Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/11/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
We booked a River Cruise on the Danube with Non-Stop Travel (***) and paid $500 deposit to ***, $500 for Avalon and $1921.11 for Travel *************** all to ***. The tour was for June **** and on 9/6/23 *** advised that they made a decision to cancel the tour due to low tour participants. The only options they provided was to book another Avalon tour through ***, travel on the tour independently (without an escort) or cancel and receive the *** deposit as a refund, the Avalon deposit is not refundable and the insurance could only be used for a future trip. It took me a long time to convince my husband to go on this trip and he only agreed because it would be an escorted trip. He no longer wants to go on any future trip with *** nor go on the cruise on our own. This cancellation was not our choice and the disclosures provided by *** stated that "should the minimum passenger requirement is not met a future cruise credit/refund will be provided". We interpreted this to mean we would have the option of a credit or refund. I've tried to work it out with the Manager Director of *** and after bringing these points out, his only response was "I'm very sorry we do not see eye to eye". He did not even try to defend the statement on the disclosure.Customer response
10/11/2023
More Information...I believe I attached the wrong document. This confirms payment made to Non-Stop Travel including insurance.
Business response
10/26/2023
Aloha BBB,
Due to low participation, NON-STOP TRAVEL cancelled this river cruise as an escorted group.
The AVALON WATERWAYS river cruise is still operating and it remains available for M/M CUI to continue their travel without a group from ******.
1/ The initial $500 per couple deposit to AVALON WATERWAYS is NOT REFUNDABLE.
As an act of good faith, NON-STOP TRAVEL will refund M/M CUI with our own funds - $500.
2/ The initial NON-STOP TRAVE: $500 per couple deposit will also be refunded.
3/ TRAVEL GUARD TRAVEL INSURANCE premiums are NOT refundable. A FUTURE CREDIT VOUCHER for $1,921.11 will be issued by TRAVEL GUARD
NON-STOP TRAVEL politely declines M/M CUI's demand for a cash refund..
Respectfully,
Customer response
10/27/2023
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
05/30/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On April 29, 2022, I booked a UH vs SJC Football tour with Non-Stop Travel departing on 11/24/22-12/1/22 for a party of three (3). A check for $900 for the deposit was sent to NST. In addition, Travel *************** Vouchers (value $1,640) credited from a previous tour were applied to this reservation as confirmed on the Deposit Confirmation dated 5/5/22 received from ***************************, NST Travel Advisor.Subsequently, due to a cancer diagnosis requiring treatment dates that conflicted with the tour dates, it became necessary to cancel our reservation. I notified NST verbally by phone on 8/22/22, and by letter on 8/24/22, of the need to cancel and requested a refund of 100% of the trip cost. Despite multiple phone calls, letters and emails over the recent 9 months (8/22/22 - 4/6/23), I still have not received a refund. To date, I have not received a response to my last email dated 4/6/23 requesting an update of my claim. Ignoring or delaying responses to phone calls, letters and emails, which has been the pattern thus far, is totally unacceptable and unprofessional.I am requesting a refund for the deposit of $900, administrative fees of $225 and for unused travel vouchers valued at $1,640 (original voucher expiration date of 5/21/22 was extended to 12/31/22 by Travel Guard) for a total refund claim of $2,165. In submitting my request for refund, I have adhered to the terms and conditions of the agreement and followed guidance and directives as given by ***************************. I expected and deserved the same professional conduct and courtesy from NST, however, the same was not extended to me. My questions and concerns regarding inaccurate information filled in on the pre-populated claim form I was asked to complete have not been addressed satisfactorily. This entire ordeal has caused me extreme stress and anxiety and many sleepless nights with detrimental effects on my health. I am seeking immediate refund of $2,165 due to me in final settlement of my claim.Business response
06/10/2023
Aloha BBB,
Have responded directly to this client and believe it is satifactory.
Thank you very much.
*********************/OWNER
Customer response
06/15/2023
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,
*****************************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.