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Business Profile

Travel Agency

G Adventures, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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 March 13, 2024 I paid G Adventures $350.00 deposit for the Highlights of *************** tour. On May 21, 2024 I paid the remaining balance of $6735.20. I paid G adventures a total of $7085.20. On July 20, 2024 I was the victim of the CrowdStrike computer issue and my Delta flight was cancelled and there were no available flights to ********* for a week. I was unable to get to ****** for the tour and contacted G Adventures immediately. I was told because I did not cancel 60 days prior to the tour beginning on July, 22 2024 they would not provide a refund. I requested the opportunity to go on the tour at a later date and they refused. I did not just cancel my trip. I was at the airport, at my gate and all Delta flights were canceled for days and I could not get to ****** for the tour.

    Customer Answer

    Date: 08/31/2024

    I have not heard from the business in response to my complaint. I was told I would be contacted by a supervisor within a week to discuss this issue and after 10 days I have not received a response. There is no way to get in contact with any employee higher than the phone agent to discuss my concerns. The phone agents have no authority to issue refunds and only indicate it is company policy not to return customers' money.

  • Initial Complaint

    Date:03/21/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Have been calling/emailing this company to cancel a reservation purchased in January, but no one ever answers the phone/respond to emails. I need my refund and I am still 90 days away from the departure date

    Business Response

    Date: 04/10/2023

    Hi there, 

    I have reviewed this client's profile and found that a service was placed on hold on Jan 23, 2023 but automatically expired on Jan 27, 2023 when no payment was made. I found this information with the provided email address; no other booking numbers were found. If there is another booking, please email ************************************* and our sales team will happily assist further. 

    Best regards, 

    Customer Solutions

  • Initial Complaint

    Date:10/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 March 15 or so, I booked a trip to "Ultimate ***** and ********" and my pre-trip and first 10 days were really good. I contracted a minor case of Covid on the 20th, and was kicked off the tour. I lost $2367 and some change. The company will not apply it to the next trip, they are just keeping it and told me to go through my insurance. I feel that this is unethical. They are being illegally enriched on my dime. Yes, I have cancel for any reason, trip cancellation/interruption and medical insurance for this trip. Since I did not want to stay in one place, and it was difficult to get to the Pyrenees, and the 4 others decided that as well, I did my own tour. I ended up paying another $2800 to redo the tour. My insurance will cover that, but I believe that G Adventures should apply that $ to my next trip. I have requested that, but it seems to have fallen on deaf ears.My ask is: return of S2367 or to have that money applied to my next trip.

    Customer Answer

    Date: 10/20/2022

    I have not heard from the business in response to my complaint.

    Business Response

    Date: 10/27/2022

    Hi *****, 

    I can appreciate your frustration regarding COVID-19 protocols although when confirming travel in the current climate, you're agreeing to G Adventures' Travel with Confidence policy. This states that should a client test positive for COVID-19, they must leave the group and follow all local government restrictions. In order to ensure our clients are supported locally, a member of our regional operations team remains in contact, providing assistance where needed. G Adventures also recommends the purchase of a comprehensive travel insurance policy that includes a COVID-19 clause in the event a situation of this nature occurs. 

    Although I understand your desire for the funds to be transferred to an upcoming booking, I must respectfully remind that all tour services were already paid for and confirmed by G Adventures. As this is the case, the first step in recovering cost must be through your insurance provider as that is their intended purpose. 

    Should your claim be denied, please send your denial letter to the customer solutions team and we will determine what, if any, additional support can be provided. 

    Thank you again for taking the time to send through your feedback. Client comments are the best way to ensure we are continually improving. 

    Best regards, 

    G Adventures' Customer Solutions team

G Adventures, Inc. is NOT a BBB Accredited Business.

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