Donald of Huntsville AL (08/11/08) My wife and I purchased a China tour in March 08---trip was to be in October 08. We also purchased their travel insurance supposedly to cover concellation for any reason -- from Trip Mate. We paid them 1268 deposit and for the trip insurance.
Because of the major earthquakes in China, the spread of disease due to faulty water supplies and the predictions of future earthquakes (a major one occurred within the last week), we elected to cancel 121 days before the tour was to begin -- over 4 months ahead. What we received was a cash refund of 300 of our 1268 -- less cancellation fees of 200 a person, and less the 560 insurance premium.
The insurance company stated that cancellation was not for any of our covered reasons even though they had previously stated good in case of cancellation for any reason. They have refused to give us our money back -- despite the fact we cancelled over 4 months prior to the tour and they had very little out of pocket expenses on our behalf.
The result was that we are out 968 for a trip we never took and that we DID cancel, by certified mail, in plenty of time. We wrote them, tried dealing with our credit card company and the Better Business Bureau, all to no avail. I feel that GCT was very unethical, fraudulent regarding their trip insurance, and unresponsive in not returning our money. In addition they gave us 400 in travel vouchers for another trip to be taken within one year -- non transferable. I promise you, we will never again book with this company, and we will do our best to propagate this message to all our friends and acquaintences who travel.
DO NOT deal with this company if there is the remotest chance you may have to cancel...they are unethical.
Dee of Mesa, AZ August 9, 2008
Dee of Mesa AZ (08/09/08) My wife and I booked a trip to Egypt along with a trip extension to Israel with Grand Circle Travel in May 2008. The cost of this trip extension was 995 per person. All the travel brochures and trip itineraries specified that our hotel accommodations on the Israel portion of the trip would be the Olive Tree Hotel in Jerusalem. Our final travel documents also stated that the hotel would be the Olive Tree, as did the information sheet they sent us with instructions to distribute to family and friends, that they would be able to locate us should the need arise. In addition, we phoned the Grand Circle offices in Boston while en-route from Vienna Austria on June 8, 2008 to confirm our accommodations, as we would be arriving late due to flight delays and might have to find the hotel ourselves. Once again, we were assured that our hotel was the Olive Tree in Jerusalem.
Upon arrival, a day late due to delays, we were met by a Grand Circle representative. We boarded a bus to be transported to the hotel and not until we passed by the Olive Tree Hotel were we informed of the fact that we would not be staying there. Instead we were taken to the Ritz Hotel.
The Ritz Hotel cannot be seen as equal to the Olive Tree or even similar. The rooms are small and cramped with worn and minimal furnishings, not even a lamp or room safe. We were required to leave a 20 deposit just to get a hair dryer to use. There was no shower door on the shower, and towels had to be placed around the shower base to prevent the entire bathroom from flooding. In addition the hotel is located in an unsafe Palestinian neighborhood. The adjoining car lot has a barbed wire fence around it. Some of our fellow travelers heard gun shots at night. The included breakfast each morning included no hot food and the only eggs available were cold hard boiled. We have photos available which we have provided to Grand Circle to prove our case.
While on the trip, Grand Circle gave all the travelers a 50% credit on an optional trip of 130. We do not agree that this is be adequate compensation for the misery of being switched to these substandard accommodations. We mailed a letter of complaint to Grand Circle, and after no response sent emails with photos of the conditions at the Ritz Hotel on two separate occasions to the quality control department and still have received no response of any kind regarding our complaint. Had the hotel been even remotely similar to the promised hotel we would be complaining. Being forced to stay there truly marred the entire trip to Israel.
Marshall of Coronado, CA July 3, 2008
Marshall of Coronado CA (07/03/08) On or about April 17, 2008 we received an e-mail regarding special savings on a river trip in Holland from Grand Circle Travel. The trip was to depart April 29, 2008 ( less than 2 weeks). I made a call to inquire about this offer. The offer included air from New York with an add of about 300.00 for departure from Los Angeles. I believe the entire expense was to be about 4500.00 including insurance. The sales person told us that if we wanted to travel business class we could fly from San Diego directly to Holland. This addition would be about 6000.00 over the basic flight charges. I asked about the schedule and he said I must leave my credit card number to hold the cabin on the boat until he researched the flights. I did not authorize any charge.
The next day I received his proposed flights requiring us to go to LA and stay overnight and then to change planes in New York and somewhere else that I can no longer remember. This was both directions. In addition to a hugh expense , the trip was very inconvenient. I immediately told him that the flights were not acceptable and that we would travel another time. On April 18 a charge appeared on my credit card for 11, 546.06. I immediately told the card company that I did not authorize the charge. I am having trouble getting them to remove the charge since I did leave my card number.
I had traveled with Grand Circle previously and they already had my card number. Grand Circle tells me to apply for the insurance. This would not be ethical since I did not authorize the charge and since the tickets were never issued. Grand Circle has removed all the information concerning the reservation from the web site and the dates and charges might vary very slightly for the actual numbers, but they are very close.
Jim of Berkeley Springs, WV July 2, 2008
Jim of Berkeley Springs WV (07/02/08) I was requested to send info about Passport, DOB, and emergency contact about a planned trip. The form with the info was sent. Several weeks later I received a request to contact Grand Circle about my name on the air ticket. Upon contacting them I was told my paper work had not been received. Also, I would have to pay 150.00 ticket re-issue fee to United. Circle told me since my name did not match my passport the ticket must be re-issued. No match, no boarding! I was also told the tickets were issued June 4. The request for name verification arrived to my travel partner and myself was June 7.
Circle Travel had purchased the tickets BEFORE confirming the names on the air tickets. My name is James but upon initial contact I used Jim. I had paid in full upon the initial contact and used James with my credit card. They had that info! I explained to a customer Rep that Circle Travel gave me the option to mail or send the info by email. I selected mail. They were insistent that I pay the 150 to change my name on the ticket. I was flying from Dulles to Boston. The passport name issue was a mute point. I did not have to show the passport to get the boarding pass.
Finally Circle agreed to pay half, 75, toward the change. I refused the offer stating I followed their option of mailing the form. I followed procedure, they, Circle Travel, had purchased the tickets PRIOR to confirming names. Also the passport excuse seamed strange. Later I called United and was told that Jim is a nickname of James and I would be allowed to board. Obviously, I need not show a passport. Was this a scam to get more money out of the traveler? I will experience the trip August 15 - September 2, 08. I'm wondering what else is going to happen with this company and my travel friends. We will see!
Two hours on the phone with a so-called customer rep that was absolutely not going to help and totally unable to LISTEN to the customers side. She constantly used the term if you mailed it. I responded by if you mailed it to me, then I returned it. Economic? If Circle Travel did something to NOT allow me to board, as cancelling the ticket for re-issue, I will not make it to Boston when the tour starts. I will be out about 2300.00. The hassle on the phone with the rep was exhausting. I was furious when I hungup. This seems to be the start of a nightmare.
John of Meas, AZ June 11, 2008
John of Meas AZ (06/11/08) I received an invitation to purchase a trip with said company. This invitation was sent to me via an e-mail directed to me specifically as I am a past customer. Remember now this was not an advertisment but a personal e-mail. The offer was stated that it was a Special Exclusive Offer, a value of up to 2400.00 on select River Cruises-reserve by 6/6/08. This offer is being offered only to our best customers.
It further stated that if I reserved any of the River Cruise departures they would give me the following: #1 A free upgrade to the Best Available Cabin- a value of up to 1400.00 per couple, #2 Up to an additional 1000.00 per couple in Travel Credits to apply to these departures for a total value of up to 2400.00 per couple.
They offered three (3) trips to choose from. (A) Eastern Europe to the Black Sea- 13 days from only 2595.00 valid for these departure dates only: August 25; September 19, 28; October 5; 20; 2008. (B) Russia Revealed: Moscow to St. Petersburg-16 days from only 2995.00 valid for these departure dates only: August 25; September 8; 22; October 6, 2008. (C) The Seine: Paris to Normandy-13 days from only 3095.00 valid for these departure dates only: August 20; September 3; 17; October 1; 15, 2008. Refer to this code when reserving: EBGG119.
Based on this invitation I chose the Eastern Europe to the Black Sea trip and computed my trip from the information supplied. 2595.00 for the basic trip departing NY (which is standard), and applying 300.00 for additional air fare so as to be able to depart LA, applying the free upgraded cabin to the Serenade Deck, deducting the 500.00 cabin credits allowed and I came up with a sub total of 2395.00 while GCT said the sub total should be 3295.00. That's a total of 900.00 difference. To these prices there would be other items of cost to be either added or subtracted but would be the same for both price structures in general.
The complaint here is that GCT operates off another pricing schedule rather than the one they promote. Also, in the figuring of the final total cost GCT operates from many other charts and schedules that are not offered to be reviewed at the time of totaling up the purchase. (This is always done over the phone). For example, on this trip the PTC entered 380.00 for the trip insurance cost for my trip. When looking through the tables that I obtained from there web site after cancelling the trip do to the circumstances stated above, it is stated in their tables that my travel insurance should have costed out at 335.00. An over charge of 45.00.
In cancelling the trip, GCT wants to collect a 10% cancellation fee of 463.00. They then called back and restated the fee as being 348.72, when the full charge for the trip ended up at 3989.26 and 10% of that is 389.27. It's obvious that these travel companies are not sufficiently controlled and they therefore can do pretty much what want without repercussions, and this is wrong.
This fiasco isn't over yet but it looks like I am going to be out a cancellation fee for which I don't feel I should be held responsible fordue to the way I was handled and the shortness of time between booking the trip and the attempt to
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