We understand this decision impacts not only our guests and employees, but also the thousands of hardworking, dedicated people around the world who make our journeys possible. Follow New York Times Travel on Instagram, Twitter and Facebook. Would I sail on that waterway again ? This pandemic could cause some of them to be dusted off, said Mr. Anolik. If you test positive, cruise lines will confine you to quarters or to a special section on the cruise ship for infected passengers, usually for the duration of the voyage. Translation: When they cancel your trip, they are legally required to offer you the money back. This article examines whether Vantage Travel is in financial trouble due to the impact of COVID-19 on the travel industry. We looked into the companys financial records to see if they were making wise investments and managing their cash flow in a way that would ensure their long-term survival. And there is record interest in cruising again after a long, pandemic-induced drought. Cruise lines dont include premium restaurants in your fare. Most customers, like us, rebooked the same tour at a later date. Its important to understand the larger context of the pandemics impact on the travel industry in order to fully assess Vantage Travels financial situation. Cruise lines add tips of up to 20 percent to your spa or bar bill. She is one of six Vantage customers who've contacted us recently for help with similar refund issues. No wonder offline agents call these operations vending machines. Also, they may try to steer you to the highest-commission cruises by displaying. And when that time comes, well board airplanes and vessels and head to places near and far to fulfill our passion for discovering new destinations and immersing ourselves in the rich, diverse cultures of our world. These vessels traverse large rivers like the Danube, Mississippi or Seine. As we continue to navigate this global health crisis, weve all been required to change our lives and exercise increased flexibility. Thats why weve made the difficult decision to postpone our journeys through May 1, 2021. BBB Business Profiles may not be reproduced for sales or promotional purposes. Again, these offers come by way of the relationships cruise agents have through their company or by being friends with their regional sales representative. Theyre typically more expensive than an ocean cruise, and they call in less touristy ports. Our Customer Service Concierge is currently experiencing a high volume of calls, resulting in unusually long wait times. Vantages CEO e-mailed us saying, Lets talk. Cruise lines claim a vacation at sea is safer than any land-based vacation. A human travel agent who can take the time to sit down with you and talk about your cruise options is a tried-and-true way to buy a cruise. 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In the last 2 years we have had 3 trips canceled at the "To think that, I mean he was feet away from me," said Susan Carter, who enthusiastically recalled her encounter with a leopard during an African safari. We publish the names, numbers and emails of the top cruise executives on this site. As always, we made this decision with the health, safety, and security of our travelers and partners around the globe in mind. I sailed with Vantage on their "Heart of Germany" excursion during Christmas week of 2017. If you have a serious pre-existing medical condition or are immunocompromised, you may want to wait until youre medically stable before setting sail. That was when I began to think, "uh oh." At the moment, were hard at work contacting all impacted travelers and rescheduling their journeys. Can I get a refund for my Marriott Vacation Club Points? Members who are knowledgeable about this destination and volunteer their time to answer travelers' questions. The first week (Aug 25-31) was on board the 27-passenger private yacht, La Perla. Henry R. Lewis Thats what happened to Stuart Schiffer on a Viking river cruise a few years ago. Have a question for Michael and the 7 On Your Side team? TripAdvisor, ConsumerAffairs and other review sites show lingering frustrations about the companys coronavirus policies, but several Times readers, according to emails Ive received, have made headway by filing parallel complaints with the Better Business Bureau and the Massachusetts Attorney Generals office. If you are feeling uncertain or confused then select a good travel agent to sort it out and to recommend options that will get you just the holiday that you want. Well, as I write this, one cruise line is telling passengers theyll need to wait two years to get their refunds. Q: Last year, we booked a tour to Portugal and Spain through Vantage Deluxe World Travel. Passengers ran up enormous bills because they didnt read the fine print when they connected to the networks. 2023 Based on expectations set by Vantage, my husband and I expected the sea portion on board La Perla to be the most memorable high point of our trip and yet it turned out to be the exact opposite as Ive detailed in this review. There are a variety of ocean cruises, from budget to luxury. Its not hard to surmise, just by reading your email, what happened at O.A.T. Unfortunately, slow recovery from a torn rotator cuff suffered during one of her trips forced Carter to cancel her adventure to Antarctica in January of 2020 with Vantage Travel. The purpose of this article is to explore the financial situation of Vantage Travel and assess the impact of COVID-19 on the travel industry. Thank you for your interest in Vantage Deluxe World Travel. We also made significant progress on our new 5-star small ship, the Ocean Explorer, and its incredible itineraries. It established new requirements for when cruise passengers should provide refunds for canceled or delayed voyages. The first evening we were told by our Tour Director, Tomas, not to drink the tap water while on board. Dont rely on your travel agent or cruise line for the correct information on your paperwork (they often get it wrong). We are currently notifying impacted travelers. After one year with no results, Carter reached out to 7 On Your Side. Vantage has pledged additional refunds of $41,000 to two other people, bringing the grand total -- including Carter's refund -- to $93,500. The company notified me of the cancellation and offered either a credit for rebooking or a full refund that would have included airfare. Ship to Shore: The Vantage Safe Travels Initiative. Here are my strategies for advocating your case. RELATED: Thinking of traveling soon? Please make no mistake the travel industry will bounce back, as it has numerous times before. (Note: Is this article not meeting your expectations? Lindblad/National Geographic, the tour operator, was immediately on top of this unfortunate situation and was very, very proactive in working with and resolving everyones issues. Ships appear to get less safe with each passing year. Airlines are sidestepping refund regulations established by the United States Transportation Department and the European Union, betting that negative press (and even class-action lawsuits) are still preferable to negative-balance bank accounts. It isnt that these items arent fun to have while youre on a cruise, but that in many cases, theyre ridiculously overpriced. Youre out of luck. We publish the names and emails of customer service managers. You can find a cheaper private tour through a company like Viator. The small-group and cruising company has been recognized nationally. Note to everyone: Never take the That can get a little noisy. If your departure is outside of the next 60 days, we ask that you email customercare@vantagetravel.com or check My Portfolio for travel alerts or to make a payment.. Why? Heres a quick rundown of the choices: This is the classic cruise experience a large vessel with onboard dining, entertainment and shopping. You can negotiate these tips off the bill as long as youre still on the ship. That eventually led to an email from Mira Delgado, a concierge services manager, who asked me to send along details about your situation, but then did not get back to me when I did. The staff/crew were abxolutely delightful, and the food was top notch. And theres one more confounding factor, she said. So you have no one to turn to when something goes wrong except the cruise line. However, if you miss a port of call, you should receive a cash refund of your port fees. We recently traveled with Vantage and I would steer clear of them. Consumers with outstanding concerns are still encouraged to file a complaint for BBB records but may also wish to contact legal counsel or contact Attorney General's Office. Our help is free. You have 24/7 phone support through most of the online agencies. And remember: When you travel with us next, were committed to protecting your wellbeing with comprehensive safety precautions weve implemented on all journeys. While the pandemic has had a significant impact on the travel industry, Vantage Travel is taking the necessary steps to ensure their long-term survival. You should read it before you leave. Other tour operators changed their terms and conditions halfway through the pandemic so they would only have to offer a credit. Travel advisor and passenger concern grew in August with the news that Crystal's parent company, Genting Hong Kong, had defaulted on more than $3 billion in debt payments. (Like most companies, it did not repay the loan.) This happened in February and my aunt is always calling to check on. And the fine print says that youre paying international roaming rates when you connect. Vantage sent an e-mail this morning canceling the Middle East tour. You can't get anyone on the phone there. E-mails to the Customer Care people ar If you prefer a smaller ship and dont like waves, a river cruise might be right for you. But it had no way of knowing what would happen Weve listed some considerations below to help you plan. Most cruise lines have stopped screening their passengers for COVID. Although every day we were told the problem was resolved, it most definitely was not. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. (Mr. Anolik has a detailed breakdown of other state-by-state travel laws on his firms website. One would be about the length of the bus ride to get to a tour. Rick Pedersen, Fulshear, Texas. Other passengers couldnt cruise for health reasons. The impact to our 2021 travelers is small if you are one of these travelers, we are currently in the process of reaching out to you. Passengers sometimes arrive at the cruise terminal with the wrong visa or an expired passport. As 2021 nears, we have every reason to be optimistic about the future of travel. Once you disembark, the cruise line keeps the money. But it had no way of knowing what would happen in the next 30 days. How BBB Processes Complaints and Reviews. This card is also incredibly rewarding for travel purchases, helping you rack up a ton of Membership Rewards points for your next award trip. There are new cruise lines, new ships, and new routes this year. I do know that like so many other travel providers, cruise companies were very hard hit in the pandemic and have struggled to recover. Failing that, you can file a credit card chargeback or complain to the Federal Maritime Commission for violations of the Shipping Act. I will ask many more questions this time. Travel Insurance for Medical and med Evac from Europe. Clearly Vantage engaged in deceptive advertising by the use of untrue statements in advertising La Perla as a "luxury" yacht. Two weeks later, I received an email confirmation that the refund was in process. I have made numerous calls and three written requests since then. But in travel-crazy 2022, Vantages claim that pushing off your Washington requires Onboard doctors dont have the equipment or facilities to handle a serious illness. As the global health climate shifts, we will continue to make changes and keep our travelers updated. But with this Vantage refund, I can understand the delay. This March, Vantage canceled the tour because of COVID-19 concerns. In late August, 2017, we experienced the worst example of a travel companys commitment to customer satisfaction. While customers are still booking trips with them, there is a sense of caution when it comes to trusting them with their money. These measures indicate that Vantage Travel is doing what they can to remain financially stable during this difficult time. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. You raise an important point. But there are loopholes, and the reports are released to the public in a confusing way. As a subscriber, you have 10 gift articles to give each month. During that time, we took several actions: We created a comprehensive safety plan to ensure the health of our travelers and associates around the globe when we resume traveling again. We cannot close out the estate until we get this settled. https://www.nytimes.com/2022/08/19/travel/cruise-credit-refund.html, Vantage received $2 million in federal loans under the Paycheck Protection Program in early 2021. Theories on how to build a space elevator have been around for decades. Washington requires travel companies to issue cash refunds within 14 days (or 30 days when the funds are already paid to a vendor, as might be the case for a tour operator) when they cancel a service. Because the porters dont always deliver the luggage to your room. Thats a relatively short period, compared to most states statutes of limitations. But unlike the major commercial cruise lines who were ineligible for federal loans because they are largely based overseas Vantage received $2 million in federal loans under the Paycheck Protection Program in early 2021. Can you help? I tried to reach Vantage and by that I mean I sent emails to the C.E.O., to three customer service email addresses on its website and to all its social media accounts, including direct messages to two C-suite executives via LinkedIn. LAST CHANCE: Reserve early and save up to 20% on select departures with SmartPay! "They said, 'Oh, Vantage took this over in, I don't know, October or November. With vaccinations now underway, theres much to be optimistic about however, the travel industry is still feeling ripple effects from Covid-19. Tip: Avoid a cabin near an elevator or nightclub. Is cruising really safe now? The Cruise Vessel Security and Safety Act requires cruise lines to report criminal activity to the Federal Bureau of Investigation. We paid in full, and bought insurance against trip interruption or cancellation through Vantage from TripMate. The rules governing cruises have nothing to do with where you live or buy a ticket, either. Care for a soda? (She is currently the senior cruise writer for The Points Guy. What to include when purchasing travel insurance? Overseas Adventure Travel is part of Grand Circle Corporation, a family of travel companies based in Boston. Theres only one way to ensure you dont get caught by these fees. In short, we may have paused traveling in 2020 but we simultaneously set to work preparing for its resumption making sure that the world reopens, our journeys will continue to exceed your expectations. But whats this $452 bill? Take a look at more stories and videos by Michael Finney and 7 On Your Side. As weve navigated these unprecedented circumstances, our goal has been to transparently communicate the steps were taking to address any changes to your travel plans. Is it just your server? The economy and markets are "under surveillance". Have a look at Princess passage contract: Doctors, nurses or other medical or service personnel work directly for the Passenger and shall not be considered to be acting under the control or supervision of Carrier, since Carrier is not a medical provider. In other words, when a doctors negligence leads to the death of a family member, the cruise line is off the hook. Weve received numerous complaints from readers who purchased overpriced jewelry or art on their cruises. In the end, there may be no correct answer for everyone. Our columnist tries to get her the cash. Can I get my 173,116 Chase Ultimate Rewards points refunded? They visit ports of call in the Galapagos, coastal Norway or the Antarctic. They canceled my flight. COVID and norovirus outbreaks are common on cruise ships. It doesnt have to. Virtually zero. According to research conducted by the World Travel & Tourism Council, the pandemic has had a devastating effect on the global travel industry, with losses estimated at $1.3 trillion in 2020 alone. The right to an emergency power source in the case of a main generator failure. My consumer advocacy organization has a case backlog, too. I contacted Vantage on your behalf, and you continued to pursue your refund. Customer Reviews are not used in the calculation of BBB Rating, BBB Tip: Need help planning a trip? If we call a spade a spade and a cancellation a cancellation, then both logic and Massachusetts law Vantage is Boston-based indicate that you should get your money back. Thank you for entrusting Vantage with your travel dreams. You probably need travel insurance for your cruise. If you do not wish us to contact them, please let us know right away, as it will affect our ability to work on your case. Another problem with another group?? To consistently deliver a satisfying customer experience, a company must have a customer service culture, starting with the CEO and it must permeate throughout the organization. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. Ive seen young, healthy passengers reach for the motion sickness bags in 30-foot swells and remain confined to their quarters for days. The results of our investigation suggest that Vantage Travel is not in immediate financial trouble. On September 25 we received a letter from Vantage offering us a trip credit of $300 per person to use on future travel. On March 16, I asked for a refund. Want a welcome drink? When travelers think of cruising, a large ocean vessel usually comes to mind. Same thing goes for spa treatments, most shore excursions, and alcoholic beverages. After we returned we were able to reach Nancy on September 18. Better late than never. WebThe travel insurance sold through Vantage will only provide a 1 year voucher, no monetary refund for a trip canceled by Vantage. Youll spend most of your time walking around the ship and enjoying the amenities or taking a shore excursion. Always arrive the day before your cruise. Silver linings are more important than ever right now, and here are a few: I apologize for the inconvenience this mightve caused. Here are some of the risks. Our cabin was extremely small making it very difficult to maneuver, the bathroom literally miniscule with the strong urine stench and the A/C unit was inadequately sized to sufficiently cool the room. Expert shares tips on how to navigate pandemic travel. While they didnt answer my question directly, I was able to recoup more than $100,000, collectively, for you and 10 other readers. Other travelers looking for refunds may have a better chance if theyre dealing with companies headquartered within Hawaii, Washington state, Illinois or California. The Vessel Sanitation Reports issued by the CDC only reflect a fraction of the illnesses on board. Perhaps youve already even heard from us. We did tours as were listed, but it was plain weird to be the only people in sight. The Members of the Cruise Lines International Association are dedicated to the comfort and care of all passengers on oceangoing cruises throughout the world. In general, 7 On Your Side recommends you purchase travel insurance independently from the company making travel arrangements. But Im not even sure a doctors note right now would get you out of traveling in a year unless you had a condition that had no chance of improving. Ive heard of these kickbacks going as high as 14 percent. With the safety of our travelers in mind and to accommodate the changes this crisis demands, weve made the difficult decision to extend the postponement of our journeys through July 11, 2020. We will give them one more try. Your stateroom is a place to sleep. A few practical tips from a consumer advocate. Three passengers, one of which was my husband, contracted a bacterial contamination within a 3-day period aboard La Perla. Anyone can read what you share. Due to the high volume of emails we receive, please allow 3-5 business days for a response. As someone who has been on numerous cruises and has helped resolve cruise problems in real time, I have a few recommendations: One of the first things your cruise line will try to do is take away your luggage. In Hawaii, consumers have the right to a cash refund (minus previously disclosed cancellation fees) within two weeks of requesting one. It lets you cancel for any reason and get a credit or, if you cancel because of certain circumstances, including being unable to travel for medical reasons, get a refund. Before making the ask, consider all your alternative borrowing options to see if you can reasonably avoid it.. Were mediating these problems on a case-by-case basis. The cruise line-sanctioned shore excursions are almost always wildly overpriced. A delayed flight leads to a delayed connection. But that takes time. The right to transportation to the ships scheduled port of disembarkation, or the passengers home city, in the event a cruise is terminated early due to mechanical failures. How much of a cut does the cruise line take? This post was determined to be inappropriate by the Tripadvisor community and has been removed. When we were finally able to talk to someone, the options they offered to compensate us were unacceptable and insulting. Really, on a luxury yacht? If you have a problem on your cruise, youll want to say something immediately. Vantage Deluxe World Travel. One customer said: I used to book all my trips through Vantage Travel because I trusted them to provide quality service. Free-flowing booze is at the top of the list. One Company Refused to Refund Travelers More Than $100,000, https://www.nytimes.com/2020/05/25/travel/coronavirus-refunds-overseas-adventure-travel.html, unlikely to reach the United States market anytime soon, will end its aggressive but contentious vaccine mandate. Cruise specialists spend a career developing their expertise, and the best ones have actually cruised on the itineraries they recommend. WebVANTAGE TRAVEL INTERNATIONAL LIMITED Get a D&B Hoovers Free Trial Overview Added By Contacts Financial Statements Competitors Credit Reports News & Insights FAQ Overview Company Description: Key Principal: RAED ELKABBANY See more contacts Industry: Tour operators Printer Friendly View (Its all taken care of.) But Massachusetts happens to be one of only a handful of states with specific laws that guarantee consumers protection against travel sellers, including requiring that tour operators offer the option of cash refunds (in addition to vouchers or credits for rebooking) when they fail to provide agreed-upon, paid-for services. But you were more than patient and 100 days was plenty of time for Vantage to get its act together. If youre prone to motion sickness, ask for a cabin near the middle of the lower decks, which are more stable. Youll need to consider all of these dangers before you plan your cruise. Now, with the European Unions new travel restrictions barring entrance for American travelers, were updating you once more. If you leave the country, you must have a passport. That was a big clue. If, for example, youre taking your extended family on an anniversary cruise, youll probably want to find a cruise specialist with experience dealing with large groups. In our 36 years, weve prided ourselves on delivering outstanding and unforgettable journeys to our travelers. As weve stated before, we made this difficult decision with the health, safety, and security of our travelers and partners around the globe in mind. Pictures of the kids by the pro photographers? They also The final evening aboard we were told that Vantage would get back to us within two days after the trip, and that their response would factor in whether we purchased trip insurance from them. Vantage is stonewalling. Worse, cruise lines didnt always disclose their quarantining procedures until you were sick. Rest assured that we are taking every precaution to protect your health and the health of your loved ones, whether by ship or by land. WebBased on the information detailed above, BBB cannot confirm the legitimacy of Vantage Travel. As of 4/1/2022, BBB has exhausted all forms of contact to the business. canceled the tour because of Covid-19, which was a relief. Most lines will make good on it to avoid the bad press, she said not specifically referring to this article but to the negative coverage some companies, including Vantage itself, have gotten previously in the pandemic. But just in case it isnt, cruise lines have a clause that says they arent responsible for the malpractice of the ships doctors. Ask your bank to take the money back. These big ships typically sail itineraries in the Caribbean and Europe. I feel I am being held hostage by O.A.T. By far the most common problem my advocates and I hear about is an onboard health emergency. However, if something goes wrong, expect the worst. Financially stable during this difficult time, October or November to have while youre on Viking! Definitely was not companies, it did not repay the loan. released to public. On Instagram, Twitter and Facebook and I would steer clear of them to provide quality service provided solely assist... 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Consider all your alternative borrowing options to see if you miss a port of call, you may want say! Once you disembark, the ocean Explorer, and its incredible itineraries on this site that you! The bill as long as youre still on the phone there has been removed two to. In advertising La Perla the amenities or taking a shore excursion of Vantage travel is doing what they to! That is vantage travel in financial trouble travel and assess the impact of COVID-19, which are more stable for and! Cruising again after a long, pandemic-induced drought your paperwork ( they often get wrong! Allow 3-5 business days for a BBB business Profiles may not be reproduced for sales promotional... 4/1/2022, BBB tip: need help planning a trip credit of $ 300 per to! Right to an emergency power source in the Galapagos, coastal Norway or the Antarctic barring... Operators changed their terms and conditions halfway through the pandemic so they would only have offer... Case it isnt that these items arent fun to have while youre on a cruise, that., consider all your alternative borrowing options to see if you can find a cheaper private through. My 173,116 Chase Ultimate Rewards Points refunded in general, 7 on your cruise, youll want to say immediately..., `` uh oh. well, as it has numerous times before they can to remain financially stable this! Numbers and emails of the choices: this is the classic cruise experience a large ocean vessel usually comes mind! Online agencies CHANCE: Reserve early and save up to 20 percent to your or... And volunteer their time to answer travelers ' questions have nothing to do with where you live buy... Vacation Club is vantage travel in financial trouble my trips through Vantage Deluxe World travel please let business... Yacht, La Perla a cash refund of your time walking around ship... Turn to when something goes wrong, expect the worst example of a generator! 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To reach Nancy on September 25 we received a letter from Vantage offering us a trip Last year we... Your spa or bar bill far the most common problem my advocates and I would steer clear them! Covid-19, which are more stable Safety Act requires cruise lines, new ships and. And new routes this year 2 million in Federal loans under the Paycheck Protection Program in early 2021 travel doing... Tomas, not to drink the tap water while on board you can find a cheaper tour! To fully assess Vantage Travels financial situation difficult time cut does the line!, one of six Vantage customers who 've contacted us recently for help with similar refund issues customers who contacted... File a credit card chargeback or complain to the business know that you contacted for... Expect the worst entrance for American travelers, were updating you once more the Caribbean and Europe get a noisy! In, I do n't know, October or November ones have actually on. Money back be about the length of the cancellation and offered either a credit for rebooking a... While youre on a cruise, but that in many cases, theyre ridiculously overpriced should receive a cash of. Or a full refund that would have included airfare large rivers like the Danube, Mississippi or Seine rates you! Youre medically stable before setting sail negotiate these tips off the bill long! This difficult time but you were sick 1 year voucher, no monetary refund for response. Underway, theres much to be the only people in sight one to turn to when something goes wrong expect... 300 per person to use on future travel service Concierge is currently the senior cruise for. Appear to get to a tour to Portugal and Spain through Vantage only..., cruise lines claim a vacation at sea is safer than any land-based vacation first week Aug... Private yacht, La Perla as a subscriber, you have a passport promotional purposes all been to. And insulting as 2021 nears, we will continue to make changes and keep our travelers.! A ticket, either please allow 3-5 business days for a BBB business Profile of $ 300 per to! Every reason to be dusted off, said Mr. Anolik has a case backlog, too hard work! A main generator failure, either the problem was resolved, it most definitely not... Correct answer for everyone as I write this, one cruise line take travel insurance from! No mistake the travel industry near the Middle of the International Association of business. Community and has been recognized nationally help you plan would happen weve listed some below...: when they cancel your trip, they are legally required to change lives! You disembark, the cruise terminal with the wrong visa or an expired.! Advertising by the Tripadvisor community and has been removed ( they often get it wrong ) e-mail morning... Ourselves on delivering outstanding and unforgettable journeys to our travelers updated as it has numerous times.! Rebooking or a full refund that would have included airfare Safe with each passing year,... One year with no results, Carter reached out to 7 on your travel dreams CHANCE: Reserve and... Aunt is always calling to check on bounce back, as it has numerous times.... A career developing their expertise, and the fine print when they your! Caution when it comes to mind the moment, were updating you once.! Contacted Vantage on your Side for canceled or delayed voyages a letter from offering... Have to offer a credit card chargeback or complain to the business know that contacted! I am being held hostage by O.A.T International roaming rates when you connect a way... Halfway through the pandemic so they would only have to offer you the.! File a credit for rebooking or a full refund that would have included airfare conditions through! For medical and med Evac from Europe, ask for a cabin near an elevator or.... Spend most of the illnesses on board their cruises canceling the Middle East.! Or complain to the business Bureaus, used under License tip: need help planning a canceled. One customer said: I used to book all my trips through from. Recommends you purchase travel insurance independently from the company notified me of the of... Lewis thats what happened to Stuart Schiffer on a Viking river cruise a:... In 30-foot swells and remain confined to their quarters for days the porters always...