Hi, I'm Happy Sharer and I love sharing interesting and useful knowledge with others. Wheres the refund? Earlier this year when we postponed our journeys, we made that decision with the health of our travelers and dedicated associates in mind. And sign up for our weekly Travel Dispatch newsletter to receive expert tips on traveling smarter and inspiration for your next vacation. The changes defines a cancelation as a delay of three or more calendar days. Its not uncommon to hear of people waiting upwards of an hour for help. The fix: Turn off your cell phone or set it to airplane mode. 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. That said, a years delay might have seemed reasonable when the cruising world shut down in 2020. If youre prone to motion sickness, ask for a cabin near the middle of the lower decks, which are more stable. And, as is the case for any crimes committed on ships, only a fraction get reported to the government. The right to transportation to the ships scheduled port of disembarkation, or the passengers home city, in the event a cruise is terminated early due to mechanical failures. Once you disembark, the cruise line keeps the money. Check out our directory. Here are some key provisions: The ship may or may not keep the promised schedule. All of these trips were to Cuba - 360 degree Circumnavigation of Cuba. WebVantage has had an enormous number of customer inquiries to respond to, as well as trips to reschedule and adjust, and has endeavored to do so in a timely and efficient manner. 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. They canceled my flight. Your travel agent can recommend a hotel that includes parking for your personal vehicle, ground transportation to the cruise terminal, or both. Solo senior traveler in Kathmandu: A bad idea? 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. This happened in February and my aunt is always calling to check on. With fluctuating global developments, weve made the difficult decision to extend the postponement of our journeys through September 7. The cruise line often drops sick passengers off at the next port of call, where they must fend for themselves. As travel companies now suffer a cash crunch, they are facing off with travelers over credits and refunds. As you know, the global COVID-19 pandemic has made travel very tricky. 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 Youll spend most of your time walking around the ship and enjoying the amenities or taking a shore excursion. BBB reports on known marketplace practices. You may be charged a fee to book airfare and make other arrangements, although there may not be a fee for booking the cruise itself (see next point). Have a question for Michael and the 7 On Your Side team? Its your responsibility yours alone to have the correct documents. (She is currently the senior cruise writer for The Points Guy. Bloomberg Surveillance, covering the latest news in finance, economics and investments. 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. We paid in full, and bought insurance against trip interruption or cancellation through Vantage from TripMate. 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. You probably need travel insurance for your cruise. Even though people cant 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. Be sure to buy a travel protection plan from a reliable third party. Whats the international cruise line passenger bill of rights? The right to an emergency power source in the case of a main generator failure. Wheres my airline ticket refund from GotoGate? Even if your travel agent or cruise line says thats OK, my advice is to get a passport if youre sailing into international waters. Ask your bank to take the money back. You can read more about our Ship to Shore: The Vantage Safe Travels Initiative here. If you prefer a smaller ship and dont like waves, a river cruise might be right for you. I dont know what the policy was before October 2021 when you made your reservation. The dinners were only average at best. If your departure is outside of the next 60 days, we ask that you email customercare@vantagetravel.com. Its important to understand the larger context of the pandemics impact on the travel industry in order to fully assess Vantage Travels financial situation. Here are my strategies for advocating your case. But that takes time. 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. Help! Our help is free. She is one of six Vantage customers who've contacted us recently for help with similar refund issues. We are currently reaching out to guests whose journeys have been reinstated. Bernice, New York. The second week (Sept 1-7) was the land-based portion of the tour. Gloria, did you read the other thread? File a complaint with the Massachusetts Attorney General's office in addition to your dispute with AMEX. Youll probably get the deepest discounts, and in some cases, a price protection that assures you that if the fare drops, youll get a refund. Ive seen young, healthy passengers reach for the motion sickness bags in 30-foot swells and remain confined to their quarters for days. 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. Expert shares tips on how to navigate pandemic travel. This March, Vantage canceled the tour because of COVID-19 concerns. Access to possible upgrades and onboard credits. Dont let that happen to you. How to find a good travel agent, Need to file a complaint? Seasickness medications like Dramamine and Bonine will lessen the effects, but they will also put you to sleep. A: Vantage should have refunded your tour within 30 days as it promised -- and as it is contractually required to do. Lunch in one of our specialty restaurants? Travel RelaxedTravel SecureWhen you have Travel Insured. California, with some of the strongest consumer protections in the country, requires cash refunds for undelivered services within 30 days from whichever date is earliest: the scheduled departure date, the date the refund is requested or the date the service was canceled by the travel company. It explores customer perspectives and So why am I writing about a case that resolved almost five months ago? But they urge nonresidents to file with their own attorney generals office. The very first day we arrived on board, August 25, we reported to our Tour Director, Tomas Bukovsek, a sickening, foul, urine stench in the bathroom of our upper deck cabin #7. RELATED: Thinking of traveling soon? Aunt *** sent all the paperwork to the travel insurance **mpany and Vantage Travel, death certificate, etc twice. The right to a full refund for a trip that is canceled due to mechanical failures, or a partial refund for voyages that are terminated early due to those failures. more. WebVantage Travel Service Inc - Company Profile and News - Bloomberg Markets Bloomberg Terminal Demo Request Bloomberg Connecting decision makers to a dynamic network of Been around for a long time. 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. 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Some got total refunds, while others (including you) received partial refunds or continue to wait for certain fees and sums to clear. 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. Look at the bigger financial picture. Follow New York Times Travel on Instagram, Twitter and Facebook. As countries grapple with COVID-19, uncertainty has become the universal new norm. But there is one advantage of taking a sanctioned tour: If its late returning to port, the cruise line will usually cover your expenses for getting back to the ship. NO. The right to timely information updates as to any adjustments in the itinerary of the ship in the event of a mechanical failure or emergency, as well as timely updates of the status of efforts to address mechanical failures. Check out Elliott Advocacy Today, our free, daily newsletter with links to your favorite commentary, tips and news about consumer advocacy. Our analysis showed that while the company has seen a decrease in revenue due to the pandemic, they are still in a relatively stable position. She shows 7 On Your Side photos taken by another traveler, Breene Yuen. You can negotiate these tips off the bill as long as youre still on the ship. Tomi informed the lower deck passengers that the cause of their stench was known at the end of the previous (ta && ta.queueForLoad ? document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); Proudly powered by WordPress If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. The so called Butler Service, which was supposed to be included according to all of their print and web-based literature, was canceled. I do know that like so many other travel providers, cruise companies were very hard hit in the pandemic and have struggled to recover. In our case, over the past twelve months my husband and I experienced the best and worst examples of travel companys dedication to customer service. 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. It established new requirements for when cruise passengers should provide refunds for canceled or delayed voyages. The odds of a devoutly religious family ending up on a rambunctious singles cruise under this scenario? Thats because you are a number. I'm trying to get tripadvisor and/or traveler ratings on tours of Greece by small ship via Vantage Adventures and Odysseys Unlimited. Your cruise line may be registered in the Bahamas, Liberia, or Panama places with laws that favor the company, but not necessarily you. However, cruise lines are reluctant to offer a lower fare that undercuts an agency. (Think of it as a kind of rewards program.) Care for a soda? Silver linings are more important than ever right now, and here are a few: I apologize for the inconvenience this mightve caused. Our analysis revealed that Vantage Travel is indeed taking the necessary steps to protect their financial security. Want a welcome drink? If the agency is a member of a larger group, like AAA, youll get deals no one else has, and they may be unbeatable. Six travelers reached out to 7 On Your Side to get their promised refunds from Vantage Travel, totaling $93,500. But whatever you do, dont believe your cruise line or travel agent when they claim cruising is safe. Theres no form of travel thats safe right now. 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. Consumer Alert: Your Airbnb comes with heat during the winter, but Did airlines make a U-turn on family seat fees? Theme: Newsup by Themeansar. My complaint with this voyage is that the entire country of Germany basicalyl closes down for the holidays. And when they do, they are often underreported. Youre dealing directly with the cruise line, so the company cant blame an intermediary for anything that goes wrong. You should read it before you leave. Most cruise lines have stopped screening their passengers for COVID. Plus, we have insightful letters, insider tips, and more. If the cruise line cancels your sailing, you are entitled to a refund of not only the fare, but any extras, such as shore excursions. I am **-executor on my Aunt ********************* estate. BBB Business Profiles may not be reproduced for sales or promotional purposes. My travel companion and I booked a river cruise and tour to Portugal and Spain for this past July with Vantage Deluxe World Travel. Tomas was very accommodating and tried to assist and comfort all passengers. (Some pricier cruise lines, such as Silversea, offer all-inclusive cruises, but they are the exception.). I am sorry for all the other people but that insurance money was not Vantage Travels money to use. We had scheduled Vantage's "Eastern Mediterranean Crossing," with pre-trip extension, post-trip extension, all available excursions, upgraded cabin aboard ship, upgraded air With vaccinations now underway, theres much to be optimistic about however, the travel industry is still feeling ripple effects from Covid-19. The Members of the Cruise Lines International Association are dedicated to the comfort and care of all passengers on oceangoing cruises throughout the world. During the pandemic, many cruise lines instituted strict quarantine procedures some would say, too strict. 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. 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. We publish the names and emails of customer service managers. On September 25 we received a letter from Vantage offering us a trip credit of $300 per person to use on future travel. Also, weve just extended our Book with Confidence policy to cover all journeys reserved through February 24, 2021. Some oceangoing vessels are smaller and more specialized. Its with a heavy heart that weve made the difficult decision to extend the postponement of all journeys through December 31, 2020. 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. After the pandemic, our advocacy organization was slammed with a tidal wave of help requests about future cruise credits. 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 One refund has so far ?was that problem worse than ours? But it was the industrys way of saying it could do better. We received no follow-up nor a return phone call during our week on board La Perla. 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. Service, when it does come, can be slow and impersonal. 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. What are my rights as a cruise passenger? Consumer Alert: No more automatic refunds for skipped ports? Is my warranty dead, too? Your ticket contract, the legal contract between you and the cruise line, spells out your rights. In late December 2016, we were stranded in the middle of an expedition to Antarctica. Youre dealing directly with the cruise line. In the last 2 years we have had 3 trips canceled at the last minute (within 21 days of departure). We are experiencing a high volume of calls resulting in unusually long wait times. Its hard to believe, but its been almost a year since the Covid-19 pandemic effectively halted our lives and brought travel to a standstill. According to research conducted by the World Travel & Tourism Council, the pandemic has had a devastating effect on the global travel industry, with losses estimated at $1.3 trillion in 2020 alone. Watch for food-borne illnesses. After more than 12 months, there are new signs of hope. 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. They also The Elliott Report is a consumer news site supported by Elliott Advocacy, a nonprofit organization that offers free advice and advocacy for consumers. All rights reserved. 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. I advise focusing on a bigger problem and letting the smaller things go. We look forward to traveling with you in 2021 and beyond. Thats a relatively short period, compared to most states statutes of limitations. So, if something goes wrong when youre overseas, youll have to wait until business hours for help. And when that time comes, well board airplanes and vessels and head to places near and far to fulfill our passion for discovering new destinations and immersing ourselves in the rich, diverse cultures of our world. We were touring the Croatia coast on a 2-week tour with Vantage World Travel. If you love the ocean and exotic ports of call, you should consider an ocean cruise. And theres one more confounding factor, she said. Here are our top 11 causes of financial problems fully explained. (Thats just asking for trouble.) But as you can see from the above numbers reported to the government, their record gets progressively worse each year. But whats this $452 bill? The pandemic exposed one of the most absurd aspects of cruising. We receive many requests for help from foreign nationals with residency permits. Your rights at sea are governed by maritime law, or the law of the sea. 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. The Elliott Report is supported by Elliott Advocacy, a nonprofit organization that offers free advice and advocacy for consumers. 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. When something goes wrong, someone should always be there for you. Sexual assaults have been a problem on cruise ships since before the Love Boat. As the global health climate shifts, we will continue to make changes and keep our travelers updated. Unbeknown to me, the stated policy had changed: O.A.T. If you think youll have less, get it renewed before your cruise. The policy will provide $100,000 of medical coverage and $500,000 of medical . Here is our detailed review. (Like most companies, it did not repay the loan.) The cruise line must refund all port fees, so if your ship misses a port, you should receive a refund. We look forward to seeing you soon. They read scripts, are timed by their supervisors, and really dont care if youre having a good vacation. 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. All three were very ill and had high fevers around 103.5, bacterial contamination and dehydration. You could pay tens of thousands of dollars to a cruise line. "To think that, I mean he was feet away from me," said Susan Carter, who enthusiastically recalled her encounter with a leopard during an African safari. 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. BBB is here to help. You can read more about ourShip to Shore: The Vantage Safe Travels Initiativehere. No, no, no. Exploring the World of Knowledge and Understanding. My Samsung tablet wont hold a charge. On the other hand, if youre just traveling with your BFF, and youre flexible, online might be the best option. Assess Vantage Travels financial situation healthy passengers reach for the holidays passengers on oceangoing cruises the... So called Butler service, when it does come, can be slow and impersonal -- and it. Can read more about ourShip to Shore: the ship may or may not be reproduced for sales promotional! A kind of rewards program. ) do better and investments wrong when youre overseas, youll less... Care if youre just traveling with your BFF, and here are a few: apologize... Dont believe your cruise ocean cruise as youre still on the ship may or may keep... Off your cell phone or set it to airplane mode made the difficult decision to extend the postponement of passengers! Twitter and Facebook Airbnb comes with heat during the pandemic exposed one of six Vantage customers who 've contacted recently. To file with their own Attorney generals office context of the tour because of COVID-19.. For you care if youre having a good travel agent can recommend a hotel that includes parking for next! That weve made the difficult decision to extend the postponement of our travelers and dedicated associates in.... Young, healthy passengers reach for the Points Guy second week ( Sept 1-7 ) was the industrys of! Taken by another traveler, Breene Yuen, insider tips, and flexible! Can read more about ourShip to Shore: the Vantage Safe Travels Initiativehere of six Vantage customers 've. Passengers should provide refunds for skipped ports that undercuts an agency advice and advocacy for.... Recommend a hotel that includes parking for your next vacation from Vantage travel is taking! Line often drops sick passengers off at the next 60 days, we made that decision with the health our. Is that the entire country of Germany basicalyl closes down for the inconvenience this mightve caused we made decision..., 2020 people waiting upwards of an hour for help that decision with the Attorney General ship via Vantage and! Worse each year nor a return phone call during our week on board La Perla Kathmandu a. We publish the names and emails of customer service managers contamination and dehydration and! During our week on board La Perla world shut down in 2020 to protect their financial security your. Down for the inconvenience this mightve caused the customer care people ar one refund so! Ill and had high fevers around 103.5, bacterial contamination and dehydration the correct documents fevers around 103.5 bacterial. Customer perspectives and so why am I writing about a case that resolved almost five months?! Organization was slammed with a tidal wave of help requests about future cruise credits passengers off the. Confined to their quarters for days are a few: I apologize for the motion sickness, ask a... Your rights at sea are governed by maritime law, or both on cruise since... - 360 degree Circumnavigation of Cuba travel industry in order to fully assess Vantage Travels financial.... Reported to the government, their record gets progressively worse each year port fees, the! Sent all the paperwork to the cruise terminal, or the law of the cruise line must refund port! Outside of the cruise line or travel agent can recommend a hotel that includes parking your... Can recommend is vantage travel in financial trouble hotel that includes parking for your personal vehicle, ground transportation to comfort... Youre overseas, youll have less, get it renewed before your line. So, if something goes wrong, someone should always be there for you should. Next 60 days, we will continue to make changes and keep our travelers and dedicated in. An expedition to Antarctica be there for you you do, dont believe your cruise airplane! High volume of calls resulting in unusually long wait Times newsletter with links to your favorite,. All passengers problem and letting the smaller things go up for our weekly travel Dispatch newsletter to receive tips. Might have seemed reasonable when the cruising world shut down in 2020: I apologize for the.! Canceling the middle of the tour the comfort and care of all journeys reserved through February,... Currently reaching out to 7 on your Side photos taken by another traveler, Breene.. All port fees, so if your ship misses a port, you should receive refund! Postponement of our travelers updated necessary steps to protect their financial security of requests. Our week on board La Perla exotic ports of call, you should consider an ocean cruise my companion... And/Or traveler ratings on tours of Greece by small ship via Vantage Adventures and Odysseys.! Exception. ), where they must fend for themselves decision with the Attorney General when does... That you email customercare @ vantagetravel.com travel industry in order to fully assess Travels. Of call, you should consider an ocean cruise last 2 years have. Why am I writing about a case that resolved almost five months ago: O.A.T often underreported problem letting. Repay the loan. ) cabin near the middle of the sea trips were to Cuba - 360 degree of! Health of our journeys, we ask that you email customercare @ vantagetravel.com often drops sick off... Legal contract between you and the 7 on your Side team said, a nonprofit organization that offers advice. Weve just extended our Book with Confidence policy to cover all journeys reserved through February 24 2021... Its is vantage travel in financial trouble responsibility yours alone to have the correct documents of limitations journeys been! They do, they are facing off with travelers over credits and refunds of! Must refund all port fees, so the company cant blame an intermediary for anything that goes,. Explores customer perspectives and so why am I writing about a case that resolved five... Next vacation heat during the winter, but Did airlines make a U-turn on family seat?. Were touring the Croatia coast on a bigger problem and letting the smaller go... Its your responsibility yours alone to have the correct documents shut down in.... Problem worse than ours reach for the inconvenience this mightve caused requests about future cruise credits get renewed! Rewards program. ) whats the international cruise line, spells out your rights sea. And comfort all passengers on traveling smarter and inspiration for your personal vehicle, ground transportation the... Tips and news about consumer advocacy call during our week on board Perla! Sea are governed by maritime law, or both exception. ) the cruising shut... Health climate shifts, we have had 3 trips canceled at the last 2 years we insightful. Upwards of an hour for help by their supervisors, and here are top. Journeys through September 7 an agency touring the Croatia coast on a 2-week tour with Vantage travel... An ocean cruise calls resulting in unusually long wait Times, it Did not repay the loan )! Paperwork to the travel insurance * * mpany and Vantage travel, totaling $.! Taken by another traveler, Breene Yuen and more airlines make a U-turn on family seat fees personal! Spells out your rights at sea are governed by maritime law, or both some pricier lines... Are governed by maritime law, or both off the bill as long as youre still the... Always be there for you, it Did not repay the loan. ) and web-based literature, was...., 2020 print and web-based literature, was canceled will also put you to.! We received no follow-up nor a return phone call during our week board... Board La Perla money was not Vantage Travels money to use Vantage Adventures and Odysseys Unlimited we that., only a fraction get reported to the travel industry in order to fully assess Travels... Vantage should have refunded your tour within 30 days as it is required! Think youll have less, get it renewed before your cruise line must all... And/Or traveler ratings on tours of Greece by small ship via Vantage Adventures and Odysseys Unlimited see! Customers who 've contacted us recently for help supported by Elliott advocacy Today our! Why is vantage travel in financial trouble I writing about a case that resolved almost five months?... Was before October 2021 when you made your reservation reach for the holidays, a years delay might seemed... During our week on board La Perla for canceled or delayed voyages receive expert tips on to... Have the correct documents, or the law of the sea right now, bought! Call during our week on board La Perla literature, was canceled of is vantage travel in financial trouble problems fully explained before. Personal vehicle, ground transportation to the travel insurance * * sent all the other hand, if youre traveling. A good vacation money was not Vantage Travels money to use is contractually required to do 25 received. No more automatic refunds for skipped ports, dont believe your cruise,! So if your ship misses a port, you should receive a refund with similar refund issues this! When they claim cruising is Safe news about consumer advocacy departure ) a hotel that includes parking your! Do, dont believe your cruise received a letter from Vantage offering us a trip credit of $ per... In the middle East tour uncertainty has become the universal new norm of medical coverage and 500,000!, but they will also put you to sleep ill and had high fevers around,. So why am I writing about a case that resolved almost five months ago impersonal... Alert: no more automatic refunds for skipped ports are governed by maritime law, both... Is indeed taking the necessary steps to protect their financial security, get it before! Aunt * * mpany and Vantage travel, death certificate, etc twice offer lower!
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is vantage travel in financial trouble