Complaints

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• Initial Complaint

  Date:05/17/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2021, I was given an offer for a trip to ******. I went through all the ***** protocols. I sent all my money to pay for the trip in full in March. On 4/21/22, ****** put out a new protocol stating I had to have an updated ***** shot or I had to get a booster shot. He told me I wouldn&#**;t be able to participate in the cruise part. I cannot get the booster. I had to cancel and asked for a refund. I received a partial refund. I contacted the cruise line and they told me they informed all H31353532**34**303638H agents about their protocols well before April. This company has not taken any responsibility for their negligence and mislead and mismanaged this offer to me.

  Customer Answer

  Date: 05/18/2022

  Below is the plea for refund for my trip to ******.  I sent this to:

   

  **************** Cansler 

  Escorted Travel Concepts

  2314 *****************

  Phone ************

   

  He has sent a partial refund but that is inadequate since I believe the fault is entirely his.  As you read below, you can understand the situation.  ****************** has taken NO responsibility for his negligence. 

   

   

  .  **** Horton  ************

   

   

   

   

   

  Concerning:   changes to rules of travel announced in ******* email on 21 April 2022. 

   

  The following is a reiteration of what has been stated previously between us in our many email communications regarding your late-notice revised COVID19 restrictions and my request for a refund.

   

  Near the end of 2021 I received information for Footsteps of **** and ***** Islands Cruise as taught by the ************************************* and as organized by Escorted Travel Concepts, LLC, (ETC)/********************* for the dates of 28 May through 9 June, 2022.  This communication seemed to me to offer exciting and promising experiences.

   

  Two portions of ETC emails were very important to me:

   

  1.   Dated 1 December 2021:  First, a newly-released decision by the cruise line requires all passengers to have a certificate of vaccination (the *** piece of cardboard you received is acceptable).  This decision is in line with all major world cruise line policies.  The cruise lines believe passengers will be better protected and feel more comfortable knowing all passengers and crew have been vaccinated.

   

  2.   Dated 18 December 2021:  Currently both ****** and the cruise line require all travelers and cruisers to be vaccinated for Covid, so everyone who participates on the tour and cruise will have the security of knowing all fellow travelers and crew/staff on the ship are vaccinated.

   

  Of course I reviewed my personal circumstance for safety protocols related to Covid19.  Indeed, I met both Criteria #1 and #2 (shown above) as sent by ETC. Yes, I had Covid 19 inoculations with *** proof; I had even used them to enter/exit ******* in 2021.    Thus I sent my 3 payments, the final in March, 2022.

   

  On 21 April 2022 ETC shocked me with new information on Covid19 inoculations:  proof of booster or recent inoculation (dating from September, 2021), as now presented by the cruise line.  I notified ETC of my inability to comply with these latest protocols.  ETC replied that I would NOT be refunded all travel costs, fully paid in the amount of $4595, if I were not on the tour!!

   

  To further understand the cruise protocols I spoke with Celestyal concerning the booking on the ship Olympia, 30 May-3 June, 2022.  The representative  told me Celestyal had sent information, updated safety protocols, to travel agencies in December, 2021, and/or January, 2022.  I replied that ETC had informed me of such on 21 April 2022!!  The representative of Celestyal said (and I quote):  This was an oversight by ETC. and They failed to communicate with you.

   

  Had I been informed in the first months of 2022 I could have made appropriate decisions for travel and payments.  Instead I was given safety protocols in April, 2022, long after all payments were submitted and checks cashed.   The negligence of ETC to provide timely communications on changes in Covid19 requirements has resulted in my inability to participate in the tour as planned.  Consequently, I have lost thousands of dollars and disrupted travel plans for my travel companion.  My travel companion was forced to find another roommate who was also required to pay for travel for which I HAVE ALREADY PAID.  ETC has now been paid twice.

   

  I feel strongly that our previous communications were completely unsatisfying, disappointing and, to me, unethical.  Therefore, I expect a full refund of my tour/travel costs in the amount of $4595.  I await an immediate response from Escorted Travel Concepts/*********************.  I would rather settle this amicably between us and not be forced to take further outside action.

   

   

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