ComplaintsforGrand European Travel

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Planned land tour of ******** with GETours paid $250 deposit purchased travel insurance Planned to arrange air travel company quoted prices double what I found on line Representative **** indicated dates of travel not guaranteed Asked for dates that were guaranteed **** gave new dates then said no single rooms available She yawned She sighed She hung up on me Cancelled Complained to company Attempted to get deposit back but AON insurance indicated they were agents of GEtours and would only give credit to company Tried to get deposit returned to no avail

  

  Business response

  01/22/2024

  On May 4, 2023, ********************* booked a ******** tour for October of **** and at the time it was too early to be able to book flights for that tour.  She was told her deposit was nonrefundable after 30 days. It was also noted on her invoice which she received a copy of on May 4, and again on May 12, 2023. She was advised that we could add flights in December. She paid her deposit and also purchased Travel Protection insurance.

  On December 11,2023, ********************** called to inquire about adding flights to her booking. At the time the airfares were coming in high. This is not something we can control, especially into ******** which has very limited options with flights and being 11 months from her date.  She was angry about our pricing and argumentative with the agent on the phone. There was no reason she had to book flights at this time and we recommended she wait a little longer or she could book her flights on her own if she found them cheaper, but the tour was not yet a guaranteed departure because it was still 11 months away. Again, ********************** became upset and asked to check other dates but since she was traveling as a single, there were not single rooms available.  She hung up and called back and cancelled her trip with a different agent.  This agent explained that her Travel Insurance was nonrefundable and her $250 deposit could be claimed through insurance as a credit but it is nonrefundable as well.  

  ********************** filed a claim through the insurance provider AON Affinity and did indeed receive a Travel Credit for the $250 which is valid for two years.  Under the terms of the cancel for any reason policy- she cancelled for a non medical reason she is not *********** her money back.  She received her voucher on December 29, 2023 (voucher number 30895).  She has been reimbursed, and we would be happy to assist her in rebooking a trip and finding the most economical airfare possible for her so she wont be out any funds.

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took their Best of ***** and ****** tour, with the 4-day Aegean Cruise. The trip began on 9/9/23, and ended on 9/22/23. The woman I worked with from the GET office was *************************. The first issue was that I was told the 9/9/23 date was the last this tour was offered. I explained that heat is very difficult for me, these countries will be too hot, can we take it in Oct. or at least, later in Sept. I was told no, 9/9 was the last date it was offered. This was a lie, as I found out during the trip and also upon my return when I asked someone else in the GET office. A few women periodically asked if I was OK, as I kept having to sit since the heat was so difficult for me....all unnecessary had we not been deceived, and taken the later trip. Another issue was the level of hotels has dropped since we took our last Trafalgar tour - in ****, the hotel was so far out of town we had to pay for a shuttle or taxi to get into the city, many complained about this; in ******, I killed ants in the room, and my husband cleaned the bathtub as there were hairs from prior guests; in ******, he killed a cockroach in our bathroom of the "5 star hotel"...shameful and disgusting! Also, the price of the tour goes up and less is included, more are now "optional excursions". In ******** we had a totally wasted experience, NO Accademia (to see The *****) or ************** was offered...told it was sold out. 2 people on the tour were returning to ******** 2 wks. later and had no problem securing tickets. We were given an entire day to shop, not why I chose a tour to include ********. I want my money back, $1,132.80, the amortized amount for this 1 wasted day. Finally, a very dangerous situation, our group was responsible for carrying all of our own luggage up, approx. 60 steps in order to board the ferry to ******, no assistance, and also on the return. Our group was 90% seniors, no help, not even the tour director....unbelievable! Thankfully, there were no accidents.

  

  Business response

  10/09/2023

  ***************** booked a trip that was actually a combination of two tours made into one.  It was a special departure that did indeed only have one date of 9/9/23. However, the two trips to ***** and ****** do operate in October independently, which may be what the guest was confused by when she returned home.  For the trip she went on, there is no other date available in 2023. 

  ********************** last trip was in 2018 to *****. Every tour and every destination is unique. Hotels, sites, food. While the Tour Operator does try to maintain a level of quality, the post pandemic world of travel has changed and the demand for travel has led to diminished hotel availability and prime locations are not always available for large groups. Trafalgar does not own the hotels that guests stay at.  We have already reported the complaints about ants and bugs to the Quality Control Team and apologized for any inconvenience to the guest.

  Two weeks prior to the departure of the trip, a travel document was sent to the guest outlining the trip itself and what to expect as far as what to expect on the trip.  What is included, and what Optional Experiences will be available to purchase. It also states in our Terms and Conditions, that this trip is active with alot of walking and that you should be in good physical condition and able to walk up to 2 miles a day o participate. All of this information is also readily available on our website as well. I'm afraid that we do not refund monies for guest that take a day off from the tour to rest.  If the guest had purchased Travel Insurance, they may be able to file a claim for their missed day due to medical reasons.

  THank you

   

  Customer response

  10/09/2023

   
  Complaint: 20711384
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************

  Customer response

  10/09/2023

  I was not confused.  I was told that our trip, Best of ***** and ****** with 4-day Aegean Cruise, had a final departure date of 9/9/23, with no later date options....so I chose it so I wouldn't lose my deposit.  2 people on the trip told me they offered it later in September, and, upon my return, I called your office and was told yes, this trip also left in October, but it was sold out.  No confusion, just misinformation that was not true.

  Also, we did NOT take any day off from the tour to "rest".  We knew about walking and steps and the level of activity, we participated in everything.  It was Trafalgar, and the Tour Director that told us that we had a day at leisure in ******** for shopping, because the advertised optional experiences in ******** were subsequently not offered.  NOT OUR DECISION, nor anyone else's who complained about it.  We were told that there were no tickets into the ********* to see the *****, nor into the **************, as everything was sold out for months.  2 people in our group, who were returning to ******** in 2 wks, upon the conclusion of the tour, went on-line right then and were able to purchase tickets to see The *****, without any problems, plenty of tickets......another bit of misinformation.

  Again, I'm asking for our money back for our WASTED day, not a day off to rest, in ********, as nothing was offered except shopping.

  And by the way, we also travelled with your company prior to *****, to *****, and we were very loyal customers, and this treatment is unacceptable and very disappointing.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I keep getting multiple trip advertisements delivered to my residence. I did not ask for these nor do want these brochures. I want the deliveries to stop.

  

  Business response

  01/16/2023

  This customer had already been removed from our mailing list. Unfortunately, since we print our catalogs so far in advance, our distribution center had already printed another mailing for them. I can guarantee they have been removed from further communications going forward.

   

  Customer response

  01/16/2023

   
  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,
  
  Federica Thistle

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booking number: A145491 Date booked: Thu, 17 February 2022 Future Travel Credit 2 days, 1 nights Dates: Fri, 30 December 2022 - Sat, 31 December 2022 Accomodation: 1 twin room 2 Passenger(s): ******************* Klaass, ***************************** The original booking was actually booked and paid for in 2019. Because of the Pandemic the trip was delayed. But somehow GET thought we should travel for one night in December of 2022 for over $9000. We will be on a Church Mission until late 2023. We requested a refund to fund our Mission and they refused us in a telecon with GET's Agent, ***** today, February 17, 2022. The refund rules are copied here from the GET website:If the cancellation by GET and its **************** is not as a result of a Force Majeure Event, GET will provide an alternative comparable trip (if available) if an alternative is not available then a refund will be made. GET and its **************** are not liable for any cancellation or change cost or penalties incurred on other travel arrangements, including air travel, that *** be affected thereby.Why are they not sticking to this policy and refunding our money? These funds are now needed to fund our Mission!

  

  Business response

  02/22/2022

  Customer never asked to speak to management on this issue. We are happy to offer them a refund after reviewing their circumstances.  The Travel Protection they purchased is nonrefundable so total refund amount will be $8703.26. Refund will be put in process this week and take approximately 60 days to finalize.

  Customer response

  02/22/2022

   
  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

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My parents and I booked tour to Norway in Dec. 2020 to travel August 2021. Receipts attached. GET informed us that the trip was cancelled on June 30th and would receive "travel credit." We decided that with the Delta variant that travel was too risky and asked for a refund x 2 (Sept. 10 & 14th). ** **** ** * **** *** *** *** **** *** ******* *** *** *******. GET said can use travel credit for the next 2 years. What if COVID is still bad? Will that go for 3-5 years? GET gets to just keep our money hostage without interest for an undetermined amount of time. I am an RN who doesn't want to worry about $7443 being gone. My retired parents have $5008 gone. We paid for a service that we did not receive. Was also told when booking that we had to buy their travel insurance which was a lie. Was also told to file travel insurance when I told them I have 2 surgeries scheduled for next year. This should have nothing to do with the trip that was already supposed to be done. Please give use our $.

  

  Business response

  11/19/2021

  The refund is in process and has been sent to our central accounting office for finalization. They are dealing with an extreme backlog of transaction from not only our company but all 10 of our sister companies as well. We do apologize that the refund was not completed precisely on day 45. The projected completion date is Nov 29 due to the Thanksgiving holiday and the refund should appear on Ms. ********** account in 10-14 days after that depending on how long it takes her financial institution to process it.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a trip with GET (*******) and paid in full in 2019 to travel in April 2020. The trip was cancelled and moved to September 2020, then to May 2021, and then to September 2021. They cancelled all FOUR trips. We requested a full refund, but they only want to give travel credit for the future. We want full refund and not travel credit. We cannot trust this company anymore!

  

  Business response

  09/03/2021

  We share in the *******'s disappointment of not being able to take their trip as planned. The rising numbers of Covid cases in the South and Hurricane Ida made it impossible to run this trip as planned. We have no problem refunding their money and have already begun the process. They will lose the cost of the insurance premium which is nonrefundable and the total refund will be $4981.60 applied back to their credit card in approximately 45 days.

  Customer response

  09/04/2021

  
  Complaint: 15824677
  
  I am rejecting this response because:

  The total amount of $5,419.60 including the travel protection premium of $438.00 must be refunded for the 9/10/2021 trip because GET cancelled the trip and not us.
  
  Sincerely,
  
  ***** *******

  Customer response

  10/21/2021

  
  

  Grand European Travel (GET) did not apply the refund back to my credit card in 45 days.

  On 9/3/2021, Grand European Travel said that the refund will be applied back to my credit card in 45 days. 

  It has been over 45 days and the refund did not happen.

  GET have had the tour money for two years and have cancelled the trip four times, and still have not refunded our money. 

  We are requesting an immediate refund.

  
  

  

  Business response

  11/03/2021

  Customer was refunded on October 29 less the cost of Travel Insurance which is nonrefundable at time of purchase. Please have her check with her financial institution to make sure she received her credit

  Customer response

  11/04/2021

   
  Complaint: 15824677
  
  I am rejecting this response because:

  A deposit of ($4981.60) came in today. However, they still owe me $438.00 for the insurance. 
  I bought the insurance so that I can recover the trip money in the event we cancel the trip ourselves for reasons like illness.
  But since, the travel company (GET) cancelled our trip and not us, then the insurance money of $438 must be refunded.

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

• Initial Complaint

  07/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September of 2019, we booked a Rome and Tuscany tour. With the onset of covid, the tour was cancelled and we received future travel credit. Early this year we feared that Italy would not be open to tourist and booked a tour to see the Autumn colors in New England. When Europe opened up to travel, we rebooked the Rome trip and purchased air fare also (June 2021). At that time the only covid policy was that we present a PCR test within 3 days of departure and another in Rome before we returned home. On July 20th I received an e-mail stating that all GETours to Europe required a vaccination. I called today and asked to book a tour in the States, but was informed that ALL their tours require a vaccination. We are Covid survivors with antibodies, there is no provision for us to book with them. When we asked for a refund, we were told we could only use the funds ($6960.98) for a future trip. They have had this money for almost two years, have made no provisions for our situation

  

  Business response

  08/06/2021

  We have tried to reach customer to discuss without success. Customer will be refunded for cost of tour. 

  Customer response

  10/18/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  We have received funds for travel expenses, but not for the travel insurance. 

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

  

  Business response

  10/18/2021

  Travel insurance is nonrefundable. This is stated clearly in our terms and conditions 

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