Complaints

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• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2020, my husband and I signed for trips to Ukraine, etc ($1200 pd ****); & to India ($1000 pd ****). Both trips cancelled by company -Covid. We were told we could use the monies at our discretion, that is for other trips or refund. In Nov. 2022, we signed for a trip to Saudi Arabia ($1000 pd ****). In the summer of 2022, I developed foot problems which required immediate surgery and no air travel was allowed due to possible blood clots. We were forced to cancel Saudi Arabia trip.
  Adventures Abroad informed us that they were keeping not only the Saudi Arabia deposit but the other two deposits as well, nor would we be able to apply these monies to future trips. Adventures Abroad took deposits for two trips that they cancelled and applied them to a third trip without our knowledge, which we were unable to participate due to medical reasons and refuses to abide by their cancellation policies. This action was taken without our consent. Company does not dispute deposit monies pd over 2 yrs period for trips cancelled by them. They claim, at their discretion, they can take separate deposits and apply them toward a trip that we cancelled 5 wks prior to departure. without our knowledge. The trip was still being advertised on line as available. ** **** **** ** **** ********* *** ******* *** ******* *** ***** ******** ** *** *** ******** ********* ** **** ************ ****** ** *************

  

  Business Response

  Date: 17/01/2023

  We apologise for any inconvenience caused by your experience and for the cancellations of the tours due to COVID-19 in 2020. Only 2 deposits were paid to us in regards to this tour, both of which had been applied to tours cancelled due to the pandemic in 2020, and then transferred onto a credit file in September, 2021. As per our terms and conditions, due to these tours being cancelled due to force majeure we offered the monies paid as a credit towards a future tour. These credits were then used in October, 2022 towards your Saudi Arabia tour and no additional deposit was taken at that time, as was advised. Unfortunately, you cancelled your tour with us 5 weeks prior to departure, over 3 weeks after the final payment was due. You advised us this payment was on the way and it was never received. In fact, there should be a balance owing of over $13,000 on file for not making your final payment. Any cancellations after 90 days prior to the departure date are non-refundable. You cancelled very close to departure for medical reasons, and unfortunately had declined the travel medical insurance which we offered you. Travel insurance would have protected your deposits on file in case of a cancellation for medical reasons beyond the 90 day prior to departure date. These credits are non-refundable, as no monies paid are refundable when cancelling less than 90 days prior to departure because we have already paid money out by this point to secure your space on tour. This is why we offer and highly recommend travel medical insurance.