Complaints

This profile includes complaints for Bon Voyage Travel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bon Voyage Travel, Inc.

  1640 E River Rd Ste 115 Tucson, AZ 85718-7645

  
• 

  Bon Voyage Travel, Inc.

  12995 N Oracle Rd Ste 151 Tucson, AZ 85739-9550

  
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  Bon Voyage Travel, Inc.

  14755 W R H Johnson Blvd Ste 103 Sun City West, AZ 85375-6059

• 

  Bon Voyage Travel, Inc.

  180 W Continental Rd #134 Green Valley, AZ 85622-3597

  

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:02/10/2025

  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.

  My husband and I went to Greece this year. We hired and paid all money to Bon Voyage Travel. The trip was a disaster. We once tried to recoup some money and was ghosted by our agent. I came here to BBB to try and get results. An agent finally contacted us. 8-19-24 out first conversation with headquarters went as follows, wanted to know what happened, blamed the airlines for all the problems, blamed Microsoft crash from 2 months earlier. we were told it was not our agents fault or responsibility. 8-27-27 was told it was the fault of the tour company, blamed us for picking our seats and that's what caused the problem. Told that once American AL deleted us from our booking that BVT had no control. BVT refunded us about 640 and was not going to help with any other issues. On their sit they say enjoy peace of mind. they handle all details so you can relax and travel with confidence. We were almost left in another country! We hired BVT an then when things went wrong we were told non of it was their fault or responsibility. We were told to wait months while they looked into this problem. We waited with zero results! we were given a number to try and resolve this with the tour company. Also when using a third party you have no way of fixing things, you are at their mercy if they have any.

  

  Business Response

  Date: 02/17/2025

  Mr. and Mrs.
  Collison purchased an all-inclusive travel package with Globus through our
  agency for travel in May-June 2024. 
  
  All of their
  issues in this complaint center around the airfare.  The two issues at hand are the ticketing of
  their seats and the delays. 
  Yes – the Collison’s
  experienced unfortunate challenges at the airport upon departing in Tucson and
  returning on their final day of travel.  The
  ticketing issues were resolved and the Collision’s made it to their destinations.  They did not receive the seat class that they
  paid for from Tucson to Chicago.  All
  other seats were in the right class of service. 
  Bon Voyage Travel has filed a claim with Globus (who is the ticketing
  agency and had control of the tickets) in an effort to recoup the value of the
  difference in business class and coach fare for that leg of the trip.  We have put the Collision’s in touch with a
  customer service representative from Globus as they became increasingly
  frustrated with our efforts.  According
  to Globus, the Collison’s have not contacted them.    
  
  Bon Voyage paid the Collision’s $400 as a goodwill gesture in recognition of
  the prepaid seat charges that they did not get to sit in.
  
  It is a
  known fact that commercial airline travelers can experience delays when
  flying.  This sometimes results in
  misconnections and cancellations.  The
  delays were of no fault of Bon Voyage Travel. 
  The tickets that Globus issued had legal connections in London and unfortunately,
  they missed their connection like millions of travelers do every year.  The delays that they incurred resulted in a
  direct refund from British Airways in the amount of €300 per person.  Even though Bon Voyage Travel had no
  responsibility in the flight delay, we took it upon ourselves to pay the Collison’s
  $240 as a goodwill gesture considering they arrived at their hotel at 4 am.  This represented the cost of that hotel stay.     
  On their
  return – the delays caused a change in routing and put the Collison’s thru
  Seattle.  While not what they originally planned,
  the Collision’s made it to Tucson.  While
  unfortunate, the Collision’s experienced what many travelers go through when
  traveling internationally – delays that result in changed flights. 
  
  One point of
  clarification is that Bon Voyage Travel did not charge the Collison’s credit
  card for this trip.  The transaction was
  handled and charged completely by Globus. 
  
  We have
  communicated with the Collision’s during and after their trip.  In addition to the travel advisor, our manager has been in contact with them.  A significant component of our communication
  centered around the fact that Bon Voyage Travel does not own and operate the
  planes, hotels, or motorcoaches.  We
  partner with reputable companies such as Globus to assist with these itineraries.  Globus is a recognized and reputable tour
  operator who moves 100’s of thousands of travelers all over the world
  annually. 
  
  The Collison’s
  travel package included travel protection. 
  Bon Voyage Travel has suggested that the Collision’s file a claim due to
  their issues.  The claim must be
  initiated by the traveler.   
   
  As a final
  note, we challenge the amount that the Collision’s have disputed.  First and foremost, the only issues at hand are
  the airfare challenges.  All other components
  of the total trip are not up for debate. 
  In addition, according to our records, the total paid amount to Globus
  for this trip was $16,824 – not $18,500.

• Initial Complaint

  Date:08/06/2023

  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.

  When reaching out to Shelley Heyman due to hearing she was/is the best travel agent at Bon Voyage we informed her our main reason for the trip was to be able to get to and from the location of my cousins wedding in Australia. We informed Shelley we did not want to drive due to the having to drive on the other side of the road. The lack of attention to this detail and waiting until the last minute to look into transportation put us in the situation where we had to rent a car to be able to make the rest of our itinerary. We had to reach out to individuals in Australia to figure out the best options for renting a vehicle and put us in a situation that made us feel unsafe and uncomfortable. Another major issue with the lack of detail when it came to making sure names on documents were correct. I have multiple emails informing Shelley prior to leaving to our vacation my name was not Ashely Aguilar. At this time I had already provided my password with my legal name and never have I gone by Ashely nor is this my name. Not only was this issue mentioned multiple times to Shelley she confirmed the issue had been fixed prior to our trip. After traveling 24 hours we arrived to our first hotel and was informed the reservation was under the incorrect name. We were not only in another country in a different time zone when we were informed we could not check into our hotel due to the name being incorrect. This was a reoccurring issue during our trip. Shelley kept insisting she did not have any documents with the incorrect name. I had to provide examples again of the wrong name before Shelley would entertain the idea of looking into the issue. This was extremely upsetting and the lack of urgency to fix the issue was completely unacceptable. I still have documents saved to show the wrong name provided to hotels/excursions. I was also included on emails for other individuals trips. After paying so much money and being treated horribly I will never trust the company again.

  

  Business Response

  Date: 08/11/2023

   

  Complaint #20430712

   

  Thank you for the opportunity to respond. If you need additional information, please contact me.

   

  Kind Regards, 

   

  Thea Lawrence

  Director of Sales Operations

  Bon Voyage Travel

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

  Customer Answer

  Date: 08/17/2023

  We never stated the itinerary was not a great and not complicated to put together. This is why we went to a travel agent. The whole issue was completely missed and responsibility still has not been taken by Shelley. I have more documents, however this would only allow me to add (5) please reach out and ask for the other documents to see the whole picture. Initial passports send on 9/28/2022 with correct spelling of our names. First communication with name is incorrect sent to Shelly on 10/4/2022 another communication was also sent on 11/4/2022 that I cannot upload and final communication in December with my name incorrect as Ashely. If action was taken back in October or November prior to us leaving the country, there would have been no issues regarding the name being correct on hotel reservations and excursions. Stating the name was correct as soon as it was communicated to Shelley is incorrect and proof has been provided. I am sure if the research was also properly done piror to responding this would have been confirmed. No action was taken in October nor November, and my request was not taken seriously otherwise this would have been a non-issue. The other issue of transportation we bought up concerns initially on 9/29/22 which is attached and there was no communication until 11-19-22 which is also attached. By this time we were stuck in an itinerary that could not be modified and we were stuck without minimal options for transportation. If this going to be so difficult it should have been ironed out in September when originally asked. If we had the option to stay a few days in Margaret River we would have had family to help with transportation. However, we were never given that option since it was down to the wire in November. The lack of research on this topic via Bon Voyage indicates their lack of customer service and responsibility. Shelley still has not taken any and that is all that is being asked. There is more than enough proof in the limited documents I was able to upload to show her level of incompetence. 

  

  Business Response

  Date: 08/18/2023

  We are so sorry that you experienced these issues and that they negatively impacted your trip.  Please reach out to me directly so that we can find a mutually agreeable resolution.  I would like to sit down with you and review your documentation to assess any financial loss you incurred due to the mistakes that you have cited in your complaint.  I am available all next week.  Please email me so that we can set up an appointment.  **********************