As we continue to navigate this global health crisis, weve all been required to change our lives and exercise increased flexibility. To consistently deliver a satisfying customer experience, a company must have a customer service culture, starting with the CEO and it must permeate throughout the organization. WALNUT CREEK, Calif. (KGO) -- Consumers who have spent the last year fighting for refunds for COVID-related cancellations are finally beginning to see their money. Come on! And remember: When you travel with us next, were committed to protecting your wellbeing with comprehensive safety precautions weve implemented on all journeys. Here are my strategies for advocating your case. WebA significant concern for travelers is Trip Cancellation. Additionally, due to new country-specific travel restrictions, we have postponed Gold of the Nile: Ancient Egyptian Wonders on the Inaugural Cruise of m/s Nebu, Luxury on the Nile: Ancient Egyptian Wonders, Ancient Wonders: Egypt & Nile River Cruise, Incomparable Monuments: Timeless Cruising on the Nile, and Waterways of Southern Africa: A Luxury River Cruise Safari through September 30. 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. Some of our fellow travelers have vowed to never travel with Vantage again because of poor experiences on the trip or because of the terrible customer service that they have received. Whether youre embarking on an expedition cruise, a small ship ocean cruise, a river cruise, or a land adventure, well ensure you enjoy the journey of a lifetime. The high seas can be dangerous, and not just in the movies. However, if something goes wrong, expect the worst. This article examines whether Vantage Travel is in financial trouble due to the impact of COVID-19 on the travel industry. Whats the international cruise line passenger bill of rights? If you are one of these travelers, youve likely already received an email from us about your 2020 journey. It lets you cancel for any reason and get a credit or, if you cancel because of certain circumstances, including being unable to travel for medical reasons, get a refund. Its not uncommon to hear of people waiting upwards of an hour for help. Unbeknown to me, the stated policy had changed: O.A.T. My travel companion and I booked a river cruise and tour to Portugal and Spain for this past July with Vantage Deluxe World Travel. Youre one of a million, literally. Vantage Travel Service, Inc. operates as a tour operator. Your rights at sea are governed by maritime law, or the law of the sea. Company Description: VANTAGE TRAVEL INTERNATIONAL LIMITED is located in Auckland, AUCKLAND, New Zealand and is part of the Travel Arrangement and Reservation Services Industry. My point being, a luxury yacht it was not. A Comprehensive Review. According to the law, the cash refund must be an amount equal to the fair market retail value of any undelivered, purchased travel service.. Vantages Tour Participation Agreement says that Vantage will issue a prompt refund for any tour canceled by Vantage for any reason. 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. Is my warranty dead, too? They canceled my flight. Please make no mistake the travel industry will bounce back, as it has numerous times before. I tried to reach Vantage and by that I mean I sent emails to the C.E.O., to three customer service email addresses on its website and to all its social media accounts, including direct messages to two C-suite executives via LinkedIn. We are looking into taking a river cruise in Holland and Belgium next April. Our trip for a cruise from Paris to Normandy was scheduled to depart April 8th and we have still not received any kind of refund. Vantage cancelled In the last 2 years we have had 3 trips canceled at the last minute (within 21 days of departure). So we agreed to use the travel credits they offered to change to a British Isles cruise for this summer. A delayed flight leads to a delayed connection. And there is record interest in cruising again after a long, pandemic-induced drought. 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. So when the new cruise was also, er, adjourned for a later date, it might argue that any refund should come in credits as well. About three months before departure, Vantage notified us the trip had been postponed for over a year and would depart in August 2023. Well guide you through the process. Todays travel websites try to combine the best aspects of a full-service agency with the conveniences of modern technology. But which one is right for you? Care for a soda? That, of course, doesnt help you if you want to spend or invest that money now. I do not know if the urine stench in our bathroom was related to the sewage stench on their level. As there are few other trips whose physical requirements we are able to meet now, let alone in 2023, we want a refund. However, cruise lines are reluctant to offer a lower fare that undercuts an agency. We have nothing to do with it,'" said Carter. We are currently in the process of contacting all impacted travelers. Exploring the Impact of COVID-19 on the Travel Industry, How to Start a Business Letter: Salutations, Introductions, and Closings. WebLack of income/job loss. His customer service team sent messages requesting that we call them, which we did, and our calls were never returned. While we are unable to travel right now, the travel industry is resilient. Members who are knowledgeable about this destination and volunteer their time to answer travelers' questions. Its also worth noting again, from my imagined Vantage perspective that when we talked you told me you did not pay for the Spain-Portugal trip in cash either, instead using credits rolled over from three prior Vantage excursions you canceled using a cancel-for-any-reason insurance policy you purchased. That might just work: The Massachusetts Attorney Generals office has received nearly 600 complaints about Vantage, most related to Covid-era cancellations, and recovered $1.1 million for consumers. This pandemic could cause some of them to be dusted off, said Mr. Anolik. The staff/crew were abxolutely delightful, and the food was top notch. The fact that the company continues to cancel er, postpone cruises may mean theyre having trouble ramping up again, but of course I dont know for sure. Service, when it does come, can be slow and impersonal. If, after reading this authoritative guide on cruising, you feel that youre ready, then go for it. (Amolson7/Shutterstock/Photo Illustration). In our 36 years, weve prided ourselves on delivering outstanding and unforgettable journeys to our travelers. No. Whether its an optional shore excursion or an onboard auction, the cruise line wants more of your money than you spent on the cruise fare. For example, Royal Caribbean says it may, for any reason at any time and without prior notice, cancel, advance, postpone or deviate from any scheduled sailing, port of call, destination, lodging or any activity on or off the vessel, or substitute another vessel or port of call, destination, lodging or activity. If it does, it owes you nothing for the inconvenience. I am **-executor on my Aunt ********************* estate. Here is our detailed review. Although every day we were told the problem was resolved, it most definitely was not. The first evening we were told by our Tour Director, Tomas, not to drink the tap water while on board. Thank you for your ongoing understanding and loyalty. When the customers asked for a refund, the cruise lines said they couldnt get one future cruise credits were nonrefundable. Beware of potential problems booking and paying for a vacation with Vantage Deluxe World Travel. No, no, no. Travel RelaxedTravel SecureWhen you have Travel Insured. As a matter of policy, BBB does not endorse any product, service or business. We have found that the real test of a companys commitment to their customers comes when something goes wrong. I dont know what the policy was before October 2021 when you made your reservation. Distributed by King Features Syndicate, Inc. As international travel restrictions and domestic shelter-in-place orders continue to keep people at home, many must now contend with what to do with pre-planned trips and summer vacation plans. When something goes wrong, someone should always be there for you. In early 2022, the Federal Maritime Commission fixed that loophole. You can also book the cruise whenever you want to. If you need advice about a best-laid travel plan that went awry, send an email to trippedup@nytimes.com. Most medical care on cruise ships is adequate. Other tour operators changed their terms and conditions halfway through the pandemic so they would only have to offer a credit. Rick Pedersen, Fulshear, Texas. Solo senior traveler in Kathmandu: A bad idea? Travel agents can make 10 percent or more in commissions and overrides from your cruise. Plan to arrive a minimum of 24 hours before your cruise leaves. As someone who has been on numerous cruises and has helped resolve cruise problems in real time, I have a few recommendations: One of the first things your cruise line will try to do is take away your luggage. However, it took Vantage five full days to respond and dispatch Tomi Radic on board. Although travel has stopped and is only starting up again slowly and in only a few destinations the aftershocks of that screeching halt, brought on by the coronavirus, continue to reverberate. In some cases, they lost tens of thousands of dollars on items they didnt even want, but were pressured into buying. Airlines are sidestepping refund regulations established by the United States Transportation Department and the European Union, betting that negative press (and even class-action lawsuits) are still preferable to negative-balance bank accounts. Online agencies are a volume business, so if you like to feel special and appreciated, you might want to book elsewhere. Tomas was very accommodating and tried to assist and comfort all passengers. (Mr. Anolik has a detailed breakdown of other state-by-state travel laws on his firms website. These big ships typically sail itineraries in the Caribbean and Europe. Wheres the refund? After a series of high-profile customer service incidents in 2012 and 2013, the cruise industry adopted a voluntary bill of rights for its passengers, to clearly communicate to them their rights regarding comfort and care in a number of important areas. 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