ComplaintsforOverseas Adventure Travel

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Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We are writing this letter to protest OATs handling of our claim.As a result of OATs ******************** promotion, we booked a double room and a single room for a trip to southern ****** for September 2024. OAT was offering a $1600 per person discount.A few weeks later, *** contacted us to tell us that they canceled that particular date and would we please book another date. The only dates available for the three of us were in early October, so we booked it, expecting the $1600 Memorial Day discount to be applied.Our new invoice arrived, which did not include the discount. After many hours on the phone talking to Supervisors, the best that could be offered was $500 per person discount.We believe we should get the full promised $1600 per person because OAT broke our agreement, forcing us to move to October.
Business response
07/03/2024
July 23, 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 French Impressions thats scheduled to depart on October 6, 2024.

After reviewing this, we agree that Complainant should have been given price protection for the whole $1,600.00 per person discount that was lost when they had to change dates. $550.00 per person had already been applied to the reservation, but we have added a further discount to make this the full $1,600.00 per person. We're happy to be bringing this to a successful resolution.
Sincerely,

*************************
Traveler Relations
Overseas Adventure Travel
Customer response
07/04/2024
[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
06/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I called Overseas Adventure Travel on June 15 to inquire about a reservation for a trip to ****** in 2026. The salesperson pressed me to make a deposit of $750 to reserve this trip, which I did, albeit reluctantly. The next day June 16 I called back and told OAT that I had changed my mind. The representative told me no problem, I will cancel the reservation. SHE DID NOT TELL ME THAT I WOULD HAVE TO WAIT ABOUT 45 DAYS TO GET THE REFUND. So, with my credit card payment coming due, I am going to have to pay this in order to avoid an interest charge. THIS IS RIDICULOUS!! I have read many complaints about this business with regards to refunds, they are going to keep getting complaints until this changes.
Customer response
07/03/2024
I have not heard from the business in response to my complaint.
Business response
07/03/2024
February 3, 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.

Complainant's refund of $750.00 was processed on July 2 to the credit card they used to make their deposit. We are happy to be bringing this to a successful completion.
Sincerely,

*************************
Traveler Relations
Overseas Adventure Travel
Initial Complaint
06/20/2024
Complaint Type:
Billing Issues
Status:
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.
On May 18, 2024, I talked to agent of Overseas travel company about booking a trip. Agent said that he had to have my credit card info before he could look at airline costs. When I found out what cost were, I said no I was not interested. An hour later agent called me and said he pressed payment by mistake and he was sorry. payment of $5264.00 was charged to my *********** account without my authorization. I have called company at least 10 times and they said they are working on giving back credit to credit card company. Nothing has happened as of this date.
Business response
06/24/2024
June 24, 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 *********** &*****: Temples, Shrines & Seaside Treasures.

The refund of $5,264.00 was processed to ****************** on June 19, 2024. Although it can take a few days for a refund like this to appear on Complainant's credit card statement, they should be able to see this refund now. We're happy to have resolved this.
Sincerely,

*************************
Traveler Relations
Overseas Adventure Travel
Customer response
06/27/2024
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.

Credit was received day after I filed complaint with you. I would like some sort of compensation from Overseas travel for one month of worry and stress over amount of money charge.
*********************************
Initial Complaint
06/17/2024
Complaint Type:
Product Issues
Status:
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.
I purchased a trip to ******, and at their suggestion included travel insurance, months ago, but payment is due in 8 days. For a variety of reasons, I don't want to go. Besides reports of severe drought, I have long covid symptoms and feel I should not go this year. I am within the 90 days, so I can cancel with no penalty. However, they will not refund the insurance premium of $1400. If I cancel, there was no package insured. Until I make a payment, there is nothing to insure.I can't postpone til next yr because they won't honor the air promotion I used.Management told me not to bother calling again as they don't want me to waste my time.This is a total rip off. When you buy insurance to cover a product, and there is no product to cover, there should not be a charge for it!I submitted a claim to my credit card, but since the premium was paid months ago, they still have the upper hand.Please help!
Business response
06/18/2024
June 18, 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 thats scheduled to depart on September 23, 2024.

When Complainant was making the reservation, they were advised that there was a 10 day window to cancel the Travel Protection Plan (***) and that, after that, the *** was non-refundable. Complainant did not cancel the *** within that 10 day window, so it is now not able to be refundable. While we're very sorry Complainant may have to alter or cancel their plans, this was explained at the beginning of the reservation process, and it's not something we can make an exception on.
Sincerely,

*************************
Traveler Relations
Overseas Adventure Travel
Customer response
06/19/2024
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,
Risa

Customer response
06/27/2024
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 do not accept the response from Overseas Adventure Travel to my complaint.

I suppose they do tell us that there is a 10 day window to cancel insurance. But whatever info they provide is buried in all the information about the trip. We understood that up til 90 days prior to the trip that we could cancel with no risk. That implied for all expenses for the trip.

Regardless, insurance charges should not be valid until there is something to insure.

Since I have no risk of loss until I am within the 90 days prior to start date of trip, and I am not yet within the 90 days, canceling this trip means that the insurance was never valid. There was never a trip for it to cover.

The premium is based on the cost of the trip. If I cancel before there is any cost, how can it be reasonable that the insurance is valid? They are charging me $1399 to cover zero risk.

How the insurance industry is allowing them to get away with this is concerning. How they can charge the premium prior to when the trip is valid is unreasonable.

Please help me get this resolved.

Thank you.

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

Business response
06/27/2024
June 18, 2024
RE:       Case# ********
To Whom It May ***************** listened to the phone call where Complainant made the reservation, and she was advised at that time that the Travel Protection Plan would not be refundable after 10 days from that date. Again, we're sorry that Complainant may have to cancel or change her plans, but this is not something we can make an exception to, and we consider this matter closed.
Sincerely,

*************************
Traveler Relations
Overseas Adventure Travel
Initial Complaint
06/09/2024
Complaint Type:
Product Issues
Status:
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.
We had to cancel a trip (Reservation #*******) with Overseas Adventure Travel in October 2023 due to my wife's being diagnosed with pancreatic cancer. The trip was insured by Allianz Global Assistance. We followed OAT's process and our Allianz claims were both confirmed in October. We have made repeated calls and had repeated conversations with OAT. They always say they'll help and never get back to us. OAT's confirmation of our cancellation and Allianz's confirmation of our claims are attached. The refund of $18,652 that we seek represents the $19,020 that we paid less the non-refundable $2,198 for the insurance.
Business response
06/27/2024
June 27, 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 Ancient Egypt & the Nile River.

We have been in communication with Allianz and discovered that there seems to have been a problem with them communicating some claims to us. We are working to get this resolved, and we will process Complainant's refund as soon as possible.
Sincerely,

*************************
Traveler Relations
Overseas Adventure Travel
Initial Complaint
06/04/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
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.
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
The complainant verified the issue was resolved to their satisfaction.
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
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.
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

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