Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair 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.

  We were on the 16-night Atlas World Voyager on December 20, 2024 to January 5, 2025, to go to the *******************, ************* and the *********. We didn't learn until the ship was headed back to *******, that Atlas wouldn't be going to the ********************, because it didn't have any ports/coves reserved in advance for the peninsula. The captain and upper manager said on board that the **************** had made the decision that we werent going to the ********************. They told us to take it up with them. It was learned the likely reason for Atlas' plan was likely because the ship was not certified for *************, and they had to get that on this trip. The inspection never should have been at the passengers expense or time. The ship delayed travel in the area to islands around the ********* and *************, with little to no wildlife or interest to stall for time to avoid going to the ********************, since they had no ports/coves to pull into. Only after a wide-spread and angry passenger protest did the captain turn the ship around from an early course back to ******* without going to the peninsula, to the nearby ***********, the only cove not reserved by other ships. Passengers got about a one-hour zodiac ride to see part of the peninsula. The ship then turned around, and headed back for a very slow and early return to *******. That was all of our life-time dream of seeing Antarctica, and hoping to step on the Antarctica continent. After sending Atlas a complaint letter, Atlas offered us a 15% reimbursement for the trip. This is not sufficient given these circumstances. Were it not for a disconcerting passenger "protest," we wouldn't have seen any of the ******************** at all. This was the most expensive trip we have ever taken, and the most difficult. It is one that can't be repeated, given the time, difficulty, and costs associated with it. We seek a much fairer reimbursement from Atlas of 50%.

  Business Response

  Date: 01/15/2025

  Tell us why he

  Hello: 
  Thank you for sharing your additional thoughts with us. We genuinely regret that you have been disappointed with the outcome, and we understand how frustrating this situation must be for you. Please know that we truly value your feedback and appreciate your continued engagement.
  However, after careful consideration, we must inform you that the company's position remains unchanged, and we are unable to extend any additional goodwill gestures at this time.
  We hope this clarifies our stance, and we sincerely appreciate your understanding.
  It would be our pleasure to welcome you back onboard a future Atlas Ocean Voyages expedition.
  Regards/Guest Relations

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22810956
  
  I am rejecting this response because:

  The company intentionally failed to provide an Antarctica cruise to the Antarctica peninsula knowing it could not deliver it, and its response is a "we're sorry," we will discount it 15%."  

  This is so shocking and disappointing.  Would this be your response if it was your family it happened to?  What if it were your parents on that cruise?  

  Sincerely,
  
  **** *****

  Business Response

  Date: 01/16/2025

  Good morning: 

  Our sincere apologies regarding the personal disappointments to our response.  However, as stated the position of the company has not changed and we now consider the matter closed. 

  Guest Relations/Atlas Ocean Voyages

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22810956
  
  I am rejecting this response

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We have an Atlas Ocean Voyages trip booked for December 20th, 2024. When we booked the trip on March 29, 2024, with the travel agent ******* **********, he let us know the booking for additional fee excursions had not opened up, and that he would let us know when they did.On May 10th, 2024, we received an email (attached) from **** letting us know, immediately as soon as the email came in, I immediately called on May 10th and spoke with ****** ********, at Atlas Ocean Voyages and made a kayak excursion reservation for myself and my wife. ****** assured me that the kayak excursion was "locked in". It is important to note, that ****** and I discussed at length the A, B, C, and D excursion categories prior to my booking category C. At no point during the call, did ****** make any mention or reference to even the possibility of being "wait-listed", she made it clear to me that in her terms we were "locked in". At no point during the conversation did ****** even indicate there was even a remote possibility of being wait-listed. Furthermore, she had mentioned that there was plenty of availability. In reviewing my notes, I show I even called *** in August prior to making the final payment for the cruise and confirmed our kayak excursion. My wife and I returned home after being out of town for several weeks and when I picked up my mail and the *** travel documents from my neighbor this morning, I nearly fell off my seat when my trip travel documents states that my wife and I are "wait-listed" for the kayak excursion, and in fact, we are not "locked in" as ****** assured me on May 10th. Today, when I called and spoke with another *** representative who indicated that there were several groups on the ship we got bumped as the groups booked all available kayak slots.We now know to plan on *** treating us like second-class guests once we are on the ship as the groups will get preferential treatment for the excursions, dinner seating, zodiac tours, etc.

  Business Response

  Date: 12/03/2024

  Good morning: 

  This is currently being handled internally directly with the guests. 

  Regards/Guest Relations - Atlas Ocean Voyages

  Customer Answer

  Date: 12/03/2024

  Hello, the business contacted us today giving us a written resolution. We agreed that after we confirm that we in fact are included in the excursion as originally agreed back in May of this year, we will then rescind our complaint. The business in question has given misinformation twice in the past 24 hours. We are greatly concerned that this may also be misinformation. However, in good faith we'll wait and see if they have truly resolved it, if so we will then resend the complaint.

  Customer Answer

  Date: 12/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:12/29/2023

  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.

  We paid ***** USD for a 9 nights 10 days cruise in antarctica between 12/19th to 12/28th. The cruise is supposed to spend 4 plus days from 12/21th to 12/26th in Antarctica, however, our trip fell significantly short of the promised itinerary.To outline the key points succinctly:1. Premature Return: The expedition in Antarctica concluded three days ahead of schedule, on December 23rd, depriving us of the planned experiences and cutting our anticipated time in Antarctica by half.2. Contradictory Weather Claims: The explanation provided for the premature return due to windy conditions seems inconsistent. Several other reputable cruise lines successfully navigated similar weather to return during our originally scheduled sea dates of December 26th and 27th, while we remained stranded in *******. Namely, Silversea, Scenic, Seabourn, Ponant, National Geographic and more.3. Pricing Discrepancies: We discovered a significant discrepancy between the fares we paid and the prices other passengers paid for similar accommodations, as we paid 2 to 5 times more. This lack of transparent pricing is disconcerting and unprofessional.4. Missed Celebratory Occasions: Our booking was specifically for a Christmas celebration in Antarctica, coupled with a birthday celebration. Regrettably, these special occasions were marred by the cruises failure to deliver the promised experiences in Antarctica.4. Inadequate Compensation: Despite the premature return and failure to fulfill the advertised ********* experience, Atlas Ocean Voyages did not offer any alternative arrangements for land or zodiac expeditions during the extended stay in *******. The cost of non-expedition cruise is roughly one tenth of the price we paid.Given these grievances, we request a refund of at least 50% of our fare. We believe this is a fair and reasonable request considering we only enjoyed half of the anticipated time in Antarctica and were deprived of the experiences promised in the sales materials.

  Business Response

  Date: 01/31/2024

  Atlas Guest Relations team has responded to two communications from the client regarding this complaint and has offered a $750 per person Goodwill Credit for the concerns raised.

  The reason for the complaint was related to weather conditions, and outside of our control. We promote providing a safe passage for all guests, and when weather is inclement and impacts the planned itinerary, it is outside of Atlas' control.  To acknowledge the individual concerns and disappointment, the Atlas Executive team has approved a $750 per person Goodwill Credit on a future cruise.  

  Kind regards, 

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

  Director, ********* Communications & Guest Experience. 

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

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21069842
  
  I am rejecting this response because:

  It is inadequate and ridiculously humiliating. If Atlas provides such poor service, why would we ever book the cruise again with the credit?! We need refund immediately. I have made this clear with my response. If the business continues to cheat the customer by cutting the trip short to save money, the world of customers need to know and avoid Atlas. 
  

  To BBB, please allow this review to be posted publicly. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/14/2024

  Good afternoon,

  Our sincere apologies for the continued disappointments regarding our response. However, after reviewing again, we feel that the gesture of goodwill is fair and equitable given the circumstances. As such, the position of the company has not changed, and we must now consider the matter closed.

  Regards, 

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

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

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21069842
  
  I am rejecting this response because:
  

  Issue is not resolved with useless credit that will never be used. The term of the purchase agreement promised 4 days in Antarctica while we only received 2. This is failure in delivering the promised service. A cash refund will be necessary as it costs Atlas less to run the cruise with removal of zodiac cruises and landings.
  

  BBB, please post the review publicly. All future passenger shall be aware of the disgusting business practice conducted here. 

  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/21/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We have received a advertisement from this cruise company, which we feel is a brand new cruise company. We were interested in their "11 Night ************ Roundtrip" cruise to ******** to look for polar bears.We had already made plans, and they interferred with this companys dates for this year, but we wanted to take advantage of the advertisement prices for next years trips. The advertisement said nothing about "this year ONLY".They told ** that we can't do a reservation for next year.We had requested to speak with a manager, and that has been impossible to get done. We have been waiting for over a month for a return call, and have made numerous requests. They just do not return calls to customers and their service is very poor. Unfortunately, while speaking with, and requesting another call back from their reservations ***** the employee told ** "good luck with that". There is clearly something wrong, and they will not honor what their advertisement stated.We are seniors, and I am a Disabled ******** Veteran.We are gone from home until April 27, but will have email service.

  Customer Answer

  Date: 04/23/2023

  Good Morning *****,

  I feel like my "complaint" is pretty clear??????

  The company has refused to make a booking for ** for next year and said they won't do that. THAT'S PROBLEM NUMBER ONE.

  We have requested that a manager call ** to try and resolve the above issue NUMEROUS times, but they will NOT return any calls to **. THAT IS PROBLEM NUMBER TWO.

  There is NO receipts, NO booking, NO reservations, and NO returning of calls. THAT SEEMS TO BE THE ENTIRE PROBLEM.

  Sincerely,

   

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

   

  Business Response

  Date: 05/18/2023

  Hello BBB: 

  This will confirm that we have reached out to the guests directly and they are pleased with our efforts to assist them in booking a future cruise. 

  Regards

  Gair

  Customer Answer

  Date: 05/18/2023

   
  Better Business Bureau:
  
  I have personally heard back from a lady named *************************** in ***************, ******* representing Atlas Ocean Voyages. She told me that there will be no problems with booking our requested trip once it is organized into a actual expedition trip. She said they are working on this trip and it should be ready to begin bookings sometime in July. ******** also asked for the price that was shown on the coupon we received in the mail, which states $5499.00 per person for the 11 Night ************ Round Trip. ******** told ** she would work with ** for that same price once the **** trip is established. So the only thing we can do at this point is wait until July 2023 and see what happens when the new trip comes out.

  I don't know IF you can keep this complaint open as "pending", or if you have to close it?

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, at least until the new trip for **** is announced in July 2023.
  
  Sincerely,
  
  *******************************