Here is our detailed review. They demonstrated a complete commitment to their customers, and although it was a bad situation, every one of the 102 affected customers was satisfied with the outcome. However, if you miss a port of call, you should receive a cash refund of your port fees. Beware of potential problems booking and paying for a vacation with Vantage Deluxe World Travel. We have nothing to do with it,'" said Carter. The trip started on the 24th and yet we are informed that very day. She never called back. Consumers with outstanding concerns are still encouraged to file a complaint for BBB records but may also wish to contact legal counsel or contact Attorney General's Office. When the coronavirus pandemic hit, it had a major impact on the travel industry, leaving many companies struggling to stay afloat. Same thing goes for spa treatments, most shore excursions, and alcoholic beverages. Thank you for entrusting Vantage with your travel dreams. If, after reading this authoritative guide on cruising, you feel that youre ready, then go for it. Contact him at elliott.org/help or chris@elliott.org. Access to possible upgrades and onboard credits. Dont let that happen to you. Cruise lines add tips of up to 20 percent to your spa or bar bill. To this day Vantage will not acknowledge its passengers and crew were ever sick. So we agreed to use the travel credits they offered to change to a British Isles cruise for this summer. Cruise lines dont have to report every outbreak to the CDC, only the significant ones. Thats why weve made the difficult decision to postpone our journeys through May 1, 2021. The cabin is for sleeping. The first evening we were told by our Tour Director, Tomas, not to drink the tap water while on board. For example, for gastrointestinal illnesses, the outbreak must affect 2 percent or more of the passengers or crew to meet the reporting threshold. Vantage sent an e-mail this morning canceling the Middle East tour. You can't get anyone on the phone there. E-mails to the Customer Care people ar During that time, we took several actions: We created a comprehensive safety plan to ensure the health of our travelers and associates around the globe when we resume traveling again. It was their problem. Agents are often incentivized by commissions and bonuses called overrides from cruise lines that reward them for booking a lot of itineraries with the same company. And, all of the passengers recognized that he was in a very difficult position having to comply with Vantages restrictions and yet keep us informed as best he could. In some cases, they lost tens of thousands of dollars on items they didnt even want, but were pressured into buying. Great! I'm glad you opened a complaint with the Attorney General. Let us know how things work out! A friend of mine got a refund in 4 days from Gat "They said, 'Oh, Vantage took this over in, I don't know, October or November. Even so, 2021 has thrown some curveballs our way and we recognize the need to again postpone our journeys through August 25th. Washington requires Not sure what your looking for but a good company. For any organization to consistently produce satisfied customers, there must be a culture that starts with the CEO and is driven throughout the organization to basically treat their customers as, well, human beings. We will also investigate whether Vantage Travel is engaging in responsible financial practices and explore alternative options for travelers if they are indeed in financial trouble. Well guide you through the process. In our 36 years as a deluxe travel company, weve planned every journey around memorable destinations and experiences with your health, safety, and security as a priority. Thats 11% of the passengers. While they didnt answer my question directly, I was able to recoup more than $100,000, collectively, for you and 10 other readers. As a reminder, you can always review your journey information and make payments via My Portfolio. Dont let this be you. Ask your bank to take the money back. You will soon receive an exciting email from Vantage Travel. Please note that our Customer Service Concierge continues to experience a high volume of calls, resulting in unusually long wait times. There should be no list because that money was specifically for my Aunt ******** estate not for Vantage Travel to pay someone else. But whats this $452 bill? Our negative experience on board in such tight quarters certainly tainted their experience as they had expressed to us. 7OYS's consumer hotline is a free consumer mediation service for those in the San Francisco Bay Area. If you became ill or had an accidental injury prior to your departure date, you may have to cancel your travel arrangements, It was on board La Perla where the problems occurred. Ms. Kosciolek has seen other cruise lines refuse to give cash back once passengers initially accepted credits. I would much rather travel to the markets on my own. But which one is right for you? If you have a severe health problem, avoid cruising. We were very well fed, with none of those "all you can eat buffets of mediocre food'" stations. Click Registration to join us and share your expertise with our readers.). The boat was new and lovely. Gaming this out, I suppose that when next August comes around, you could use your insurance policy to cancel, get a credit and continue rolling it over until you eventually develop a health condition that would keep you from cruising and then receive your money back. But the worlds recovery from COVID-19 will still take time, and the ability to travel freely across borders is months away. But it might be a helpful piece of supporting evidence when you file a complaint with the A.G. Read More Business Details and See Alerts, International Association of Better Business Bureaus. Overspending or lack of budget. Roz. At a time like now, some may be safer and more convenient than others. No. You can also appeal your case to a company executive. Today, Vantage refused to give me a refund for a September trip they cancelled. I was told I could schedule a trip after they resume services, and To determine if my hunch was correct, I reached out to O.A.T. Connecting decision makers to a dynamic network of information, people and ideas, Bloomberg quickly and accurately delivers business and financial information, news and insight around the world. So you couldnt review the quarantining protocols before making a booking decision and say, No, thats too much. The only way to avoid an unpleasant quarantine is to wait until the infection risk is low. Login. Expert shares tips on how to navigate pandemic travel. Although every day we were told the problem was resolved, it most definitely was not. Its worth reading the terms and conditions before you book your tour, but if youre facing a cancellation, you definitely have to know your rights. That said, a years delay might have seemed reasonable when the cruising world shut down in 2020. Tip: Avoid virus season (usually late winter and early spring). It was restaurant service all the way. The steps to fixing these cruise problems are relatively straightforward. Todays travel websites try to combine the best aspects of a full-service agency with the conveniences of modern technology. Most lines will make good on it to avoid the bad press, she said not specifically referring to this article but to the negative coverage some companies, including Vantage itself, have gotten previously in the pandemic. Robbery, assault and homicide happen on cruise ships. Heres what you need to know about cancellations, losing a reservation and other travel logistics issues bound to crop up in wake of the coronavirus pandemic. My cruise line requires a vaccination and now my credits are expiring, Take that back: The ultimate guide to a product return, The ultimate guide to getting a repair, replacement or refund for your broken appliance, Cell phone customer service: How to get virtually any problem fixed now, The ultimate passenger guide to Lyft, Uber and ridesharing. This is the version of our website addressed to speakers of English in the United States. Under the guidance of the World Health Organization and in partnership with the European Centre for Disease Prevention and Control, River Advice the leading independent global manager of ships on inland waterways as well as local governments, weve implemented Ship to Shore: The Vantage Safe Travels Initiative. Vantage Deluxe World Travel. Fill out the form HERE! However, we ask that you please do not call Vantage at this time. Youre dealing directly with the cruise line, so the company cant blame an intermediary for anything that goes wrong. Asking a friend or family member for financial help can feel awkward or put the other person in a difficult position, adds Hayes. If you cancel first you don't have many options. If they cancel, they absolutely should refund your money. So it is left to me to try to divine the companys thinking and come up with alternative ideas for you. A Comprehensive Review. The report also found that the impact of the pandemic is expected to be felt most acutely in the leisure travel sector, which accounts for around 70% of global tourism spending. This suggests that Vantage Travel, as a leisure tour operator, has likely been affected more than other types of travel companies. Other passengers couldnt cruise for health reasons. Anyone can read what you share. Henry R. Lewis Here are my strategies for advocating your case. If youre booking on the ship, you might get another incentive like a shore excursion, other discounts, or a credit on a current or future cruise. Another problem with another group?? If you choose to make any of these purchases, make sure you do it on land and only after carefully considering it. Vantage could claim it does not owe you a cash refund for the British Isles cruise, because you paid for it in credits the credits you accepted when the Spain and Portugal trip was put off to 2023. A cruise company keeps pushing back its planned journeys, offering credits instead of a refund, and a passenger feels like the ship has sailed on her ability to enjoy a boat trip. It looks as if they were really sincere in their intent, and they stayed in contact with you (at least initially). Sarah Firshein is a Brooklyn-based travel writer. Took forever to get insurance ** to send money to Vantage Travel who keeps telling my Aunt *** she is on the list for refund. Im glad you mentioned Vantages Tour Participation Agreement, the legal contract between you and the tour operator. Want a picture of you and your beautiful family? (How generous of you!) Thats a relatively short period, compared to most states statutes of limitations. Onboard doctors dont have the equipment or facilities to handle a serious illness. This card is also incredibly rewarding for travel purchases, helping you rack up a ton of Membership Rewards points for your next award trip. No, no, no. We have not had any reports of passengers with COVID being forcibly removed from a ship recently. Again, these offers come by way of the relationships cruise agents have through their company or by being friends with their regional sales representative. Heres how to spot it, Expert advice for booking the best hotel and finding the lowest rate, Here it is: The complete guide to holiday travel. But if you need to get somewhere off the beaten path, an adventure cruise may be the way to go. Vantage Deluxe World travel = No Customer Service. Pros. But it was the industrys way of saying it could do better. Robbery, assault and homicide happen on cruise ships. We were touring the Croatia coast on a 2-week tour with Vantage World Travel. But then the cruise lines canceled their rebooked cruises. Gloria, did you read the other thread? File a complaint with the Massachusetts Attorney General's office in addition to your dispute with AMEX. Jonathan Ferro drives you through the market moving events from around the world on Bloomberg's The Open. Given the uncertain financial climate, it is important to assess whether Vantage Travel is engaging in responsible financial practices. Weve listed some considerations below to help you plan. Our Customer Service Concierge continues to experience a high volume of calls, resulting in unusually long wait times, and we are prioritizing impacted guests. Would you like a FREE color catalog? And in many ports of call, the medical facilities are not up to Western standards, and the patient must pay in cash. With vaccinations now underway, theres much to be optimistic about however, the travel industry is still feeling ripple effects from Covid-19. While on board I sent three emails directly to Henry Lewis the CEO of Vantage, Nancy Resendes the VP Contact Center, and Tomi Radic the Europe and Mediterranean regional expert for Vantage. Come on! My point being, a luxury yacht it was not. Due to the high volume of emails we receive, please allow 3-5 business days for a response. Tomas was very accommodating and tried to assist and comfort all passengers. If its a small shop, you may not have 24/7 support. (Mr. Anolik has a detailed breakdown of other state-by-state travel laws on his firms website. Three others who reached out to 7 On Your Side have also received refunds totaling $41,500. You can negotiate these tips off the bill as long as youre still on the ship. Need for financial independence. Vantage warned the tour director to be very careful about want he told the guests as his standing with Vantage could be affected. Click the link above to find out more. All Rights Reserved. Travel Insurance for Medical and med Evac from Europe. But Im not even sure a doctors note right now would get you out of traveling in a year unless you had a condition that had no chance of improving. All three were very ill and had high fevers around 103.5, bacterial contamination and dehydration. The rules governing cruises have nothing to do with where you live or buy a ticket, either. Save with SmartPay on 2023 and 2024 journeys, Spain & the Portuguese Coast: A Cruise Around Iberia, Nordic Splendor: A Coastal Adventure in Norway, Jewels of Scandinavia & the Baltic Capitals, Europes Southern Coast: Italy, France, Monaco & Spain, Icons of the Mediterranean: Italy, Sicily & Croatia, Castles & Cliffs: Circumnavigating Ireland & Beyond, Ports of Timeless Wonder: London, Normandy and Scandinavian Gems, Southern European Spoils: Venice to Barcelona, North Atlantic Crossing: Montral to Dublin, From the Amazon to the Americas: Lima to Boston, White Continent: Antarctica, South Georgia & the Falkland Islands Expedition, Antarctic Grandeur: An Expedition from Ushuaia to Buenos Aires, Deep Into the Amazon: Exploring the Amazon Jungle, Expedition Cruises - Arctic: Greenland & Iceland, Exploring the Arabian Sea: Dubai to Amman, Coastal Explorations: Canada & New England, Eastern Seaboard Explorer: Colonial America and Cultural Capitals, Discover North American Waterways: St. Lawrence and the Great Lakes, Great Lakes & Waterfronts: Chicago to Toronto, The Call of the Wild: Summer on the Alaskan Coast, Passage to the Caribbean: From Brazil to the Bahamas, Portugal & Spain: Treasures Along the Golden Douro, Majestic Rivers of Europe Wine Cruise: Castles, Cathedrals & Fairytales, Passage to Eastern Europe featuring Transylvania, Switzerland, the Heart of the Rhine & Moselle, Enchanting Danube: Budapest to Regensburg, Luxury on the Nile: Ancient Egyptian Wonders, Ancient Wonders: Egypt & Nile River Cruise, Best of Holland & Belgium: Spring Tulips & Culinary Treats, Best of Africa: South Africa, Zimbabwe & Botswana, On Safari in Kenya & Tanzania: Up Close with the Big Five, Ultimate Africa Adventure: Southern & East Africa Deluxe Safari, Australia & New Zealand: From Ayers Rock to the Great Barrier Reef & Beyond, Mongolias Ancient Mysteries & Modern Marvels, The Silk Road: Marco Polo & Golden Cities of Central Asia, Trans-Canada Rail Adventure & the Rockies, Across Patagonia: Chile's Lakes, Mountains & Wildlife, Wines and Cultures of South America: Chile, Argentina, Uruguay & Brazil, U.S. Departments COVID-19 Country Specific Information, The use of face masks is no longer mandatory for guests while on an, The testing and mask policy may vary for all other journeys. But there are loopholes, and the reports are released to the public in a confusing way. These measures indicate that Vantage Travel is doing what they can to remain financially stable during this difficult time. Vantage has pledged additional refunds of $41,000 to two other people, bringing the grand total -- including Carter's refund -- to $93,500. Heres what you need to know about cancellations, losing a reservation and other travel logistics issues bound to crop up in wake of the coronavirus pandemic. The right to have included on each cruise lines website a toll-free phone line that can be used for questions or information concerning any aspect of shipboard operations. If the agency is a member of a larger group, like AAA, youll get deals no one else has, and they may be unbeatable. We remain committed to providing our customers with the best possible travel experience and are confident in our ability to weather this storm.. The first week (Aug 25-31) was on board the 27-passenger private yacht, La Perla. But Massachusetts happens to be one of only a handful of states with specific laws that guarantee consumers protection against travel sellers, including requiring that tour operators offer the option of cash refunds (in addition to vouchers or credits for rebooking) when they fail to provide agreed-upon, paid-for services. This happened in February and my aunt is always calling to check on. The high seas can be dangerous, and not just in the movies. You can also book the cruise whenever you want to. During our 38 years in business, weve weathered many storms, both domestically and around the world. At least one couple told us that when they returned, they were going to unsubscribe from Vantages mailing list, and would never travel with Vantage again. Have a question for Michael and the 7 On Your Side team? How slow?
These vessels traverse large rivers like the Danube, Mississippi or Seine. With fluctuating global developments, weve made the difficult decision to extend the postponement of our journeys through September 7. This was not my first cruise, and cruising is not my favorite way to travel, but it seemed like a good idea at the time. Want a welcome drink? 2023, International Association of Better Business Bureaus, Inc., separately incorporated Better Business Bureau organizations in the US, Canada and Mexico and BBB Institute for Marketplace Trust, Inc. All rights reserved. Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit organization that helps consumers resolve their problems. The insurance company blamed the delay in getting a refund on COVID. One would be about the length of the bus ride to get to a tour. Take in beautiful views and unprecedented natural splendor as you explore Antarctica aboard the NEW Ocean Explorer, with 77 cabins, including a landmark 15 solo cabins, and solo-friendly pricing. Your email address will not be published. The right to an emergency power source in the case of a main generator failure. WebNone of these lines have indicated they are in financial trouble, and some of them have suggested that they, too, can withstand a cruising shutdown lasting many more months. Is it just your server? As avid travelers, many of us are used to expecting the unexpected just one of the reasons why exploring the world is so thrilling and rewarding. We receive many requests for help from foreign nationals with residency permits. Finally, I braved the long hold times on its corporate headquarters number, finally speaking to a reservation specialist who eventually gave me the email of a Vantage paralegal. Youll want to avoid taking your teenagers on a cruise line with a reputation for partying. Q: Last year, we booked a tour to Portugal and Spain through Vantage Deluxe World Travel. An update from Vantage Founder & Chairman Henry R. Lewis. 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. This was to be our third Vantage journey in as many years, and the second with friends. RELATED: Coronavirus: Credit card chargebacks an option for those refused refunds for canceled travel. All phone numbers, websites, emails, and fax numbers are disconnected. We assist individuals with consumer-related issues; we cannot assist on cases between businesses, or cases involving family law, criminal matters, landlord/tenant disputes, labor issues, or medical issues. We understand this decision impacts not only our guests and employees, but also the thousands of hardworking, dedicated people around the world who make our journeys possible. Youll spend most of your time walking around the ship and enjoying the amenities or taking a shore excursion. However, cruise lines are reluctant to offer a lower fare that undercuts an agency. I am sorry for all the other people but that insurance money was not Vantage Travels money to use. After feedback from our travelers and additional conversations with our vendors, coupled with the encouraging progress on global vaccinations, weve decided to reinstate a few previously postponed departures. A human travel agent who can take the time to sit down with you and talk about your cruise options is a tried-and-true way to buy a cruise. The next week, I learned via email that I had been rebooked on the same trip next year. But there are lots of cruise options. Tweaking the immortal words of Biggie: no money, mo problems. Our help is free. "Well, I have to tell you, I'm a pretty happy person. It doesnt have to. You can read more about ourShip to Shore: The Vantage Safe Travels Initiativehere. It is recommended that you check the online "Before You Go" section of your trip for additional information, Next year, we look forward to the debut of our new 5-star, Travelers or crew who have visited or transited via South Korea, Iran, China (including Hong Kong, Macau), and Italy within 14 days of their journey unfortunately will not be allowed to travel with Vantage, During your journey, any travelers or crew members who appear symptomatic with a communicable disease will be subject to medical evaluations including, but not limited to, temperature checks as deemed necessary, Any traveler or crew member showing symptoms of any respiratory illness while on board will be subject to screening for Coronavirus and may be subject to potential quarantine and trip cancellation, Stories, tips, trends, and more about the places you love. Were mediating these problems on a case-by-case basis. BBB is here to help. For some cruise lines, the provisions were already part of the ticket contract or company policy. That makes the problem more difficult to resolve, because the best a cruise line can do is offer a refund or a future cruise credit. Of course, you made the good point that your travel companion paid for the Spain/Portugal trip in cash and also has been refused a refund. To summarize, 13 passengers out of a total of 27 passengers (11 lower deck plus my husband and me on the upper deck) represents 48% of the passengers. Lunch in one of our specialty restaurants? You could pay tens of thousands of dollars to a cruise line. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. NO. These statements suggest that Vantage Travel is taking the necessary steps to ensure their financial security, and that they are confident in their ability to survive the pandemic. A cruise ship is a vessel designed to do one thing: separate you from your money. 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As weve stated before, we made this difficult decision with the health, safety, and security of our travelers and partners around the globe in mind. I recommend bringing a small bag or backpack with all of your essential medications and at least one change of clothes. Our award-winning daily newsletters keep you posted on our random acts of consumer advocacy. COVID and norovirus outbreaks are common on cruise ships. Anyone get a refund from Vantage Travel for cancelled trip. Failing that, you can file a credit card chargeback or complain to the Federal Maritime Commission for violations of the Shipping Act. We are either rebooking travelers on another trip or providing a refund. Since mid-March, she said, O.A.T. Then our columnist intervened with the Boston-based tour operator Overseas Adventure Travel. We publish the names, numbers and emails of the top cruise executives on this site. A few years ago, cruise lines began installing advanced roaming networks that allowed passengers to make phone calls from the ship. NOTHING. Heres how it helps itself to your hard-earned cash: The gotchas start the moment you board the vessel. ), Back to O. So, what is Vantage thinking? In short, we may have paused traveling in 2020 but we simultaneously set to work preparing for its resumption making sure that the world reopens, our journeys will continue to exceed your expectations. @jaqueline..Why would you book 3 times with a company that cancelled twice? That is exactly what we are doing. Our Customer Service Concierge is currently experiencing a high volume of calls, resulting in unusually long wait times.