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:04/12/2025

  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.

  We paid for a trip on 11/5/2024 that would be taken on 6/10/2025 in order to qualify for an ****************** discount. The actual final payment was due on 3/13/2025. A health issue came up which required us to cancel our trip. I notified OAT (Overseas Adventure Travel) of our cancelation on 3/13.I was refunded the cost of the trip in the amount of $36,545 but OAT refused to refund the cost of the Travel Protection ($4,598) in spite of the fact that the trip was cancelled before the travel protection went into affect. I was not informed of any cancellation differences when I pre-paid for the trip; otherwise, I would have delayed paying for the Travel Protection until a later date.I am hoping that OAT will honor the refund request if the BBB issues the request because they have denied my request twice.

  

  Business Response

  Date: 04/14/2025

  April 14, 2025
  RE:      Case# ********

  To Whom It May Concern:
  
  We are in receipt of the above referenced complaint filed with your office concerning Complainants canceled Overseas Adventure Travel (O.A.T.)trip called Ultimate Africaa.
  
  I have reviewed a number of calls that Complainant made with our phone agents. When Complainant made the reservation on October 17, 2024, the deposit that was made included the cost of the Travel Protection Plan. The agent explained to Complainant that the trip could be canceled within 10 days for a full refund of everything, including any travel protection funds. The agent then went on to say that, if Complainant canceled after that time, the Travel Protection Plan would be non-refundable. In addition, through our Terms & Conditions, which Complainant signed through our website later the same day, it indicats that the Travel Protection Plan is non-refundable. While we're sorry that Complainant had to cancel their trip, we must respectfully decline to refund the cost of the Travel Protection Plan.

  Sincerely,
   
  ****** ******
  Traveler Relations
  Overseas Adventure Travel

• Initial Complaint

  Date:02/26/2025

  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.

  On November 25, 2024 I paid a $500 deposit on a trip to ***** and ********* with Overseas Adventure Travel (OAT) for April 2026.I canceled the trip in a conversation with **** at OAT on December 26, 2024. The policy at that time, as well as ****, said that I would get my $500 refunded as the trip was more than 90 days away. (It was more than a year away in fact.) **** said it could take 45 days to get my refund. I said that was unacceptable as they charged the fee as soon as I booked and could refund it as quickly. He reiterated the 45 day time-period.I filed a dispute with my credit card company - *********************** - on December 26, 2024. They have not received any response to date from OAT and I have not been given my refund. It is well over 45 days now.I sent an email on February 20, 2025 to ******** ********, EVP for Traveler Relations, requesting that my refund be processed. I did not receive a reply or a refund. I also posted about my situation on their ******** page a couple days ago and did not receive a response there.This seems to me to be a business making fraudulent claims about their refund process and not acting in good faith.

  

  Business Response

  Date: 02/26/2025

  February 26, 2025
  RE:      Case# ********

  
  To Whom It May Concern:
  
  We are in receipt of the above referenced complaint filed with your office concerning Complainants canceled Overseas Adventure Travel (O.A.T.)trip.
  
  Once a dispute is settled by a credit card company, we have no control over how long it takes the credit card company to release these funds to Complainant. This dispute was settled in Complainant's favor on January 19, 2025, and on January 20, 2025, the money was removed from us by the credit card company. Complainant needs to work with the credit card company to have them release these funds to them.

  Sincerely,
   
  ****** ******
  Traveler Relations
  Overseas Adventure Travel

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After a successful experience with Overseas Adventure Travel in November of 2023 to Sicily, I signed up once again with O.A.T. in November of 2024 for a trip to Venice, Italy, and Croatia which included ten days aboard their ship, Artemis, which holds only 50 passengers. My Sicilian adventure was greatly enhanced by our incredible tour leader, Valentina. Her vast knowledge of the country, and daily surprises for the 15 in our group, was beyond compare. She was a wonderful leader who showed the greatest compassion for each of us. Thus, I signed up again for a much needed vacation to see the one country which I had never been to, Croatia. There were no single supplements on this trip, so I agreed to a roommate (cheaper rate) who was identified to me as a 92 year old lady. I gave OAT my information to share with Stephanie Rose, my roommate. She called me and we immediately bonded and Stephanie offered me a lot of information for my needs for the trip, and sources to get them. We were looking forward to being roommates. Upon my arrival in Venice, on 12/13 (after a long 25 hours of travel due to OAT's poor arrangements to save money), I met Stephanie after being met outside the hotel by my tour leader, Petra, from Slovenia. Stephanie did not realize that our room sharing was also in the hotel, but thought it was only for the ship. She accepted that it was for the entire trip and left to get her tea. Petra immediately told me that I should report to her if there was any problem with my having space in the lovely room at the hotel, which seemed odd to me since she seemed to sense problems coming. I was exhausted and was not thinking of any problem, but looking forward to getting to know Stephanie. The trip was all downhill from then on, with Petra's fast pace of walking through the cobblestone and irregular streets and alleyways, which many of the group was unable to keep up with, especially my 92 year old roommate who was also had a vision problem. I kept asking Petra to slow her pace, as well as several other passengers that I knew of asking for a slower pace, but to no avail. Petra even had the audacity to tell me that I was not Stephanie's babysitter! When I did not stay close to Stephanie, others did in my place on their own. Then two days into my trip my wallet was stolen! Petra kept asking me who I could contact in the U.S. who could wire me money to a Western Union! She never told me that OAT would lend me the money so that I could continue the trip until she finally shared with me that another passenger, Shirley, was getting money from OAT after leaving her credit cards at home. So, on 12/16, late at night, I signed a Promissory Note to OAT for $300. Petra asked me if that was enough to cover the tips, which was only suggested for one amount to cover the crew of the Artemis and another for the tour leader. I then asked her if she was worried about her tip and she said "I never thought you would be tipping me!" I was surprised at her statement. She then went to work, I guess, to find a way to have me removed from the trip that I had paid for! So, on the night of 12/17, she called for me to come to a meeting at 10:00 p.m., to which I brought my roommate and another passenger with whom I had spent with him and his wife for the last 3 days, as witnesses. It was then I was told that I was being removed from the trip, with no explanation, other than I was speaking badly about Petra to others, which is a total untruth. Terry Hau pleaded in my defense to just warn me, but to no avail. I was told to be packed and ready to go by 8:30 a.m. the next morning! So at 84, I was put off the trip in Trieste, Italy, thousands of miles from home. I am seeking to recover the $3,074.00 plus the $100 charged on my return by the airlines for my carry-on bag which was overweight due to my fast packing. OAT has only agreed to $930. I think that O.A.T. should be examined for ethical practices with the elderly travelers they appeal to.
  
  Without a doubt, this was one of the worst expereiences I have ever had in my 84 years of living! The hotel I was finally taken to at about 12:45 p.m., not 8:30 a.m. as I was told to be ready for, was a short 3 minute drive from the ship. Lunch was being served on the ship, and the chef, Glenn, came out to the area I was waiting in, to invite me to have his broccoli soup and some lunch. However, Petra denied me the right to have his soup, and told me that I could not have it, since she had just returned from a morning tour with the group, and was livid that I was still there. Of course, that was not my fault, since the reason was because no one came to pick me up. So, not having eaten since 8:00 a.m., and having had my wallet stolen in Venice two days earlier, I was denied lunch by Petra. Of course, she was obviously not interested in my well being, and sent me off. However, when I got to the hotel which was close to the ship, they had no lunch served in their hotel, only dinner at 7:30. And, to my dismay, they were experiencing a power outage and I had to walk up five flights of stairs to a dark room, and wait for 3 hours till power returned and I could shower and wash my hair. And, as luck would have it,at 7:30 when I was going down to dinner, the power outage occurred again! So, the restaurant could not cook and I was told that I could go to another restaurant, which I ended up doing, walking alone on the dark streets for about 1/2 to 3/4 miles away. My money was quite limited since my wallet had been stolen and I only arranged for $300 from Overseas Adventure Travel as a loan since they wanted the money returned in January and I have very limited funds. And, all of this seemed to happen to me because of this Slovenian woman, Petra, taking a dislike for me, and stirring up trouble for me by soliciting other passengers, whom I had never met or spoken to, to agree to say that I said bad things about her! Why in the world would I even do that, but not have said anything about Petra to my companions who I spent all of my time with? Of course, this happened to me, at 84, in a foreign country many thousands of miles from home. There was no concern for my well being, and Overseas Adventure Travel should be reported as not safe for anyone to go with, since they control everything about your safety and eligibility to stay on a trip you pay for in full long before it departs. The public should know about this behavior of theirs to anyone, regardless of the truth of the situation. For these reasons, I am requesting full reimbursement for the money paid to O.A.T. by me for a trip which I was not allowed to participate in. My blood pressure has been elevated since I returned home from this horrid experience. I am only hoping that my health has not been permanently compromised.
  
  
  

  

  Business Response

  Date: 02/17/2025

  February 17, 2025 RE:?????? Case#********To Whom It May Concern:  We are in receipt of the above referenced complaint filed with your office concerning Complainant’s Overseas Adventure Travel (“O.A.T.”) trip called “Allure of the Adriatic” that was scheduled to depart on December 12, 2024. A representative of the company has left a message for Complainant regarding their resolution. We have had several conversations with complaint regarding this issue.  Due to conduct detrimental to the tour, we have decided that further compensation is not warranted, and we consider this matter closedSincerely, ? Derrick GoodmanTraveler Relations Overseas Adventure Travel

  Customer Answer

  Date: 02/17/2025

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process. Regards, *****  

  

  Business Response

  Date: 02/26/2025

  February 26, 2025RE:       Case# ********To Whom It May Concern:Multiple representatives of the company, including a Manager, discussed this issue with Complainant at length in January 2025. We reserve the right to remove a traveler from our tours, and this decision was made. Complainant has been refunded the unused portion of the trip, and there is no further compensation we will be making.Sincerely,   Andrew FrenchTraveler RelationsOverseas Adventure Travel

• Initial Complaint

  Date:02/10/2025

  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.

  My sister-in-law, ***** ***** and I purchased a trip and travel protection plans to Austrailia from *** on 6/20/2024. A week prior to the trip on 11/13/2024 I became ill and we cancelled. My doctor filed the required info with ********, OAT's contractor. My information was forwarded to Tripmate by ***** *****. I was informed on 11/29/24 that Tripmate had forwarded my claim to OAT. I have contacted both OAT and Tripmate three times since and both say the other has the claim. In late January ***** ***** received a full refund. On Feb 6, 2025 I received an email from OAT saying that they received the claim approval on Feb 5th and it would take 45 days to pay me. In spite of calls to OAT I have not been able to get my refund in a timely manner, yet my Sister-in-law has already received her refund using the same info I submitted.

  

  Business Response

  Date: 02/17/2025

  February 17, 2025 
  RE:?????? Case#********
   
  To Whom It May Concern: 
  
  We are in receipt of the above referenced complaint filed with your office concerning Complainants Overseas Adventure Travel (O.A.T.) trip called Ultimate Australia that was scheduled to depart on November 13, 2024. 
  
  We have left a message for Complainant about this matter. We are still working on this, but we are hoping to be able to bring this to a successful completion. 
  
  Sincerely, 
  ? 
  ******* *******
  Traveler Relations 
  Overseas Adventure Travel 

• Initial Complaint

  Date:01/17/2025

  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.

  In September-October, 2024, I bought a 30 day tour to *********************** through Overseas Adventure Travel. I paid $5,200.00 plus 2600 credits and $8,000.00 in business class airfare. I also paid a petsitter $40.00 a day, long term parking at $220.00, and all the lost business I missed during that period of time. I want my 2600 credit back to use towards a tour that has competent, qualified and experienced tour guides. This tour was a complete waste of my time and money. This was my 18th tour with the company. The worse tour ever. Out of 30 days, 15 days were flying, driving or freetime. The tour guides were new and unqualified. The meals that were included were low budget. All the highlights of the trip were optional tours in the amount of $1,000.00. If I could have changed my airfare, I would have gone home early. I can do nothing at home. The optional tours offered by OAT were not worth the money.******** from Overseas Adventure Travel left a message on December 12, 2024 to address this matter. She left a message stating, "I must be screening my calls," because I did not pickup the phone when she called. ******** stated she was going on vacation and on her return in January 2025 she would call back concerning my complaints.. Today is the 17th of January, still no return call.. So today, I called OAT, Of course, ******** was not available. The agent who answered the phone wanted a full explanation of why I was calling. I told the agent, "******** knows the situation." have her call me.Consumer beware! Overseas Adventure Travel has problems with ethics and honesty. It is hereby requested that the *********************** contact and demand that Overseas Adventure Travel refund the 2600 credits back to my OAT account for future use..

  

  Business Response

  Date: 01/30/2025

  January 30, 2024
  RE:      Case# ********

  To Whom It May Concern:
  
  We are in receipt of the above referenced complaint filed with your office concerning Complainants Overseas Adventure Travel (O.A.T.)trip called A South Pacific Odyssey: *********, the Outback & *********** that departed on September 16, 2024.
  
  A representative of the company has spoken to Complainant regarding their resolution. We're sorry Complainant did not enjoy their trip, but the itinerary is very thoroughly detailed on our website and in the written documentation that was provided to Complainant before departure. As a gesture of good will, we gave Complainant a $500.00 credit towards a future trip with us. While we know this is not the resolution Complainant wanted, we consider this matter closed.

  Sincerely,
   
  ****** ******
  Traveler Relations
  Overseas Adventure Travel

• Initial Complaint

  Date:01/02/2025

  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.

  On 12/21/24 I booked a trip with Overseas Adventure Travel (OATs) commencing June 26, 2025 for a Tanzania Safari. My reservation # is ******* (for two) and ******* (for one). I paid a deposit in the amount of $4,197. On 12/23/24, I cancelled the trip due to a conflict in one persons schedule. I was advised that the refund of $4,197 would take 45 days. As I cancelled this trip two days after booking, it is unreasonable to wait 45 days for a refund. Most refunds are issued from 5 to 7 days. Why should OATs hold my money for a prolonged amount of time? If this company goes out of business, my money would be lost.I called OATS on January 2nd wanting to speak to a manager about this request and there was no manager available. I am asking you to help in this matter. Thank you for your consideration.

  Customer Answer

  Date: 01/13/2025

  I have not heard from the business in response to my complaint. Rather I called them and asked to speak with a supervisor. After five days, someone called me but my concern is still not resolved. 

  

  Business Response

  Date: 01/14/2025

  January 14,2025
  RE:      Case# ********

  To Whom It May Concern:
  
  We are in receipt of the above referenced complaint filed with your office concerning Complainants canceled Overseas Adventure Travel (O.A.T.) trip called Safari Serengeti.
  
  Complainant's refund was processed on January 13, 2025 to the same method of payment that was used to pay for the trip. We are happy to be bringing this to a successful completion.
  
  Sincerely,
   
  ****** ******
  Traveler Relations
  Overseas Adventure Travel

• Initial Complaint

  Date:01/02/2025

  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 have booked a trip with Oat Travel. They offered me Trip Mate as their insurance company without disclosing the policy received by Trip Mate, in fact, doesn't disclose that it directly doesn't pay out but *** has it's own internal self-policies that are in conflict with the stated Trip Mate policy. For example, if I book airfare on my own, OAT will not cover that-- it doesn't state that. In other words, I would have to have two policies. They can't offer interconnecting flights due to their agreements with air carriers and I may have to purchase my own ticket. They indicate the original trip coverage to/from LA would no longer be covered if I purchased my own airfare. My SCHEDULED RETURN DATE INITIALLY PURCHASED ON THE POLICY WAS JUNE 11. When asked about this, they said it was an internal policy. They indicate now they can change the contract. A regular travel insurance would cover all despite whose making the arrangements-- VERY DECEPTIVE! A call to Trip Mate: I was told they had nothing to do with OAT's internal policy of what they covered and weren't allowed to talk to me. The trip insurance was around $1,200. In reality, I do not have a travel insurance policy with Trip Mate that I thought I purchased.

  

  Business Response

  Date: 01/10/2025

  January 1, 2025
  RE:      Case# ********

  
  To Whom It May Concern:
  
  We are in receipt of the above referenced complaint filed with your office concerning Complainants Overseas Adventure Travel (O.A.T.)trip called Ultimate Africa thats scheduled to depart on May 15, 2025.
  
  It is an industry standard that Travel Protection Plans only cover what it purchased through the company providing them. Having said this, we are making an exception for Complainant. If they want to remove the travel protection to purchase it through another company, they may do so up until they make the final payment for their tour. hey can do so by calling our Traveler Support team at **************.

  Sincerely,
   
  ****** ******
  Traveler Relations
  Overseas Adventure Travel

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  While Overseas Adventure Travel offered me a full refund so that I cold purchase a new policy repeatedly, it would have done nothing for pre-existing conditions coverage that is normally required with 14 or 21 days of initial deposit.
  
  I booked another trip but I knew better to book land only for now and NOT with Oats Trip Mate policy.
  
  My issue is that when you take Oats travel insurance company, it does not cover you fro any flights booked on your own. For the same price (and actually even better coverage), I could have everything covered under its Trip Mate Part A with a different purchased plan. Nowhere in the written travel policy that I read when I first reviewed it said that I wouldnt be covered for any airfare paid for by directly me. OAT is very limited in booking airfares. The average traveler like me would have no way of understanding that when they offer their travel insurance at the time of the booking without disclosing these limitations. They know I was booking one segment on my own at the time of deposit.
  
  **** 

  

  Business Response

  Date: 01/21/2025

  January 21, 2025
  RE:      Case# ********

  To Whom It May Concern:
  
  We're not able to compel the travel protection plan to cover something that Complainant has not paid for. A full description of the Travel Protection Plan is on our website, and Complainant had ten days from when they reserved to remove it and get a full refund. We are making an exception and refunding even though we are outside of that window, but the plan is not going to cover something that Complainant has not paid us for. 

  Sincerely,
   
  ****** ******
  Traveler Relations
  Overseas Adventure Travel

• Initial Complaint

  Date:12/29/2024

  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.

  In Oct. 2023 we were to travel on the **************, ****** /******** trip. Because of the Israel/Hamas war, my travel companion developed cardiac issues and we cancelled. We were reimbursed minus flight, cabin upgrades and cancellation insurance, with vouchers with a one year expiration date.I rebooked the trip for Oct. 16, 2024, using the vouchers. On Oct. 14, 2024, one of my championship dogs developed bloat and stomach torsion requiring immediate surgery to save his life. He was hospitalized for 3 days with at home recovery for 2 weeks. After cancelling the trip Oct. 15, 2024, I simultaneously rebooked it for April 12, 2025 and filed for a refund with ********************Since then, I've been bounced back and forth repeatedly between OAT traveler support and ******************** Each says the other is responsible. Trip Mate denied the claim as it was " Not a covered reason in our "Cancel for Any Reason " policy. They referred it back to OAT for disposition. OAT says they don't have documentation. On Dec. 27, 2024, both my travel partner and I were told by OAT that he does not have a claim in evidence, since Trip Mate had both of us on the same claim #.and I would need to reapply separately for him with Trip Mate. *** says my refund is $2841.00, but can 'SEE' additional funds of $9840.; the amount of the voucher. They have no refunds for my partner. A call to Trip Mate 12/27/24 reveals they submitted vouchers to OAT on 12/3/24 for BOTH me and my travel partner. Adding to the pressure to recover the insurance refund is the Jan. ******* final payment for the upcoming aforementioned April 2025 departure for the same trip. If I pay them and ultimately receive a voucher for the cancelled travel, I will once again be obligated to use the vouchers within one year..As this trip is the 20th with OAT, I feel the stonewalling is unethical at a minimum, and skirting fraud. My legitimate claim needs to be settled to allow use with the upcoming departure.

  Customer Answer

  Date: 01/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:12/02/2024

  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.

  After trying repeatedly without satisfactory resolution to pursue a refund for an airline seat upgrade that was not delivered, we are writing an official complaint. We booked and paid for an Aug 2024 trip to ******* offered by Overseas Adventure Travel (OAT). My travel companion and I had separate bookings but had booked our travel together with an OAT agent in June 2023. This complaint is on behalf of us both.The travel included airfare in both directions; we had both requested our airfare include a seat upgrade to Premium Economy on the transatlantic portion of our travel. We each paid an additional $1,770 for these seat upgrades over and above our base airfare, which was included in the trip price. After numerous changes, on 7/16/24 OAT provided our final air itinerary, with seat assignments through ***************** (**). This information showed our 8/12 transatlantic flight and our return 8/29 transatlantic flight with the upgraded seats. In both directions we had additional flights to and from our home city as OATs arrangements for our travel reflected. In the course of our trip, AA cancelled the second leg of our flights (******* to ******, AA208, 8/12/24). AA booked us on a replacement set of flights the following day (******* to ********, ******** to ******) but the premium economy seating wed paid for on the transatlantic flight was not available. ** informed us they processed a seat upgrade refund to OAT shortly after the flight date. After numerous inquiries to OAT around the status of our refunds we were informed that our refund would just be $85 each. Half of the $1,770 we each paid for two directions of seat upgrade would suggest the refund should be around $885 each for the one direction it was not delivered.Our AA ticket numbers and record locators are:0017108150350, LOWMYA, ****** *************, OBEQCM, ***** Contact Info:***** - ************** or ******************** *** - ************** or ******************

  Customer Answer

  Date: 12/13/2024

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

  

  Business Response

  Date: 12/16/2024

  December 16, 2024
  RE:      Case# ********

  To Whom It May Concern:
  
  We are in receipt of the above referenced complaint filed with your office concerning Complainants Overseas Adventure Travel (O.A.T.)trip called Irish Adventure that departed on August 13, 2024.
  

  We refunded $85.84 to each of the two Complainants on November 1, 2024, based on what the airlines refunded us. We are now refunding a further $799.16 to make up the difference of this upgrade. Complainants should receive this within two weeks to the same method they paid for the overall trip.

  Sincerely,
   
  ****** ******
  Traveler Relations
  Overseas Adventure Travel

• Initial Complaint

  Date:11/15/2024

  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.

  We booked a trip thru OAT/GCT in March 13, 2024. The trip was scheduled to depart on June 23, 2024. We were forced to cancel the trip on June 18, 2024 due to illness. We filed a claim thru Trip Mate travel insurance (purchased thru OAT/GCT). We were informed by Trip Mate on October 1, 2024 that our claim had been approved and, "OAT/GCT trip cancellation paid external payment". In conversation with OAT/GCT today that stated that they received the Trip Mate documentation on November 1, 2024, and that a refund would be issued in 45 days. We find the OAT/GCT information given to us to be a incorrect and deceptive. If the trip insurance sold by OAT/GCT stated clearly that OAT/GCT payment on 10/1/2024, why has the payment been delayed? We are now expecting OAT/GCT to indicate that they meant 45 business days instead during the conversation. While the trips with this company are very good, their business practices are unacceptable.

  

  Business Response

  Date: 11/22/2024

  November 22, 2024 
  RE:?????? Case# ******** 
  
  To Whom It May Concern: 
  
  We are in receipt of the above referenced complaint filed with your office concerning Complainants Grand Circle Travel (GCT) trip called The Great Rivers of Europe thats scheduled to depart on June 23, 2024. 
  ? 
  We have contacted the Complainant about this matter. We are still working on this, but we are hoping to be able to bring this to a successful completion. 
  
  
  Sincerely, 
  ? 
  ******* *******
  Traveler Relations 
  Grand Circle Travel