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:05/10/2023

  Type:Customer Service 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.

  We sailed to Greenland on Sept 2nd on the ******** Legend. Because of weather the ship did not port in Nanortalik, Greenland. We booked a iceberg tour with Sandra's Cruise Tours. We confirmed the excursion was totally refundable if the shipped failed to arrive in port.
  Sandra is now claiming the excursion was not refundable and is only offering a 50% refund. We have documentation that clearly states (from Sandra) that the excursion will be refunded 100% if the ship doesn't port.
  She is sending out nasty letters and telling people to file with their private insurance for a refund. Th** ** ***** ******* *** ********* ******** **** ***** ***** ** ** **** *********** *** ********

  Business Response

  Date: 12/10/2023

  This tour in Nanortalik Greenland was advertised as non
  refundable.  The terms and conditions as well as refund policy state all
  tours are refundable unless otherwise stated in tour description.   
   See attachment called Greenland Tour Descriptions where it is noted that
  the Greenland ports are non refundable due to remote location. 

   See
  copy called terms,  which shows my Refund and Cancellation Policy,
  explaining not refundable in some ports and will be noted on tour description. Also see tour
  descriptions for Nanortalik and the other port in Greenland which clearly note those ports are non refundable due to remote location.  I have
  also attached the booking form from this customer showing she agreed to the
  terms, in fact a booking cannot be made unless a customer  agrees to the terms and confitions including refund and cancellation policy.

  Even though these ports were non refundable   i have offered customers either a 50% refund,  documents for insurance claims, or ability to transfer the full amount to future bookings.  This was done in good faith,  again remembering the tours in Greenland are non refundable.

  See attachment called agree to terms booking. 
  This is this customers booking form, note the customer ticked I agree to terms
  and conditions.

  I have also attached copies of the credit card processing, showing the customer was refunded for ports that were refundable.  I work by my terms  and only Greenland ports are non refundable.  I quickly refunded the other ports, within days.
  

  This customer clearly agreed to the terms, however now that Greenland was
  missed, the customer is disputing the very terms agreed to as shown on the
  customers booking form and ticked..  There is a facebook group of a select number of customers,  who are initiating all these actions.  I have been doing tours for years and have not had complaints as you can see.  This year i had 23000 customers,  but this group have come together, people i have never dealt with before for the most part, and are doing these complaints cumulatively.
  
  I
  offer tours all through Europe May thru to end of October this year, Asia and
  other places.  Only Greenland is an issue and having complaints filed as
  only Greenland is non refundable.   Even though non refundable i
  offered all customers the following as noted above,  many of whom either transferring the
  funds to 2024 bookings or taking the 50% refund.
  
  Here is an email sent to all customers offering them various options, even
  though the tour was non refundable.
  
  If you can reply to this email with one of the following in the subject line:
  That will indicate your choice from below. The refund amount will be 50% at
  this time, and  a second refund when all chargebacks are finalized and
  funds re recovered through chargebacks distributed in a second refund
  
  If you have filed a chargeback nothing will be refunded by me.  As noted
  it is now in the hands of the bank.  Insurance policies have approved
  claims made for recovery of costs using documentation I can provide.
  
  Please reply to this email with subject line noting:
  OPTION ONE   
  OPTION TWO
  OPTION THREE
  OPTION FOUR
  
  OPTIONS
  1. Two separate refunds.  I accept the refund offered. 50% of the total
  for Greenland and / or  Qaqortoq, with any additional funds recovered from
  chargebacks to be further refunded when they are settled.   I
  understand there will be no further actions by Sandra Oleary Sandras Cruise
  Tours to recover more funds on my behalf.  I agree there will be no
  further action taken by me to recover additional funds from Sandra Oleary
  Sandras Cruise Tours  via credit card charge back.   Once all
  charge backs have been decided upon by issuing banks, any other additional
  funds will be refunded on a prorated basis.
  
  2. I do not accept the refund offered.  I understand there will be no
  further action taken by Sandra Oleary Sandras Cruise Tours to recover more
  funds on my behalf.
  
  3. I have travel insurance other than ******** insurance, and would prefer
  insurance documents to make a claim for 100% under my insurance policy. 
  Should insurance not cover my claim, I understand Sandra Oleary Sandras Cruise
  Tours will refund the amount noted above if documents are forwarded to
  **************************** showing the insurance claim was denied.
  
  4.Transfer funds to future bookings

  
  

• Initial Complaint

  Date:23/09/2023

  Type:Customer Service 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.

  I booked an excursion with this company in Greenland for Sept 9, 2023. The ship didn’t port in Greenland and so the excursion didn’t happen. According to her website, she will issue full refunds of ship doesn’t port. She is refusing to issue refunds and has made comments to the group on ******** that she will try to issue 25% refunds. I am not satisfied with that and have not received any refund nor communication from this company. I have also filed a dispute with my credit card company.

  Business Response

  Date: 12/10/2023

  The tours in Greenland were cancelled by ship due to weather.  Greenland ports were advertised as non refundable due to remote location.  Qaqortoq is the  tour this customer booked, and it was  advertised as non refundable. ( see tour description attached)  The terms and conditions as well as refund policy state all tours are refundable unless otherwise stated in tour description.     See attachment called Greenland Tour Descriptions where it is noted that the Greenland ports are non refundable due to remote location.   See copy called terms,  which shows my Refund and Cancellation Policy, explaining not refundable in some ports and the non refundable applies to only Greenland, of all ports i offer tours in.    I have also attached the booking forms from this customer showing she agreed to the terms.

  If you review images the customer provided herself, specifically image IMG_4340 it states tours are refundable unless otherwise noted on tour description.   If you view the tour descriptions for Greenland attached it clearly  notes non refundable.

  
  However,even though these are advertised as non refundable, I have spent hours and weeks on this i have managed to secure some refund  and have emailed all guests with options, which coincide with my terms stating i will try to recover what I can, and refund it.  Here are the options that were provided to all guests... 50% now and anything else recovered a second refund,  option to file with insurance company i would provide docs, or transfer the credits to future bookings.  Even though this is non refundable  I have worked endlessly on this.   There are very few customers who have not accepted the 50% refund offer and happy to do so, knowing it was not refundable when they booked.

  
  No booking can be submitted without accepting the terms and conditions, again which state fully refundable unless otherwise noted.  Greenland per the attachments,  in otherwise noted.  I still worked weeks to retrieve what I could.   See attachment called Steenburg agreed to terms. This is this customers booking form, note the customer ticked I agree to terms and conditions.

  
  This customer clearly agreed to the terms, the terms clearly state refundable unless other wise noted on tour description, and the tour description clearly shows non refundable due to remote location.  The customer is disputing the very terms agreed to as shown on the customers booking form and ticked..
  
  I offer tours all through Europe May thru to end of October this year, Asia and other places.  Only Greenland is an issue and having complaints filed as only Greenland is non refundable.   Even though non refundable i offered all customers the following,  many of whom either transferring the funds to 2024 bookings or taking the 50% refund.
  
  Here is an email sent to all customers offering them various options, even though the tour was non refundable.
  
  If you can reply to this email with one of the following in the subject line: That will indicate your choice from below. The refund amount will be 50% at this time, and  a second refund when all chargebacks are finalized and funds re recovered through chargebacks distributed in a second refund
  
  If you have filed a chargeback nothing will be refunded by me.  As noted it is now in the hands of the bank.  Insurance policies have approved claims made for recovery of costs using documentation I can provide.
  
  Please reply to this email with subject line noting:
  OPTION ONE   
  OPTION TWO
  OPTION THREE
  OPTION FOUR
  
  OPTIONS
  1. Two separate refunds.  I accept the refund offered. 50% of the total for Greenland and / or  Qaqortoq, with any additional funds recovered from chargebacks to be further refunded when they are settled.   I understand there will be no further actions by Sandra Oleary Sandras Cruise Tours to recover more funds on my behalf.  I agree there will be no further action taken by me to recover additional funds from Sandra Oleary Sandras Cruise Tours  via credit card charge back.   Once all charge backs have been decided upon by issuing banks, any other additional funds will be refunded on a prorated basis.
  
  2. I do not accept the refund offered.  I understand there will be no further action taken by Sandra Oleary Sandras Cruise Tours to recover more funds on my behalf.
  
  3. I have travel insurance other than Carnival insurance, and would prefer insurance documents to make a claim for 100% under my insurance policy.  Should insurance not cover my claim, I understand Sandra Oleary Sandras Cruise Tours will refund the amount noted above if documents are forwarded to **************************** showing the insurance claim was denied.
  
  4.Transfer funds to future bookings

• Initial Complaint

  Date:22/09/2023

  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.

  I paid for two tours in Greenland while we were to be visiting on the Carnival Legend. The total for the two tours is listed above. Final payment was made on July 3, 2023. 100 percent of the fees were guaranteed back if he ship did not make the port stops. We did not make those stops and ****** has given as a run around with money back for the excursions that did not happen

  Business Response

  Date: 11/10/2023

  This tour was advertised as
  non refundable.  The terms and conditions as well as refund policy state
  all tours are refundable unless otherwise stated in tour description. 
     See attachment called Greenland Tour Descriptions where it is
  noted that the Greenland ports are non refundable due to remote location. 
   See copy called terms,  which shows my Refund and Cancellation
  Policy, explaining not refundable in some ports as noted for Greenland. Also
  see tour descriptions which clearly note Greenland not refundable.   I have also attached the booking forms from this customer showing she agreed to the terms,  called booking  and booking 2.

  However, i have managed to secure some refund from operator and have
  emailed all guests with options, which coincide with my terms stating i will
  try to recover what I can, and refund it.  Here are the options that were
  provided to all guests... 50% now and anything else recovered a second
  refund.  Even though this is non refundable  I have worked endlessly
  on this.   There are very few customers who have not accepted the 50%
  refund offer and happy to do so, knowing it was not refundable when they booked.
  No booking can be submitted without accepting the terms and conditions, again
  which state fully refundable unless otherwise noted.  Greenland per the
  attachments,  in otherwise noted.  I still worked weeks to retrieve
  what I could.   See attachment called agree to terms booking. 
  This is this customers booking form, note the customer ticked I agree to terms
  and conditions.
  This customer clearly agreed to the terms, however now that Greenland was
  missed, the customer is disputing the very terms agreed to as shown on the
  customers booking form and ticked..

   

  I offer tours all through Europe May thru to end of October this year, Asia and other places.  Only Greenland is an issue and having complaints filed as only Greenland is non refundable.   Even though non refundable i offered all customers the following,  many of whom either transferring the funds to 2024 bookings or taking the 50% refund.

  
  Here is an email sent to all customers offering them various
  options, even though the tour was non refundable.
  
  If you can reply to this email with one of the following in the subject line:
  That will indicate your choice from below. The refund amount will be 50% at
  this time, and  a second refund when all chargebacks are finalized and
  funds re recovered through chargebacks distributed in a second refund
  
  If you have filed a chargeback nothing will be refunded by me.  As noted
  it is now in the hands of the bank.  Insurance policies have approved
  claims made for recovery of costs using documentation I can provide.
  
  Please reply to this email with subject line noting:
  OPTION ONE   
  OPTION TWO
  OPTION THREE
  OPTION FOUR
  
  OPTIONS
  1. Two separate refunds.  I accept the refund offered. 50% of the total
  for Greenland and / or  Qaqortoq, with any additional funds recovered from
  chargebacks to be further refunded when they are settled.   I
  understand there will be no further actions by ****** Oleary Sandras Cruise
  Tours to recover more funds on my behalf.  I agree there will be no
  further action taken by me to recover additional funds from ****** Oleary
  Sandras Cruise Tours  via credit card charge back.   Once all charge
  backs have been decided upon by issuing banks, any other additional funds will
  be refunded on a prorated basis.
  
  2. I do not accept the refund offered.  I understand there will be no
  further action taken by ****** Oleary Sandras Cruise Tours to recover more
  funds on my behalf.
  
  3. I have travel insurance other than Carnival insurance, and would prefer
  insurance documents to make a claim for 100% under my insurance policy. 
  Should insurance not cover my claim, I understand ****** Oleary Sandras Cruise
  Tours will refund the amount noted above if documents are forwarded to
  [email protected] showing the insurance claim was denied.
  
  4.Transfer funds to future bookings

  Customer Answer

  Date: 12/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20643519, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:20/09/2023

  Type:Customer Service 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.

  Ms. ****** ******* represented herself as Sandra's Cruise Tours. She took money for 2 tours in Greenland. Greenland ports of call were cancelled on the cruise ship we were on and now she's telling us that the vendors at those 2 ports of call will not refund more than 25% of the cost.
  
  We have had no contact with the vendors and must rely on her comments.

  Business Response

  Date: 12/10/2023

  The tour in Nanortalik Greenland was advertised as non refundable. The tour
  in Qaqortoq Greenland was advertised as non refundable.  These are the only two ports worldwide where I
  offer tours, that are non refundable, and it is due to the remote
  location.   The terms and conditions as well as refund
  policy state all tours are refundable unless otherwise stated in tour
  description.     See attachment called Greenland Tour
  Descriptions where you can see it noted on each description that the Greenland
  ports of Nanortalik and Qaqortoq are non refundable due to remote location. 
  See copy called terms, 
  which shows my Refund and Cancellation Policy, explaining tours are fully
  refundable unless otherwise noted on the tour description. Also see tour
  descriptions attached for Nanortalik  and
  Qaqortoq where it is noted not refundable due to remote location.
  I have also attached the booking
  form from this customer showing customer  agreed to the terms and conditions, which
  clearly note the refund policy for above.  
  A booking cannot be made unless a customer agrees to terms and
  conditions which are available always on the website, and also when filling out
  the booking form you are prompted to read them. 
  Only when you tick you agree to the terms, will a submit button appear.
  Even
  though these ports were non refundable   i have offered customers
  either a 50% refund,  documents for insurance claims, or ability to
  transfer the full amount to future bookings.  This was done in good faith, 
  again remembering the tours in Greenland are non refundable.
  See attachment called bookings
  whereby it shows the customer agreed to terms and conditions which include
  refund and cancellation policy.  Note the customer ticked I agree to terms
  and conditions.
  I have also attached copies of
  the credit card processing, showing the customer was refunded for ports that
  were refundable.  I work by my terms  and only Greenland ports are
  non refundable.  I quickly refunded the other ports, within days.
  This
  customer clearly agreed to the terms, however now that Greenland was missed,
  the customer is disputing the very terms agreed to as shown on the customers
  booking form and ticked..  There is a facebook group of a select number of
  customers,  who are initiating all these actions.  I have been doing
  tours for years and have not had complaints as you can see.  This year i
  had 23000 customers,  but this group have come together, people i have
  never dealt with before for the most part, and are doing these complaints
  cumulatively.
  
  I offer tours all through Europe May thru to end of October this year, Asia and
  other places.  Only Greenland is an issue and having complaints filed as
  only Greenland is non refundable.   Even though non refundable i
  offered all customers the following as noted above,  many of whom either
  transferring the funds to 2024 bookings or taking the 50% refund.
  
  Here is an email sent to all customers offering them various options, even
  though the tour was non refundable.
  
  If you can reply to this email with one of the following in the subject line:
  That will indicate your choice from below. The refund amount will be 50% at
  this time, and  a second refund when all chargebacks are finalized and
  funds re recovered through chargebacks distributed in a second refund
  
  If you have filed a chargeback nothing will be refunded by me.  As noted
  it is now in the hands of the bank.  Insurance policies have approved
  claims made for recovery of costs using documentation I can provide.
  
  Please reply to this email with subject line noting:
  OPTION ONE   
  OPTION TWO
  OPTION THREE
  OPTION FOUR
  
  OPTIONS
  1. Two separate refunds.  I accept the refund offered. 50% of the total
  for Greenland and / or  Qaqortoq, with any additional funds recovered from
  chargebacks to be further refunded when they are settled.   I
  understand there will be no further actions by Sandra Oleary Sandras Cruise
  Tours to recover more funds on my behalf.  I agree there will be no
  further action taken by me to recover additional funds from Sandra Oleary
  Sandras Cruise Tours  via credit card charge back.   Once all
  charge backs have been decided upon by issuing banks, any other additional
  funds will be refunded on a prorated basis.
  
  2. I do not accept the refund offered.  I understand there will be no
  further action taken by Sandra Oleary Sandras Cruise Tours to recover more
  funds on my behalf.
  
  3. I have travel insurance other than Carnival insurance, and would prefer
  insurance documents to make a claim for 100% under my insurance policy. 
  Should insurance not cover my claim, I understand Sandra Oleary Sandras Cruise
  Tours will refund the amount noted above if documents are forwarded to
  **************************** showing the insurance claim was denied.
  
  4.Transfer funds to future bookings
  

• Initial Complaint

  Date:20/09/2023

  Type:Customer Service 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.

  We purchased a tour in Greenland from ******. She mentioned many times it was refundable. We never made it to Greenland and she is now refusing to issue refunds. She is now saying 25% which is not acceptable. She did not provide the service therefore refunds are due. She should be covered by insurance. If not that’s on her. But she can’t get away with this. Apparently this isn’t the first time she has done this. She needs to refund us all our money or be shut down

  Business Response

  Date: 11/10/2023

  This tour was advertised as non refundable.  The terms and conditions as well as refund policy state all tours are refundable unless otherwise stated in tour description.  The customer who filed this complaint sent a screenshot of our conversation stating exactly that, see attachment called IMG_1970.png submitted by the customer herself.  It says refundable but not all operators follow this policy and it will be noted on the tour description.   See attachment called Greenland Tour Descriptions where it is noted that the Greenland ports are non refundable due to remote location.   See copy called terms,  which shows my Refund and Cancellation Policy, explaining not refundable in some ports as noted for Greenland.   However, i have managed to secure some refund from operator and have emailed all guests with options, which coincide with my terms stating i will try to recover what I can, and refund it.  Here are the options that were provided to all guests... 50% now and anything else recovered a second refund.  Even though this is non refundable  I have worked endlessly on this.   There are very few customers who have not accepted the 50% refund offer and happy to do so, knowing it was not refundable when they booked.

  No booking can be submitted without accepting the terms and conditions, again which state fully refundable unless otherwise noted.  Greenland per the attachments,  in otherwise noted.  I still worked weeks to retrieve what I could.   See attachment called agree to terms booking.  This is this customers booking form, note the customer ticked I agree to terms and conditions.

  This customer clearly agreed to the terms, however now that Greenland was missed, the customer is disputing the very terms agreed to as shown on the customers booking form and ticked..

  If you can reply to this email with one of the following
  in the subject line: That will indicate your choice from below. The refund
  amount will be 50% at this time, and  a second refund when all chargebacks
  are finalized and funds re recovered through chargebacks distributed in a
  second refund
  
  If you have filed a chargeback nothing will be refunded
  by me.  As noted it is now in the hands of the bank.  Insurance
  policies have approved claims made for recovery of costs using documentation I
  can provide.
  
  Please reply to this email with subject line noting:
  OPTION ONE   
  OPTION TWO
  OPTION THREE
  OPTION FOUR
  
  OPTIONS
  1. Two separate refunds.  I accept the refund offered. 50% of the total for Greenland and / or  Qaqortoq, with any additional funds recovered from chargebacks to be further refunded when they are settled.   I understand there will be no further actions by ****** Oleary ******s Cruise Tours to recover more funds on my behalf.  I agree there will be no further action taken by me to recover additional funds from ****** Oleary ******s Cruise Tours  via credit card charge back.   Once all charge backs have been decided upon by issuing banks, any other additional funds will be refunded on a prorated basis.
  
  2. I do not accept the refund offered.  I understand there will be no further action taken by ****** Oleary ******s Cruise Tours to recover more funds on my behalf.
  
  3. I have travel insurance other than ******** insurance, and would prefer insurance documents to make a claim for 100% under my insurance policy.  Should insurance not cover my claim, I understand ****** Oleary ******s Cruise Tours will refund the amount noted above if documents are forwarded to **************************** showing the insurance claim was denied.
  
  4.Transfer funds to future bookings

  Customer Answer

  Date: 12/10/2023

   I am rejecting this response because: in her own words ****** has stated multiple times that the tour was refundable if the ship did not dock. See attached. This isn’t the first time she has stolen peoples money. This is a pattern with her each and every time! There’s no way over 900 passengers would have given her over 50k that is non refundable. This is a scam that this tour operator runs. Is she licensed, bonded or insured to cover these losses? It appears not. The email from ****** is NOT a chargeback as ****** is now trying to tell people. It was 100% a refund. She owes us all a full refund. Nothing more nothing less and that is exactly what needs to happen. Again in her own words she states 100% refund. That’s why we all took the chance with her. Never again. 900 passengers are out hundreds of dollars and she’s in Japan on our dime right now. This has to stop. 
  

  i have sent you screenshots in previous messages now it won’t let me 
  
  
  

  
  

  Business Response

  Date: 18/10/2023

   I take issue with the comments made by this person.

  This isn’t the first time she has stolen peoples money. This is a pattern with her each and every time!  Who is she to say this?  Does she have FACTUAL PROOF NOT ASSUMPTIONS that this is a pattern and i have stolen peoples money.  This is slander.

  There’s no way over 900 passengers would have given her over 50k that is non refundable.

  How can she speak for others? 

  This is a scam that this tour operator runs.

  Does she have proof this is a scam?  Show the scam please.   I did not have 21000  customers last year and 23000 customers this year becuase i am a scam.

  She owes us all a full refund. Nothing more nothing less and that is exactly what needs to happen. Again in her own words she states 100% refund. That’s why we all took the chance with her. 

   

  The terms and conditions clearly state, even if a tour is refundable, refunds will be sent less fees, charges, currency conversion etc.  All guests were offered 50% refund with a second refund to follow once all fees and associated costs are determined, OR, 100% future credit, and other options.

  This guest rejected all options.

  Terms and conditions are attached which outline exactly what i have said above.   If this were treated as a refundable tour,  it would still be what i have available to me, 50% with the balance of the refund to follow... which is what the email sent to guests stated - totally in line with the terms and conditions which all guests, including this guest, agree to before a booking can even be made.
  

  Customer Answer

  Date: 19/10/2023

   I am rejecting this response because:
  I do have proof there are 900 passengers who have not been refunded their full refund. 
  

  i do have proof that she has done this in the past
  

  i do have proof that she owns the company she uses to promote her website and therefore has the ability to change the terms and conditions at any point in time, which is exactly what she did  

  she may have had 21000-23000 guests a year but how many of them have never received refunds for cancelled tours? 
  i have personally spoken to several from years ago who are out thousands of dollars! Yet to be refunded and she knows exactly who those people are.  

  As a business owner….she promotes herself as ******’s Cruise Tours she should be licensed, bonded and insured in order to provide refunds when refunds are do. Nothing less than a full refund is unacceptable and she knows it. Many have filed chargebacks. Then received emails targeting us or are receiving messages via messenger from ******. All we want is our money. A full refund we all deserve. 
  ****** can continue to post her terms and conditions. What she doesn’t tell you is that those terms changed after we booked our tour. She stated multiple times to multiple people that if the ship did not dock then a full refund would be given. Now she wants to go back on her own words, a website she changed to side in her favor. Absolutely not. 
  Yes this is a form of fraud and a scam to the consumer. You could say bait and switch even. But what this comes down to is that ****** needs to submit this to her business insurance and provide a full refund to every single person! 

• Initial Complaint

  Date:20/09/2023

  Type:Customer Service 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.

  ****** was supposed to provide us with a 100% refundable tour in Nanortalik, Greenland even if the ship missed the port. It did and now she is not issuing refunds to her customers.

  Business Response

  Date: 24/10/2023

  ***** that you for the opportunity to reply to the missed complaint.  Again travelling in Asia on a cruise ship does not make for easy internet.

   

  This is the same situation as all others.  The tour was non refundable.  The customer agreed to the terms and conditions available on the website.   Even if the tour were treated as refundable,  the terms state refunds will be issued with the funds available at the time,  less fees including but not limited to bank charges, currency conversion, monies and penalties assessed by operators.

   

  I have offered all customers including this customer, 50% refund immediately, with a second refund being issued once all fees and other costs are assessed.  Customers have also been offered 100% future credit, or insurance documentation.

   

  Many customers have accepted the 50% refund of which all to date 100% of those refunds have been issued to the credit card with which they paid.

   

  I have provided below the terms clause stating refunds would be reduced by certain fees:  This is exactly what is being done,  50% now with a second refund once all fees are determined.  At this time I am unable to determine all those fees due to chargebacks being filed all of which have fees.  My time now is spent on issuing refunds thus the reason all to date have been actioned.

   

  This customer completed a booking form indicating with an x, that the terms and conditions were agreed to ( which are available on the website always and, additionally a booking form cannot be submitted without the box being ticked indicating you read and agree to the terms and conditions.

   

  I have attached a copy of the booking form showing the terms were agreed to, I have pasted below terms, and I have attached a copy of the full terms and conditions.

   

  I sent an email to all customers detailing options available,  50% refund now with a second refund to follow, 100% future credit, insurance documentation.  This is attached.

   

  This customer should be entitled to the options above like all others.  This is not a valid complaint to the BBB as I am operating by the terms that go over and beyond a non refundable tour.  

   

  CANCELLATION / Refund policy
  100% refund if the ship doesn’t call into a port, unless otherwise clearly noted on tour description. 100% refund, provided that you cancel your booking prior to 60 days of sail date. See below for any fees / expenses that could be deducted from your refund.
  
  No refund will be made for any optional tickets purchased on your behalf ( Museum visits, Cathedrals, trains etc.)
  
  Should a tour be cancelled by the tour operator for any reason, you will receive a refund of the tour amount, less any incidental expenses I may have incurred. This could include but is not limited to bank charges, postage, currency conversion losses, penalties assessed by the tour operator
  
  Should you request a refund of a tour for your own personal reasons, you will receive a refund of the total amount paid for the tour, less any incidental expenses I may have incurred. This could include but is not limited to bank charges, postage, currency conversion losses, penalties assessed by the tour operator if for example your refund is not within the refund period. (60 days prior to cruise departure date)
  
  I make substantial deposits to operators and suppliers for the tours, entry tickets, meals etc, far in advance of the scheduled tour dates. If a cruise is cancelled due to situations out of my control (acts of God, labour strikes, earthquake, flooding, world disasters etc.), or any other reason, I will refund the portion of the tour cost not already advanced to operators, and use my best efforts to recover and refund the balance as soon as I possibly can. My best efforts does not include taking legal action. I cannot guarantee recovery of any or all of the advance payments made. I shall also not be able to refund any portion lost due to currency conversions by the operators and / or suppliers. Other charges could include but is not limited to bank charges, credit card fees, postage, currency conversion losses, penalties assessed by the tour operator.