ComplaintsforOdysseys Unlimited, Inc.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently took a tour to ***********, but had to return home early on March 4 for an emergency.. Although I was told by both airlines that my tickets were exchangeable, it had to be done by Odysseys since they had purchased the original tickets. (Please see the final exchange on the attached chat transcript with the airline.) Odysseys, instead of exchanging the tickets, forced me to purchase new tickets for $5285. (Their policies even state that if one purchases one's own ticket they encourage purchasing tickets that can be exchanged or refunded since travel plans can change. The implication is that their tickets are exchangeable - particularly when one spends the additional money to upgrade to business class.) Odysseys claims that the new ticket had to be purchased because of the "last-minute" nature of the need to return home and the "lack of availability for flights on short notice", however there obviously were flights available since I did fly home that day. Odysseys also claims this was an "airline penalty" rather than a new ticket. I have no objection to paying an administrative fee to Odysseys and/or the airlines, but I shouldn't have to pay the full price of the return ticket.

  

  Business response

  04/14/2023

  In response to this  complaint, we have been communicating with ************** directly, in great detail.  In summary, she purchased her tour WITH Odysseys' international airfare (air-inclusive).  As a tour operator, we contract with various airlines for specific classes of service, at tour operator fares that are not available to the general public and are not transferable.  In our Terms and Conditions, we recommend that those who purchase their own international airfare and travel with us as land onlyguests not purchase tickets with onerous restrictions, in the event they are unable to travel or if we must cancel the departure. 
  
  It appears, however, that ************** has misunderstood the difference between our air inclusive and land only policies (the latter of which she refers to in her complaint).  When she requested to return home on short notice, the fare that we contract for was no longer available from the airline.  Thus, her previous ticket was mostly non-transferable and a new ticket needed to be purchased in a different fare class outside of our usual contracts.  As a gesture of goodwill, we are refunding to **************** a portion of the unused fare that we expect to recover from the airline. 
  
  In addition, please note that Odysseys Unlimited is not retaining any portion of the cost of the new ticket the guests payment reimbursed us for the cost of the new ticket we purchased on her behalf.
  
  Last,we did offer her the option of traveling Economy Class, which would have resulted in a lower fare.  It was the guests choice to travel in Business Class.
  
  We sincerely regret the confusion generated by this situation, but please be assured that Odysseys Unlimited in no way benefited from the purchase of the new ticket, and acted in complete accordance with our standard Terms and Conditions which are made widely available to all guests.

   

   

   

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