
  
  I am rejecting this response because:  I do not want a credit from this company. I made first payment to ******* from Blobus over the phone and have no record sent to my email of that payment.  I have attached final 75% invoice with no detail of charges so never have seen $494- only $964 told to me by 2 Globus employees.
  
  Sincerely,
  
  *********************************

  Customer response

  03/08/2023

  To Whom it May ********************* was a severe limitation on what I could write and attach in the 30 minutes for  complaint #********.   .  I would like to add the email confirmation that I would be refunded money.
  
  
  ***********************************, MEd PhD
  

  
  

  

  Business response

  03/21/2023

  To Whom It May *******************

   

  After further consideration as a gesture of goodwill we will extend ******************* an additional check for $1850.

  A check for $200 was already sent to her home for the arrival transfer to:

   

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

  62211 *******************

  Sturgis, **  49091

   

  We are so sorry to hear of the miss interpretation of the air.

   

  Thank You,

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

  Guest Resolutions Specialist

  **************  |  ******************************************************

  ********************************************************; 80237-3525  |  www.GlobusFamily.com

   

  

  

  Business response

  03/21/2023

  Hello,

  We were unable to provide our reply on the website , however, below is our reply, advising of a refund in the amount of $2050.00.

   

  To Whom It May *******************

   

  After further consideration as a gesture of goodwill we will extend ******************* an additional check for $1850.

  A check for $200 was already sent to her home for the arrival transfer to:

   

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

  62211 *******************

  Sturgis, **  49091

   

  We are so sorry to hear of the misinterpretation of the air.

   

  Thank You,

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

  Guest Resolutions Specialist

  **************  |  ******************************************************

  ********************************************************; 80237-3525  |  www.GlobusFamily.com

   

   

   

  Best Regards,

   

  ***************************
  Manager of Guest Resolution and Digital Services

   

  

   

  Globus family of brands

  Globus, Cosmos, Monograms, Avalon

  5301 *****************
  *********, ** 80123

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

  Customer response

  03/23/2023

   
  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

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Saturday, Feb 18, I booked a tour through Globus for December 2023. Less than 24 hours later on Feb 19, I reached out to cancel my reservation, due to the following that all came on Sat nite to Sun morning: unexpected financial reasons (my tax preparer notified me I had to pay this year as I am on Social Security, and it is over $3000, my dental office sent an invoice for $1300 for services denied by my insurance last Oct 2022, and my friend for 30 years called to tell me she has cancer). I did not anticipate these and I am not financially ********, and even emotionally I am not looking forward to it with the news of these life circumstances.I emailed Globus ******** Services two or three times since Sunday Feb 19, with no acknowledgement at all. I called every phone number provided on the five emails I received with all my trip confirmations, the past three days, and today from 10am to 3pm, with being on hold every time having to leave a call back number and when my call was returned, I was told they would transfer me to the appropriate department, or to an agent, and I was then placed right back into the customer service circle of hold, leave a return phone number for an agent to call you back.I finally tried to reach out to the corporate office, where my emails were blocked and to call them "direct" as placed on their website, an app needs to be downloaded and I tried that three times without success.I paid $699 downpayment for Land, Air that $149 of that was for Travel Protection. I was reaching out in less than 24 hours to cancel a trip that is 10 mos away, and its been four days and not even the agent who made the reservation will call me back today, and leaving three messages for her.Please, can someone help me? Thank you, ***************************, ************

  

  Business response

  02/22/2023

  RE: Invoice#******, *******************************

  I have read over the information from ******************** and see she did indeed attempt to cancel her reservation within the 24-hour window allowed to cancel with refund of deposit but was unable to do so. A refund request was completed for the deposit of $699.00 and that amount will be credited to her card within 4 weeks.

  Globus Family of Brands would appreciate the opportunity to welcome ******************** on a future Globus adventure.

  Thank you.

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

  Guest Resolution Specialist

  Globus Family of Brands

   

  Customer response

  02/22/2023

   
  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,
  
  ******************* ***************************

   

  Thank you for your assistance... and to the business for their most expedious resolution.  I am grateful.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Back Archive Move Delete Spam re: Globus and Its ****** Companies Yahoo /Sent ******************************* <*******************>To:****************************************** Sun, Feb 12 at 4:39 PM ******************************* ********************************************************** ***** February 12, 2023 *********************** CEO ********************** Family of Tours Dear ****************:This summarizes the problem.My husband and I have been trying to use vouchers as part of the cost of a 7 day independent tour: to ****, ******** and ******. We want to fly premium economy and non-stop from ******. We've decided to book the airline ourselves. It seems that various agents talk with us, and maybe because of our conditions- (non-stop and premium economy) and other uncertainties, they do not call us back as promised. I always thought that tour agents can help take out the uncertainty of travel, but now I assume it is not so. Also, none of the agents with whom I've spoken have gone on a Globus tour, and others are not familiar with the tours themselves. I've spoke to a couple who even mispronounce the destinations. Others, have only been booking for a few months. I did speak to a manager and she also was supposed to get back to me, but hasn't. This is unprofessional and unacceptable. We are frustrated and we can't look with other companies because of our vouchers. Besides, wouldn't one think the agents would want to earn credits?****************, we want to book the May 11 tour. I did look at the reviews. Please, see below. I don't want to add to the poor reviews. We are very frustrated. Please get back to me as soon as possible. Thank you. Truly yours,******************************* ************ **************** did not respond to this letter so I wrote again emphasizing that since I hadn't received a response, I was about to contact the Better Business Bureau.

  

  Business response

  02/16/2023

  *************** to *********************** and her concerns,

  I am the Guest Resolution Specialist for the *********************** of **********************, and I was asked to research your concerns regarding a potential tour of *****. In researching your concerns, I reviewed the original booking KID ***** cancelled tour due to COVID 19, that was voluntarily cancelled by you January 9, 2020, which was before Globus formally cancelled that departure. An insurance claim was filed with Trip Mate Travel protection, which was our travel protection carrier at that time. May I ask you to email me copies of those certificates as they do have an expiration date. Normally travel certificates are valid for two years. 

  From the email correspondence I have read, I understand you and your husband are very excited to plan a trip to ***** and wish to work with a seasoned Vacation Planner. You mentioned in your email that the date of May 11 is the target date for your holiday. I do see 11 quotes for various tours have been emailed to you beginning in January 2023, and I believe you are interested in the M3A Independent tour by Globus?

  I am happy to assign a seasoned Vacation Planner to assist you with the planning of your trip. Please email me front and back copies of the Trip Mate travel vouchers at your earliest convenience.

  Thank you!

  ***************************, Guest Resolution Specialist, email:   **********************************************************

   

  Customer response

  02/17/2023

  You will note on the previous e-mail a letter we got that the vouchers are still valid.

   

  To whom This May *************************** style="color: rgb(38, 40, 42); font-size: 12pt; font-family: "Times New Roman", serif;">I appreciate a Globus guest resolution specialist responded to the complaint that I sent to the Better Business Bureau. I am disturbed that they waited until I filed the complaint to make contact. That shows poor consumer relations.

  I am sending copies of several pieces of communication between us for you to review in this e-mail itself..

  I hope this is not disjointed.. 

  Furthermore, I am skittish now after reading so many complaints about GLOBUS to book a tour. If they returned half of the penalty, it would show that they are sincerely interested in their consumers, though, the service we did get was poor. I'd much rather give a compliment than a complaint.

  Thank you for giving this matter your attention.

  ******************************* <*******************>

  To:******************************************************************                     (I DID NOT GET A REPLY)

   

  THIS LAST LETTER GOT ME THINKING ABOUT POOR CONSUMER RELATIONS AND LACK OF KINDNESS> GLOBUS KEPT HALF OF OUR MONEY> I DON"T KNOW WHY WE MUST PENALTY FEES. We DID NOT KNOW MY HUSBAND WAS GOING TO GET THIS DEADED BLOOD CANCER. I would have thought that the GLOBUS "FAMILY", would have some compassion and not penalize us entirely. How Disappointing.

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

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

   

   

  ******************************* <*******************>                ****** really listened and tried to help.

  Dear ******,

  Thank you for your soft-spoken manner, diligence and willingness to help me find the amount of the insurance credit. I think so many of us have become indecisive about traveling abroad for the last three years or more. My husband is now in remission from a non-life-threatening blood cancer that debilitated him while he was participating in a study at *********************************************** in Manhattan. The study was completed about 5 months ago and there is no sign of cancer in his bone marrow. He was in and out of the hospital with pneumonia, *****, and the side effects of the disease and meds It took a toll, but not only because he became so ill, but because he is a dedicated psychologist who helps mentally ill adolescents and children. The parents and kids are thankful they have such a caring therapist who doesn't judge or watch the clock.  Luckily, his Oncologist does not believe cancer will return, but there is no cure. 

  Anyway, we do want to go to Europe. He still tires easily, so a tour is probably not for him. If you can find us a great deal to *****, or *****, Ireland or ****** for 5 days, we would be gracious. 

  Also, thank you for your patience in dealing with our problem.

   

  Sincerely,

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

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

   

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

   

   

  ******************************* <*******************>I DID NOT GET A REPLY

  To: *********************

  Customer response

  02/27/2023

  Weeks ago, I sent several e-mails expressing why I have dissatisfaction with Globus.IN summary, I phoned several times asking for help to book an independent, preferably, tour with Globus also, its affiliates. I listed my criteria, premium economy from ****** to ****, non-stop. I wanted the prices. Representatives said they would follow up after sending the information. None did, except the Globus manager. When I called the others back, either another person said that particular agent was not in and would phone me back or I got a voice mail. When I got the information e-mailed from the manager, she e-mailed back but did not address the concerns I had sent her. She knew I had to use my vouchers and would definitely book, so why didn't she phone me to follow up? This is frustrating, and had we not had the vouchers, we would never book a tur with Globus or its family members. Aren't businesses there to help the consumer and try to get the best prices.  I wrote the *** and got a form letter back not addressing why we had to cancel the original tour. He was diagnosed with a blood cancer,and had to have two years of treatment. Who in the world could conceive of a then healthy man going for a yearly exam and getting results to frightening? 

  The manager only responded because of my complaint. I would like to book the tour with the same criteria and ask for $500 compensation for Globus being unresponsive. Businesses in good standing follow-up.

  Thank you.

  Sincerely,

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

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

  
  Back Archive Move Delete Spam re: Globus and Its ****** Companies Yahoo / Sent ***************************;To: ****************************************** Sun, Feb 12 at 4:39 PM ******************************* ********************************** *********, ** ***** February 12, 2023 *********************** *** Globus Family of Tours Dear ****************: This summarizes the problem. My husband and I have been trying to use vouchers as part of the cost of a 7 day independent tour: to ****, ******** and ******. We want to fly premium economy and non-stop from ******. We've decided to book the airline ourselves. It seems that various agents talk with us, and maybe because of our conditions- (non-stop and premium economy) and other uncertainties, they do not call us back as promised. I always thought that tour agents can help take out the uncertainty of travel, but now I assume it is not so. Also, none of the agents with whom I've spoken have gone on a Globus tour, and others are not familiar with the tours themselves. I've spoke to a couple who even mispronounce the destinations. Others, have only been booking for a few months. I did speak to a manager and she also was supposed to get back to me, but hasn't. This is unprofessional and unacceptable. We are frustrated and we can't look with other companies because of our vouchers. Besides, wouldn't one think the agents would want to earn credits? ****************, we want to book the May 11 tour. I did look at the reviews. Please, see below. I don't want to add to the poor reviews. We are very frustrated. Please get back to me as soon as possible. Thank you. Truly yours, ******************************* ************ **************** did not respond to this letter so I wrote again emphasizing that since I hadn't received a response, I was about to contact the Better Business Bureau.

  

  Business response

  03/20/2023

  Hello ******,

  I do apologize for any inconvenience you have experienced in your quest to make travel arrangements with Globus Family of Brands. Please know I understand you are concerned about response time and wish to work with one Vacation Planner while making your initial travel arrangements. 

  To this end, I asked one of seasoned Vacation Planners, who is very familiar with *****, your travel destination, to get in touch with you and I see that has happened today.

  We look forward to welcoming you and your husband on one of our wonderful ***** trips this summer.

   

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

  Guest Resolution Specialist

  Globus Family of Brands

   

   

  Customer response

  03/21/2023

   
  Thank you for suggesting a knowledgeable representative phone me. I am hoping you will agree to giving us each a two hundred dollar voucher to be used for this tour. 
  Thank you in advance.
  

  
  

   

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - In December 2020 we booked a Land Tour called "Austrian Safari with ******************* Code PLE2 t t through a travel agency.- The tour was ordinally booked for September 2021 and was subsequently rebooked for September 2022, and again rebooked for September 2023.- While recently reviewing the tour and payment details again we discovered that the tour itinerary and Tour Code had been changed since the original booking.- Specifically, the Ningaloo Reef had been eliminated from the itinerary.- Of particular interest for selecting this tour was the opportunity to see and perhaps snorkel around Whale Sharks and Whales on the Ningaloo Reef.- We were never informed of the change in the tour itinerary.- Once aware of this itinerary change we decided to request a cancellation of the tour and refund of payments made through our Travel Agent.- We did so earlier this week and on January 18 our Travel Agent informed us that Globus had applied a penalty of $3046.74, and therefore there would be no refund. This was the amount of our deposit.- Upon reviewing the Globus refund policy, it appears that deposits are not refundable.- Given that we were not made aware of this material itinerary change, it just seems wrong that we are being denied a refund in the absence of being properly informed by the company.- I am very willing to accept a reasonable Administrative Fee (10%) for cancellation of this tour.

  

  Business response

  01/31/2023

  Good afternoon and thank you for your patience in awaiting our response.  In reviewing the concerns that ************** has shared in this complaint, our records indicate that our Guest ********************** has not been contacted directly regarding any requests for consideration in relation to the cancellation penalties that have been assessed on ****************** reservation.  In reviewing the reservation, we only see funds of $1100.00 that were transferred from ****************** prior booking, to this recent one that was cancelled.  We see no such amount totaling $3046.74.  If ************** has any documentation which confirms this penalty or funds paid to us totaling more than $1100.00, he *** contact me directly at ******************************************************** to submit this documentation for review.  Having reviewed ****************** concerns with my Supervisor, as a gesture of goodwill, we will gladly provide a letter of credit to him totaling $1100.00 that *** be used towards the land cost of any Globus family of brands vacation taken within the next two years.  If he is interested in accepting this offer, he *** contact me at the aforementioned email address, and I will email the credit information to him.  

  Best Regards, 

  ********************;

  Guest Resolutions

  Customer response

  02/01/2023

   
  Complaint: 18838880
  
  I am rejecting this response because:

  1. This tour was booked through a ************* and therefore I requested a cancellation and refund through this Agency.

  2. I have made 4 payments on this tour either through the Agency or directly to Globus totaling $3046.74 as documented on Credit Card Statements.

  3. These payments are as follows and total $3046.74.

       - December 2, 2020  $500.00

       - December 3, 2020  $1284,74

       - December 4, 2020  $600.00

       - July 26, 2022  $662.00

  4.  On January 18, 2023 after requesting a cancellation and refund from Globus, through the *************, I received a return email from the Agency indicating Globus had been contacted regarding my request.

  5. A copy of this email is provided as an attachment.

  6. This email reflects a payment of $3046.74 and a penalty of the same amount.

  7. I requested a cancellation of this tour because Globus had eliminated destinations that were important to us, as previously indicated, and without telling us.

  8. I'm willing to pay a !0% Administration Fee for the cancellation, which seems very appropriate under the circumstances described above,

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

  

  Business response

  02/09/2023

  Thank you for your additional message.  In reviewing your booking and the payments that we see in our records, we must note that the only payments showing as made to our company are for $500.00 on 12/2/2020 and $600.00 on 12/4/2020.  If any additional payments were made to your ************** ********************** you will need to contact them directly.  Please note that no air was purchased through our company, nor was travel protection purchased.  We have extended an offer to provide a full travel credit to you for the amount that you paid us directly, totaling $1100.00.  If you can provide proof of the additional payments that you claim were made to our company directly, we will be happy to review your request further.  For the $1100.00 future travel credit that was offered, that offer remains in effect, if you so choose to accept.  

  Best Regards, 

  ********************;

  Guest Resolutions  

  Customer response

  02/15/2023

   
  Complaint: 18838880
  
  I am rejecting this response because:

   

  1. The attachment provided to the BBB dated 2/15/23, reflects the payments made totaling $3046.74. This statement was provided by my Travel Agent as documentation for the payments made to the tour company.

  2. As noted previously, the reason for cancelling this tour was the fact, that the tour company revised the originally advertised itinerary eliminating locations of particular interest to my wife and I.

  3. The tour company made these changes in the originally advertised tour without regard or any communication with us.

  4. As I've noted before, I'm willing to pay a !0% Fee for administrative costs the tour company incurred to resolve this Complaint as I'm not planning on booking with this company anytime in the future.

  5. I appreciate the effort the BBB has made on my behalf and I'm very pleased to know that the particulars of this Complaint will be available for others to view as they decide with whom they want to do            business.

  6. TRAVELER BEWARE!

  
  Sincerely,

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

  

  Business response

  02/24/2023

  We will gladly reach out to your travel agency on Monday morning as the information listed in our records only shows the aforementioned payments that we have received on the record.  As we do not show the dollar amount that you are indicating, we will be more than happy to reach out to them and find out additional details for you.  Once we receive their response, we will send a follow up message on this portal.  Thank you for your patience. 

   

  Best Regards, 

   

  ********************* for ***********************;

  Guest Resolutions 

  

  Business response

  03/02/2023

  I recently replied to the complaint ID listed above and noted that I would be reaching out to **************** travel agency to obtain more details regarding the payments that he is claiming to have made.  I have not received a reply from the travel agency and therefore, cannot confirm the information that ************** is stating, nor was I allowed to add this information to the record of the complaint.  Please note that the credit card charges that he listed, are titled the cruise line, and do not state Avalon Waterways, or the Globus family of brands.  If ************** can provide us with a credit card billing statement which shows the charges that he is questioning, I will gladly review this matter further with my **********************

   

  Thank you & best regards,

   

  **** CREMER 
  Guest Resolutions

  Customer response

  03/02/2023

   
  Complaint: 18838880
  
  I am rejecting this response because:

  1. As we have said before, we asked to cancel this tour because Globus eliminated locations that were advertised when we initially booked the tour.

  2.Globus made these changes to what they advertised, without any concern or communication with us.

  3. Providing us with a 2-year travel credit so the Globus folks can appear to look like the "Good Guys" is indeed insulting?

  4. We truly appreciate the efforts of the BBB in trying to help us.

  5. TRAVELERS BEWARE!

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

• Initial Complaint

  11/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked a tour to travel in May 2020 (booking #******, Cosmos reservation #******) which was cancelled due to COVID. I had paid $750 USD towards my travel costs by that point, and when my tour was cancelled, I had been issued several emails over the course of 2020-2021 stipulating that I had a credit of this amount and it would apply towards a booking made prior to December 31, 2022 and the booking agent I was working with stated I could push the reservation to 2023 if need be. In June 2022 I had started the booking under Reservation #****** for a tour that would occur in December 2022 and somehow my credit was applied to the payment at the amount of $580 without explanation. After a month or so of back and forth emailing, I got a voicemail indicating the original booking agent is no longer with the company, so I resumed communication with another booking agent basically relaying events to date, specifying I just wanted my credit either explained, or simply applied correctly. I continued to receive incorrect templated update emails from Globus every couple of weeks. Eventually I emailed a request for a cancellation, after which the new booking agent informed me that my credits had expired, without any notice. I then received another voicemail saying I have unused credits with Globus, asking whether I was ready to book another trip. There is clearly poor communication or record-keeping that needs to be straightened out.

  

  Business response

  11/29/2022

  Dear BBB Accreditation Team,

  Thank you for taking the time to email us regarding our guests recent Globus experience.  We always appreciate the opportunity to respond.

  We do sincerely regret reading that our guest is not happy with the booking process and our communication in this instance.  We understand the original booking was made in US Dollars and due to COVID a letter of credit was accepted and issued in US Dollars.  An offer was made for the guest to book in ******** Dollars, which was accepted.  We regret that the concerns with the exchange rate were not addressed and rectified fully at the time of booking.  Upon review, it appears an error was made in the calculation of the exchange rate.
  
  We apologize for the confusion created.  We would be happy to reinstate the original $750USD letter of credit, with the expiration date of December 31, 2023.
  
  If the guest has additional questions, they may email *********************************************************************
  
  Thank you for bringing this to our attention, feel free to contact us if they have any further questions or comments.
  
  Kind Regards,

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

  Customer response

  12/02/2022

   
  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,
  
  *****************

*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. ↩