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Vantage Deluxe World Travel

Phone: (617) 878-6000 Fax: (617) 878-6145 90 Canal Street, Boston, MA 02114 View Additional Email Addresses http://www.vantagetravel.com



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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 13 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

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 | 8 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 9
Billing/Collection Issues 1
Delivery Issues 3
Guarantee/Warranty Issues 0
Problems with Product/Service 19
Total Closed Complaints 32

Customer Reviews Summary Read customer reviews

20 Customer Reviews on Vantage Deluxe World Travel
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 1
Negative Experience 15
Total Customer Reviews 20

Additional Information

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
Customer Contact: Ms. Bethlehem Abebe, Customer Service
Principal: Mr. Henry R. Lewis, Chief Executive Office
Principal: Mr. Yearim Martinez, Customer Service
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.
BBB Program Participation

BBB Community Patrons
BBB Community Patrons are like-minded businesses that see ethics as the key factor in creating a stronger, healthier business community.

BBB Community Patrons' additional financial support enables BBB to pursue distinctive, mission-based programs focused on ethics that would not be possible if not for the generous backing from BBB Community Patron Sponsors.

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

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Vantage has declined to refund independently purchased airline costs and fees totaling $1,529.22 incurred in connection with tours which they cancelled or overbooked after promising to pay for such charges. Details are provided below: My travel companion and I booked and fully paid for a Cuba cruise/land tour package which was offered by "Vantage Deluxe Worldwide Travel" The tour was scheduled to begin in Miami on Feb. 19, 2016 and we independently purchased round trip coach air fare for $390.20 per person. About 10 days before the scheduled tour departure date, Vantage notified us that the tour had been cancelled and offered us two alternative dates, March 16 and Mar 18. They assured us that if we chose one of these dates that airline rebooking and cancellation costs and fees would be reimbursed. We booked the March 16 tour date and rebooked our air at an additional cost of. $374.41 per person and provided Vantage with the supporting documentation for these charges. About 10 days before the March 16 scheduled departure date Vantage notified us that the tour had been overbooked and we had been removed and we were offered another alternative date which we declined and requested a full refund of the tour price including airfares. Vantage refunded the tour costs but thus far has declined to refund airfares totaling $1,529.22. Any assistance that you can provide to obtain the refund would be appreciated.

Desired Settlement: Would like a full refund of $1,529.22 incurred in connection with cancelled /overbooked tours.

Business Response: We sincerely apologize for the inconvenience that Mr. ********* experienced as our travel dates to Cuba changed.  We appreciate their decision to cancel the journey and will be compensating them for their out of pocket costs for their airfare arranged on their own.  We will be contacting the passengers to advise them accordingly. 

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** *********

10/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We paid over $13,000 for a Danube River cruise which was terminated half way through because the river level was too low preventing river traffic to continue. We were given an option to return home with a credit, or; we could continue with the tour staying in a 5-star hotel and taking daily bus rides with a similar itinerary. My wife and I opted for the continuation, however, Vantage never told us what hotel nor did they tell us any details. They put us up in the ****** in Mainz Germany. My issue with Vantage is that the hotel was not a 5-star hotel. ***********, *******.com, **************.com, ****.com all give it 4-stars or less. ****** rates it at 5-stars. My issue is because the hotel was not 5-stars we did not receive the same level of amenities that the ship offered. Dining at the hotel was a less than satisfactory BUFFET style meals vs sit down on the river boat. Additionally at the hotel, we were allowed 1 wine or beer at dinner vs on the ship unlimited at dinner. Because Vantage markets "THE BEST VALUE IN DELUXE TRAVEL-GUARANTEED!" I asked Vantage to refund $1,000 to us based on not anywhere comparative dining experience plus being misled on the ranking of the ****** Mainz Germany. They have denied my request and so I am appealing to arbitration with the BBB to resolve this issue. Thank you for your time in trying to resolve this misleading of us.

Desired Settlement: $1,000 to be credited back to our credit card for the less than 5-star hotel accommodation that they claimed; the not comparable dining arrangements buffet vs sit down, and the limited dinner drinks. The basis of the $1,000 is for 2 guests over 7-nights.

Business Response: Thank you for bringing Mr. & Mrs. *****'s concerns to our attention.  We regret that their itinerary was affected by low water on the river as well as a cargo vessel that was stranded on the Danube.  During this unforeseen circumstance which was out of Vantage's control, we did our best to accommodate our passengers in deluxe hotels.  The passenger did already sign a release form.  These are not hotels that were contracted out earlier as this was an emergency situation.  Of course, there are multiple websites that rate hotels.  Vantage uses the industry standard to rate the hotels we choose.  We have to, hence, respectfully decline the passengers' request for any compensation for this matter.
?

Consumer Response: Better Business Bureau: 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.    Regards, ***** *****    

8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a reservation for a trip to ***** on Aug 24, 2015. Less than 24 hours later, I called to cancel because I am lacking the documentation needed to get a visa in time for the trip (scheduled for Oct 15, 2015). Instead of quickly canceling, I am getting the run-around. I called my credit card company prior to calling Vantage and was told the charges weren't completed yet. Today I checked and discovered the charges were completed AFTER I called to cancel.

Business Response: Thank you for bringing Ms. **** concerns to our attention.  The passenger called on 08/24/15, and made a priority booking, a journey departing within 90 days.  Vantage requires full payment at the time of booking for a priority booking.  Accordingly, the passenger gave her credit card which was processed for payment.  The passenger was advised of the visa requirements for the journey and mentioned she would call back to update her passport details.  Then the passenger called on 08/25/15, to cancel the booking because she didn't have a valid passport.  Her reservation was, hence, put in pending cancelation status, so that our cancelation team may call her to finalize the cancelation.  Once the cancelation is complete, any refunds due to the passenger from Vantage will be processed within 30 days, as is the normal procedure.   

Consumer Response: Better Business Bureau: Yesterday (27 Aug) I spoke with ***** at Vantage. The main purpose of his call seemed to be to tell me that I should not have filed a BBB complaint because Vantage had done nothing wrong. At the end of the call he stated that my money would be refunded ($14,137.00). This has not happened. I suspect they will try to drag this out, which makes no sense to me. They charged me instantly with a keystroke--they can refund the same way.  ******* ****    

Business Response: We regret Ms. **** is not pleased with our cancelation policies and procedures.  The passenger would have been subject to 65% of the value of the journey as cancelation fees as stated in our Tour Participation Agreement's schedule of cancelation fees.  In fact, it is out of goodwill that we are waiving the cancelation fees for her. Our accounting team has processes to be followed, and all refunds from Vantage will be processed accordingly within 30 days back in the method of payment.

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* ****

8/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I purchased a ***** ***** ****** trip to ****** from Vantage Travel for a departure date of July 12, 2015 for approx. $12,778 in October, 2014. After receiving cruise tickets, a travel itinerary, luggage tags, trip brochures, etc. from Vantage during the ensuring months after our reservation last October, we received a phone call from Vantage Travel on July 6, 2015 advising us that due to an OVERBOOKING error on Vantage's part, there was no cabin for us on our trip, therefore our trip was cancelled. We were given several options, and the one taken was that we wanted a full refund for our trip PLUS a $400 amount for our cancelled round-trip airline ticket to/fr *********, ** and ******* ****** airports. We were told that we would receive our refund soon. It has now been FIVE WEEKS since their trip cancellation phone call and we have STILL NOT RECEIVED OUR REFUND OF $12,228.

Desired Settlement: Sending us a complete refund check ASAP for $12,778 PLUS $400 for our lost airfare round-trip, all due to the Vantage Travel cancelled trip to our residence in ***********, **.

Business Response: Thank you for bringing to our attention Mr. & Mrs. ************ concerns.  We sincerely regret that the passengers could not be accommodated on this journey.  The refund in the amount of $12,778 was processed on 24 July 2015.  $11,968 was refunded back to their checking account ending in **** on 24 July 2015, and $810 was processed back to their **** card ending in **** on 24 July 2015.  All refunds from Vantage are processed within 30 days.  We thank Mr. & Mrs. ********** for their patience and apologize once again for any inconveniences they experienced.

Consumer Response: Better Business Bureau: 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 # ********. .  After no communication from Vantage Travel in over 5 weeks since our trip was cancelled through NO FAULT OF OURS, we have now checked our bank account and **** card and have noted the partial receipt of the requested refund of $12,778. HOWEVER, we also requested an additional $400 cash that we have lost on the purchase of our ****** airfare E ticket, ****** Confirmation Number ****** (the original cost of the non-refundable round-trip ticket, to and from ******* ****** and *********, ** was $1,018.40 as the ****** ***** ***** Cruise trip included travel from ******* ****** to *****, ****** and a return to *******..  Due to this, we had to pay for our own airfare to get to/from ******* as we live in the *********, ** area. Furthermore, when Vantage cancelled our ****** trip, we then contacted ****** to cancel our to/from ******* air trip, and were told it will cost us $400 of re-booking fees to use the $1018.40 ****** credit that we have remaining from this ticket.)  While we are not asking for the entire $1018.40, we are asking for the $400 it will cost us to re-use this ****** ticket.  All of this information and documentation pertaining to the requested $400 cash refund was submitted to a Mr. ****** ********* at Vantage Travel on July 6th, 2015.  Therefore, while we do acknowledge receipt of the $12,778 partial refund, we are still NOT SATISFIED with Vantage Travel's response to this entire situation thus far.  It also remains a mystery to us why Vantage Travel DID NOT TELL US IMMEDIATELY WHEN WE ORIGINALLY BOOKED THIS TRIP IN OCTOBER, 2014 THAT THERE WAS NO CABIN FOR US.  We would have been more amenable and flexible then to consider another date for this trip, BUT THEY WILLFULLY HELD ON TO ALL OF OUR MONEY AND LED US ON FOR OVER 8 MONTHS, INCLUDING SENDING US TICKETS, ITINERARIES, BROCHURES, LUGGAGE TAGS, ETC. THEN CANCELLED OUR TRIP TELLING US WE WERE PICKED BECAUSE WE WERE THE LAST ONES TO BOOK THE TRIP.  For a company in the travel service industry, and to treat their REPEAT (this would have been our 7th trip with vantage) customers this way spells a major customer dissatisfaction movement that will eventually bring them down. I intend to write a personal letter to Mr. ***** *****, President and CEO of Vantage Travel to complain how we have been treated and we have already been telling all of our friends and acquaintances about this entire situation.      Regards, ******* **********    

Business Response: We apologize for any frustration caused to Mr. & Mrs. **********.  The $400 refund has been processed and a check has been cut to be sent to them.  They should be receiving it very soon in the mail.  

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* **********

8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My parents booked a very expensive vacation to ****** back in March of this year. My dad, who is 84 years old.. paid the entire balance of this trip (20,800.00) by April. No one could have known that both his house AND business would potentially go under contract at the time of the vacation, but it did! The travel date was 7/10/2015.. undaunted, they put off both closings, and boarded their pets, in order to enjoy their "trip of a lifetime" in the 5 months since their booking, they received their plane tickets, badges, and personalized itinerary. About a week before departure, mom and dad packed, made limo reservations (all while packing up their SOLD home, and business.) It was a lot to do... but it was after all.. a very special trip. Imagine out surprise when the Tuesday before their Friday departure (at 4:00pm) A "******" from Vantage Travel called to let them know that they would NOT be traveling, that the trip was overbooked, and they were being bumped. WHAT? Certain that it was some sort of phishing scam, mom called the company directly, to learn that was indeed the case. LESS THAN 3 DAY BEFORE INTERNATIONAL TRAVEL!!! I am still reeling. To add insult to injury, a phone call to the company to find out the status of their refund told us that it will take up to 30 days to process... a request to speak to a manager was met with none being available, but that one would call me back - of course the money is not in the account, and no one has even bothered to return my calls. They were offered a paltry discount on FUTURE travel with Vantage. I am beyond furious. My parents are overwhelmed, and concerned. In reviewing the very one-sided "Terms and Conditions" It surprisingly states that you may be "bumped" if the vacation is overbooked, but that they will call tour participants and ask for volunteers - and that this may occur between 60 and 7 days prior to departure. I would hope that a company would have the foresight to recognize they were overbooked well before then- but in breech of their own conditions, my parents were NOT notified until 72 hours before departure. 72 hours. I cannot imagine how a company can justify that in any way. A discount on future travel? Why would anyone risk traveling with Vantage? How would anyone feel that had a vacation planned for months, only to be told they would not be traveling, 2 days before the day of departure?

Desired Settlement: My parents have associated costs with the failure of Vantage to honor its very own terms and conditions. I would like their money to be returned immediately, and for them to be appropriately compensated for the loss, distress and disappointment of this dream vacation that they may not have a chance to take, due to Vantage's inability to recognize an overbooked tour, in any one of the 4 months after receiving payment in full.Travel credit is of course, not an option. I would also like to know when, and how many Vantage customers were contacted (as per their own agreement) in order to accommodate my parents travel plans. Furthermore, I would like an explanation as to how a company holding funds for a $20,800.00 vacation that was not delivered, could not be bothered to return a simple phone call.

Business Response: We thank you for brining to our attention Mrs. *******'s concerns regarding her parents' journey which was overbooked.  Firstly, we sincerely apologize that the overbooking call was not done earlier.  Our operations team is doing their best to adhere to the standard timeline regarding overbookings.  The passengers have been fully refunded for the journey in the amount of $20,802.00 back to their checking account.  Furthermore, we have been in communication with the passengers to apologize for this unfortunate incident.  While overbooking is the industry standard, their sentiments are certainly understandable.  We are sorry for their disappointment as well as the inconvenience the overbooking may have caused. As a gesture of goodwill, hence, we have offered the passengers a complimentary cabin on a future French Waterways journey departing in August or September.  We will continue to work with the passengers to confirm a date on which we can accommodate them.     We hope that this gesture will assuage the passengers' concerns and trust we will be able to welcome them on a truly Memorable Journey with Vantage very soon. 

8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trip was purchased for safari to ***** and ******** in April 2015. Trip insurance was also purchased. On April 2 the massacre by ** ******* took place at the University in ******* leaving 148 killed with threats to" make the streets of ******* run red with blood." After conferring with officers in the **** **** about security capabilities of the ****** forces, I cancelled my trip. I was informed by **** **** that terrorism and fear for personal safety is not one of the items covered by the travel insurance so I could not be refunded my $4,799. I was sent a travel voucher good for one year and found out this morning that in order to book any future trip I must pay in full AGAIN and then be reimbursed by Vantage by check. Frankly, I have no trust remaining in this company that I would ever be reimbursed. How lovely that they could work with my money for up to a year! Since I would now be traveling as a single I was also unable to find ANY trip even close to my $4,799 voucher. I do not advise anyone to book with this company in view of the fact that I was told at the time of purchase that the trip insurance guaranteed coverage of my trip investment. I have since read reviews of **** **** and it looks like no one ever gets reimbursed!

Desired Settlement: I should have been allowed to cancel my trip and be refunded my cost less the trip insurance fee. I suspect there is a strong connection between Vantage and **** ****, if not the same ownership. No details of coverage were given at the time of purchase for what was covered and not covered by the insurance. Terrorism two weeks before the trip seems like a no-brainer! The trip did proceed as a full tour so Vantage lost nothing. I lost my trip cost and my airfare cost!

Business Response: Thank you for bringing to our attention the concerns of Ms. **** *** *****.  We regret if the passenger was upset with our booking process.  The passenger was compensated for the trip cost by **** **** in the form of a voucher as the reason for which she cancelled was not a covered one and, hence, was not eligible to be refunded in cash.  If the passenger was trying to book a last minute travel deal, which is a tour departing within 90 days, she would have had to pay the trip in full at the time of reservation.  As described in our Tour Participation Agreement, any last minute travel deals have to be paid in full at the time of reservation.  The passenger can then simply send in the vouchers at which point, the amount of the voucher, as long as it doesn't exceed the cost of the trip, will be refunded to her, excluding travel protection if it purchased.  The voucher cannot be used to purchase travel protection.  If the trip the passenger was trying to book was not a last minute travel deal, the passenger simply has to pay the deposit and then send in the vouchers which will be applied to the cost of the trip.  If the trip is worth more than the value of the vouchers, the passenger would have to pay the difference.  If the trip cost is less than the value of the vouchers, the initial deposit the passenger made would be refunded to her, however, no refunds can be made on the remaining unused value of the vouchers.  We hope the above clarification is helpful.  We look forward to welcoming Ms. ***** on a truly Memorable Journey with Vantage.      

Consumer Response:  That is not what happened when I tried to use the travel voucher for a trip more then 90 days in the future.  I was told I would have to pay the entire cost of the trip and then be compensated in the future when I mailed in my voucher. At that time the company would have been holding more than $12,000 of my money! What a disappointment.  I will never travel with this company and I will inform everyone I know who has traveled with them in the past the way Vantage has handled this situation. ] Regards, **** *****    

Business Response: We regret that Mrs. ***** was not pleased with our response.  We apologize for any miscommunication or misunderstanding.  The process by which Mrs. ***** can use the voucher towards a trip has been previously explained.  Again, unless the journey is one departing within 90 days, she does not have to pay in full at the time of booking, and then send in the voucher to be reimbursed.  The passenger can feel free to browse our journeys on the website, and call us to book her trip and make use of her voucher.  We look forward to welcoming Mrs. ***** on one of our Memorable Journeys.

7/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Monday, June 28, I called Vantage to book the ********* of ******* and ******* tour. I had a brochure that stated cabin C2 cost $3199. It stated refer to this code *******. In the mail about a hour before I called we received catalog *******. which also stated price for cabin ** to be $3199. The agent quoted a price of $3699 after several consultations with other individuals. This is clearly a case of bait and switch.I contacted Vontage. Email message stated "Thank you for your email. A sales specialist will respond in 24-48 hours." The date and time of that email is June 30 at 10:43 am. I still have not heard from Vantage.

Desired Settlement: I would like them to acknowledge their error and correct catalogs and brochures for future pricing.

Business Response: Thank you for bringing to our attention Ms. *****'s concerns. We regret that the journey she was interested in could not be offered to her at the $3199 price.  As we state in our literature, however, "prices and inventory are subject to change.  Please refer to our website for the most up-to-date inventory and prices."  Furthermore, we are sorry that her inquiry was not responded to earlier via email.  We trust the above clarification is helpful and recommend Mrs. ***** refer to our website for the most up to date prices on our journeys.  We hope to welcome her on a truly Memorable Journey soon. ?

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  I have also asked twice to be unsubscribed to email and I am still getting it.  I am very disappointed in this travel business.  They can also quit sending catalogs as there are too many other companies that the ****** can and will travel with. Regards, ******* *****

5/26/2015 Problems with Product/Service | Complaint Details Unavailable
4/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It has been over a year now that I have been trying to get Vantage World travel to take my name and my wife's name ******* off their mailing list. I have called 6 or 7 times now and every time they tell me that they have no record of me calling (surprise ) You would think that a company would respect a customers request in hopes of one day getting their Business if they ever decide to go on a trip. Instead of pissing the customer off so bad that they would rather take a log and float to where they want to go. They have no respect for the consumer all they want is the almighty dollar. Maybe if they were fined 250,000 or 500,000 a few times they would get the message. Now they are sending things in the mail with no phone number on it so you can call them. Well you can if you look them up on the web. I am betting that they are betting on the fact that you won't take the time to do that. They can call the third party and have them stop the mailings and to remove the mailings that are already printed. Just that they don't want to.

Desired Settlement: I want them to stop send me and my wife their crap letters and flyers in the mail. Also to start respecting the consumer. When some one ask to be removed from their mailing list that they respect the person request. This crap you get when you call to have their name removed is just that crap. they tell you that you might get 2 or 3 more letters because they are p reprinted. Don't they know what a phone it's not hard you find the number then call the third party and tell them to remove the name and letters that they have already done.

Business Response: Thank you for bringing Mr. ***** concerns to our attention.  We apologize if our literature has caused Mr. ***** any inconvenience.  We have permanently removed their name, under customer number *******, from our mailing list.  They should stop receiving the catalogs within the next six to eight weeks as there may still be some scheduled mailings. ?

Consumer Response: Better Business Bureau:  I 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. Regards, ****** *****  Like I said  it is always  6 to 8 weeks or 4 to 6  which is a bunch of crap  pick up the phone and call the third party and tell to  pull all of our mailings from their  lines. I know that you can do it as  this has happen a time or two before. when that is done I will be satisfied.  This should of been done a year ago when I ask you the first time.   

Business Response: Vantage regrets that Mr. ***** does not accept our solution to permanently remove their names from our mailing list.  The third party printer cannot manipulate the data that we give them for printing our promotional materials.  It will take a maximum of six to eight weeks for the literature to completely cease as their data will no longer be sent to the printers.  This is the best we can do and apologize once again for any inconvenience. ?

Consumer Response: Better Business Bureau: 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. Regards, ****** *****  Sorry not good enough If I get any more of your crap I will file with the FTC. if you had of done it the first I called you  we wouldn't be going thought this. and I will file with the FTC you can trust me on that one. you company thank that you can do what you want and nobody will say a word. It is time you started listening to the customers and what they want not what you want.  

4/18/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We booked 3 reservations for a trip to Cuba, unfortunately I had surgery and we had to put the trip on hold. We were told that we could place or 3 deposits on another trip to Cuba. The company has not set up a trip to cuba and this is the only trip we want to take. The salespeople call incessantly trying to force trips elsewhere. Again we only desire to go to Cuba and the company has not tried to fulfill the original contract which was to take a trip to Cuba.

Desired Settlement: Refund of the deposits for each person in our party

Business Response: Thank you for brining to our attention, Ms. ******** ********’s
and her party’s concerns regarding the funds they have put aside in a pending
reservation.  At the time that Ms.
******** and her traveling companions cancelled their journey to Cuba which was
scheduled to depart on 06/05/14; they were at 119 days prior to the departure date -
subject to 100% penalty per the cancelation fees schedule in our Tour
Participation Agreement.  Rather than losing
their funds completely, the passengers were offered the option and agreed to
place their funds on hold to be used towards a different reservation in the future.  Vantage is currently working on building a
program to Cuba to be launched in the near future and hope we can accommodate
them then.  Otherwise, if the passengers
are not interested in carrying over their funds towards a different
reservation, the same cancelation terms at the time that they cancelled their
journey will apply, namely, 100% cancelation. 
Hence, Vantage does not owe a refund to Ms. ******** and her party.

4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company will not honor my request to remove my name and address from their computer system so that I will not get their unwanted junk mail delivered to my home! I've contacted them twice and they somehow refuse to honor my request to remove my information from their system!?! Very frustrating! It is a travel company and I do not travel and if I do it's not very far nor do I need their assistance?! So I don't know why they want to mail me their junk! I need help from you to help me and to tell them to remove my name and address from their system so I won't get any more of their mailings, it is as simple as that. Thank you!

Desired Settlement: I would like for this company just to remove my name and address from their computer system so that I will no longer receive their unwanted junk mail! I've requested this twice and all they did was just turn around and send me the same kind of junk in the mail! How rude! Please help me if you can to get these people to remove my information from their system so that they will no longer mail me their unwanted junk! Thank you so much!

Business Response:

Thank you for bringing Mrs. ***'s concerns to our attention.  We apologize for any inconvenience our literature has caused her.  Per her request, her name has now been permanently removed from our mailing list.  Please allow six to eight weeks for the catalogs to completely stop arriving as there may still be some scheduled mailings.

Mrs. **** can still view our Memorable Journeys online at *********************

Consumer Response: 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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

3/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 1/27/2015, Charged a deposit of $1160.00, for a "************* ******* ** ***** * *** ******* *****" . $669.00 was for Vantage's travel Insurance Co, "Tripmate". Called Vantage on 2/16/15 to Cancel trip. They told me someone will call you in a few days. When Vantage finally called back, they said the best they could do for me is give me a $500.00 travel credit for next trip. OR my Cancelation fee was $500.00! I mentioned to Vantage i read in the contract that the Cancelation fee was only $300.00. Vantage responded bc i was canceling in less that 100 days of trip, the fee went up to $500.00. The trip was scheduled to begin in 14weeks, They had more than enough time to fill that spot. i issued a Claim w/Tripmate - they responded in a few weeks, stating only a $500.00 future gift travel certificate was available. They ADVERTISE and TELL you on the sales phone that you can Cancel any time for any reason. For them to take my Entire Deposit is robbery, esp. with a 14week time out. And they Push you off on this Travel Ins Company that doesn't do any thing for you either. This is BAD Policy, I would never even think of booking another trip with Vantage Deluxe Travel. They DO NOT TELL YOU THIS UP FRONT ….. Vantage Reservation # ******, Tripmate policy - *****

Desired Settlement: I would like some of this initial Deposit $1169.99 returned to my Credit Card. I realize there are cancelation fees, but this is just taking advantage and ROBBERY> Its BAIT & Switch.

Business Response: Thank you for bringing to our attention, Ms.***** ******* concerns.  The passengercancelled the journey 110 days prior to the journey’s departure date.  Per our Tour Participation Agreement and theschedule of cancellation fees, Ms. ***** ******* was subject to a $500 perperson penalty as the journey was cancelled 120-90 days prior to the departuredate.  Fortunately, the passenger didpurchase travel protection with Trip Mate, who was able to give the passenger avoucher in the amount of $500.  She wasadvised correctly that she could cancel the journey for any reason.  Based on whether the reason was a covered oneor not, Trip Mate would then reimburse her with cash or credit, accordingly.  We hope the above clarification is helpfuland regret the passenger was upset by our policies.

Consumer Response: Better Business Bureau: 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. When I bought the Travel Ins. i was NOT told about this Travel Voucher Credit, instead of crediting my credit card.  This is a disceptive practice.  i would never consider traveling with Vantage in the future Regards, ***** *******  

Business Response: Vantage regrets that Ms. ******* has not accepted our response.  To reiterate, the passenger was indeed advised correctly that the travel protection plan purchased would allow her to cancel her tour for any reason for compensation.  The passenger cancelled the journey for a non covered reason, and, accordingly, being compensated via a travel voucher.  If the passenger cancelled the journey for a covered reason, she would be receiving cash instead.  We are sorry that Ms. ******* is upset with the policy; however, we hope she will be able to join Vantage on a Memorable Journey when she is able.

Consumer Response: Better Business Bureau: 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. In your advertisements/sales person it states you can cancel for any reason. NOT what is covered or not. and Travel vouchers where never mentioned in lieu of actual cash credit. This policy/advertisement is deceptive,esp. with all the lead time that was given to you.  I will never consider taking a Vantage trip again.    Regards, ***** ******* ***** *******  

1/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Advantage Travel will not let me unsubscribe from their email advertising. There is an unsubscribe button on the emails that I have tried many times, gut it does not allow me to unsubscribe. I called customer service and asked them to unsubscribe me, they said they would, they have not done that.I have sent their customer service an email asking them to remove my registration completely and unsubscribe me from all emails. I told them I am contacting you.

Desired Settlement: I believe this practice is against the law, but I don't know. I will be happy to have you contact them and get me removed from their files altogether so I don't receive any more of their advertising.

Business Response: Thank you for bringing Mr. & Mrs. ******'s concerns to our attention.  We certainly apologize for any inconvenience our promotional materials have caused them.  Their email addresses connected to their account, ************************ & ***********************, have both been deactivated, and they have been permanently removed from the mailing list.   As there may still be scheduled mailings, please allow six to eight weeks for our catalogs to completely stop arriving at their residence. We thank them for their patience and apologize sincerely for any inconvenience our promotional materials have caused. ?

Consumer Response: Better Business Bureau: 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.  [I think that Vantage Travel can delete future ads to me also.  I do not want to get 6-8 weeks of junk mail from them.  If I knew that they would be so obstinate, I would never have given them my email address.] Regards, ******* ******    

10/28/2014 Advertising/Sales Issues
10/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My family purchased a Vantage Deluxe World Travel (Vantage) French river cruise that included air travel to/from our cities of residence in the U.S.A. At the end of the river cruise: Vantage failed to deliver me to the Paris airport in time to make my flight to the U.S.A. and I was forced to purchase a return air ticket home. Reason was the airlines would not re-book my return flight using the ticket Vantage had provided, and I could not find a Vantage representative to coordinate on my behalf. Upon returning home, I called Vantage Customer Service to begin the process of making a trip insurance claim for my expenses. Vantage provided the process and insurance company contact information. The insurance representative required I provide a written report from Vantage that described in detail why I missed my return flight. I then called Vantage Customer Service and they informed me the report would be provided to me within seven days. 10 days later no response from Vantage so I called Vantage Customer Service for status on the report. Vantage Customer Service said they would look into reimbursing my travel expenses and would not and did not provide the required report to file my travel insurance claim. My family had previously paid Vantage $969 for ****** ********** **** (TPP trip insurance); Vantage did not provide me the requested/required report to file my TPP insurance claim; and Vantage subsequently refused to refund for my return travel expenses. Vantage’s failure to provide that report made it impossible to file the TPP insurance claim. Vantage charged for the TPP insurance policy, but in effect Vantage prevented me from utilizing it. Therefore I consider it appropriate for Vantage to refund the $969 charged for the ****** ********** ****. As stated earlier, I could not find a Vantage representative to assist me after being denied rebooking by *** ****** and ***** ********. Contrary to this fact, adding insult to injury, Vantage in response to my request to be reimbursed for travel expenses, stated in their denial letter, "Vantage provided the passengers that missed their flight with a complimentary overnight hotel stay and a flight ticket for departure the next day. You made a decision not to accept this alternate solution we provided to our passengers and purchased your own air ticket to return to the US instead." For the Record: I was not offered any options because there wasn't a Vantage representative available to offer me one.

Desired Settlement: Refund $969

Business Response: Thank you for brining to ourattention Mr. ****** ******** concerns regarding his flights on his last tourto France.  As he has mentioned, becausethe motor coach did not arrive to the airport on time, most passengers wereprovided with a complimentary overnight stay and a flight out the nextday.  After speaking to Mr. ******, heconfirms that this offer was never made to him, and we apologize for anymiscommunication here.  We certainlyapologize for the inconvenience he faced but we are glad that he was able toretrieve his out of pocket costs.  Vantage did issue a future travelcredit to Mr. ****** which we hope he will be able to use and allow us toarrange his future travel plans.  He willalso be receiving back in the form of a refund the air portion of his travelprotection plan.  We hope to welcome himback on another Vantage journey soon.  


Consumer Response:

Better Business Bureau:

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. 

Vantage must provide the actual dollar amount they will refund before a decision can be made.

Regards,

****** ******  

 

Business Response: Thank you for bringing to our attention, Mr. ******** rebuttal.  We have sent a letter to his postal mailing address with the amount Vantage will refund him.  The air portion of his travel protection plan paid was $350 which is what will be refunded.
?

Consumer Response:

Better Business Bureau:

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 # ********.  

To put my modest complaint resolution request in perspective I am summarizing Vantage’s customer failures that precipitated this BBB complaint. From this summary Vantage should be able to appreciate the reason for my not accepting their resolution proposal:

• Vantage failed to deliver me to the Paris airport in time to make my flight home, leaving me with the stress of missing my flight at a strange and extremely crowded foreign airport
• Vantage then abandoned me as I waited in the ticket line for flight rebooking
• Vantage left me with an unusable ticket—***** and *** ****** would not rebook me on the ticket Vantage provided
• Abandoned by Vantage, I was left to pay $4584.80 (3374.25 Euros) for a coach ticket in order to return home
• Vantage did absolutely nothing to subsequently assist me in recouping $5034.80, the total cost of direct and related missed flight expenditures
• Vantage made it impossible to file my cost recoupment travel insurance claim by failing to provide the report required by the insurance company
• Vantage then failed to provide a response to my written request for reimbursement. Vantage confirmed receipt of my request letter on Aug 12, 2014
• Vantage’s only refund action (complaint resolution proposal) appears to be the result of filing a BBB complaint, and not from customer requests for assistance

Now, in response to the horrible experience summarized above, Vantage appears to be haggling over reimbursing the travel insurance plan fee they charged. Vantage is offering to provide “The air portion of his travel protection plan paid” ($350). However, before the trip/cruise, Vantage did not offer the option to “ale-carte” select and pay for separate trip insurance segments such as air or cruise portions. Vantage instead charged $969 for their travel insurance “as a plan”, and as such it is appropriate for Vantage to refund the insurance charge of $969 “as a plan”.

In the spirit of BBB (emphasis on Better Business), Vantage should have, but did not assist me in recouping my travel expenses. Vantage should refund the $969 travel insurance payment--Vantage failed to ensure I was transported to the airport in time to make my flight, and Vantage’s subsequent inaction negated the opportunity for me to utilize the travel insurance Vantage had sold.

Regards,

****** ******  

 

Business Response:

Greetings from Vantage Deluxe World Travel.  I am following up on your conversation with ***** *****, Customer Service Director at Vantage Deluxe World Travel regarding Mr. ******** complaint to the Better Business Bureau.   

 

As ***** may have already explained to you, due to a delay in the transfer to the airport, that group of passengers was not able to make their originally scheduled flight.  Mr. ****** then paid for his own flight out the same day unbeknownst to us at the time.  We had offered a complimentary overnight stay with rescheduled flights for the passengers to fly out the next day, however, this was never offered to Mr. ****** as he was not in the vicinity of the rest of the group at the airport.  He then informed us later of his decision. 

 

Mr. ****** then asked for an explanation of why he missed his flight in order to open his claim with **** ****.  At that time, we informed him that he was in fact offered a complimentary overnight stay and rescheduled flights out of Paris the next day as we assumed he was with the rest of the passengers to which this was offered.  Mr. ****** had started a claim directly with the airline for his out of pocket expenses for both his flight as well as the Premium Economy seats he initially paid for.  *** ************ refunded him for his flights, and his credit card refunded him for the upgraded seats which he never received on the rescheduled flights.  Hence, the passenger was refunded in full at the time for all of his out of pocket expenses. 

 

Per our conversation, he later happened to be looking at our catalog and saw the Better Business Bureau rating and decided to make a complaint then indicating we did not allow him to use the travel protection plan for which he paid.  There is no need to make a claim with **** **** as he got reimbursed for all his out of pocket expenses already.  Nevertheless, we went the extra mile and refunded him in cash the flight portion of his travel protection cost.   

 

I hope the above clarification is helpful and that it verifies that Vantage did indeed act in good faith.

 

 

Kind regards,

 

 

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

Customer Care Correspondent

Vantage Deluxe World Travel
** ***** ****** ******* ** *****

 

Consumer Response:

Better Business Bureau:

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's Business Response was insincere--rather than accepting responsibility for their failures in customer support and customer service, their response contained at least six fabrications that are contrary to the facts that generated this complaint.

Regards,

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

 

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. **** ****. In spite of numerous phone calls to **** **** and a call to Vantage's customer services “rep” I have still not received reimbursement. Vantages rep promised to contact **** **** 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 **** ****, the travel protection company.  Vantage has reached out to **** **** to check on the status of the claim.  Per **** ****, a check will be going out to Ms. ********** for payment of her claim. The delay was due to a request for more information from **** **** 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 **** ****, 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.


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20 Customer Reviews on Vantage Deluxe World Travel
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