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Description

Vantage Travel Service, Inc. (also known as Vantage Deluxe World Travel) is a direct mail marketer of deluxe group travel services.   

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Vantage Deluxe World Travel meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Vantage Deluxe World Travel include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 32 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Reviews  are not used in the calculation of the BBB Rating.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

32 complaints closed with BBB in last 3 years | 14 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 12
Billing/Collection Issues 1
Delivery Issues 2
Guarantee/Warranty Issues 1
Problems with Product/Service 16
Total Closed Complaints 32

Customer Reviews Summary Read customer reviews

11 Customer Reviews on Vantage Deluxe World Travel
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 8
Total Customer Reviews 11

Additional Information

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BBB file opened: January 22, 1988 Business started: 09/01/1983 in MA Business incorporated: 09/27/1983 in MA
Type of Entity

Corporation

Business Management
Mr. Henry R. Lewis, Chief Executive Office Mr. Yearim Martinez, Customer Service
Contact Information
Principal: Mr. Henry R. Lewis, Chief Executive Office
Principal: Mr. Yearim Martinez, Customer Service
Related Businesses
Vantage Financial Services, Inc.
Number of Employees

180

Business Category

TOURS-OPERATORS & PROMOTERS TRAVEL AGENCIES & BUREAUS Tour Operators (NAICS: 561520)

Hours of Operation
M: 8:30 AM - 10:00 PM
T: 8:30 AM - 10:00 PM
W: 8:30 AM - 10:00 PM
Th: 8:30 AM - 10:00 PM
F: 8:30 AM - 10:00 PM
S: 9:00 AM - 6:00 PM
Su: 12:00 PM - 6:00 PM
Method(s) of Payment
Cash
Personal Check
Business Check
Cashiers Check
Online
Money Order
MasterCard
Visa
American Express
Discover
Debit Card
Automatic Bank Withdrawal
Alternate Business Names
Vantage Travel Service, Inc.
Industry Tips
Finding a Travel Agency - 5 Tips - Video Planning a Tour Vacation Tours - Operators & Promoters Travel Agencies

Customer Review Rating plus BBB Rating Summary

Vantage Deluxe World Travel has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

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Complaint Detail(s)

10/28/2014 Advertising/Sales Issues
10/16/2014 Delivery Issues
9/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: stop contacting me in any way, shape, or form. I don't do business with solicitors. Today I received in the mail some kind of contest offer from Vantage Deluxe World Travel, ** ***** ******, ******, MA **********. Not sure how they got my address, since I am nowhere near them or the ****** ******, PA address to mail this so called contest registration to, but they can cease to contact me in any way, shape or form ever again.

Desired Settlement: stop contacting me in any way, shape or form whatsoever.

Business Response:

Thank you for bringing Mr. ******'s concerns to our attention.

Mr. ******'s address has been removed from our files.  All promotional material should cease to arrive at his residence within six to eight weeks as there may already be some scheduled mailings.  We sincerely apologize for any inconvenience our promotional materials may have caused.  We thank the passenger for his patience and would like to inform him that he can always visit our website at www.vantagetravel.com to view our Memorable Journeys.

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I purchased my trip from Vantage on their River Cruise from Paris to Normandy - date of departure was June 5, 2014, I was billed the Single Supplement and confirmed in Cabin 310 which I was originally told was on the middle deck with two beds and a full window, but was being sold to me as a single cabin because I was willing the pay the Single Supplement. When I arrived onboard the ship I was assigned to Cabin 211, which although it was a two bedded cabin, it was on the lower deck with just a high window - not a full window. It was also next to the doorway to the Crew Quarters and members of the crew were going in and out of that doorway 24 hrs. a day - which caused noise all night long with opening and closing of the door. Since I did not have my paperwork with me, the crew members could not switch me and told me to bring it up with the company upon my return. I did write to Mr. ***** ***** about this situation, hoping they would return some of the money I spent on this cruise but I just received a response from one of their Customer Care Correspondents, ********* ***** telling me they have no record of me being assigned to cabin 310. Since I do have a record of that, I have now sent it to them in the hopes they will refund me some of the money I spent on an upgraded cabin which was not provided. I was very unhappy with their response to my complaint abut this "bait and switch" situation.

Desired Settlement: I believe I should be compensated for the additional single supplement I paid and also the difference in cost of the location of cabin 310 to the cabin I was switched to - Cabin 211.

Business Response: Thank you for bringing Ms. ******* concerns to our attention.  After further research, some information has come to light regarding Ms. ******* initial reservation which was done on 03/16/13.  As Ms. ***** was informed, the cabin number 310 that she was initially booked in correlates to a B1 category cabin on the ship which Ms. ***** sailed on, the deluxe ms River Venture.  The journey Ms. ***** reserved was actually scheduled to sail on the ms River Navigator at that point in time on which cabin 310 is indeed a single category cabin on the middle deck.  Vantage decided to change the ship for this cruise from the ms River Navigator which was deployed in 2001 and refurbished in 2013, to the brand new, state of the art, deluxe ship, the ms River Venture which was deployed in 2013.   The ms River Venture has different deck plans in which the single cabins are on the bottom deck.  Hence, Ms. ******* cabin was changed to the correlating cabin on the different ship.  We can understand that Ms. ***** may have been upset with her cabin location.  However, we gave Ms. ***** a complimentary upgrade to a double room on that same deck to the tune of $1800.   However, as a goodwill gesture, we will provide Ms. ***** a future travel credit in the amount of $300 to be used on any applicable Vantage journey departing within two years.  We trust the above clarification is helpful and certainly look forward to welcoming Ms. ***** on another Vantage journey soon.   

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.     

Business Response: Thank you for bringing to our attention the fact that Ms. ******* ***** is not content with our resolution of the travel credit we offered to her.  She has not listed any details in her "rebuttal" or rejection of our offered resolution.  As we've mentioned already, she was moved to a brand new ship deployed in 2013 as opposed to the ship from 2001.  The single cabins being located on a different deck, we can understand her disappointment of her cabin location on the new ship.  She was upgraded to a double occupancy cabin to the tune of $1800, however.  In addition, we offered her as a goodwill gesture for her disappointment, $300 to be used on any applicable Vantage journey departing within 2 years.  We hope that Ms. ***** will accept these credits in the spirit that they were awarded and allow us to arrange her travel plans in the future.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  This was the same response they sent last week which I rejected and I will NEVER book another trip on Vantage, nor will any of my friends - hopefully these messages on your website will allow potential passengers to know that Vantage really doesn't care about their prior passengers.    

5/13/2014 Advertising/Sales Issues
5/9/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Vantage Worldwide River Voyages constantly sends one or two catalogs a week . I have called and complained...but to no avail . I leave messages to return my calls..but to no avail . When I call the catalog # to ask to be removed from their mailing I am put on hold to then be told that there is no one to take my call , I just received a catalog today (04/30/14)

Desired Settlement: Make them stop !

Business Response: Thank you for bringing to our attention the concerns of Mr. & Mrs. ********.  We sincerely apologize for any inconveniences they have experienced due to our catalogs.  We have permanently removed their names from our mailing list.  Please allow six to eight weeks for the catalogs to actually stop arriving as there may already be some scheduled mailings.    They may still view our Memorable Journeys online at www.vantagetravel.com

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December *, 2013 my husband and I left ********, Oregon on United flight **** to *******, Illinois in route to Norway. Despite a scheduled two hour layover in ******* and in spite of the plane landing on time we were left in the plane for three and a half to four hours. This was through no fault of our own and no inclement weather. Thus missing connecting flights to Norway and thus missing two days of our tour purchased through Vantage. After finally arriving in Norway our luggage did not arrive for 7 days. All arrangements for this tour including flights and travel protection plan were through Vantage. Our travel protection plan (Trip Mate) was recommended and offered through Vantage arrangements. Trip Mate (U.S. Fire Insurance) not only refused to pay for my husband and my two lost days (only paying for one) but also gave us a huge hassle for reimbursement of the clothes we finally had to purchase after three days without luggage. I contacted the CEO (Henry Lewis) and the post trip complaint department at Vantage only to receive a letter from the customer care representative (********* *****) stating the letter I received was in response to both my letters. And basically they just "blew me off" accepting no responsibly for this fiasco. I had requested they evaluate Trip Mate for clarity of coverage; intervention for reimbursement for the lost day yet remaining ($231.85 each/total $463.70--Trip Mate's calculation); and pay for the insurance protection plan ($775 each/total $1550) we have for our next trip with Vantage. Unfortunately, we had our next trip for the Canadian Rockies scheduled and paid for even before Norway (again their travel protection plan) and although we feel we need a protection plan the present Trip Mate plan is not reimbursable plus it would be too late to obtain coverage from another company.

Desired Settlement: Evaluate Trip Mate for reprinting of information for clarity of coverage. Reimburse us for the lost tour day for each my husband and myself (total $463.70). Reimburse us for the next trip's protection plan (total $1550).

Business Response: Thank you for bringing to our attention the concerns of Mr. & Mrs. ******* regarding their claim from Trip Mate, the travel protection company.  As Mr. & Mrs. ******* were already advised, airline delays are, unfortunately, not the responsibility of Vantage as detailed in our Tour Participation Agreement. Vantage has no control of missed or cancelled flights by the airlines.  Consequently, Vantage does not make refunds for any missed portions of the tour.  The passengers, hence, made a claim with Trip Mate, the travel protection company, for their missed portion of the tour and the expenses they incurred purchasing clothing, due to their delayed luggage.  Trip Mate did cover them for the missed portion of the tour and for their incurred expenses, within their plan’s limits.  As Trip Mate has already explained, ‘their plan provides reimbursement for the unused prepaid land or water travel arrangements. Because the accommodation expense represents the greatest portion of the actual water travel arrangement costs, they determine whether the scheduled accommodations were used and calculate the benefits on a per night basis’.  This was a 14 night tour. Mr. & Mrs. ******* missed one night of the tour for which Trip Mate already reimbursed them.  Trip Mate also reimbursed them for their expenses spent on clothing per their plan limitations.   The Travel Protection Plan provided by Trip Mate is optional and non-refundable once purchased as detailed in our Tour Participation Agreement.  The *******s are asking for a refund of their travel protection plan that they purchased on an entirely different tour.  According to our Tour Participation Agreement, we would like to reiterate the fact that we cannot unfortunately reimburse the *******’s for the travel protection plan that they purchased for their upcoming tour, Trans-Canadian Rail Odyssey. We hope that they will not experience any dire circumstances in which the travel protection plan has to be used on their upcoming tour; however, in the case that an unforeseen event does occur, we’re glad that they have purchased travel protection that will protect them and their investment.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: Thank you for bringing to our attention that Mrs. ******* has rejected our response.  Please note, in her rebuttal comments, however, there is nothing listed at all.  If she has further comments as to why she is rejecting our response, we will be happy to look further into the matter for her.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I cannot tell if my reply just sent was received.  I will enter it here but this may be a duplicate. We are not satisfied with Vantage's response. My husband and I continue to believe Vantage should absorb some responsibility for the fiasco of a trip.  It was their representative who made the arrangements with services offered through Vantage. They ask for post trip evaluations but obviously their goal is not to make amends.  They just want kudos. I have previously included quotes from their suggested protection plan addressing missed connections. Their response to you included reference to a tour participation  agreement.  I find no such agreement in their catalogue nor the insurance information (travel protection plan) nor our travel documents from that trip.  I did see advertising that "100% of our travelers ay they will travel with us again and will recommend us to their families."   Is that ever false advertising!  Just ask us!  They obviously want to sell but not stand behind their product/recommendations. Obviously, we are in different directions with Vantage.  We continue to not agree with them and our complaint stands firm. Without them feeling any responsibility and no intervention with their preferred trip protection  plan as we requested there is nothing more I can do BUT request that my complaint be kept on file for others to be aware of Vantage's true self with their philosophy/mission NOT being to meet consumer satisfaction.

4/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: within 24 hours of placing a deposit for a trip, i needed to cancel. couldn't reach anyone on the telephone for 24 hours. then told that someone would call me back. two days later no call but i called them again. told someone would call me back. still waiting. also concerned about their sales tactics, ignoring specific concerns i had.

Desired Settlement: i want someone to call me back and refund the credit card charge.

Business Response: Thank you for bringing to our attention Mr. ******'s complaint.  Our cancelations team has reached out to him to finalize his cancelation of his tour.  We apologize for any delays in contacting Mr. ******.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Yes, someone did contact me after numerous emails, calls and complaints on several public web sites. They sent me a list of options, though not exactly what i thought was fair. I responded several days ago with additional questions and no one responded.    

Business Response: Thank you for bringing to our attention Mr. ******'s concerns regarding his cancelation of his tour to Kenya and Tanzania.  While we regret to hear that he is not pleased with the options presented to him in the face of his cancelled tour, we did our best to accommodate him within our policies in our Tour Participation Agreement.  Mr. ****** has now fully cancelled his tour to Kenya and Tanzania.  We regret he will not be joining us, and hope he will consider taking another Vantage Memorable Journey when he is able.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

By the way, while it took more time to get to this point that i thought needed, i am very grateful to the support of **** at vantage.

3/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called and written numerous times over the past several months. I want the mailings to stop. I get piles of letters, magazines and postcards weekly. I have spoken to people and left messages. If I leave a message, no one calls back.

Desired Settlement: I want the mailings to stop

Business Response: Thank you for bringing to our attention, Mr. ******'s concerns.  We sincerely apologize if our mailings have caused Mr. ****** any inconveniences.  We have permanently removed his name from our mailing list. Please allow six to eight weeks for the catalogs to actually stop arriving as there may already be some scheduled mailings. He may still view our Memorable Journeys online at www.vantagetravel.com  

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have traveled on two Vantage World Travel River Cruises: 1) Castles along the Rhine and Danube in 2010 and 2) French Waterways: Highlights of Burgundy and Provence in 2013. The first trip was an incredible, almost magical experience, top rate in every way. The second trip had its pros and cons. While we had an excellent experience with the new ship and its full hotel crew, we did not have a good experience with the style of the program manager, nor the quality of some of the local guides. Nonetheless we actively participated in all standard excursions, actively participated in 2 of the 4 optional excursions, and had a good trip, though not of the caliber of the first trip. Since Vantage strongly encourages all passengers to fill out various post trip surveys, we did so on both trips, noting on the second trip, several excellent categories along with several lesser ratings which we deemed appropriate. Two comments on the survey: 1) On the cruise, it was frequently suggested that Vantage takes customers comments seriously as can be exhibited in the design of the new ship, and, 2) Based on Vantage’s own definition, an excellent rating is defined as exceeding expectations. In our case, since the bar was set so high on the first trip, our expectations were high. All indications were that Vantage actually wanted to receive both positive and negative feedback. On arriving home from the trip two things happened. First we received a telephone call from someone inquiring on our satisfaction with the trip. While nothing was mentioned about the survey, we did objectively relay some of the positive and negative aspects of the trip as we experienced it. The conversation included the Vantage representative asking what future trips we might be interested in, with us indicating 3 trips we would like to take in the future. Later that day we received three e-mails from Vantage with information regarding the three trips mentioned by us. The second thing that happened was that we received a letter from a Customer Care Correspondent. It states in part: “We work closely with our regional office and Program Managers to ensure that our travelers get the most of their time through active and engaged participation. In reviewing information from your most recent trip, it seems the trip was more demanding than you may have expected. . . . . I believe at this time, we may no longer be able to deliver the level of service and support you require. With this in mind . .. . we have removed your name from our mailing list.” We were perplexed by the letter and became further perplexed when we learned that our telephone number had been removed from the Vantage system and we were now barred from logging into our account. In attempting to understand “more demanding than expected”, we have come up with two possible explanations: 1) We have been mixed up with another older and less active couple. (We, in fact, are active 64 year olds who fully participated in all activities and found nothing in the Vantage itinerary too demanding.) or, 2) Something different is being conveyed that is entirely unclear. In an attempt to resolve this, we have tried to contact Customer Care Representatives three separate times over a period of six days. Each time we have been told we would receive a return phone call. To date, no one has called. What’s at stake here is our ability to take additional Vantage trips, our $ 596.00 credit on a future trip, and a lingering feeling that has diminished our memories of an otherwise good trip

Desired Settlement: By way of resolution, we don’t really need to know what prompted or was the original intention of the letter. We simply want an apology for the misunderstanding, reinstatement into the Vantage system with the ability to travel in the future, including the normal benefits extended to those on their third trip, and preservation of our $596.00 credit on a future trip.

Business Response:

Thank you for bringing to our attention Mr. & Mrs. Furnanz’s concerns.  I am sorry that they were confused by the letter that was sent to them from our customer service department.  Our customer service director will be calling the passengers to clarify the situation.

Consumer Response:

 


We have not received any telephone contact from Vantage personnel.  Regardless of if, or when, that might occur, we would appreciate the courtesy of a written reply responsive to our concern. 

 

 

 

Business Response:

Thank you for bringing Mr. & Mrs. Furnanz's concerns to our attention.  Our acting call center director has contacted them and is working with them for a resolultion to the matter.  

Consumer Response:

 


We received initial contact from Vantage personnel on 9/24 in which they indicated a possible resolution.  We were told we would receive a follow-up contact  "in a day or two".  We are still awaiting a response.

 

 

 

Business Response:

Thank you for your email.  The last correspondence with the passenger via the BBB indicated that the Call Center Director from Vantage would contact the passenger personally to discuss the matter.  Accordingly, Corey Cowan, our Call Center Director, did call the passenger on 9/24/13, and explained the letter that was sent to him indicating that we would need to remove their name from our mailing list because we would not be able to provide the level of support the passenger requires on our tours.  During the conversation with Mr. Cowan and the passenger, it has been agreed that we will keep the passenger in our files.  However, if in the future, while the passengers are on another tour with Vantage and they prove to be a disturbance to the program manager or other passengers on the tour, then we would remove them from our mailing list.

 

I hope the above clarification is helpful, and I am sorry that you did not find closure for this issue in your records.  This matter has been taken care of on our end.  Let me know if you need any further information.

Consumer Response:

 


In our original complaint we stated:  “We simply want an apology for the misunderstanding, reinstatement into the Vantage system with the ability to travel in the future, including the normal benefits extended to those on their third trip, and preservation of our $596 credit on a future trip,
 
Based on the latest correspondence, we acknowledge Vantage has met us halfway with the misunderstanding, and are allowing us to travel with them on future trips.  However, on the other matters there is still not clarity.  Nothing has been mentioned about the normal benefits extended to those on their third trip, nor about the credits on a future trip.  And we still cannot seem to log into our Vantage on-line account, which might otherwise allow us to view our status on these issues.
 
For full resolution and to avoid any further misunderstanding, we need to be able to access our Vantage account, and receive written clarification that the third trip benefits and future trip credits remain extended to us.  

 

 

3/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is the second complaint against Vantage for the same problem. Based on the my first BBB complaint they finally contacted me and agreed to settle the dispute with me by giving me a credit to my Vantage account of $382.20 toward future travel. This was late last year. It turns out there was no credit applied when I looked at my account. So I contacted, **** ***** (sp?) at Vantage and left a message twice. After almost 3 weeks he has not returned my call. This is the same problem I had when I made the first complaint when it required the BBB to get the them to contact me.

Desired Settlement: 1.Post the previously agreed upon $382.20 account credit at once or send me a check for that amount. 2. Apologized for not returning calls. 3. Reinstate a previous travel credit which will expire in March that we couldn't use because of their failure to respond. 4. Either change their misleading trip cancellation policy or explain it clearly to customers in their Tour Participation Agreement

Business Response: Thank you for bringing to our attention the concern of Mr. & Mrs. *****. There seems to have been a simple administrative slip in this case in that the credits in the amount of $382.20 were not built into our data base for Mr. & Mrs. *****.  The credits have since been built into their passenger record and are valid for use for the next year on any applicable Vantage journey.  We sincerely apologize for this mishap and for the fact that their calls were not returned.  We encourage them to call our reservations department at * *** *** **** to book a tour and their credits will be on file. 

 

 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

VANTAGE TRAVEL MADE A POSITIVE RESPONSE TO ONLY #1 OF MY 4 REQUESTS TO RESOLVE MY ISSUES WITH THEM.  THEY DID POST A $382 CREDIT TO BE USED FOR FUTURE TRAVEL. #2. THEY DID NOT EVEN MENTION, LET ALONE ACKNOWLEDGE OR AP0LIGIZE, FAILING TO RETURN MULTIPLE CALLS ABOUT THIS ISSUE.  #3.  THEY DID NOT EXTEND A CURRENT TRAVEL CREDIT IN THE AMOUNT OF ABOUT $291 (DUE TO EXPIRE SOON) THAT WE WERE/ARE NOW UNABLE TO USE BECAUSE THEY DID NOT POST THE $382 CREDIT PROMISED TWO OR MORE MONTHS AGO.  HAD THEY POSTED THE CREDIT IN A TIMELY MANNER WE WOULD HAVE BEEN ABLE TO USE THE EXISTING TRAVEL CREDIT AS WELL AS THE $382 CREDIT TO BOOK TRAVEL WITH THEM AGAIN. #4. THEY MADE NO MENTION OF THEIR VERY MISLEADING TRAVEL CANCELLATION POLICY THAT I ASKED TO BE EITHER CHANGED TO BE STRAIGHTFORWARD OR EXPLAINED CLEARLY IN THE TOUR PARTICIPATION AGREEMENT. THE BUSINESS SIDE OF VANTAGE HAS BEEN VERY DIFFICULT TO DEAL WITH FOR US, BUT WE WOULD LIKE TO CONTINUE USING THEM BECAUSE THE TOURS WE HAVE TAKEN HAVE BEEN EXCELLENT.  I CERTAINLY HOPE TO SEE THEIR BUSINESS PRACTICES BE UPGRADED TO EQUAL THEIR TOURS.

Business Response: Thank you for bringing to our attention Mr. & Mrs. *****'s concerns.  I'm sorry that an apology was not extended to the passengers on the BBB site; however, a letter was sent to their residence apologizing for the lack of response and for ensuring their credits of $382.20 are now in their records.  The past traveler discount in the amount of $293 is indeed in the passenger's records valid for any applicable tour departing before 3/15/15.  The Tour Participation Agreement documents the terms and conditions of our tours.  I'm sorry that the passengers do not agree with our cancelation policies.  The Tour Participation Agreement will be changed at our discretion.  Booking a tour with Vantage assumes a passenger agrees with the terms and conditions of our Tour Participation Agreement.  Conversely, if a passenger does not agree with the terms and conditions of our Tour Participation Agreement, you can choose not to take our tours.  I hope the above clarification is helpful.  

2/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased med ins through Vantage at the time that i paid for vacation (Sept 23-Oct 7th). I paid Vantage 4600. (covering myself and my daughter) -$300 back porson. My daugher had seasickness (24 hrs) and paid ship’s doc $110 with a promise of reimbursement from Vantage’s ins comp. Trip Mate. In spite of numerous phone calls to Trip Mate and a call to Vantage's customer services “rep” I have still not received reimbursement. Vantages rep promised to contact Trip Mate and resolve the problem but was not resolved as no one contacted me from Vantage. As Vantage collected the $600, I hold them responsible for the $110 I’m owed. I paid $600, so somebody is still $490 in the black even if they paid back what they owe

Desired Settlement: $110

Business Response: Thank you for bringing to our attention, Ms. ******'s and Ms. **********'s concern regarding their claim with Trip Mate, the travel protection company.  Vantage has reached out to Trip Mate to check on the status of the claim.  Per Trip Mate, a check will be going out to Ms. ********** for payment of her claim. The delay was due to a request for more information from Trip Mate so that they may calculate the benefits.  As the insurance company has clarified that the claim may be paid without any additional information, they are in the process of sending her payment. On behalf of Trip Mate, we apologize for the delay while the payment for the claim was sent.

 

12/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: SUMMARY I am writing because I believe I was overcharged for a ***** ********* Coastal Voyage for reservations I made for a party of two for August 28, 2014. I was charged $4,699 per person. Their advertised price in their current catalog is $4,199 per person and I believe they are violating the Truth in Advertising law. I am seeking an immediate cash refund of $500 per person for a total of $1,000. The specifics are as follows: SPECIFICS I called Vantage World Travel on November 22 to make reservations for an August 25, 2014 ***** ********* Coastal Voyage. I was advised that there were only type L double cabins remaining available for that date. I made further inquiry about the August 28 cruise and was advised that only one double cabin type N and one cabin type U were available. I called again later that day to make reservations for Cabin type N on the ***** ********* Coastal Voyage on August 28. I was advised that the price of that cabin was $4,899 per person. I took issue with the price and brought to the attention of Agent **** ***** that their Vantage Catalog No ******* for 2013/2014 listed this cabin price at $4,099. His advised that there were typos in that catalog and the quoted prices were in error. I then referenced their Vantage Catalog No ******* for 2014 which was distributed in October 2013. It lists this cabin price at $4,199. The agent again insisted there were typographical errors and this was not the correct price. At my request the agent consulted his supervisor ****, and offered to reduce the price by $200 to $4,699 per person. I clearly stated that I was not satisfied with his quoted price and would pursue this issue further, but because there was only one remaining cabin available I had no practical option except to make the reservation under duress.

Desired Settlement: I believe Vantage Travel should honor their currently published catalog price of $4,199 and change my cost to that amount and provide an immediate cash refund, changing the per person price from $4,699 to $4,199, for a total credit of $1,000. I further believe they are violating the Truth in Advertising law.

Business Response:

Thank you for bringing to our attention Mr. & Mrs. ******** concern regarding the pricing of their upcoming tour to Norway.  The pricing in the catalog was indeed correct at the time the information was sent to print.  However, prices did significantly increase on this tour afterwards.  We do make a very clear note at the bottom of the pricing page on the catalog which the ******* are referring to indicating, “Prices shown are valid at press time and are for new bookings only.  Prices and inventory are subject to change; please refer to our website for the most up-to-date inventory and prices.”  As a good will gesture, we already afforded to the ******* a discount of $200 per person bringing down the difference to $500 rather than $700.  As we have clearly noted in our literature that our prices are subject to change and pointed out where to get the most up to date information on our pricing, we respectfully decline the *******’ request for a reimbursement in the amount of $1000.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint .   

Business Response: Thank you for brining to our attention the fact that the passenger does not accept our response. Please understand that prices onthis tour were changed after publication as we reserve the right to do so, asdetailed in our literature as well as our Tour Participation Agreement. Inother words, we specifically state that the most up to date prices are listedin our website. The passengers were also advised the pricing at the time oftheir booking by the reservation agent. Once we agreed to discount the tour by $200 per person, the passengersagreed to purchase the tour. At this point, they could have made the decisionnot to purchase the tour if the pricing was not to their liking. There arepassengers who have accepted these terms and paid the price of the tour as iswithout us giving a discount as a good will gesture. For Mr. & Mrs. ******,as a good will gesture, we have already discounted the difference by $200dollars per person. We cannot compensate the passenger any more than this, unfortunately.The issue has already been reviewed by our marketing department who created thepricing scheme.

12/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had to cancel a trip previously reserved and paid for in full that we were scheduled to take with Vantage Deluxe World Travel. We cancelled about 40 days ahead of departure due to a medical emergency. According to the Vantage Tour Participation Agreement we had to forfeit 65% of "the selling price per person". However, we only received a credit of 28.5% of the price we paid for the trip after a wait of over a month. Vantage claimed that we were due the price we paid for the trip minus 65% of the inflated advertised price of the trip. We should have received our full payment of $5580.00 minus 65% which equals $2058.00. Our credit was for $1675.80. When I called to complain the sales person claimed they only had to pay us the difference between the price of the trip to us and 65% of the higher full advertised price. This cost us $382.20. The agreement did not specify that they based the refund on the advertised trip price. When I complained about this deceptive, if not outright dishonest policy, the sales person transferred me to a higher level to leave a voice mail and promised someone from Vantage would get back to me within a few days. I have not heard back from anyone at Vantage and it has been 2-3 weeks. "

Desired Settlement: The company should stop the deceptive (dishonest) practice of promising a refund of the price of the trip minus the forfeit amount but actually subtracting a much larger amount based on a deceptive and unlikely interpretation of the "selling price". Or, if they insist on that policy they should say so in clear language in the agreement.

Business Response: Thank you for bringing to our attention Mr. & Mrs.*****'s concerns regarding their refund for their cancelled tour. All refundsfrom Vantage taken up to 30 days to be processed.  It may take a passenger a few more days fromthe date the refund was processed in house to the date it would reach acustomer’s bank or credit card due to transit time.The cancelation penalties are based on the value of the trip, the sellingprice, as listed in our Tour Participation Agreement.  The value of the trip was $6468.Penalties at the time the customer canceled were 65%. 65% of $6468 is $4204.20 in penalties. The customer paid $5880 after personal discounts and early paymentdiscounts.  $5800 - $4204.20 = $1675.80 refund.   I am sorry that the passenger never received a callback from a supervisor.  The Call CenterDirector will be giving them a call to explain the breakdown of therefund. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the final response does satisfy my issues and/or concerns in reference to complaint.

The written response was not satisfactory.  However, after speaking to Mr. **** ******* of Vantage, I was satisfied with his response.  He agreed to provide a credit for future travel on Vantage.  More importantly, he agreed to forward my complaint about the discrepancy to their legal department so they would consider clarifying the deceptive refund language in their travel agreement.

11/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a retired military aviator, flight test engineer and NASA flight director. After retirement in 1994 I began flying as a crew member on a World War II bomber at airshows, constructed an aerobatic biplane, wrote a new York Times bestseller, “Failure is Not an Option”, and entered a career as a motivational speaker. My wife and I are senior citizens and travel extensively for both business and pleasure. For almost two decades we have used Vantage Deluxe World Travel exclusively for our leisure travel. A deposit of $1,000 was made in December 2012 for the trip “Journey to the Land of the Midinght Sun” for travel July 25 through August 8, 2013. I received a letter from Vantage dated 12/27/12 confirming the booking, providing the trip invoice and attaching the Travel Protection Plan (TPP) Brochure. The text of the enclosed Vantage letter stated: Congratulations! You’ve made a smart decision by accepting Vantages 100% Travel Protection Plan. Your travel investment is protected before you go and during your Vantage Memorable journey by the best protection plan in travel” The trip invoice indicated “PAYMENT DUE: 04/25/13 Amount due (w/TPP) $19,806 The Invoice balance was paid by Check 1006 on 1/15/2013 My wife ***** is diabetic and on July 2 while preparing for bed began violent and uncontrollable shaking. She was transported to the hospital by ambulance. Laboratory testing indicated elevated blood glucose levels, high blood pressure and “rigors’ due to a severe urinary infection. ***** remained overnight and on discharge was advised not to travel until glucose levels and blood pressure was controlled. I cancelled the Norway trip July 4, 2013. On July 13, 2013 I submitted a travel claim to Trip Mate, the TPP provider for reimbursement for the cancelled trip. On August 22 I received a letter from Trip Mate disallowing the Travel claim indicating that the Vantage Records indicated I had not purchased the TPP. On August 22, 2013 I transmitted a letter to Vantage requesting that they confirm to Trip Mate that the TPP was purchased. Subsequently on August 29 I received a letter that stated “I am sorry for any misunderstanding regarding the TPP which you did not purchase. The first invoice dated 12/26/13 which was sent indicated the amount due with TPP but it is not a line item in the invoice breakdown. A revised invoice was sent on 1/11/13 which had that line item removed and that is the invoice you paid off. That listed a total charge of $20,806 without the TPP.” Three days later I received a phone call from Vantage to verify that I had received the letter. Due to my extensive travel an enormous amount of mail accumulates as a result of my speaking and literary efforts. On return I review the mail with my secretary and neither my secretary or myself remember an invoice or a second letter received from Vantage. We are seniors with a variety of medical challenges and to my knowledge have never failed to purchase TPP. In 2012 we had to cancel the Norway trip due to my sickness and received reimbursement via the TPP. Summary: • The text of the Vantage letter we received when the trip was booked is conclusive. The TPP was purchased and the TPP Plan Brochure provided. • The structure of the Invoice accompanying the letter indicated that the Amount due line included the TPP. • Vantage apparently made an error in the booking process that led to their need to submit a second invoice. They did not follow up the revised invoice with a verbal call to assure we were aware of the change. • Invoice is misleading in that the TPP is not included in the Amount Due Line unless it has been listed separately in a line item • The disallowance of our claim due to the Vantage error in the booking process is unacceptable and reimbursement is expected.

Desired Settlement: The error made by Vantage Travel should be recognized, invoice shoould be restructured to avoid misleading subsequent clients and refund of tour price

Business Response: Thank you for bringing to our attention the inquiry from Mr. and Mrs. ***** regarding their question of purchasing the travel protection plan from Vantage.  Our senior management along with our IT department is looking into the issue.  We will respond to the passenger as soon as a decision is made.  We appreciate their patience while we sort out the matter.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint . I have not received a response from Vantage Travel. When I receive their response I will assess whether their action on my claim  is suitable. Only then will consider if the complaint can be closed.  

Business Response:   We thank the clients for their patience while our senior management and our IT department reviewed this case.  We have found that there was indeed a systems glitch in which the cost of the travel protection was not showing up on passenger’s invoices regardless of whether they had chosen to purchase it or not.  Our IT department has since corrected this glitch. Based on Mr. & Mrs. ******* past history of purchasing Travel Protection with their tours, along with calls that were reviewed in which the passengers agreed to purchase Travel Protection, we will be refunding the cost of their tour less the cost of the travel protection plan in the amount of $9056 per person. Total tour cost per person, $10,205, less the cost of the travel protection plan, $1049 per person, for a total refund of $9056 per person or $18,112 total. The refund will be processed back in the method they paid Vantage within the next 30 days.   We thank the passengers for their patience while this matter was sorted out and sincerely apologize for the system glitch which has caused them any inconvenience or frustration. We certinaly do not intend for one of our most loyal customers to be inconvenienced in this manner. We will be sending a follow up letter to the passengers with this information as well.     

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint . I understand that by choosing to accept the business response that my complaint will be closed as resolved.  We wish to thank the BBB and Vantage Travel for their efforts to resolve our claim.

10/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I signed up with Vantage for their trip "Highlights of ******** & ********: Ultimate Safari in the ******** Delta, ***** & ******" departing June 9, 2013. The trip we signed up for listed the travel itinerary as three days at in the ******** Delta at Moremi River Crossing followed by four days at *****-Under- Canvas Luxury Tented Camps. I researched these facilities on the internet and felt they were fine. Our final travel papers also indicated we were staying at a lodge followed by a "luxury tented camp". When we arrived at the ******** Delta we were taken to a mobile tented camp that was the most primitive camp we had ever encountered. There was no electricity and no running water. We had a tiny chemical toilet, a canvas bag for a shower, and a canvas basin in which the staff put warm water twice a day. There were two cots with a thin mattress and pillow in each tent. The group we were with were all seniors. We discovered that instead of moving on in three days to a "luxury tented camp" the "mobile" camp we were in was simply relocating to *****. We decided that we would rather return home and requested transfer back to ************. Instead, our program manager spoke with someone from Vantage and they moved us to a substitute lodge after our third night. This lodge was perfectly acceptable as was our next accommodation at Victoria Falls. After Victoria Falls we were moved to ****** Safari Lodge for our final four nights. It was winter in Africa and the temperatures at night fell in freezing on two nights. There was no heat in our room. The toilet in our room did not work. We were moved to another room on the second night which was apparently one of only a handful with a working heater. The bathtub had not seen a scrubbing for a very long time. I sent a detailed description of all of this accompanied by photographs the day after our return from the trip. Had we had any idea of the primitive conditions we would encounter we would never have signed up for this trip. There were other issues with the arrangements for this trip outside the accommodations that included insufficient number of safari vehicles and poor quality of them. The contrast of this experience to our previous trip to Africa with Vantage was so great as to be unbelievable. I received email from a member of the customer service staff apologizing and offering us a "$500/person credit for a future trip. I replied that we were not at all satisfied with that and wanted at least a partial refund. Vantage then offered "$750/person credit against a future trip and indicated they had cancelled this particular trip for the future. I replied that we did not feel that compensated us for seven nights in accommodations that couldn't be regarded as even one star quality. I then received an email saying Vantage would "not be visiting this issue further."

Desired Settlement: We would like to receive a refund for at least 50% of the cost of this trip or a credit of that amount toward another trip. For half of this trip we tolerated miserable conditions and paid dearly for the privilege.

Business Response: Thank you for bringing Mr. & Mrs. *********'s complaint to our attention.  We have already communicated with them in length on the quality of the accommodations during their tour to ******** and ******** at the tented camps.  Our program manager did manage to upgrade the entire tour to a much more luxurious tented camp for the remainder of the days the group was to be in a tented camp.  We gave Mr. & Mrs. ********* a future travel credit in the amount of $750 per person as a good will for the accommodations on the first few days of the first tented camp.  Given the number of days spent there, we feel that the compensation was fair and equitable. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This response is identical to the one we already received.  It is also inaccurate.  My complaints were about half of the trip:  three nights of misery and cold in the tents and four nights in a lodge that had not had adequate maintenance or housekeeping for a considerable time.  The last four nights of sub-standard food and accommodations were outlined in detail in our first email to Vantage.  Perhaps Vantage could review the picture of the filthy bathtub to refresh their memory of our complaint.  In no way does a future travel credit compensate us for this trip.  I will not be traveling with Vantage again unless some more adequate compensation is offered.  If Vantage desires I will be glad to post the pictures I took of the accommodations and of the multiple break-downs of our vehicles online on this site.  

Business Response: Thank you for bringing to our attention Mr. & Mrs. *********'s response.  We are sorry that they are not satisfied with the compensation of $1500 in future travel credit awarded to them.  As they have already been informed, the tented camps have been improved for the rest of the tours for this season and this tour is not going to be offered in 2014.  Given the number of days spent at the tented camp, we fill this is reasonable and this is a final decision from our management team. The exact same tour just came with 94% excellence scores rated by our passengers.  Again, I am sorry that Mr. & Mrs. ********* are not satisfied with the future travel credit awarded to them for this issue.  We have made changes to the accommodations on this program based on our passengers' feedback and have decided at the moment that this program will not be offered next year. We hope that the *********'s will allow us to plan their future travel plans.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Once again, Vantage focuses in their response only on the three days we spent in the sub-standard tented camp.  This is NOT the only complaint we lodged about this trip.  Fully half of the trip was in sub-standard accommodations.  I outlined the issues we had during the last four days of the trip thoroughly for Vantage and included pictures.  In addition, we spent three hours of the first game drive stuck in the sand in the Moremi Game Reserve and at one point our group was left in the vehicle by the driver so he could walk to camp to get help.  This in the middle of no where without a working radio.  The radio did not work; the four-wheel drive did not work, it was a thorough mess.  Vantage may change the accommodations in future tours or eliminate this one entirely.  How does that compensate those of us who paid dearly for this awful experience?  The very fact they are eliminated the tour confirms the poor ratings they received.  I do NOT believe those on our tour rated this at 95% excellent.  No way!  A $750 credit toward a future Vantage tour--which based on this experience has no chance of occurring- is not acceptable.  Vantage is betting we will never use the credit and they are absolutely correct.  Give us a cash refund or forget it.  Why would we want to risk traveling with Vantage again? What a disappointment that Vantage persists in stone-walling over this disastrous tour!

7/14/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Vantage brochure from which we selected our trip states: YOUR PRICE INCLUDES: (in bold letters) Small Groups of 18-20 Travelers. At no time during the 18 day trip was the group smaller than 24; in fact, for most of the trip, there were 38. Small groups (fewer than 20) appear to be the industry standard and that is one of our primary criteria for selecting a particular company. Upon our return, when we wrote/called to complain, we were told "...there was a change to the program after our catalogs were published...However, this particular departure date was missed and this was a human error on our end." They offered a travel voucher for $200 per person to be used within two years on any applicable Vantage journey...before 5/30/14." Since we cannot trust this company, we do not intend to travel with them again. Hence, we feel we are entitled to a full refund. After all, what is $400 compared to the $12,104 (not including two optional excursions totaling $376) we spent for a service that was not provided? DATES OF TRIP: May 11 to May 29, 2013

Desired Settlement: Refund for the entire purchase price: $12,104 (plus $378 for the two optional tours) since we would not have taken this trip if we had known how large the group would be--particularly considering that it was 100% larger than advertised.

Business Response: Re:  Croatia and the Southern Adriatic; ******; GAZ 5/11/13

Thank you for bringing Mr. & Mrs. ********’s complaint to our attention. 
 
The group size of the tour did increase from what was originally promoted within our catalogs. A letter indicating this change was sent to all passengers on these programs but this specific date was missed.  We have sincerely apologized for this lack of attention on our part as we strive to give our passengers' the most accurate information possible.  The actual number of passengers on the ship did not change, however, it is the number of program managers which decreased consequently increasing the number of passengers in a group.  Our product quality and regional team do believe that the quality of the tour in and of itself was not compromised by this change.  

Initially, a $200 per person travel certificate was issued to Mr. & Mrs. ******** for bringing this matter to our attention.  We have reviewed the matter again with our marketing team and our customer service management and are willing to extend to Mr. & Mrs. ******** an additional $150 per person in travel certificates which may be used on any applicable Vantage journey departing within 2 years.  

I am sorry if they have been disappointed in any way due to this change in group size on the tour.

6/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a trip to Africa with Vantage in March for a trip in Aug for my parents and my wife and I. I was told at the time there were 6 vacancies (I asked because there was another couple that was interested in going). I paid my balance in full (along with my parents) and thought everything was fine. This was a trip that took me 9 months to plan (because of my work schedule). I was informed about 45 days before depature (today), that the trip had been "overbooked" and they were going to need to move me to Sept. I told them that was not possible because of work committments. They have promised a full refund and a $500/person credit on future travel. I had called about my flight reservations a couple of times and had never been informed of the overbooking. It seems to me that they overbooked and planned on cancellations. None occured so they had to cut someone and I was that person. My whole vacation schedule is planned for Aug and now I have no where to go (I do not like the heat - thus going to Africa because it was winter there).

Desired Settlement: 1) Full refund by check - this trip cause $17,000 + and if it is put back on my credit card - it will take years to use that amount up. 2) An explanation of how a booking agent can tell me that there are 6 slots available and book me for 4 of them - and then have the trip overbooked and my reservation be cancelled. Either the agent lied (or was following company policy) or else additional people were booked after me. If additional people were booked after me - why is it that my reservations are being cancelled (is it because I am a first time traveller with Vantage?). 3) An explanation of why it took till 45 days before departure to inform me of the overbooking - surely you knew about it well before then. I may have been able to adjust my vacation schedule to be more enjoyable. 4) Since the trip is being cancelled because of the company (not airline problems, weather, etc.), and since this is a major trip that took major planning on my part and since I now have vacation scheduled for a time where there are not other places that I would like to travel - I feel that $500 credit towards future travel is not sufficient compensation.

Business Response: Thank you for bringing this customer’s concerns to our attention. First, a refund check has been cut for both travelers and should be sent via US mail on Monday, June 24.  I’m very sorry that the overbooking occurred and we will certainly review the information from when the original reservations were made. Due to limited allotment, the August departure is somewhat smaller than our standard group size, which may have also been a factor. I can confirm that our customers were the last people booked on this tour, adn therefore the first to be moved. The time frame in which we notify travelers of possible moves can be anywhere from 60 to 14 days prior to departure based on several factors, including size of the group and availability of comparable dates our tours. Given the cost of this program and the fact that we are not able to accommodate the travelers on an alternate date, I have increased the credit to $1000 per person. I do appreciate having the opportunity to answer our customer’s questions and do more to resolve an unsatisfactory situation.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I am glad to hear that the check is in the mail - I have not received it yet.I still have questions about the timing.  Were we notified as soon as the overbooking was realized or was the business waiting to see if someone cancelled before informing us?  Again - I was told there was 6 spaces available but I can understand that maybe most of the trips hold 24 and this trip only held 18 (thus they thought they had spaces available) as explained by the business.  What I do not understand is how that was not realized at some point over the next 3 months as various people looked at my trip (I called to inquire about my flights multiple times)?  Was I informed of the over booking as soon as it was discovered or did the Business cancel at their convenience?   

Business Response:   Thank you for bringing Mr. *****’s complaint to our attention.  

Typically the Customer Service Representatives who answered the questions regarding flights would not have any knowledge of over booking situations.  At the time of their call they would not have known to advise the passenger. We review passenger inventory around 60-14 days prior to departure and a Vantage representative will contact volunteers who are willing to move to another departure date in exchange of compensation. Unfortunately, no one was able to change dates and that is when we contacted the passenger.   

The passengers were not contacted right away because we were trying to work things out where we could accommodate them on their tour.  

I am sorry that Mr. & Mrs. *****’s reservation had to be cancelled and that we were unable to accommodate them on another date for travel.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

5/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My neighbor received a mailing from Vantage Travel. It contained a card (I have the card and can provide a copy) that stated "When Mr ******* ***** referred you to us, . . ." it continued "as Mr ******* ***** knows well. The problem is that I never traveled on Vantage or recommended Vantage Travel to anyone. As a result, I emailed Vantage on two occasions - I have copies of my emails and the responses. The first time on 1/16/13 I wrote " Please stop sending me anything about Vantage Travel. You have now crossed the line. My neighbor received a mailing from you stating that I had referred him to Vantage. I have never traveled on Vantage and NEVER referred anyone to Vantage. Your using my name without my approval is totally unacceptable. I also object to having give you my phone number just to contact you." The reply began "Thank you for your recent email to Vantage Deluxe World Travel. I apologize if our mailings have caused you any inconvenience. We have removed your name from our mailing list." The message continued, but did not address what I wrote about. I then replied "You didn't read my letter. Why did you use my name without my permission?" The reply, from ***** ***** was: "Thank you for your email. The telephone number is one of the fields by which we can look up a customer for any requests you may have such as removing you from the mailing list." Great. Did anyone tell me why they used my name without my permission? No In addition, I just received a mailing from Vantage asking - Where would you like to travel next? If I was removed from the mailing list in January, why am I receiving mail from Vantage.

Desired Settlement: An apology is in order, as well as answers to my questions. 1) Why did you use my name? 2) Why didn't customer service answer my emailed questions? 3) Why am I continuing to get mail from Vantage?

Business Response: Thank you very much for bringing this issue to our attention. Like many businesses, Vantage uses referrals (or word of mouth) to increase our customer base. 

Recently, we have started putting the "referee's" name on the brochures so the potential new customer is aware of the connection. Our records indicate that Mr. ***** referred his neighbor to Vantage in 2002. I appreciate that that was many years ago, and if neither person has ever traveled with Vantage, it may have been easy to forget what action (such as completing a survey card, or online form) triggered the referral.

We have removed Mr. *****'s name from our list (it will take 6-8 weeks for all mail to stop), and also his neighbor's.  A apologize sincerely for Mr. *****'s concern and frustration, and thank you, again, for letting us respond.

Please contact our office if we can provide any additional assistance!



Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Vantage said that I referred them to my neighbor in 2002.  As I am not in the habit of referring a business to anyone if I do not have experience with that company I would like to know how I made that referral.  Also, if I did, doesn't Vantage think that more than 10 years is a bit outside what would be considered normal?

Business Response: Thank you, Mr. *****.

Using the "referee's" name is a new approach for us, and upon looking into the details of this issue we learned how long ago your neighbor's name came to our file. At that point, yes, we agreed that 10 years was certainly too long! We are changing these parameters as we speak.

I do not know by what contact method we received your neighbor's name. Vantage frequently sends forms and surveys to get information on our customers' travel preferences and all of these also provide the opportunity for someone to give us the name of an acquaintance who may be interested in our journeys.

Again, I'm very sorry that this experience put you in an awkward position and I sincerely appreciate your bringing it to our attention.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

5/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: See my letter below to Vantage:

******* ***
************ ********** Ave
*******, VA *****

16 April 2013

Dear ***** ***** CEO Vantage,
I was very surprised to get your travel teams undated letter this month significantly restructuring a 2014 French Waterways river cruise I had booked with your company in March. In studying the cruises available before purchasing, what sold me on Vantage was the ending in Monaco and staying at the Fairmont Monte Carlo Hotel for one night then returning back to the US. When making my reservation I confirmed that the 2014 contained the Monaco hotel stay as I was booking from a 2013 brochure, I was assured the stay in Monaco was included. That advertised itinery has been significantly altered, the trip restructured to one less day and removing the hotel stay at a five star hotel on the Med; all a significant restructuring of an advertised trip I had reserved. I consider it one thing to change itineraries because of river water levels and natural disasters, yet quite something else to change an advertised itinerary that people have been booking based on what is advertised. If you wish to change an itinerary before advertising and selling them thats fair but to make major changes after advertising and selling a trip is a significant breach of business integrity.Also the letter stated that all would be receiving a $200 refund to cover for the reduced itinerary. I find the $200 offer troubling given your brochure indicates this cruise is from $249 a day (mine likely more as I have an upgraded cabin); your advertised brochure amount is more than your suggested adjustment for the mayor changes.I have attached copies of the details of the trip originally booked to verify the trip promised at time of booking.I ask that you look into this unacceptable change and restore my itinerary back to what was advertised and confirmed. I look forward to your positive response.

Thank you,
*** ********

Today I was called on the letter.

Desired Settlement: My computer stoped Typing above.....their refruised to reinstate my cruise itinery but did offer a refund minus $600 for their cancelation fee. I refruised and would like your help in resolving this bait and switch please

Business Response: Thank you for forwarding our clients' concern. Vantage Deluxe World Travel does reserve the right to make changes to programs for quality or logistical reasons, and makes every effort to provide a comparable value and experience. In such cases, we do not offer the option to cancel with a full refund.

In this case, we are working with the clients directly to review all possible options to provide an acceptable alternative in lieu of cancellation.  Thank you.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

4/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked a family cruise (6) to celebrate our ** anniversary on a Christmas and New Year Cruise on the Rhine and Main. Sailing date Dec 22 to Jan 4th. Daughter received a call from Co two prior to departure that the river was LOW and we would not be picked up in Nurnberg. We spent the first night in a hotel instead of the ship. Next day they took us by bus to the ship. When we arrived at the ship, the Captain had docked the ship under a Bridge and that was the only way out. We were also told that the river was not low but was rising and there was no way the ship could get out to cruise. This became the "Cruise to Nowhere" since we were docked for 14 days and everyday we had to go by bus to the cities were were suppose to see. Each day the bus trips got longer and longer so that the last trip we were over 2 hours one way. Of course, time spent on the bus took away from our free time after the scheduled tours to see any of the cities. We did not get to see any of the country side of the Rhine and Main. We did not get the chance to walk into the cities at night since the ship was not docked nearby. We were offered a compensation of $500.00 per person cash or $1000. toward another trip. We doubt we will be going on another cruise because of sickness and the $500.00 is not enough for what we missed. Company does not respond to any of our letters. We see what other cruise companies are providing for their clients wheln a problem occurs on their cruises, so we feel that we are receiving enough compensation for the problems we incurred.Thank you

Desired Settlement: more compensation than what is being currently offered to our family of six on a very special occasion.

Business Response: Thank you for bringing this customer's concern to our attention. Vantage is working directly with our travelers to reach a fair agreement for both parties, considering the many years of loyalty these customers have shown.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

12/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife an I went on a river cruise (Castles along the Rhine & Danube) on August 3 thru the 19th with Vantage Travel. A day trip (a prepaid optional tour) had to be cancelled due to low water levels. We were promised a refund within 90 days of our return but have yet to recieve the refund of $178.00. We do have paper work saying that we are entitled to a full refund. There have been at least four calls to the company but have yet to get our refund.

Desired Settlement: A full refund check or cash for $178.00

Business Response: Thank you for bringing this customer's inquiry to our attention. The refund in question has been finalized and communicated to the traveler directly, and efforts to improve this particular process are ongoing.

Our sincere apologies for the delay and inconvenience.

Respectfully,

******** ****
Director, Customer Service

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

******* ********

8/31/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have taken 15 trips with Vantage. One of the amenities for taking the trips was that on each one we were given points to use for articles in their E-Store. We have accumulated 634 points. There was no expiration on these.They discontinued the store with no notice. We could have ordered merchandise if I had known of this. They now have an E-Store where we can get a 15% discount on merchandise. With our 634 points we could get this merchandise for free with no shipping cost. This amounts to $634 in merchandise that they owe us. I also expected another 200 points for the trip we have booked, since they did not notify us or publish any notice that the practice was discontinued. They refuse to answer my emails, and you can not get anyone on the phone to discuss this.

Business Response: Thank you for bringing this customer's concerns to our attention. In speaking directly with Ms. ******, we learned that she did not recieve the email notification Vantage sent on June 10 advising travelers with credits on file of the change to our program effective July 31, 2012.  Furthermore, we reviewed with her the email response we sent addressing her questions. We walked through Ms. ******'s spam filters and junk mail settings to ensure our responses were not misdirected.

Ms. ****** did not provide any details about calls during which she spoke to agents who were unable to answer her questions.

Vantage has converted Ms. ******'s estore credits to future travel credits. We hope that as someone who has traveled with us 15 times and rated most of her trips Excellent, Ms. ****** will continue to return to us and will enjoy her upcoming river cruise with Vantage.  Thank you, again.

Consumer Response: I have reviewed the response submitted by the business, and appreciate the response of the business. They will give travel credit toward a future trip which may not be used. This does not resolve the issue that they never answer emails and will say it went to spam. It never does in my case because I work on the computer all day and never delete any mail until it is reviewed.

In addition their response says they answered the current mail, they did not and have never answered any mail since email was available. Nor did they send out email reguarding the estore as they claimed.They have nice trips, but poor customer service. Please consider the complaint closed.



8/28/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a tour to Ireland from a sales catalog that included a Vantage Travel Reward of $300. The catalog said "You can use your special $300 travel reward on any 2012 departure in this catalog". Vantage did not honor this reward because the trip I booked was within 90 days of departure date. I received the catalog just days before booking the tour. I believe this is false advertising because the catalog included tours that were not possible to book and receive the reward under the fine print. Vantage has refused to honor the $300 Travel Reward.

Desired Settlement: Honor the $300 Travel Reward.

Business Response: Thank you very much for bringing the **********' concern to our attention. As with any promotion or special discount offer, limitations may apply.

The catalog the ********** booked from had many discounts and promotions. The date the travelers chose to purchase had the steepest discounts, and therefore was excluded from the insert coupon. The exclusion is printed on the coupon itself and was reiterated during the reservation process, thereby giving the customers the opportunity to reserve a different date to which the additional $300 could be applied.

I know the customers proceeded to book this reservation, and they have since come home from their tour. They have been loyal travelers with Vantage and we certainly want them to return. Although the $300 discount will not be applied to their prior booking, we will contact them directly to discuss a credit toward future travel with Vantage.  Again, thank you for your notification.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The offer of a credit for a future trip would have been acceptable when I first contacted Vantage with my concern.  However, to make the offer only after contacting the BBB is not customer service, but damage control.  Nothing short of a $300 credit will be acceptable. 

 

 

8/28/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After numerous calls to Vantage and many messages left with Vantage's "stop catalogs" department, I continue to receive by mail many of their brochures. Some are thick, heavy and take up lots of mail space. I have repeatedly requested Vantage cease sending me mail and that they remove my name from their contact list for mailings. I have never received a single response to my requests nor have the mailings stopped. At least twice a week I receive another Vantage travel catalog. Not only am I not interested in their products, for all their pestering and inability to honor my requests to stop mailing me junk mail, I would never do business with them. They are ruthless in their determination to send to my home catalogs, one after the other, and they have not once paid attention to my requests for them to stop mailing me such items, or ANY items. Latest Catalog, rec. yesterday, is #******* and on the cover of their material is Customer #: ***********. I have never used Vantage for any services or product.

Desired Settlement: Immediate cessation of catalog mailings to my home. Today is August 5, 2012. I would expect this to stop in a week although I have requested it be stopped for at least six months now.

Business Response: Thank you for bringing this concern to our attention. Mr. **** has been flagged for removal from our list. Our records indicate that approximately 5 mail pieces are already in the system and cannot be stopped. I anticipate that all mail should stop within 6 weeks.

Although we cannot meet the one-week request, we do certainly want to minimize the customer's inconvenience. Thank you, again, for letting us know of this issue.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

It is not acceptable to me to wait for 6 more weeks for additional junk mail to arrive from Vantage. They can put a hold on such mail at the local post office and have it returned to them rather than put in my mailbox.

 

 

7/2/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We had scheduled trip to France with Vantage with another couple. We had paid the full charge for the trip. On February 27, 2012, our friends told us that they could not take the trip due to personal problems. We decided to go to Eastern Europe instead of France, so later that week, we called Vantage and rescheduled the trip. We were told that there would be no charge for changing our destination and that we were due a refund of $2,876. We waited two months for the refund, but it never came. On May 1st, we called Vantage to ask about the refund and were told that it was "in accounting". We took the trip without getting the refund. On June 12th, after returning from the trip, we called Vantage to ask about our refund and were told that a refund check had been cut for us in the amount of $266. We said that the amount should be $2876. They said that there was an error in their system and the price of the trip and the refund was misquoted. They said that they would check the recording from the day that we had rescheduled and get back to us by the end of that business day. They did not return our call, so we called again and were told that they would not honor the amount of the refund. We asked to speak to a supervisor, but were told that she was "in a meeting" and that she would call back. She did not nor did anyone else after we made another call. In reviewing the other 37 complaints against Vantage, we noticed a common thread of not returning calls, so we guess that we will not get a call either. We feel that Vantage purposely delayed the refund and did not tell us about the error so that we would not cancel the trip. In essence, we took a trip and when we returned home we were told that, by the way, your trip will cost you $2,610 more than we told you.

Desired Settlement: We want the full refund that we were promised - $2876. We get as many as three emails a day from Vantage. If we were misquoted a price, we should have been sent and email as soon as the discovered their error.

Business Response: Thank you for raising the *******s concerns. Vantage has contacted its customers directly to reivew their account and processed their refund as originally quoted. If we can provide any additional information, please contact our office. Thank you.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.


6/21/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I referred friends who signed up and took a Vantage tour and was promised $200 as per their brouchure ad on 11/22/11 2/22/12. I called customer service and talked with **** who was surprised we hadn't received the check.
He said he would see that we got it but that it would likely take 30 days. 4/9/12. I called again and talked with **** who said that the problem was that the wrong code had been used, she'd correct it and I would get the check
in 30days. 5/11/12. This time I talked with ********** who assured me that I would get the check and he would call in the next few days to tell me when . 5/17/12********** didn't call back so I asked for ***** ***** , the original agent who took our reservations. He was on another line but would call when finished. Many hours later, as I was getting tired of waiting, I called and spoke with ***** who assured me that they do want my repeat business and he would talk with the accounting department when they reopened the next day and call me back. 5/23/12 ***** didn't call back and we were off on our trip. 6/1/12. The requested evaluation form contained these notes. 6/9/12 & 6/11/12 these notes were sent with requested information regarding future travel plans.

Desired Settlement: The check will be sent promptly, no more promises in 30days

Business Response: Thank you for bringing this customer's concern to our attention. Paperwork was put through to expedite the referral check, and I will continue to monitor the refund process to ensure we can close out the pending request.  I am sincerely sorry
that what's intended to be a reward has caused frustration for this customer.



Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.



6/2/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have traveled with Vantage 11times this trip and have one more booked for Sept. I leave Mon. For Russia and unfortunately my roommate is Ill and her doctor will not let her go. There is a health issue but it is not mine. She has private insurance and will be getting a refund in 5 days. Now Vantage is demanding another 2750 as a single supplement or they can cancel my trip. They say I am now a single. So, they have a full prepaid trip from her, one from me and now they want another supplement for the same room. I know this is unfair and since I have now read many statements from others I realize they seem to rip off people all the time. Vantage deals with older people all the time and I like many others save for a great experience that is now marred by their unreasonable practices. I was such a loyal customer and now I feel betrayed by a company I praised to all I met.

Desired Settlement: I would like to not be charged for this as it is not my fault and I would like an apology from this company.

Business Response: Thank you for bringing this customer's concern to our attention. We have had several conversations with Ms. ****** subsequent to her request with the BBB. We want to make every effort to accommodate a long-time and loyal customer.

Unfortunately, when one's traveling companion must cancel, the change in occupancy may result in surcharges (such as from a double to a single), even close to departure. Vantage recommends a travel protection plan the does include coverage for this sort of scenario. In the event that a customer does not take the recommended plan, or a plan with another provider, they are ultimately responsible for any additional charges or fees resulting from their or their travel companion's cancellation.

If it is possible to mitigate these charges, Vantage will work with our customer to ensure the supplemental charges are minimized or waived.

If I can provide any additonal assistance, you may contact me directly.

Sincerely,

******** ** ****
Director, Customer Service
Vantage Deluxe World Travel
** ***** ******
******* ** *****

5/15/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have two: I referred a friend for a trip we took in March, 2012, and have not received my $100 referral fee, although I have sent several emails. The bigger problem is a trip I have booked for South America in October, 2012 on which I was charged $200 to add on the airfare from California to Miami, the gateway city from which the tour leaves. However, I paid $100 extra to book a very specific itinerary on a specific airline with an upgrade to business, but they will not respond to my multiple requests for a return of the $200. If this money is to pay for me to fly from CA to Miami, and I am not flying in or out of Miami, I should receive a refund. If I had used miles to get myself to Miami, or paid my own way there, there would be no cost. As it is now, I am penalized $200 for paying for an upgrade to business class, flying in and out of California only. The advertising is misleading if a traveler has to pay an add-on air fare even if the passenger is not traveling the route for which the add-on is charged. Call it the penalty it is. I want my money back because of the deceptive advertising and because I am not flying the route for which it pays. I have sent several emails to customer service, talked to them on the phone, and sent two emails to the address I was given for complaining/communicating with the President of Vantage Travel. These latter emails have not been acknowledged or responded to. It seems they think I will go away if they ignore me.

Desired Settlement: I am reimbursed the $200 I paid for a flight I am not taking, and I receive the $100 referral fee which Vantage heavily advertises.

Business Response:

Vantage was happy to work with our client directly to resolve the misunderstanding and to process the check she was due for having referred new travelers to Vantage.

Details and resolution have been communicated to Ms. ****** via both letter and email, and we believe this matter is now closed.

If you need any additonal information, you may contact me directly.

Sincerely,

******** ** ****
Director, Customer Service
Vantage Deluxe World Travel
** ***** ****** ******* ** *****

Consumer Response:

However, only the one check for $200 has arrived so far.  I am still waiting for the $100 referral fee check.  If I don't receive it within one week, I will call Vantage about it.

thanks so much for your help.  I feel Vantage would have continued to ignore me if I hadn't sought your assistance.  

Regards,

****** ******

4/9/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In association with our travel club, my wife and I booked a tour of Egypt. Due to the violence and unrest in Egypt, our travel club canceled the tour. Vantage refunded part of our money but withheld $600 ($300/person) as an "administrative fee". This fee is per contract provided the tour is not canceled by Vantage. It is our position that Vantage should have cancelled the tour due to the unrest in Egypt, and further failed to do so to avoid refunding the "administrative fee". Further, Vantage has refunded this fee to the travel club group leader, with the cited reason "terrorism", but refuses to refund this fee to others in the group. They offered a refund in the form of vouchers for future travel, but these have no value to us due to restrictions.

Desired Settlement: Cash refund of $600.

Business Response: Thank you for bringing the ********* concerns to our attention. Our records indicate that the ******** cancelled their January tour in September 2011, more than 90 days prior to their departure. At that time, the ******** were subject to the standard processing and administrative charge applicable to all cancellations.
 
Because the ******** were brought to Vantage through a Group Leader, they received the option of rolling the $300 per person fee into a pending reservation that does not have any travel restrictions. Our records indicate that the ******** have requested a tentative, or pending, reservation for 2013. These funds can be applied to any tour at any time. However, they are not refundable.
 
I’m sorry that we cannot honor the ********* request, but hope they will choose another Vantage Memorable Journey with their travel group, or on their own.
 
Please contact us if we can provide any additional information.

Consumer Response:

I reject Vantages response because:



1. We canceled for a valid reason: Our travel club cancelled the trip due to safety concerns (terrorism in Egypt).
2. If Vantage had acted responsibly they would have canceled the tour; had they canceled, the "administrative fee" would have been refunded.
3. They returned the "administrative fee" to the trip leader with the stated reason "terrorism". Having difficulty understanding why
"terrorism" was a valid reason for refunding the "administrative fee" for our trip leader but not for others on the trip.
4. The $300/person fee is a rip-off; it doesn't represent an administrative cost, and representing it as such is dishonest.

We continue to believe that Vantage is taking advantage of the unrest in the middle east, failed to act responsibly by not canceling the trip, and is acting inconsistently in their refund policy.  We will not be satisfied until we receive a cash refund of the "administrative fee".

Regards,

****** *******

 

 

Business Response: Vantage has made accommodations for these customers beyond what we would ordinarily do. I regret that they remain dissatisfied, and hope they will choose to use their funds on account at some other time. Thank you.

3/14/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Vantage advertised a $100 refund for each person who booked for the first time with Vantage plus a $100 cash bonus to the person who made the referral to Vantage. We booked a trip for 2 to Tunisia in the fall of 2011. *** *********** made the referral. At the time of reservation, all the info was taken down and we were told that our account would be credited. When our statement arrived, we recieved no credit for being first time travelers. When I called Vantage, an agent said we would recieve a check for $200 after we completed the trip. After we completed the trip, I called Vantage. The agent expressed surprise that we had not received our $200 and said she would take care of it right away. Weeks passed. No check. We subsequently called Vantage on 3 different occasions. Each time they say they see the record of our claim and that "they will take care of it." The last agent was somewhat surly about it. Now months have passed. When we call customer service, we have to wait 10 to 20 minutes to get to an agent. Our patience has run out. We would like to travel with Vantage again, but until they fulfil their obligation to us and *** **********, we feel we cannot do so. Please note that the dates for initial payment and follow-up phone calls in the subsequent data listed on Step 3 of this complaint may be slightly inaccurate. I don't have the data available for exact dates, but Vantage has them all.

Desired Settlement: We would like to be refunded $200 for our first trip with Vantage and would like *** ********** to receive his $100 cash. We would like an apology and a significant reduction in price ($1000 more than the current sale price) of the next trip we would book.

Business Response: Thank you for bringing the ******' concern to our attention. Our records indicate that the ******' referral discount and refund was processed on February 24. I will work with our customer directly to confirm that they have received their check, and to address their additional request.

Thank you.

2/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked our trip to S. Africa with Vantage Travel. In Jan. I noticed that we were flying from JFK to Washington, DC and then to Johannesburg. Jan.9 I contacted Vantage to change the flights so we fly direct from JFK to Johannesbug. I was told it would take 7-10 business days. I would get a phone call before anything was done. Jan. 16 I called Vantage back and was told the same thing. Jan. 19- we were now flying from Phila to DC and then to Johannesburg. I never got a phone call about the change. I called Vantage and they say they have no record of my request, but they have charged me $200 for the flight change. (In order to do this, they had to get my request for the credit card number.) Now they say they will look into it. 1/24 I called Vantage again and requested to be put through to ticketing agent. They are busy and can't do this. Say they will call me back at 5 PM 5 PM I called and spoke to ****. He assured me I would get a call within 24-48 hrs. This did not happen. 1/25 I called corporate headquarters and spoke to ******** ****. She removed the $200 charge and assured me this issue would be promptly resolved. I would see it on my bill with 24-48 hrs. WE paid the bill in full. 1/26- received an e-mail and noticed that our flight from Phila to DC has been removed, but we are still listed as flying out of DC. 2/1 my husband called Vantage- was told that it is the beginning of the month and airlines are redoing schedules. This is not true because flight schedules are done a year in advance. We are unable to speak to a ticketing agent. We have requested this each time we call.

Desired Settlement: We want to to fly directly to S. Africa on July 19, 2012 from JFK and now we want to be moved up to business class due to all the aggrivation they have caused. We also want to return from Johannesburg on Aug. 5, 2012 direct in business class. (I know there is one stop for refueling, but we do not want to go to Dulles Airport in Washington, DC)

Business Response:

Vantage Deluxe World Travel has been in frequent communication with Mrs. ********** regarding her reservation, available flight options and a timeline for resolution. Although our customer's first choice is not available, we have come to an agreement on alternatives and next steps.

Our customer will contiue to work with Vantage directly.

Thank you.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

**** **********