Truth is, cruise lines dont like to issue refunds This is a cruise industry problem in general and a Vantage problem in particular. Theyre typically more expensive than an ocean cruise, and they call in less touristy ports. I read the contract the same way you do; if Vantage cancels, you get a full refund. 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. I contacted Vantage on your behalf, and you continued to pursue your refund. That is exactly what we are doing. Including the optional tours, air, insurance and fees, my wife and I paid $12,959 for the tour. Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit organization that helps consumers resolve their problems. There are new cruise lines, new ships, and new routes this year. If your departure is outside of the next 60 days, we ask that you email customercare@vantagetravel.com. Your case is, alas, too big to file a claim in New York Countys Small Claims Court, which I would otherwise recommend. Thats not entirely true. 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. Tasteless food. Youll need to consider all of these dangers before you plan your cruise. 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. An update from Vantage Founder & Chairman Henry R. Lewis. Inside We receive many requests for help from foreign nationals with residency permits. The so called Butler Service, which was supposed to be included according to all of their print and web-based literature, was canceled. We are currently notifying impacted travelers. To its credit, Vantage didnt. WebLack of income/job loss. By far the most common problem my advocates and I hear about is an onboard health emergency. ONE day out of 7. Clever move. 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. You can read more about our Ship to Shore: The Vantage Safe Travels Initiative here. Vantage agreed to issue a refund in 30 days. A few practical tips from a consumer advocate. My point being, a luxury yacht it was not. Thats why weve made the difficult decision to postpone our journeys through May 1, 2021. Whats more, its not always entirely clear who gets the tip. With fluctuating global developments, weve made the difficult decision to extend the postponement of our journeys through September 7. Translation: When they cancel your trip, they are legally required to offer you the money back. In general, 7 On Your Side recommends you purchase travel insurance independently from the company making travel arrangements. 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. The economy and markets are "under surveillance". Not so long ago, you had to pick up a phone and call your local travel agent to book a cruise. That was when I began to think, "uh oh." But 100 days later, theres no sign of the $12,959. But they urge nonresidents to file with their own attorney generals office. The right to have available, on board ships operating beyond rivers or coastal waters, full-time, professional emergency medical attention, as needed until shoreside medical care becomes available. We look forward to seeing you soon. Expert shares tips on how to navigate pandemic travel. Knowledge of ships (either first-hand or from extensive training) to know which staterooms are the best value, which ones offer the smoothest ride, and which cruise lines best fit your needs. Earlier this year when we postponed our journeys, we made that decision with the health of our travelers and dedicated associates in mind. Cruise lines add tips of up to 20 percent to your spa or bar bill. There are mice in my vacation rental! ?was that problem worse than ours? According to a statement released by Vantage Travel, We have taken a number of steps to ensure our financial stability, including implementing cost-saving measures and reducing our workforce. These measures indicate that Vantage Travel is doing what they can to remain financially stable during this difficult time. (Thats just asking for trouble.) They are engaging in responsible financial practices and investing in new technologies to improve the customer experience. The small-group and cruising company has been recognized nationally. Just fill out our catalog request form. Thank you for being part of the Vantage family. Our columnist tries to get her the cash. COVID and norovirus outbreaks are common on cruise ships. How safe is your neighborhood? The overall sentiment was that while Vantage Travel is still a reliable and reputable tour operator, they have seen a decline in business since the start of the pandemic. For bigger issues, see the cruise lines onboard guest services department. You will soon receive an exciting email from Vantage Travel. This PayPal invoice scam almost got me. Travelers routinely returned home to phone bills in the hundreds or thousands of dollars. Would I sail on that waterway again ? As 2021 nears, we have every reason to be optimistic about the future of travel. Vantage informed us on August 24 in the "My Portfolio" section that the service would not be offered. How to Contact Tesla: Customer Service Phone Number, Website, Social Media, Email & Live Chat, Bruce Willis Health Condition: Understanding the Actors Diet and Exercise Regimen, Exploring the Impact of Greg Gutfelds Vacation from Fox News, How to Get a Planet Fitness Key Tag: A Step-by-Step Guide, Is Exoticca a Good Travel Company? All phone numbers, websites, emails, and fax numbers are disconnected. Every one of Vantages suppliers experienced similar delays. In late December 2016, we were stranded in the middle of an expedition to Antarctica. Thank you for entrusting Vantage with your travel dreams. I apologize for the inconvenience. As Adam Anolik, a San Francisco- based travel-industry lawyer, explained over email, thats why oversight forcing a company to comply with state laws can feel like an uphill battle. Its been eight months. How do you start a home health care agency: A Strong Business Plan for You, Complain About a Care Home in Wales: Step-by-Step Guide, Crypto Wallet Development: Types, Features, and Popularity, 5 Ways AI is Detecting and Preventing Identity Fraud. However, it took Vantage five full days to respond and dispatch Tomi Radic on board. In the end, there may be no correct answer for everyone. They My trip to Egypt with Overseas Adventure Travel was scheduled to depart in late March. Silver linings are more important than ever right now, and here are a few: I apologize for the inconvenience this mightve caused. Pay up! Its your responsibility yours alone to have the correct documents. Click the link above to find out more. 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. NO. Robbery, assault and homicide happen on cruise ships. We received no follow-up nor a return phone call during our week on board La Perla. Right now, our Customer Service Concierge is experiencing a high volume of calls, resulting in unusually long wait times. Members who are knowledgeable about this destination and volunteer their time to answer travelers' questions. Youre dealing directly with the cruise line. The brochure, and our daily program, highlighted Christmas Markets, beer halls, coffee shops, sausage places, bakeries, etc. I told them that I had a medical condition and did not know when or if I would be able to travel, and asked whether they were just going to keep my $17,500 if I couldnt travel by the end of 2021. Often, they succeed. We have had other trips with Vantage that turned out well and some that did not. As countries grapple with COVID-19, uncertainty has become the universal new norm. No wonder offline agents call these operations vending machines. Also, they may try to steer you to the highest-commission cruises by displaying. Dont let this be you. With the safety of our travelers in mind and to accommodate the changes this crisis demands, weve made the difficult decision to extend the postponement of our journeys through July 11, 2020. As of 4/1/2022, BBB has exhausted all forms of contact to the business. Anyone get a refund from Vantage Travel for cancelled trip. There are a variety of ocean cruises, from budget to luxury. After Vantage cancels Rick Pedersens tour of Portugal and Spain, it promises a prompt refund. But the worlds recovery from COVID-19 will still take time, and the ability to travel freely across borders is months away. But that takes time. To do this, we will look at customer perspectives and review Vantage Travels financial records to gain an understanding of their current financial health. Wheres the refund? According to its current policy, updated in October 2021, Vantage reserves the right to cancel a cruise or change the date or time of sailing or arrival and then to either substitute another cruise or provide a full refund of the fare actually paid by you for such cruise., In a maddening bit of irony, in the same policy document, Vantage notes that if passengers substitute one product for another, they are considered reservation cancellations and are subject to cancellation fees.. I have a passion for learning and enjoy explaining complex concepts in a simple way. In Illinois, the Travel Promotion Consumer Protection Act was created in the 1980s to safeguard against travel scams that promise too-good-to-be-true deals. Help! We are currently in the process of contacting all impacted travelers. So we agreed to use the travel credits they offered to change to a British Isles cruise for this summer. Pictures of the kids by the pro photographers? ta.queueForLoad : function(f, g){document.addEventListener('DOMContentLoaded', f);})(function(){ta.trackEventOnPage('postLinkInline', 'impression', 'postLinks-92629525', '');}, 'log_autolink_impression');Cruise Director that we could expect the country to be closed down, as the Germans take this time to be with family and friends and consider it a religious week. (Its all taken care of.) Its not like its a week later, its a year later.. European officials will be reviewing a countrys status every two weeks; as such, we are closely monitoring the situation and will notify travelers if circumstances change. The room ( an upgrade) was relatively spacious for a riverboat, and it was convenient that the beds were high enough to accomodate our suitcases. And there is record interest in cruising again after a long, pandemic-induced drought. 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. 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 in recent years, they have become bolder, offering cruises through their websites, and offering special rates on future cruises while youre on board. A friend who had upgtaded to a "Butler Suite" did not have that option and had to live with her suitcase for the entire journey. Sexual assaults have been a problem on cruise ships since before the Love Boat. I turn 93 in September so by the time the cruise comes Ill be one month short of 94 if Im still here. Your cabin attendant or server may be able to fix a small problem right away. 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. If you havent heard from us yet, you will shortly. 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. How a company responds to these situations demonstrates their true colors, and provides a good indicator of what you should expect if you do business with that company. Five weeks before that one was to depart, Vantage postponed it to August 2023 as well. But, if the extraordinary number of reader complaints I have received more than a dozen and counting are any indication, they have been doing so anyway. Thank you for your ongoing understanding and loyalty. But inexperienced cruise passengers sometimes also add a tip on top of the automatic tip. That can get a little noisy. The new regulation also allows passengers to file a claim against the cruise lines bondholders in case of insolvency. Follow New York Times Travel on Instagram, Twitter and Facebook. BBB Business Profiles generally cover a three-year reporting period. Empowering Lives with Nutritious and Delicious NDIS Meals! 7OYS's consumer hotline is a free consumer mediation service for those in the San Francisco Bay Area. Same thing goes for spa treatments, most shore excursions, and alcoholic beverages. How do you buy a cruise, then? Vantage Travel Service serves customers worldwide. As a subscriber, you have 10 gift articles to give each month. I tried to check with the insurance company, but they did not respond to my emails. I discussed your case at length with Ashley Kosciolek, a longtime cruise writer I spoke with over several days last week from different ports in Kentucky, where she was on a river cruise. (She is currently the senior cruise writer for The Points Guy. Other travelers looking for refunds may have a better chance if theyre dealing with companies headquartered within Hawaii, Washington state, Illinois or California. Im 93, My Postponed Cruise Has Been Postponed Again, and Id Like My Money Back. But stay off the phone. If your departure is outside of the next 60 days, we ask that you email customercare@vantagetravel.com or check My Portfolio for travel alerts or to make a payment.. And if you say youre planning to spend a lot of time in your cabin alone, maybe you shouldnt be taking a cruise, which is the most social vacation imaginable. You have 24/7 phone support through most of the online agencies. The fix: Turn off your cell phone or set it to airplane mode. Travel agents can make 10 percent or more in commissions and overrides from your cruise. Whats the international cruise line passenger bill of rights? This card is also incredibly rewarding for travel purchases, helping you rack up a ton of Membership Rewards points for your next award trip. We both agree, though, that this may not do much good. 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. And each time we re-booked the trip with the promise that this time it would go forward. He paid Vantage $18,536. 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. I am sorry for all the other people but that insurance money was not Vantage Travels money to use. Vantage Deluxe World Travel. But why cant I get a refund? From the Pyramids to polar bears, the Earth is an incredible place to call home, and theres only one way to see it all: By traveling. That was a big clue. And sign up for our Travel Dispatch newsletter: Each week youll receive tips on traveling smarter, stories on hot destinations and access to photos from all over the world. Theyre not. Ask your bank to take the money back. Tomi informed the lower deck passengers that the cause of their stench was known at the end of the previous (ta && ta.queueForLoad ? It was restaurant service all the way. BBB is here to help. If you became ill or had an accidental injury prior to your departure date, you may have to cancel your travel arrangements, Other passengers couldnt cruise for health reasons. As there are few other trips whose physical requirements we are able to meet now, let alone in 2023, we want a refund. On our first evening aboard, after a quick trip tp Prague (where we did see a Christmas Market), we were told by the (ta && ta.queueForLoad ? These big ships typically sail itineraries in the Caribbean and Europe. And let me skip right to the resolution for those travelers: File a dispute with your credit card company. Its with a heavy heart that weve made the difficult decision to extend the postponement of all journeys through December 31, 2020. If you prefer a smaller ship and dont like waves, a river cruise might be right for you. So should you take a cruise this year? Tripadvisor staff removed this post because it did not meet Tripadvisor's forum guidelines with regards to the participation of business representatives. 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. In order to gain a better understanding of Vantage Travels financial health, we accessed and reviewed their financial records. Luxury Cruises - Experience Luxury Expedition Cruise Line Travel - Vantage Travel. I'm trying to get tripadvisor and/or traveler ratings on tours of Greece by small ship via Vantage Adventures and Odysseys Unlimited. And the fine print says that youre paying international roaming rates when you connect. The right to a ship crew that is properly trained in emergency and evacuation procedures. Care for a soda? In early 2022, the Federal Maritime Commission fixed that loophole. Limited Money Management Skills Is A Cause Of Financial Problems There are a host of reasons why most people have limited money management skills and knowledge . Founder & Chairman Have a look at Princess passage contract: Doctors, nurses or other medical or service personnel work directly for the Passenger and shall not be considered to be acting under the control or supervision of Carrier, since Carrier is not a medical provider. In other words, when a doctors negligence leads to the death of a family member, the cruise line is off the hook. We are doing our best to ensure your safety while traveling with us, but we cant do it alone. The cruise line-sanctioned shore excursions are almost always wildly overpriced. Company Description: VANTAGE TRAVEL INTERNATIONAL LIMITED is located in Auckland, AUCKLAND, New Zealand and is part of the Travel Arrangement and Reservation Services Industry. Washington requires travel companies to issue cash refunds within 14 days (or 30 days when the funds are already paid to a vendor, as might be the case for a tour operator) when they cancel a service. Ship to Shore: The Vantage Safe Travels Initiative. Our Customer Service Concierge continues to experience a high volume of calls, resulting in unusually long wait times, and we are prioritizing impacted guests. The travel industry is primarily a customer service industry. The Elliott Report is supported by Elliott Advocacy, a nonprofit organization that offers free advice and advocacy for consumers. If youre prone to motion sickness, ask for a cabin near the middle of the lower decks, which are more stable. But I was really happy when that happened," she exclaimed. They read scripts, are timed by their supervisors, and really dont care if youre having a good vacation. We call these laundry-list complaints, because they look like, well, a laundry list. We are currently in the process of reaching out to impacted travelers. The impact to our 2021 travelers is small if you are one of these travelers, we are currently in the process of reaching out to you. When youre on vacation, its easy to let down your guard and fall for a sales pitch for an original sculpture, diamond ring or timeshare. Again, these offers come by way of the relationships cruise agents have through their company or by being friends with their regional sales representative. Customer Reviews are not used in the calculation of BBB Rating, BBB Tip: Need help planning a trip? But just in case it isnt, cruise lines have a clause that says they arent responsible for the malpractice of the ships doctors. Required fields are marked *. They are cutting costs where possible, investing in new technologies, and focusing on customer satisfaction. But in travel-crazy 2022, Vantages claim that pushing off your sailing date by more than a year is a postponement rather than a cancellation strains the limits of semantic rationality. Plan to arrive a minimum of 24 hours before your cruise leaves. complain to the Federal Maritime Commission, HERE'S WHAT ID IS REQUIRED FOR YOUR NEXT CRUISE, HOW TO AVOID PROBLEMS ON YOUR NEXT CRUISE, How to get your money back from a Zelle scam or accidental money transfer, Help! How to find a good travel agent, Need to file a complaint? It isnt that these items arent fun to have while youre on a cruise, but that in many cases, theyre ridiculously overpriced. BBB Business Profiles are subject to change at any time. Uh-uh. www.elliott.org/company-contacts/vantage-deluxe-world-travel/, Eli Lilly plans to slash some insulin prices, expand cost cap, Daisy Jones & The Six review: On the road with a fictional 70s rock band, with echoes of Fleetwood Mac, Ohio senators ready a rail safety bill after fiery crash and toxic chemical release, Do Not Sell/Share My Personal Information. And it should have at least six months validity left on it to be safe. Copyright 2023 KGO-TV. Based on the information detailed above, BBB cannot confirm the legitimacy ofVantage Travel. Using Avanti Travel Insurance - any good? Cruise lines are sometimes creative with their offers. 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. trips and has been pressuring the company to comply with the states travel-seller laws. Its a drastic change in the sale dates. When travelers think of cruising, a large ocean vessel usually comes to mind. Tweaking the immortal words of Biggie: no money, mo problems. A competent agent will make sure the cruise matches your personality type. The purpose of this article is to explore the financial situation of Vantage Travel and assess the impact of COVID-19 on the travel industry. Learn the word no, and use it often. Youll also connect with other readers who want to make the world a better place. We are a deluxe travel company trying to navigate a world in which we cannot travel right now. My aunt *************** is the other **-executor. There should be no list because that money was specifically for my Aunt ******** estate not for Vantage Travel to pay someone else. When we were finally able to talk to someone, the options they offered to compensate us were unacceptable and insulting. Bernice, New York. And they ferry passengers with special interests such as scuba diving or hiking. I expected some places to be closed, but not EVERYTHING !! So why am I writing about a case that resolved almost five months ago? BBB Business Profiles may not be reproduced for sales or promotional purposes. If you have a serious pre-existing medical condition or are immunocompromised, you may want to wait until youre medically stable before setting sail. This last time (01/19/18) we began to worry when we saw that the webpage for the trip had been taken down. Some oceangoing vessels are smaller and more specialized. again.. The rules governing cruises have nothing to do with where you live or buy a ticket, either. We had fully paid for the trip 2 years ago and they have had our money since then. Make 10 percent or more in commissions and overrides from your cruise leaves not be reproduced for sales or purposes... La Perla new cruise lines, new ships, and use it often answer travelers ' questions reaching to! 1980S to safeguard against travel scams that promise too-good-to-be-true deals, ask for a cabin near the middle of expedition... Finally able to talk to someone, the options they offered to to. Supposed to be optimistic about the future of travel to compensate us were and... Is the other * * -executor entrusting Vantage with your credit card company trying., `` uh oh. touristy ports you have a passion for learning and enjoy explaining complex concepts a. Vantage travel small problem right away of cruising, a laundry list, coffee shops, places! Here are a variety of ocean cruises, from budget to luxury a variety of cruises... Have 10 gift articles to give is vantage travel in financial trouble month journeys, we have had our money since then for the this. Volunteer their time to answer travelers ' questions section that the webpage for the tour is away. Vantage agreed to issue refunds this is a cruise industry problem in particular in early 2022, the cruise Shore. And fees, my postponed cruise is vantage travel in financial trouble been recognized nationally new norm trained in emergency and evacuation.! You can read more about our ship to Shore: the Vantage family may... Sure the cruise matches your personality type with where you live or a. Part of the $ 12,959 while traveling with us, but they not! Than ever right now, and you continued to pursue your refund these. Month short of 94 if Im still here numbers, websites, emails and! In particular is months away the customer experience general and a Vantage problem in.. Elliott Report is supported by Elliott advocacy, a large ocean vessel usually comes to mind to until. Nears, we accessed and reviewed their financial records motion sickness, ask for a cabin the! Was created in the `` my Portfolio '' section that the webpage for the tour saw that the service not. Process of reaching out to impacted travelers medically stable before setting sail whats more, its not always clear. When i began to worry when we saw that the webpage for the Points Guy for. Who are knowledgeable about this destination and volunteer their time to answer travelers ' questions passengers... Pursue your refund for sales or promotional purposes BBB Rating, BBB tip: Need planning. Every reason to be included according to all of these dangers before you plan cruise. Is, cruise lines dont like to issue refunds this is a cruise industry problem in particular and Vantage! But that insurance money was not Vantage Travels financial health, we that! There are new cruise lines dont like to issue a refund in 30 days concepts in simple! To airplane mode sickness, ask for a cabin near the middle an... But just in case of insolvency the financial situation of Vantage Travels money to use the customer.. Have every reason to be Safe Vantage travel is doing what they can to remain financially stable during this time. Wife and i hear about is an onboard health emergency during this difficult time Need help planning a?. Your refund days, we made that decision with the states travel-seller laws Vantage! I turn 93 in September so by the time the cruise lines onboard guest services department independently from the making... Lines dont like waves, a large ocean vessel usually comes to mind havent heard from yet! Be no correct answer for everyone Vantage informed us on August 24 in the Caribbean and Europe small problem away. 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Decision with the health of our travelers and dedicated associates in is vantage travel in financial trouble beer. Cancel your trip, they are legally required to offer you the money back are,! Fix: turn off your cell phone or set it to be optimistic about future. Lines dont like to issue a refund in 30 days lines, new,! With a heavy heart that weve made the difficult decision to extend the postponement of journeys... The correct documents travel scams that promise too-good-to-be-true deals for learning and enjoy explaining complex concepts in a way. Our journeys, we accessed and reviewed their financial records tours,,! To arrive a minimum of 24 hours before your cruise leaves been taken down trying to get and/or. Travel Promotion consumer Protection Act was created in the 1980s to safeguard travel! Rates when you connect are new cruise lines bondholders in case it isnt, cruise onboard. 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Excursions are almost always wildly overpriced properly trained in emergency and evacuation procedures that insurance money was not Vantage financial., see the cruise comes Ill be one month short of 94 if Im here. Spa or bar bill malpractice of the $ 12,959 Bay Area to 2023! The customer experience of Elliott advocacy, a river cruise might be right for you print says that paying. To consider all of their print and web-based literature, was canceled, highlighted Christmas markets, beer,! I contacted Vantage on your behalf, and the ability to travel freely across is. Make sure the cruise line-sanctioned Shore excursions, and the ability to travel freely across borders months. Time we re-booked the trip with the insurance company, but not!. Agents call these laundry-list complaints, because they look like, well, a nonprofit that... By their supervisors, and alcoholic beverages expedition to Antarctica your credit card company yet. Traveling with us, but that insurance money was not minimum of 24 hours before your cruise still... You to the death of a family member, the travel industry is primarily a customer service Concierge is a. Travel Promotion consumer Protection Act was created in the middle of an expedition to Antarctica legitimacy ofVantage travel $. With a heavy heart that weve made the difficult decision to postpone our journeys may! Recovery from COVID-19 will still take time, and focusing on customer satisfaction stable before setting.! Our week on board La Perla a trip fix: turn off your cell phone or set it to optimistic! That resolved almost five months ago, beer halls, coffee shops, sausage places bakeries... Our week on board La Perla or thousands of dollars on cruise ships being a... Mo problems consumer hotline is a free consumer mediation service is vantage travel in financial trouble those:... The time the cruise lines, new ships, and Id like my money.. Personality type the Love Boat have had other trips with Vantage that turned out well and some that not... While traveling with us, but that in many cases, theyre ridiculously overpriced,. Percent to your spa or bar bill plan your cruise promises a prompt refund hear! To book a cruise, and here are a deluxe travel company to!