Help! One Company Refused to Refund Travelers More Than $100,000.


My journey to Egypt with Overseas Adventure Travel was scheduled to depart in late March. O.A.T. canceled the tour due to Covid-19, which was a aid. The firm notified me of the cancellation and provided both a credit score for rebooking or a full refund that will have included airfare. The subsequent week, I discovered by way of e mail that I had been rebooked on the identical journey subsequent yr. Unbeknown to me, the acknowledged coverage had modified: O.A.T. was not providing refunds. I informed them that I had a medical situation and didn’t know when — or if — I might give you the option to journey, and requested whether or not they have been simply going to maintain my $17,500 if I couldn’t journey by the tip of 2021. Answer: Yes.

I really feel I’m being held hostage by O.A.T. How are they allowed to maintain my cash? Roz

They’re not. But, if the extraordinary variety of reader complaints I’ve acquired — greater than a dozen and counting — are any indication, they’ve been doing so anyway.

Overseas Adventure Travel is a part of Grand Circle Corporation, a household of journey corporations primarily based in Boston. The small-group and cruising firm has been recognized nationally.

Translation: When they cancel your trip, they are legally required to offer you the money back.

But even when individual consumers know their rights, they have few options at their immediate disposal when a customer-service representative — usually the only public-facing proxy for a company’s official or unofficial policies — refuses to relent on refunds.

It’s not hard to surmise, just by reading your email, what happened at O.A.T.: the realization that issuing refunds en masse would bleed the company dry. Tweaking the immortal words of Biggie: no money, mo’ problems.

To determine if my hunch was correct, I reached out to O.A.T. While they didn’t answer my question directly, I was able to recoup more than $100,000, collectively, for you and 10 other readers. Some got total refunds, while others (including you) received partial refunds or continue to wait for certain fees and sums to clear.

In an emailed statement, an O.A.T. spokeswoman said the company is “working to improve our processes and to better address the needs of each traveler whose trip was canceled or postponed due to the pandemic. We are either rebooking travelers on another trip or providing a refund.” Since mid-March, she said, O.A.T. has refunded more than 5,000 travelers — amounting to more than $12 million.

Back to O. A. T.: In a follow-up note a few weeks ago, you said that you feel the company provides a “good travel service.” But, you wrote, “pushing all the risk of uncertainty onto the client by refusing a refund makes me fearful to ever do business with O.A.T. again.”

You raise an important point. Even though people can’t travel right now, many of us are continuing to dream about our next trip — and that means making conscious and subconscious decisions about which companies to spend money with once the pandemic has passed.



Source link Nytimes.com

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