Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/09/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  I gave a $1500 deposit in October 2021 for a Galapagos trip to be held in October 2022. Because of family obligations caring for my mother-in-law, we canceled the October trip. We were told we had until December 31st 2023 to reschedule. All of the trips are booked so there is no possibility to reschedule and they won't allow us to book in January **** which has trips opened. We think it's incredibly bad business. We would like to be reimbursed.

  Business Response

  Date: 11/10/2023

  Hello **********************, 

  Please note that your future travel credits were issued as a concession to the contractual cancelation policy that was agreed upon at the time of your booking.  We had originally issued the certificates and provided you with over a year and a half to travel.  There has never been a mention of a refund if you are unable to travel during the expressed time period.  This being said we are happy to provide you with an extension on your future travel credits so that you can book before April **** and travel before December ****.  I will have your credits' validity extended now.  

   

  Best regards,

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

  Reservations Manager

  Customer Answer

  Date: 11/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On December 6th, 2018 I booked the trip "EPIC ANTARCICA VOYAGE: THE PENINSULA TO THE **** SEA & BEYOND" to start on January 29th, 2021. I was billed a $2,000 deposit. On May 14th, 2020, I called Lindblad Expeditions-National Geographic and asked the penalty for canceling since COVID-19 was impacting cruises. I was informed if I canceled then: "The penalty is $1000, which you will receive in a certificate to use on another expedition. $1000 will go back on your credit card." I specifically asked that I had this put into an email since the policy is that the refund of $1,000 would only occur if the company canceled the trip. I received an email confirming the certificate for $1,000 would be issued. I canceled specially due to this email and the company evidentially canceled the trip overall. On April 15th, 2022, I re-booked the same trip and was informed the $1,000 credit would be applied. Specifically, when the final amount due was needed. On October 24, 2023, I was informed that the company would not honor the credit, even with documentation that there was a credit on the original trip. This is 5 days before the final amount is due on the account. I am requesting that credit be honored like noted in the email and telephone conversations with the company's representatives.

  Business Response

  Date: 11/10/2023

  This was resolved on October 26, 2023. Credit of $1000 was issued and applied to guest's booking and invoice (attached) was sent to the guest.

  Customer Answer

  Date: 11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 2022 we had given a $***** deposit for a future booking for a cruise in October 2023. We had unfortunately family commitments that wouldve interfered with our dates in 2023. So we had email requested to change the booking to ****. Instead of accommodating our request which was their policy they simply offered a cruise in Nov 2023. Then there was no other contact no emails or phone calls about helping us change our booking. Instead we got emails telling us our trip is almost here! Now we asked for a refund if they cannot change our booking and they said sorry no. This company has scammed us and has operated on bad faith and out of *****!

  Business Response

  Date: 09/20/2023

  We received the guest's request for a change of date on February 1, 2023. We responded to the guest that same day (see attached) and the guest was offered a move to November **** as part of a one-time courtesy move we offer. We received no further communication from the guest to accept or reject the offer or review alternative dates.

  The next correspondence with the guest was on August 9th 2023, one of our staff emailed the guest asking for detailed passenger information for the second passenger, but we again received no response. We did not receive any form of communication via phone or email detailing their need or interest in cancelling the reservation before Monday September 4, 2023. At this point, the deposit was within full penalty, as outlined in the booking cancellation policy agreed to at the time of booking. 

• Initial Complaint

  Date:08/29/2023

  Type:Product 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.

  Earlier this year, we booked a family cruise to the Galapagos and made a downpayment and another couple of payments - over $10,000. We understood that $350/pp would be forfeited if we cancelled the cruise. We had to cancel on July 17 based upon health reasons and were told that the cancellation was confirmed and we would be receiving a refund within 30 days. We also received emails confirming this was correct. It is now August 28th and we have not received any refund. We have spoke with Lindblad representatives multiple times and exchanged multiple emails but no refund has been forthcoming. We only want the refund that was in the contract we entered into with Lindblad.

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Hello, on February 23rd, 2023 my Wife and I made booked a trip for a National Geographic Vacation through Lindblad Expeditions. The trip was called Coastal Powers of the North Sea. The trip[ was scheduled for July 19th, ****. Our booking number was ******. At theme of booking we paid $4000.00; far more than the required deposit amount. After the initial booking we did not receive any communication regarding our planned trip. By July of this year we did not even see our trip[ listed as an upcoming trip on the National Geographic website. We were at no time informed that this trip was no longer an option. We decided to cake Lindblad and ask for our refund with the intention of rebooking a trip, and adding our children to our vacation. On July 9th of this year we called to get our refund processed. We were told to be patient as it would be 10 to 13 days before we would see our refund back to our original credit card form of payment. We called again after this wait period expired only be told it is being processed. I have now called six times with extended wait times to speak with someone only to be told the same thing. Given that this trip is no longer listed as a vacation option and we now waited a month for the return of our deposit. We are asking for the return of our entire $4000.00 deposit immediately. It had taken only 10 minutes to process our original deposit - this cannot possibly be good for business for Linblad Expeditions representing National Geographic Vacations.

  Business Response

  Date: 08/25/2023

  To whom it may concern,
  
  This issue was resolved on 8/9/2023.  Of the $4,000 deposit the guest placed with us, $2,000 was under penalty at the time of cancelation.  This penalty was expressed and agreed to at the time of booking. The remaining $2,000 was refunded to the guest on 8/9/2023.  If you have any questions you can contact me at **************.  

  Best Regards,

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

  Reservations Manager

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  First, I would like to thank the team at the Better Business Bureau for assisting with this matter. Your help is greatly appreciated.
  
   
  
  Regarding the response from ***************************** at ******* Expeditions:
  
   
  
  What ******************** fails to mention is that Expedition Cruise no longer exists and was canceled. The our purpose of my original call on July 9th  was to move our trip deposit to another Expedition Vacation so our children could join us. I was told that was not possible and that I would need to cancel the trip and re-book a new trip. Instead of informing us that Expedition ****** we had booked was cancelled and accommodating our change request they had us cancel the original booking. At that time, I asked how much we would be charged , and I was told $750 to cancel for our trip scheduled in July of ****. ******************** . I made a follow-up call to ******* to confirm the $750.00 fee, and to inquire as to when I would receive the return of our deposit . I was told 10 to 13 business days The amount was confirmed  twice over the phone , as well as in writing.  .  I would have to make multiple calls to follow-up on our deposit as weeks went by. We would have never canceled the trip  if the cost to do so was $2000.00; which is why we went to the lengths we did to confirm the charge.
  
   
  
  This situation should have never come to this, as Linblad Expeditions had canceled this entire Venue. We should have been charge nothing!
  
   
  
  I have enclosed the Receipt I received from Linblad Expeditions on July 10th .  The cancellation fee of $750.00 is listed at the bottom of this file.  
  
   
  
  We should have been allowed to re-book a new trip using our current deposit or the entire deposit should have been returned to us immediately.
  
  Given there is no longer a product/( vacation)  to sell that was one year away before taking place Why is there a charge of any kind to the customer?
  
  Linblad ********************** is not being truthful in attempting  to extort $2000.00 for a trip that will never take place.  
  
   
  
   
  
  This just tarnishes the National Geographic Brand . More people need to be aware of the business practices at Linblad Expeditions.
  
   
  
   
  
  Best Regards,
  
  **** & *************************** 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:06/07/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I booked a Galapagos and **** tour with National Geographic/Lindblad expeditions for Dec 2022/Jan 2023. Lindblad cancelled the **** portion of my tour due to the civil unrest there and promised me a refund or credit, which I have not received. I have tried repeatedly in the last 6 months to get a status update on that. In April they claimed that they had sent a check in late January, but I never received it. I informed them of this, and they said they'd contact the accounting department to issue a new check. Since then, no check has arrived and no one returns my calls inquiring about the status of my refund. It's been 6 months since the trip and 2 months since I informed them that my refund never arrived.

  Customer Answer

  Date: 07/05/2023

  At this time, I have been contacted directly by Lindblad Expeditions regarding complaint ID ********, however my complaint has NOT been resolved because:

  I still have not received the refund, although someone did call me after I lodged this complaint. I'm unsure if it was *because* of the complaint or if someone just finally got around to following up on my many phone calls. The person I spoke to assured me that they were going to reissue the check and mail it with a signature required. I had to call again today because it's been a month and the check still has not shown up. I was assured again that they would check up on it, but until I actually receive the money, I will not be satisfied.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Lindblad Expeditions has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/28/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I was flying home from a National Geographic trip on 4/2/23, My flight into *** (American Air ****) was delayed when the airport was closed due to bad weather. As a result I missed my connecting flight (AA ****) to ***. ******** Air issued a refund for the missed flight directly to Lindblad as they were the travel agent for National Geographic. I've been trying to get through to Lindblad to have them send me the credit. Every time I call they transfer me to National Geographic's air service department. National Geographic can't help me and Lindblad won't talk to them either. To make matters worse I need to get the credit so I can submit it to my travel insurance company in order for the travel insurance to pay me for the replacement flight and meals. I am just looking to get the credit issued by ******** and paid to Lindblad sent to me.

  Business Response

  Date: 05/18/2023

  To Whom It May ******************* follows is the email sent to **************** ***** in reply to her complaint. Please note that we have no record of an initial complaint notice or previous correspondence from *** ***** on this matter. If you shold hve any quesitons regarding this, please email ** at ***************************************

   

  Thank you!

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

   

   

  Dear *** ****************** you for your follow-up regarding the ******** Airline refund on the unused portion of your ticket.

  We have verified the refund provided by ******** airlines and will issue a check to you in the amount of $172.85.

  You should receive this check within 45 days.

  If you should have any questions, please do not hesitate to call ** at **************.

   

  Truly,

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

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

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:11/10/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  We have reached out to Lindblad on NUMEROUS occasions not only by phone, but through mail and email. We have not had anyone from Lindblad contact us to resolve this matter in spite of numerous attempts on our behalf to request a discussion. There has been no discussion. Their phone lines are usually in queue for 60 minutes and its likely the individual answering cannot help so they need to escalate the matter - I have also escalated the process by writing to the *** a month ago to which there has been no response from anyone in either scenario. Essentially we are requesting that a portion (I believe to be between $18,000-$19,000 ) of our original payment made to Lindblad in good faith (for the family trip taken in July 2022) be returned to us VS our previous agreement to apply that deposit to a future Lindblad trip in 2023 or ****. Unfortunately, this whole process has left us with little to no confidence in Lindblad taking care of our travel needs going forward - given we cannot even receive a call back from anyone at Lindblad to resolve this.We have travelled with Lindblad over the years, have spent literally hundreds of thousands of dollars with them and have enjoyed many experiences over the years. That said, it was our trip July *****, 2022 when we had 8 family members on a Lindblad Alaskan cruise (we paid for 10, but 2 had to cancel due to covid) and we agreed we would use these funds on another Lindblad trip. We don't feel we can work with them. Not sure what's going on with them we have exercised a great deal of patience over this and really would like to have this resolved.

  Customer Answer

  Date: 12/04/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Lindblad Expeditions regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business Response

  Date: 12/08/2022

  Hello,

   

  Thank you for giving us the opportunity to respond to this complaint. 

  Booking #****** which was paid for by ******************************* and was canceled by him on May 17th. At the time of the cancellation, the booking was under full penalty and not eligible for any cash reimbursement.  However, we offered **************** a future travel credit for the entire amount paid for the canceled cabin in the amount of $10,222.00.

   

  **************** has since asked us to refund the booking instead.  While he is not entitled to a refund whatsoever, as a gesture of goodwill and to restore the relationship, we are happy to provide him with the refund he has requested.  The amount is scheduled to process back to his credit card on file. 

  Please do not hesitate to contact us if you have any additional questions.

  Sincerely,

   

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

• Initial Complaint

  Date:10/13/2022

  Type:Billing 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.

  We cancelled a cruise booked with this company for March 31, 2023. Late August we had to call and cancel this cruise due to circumstances beyond our control. According to the contract we would be charged $700/person for 2 people to cancel. They were very nice and said my credit card would be credited for the difference. I was told it had to go through a process to get my refund.On Sept 22, I called again as I had not gotten any credit refunded to my card. According to them I am also being charged $1996 for travel insurance so the balance due me is $15303.86. I called again today and still no refund. The answer I still get is that is must go through a process. I am paying interest on this money and they should have refunded long ago. They will not allow me to talk to anyone else in the company.