ComplaintsforAffordableTours.com

• Initial Complaint

  10/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked a trip to Italy on Globus through Affordable Tours. The travel agent, Lawren Farias, misrepresented what we paid for. 1) We were told the tour was a small group, and would have a maximum of 24 people at all times. We paid extra for this. Our tour had 27 people, and since there were two simultaneous tours, the bus had 27 people, but the activities had in excessive of 50 people, since both tours were combined. 2) We were assured by Lawren that the hotels were all first class, which was NOT the case, and centrally located. This was NOT the case. Our hotels in Milan, both before, during and after the tour, were 30 minutes outside of the city center without traffic, and one hour with traffic. Since I have mobility issues, as she was informed, I had to pay hundreds of dollars in taxi fares to get into town. 3) I was assured by Lawren that Globus had a very stringent COVID policy. So not true! I had to FORCE the issue to have a sick traveller tested, and only then was she removed from the tour. But her exposed roommate was able to continue on, ONLY masking in the bus. To EVERY meal and activity, she was allowed to unmask at all times, even though it can take up to a week to test positive. So I could not participate because of her! 4) I was told Globus always gave meal choices at dinner. The ONLY choice we had was to eat it or not eat it. Period! This tour was TOTALLY misrepresented to me. I NEVER would have gone if I was told the truth!!!! I want a full refund! I am owed at least that!

  Business response

  10/12/2023

  We have been in communication with Ms. *********** and she is aware that this matter must be addressed by the tour operator.  She requested this tour operator based on her past experiences on multiple tours with them, and any quality issues that may have arisen lately with their product will have to be investigated by their operations team.  There was no misrepresentation by her agent, as the hotels on the tour were first class, the tour group itself was a small group (the classic group size can have up to 44 passengers), and meals are determined, in part, by what is available in a destination. If their published Covid protocols were not followed on the tour, that, too, will need to be investigated

  As our customer service manager shared with Ms. ***********, her concerns have been shared with Globus and we are awaiting a response.  As soon as we hear from them, we will be in contact with Ms. *********** again.

  Customer response

  10/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  This response is not only unacceptable, but NOT truthful. These  were NOT first class hotels. Fact! We were told that the hotels were centrally located. They were NOT. Fact! Centrally located hotels are NOT 30-60 minutes outside of the city center. Fact! We were told that there was a FULL total COVID protocol on the tour. There was NOT. Fact! We were told that there would be no more than 24 passengers on the TOUR, NOT just only on the bus. Fact! We were told that there was always a choice of meals. There was NOT. Fact! This is total misrepresentation by the travel agent, who just wanted to make a commission, and could care less that the information given to us was just not true. Fact! This is an outrage! The travel agent MUST be held accountable for FALSE information. There are laws protecting consumers against fraudulent information! This matter will be taken further!
  Regards,
  Renee ***********
  
   
  

  Business response

  10/16/2023

  As we have shared with Ms. ***********, her complaints have been submitted to the tour operator and they are being reviewed.  We maintain that we have not made any misrepresentation.  All descriptions are provided by the tour operator, and they state what is provided on the tour.  Additionally, Ms. *********** requested this operator as she has traveled with them before.  As soon as we hear back from Globus, we will notify Ms. ***********.

  Customer response

  10/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I have spoken to Naomi, supposedly a supervisor at Affordable Tours. She has yet to get back to me, or address ANY of my complaints. Many, many other travelers who had the same complaints have been in contact with their travel agents, and already received responses and satisfaction. Naomi did NOT directly book our tour. She has absolutely NO idea what was said to me by Lawren, our travel agent. She is simply covering her a—, by denying that I was given any wrong information. And I can assure you I WAS!!!. This is an outrage! I wouldn’t use Affordable Tours for ANY future travels, and would advise others to do the same. They are simply about making a commission, and the hell with the traveler. If you get screwed, you’re on your own! Shame on them!!!!
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business response

  10/19/2023

  We record phone calls and the recorded conversations were reviewed. No misrepresentations were made by Lawren.  Our customer service manager has also spoken with Ms. *********** several times and advised we have to wait for a response from Globus regarding her complaints. Their review process can take 4-6 weeks, although we hope it can be resolved sooner.

  Customer response

  10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  I have accepted the 10% offered to me as partial reimbursement. I have incurred additional expenses, and want to be reimbursed for all of it. 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Renee***********
   
  

  Business response

  11/01/2023

  As we have shared with Ms. ***********, the receipts she submitted were sent to the tour operator and they have significantly increased their offer.  They have told us this is the maximum amount they will give, and a check is being sent to Ms. *********** this week.  We consider the matter closed now, as there is nothing additional we can do.

  Customer response

  11/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  Since the travel agent from Affordable tours sold us on a small group tour, and assured us there would be an average of 24 travelers, they were complicit in false advertising. GlobusGo AND Affordable Tours are BOTH responsible for my getting screwed. There were in excess of 50 travelers for many, many activities. This is totally unacceptable, as it was false advertising! Period!
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Renee ***********
   
  

  Business response

  11/07/2023

  Ms. ***********'s group size did fit the advertized criteria.  As a travel agency, not the tour operator, we have exhausted all possibilities for securing an additional refund from the tour operator, and they have indicated they will not extend more than the amount our mutual client has already accepted.

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Affordabletours.com has been ignoring an acknowledged MAJOR MISTAKE they made. Affordable BOOKED a trip for me on 2/2/2023 @ 5:17PM for a trip occurring between 9/2/2023-9/12/2023 under Booking #****** to Lisbon, Portugal. I can provide the EXACT RECEIPT for the trip on those dates from Affordable Tours. Affordable ACKNOWLEDGE IN WRITING that Globus Tours booked me INCORRECTLY from 9/9/2023-9/19/2023. I am a recent widow. I am traveling with another couple who is booked from 9/2/2023-9/12/2023. Affordable Tours ACKNOWLEDGES THE ERROR but STILL WANTS ME to take a trip ALONE on another date!! I have a LONG SERIES OF EMAILS showing Affordable Tours admitting their responsibility but claiming Globus cannot correct their mistake. I WANT TO TRAVEL ON THE DATES I PURCHASED. NO EXCEPTION TO THAT DEMAND. My trip was purchased on 2/2/2023. Affordable and Globus can BOUNCE someone else that booked their trip AFTER 2/2/2023. My flights have been booked since 2/2/2023 as well. Affordable has NOT BEEN RESPONSIVE. June, 2023 is our last communication which apologizes for the error and have offered me a $200 credit on my trip. BOOK ME ON THE DATES I PURCHASED. NO EXCEPTION TO THAT DEMAND.

  Business response

  07/10/2023

  We attempted to contact our client, but received no response.  We will reach out again to see how this can be resolved.

  Customer response

  07/14/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  -- Jun 14,2023 -- $1578.00 -- The contract states that the final payment is not due until Jul 26,2023, they changed that to Jun 15,2023 without our approval. Please see attached emails. -- The company will not return our deposit of $1578.00. They should, they breeched the contract. -- they are putting us off and we have not heard from them in 2 days. -- Affordabletours.com booking #****** --- Please see all attched emails.

  Customer response

  06/20/2023

  Better Business Bureau:
  
  This letter is to inform you that AffordableTours.com has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/16/2023 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband, mother and I went on a trip to Greece which we book through Affordable Tours. We were both vaccinated with the two initial COVID-19 shots, but they were not within the last 9 months. Prior to leaving for Greece, we were not notified that we needed to receive the 2nd vaccine or booster within the last 9 months. We were both fully vaccinated in 2021. 5/21- -Land Tour Started 5/23 -While on our land tour with Globus, we were notified by the Tour Guide that we would not be allowed to go on the cruise due to not being vaccinated (2nd dose or booster) within the last 9 months. My husband and I are both vaccinated and received our two doses in 2021. We explained that this is the first we are hearing of this requirement. We emailed and called our travel Agent Patty Gregory from Affordable Tours who advised she would get back to us. 5/24-We received an email from Patty which did not say much. We again called Affordable Tours who advised she was on vacation and would not be returning until June. We explained our situation and we were advised we would be referred to the Customer Service Team who would respond within 48 hours. We again reiterated this was time sensitive. Globus Tour Guide tried to get us to sign a form saying we were choosing to not go on the cruise. They said we would need this form for our travel insurance. 5/26-We spoke to Naomi from Affordable Tours. She advised she was going to talk to Globus Tour Guide again tried to get us to sign a form saying we were choosing to not go on the cruise. 5/27-We waited to hear from Naomi. She did not call or email as promised. 5/28-6/4 -Mom on cruise. We booked our own trip to Santorini and Syros. My mother who had a booster in the last 9 months went on the cruise. 6/4-We met back up with my mother and stayed at the hotel as planned on the tour. 6/5 - return to the US. Refund of half the trip which cost $8714. Reimbursement of expenses for 2nd week. Have more docstosend

  Business response

  04/21/2023

  When we last spoke to our client regarding this issue, we advised that an insurance claim would need to be filed and decided on before any further action could be taken.  If an insurance claim was filed and the decision has been delivered, we will need to client to share this information with us so we can ask Globus if they will consider offering anything as a good will gesture. 

  Customer response

  04/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  They have not offered any real resolution other than they will possibly talk to Globus.  Affordable Tours was our travel agent and should have told us about the requirement.  We had checked and they said we had to be fully vaccinated (which we were), but not anything where it had to be in the last 9 months.  We even filled out a health pre check thing for Globus and nothing was on there about being vaccinated the last 9 months.  We were on the land tour when Globus told us.  When we contacted our travel agent she said she would call us back and then we never heard from her.  We called back only to be told she was on vacation and then later to find out when we insisted we speak to someone to find out she no longer worked there.  We did everything they asked - tried to get a booster in Greece (its regulated by the government), called the 800 number, called the insurance company, called Globus customer service, talked to tour guide.  They kept saying they were going to see if they could offer us some assistance the following week (when we were supposed to be on the cruise) and they promised they would get back to us.  Friday night we were in the hotel with the cruise leaving the next day with no help or contact from Affordable Tours/Globus.  I had to ask some people we met on the tour to look after my 82 year old mother who was going on the cruise because we weren't allowed to go.  This trip was for my 50th birthday.  My husband had returned from a year long deployment with the Army and this was our big trip we were looking forward to.  You left us high and dry in a foreign country.  This is what they did while we were on the trip - pointed the finger at the other and then left us stranded in Greece for our last week with no assistance.  We did file a claim with the travel insurance and the claim was denied.  We have not received any compensation from the travel insurance company. As a side note, they never told us that they would consider offering us anything after resolution of the insurance claim previously (what they said in their response).   Talk to Globus as you said and let me know what you come up with.
  

  
  Regards,
  
  Mary *****
   
  

  Business response

  05/08/2023

  In the attached email chain our client provided, our customer service manager did advise they would need to file an insurance claim before Globus would consider reviewing their case.  Since no notification of a denied claim was provided, no further action was taken.  Additionally, in the same communication, our customer service manager asked if our client had chosen a hotel yet, and there is no indication any response was ever received.  We will reach out to our client to obtain a copy of the insurance company's denial letter and receipts from their hotel stay for Globus' and AffordableTours.com's review. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, Very brief summary: We originally booked a trip during Covid, and due to Covid we were unable to make or use the credits given all the global restrictions. Initially the tour company refused a refund, but after escalating the the ********** ******** ******* they did grant it. The outstanding issue is that they have only refunding 75% of the formally agreed amount. We are still due $5076. They claim they sent the third outstanding check (no proof, no evidence of any tracking.) We have attempted many efforts to get a new check with formal tracking to finally close this issue. We have been working diligently and patiently on this refund for near a year and really need help keeping Affordable tours accountable for fulfilling their agreement on issuing the full refund. You will see the agreement, *** ** ******** ******** comms in the attachment were the agreement was formalized. We just need Affordable Tours to send us the last $5076 check Thank you for the support

  Business response

  11/01/2022

  We have been in contact with our client throughout this process, as we have waited for the cruise operator, *************** to send the client's refund.  As we have shared and our client understands, no funds were ever paid to AffordableTours.com, so any possible refund would have to come from the cruise operator, not from us.  Since this report was filed, our client has confirmed they received a check from ****** for the missing amount, and once the check has cleared, the case can be closed.

• Initial Complaint

  06/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A trip we had scheduled was cancelled by the agency. We had paid $2100 towards the trip and purchased trip insurance. The company is refusing to return any of the money and is greatly limiting using the credit towards other trips though we have tried to work with them. We don't know what to do now.

  Business response

  06/10/2021

  We understand our clients' frustration, however, the tour was not cancelled by AffordableTours.com.  The tour was suspended by the tour operator, *********, and only ********* can provide a refund.  We have previously requested a refund on behalf of our clients and ********* denied it.  We can try again, but ultimately, it is the tour operator's decision, and we are not able to override it.

• Initial Complaint

  05/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked an ******** tour from ********* thru Affordable tours in February 2019 for June 2019, I also purchased travel insurance which the agent assure me will cover cancellations for any reason at all. After the country shut down due to the pandemic, I received a notification from ********* stating that the trip was "suspended" and offered me a credit for my trip for future travel. I contacted the insurance company to fie a claim and get a refund for my trip under the "any reason at all" considering that the whole country was shut down and travel restricted nationwide. The insurance company refused my claim on the grounds that the trip was "suspended" not "cancelled" noting that the tour company needs to actually cancel the tour for me to collect a full refund. This is outright fraud, ********* would not have been able to provide a tour in 2019 nor 2020 because of a global pandemic, they broke a contract and I want a refund not a credit.

  Business response

  05/25/2021

  We are sorry to hear of our client's frustration with **********s suspension and the insurance company's response.  We will reach out to her directly to see if we may be able to assist in helping her obtain a refund from ********* or payment of her insurance claim.

• Initial Complaint

  05/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Signed with Affordable Tours #****** for trip to Ireland with CIE tours #****** on 9/23/19. Trip has been cancelled twice & allowable options are rebook now or at a later date. Both companies have been contacted several times via email and phone. Every time both companies say they do not refund and to contact the other company. Seeing that CIE has cancelled the trip for 2 years and not us, we feel that they have broken the contract and we should be refunded our $1,000. They have had our money for 2 years and we have nothing in return. We are seeking full refund of $1000. Thank you.

  Business response

  05/07/2021

  We have explained to our client that per CIE's terms and conditions to which he agreed, deposits are non-refundable.  The tour operator, CIE, has his funds and they have not agreed to make an exception to the terms.  AffordableTours.com is a travel agency, and as such, we do not have the client's funds, nor do we have the ability to act outside of CIE's terms and conditions.

  Customer response

  05/11/2021

  Response from Daniel *******
  The non refundable deposit was for a trip that was cancelled 2 years in a row. CIE TOURS cancelled trip both times. CIE has my money but we did not receive what we paid for (both times). We should be refunded and that would be acceptable. Thank you.

  Business response

  05/13/2021

  We do understand our client's concern, however, the tour operator, CIE, has his funds, and only they have the ability to refund him. We have advocated on his behalf and spoken with CIE on multiple occasions, but they are standing firm in their decision to not make an exception.  

  Customer response

  05/13/2021

  Re complaint ********, CIE and Affordable Tours have insulated themselves from each other. After several tries to both via email and phone, each say "you have to contact the other". CIE made that policy and I have contacted them several times including an email to CEO Elizabeth *******. Results, contact the other company.
  CIETOURS.COM
  1-800-243-8687
  TOur reservation nbr. ******
  Thank you

  Business response

  05/19/2021

  We have attempted several times to obtain a refund for our client from the operator, and we have never sent our client directly to the operator.  As a travel agency, we communicate with the tour operator on the client's behalf. However, it is ultimately the decision of the operator whether or not to make an exception to their policy.

*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. ↩