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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/04/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We booked our original reservation ******* *******) for our trip on 1/17/20 and paid $396 each for the Premium Economy upgrade. This trip was supposed to take place on April 2020. When the pandemic hit, all trips were automatically moved to similar dates in 2021. When we received their invoice for the new date in 2021, we noticed the Premium Economy was no longer included even though they did not give us any credit back for the $396 each we had paid for Premium Economy. Our trip has now been moved again, this time to April 2022 (new res# *******) so I called GCT on 6/24/21 and explained the problem. They researched our old invoice and seemed to understand we had already paid for it, so she added Premium Economy back to our res. I have now received a new invoice and discovered she simply used Loyalty Credits we had in our account to pay for the premium economy! Without even asking us if this was okay! So in essence, she just charged us again! We can't reach them on the phone.
Business response
08/06/2021
August 6, 2021
RE: Case# ********
To Whom It ****************
We are in receipt of the above referenced complaint filed with your officeconcerning Complainants Grand Circle Cruise Line (GCCL) trip called ******* & ******* in Spring time that is scheduled to depart on April 19, 2022.
A representative of the companyhas spoken to Complainant regarding their resolution. We are happy to be bringingthis to a successful completion.
Sincerely,
*****************************
Traveler Relations
Grand Circle Cruise LineCustomer response
08/06/2021
[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
08/04/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On July 29,2021 I paid OAT a deposit of $1299 which included travel insurance. The sales agent gave me a specific phone number to contact OAT for any questions, revisions, additions or exclusions I might wish to make to the tour itinerary. I have tried multiple times to contact this company but their customer service is next to nonexistent. Remarkably OAT does not accept phone calls or respond adequately to emails. Allianz, their insurance travel partner also is not accepting phone calls nor do they provide a valid email address for policy cancellation. Both have demonstrated to me an incredible lack of customer support, red flags which give me little confidence in either company or the services they advertise. I wish to cancel my tour reservation and the travel insurance (I'm within the 10 day window) but I have been totally unable to do so.Business response
08/11/2021
August 11, 2021
RE: Case# ********
To Whom It *************** style="mso-special-character: line-break;">
We are in receipt of the above referencedcomplaint filed with your office concerning Complainants Overseas AdventureTravel (O.A.T.) trip called Ultimate ********* that was scheduled to depart on May 1,2022.
Representatives of the companyhave left messages and sent emails for Complainant regarding their resolution. ****** to bring this to a successful completion.
Sincerely,
*************************
Traveler Relations
Overseas Adventure TravelCustomer response
08/11/2021
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.
I have not received any communications from OAT
FAQ
Regards,*****
Business response
08/11/2021
February 3, 2021
RE: Case# ********
To Whom It ********************** have called the number and sent emails to the email we have on file for Complainant. We understand Complainant haveinitiated a credit card dispute.
Once a credit card dispute isinitiated, O.A.T. cannot issue anyrefund while the dispute is pending. Once O.A.T. has responded tothe dispute, we cannot take any further action until we receive notice that it hasbeen closed. The dispute must be reviewed by the credit card company, which cantake up to 45 days.Complainant may choose to cancel the dispute with thecredit card company. Once we receive notification directly from our credit cardprocessor that the dispute has been canceled, we can issue the refund. If Complainant chooses not tocancel the dispute, we must await the credit card companys review andcommunication (which can take up to 45 days). Once we receive thatcommunication, we can accept the dispute and the funds will be returned to Complainant.
Sincerely,
*************************
Traveler Relations
Overseas Adventure TravelCustomer response
08/11/2021
[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
07/28/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
My husband and I booked a trip to ****** with Overseas Adventure Travel, for $13,545. They cancelled the trip in 3/2020 when ****** closed its borders and offered us a full refund. IN 4/13/2020 they sent us a letter, saying that we would not get a refund, that we would get a travel credit valid through 12/2021. We told them that we did not want a credit, we wanted a refund. OAT now said that we couldn't have a refund.Yesterday, we learned that their action is completely illegal in ****** ************* where their corporate parent is based (Grand Circle Travel). I called again, today and there is a 2 hour wait to get the phone answered.I can upload whatever documents are necessary to support my case. However, I understand that you have already received a lot of similar complaints, and that this is not a unique situation.In the letter they sent us, they claim that we requested the cancellation. This is completely untrue. We had full travel insurance we would have used .Customer response
08/08/2021
I have not heard from the business in response to my complaint.Business response
08/10/2021
August 10, 2021
RE: Case# ********
To Whom It *************** style="mso-special-character: line-break;">
We are in receipt of the above referencedcomplaint filed with your office concerning Complainants Overseas AdventureTravel (O.A.T.) trip called ******: The Holy Land & Timeless Cultures that was scheduled to depart on April29, 2020.
A representative of the companyhas left a message for Complainant regarding their resolution. We are happy tobe bringing this to a successful completion.
Sincerely,
*************************
Traveler Relations
Overseas Adventure TravelCustomer response
08/11/2021
[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 am very grateful to BBB for all of their assistance.
Regards,
***********************Initial Complaint
07/22/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made a reservation for a trip to ********* with OAT of ******, ******** fouled up the airline part of the reservation and wouldn't answer to telephone all day yesterday. I put my phone on speaker and waited for one hour and 55 minutes for someone to come to the phone. I cannot get ahold of them again today. It says that hold time is up to two hours. They have my $999 deposit that I want cancelled but I cannot contact them to talk to anyone.Business response
07/23/2021
July 22, 2021
RE: Case# ********
To Whom It ********************** are in receipt of the above referencedcomplaint filed with your office concerning Complainants Overseas AdventureTravel (O.A.T.) trip called *****& *********: The Andes to Patagonia thats scheduled to depart on March1, 2022.
A representative of the company has spoken toComplainant regarding their resolution. We are happy to be bringing this to asuccessful completion.
Sincerely,
*************************
Traveler Relations
Overseas Adventure TravelCustomer response
07/23/2021
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. That message is a lie! I have NOT spoken to anyone at OAT and they have NOT resolved this issue. I have tried to cancel this appointment several times but have never ever spoken to a person. This issue is not resolved!
[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,Virginia
Business response
07/26/2021
July 26, 2021
RE: Case# ********
To Whom It ************************* representative of the company has spoken toComplainant regarding their resolution. We are happy to have brought this to asuccessful completion.
Sincerely,
*************************
Traveler Relations
Overseas Adventure TravelCustomer response
07/26/2021
[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
07/21/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid Grand Circle Travel a total of $10,189.00 for a river cruise in ****** leaving July 22. 2022. I had to cancel because of Covid 19 and requested a refund. I was refunded only $8,391.00. The $300 per person cancelation fee I understand, but they did not refund my $599 per person travel insurance payment. I am not willing to pay $1198 for insuring a future trip that I will not be taking. Please have them refund my $1198. Thank you.Customer # ******* Business phone: ************ Reservation Number:4039431Business response
07/23/2021
July 23, 2021
RE: Case# ********
To Whom It ************************* in receipt of the above referenced complaint filed with your officeconcerning Complainants Grand Circle Cruise Line (GCCL) trip called CruisingBurgundy & ******** to the ********** thats scheduled to depart onJuly 19, 2022.The Allianz travel protection plan that Complainant purchased through us is non-refundable. This is called out in the Terms & Conditions that Complainant acknowledged through our website on April 13, 2021 and a copy of which can be read on our website at https://www.oattravel.com/home/termsandconditions As a result, we must respectfully decline Complainant's request for these to be refunded.
Complainant can put in a claim for the cancellation fees with Allianz by calling them at **************. This claim will be administrated through Allianz, and any questions should be directed to them.
Sincerely,
*************************
Traveler Relations
Grand Circle Cruise LineCustomer response
07/23/2021
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 Alliance Travel ***************** is owned by Grand Circle Travel. They are working together to scam customers from getting a refund for travel insurance for a non-existant trip. This is an unfair practice that benefits both companies.
FAQ
Regards,****
Business response
07/23/2021
July 23, 2021
RE: Case# ********
To Whom It ****************
Allianz is a German-based company; they are not a part of Grand Circle Corporation. We're sorry that Compalinant is unhappy that we will not refund the cost of the Allianz plan, but we consider this matter closed.
Sincerely,
*************************
Traveler Relations
Grand Circle Cruise LineInitial Complaint
07/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
The nature of the dispute is:This trip was cancelled by OAT last year.According to US Embassy this trip is likely to be cancelled again because there is an advisory against travel to *******.I do not want to wait another year to go on this trip.According to terms and conditions I have to cancel before 60 days to departure to get a 90% refund.I have tried to contact them by phone and email to implement refund process. They will not call back or answer email.Business response
07/20/2021
July 20, 2021
RE: Case# ********
To Whom It ********************** are in receipt of the above referencedcomplaint filed with your office concerning Complainants Overseas AdventureTravel (O.A.T.) trip called ******* Sahara Odyssey thats scheduled to depart on October10, 2021.
A representative of the company has spoken toComplainant regarding their resolution. We are happy to be bringing this to asuccessful completion.
Sincerely,
*************************
Traveler Relations
Overseas Adventure Travel
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Get a QuoteCustomer Complaints Summary
330 total complaints in the last 3 years.
90 complaints closed in the last 12 months.