ComplaintsforOverseas Adventure Travel

• Initial Complaint

  06/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My 85 year mother booked a ***************** Europe river cruise for December 2024 for her and I, her daughter on Grand Circle Travel. She purchased "cancel for any reason" trip insurance through the cruise company which went through TripMate. Unfotunately, in October , she was feeling well enough to take the cruise and we had to cancel the trip. We submitted the claim forms will all supporting documentation as directed via e-mail on October 27, 2023. Claim #*******. After two months of being ridiculously ping-ponged back and forth between Grand Circle and TripMate, my mother finally received a refund voucher in January 2024 for her portion that she was due. However, it has now been 6 months since she received her voucher (which is only good for one year) and I have still not received the portion I am due. I have been ping ponged back and forth between both companies as well and been continually told that they will send an email to the appropriate department to get this expediated for me and get back to me with a resolution. I was even told months later that I need to submit a separate claim form than what was submitted originally in which both my mother and I were listed on. I did so in April 2024. Claim # *******. Now it seems as though they record is a duplicate claim and the claim has been denied. Yet, they still tell me that they realize I am still owed a refund (voucher) and will contact the appropriate department to get it expedited. This has been absolutely ridiculous and frustrating. Another caveat to this whole mess is that my mother's voucher is only good for 6 more months to use towards another trip, however, I still don't have mine so we can plan a trip together again (even though I do not want to ever want to book a trip through them again). Additionally, the trips coming up for the remainder of this year are already full. So how to even use a voucher? Please help. My mother is old. This has her completely stressed out.

  

  Business response

  06/11/2024

  June 11, 2024
  RE:      Case# ********

  To Whom It May ****************** are in receipt of the above referenced complaint filed with your office concerning Complainants canceled Grand Circle Cruise Line (GCCL) trip called ***************** Along the Danube.
  
  We're very sorry that the travel protection took so long to complete Complainant's claim. In order to make it possible for Complainant and their traveling companion to travel together, we've been able to get the companion's certificate extended that they will expire at the same time. We're glad to be able to bring this to a positive resolution.

  Sincerely,
   
  *************************
  Traveler Relations
  Grand Circle Cruise Line

  Customer response

  06/12/2024

  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. 
  

  They did not address the fact that  a travel voucher for my portion of the trip is still in limbo and that the situation will be resolved and that I will receive what is due.  I havent received any messages via email, phone or mail regarding the amount of the voucher and when I will receive it. No one has yet contacted my mother either regarding an extension for her travel voucher. Therefore, I can not say with certainty that the matter has been resolved yet. 

  [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,

  *******

   

   

  

  Business response

  06/17/2024

  June 17, 2024
  RE:      Case# ********

  To Whom It May ******************************** voucher was issued on June 5, 2024, and the voucher can be viewed on the My Planner part of our website. Likewise, Complainant's mother's voucher with the date extension can similarly be viewed on the My Planner part of our website. At this time, we consider this matter closed.

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

  Customer response

  06/21/2024

  [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

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  311/24. They couldn't fulllfil my request and kept over $2,000 of my money because I. Cancelled?

  

  Business response

  05/31/2024

  May 31, 2024
  RE:      Case# ********

  To Whom It May ****************** are in receipt of the above referenced complaint filed with your office concerning Complainants canceled Overseas Adventure Travel (O.A.T.)trip called Sicilys Ancient Landscapes & Timeless Traditions.
  
  Complainant paid a total of $11,083.00 for this trip, of which $1,099.00 was for nonrefundable travel protection. They canceled the trip at 67 days prior to the departure of the trip, which normally incurs a 10% cancellation penalty ($950.40). They filed a claim with the travel protection, and a check for the $950.40 was cut on May 30. They will be receiving this soon, but the travel protection plan will remain non-refundable, especially as it was used.

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

  Customer response

  05/31/2024

  [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

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  OVERSEASS ADVENTURE TRAVEL PROMISED A FULL REFUND OF ***** BY MAY 7TH 2024 FOR A CANCELLED TRIP AND NOW THEY ARE SAYING BY JULY 2024. THERE ARE MANY COMPLAINTS ON THE INTERNET OF CUSTOMERS NOT GETTING REFUNED. MOST OF THEIR CUSTOMERS ARE SENIORS SO IT SEEMS THEY ARE SCAMMING SENIORS. I HAVE FILED A DISPUTE THROUGH MY CREDIT CARD COMPANY BUT THEY NEED TO PAY UP AND MEET THEIR OBLIGATIONS.

  

  Business response

  05/29/2024

  May 29, 2024
  RE:       Case#********
              
  To Whom It May ****************** are in receipt of the above referenced complaint filed with your office concerning Complainants Overseas Adventure Travel (O.A.T.) trip called Ultimate Africa that was scheduled to depart on July 23, 2024. We currently have a refund timeline of 45 days. We know Complainant is waiting to close their dispute until they are refunded, but we understand they have initiated a credit card dispute.
  
  Once a credit card dispute is initiated, O.A.T. cannot issue any refund while the dispute is pending.  Once O.A.T. has responded to the dispute, we cannot take any further action until we receive notice that it has been closed. The dispute must be reviewed by the credit card company, which can take up to 45 days. 
  
  Complainant may choose to cancel the dispute with the credit card company. Once we receive notification directly from our credit card processor that the dispute has been canceled, we can issue the refund.  However, this does not speed up the timeline for our refunds.
  If Complainant chooses not to cancel the dispute, we must await the credit card companys review and communication (which can take up to 45 days). Once we receive that communication, we can accept the dispute and the funds will be returned.

   

  Sincerely,

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

  Traveler Relations

  Overseas Adventure Travel

  
  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/24/24 I called O.A.T. overseas adventure travel regarding an advertised trip to ******** in September 2024. I told the employee that I had a trip scheduled with OAT for March 25 - April 14. 2024 and I wasn't sure if I would enjoy it and so wasn't sure I would want to go on the Scotland trip. He assured me that I could get a Complete refund if I canceled before final payment was due on 6/10/24.I attempted to cancel the trip upon my return from My first OAT trip and was told I could have a refund of $350.00 deposit, but NOT the trip insurance he added on. Which was $499.00. At no time did he mention the trip insurance was non refundable after 10 days. He knew I wanted the option to cancel. Had I been informed, I would not have booked the trip and definitely would not want the "insurance!"OAT sales staff slip in the insurance. Management clearly encourages this. I have spoken to other repeat OAT travelers and they ALL said they learned (from friends and experience) to immediately reject the insurance If you want to buy it later, you can up until the date full payment is due. In my case until 6/10/2024. At no time did he tell me the name of the insurer, the policy number, the coverage, cancellation policy. I have reviewed paperwork received on 3/16/24 and there is no mention that the insurance is not refundable after purchase.It is deceitful. We are all senior citizens on these UC Retirees OAT trips. $500.00 is a lot of money to lose, when you were told it was all refundable!OAT needs to instruct their sales staff to be VERY clear about what this added on insurance covers and be told it is Non Refundable and that they can still buy the ins. up to the date they are required to make final payment for the trip. There is no rush, and no reason to manipulate their customers.

  

  Business response

  05/21/2024

  May 21, 2024 
  RE:?????? Case#********
  
  To Whom It May ***************** class="SCXW215498231 BCX0" style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; text-wrap: nowrap !important;"> 
  We are in receipt of the above referenced complaint filed with your office concerning Complainants Overseas Adventure Travel (O.A.T.) trip called Scotland Revealed: Legends, Lochs & Landscapes  that was scheduled to depart on September 8, 2024. 
  
  A representative of the company has left a message for Complainant regarding their resolution. We are happy to be bringing this to a successful completion. 
  
  Sincerely, 
  ? 
  *****************************
  Traveler Relations 
  Overseas Adventure Travel 
  

  Customer response

  05/21/2024

  [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

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked ***************** tour, it was advertised 18 days-was starting from $5495 NOW starting from $4395 per person including FREE airfare, So we booked the September tour for $4395 person including airfare, now we want to arrange the air tickets by ourself, we have called the company twice to make sure that we can purchase air tickets by ourself and will get credit for the airfare, both times we been told Yes and $1500 credit per person for airfare, the invoice will be reduced $3000. So we did purchase our tickets. Today we checked our balance and did not see the credit for airfare, we called the company again today and being told that we dont get credit because if we do not want the air tickets purchased by OAT we just lost it. It is totally different than before. Now we have purchased our tickets and did not receive the credit of $1500 from OAT. After more than 2 hours on the phone with OAT they decided give use $2000 credit, now we are still $1000 short because someone from OAT gave us wrong information twice. So why us as customer have to absorb the lost because OAT has incompetent customer service?

  

  Business response

  05/21/2024

  May 21, 2024 
  RE:?????? Case#********
   
  To Whom It May ************************ are in receipt of the above referenced complaint filed with your office concerning Complainants Overseas Adventure Travel (O.A.T.) trip called Chile & *********: The Andes to ********* that was scheduled to depart on September 16, 2024. We are still working on this and are hoping to be able to bring this to a successful completion. 
  
  Sincerely, 
  ? 
  *****************************
  Traveler Relations 
  Overseas Adventure Travel 
  

  Customer response

  05/21/2024

  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. 

  I had phone conversation with ****************** about 40 mins on May 16,  ****************** admitted it was OATs mistake to give us the wrong information twice,  but he insisted OAT will only responsible for $2000.  So we as customers of OAT whom didnt do anything wrong has to pay $1000 for OATs mistakes.  If he stated here that he is still working on the issue,  but we been told $2000 credit take it or leave it, someone is not being honest here again.
  
  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,

  Bin

   

   

  

  Business response

  05/31/2024

  May 31, 2024
  RE:?????? Case# ******** 
  
  ??????????? ? 
  To Whom It May ***************** class="SCXW103813066 BCX0" style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; text-wrap: nowrap !important;">? 
  We are in receipt of the above referenced complaint filed with your office concerning Complainants Overseas Adventure Travel (O.A.T.) trip called Chile & *********: The Andes to **************; that is scheduled to depart on September 16, 2024. 
  We have spoken to Complainant and while we understand that this isn't the outcome that Complainant hoped for, this is the only action we intend to take, and we consider the matter closed
  
  Sincerely, 
  ? 
  *****************************
  Traveler Relations 
  Overseas Adventure Travel 

  Customer response

  06/07/2024

  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,

  Bin

   

   

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was unable to travel to ******* on February 16, 2024, and filed a claim with the supporting documentation, according to my Trip Cancelation Plan, which I purchased from Overseas Travel Adventure. My wife, who was to accompany me, also filed a similar claim. On March 24, TripMate, OAT's claim processing unit, determined that my and my wife's claims were reimbursable under the plan provision. OAT reimbursed my wife in mid-April; however, they have not sent me my reimbursement.

  

  Business response

  05/06/2024

  May 6,2024
  RE:      Case# ********

  To Whom It May **************** We are in receipt of the above referenced complaint filed with your office concerning Complainants canceled Overseas Adventure Travel (O.A.T.) trip called Morocco Sahara Odyssey.
  
  A partial refund of what Complainant had paid was processed on January 26, 2024. $311.00 was returned to Complainant's checking account ,and $1,299.00 was processed back to the same credit card that was used to pay for the trip deposit. This only left $5,733.10 to be refunded, and a check for that amount was processed on May 2, 2024. This will be going on in this week's mail by Wednesday, May 8, 2024, and Complainant will have it in hand soon. We are happy to be bringing this to a successful completion, and we encourage Complainant to wait until they receive this check before indicating whether their concern was resolved or not.
  
  Sincerely,
   
  *************************
  Traveler Relations
  Overseas Adventure Travel

  Customer response

  05/13/2024

  [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

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contracted with Overseas Adventure Travel for a trip to ***** to begin March 13, 2024 (Reservation Number *******). Unfortunately, I had medical issues which caused me to cancel the trip. OAT acknowledged the cancellation on Feb. 26 and informed me that the cancellation fee of $7,600 might be refunded by filing a claim with Allianz, the insurance company used by OAT. The insurance had cost $899. I filed the claim on March 15 (Claim # **********). Over a month having passed, I called Allianz on April 29 to inquire about the claim. They told me that it had been adjudicated over a month ago and referred to OAT for payment. I called OAT and was informed that my claim had not been received. I said it had been over a month and could they please follow up with Allianz? They declined to do so, citing mail delays and other nonsense. They suggested I call back in a few days.I called Allianz again on May 2. They confirmed what they had told me previously and gave me a specific date when the claim had been sent to OAT - March 22. I followed up with OAT on May 2. Again, I was told that they didn't have my claim. At that point, I insisted to ***** that OAT follow up with Allianz and inquire about the "missing" paperwork. She told me that was impossible, citing some 45-day rule. I continued to point out how absurd that was. I merely wanted to know why my claim had not yet been received 41 days after it had been sent by Allianz. I also wanted to know when I might be paid. She continued to cite the 45-day policy. It was clear at that point listening to all the gobbledygook and non-sequiturs that I was being given the runaround, the very same runaround so may dozens of others have experienced and have reported to the BBB. I'd like the BBB to intervene and ask OAT to refund the $7,600 they owe me without further delay. It's obvious I'm going to get nowhere talking to "customer service."

  

  Business response

  05/06/2024

  May 6,2024
  RE:      Case# ********

  To Whom It May **************** We are in receipt of the above referenced complaint filed with your office concerning Complainants canceled Overseas Adventure Travel (O.A.T.) trip called Ancient Egypt & the Nile River.
  
  We investigated this with the travel protection company and found what was delaying the refund. We have resolved this, and we're in the process of expediting the process on our side. We will be mailing a check by the end of the week. We are happy to be bringing this to a successful completion, and we recommend that Complainant wait until the check is received to indicate whether this has been resolved or not.
  
  Sincerely,
   
  *************************
  Traveler Relations
  Overseas Adventure Travel

  Customer response

  05/11/2024

  [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 received the promised check on May 10, 2024.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 2, 2024 canceled trip to ********** and requested return of deposit in the amount of $350. After three weeks followed up with call to OAT who stated it would take 45 days. I mentioned when I make a deposit, it literally takes seconds for the charge to go through, yet it takes an act of Congress to get it back. She said this is handled in the finance department. I asked for a name, phone number or email of that department. She said no one can speak to that department directly from the outside, only internally. I asked if she would contact them in my behalf she said she would be told the same thing as would a supervisor. This process is so wrong for the consumer can you help and better yet compel them to stop this practice.

  

  Business response

  04/25/2024

  April 25,2024
  RE:      Case# ********

  To Whom It May **************** We are in receipt of the above referenced complaint filed with your office concerning Complainants canceled Overseas Adventure Travel (O.A.T.) trip called **********: Wildlife & Tropical Landscapes.
  
  Complainant's refund was processed on April 24, 2024 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

  Customer response

  04/27/2024

  [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,
  
  *********** Grande

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Who to believe, the numerous complaints to the Better Business Bureau and Trip Advisor concerning customer service about refunds or the possibility that the check must have been lost in the mail because it never arrived. Check number ******* was reportedly mailed on or about Feb 7, 2024. The check was for $1840 to cover that portion of the bill that was paid by ACH transfer from my bank. The portion paid by credit card was refunded on Feb 7, 2024. Email confirmation of the check number and mailing date have been requested. One rep said she would do it, the other rep said it needed to come from a different department. No email has arrived. Recommend use of credit card when dealing with Grand Circle to ease refunds if that becomes necessary. Customer Number *******.

  

  Business response

  04/24/2024

  April 24,2024
  RE:      Case# ********

  To Whom It May **************** We are in receipt of the above referenced complaint filed with your office concerning Complainants canceled Grand Circle Cruise Line trip called ***************** Along the Rhine.
  
  Complainant's refund check was mailed out today, Aoril 24, 2024, by overnight mail, and Complainant should be receiving it tomorrow. We will email tracking information to Complainant. We are happy to be bringing this to a successful completion.
  
  Sincerely,
   
  *************************
  Traveler Relations
  Grand Circle Cruise Line

  Customer response

  04/25/2024

  [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

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip with this company on Tuesday April 9th, and paid in full by ACH check. The next day I discovered I had been charged for a pre trip extension that I did not want. When I called to have this corrected and arrange a refund, I also downgraded the airfare from premium to standard because scheduling issues with the corrected dates was becoming problematic. They told me I would get a refund for $4022.00. I waited a full week for the refund before calling to inquire about it. So today I was informed that the refund would take 45 days. In this day and age this is completely unacceptable, particularly when the error was their own fault. For a resolution, I am hoping to get my refund much sooner.Thank you.

  

  Business response

  04/23/2024

  April 23,2024
  RE:      Case# ********

  To Whom It May **************** We are in receipt of the above referenced complaint filed with your office concerning Complainants Grand Circle Cruise Line (GCCL) trip called The Seine: ***** to ******** that's scheduled to depart on June 16, 2024.
  
  Complainant's refund was processed on April 23, 2024 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
  Grand Circle Cruise Line

*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. ↩