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:11/19/2022

  Type:Sales and Advertising 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 booked a tour to travel in May 2020 (booking #******, Cosmos reservation #******) which was cancelled due to COVID. I had paid $750 USD towards my travel costs by that point, and when my tour was cancelled, I had been issued several emails over the course of 2020-2021 stipulating that I had a credit of this amount and it would apply towards a booking made prior to December 31, 2022 and the booking agent I was working with stated I could push the reservation to 2023 if need be. In June 2022 I had started the booking under Reservation #****** for a tour that would occur in December 2022 and somehow my credit was applied to the payment at the amount of $580 without explanation. After a month or so of back and forth emailing, I got a voicemail indicating the original booking agent is no longer with the company, so I resumed communication with another booking agent basically relaying events to date, specifying I just wanted my credit either explained, or simply applied correctly. I continued to receive incorrect templated update emails from Globus every couple of weeks. Eventually I emailed a request for a cancellation, after which the new booking agent informed me that my credits had expired, without any notice. I then received another voicemail saying I have unused credits with Globus, asking whether I was ready to book another trip. There is clearly poor communication or record-keeping that needs to be straightened out.

  

  Business Response

  Date: 11/29/2022

  Dear BBB Accreditation Team,

  Thank you for taking the time to email us regarding our guests recent Globus experience.  We always appreciate the opportunity to respond.

  We do sincerely regret reading that our guest is not happy with the booking process and our communication in this instance.  We understand the original booking was made in US Dollars and due to COVID a letter of credit was accepted and issued in US Dollars.  An offer was made for the guest to book in ******** Dollars, which was accepted.  We regret that the concerns with the exchange rate were not addressed and rectified fully at the time of booking.  Upon review, it appears an error was made in the calculation of the exchange rate.
  
  We apologize for the confusion created.  We would be happy to reinstate the original $750USD letter of credit, with the expiration date of December 31, 2023.
  
  If the guest has additional questions, they may email *********************************************************************
  
  Thank you for bringing this to our attention, feel free to contact us if they have any further questions or comments.
  
  Kind Regards,

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

  Customer Answer

  Date: 12/02/2022

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

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2019 I decided to take a guided trip for myself through Globus. I typically manage my own trips and plan the whole thing but I knew my recently widowed mom would be distressed if I did this one alone so I found what I thought was a pretty good deal for a trip with Globus for about $2,500 including airfare. Unfortunately for everyone, Covid occurred: a week before I was supposed to fly out, everything was canceled.We were given a voucher, which is fair enough, but there are limits on when to use it. Unfortunately for Globus/Cosmos etc... we are still technically in a pandemic. Due to virus mutations, I keep having to push back the time I'm willing to travel. In October, frustrated, I asked for a refund. They circled to a travel agent who never replied. I followed up with them, they refused to help. I am no longer working with that travel agent. I emailed Globus again asking for clarification from the previous thread since the travel agent did not bother to help: no answer. This week, I found what I thought was a compromise: ****. I articulated in text that it was for **** with the voucher that I wanted a quote for. I was given **** with no voucher and 2023 with voucher. I emailed repeating what I was looking for. I haven't heard back but at this point I just want my money back that I spent back in 2019 for a trip that will never happen. A "voucher" is useless without a wiliness to understand covid realities and going back and forth has been excessively stressful and futile. The original group was kgs 324c

  

  Business Response

  Date: 11/15/2022

  Hello 

  Plese find our response attached. 

  Have a great day. 

   

  Best Regards 

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

  Guest Resolutions 

  Customer Answer

  Date: 11/19/2022

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

• Initial Complaint

  Date:10/16/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2019, I booked a tour to ****** with Globus Tours to start on April 18 2020. My reservation number is ******. On March 13, 2020, I received an email indicating the tour was suspended and I had up to two years to use the travel credit which is to expire on December 31, 2022. My travel credit is for $4678.00. My life circumstances changed which significantly affected my mobility and I was placed on a waiting list for surgery in the fall of 2020. In November 2020, I wrote an email to Globus requesting a refund as I was informed my earliest surgery date would be fall 2022. I explained that my surgery was variously suspended or delayed due to Covid and I would be unable to travel. I also explained that I would be unable to work during my recovery time and needed my money to pay for livening expenses. Globus denied my request. They stated I could transfer my credit to someone else. I was travelling by myself as I didnt know anyone who wanted to purchase my credit. I still have not been able to sell my credit. I recently had my surgery on September 29, 2022. I am expected to make a full recovery and be mobile again; however I will not be sufficiently recovered by the time of their chosen expiry date. It is ridiculous that Globus has chosen to keep my money. They cancelled my trip one month after I paid for it and have now had my money for nearly 2 years. My experience with them has been extremely stressful and their response to me is unreasonable. *****

  

  Business Response

  Date: 10/21/2022

  Thank you for taking the time to contact Cosmos in regards to our guests recent experience.  We always appreciate the opportunity to respond.

  
  We do sincerely regret learning our guests are not happy with the previously offered resolution. On March 13, 2020 the guest accepted the letter of credit.  As the pandemic continued we extended our original expiration dates for the letter of credit from December 31, 2022 to December 31, 2023 to allow our clients the opportunity to travel under more normal circumstances.

  
  As this guest is important to us, we have reviewed her file once again. We are willing to make the exception and provide a refund.

  
  If the guest has additional questions they may email *********************************************************************

  
  Thank you for bringing this to our attention, feel free to contact us if they have any further questions or comments.

  
  Kind Regards,
  ***** W
  Guest Resolutions

  Customer Answer

  Date: 10/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Thank you for your intervention in this matter. It is unfortunate that Globus was unable to be as accommodating when dealing with me one-on-one. Your service is invaluable!

  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/13/2022

  Type:Billing 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.

  Dear ****************, CEO 10/10/22 I write today to express my frustration and disappointment with the response I have received from your customer service and flight scheduling departments. On April 12, 2022 we purchased the Bella Italia tour package (KIEX *****) leaving November 2022. At that time of the purchase I expressed I strictly wanted a nonstop flight wherever possible. The best we were able to arrange was nonstop from ************ to ********, change planes and ******** to ******. Return trip was to be Naples to ****, **** to ************. That was the agreement. On Thursday evening 10/6, (last week), 5 weeks before the scheduled departure I received an email of an air schedule change. After reviewing the flight changes I no longer have the nonstop flight previously agreed upon. No explanation or reason given for the change of consultation beforehand. The arrival flight changed from American to **************** with similar departure and arrival times, no problem. However, the return flight changed from Naples to ****** *****, ***** to ******, then ****** to ************ with an additional 136 miles and a 5 hour delay. Why what changed from our original conversation of avoiding this hopscotch flying pattern???? Where is the common sense? On Friday 10/7, I called your customer service department and explained my disappointment with the return flights. I was greeted with the response that stated THE CONTRACT SAYS, AND ADDITIONAL FEES FOR CHANGES. As I explained contracts are for lawyers and I DID NOT MAKE ANY FLIGHT CHANGES! I have already spent $8,400.00 and now you want to downgrade and add additional fees because someone at the flight desk decided to make changes without informing me prior to the change. ****************, is this really ***************** Is this the best response from your company? Or is this just a bait and switch tacit your company uses to their advantage? ****************, I am extremely disappointed with the bullheaded response!

  

  Business Response

  Date: 10/15/2022

  Good afternoon **************, (Invoice#******)

  I was glad to see you and *************** chose the **** ***** Bella Italia Escape, one of Globus's budget friendly, off season Escape tours. Along with the land tour you chose Premium Economy air, as well as pre nights in ****** and post nights in Sorrento. What a wonderful tour to look forward to!

  My apologies for any misunderstanding regarding your air arrangements. I certainly understand how a schedule change that Globus receives from the airlines and then passes on to our valued guests can be disappointing. Globus does not own or operate the airlines, but contracts with major carriers so we may make flight plans for our guests. Due to this arrangement, there are air policies outlined in the Globus "Terms and Conditions" which are agreed to upon completion of the Guest Acknowledgement.

  May I refer to one in particular: "AIR ROUTINGS-Air routings are subject to availability. Routings are not guaranteed and are subject to change at any time."

  Globus Family of Brands is unable to guarantee schedules or seat assignments; however airfares are guaranteed once deposit is made unless voluntary changes are requested by the guest.

  Thank you for your kind attention. 

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

  Guest Resolution Specialist

   

   

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18207473
  
  I am rejecting this response because:

  As of this writing I have not heard from Globus, by email, text, phone, or written correspondence. They have not made any attempt to rectify the situation.   Again the reply is simply "The Contract Says". 

  They have not offered any explanation as to why the flight changes, why they have ignored my specific request when booking the trip not to have multiple plane flights.

   

  To me their reply is simply a statement to appease the BBB.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I booked bus tour to leave Oct 8,2002. Hurricane *** devastated our town sept.27.Entire coast uninhabitable.Our house ,roads, airport damaged. Had to cancel our trip because of disaster, sept.29.Globus penalized us $2,297.00 Our reservation #****** Our names *****, ******************* This was an unimaginable, catastrophic event. Even the airport we had to fly out of, ft.**** was closed because of damage.I believe Globus in good faith should reimburse the penalty.Thank you

  

  Business Response

  Date: 10/12/2022

  Hello, 

   

  Please find our response attached. 

   

  Best Regards

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

  Guest Resolutions 

• Initial Complaint

  Date:09/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  back in June we went on a trip to *********** and ***** with globus. We booked the trip/flights and travel insurance through them for any unexpected problems during the trip. On our last day of vacation we received an email from airfrance stating that our return was cancelled. We called our tour director (*****) and told her about this to give us advice what to do. She told us to call globus and basically didnt want to spend the time helping us with this. So we called globus and after being on hold for an hour and being charged international rates we got ahold of them and they said oh we cant do anything call airfrance. We called airfrance who whom would not let us reschedule the flight bc we did not have a booking reference number bc we did not book the flights globus did. Air France told us that it had to be globus who rebooked our flight since they were the ones who originally booked the flights and had the booking number. We were back and forth and on the phone for over 6 hours and got nowhere. We literally begged our tour direct ******* to help us. We missed our farewell dinner dealing with this while she was drinking wine with the other members of our group and on a cigarette break with the bus driver when she finally agreed to try and help us. She called ********* explained she worked for the company and gave them our information to try to get a new flight. Our tour direct instructed us that we would each have to pay almost 400 euros a piece for this new flight. following the guidance of our tour director we paid the fees for the new flight and was told our travel insurance would cover the fee. Another lady that was on the exact same trip as us was helped by a different globus agent and paid nothing for her new flight. I filed a complaint with globus and was given a check for 100 dollars as a pity check. This is not the full amount I paid, I am asking for the full amount to be paid back to me. Total price=764.00

  

  Business Response

  Date: 09/27/2022

  Please find our response attached. 

   

  Thank you 

   

  Best Regards, 

  ****** Nass 

  Guest Resolutions 

  Customer Answer

  Date: 09/28/2022

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

• Initial Complaint

  Date:09/14/2022

  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.

  Our flight was delayed into ****** ***** and the only way for the 6 of ** traveling together to get to the hotel was to take a shuttle. I called our tour agent and she sent someone to pick us up and I was told who ever paid would be reimbursed. I paid ****** euros for our group. After returning home I have not been able to get reimbursed for the shuttle. I have emailed and it bounces back as undeliverable. I have tried calling and the only number is soliciting new customers. I did a review and was not happy with many things including this issue and still no one reached out to me. I also found out that I should have been compensated for the 12 hours that I missed of the trip. I was only asked if I had missed any time not what I had to do to be compensated. My tour agent is no longer with the company. This has made what could have been a trip of a life time into a real ******.

  

  Business Response

  Date: 09/15/2022

  Thank you for your recent inquiry.  Our records indicate that an associate in our Department spoke with your travel agent on August 10th at which time we provided our email address and a request to submit any receipts to us for a review.  Your message provided to the Better Business Bureau indicates that your travel delay was 12 hours.  If that is the case, our records do indicate that you purchased travel protection in conjunction with your trip and therefore, should be contacting the **************************** to file a claim for unused tour services and out of pocket expenses that resulted from a covered incident.  If you have not already done so, please contact AON by either calling them at ************ or online at www.aontravelclaim.com. 

  Best Regards,

  ********************* for ***************************

  Guest Resolutions 

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with Globus for ****************** for our trip to ******* and *********** (trip from August 23-September 3, 2022). When British Air cancelled our flights, we were booked on business class over the Atlantic and in coach from ***** to ****** and from ****** to *****. Other members of Globus tours who paid the same amount were booked business class on all flights. We received no refund and paid out of pocket $44 to upgrade seats on the flight from Paris to ****** and $120 in the ***** Lounge and $70 in the ****** Lounge. The lounge cost would have free if we had been booked in business class. The tour was called the Best of ******* and *********** and are reservation number was ******.

  

  Business Response

  Date: 09/13/2022

  Good afternoon,

   

  Please note that we have reached our to the customer directly regarding her concerns, have received additional documentation/receipts from her and we have emailed her directly, extending compensation for the costs that you incurred out of pocket.  

   

  Best Regards, 

  ********************* for ***********************;

  Guest Resolutions 

  Customer Answer

  Date: 09/26/2022

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

• Initial Complaint

  Date:09/07/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a tour to ***** and ******** prior to COVID-19 breaking out. When it came time to travel, our trip was cancelled due to COVID which is completely understandable. Globus issued a travel credit for the amount paid. I tried to use the voucher multiple times but each time the tours would be cancelled due to COVID. Again, understandable but I received an email stating I have until 31DEC22 to use my credit of over 2 thousand dollars or I will lose the voucher. This is beyond unacceptable to give me a few months notice of I have to use it or I lose it. I don't want to travel with Globus and I do not want a voucher to travel with them. I want my money back

  

  Business Response

  Date: 09/08/2022

  Good afternoon, and thank you for your inquiry.  Having reviewed ********************' request, as a gesture of goodwill for the inconvenience of having her travel plans cancelled numerous times as a result of the Coronavirus pandemic, we will be provide a cash refund of her future travel credit that was issued, less the insurance premium cost of $249.00.  We will reach out to her today with this information, to confirm her mailing address as reimbursement will be in the form of a check.  The future travel credit will be voided in our system.  

  Best Regards, 

   

  ********************* / for **** Jaramillo 

  Guest Resolutions 

  Customer Answer

  Date: 09/13/2022

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

• Initial Complaint

  Date:09/06/2022

  Type:Billing 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.

  On April 27,2022 I paid a $999 deposit on a travel package(reservation#******) that cost about $2000. I have to pay the balance by September 20. However I cannot log on to my account online or get Globus on the phone to give them the payment information. I need to have this problem resolved ASAP as I do not want to lose my deposit. If they cannot provide the service they promised I would like to get my deposit returned. Thank you.

  

  Business Response

  Date: 09/07/2022

  ******************************* Invoice#******.

  Good morning,

  I am happy to see you were able to apply the payment of $2,058.00 to your invoice on 9/6/2022. if you need additional assistance with online payments please email: ******************************************************************.

  Also our wonderful Vacation Planners are glad to help as well. We understand hold times may be a bit extended at this time, and we do apologize in advance.

  Thank you for your kind attention.

   

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

  Guest Resolution Specialist