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:02/01/2024

  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.

  In January of 2023 I booked a tour to *********************** with YMT vacations. In July of 2023 I booked and paid for first class/business class airline tickets through YMT at a cost of $11,590. For the tour itself I paid $5,597 with another $1,089 paid for excursions. Total investment for the tour is $18,276.00. Two weeks ago I was notified by the airline department of YMT that Qantas had changed some flight times and the only available flights would involve me being downgraded to economy seating. I did consent to accepting a flight from ****** to ****** on Economy. The air supervisor at YMT then gave me excuse after excuse that Qantas would not call her back to change the flight. So I called Qantas and because the travel agent booked the flight they would not talk with me. After 7 days of excuses I asked YMT what my options were and she told me, because Qantas changed the flight times that I would be *********** a full refund of air, but I needed to call guest services to get refunded for the land/cruise tour portion. So I called that department. They needed to hear from the air department. It has now been another 7 days of excuses from both departments and as of yesterday absolutely no communication at all from either department at YMT regarding the status of my request. In 16 days my tour starts. I either want the first class/business class flights I paid for so I can take my trip or a complete refund of my trip costs. I have traveled with YMT a number of times before and have never run into these issues. There was also another issue with my air reservations. YMT had me booked on two American Airlines flights leaving Buffalo on February 17th. When I called and asked which was correct the air supervisor told me she would fix that after she fixed the Qantas departure flights on March 8th.

  Customer Answer

  Date: 02/08/2024

  I filed a previous complaint against YMT last week and they did respond stating my airfare would be 100 % refunded, however they would not refund my land/cruise/excursion fees as the fine print in the tour details stated I was not *********** a refund as they could not get their money back. The supervisor had a customer service rep (not the supervisor who made this decision) call me to offer a round trip business economy flight to ********* (I had paid for first class originally) and YMT would absorb the additonal $1,200 cost. I was also told *** did try try to secure a round trip first class flight, but it was an additonal $5,000 and the YMT supervisor was not willing to pay that as the land/cruise tour cost was just over $5,000. So I called the Norwegian Cruise Line customer service line myself Saturday morning (February 3, 2024) and spoke with a representative named ***** (sp). She told me the tour and excursions could be canceled and they would prorate the refund to YMT, and the travel insurance would pick up the balance, however I could not cancel the reservation as the travel agent booked it and the travel agent needed to initiate both. So the supervisors from YMT were untruthful. All funds for this tour can be refunded to me. I must stress once again, these issues were a direct result of YMT not providing services for what I had paid for and been promised. Every day the guest services supervisors delay by trying to "pressure" me to settle for less reduces the refund and will cost YMT even more to make me whole. Enough games. I expect to receive a full refund for the entire cost of my trip (air, ground/cruise tour and excursions totaling $18,276) by Thursday, February 8, 2024.

  

  Business Response

  Date: 02/21/2024

  Customer was refunded in full.  Case should be closed.  Please let me know if you need anything else.

  Thank you,

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

• Initial Complaint

  Date:06/16/2023

  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.

  Booked a Hawaiian trip with YMT vacations, reservation #******, in 2020 due to pandemic rescheduled for October 1, 2023. Paid $8136 in total. Because lost airline tickets booked in 2020 had to repay flight of $1560 by June 3, 2023 which I did. On June 9th was emailed trip was suspended because did not have enough people booked. Called YMT and given dates to reschedule which do not work for my husband or myself. I asked the representative for a refund because I saw under terms and conditions the following: YMT reserves the right to cancel or reschedule any trip departure for any reason, including insufficient demand, strikes, lockouts, riots, stoppage of labor or Force Majeure Event (see under Force Majeure). In the event of a cancellation by YMT prior to departure for reasons excluding Force Majeure (see section Force Majeure), YMT will try, at your discretion, to rebook the same trip with a different departure date, or a similar trip, but there is no guarantee of availability. YMT will refund the difference in price if the alternate is lower. You are responsible for additional costs if the alternate is higher. If this rebooking option is not acceptable to you, **** only responsibility is to refund the amounts paid by you for the reservation.The representative told me to include the above in an email to **************************************** which I did on June 9th. I called yesterday because did not receive a response. One of the options was to email guest services about suspensions and receive a response within 48 hours which they did not do. I sent another email yesterday and decided to send a complaint to your agency in the hope of getting my $8136 refunded.Thank you for looking into this matter. I greatly appreciate your time and help.Sincerely,******

  

  Business Response

  Date: 06/20/2023

  **********,

  We got back to you the day this case was filled. Please refer to our conversations about a refund. We see this matter as resolved and will close this case.

  Warm Regards

  YMT Management 

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20197111
  
  I am rejecting this response because:
  I have not received the refund yet.  Once I receive it then the matter will be resolved.
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 07/12/2023

  **********,

  I see that your refund has been processed and sent to your home on June 22, 2023. Depending on your local postal service it bay take a while to get to you. With no further action needed on this case from us we are closing this case and wish you all the best in your future travels.

  Warm Regards

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

  Customer Answer

  Date: 07/21/2023

   
  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,
  
  ****************************************

• Initial Complaint

  Date:10/20/2022

  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 September 2021 I booked a trip with YMT's for ****** for our 35 Anniversary. Our departure date was set for July 25,2022. I also purchased trip insurance through Allianz Global Assistance at YMT's suggestion. YMT "suspended" our July trip and selected the trip they had available to depart on Aug 21,2022 again YMT "suspended' the August trip. They told me to contact the travel insurance company. The travel insurance company said they do not refund for pandemics. The *************** was open to travel. I do not want a travel credit as we are no longer able to go any longer. I want all the funds that I have paid returned. $8436.00 Also I want the money for thetravel insurance $927.96

  

  Business Response

  Date: 11/09/2022

  This customer has processed chargebacks and received refunds with the credit card company. I am reaching out to the insurance company to verify why the claim was not processed on their end. 

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service 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.

  YMT states in its Tour Book, "If you purchased your airline tickets from YMT, you will be welcomed by a representative and transferred to your hotel". My family of 5 did so and NO ONE met us at 11:53 p.m. when we arrived in *********, ******. When travel info was given, I and my son-in-law both made several calls regarding the late arrival even asking for an earlier time. We were reassured that a rep would be there no matter the time! When we made our own way to the hotel at 1:30 a.m. the next day using the hotel shuttle, we were given an information sheet informing us that we should have our luggage outside our rooms at 6:30 a.m. (5 hours later). Our tour guide informed us the next morning that she goes off duty at 8 p.m. and *** should have told us that. Other people on our tour were meet earlier that night at 9:30 p.m. by a representative. I found that airplane seating for us on one plane had 4 of us occupying 2 seats and no seat was assigned for the 5th. Sloppy work in my book! Also our cruise reservation information was withheld until 30 days from our trip. By then 2 out of 3 excursions we wanted were totally booked. YMT had our final payment 3 months before they gave us our necessary information. I find that YMT used FALSE ADVERTISING regarding the airline booking. They DID NOT have any rep meeting us at that time. We could have arrived earlier the same day (I checked the flights and the availability after our flights were provided us by YMT). I feel we should be compensated for their false advertising. Our trip originated June 20, 2022 from ************** to *********, ****** for a land tour and cruise ending in ********* and flying home from ******* ********** on July 11, 2022.

  

  Business Response

  Date: 10/14/2022

  We reviewed this case and came to the agreement with the customer that we would provide a $100 refund to each of the 5 guests who traveled on our tour. These refunds are being processed today. ******* advised she will follow up with you directly once she received the refund.

  Customer Answer

  Date: 10/14/2022

   
  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,
  
  ***************************

  Customer Answer

  Date: 11/02/2022

  I am attaching 2 emails I sent to YMT when they paid only $300 of the agreed upon amount of $500 in the above referenced claim. I also left a voicemail with *************** (Asst **** Reservations) with no response as of today.
  
  I am again asking for your help to get $100 @ paid to *************************** and *********************** totalling $200, which when combined with the $300 YMT already paid will finalize their responsibility of the $500 agreement. They credited $100@ to the charge cards used for *****************************, *********************** and myself in making our reservations. The $200 not yet credited should go to the same credit card used for ***************************** (their daughter).
  
  Thank you for your past help and am optimistic that this matter will be resolved accurately.
  
  Sincerely,
  ***************************
  

  
  

  

  Business Response

  Date: 11/02/2022

  I checked with our accounting team and the additional refund is being processed today. I did reply to *******'s email from Monday advising her of this. 

  Customer Answer

  Date: 11/08/2022

   
  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,
  
  ***************************