ComplaintsforOverseas Adventure Travel

• 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

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was on an OAT trip to ********/*********/*********** 12/1/23-1/5/24. Cyclone Jasper (**) manifested approximately 12/5/23. At that time, our guide, GH sent email to OAT office in ****** about ** with the recommendation to divert our group from the Cairns/******************* (C/PD) segment of the tour to another location in *********. Our C/PD segment was scheduled for 12/16-12/20/23. ** hit PD on 12/13/23. The storm then stalled over the area producing subsequent days of high winds and torrential rains. There was severe flooding. Numerous roads suffered mudslides and destabilizing damage. Despite the conditions after the ** landed and the continuing aftermath, OAT flew me to C because after making phone calls, "the planes were flying" and "the tourist venue operators said that they were open for business", but OAT not look at the weather. After we landed, the airport cancelled flights, the tourist venues closed and we were confined to the hotel. OAT claims, "Force Majeure", however the weather conditions were foreseeable and started on Dec 13, 2024 prior to our arrival. OAT endangered my life by flying me into the aftermath of **. OAT committed gross negligence.

  

  Business response

  04/23/2024

  April 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 A South Pacific Odyssey: *********, the Outback & New Zealand that departed on December 1, 2023.
  
  A representative of the company spoke to Complainant regarding their resolution on January 31, 2024; this came after O.A.T. had already provided correspondence to the Complainant multiple times regarding this matter. This representative advised at that time that, while we're sorry for what the travelers on this departure experienced, with the airports and hotels still open, we were unable to predict what the weather might do. We reject any allegations of negligence, and we will not be offered a document suggesting we did or providing any further compensation past that already offered. While we know this is not the concluson Complainant wanted, we consider this matter closed.

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

  Customer response

  04/24/2024

  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.
  
  The main issue for this complaint was Cyclone ****** and its aftermath and how it impacted the Cairns/******************* portion (December 16 - December 20, 2024) of our Overseas Adventure Travel trip called A ************* Odyssey: *********, the Outback & *********** that departed on December 1, 2023.    The fact that planes were flying and the venues reported being open was irrelevant.    People familiar with the weather in the area cancelled their trips to ******/********************    On December 14, 2023, Port ******* businesses reported that they were open.    These businesses were more concerned about their revenue than the safety of the tourists.     Overseas Adventure Travel did not have a *************** Plan ("Plan B").     Overseas Adventure Travel is exposing itself and its customers to risk.   This risk should  have been managed by avoiding the risk.   Our group should never have been flown to ******/******************* in the first place.    Instead, Overseas Adventure Travel flew us into an area with active cyclonic activity endangering the lives of me and my group.     Overseas Adventures Travel needs to accept responsibility for their poor decision by acknowledging their mistake, compensate the individuals of the group and adopt risk management principles and processes that will improve the quality of the tours Overseas Adventure Travel offers to its customers and guarantee that this will never happen again.
  
  Regards,

  ****

   

   

  

  Business response

  04/29/2024

  April 29, 2024
  

  RE:       Case# ********
  

  To Whom It May ****************** reiterate from our first response to Complainant, we consider this matter closed. There is no further action we will be taking on this.

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Overseas Adventure Travel (OAT) has refused to refund my down payment on a cancelled trip for over 1 month, holding $2498. The payment was processed 3/24/2024. As of today, 4/15/24 an OAT representative has confirmed that the company owes me the refund, but they continue to procrastinate the refund. They initially told me it would be two weeks, then 30 days, then 45 days. OAT tells me that its finance division is very busy, and it is not possible to remit the refund sooner. Yet, they are able to process payments instantaneously. I charged the payment to a charge card, for which I must pay interest until I get the refund. OAT is obviously using my money for its cash flow or investing it. This is in effect an extorted interest free loan to them, at my expense. I am not certain whether this is a Ponzi type business plan, or simply a ruthless exploitation of their mostly senior citizen clientele.

  

  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 canceled Overseas Adventure Travel (O.A.T.) trip called Back Roads of ******:Spanish Paradores & Portuguese Pousadas.
  
  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
  Overseas Adventure Travel

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Booked trip with Overseas Adventure Travel that got cancelled they offered another trip. Gave us a price with refund owed. Got refund and letter stating amount of refund then received call six weeks later that we owed more money They refuse to honor price given when trip was booked and offered refund minus the travel protection that we should have gotten back from orginal trip. We never agreed to new price so we should have full refund of orginal trip that got cancelled. They claim that they can keep trip protection of $1598 as we cancelled replacement trip. We never agreed to replacement trip price increase of $4620 therefore they booked trip without consent from us for increased price. Customer #******* reservation #******* Please help get full refund

  

  Business response

  04/17/2024

  April 17, 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 Heart of *****.
  
  As of April 16, 2024, we have agreed to make an exception and refund the travel protection along with the cost of the trip. We are happy to be bringing this to a successful completion.

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

  Customer response

  04/17/2024

  [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,
  
  ******* And *********************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I put a deposit down (Of $1,399) for a trip with Overseas Adventure Travel on 3/29/24. My credit card was charged immediately. On 4/5/24 I canceled my reservation and I was well within the timeframe to receive a full refund. Today (4/12/24) I checked my credit card, and there was still no refund posted. I called O.T.A. and was informed that a refund could take up to 45 days - that is company policy. I asked to speak with a supervisor and was told that none was available but that they would give me the same answer. Even if company policy, I believe this is outrageous - the company is using my money for no good reason except greed; as it is already 15 days since I made this reservation, I believe this refund should be posted immediately. 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 canceled Overseas Adventure Travel (O.A.T.) trip called Pure ************
  
  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
  Overseas Adventure Travel

  Customer response

  04/25/2024

  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 resolution because as of today, 4/25/24, no refund has been posted to my credit card (the same one that was charged for the deposit).  Perhaps this takes a few days to be processed and post to my card;  I'll check daily to see if/when this happens.  I would like this case to remain open until I receive said refund.
  
  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

  04/25/2024

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

  To Whom It May ********************** refund has been processed back to Complainant's credit card as of April 23, 2024, and they can speak directly with their credit card to verify this. We would recommend Complainant wait until they have this refund back before responding as to whether this is resolved or not.

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

  Customer response

  04/26/2024

  [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. I have received the refund I requested in full.  Thank-you for your assistance.
  
  Regards,
  
  *********************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  re: OAT reservation #*******, Grand Baltic Sea Voyage, 6/24/24 - 7/11/24.KC to **********, return from ********* to ***When we booked our original Delta flights 10/2023, OAT told us all our Delta upgrades to premium economy were covered by the $4,904 customized air cost on our invoice, which we paid in full in 3/21/24. When Delta cancelled 2 of our ************ booked alternative flights offered by OAT, no one mentioned we would owe more $$$. (Delta #HUU3GU) We continued to get invoices showing we were paid in full. We talked with OAT on 3/29/24, & we were told we should NOT be charged any additional fees, as it was Delta who canceled our flights, not because we chose to book alternatives. On 4/2/24, OAT contacted us to see if we wanted to travel on American. We told OAT we needed to think about it, and coordinate with *****, our travel companion. That evening someone apparently deleted our Delta flights & replaced them with American without our consent or knowledge. When theres a pending change to our flights, OAT normally sends a heads up letter / email and lists alternatives on OAT's MyPlanner database, but that did not happen in this case. After many phone hours with various OAT reprs, we were told it would cost an additional $3,406 (incl insurance) to rebook the flights we had the day before that were PAID IN FULL. We should NOT need to pay anything to restore those Delta flights that OAT deleted, since we had already paid $4,092 per person extra for premium seats. Because we want to be on the same flights as our friend ***** (whose flights weren't deleted), we "bit the bullet" and paid OAT an additional $3,406 on 4/11/24 "under protest." (new Delta #HT38F3 for same flights). We have escalated this twice, & both exception requests were denied. We can book this same round trip ourselves for two for $7,564, but OAT is charging us $11,190. We were victims of OATs ************************** We believe OAT owes us $3,406 for their error.

  Customer response

  04/22/2024

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

  

  Business response

  04/25/2024

  April 25, 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 Grand Baltic Sea Voyage thats scheduled to depart on June 26, 2024.
  
  Complainant has spoken to numerous agents, including two supervisors. Multiple alternatives with a lower cost have been offered, but Complainant has declined them. While we're sorry Complainant isn't happy with this, the extra cost represents what we're being charged for these specific flights, and this is not something we are going to absorb. While we know this isn't the outcome Complainant hoped for, we consider this matter closed.

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

*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. ↩