Travel Agency
Thompson ToursThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 8 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/21/2024
Type:Billing IssuesStatus:UnansweredMore 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 August 19, 2024 I paid Thompson Tours, **************************, for a 10 night Eastern Caribbean cruise to depart on January 23, 2025. Recently the owner of the **mpany, ****** *****, was taken to jail for cancelling a trip to ***** for a group and not refunding their money. Alarmed, I **ntacted the cruise ** on October 18, 2024, MSC Meraviglia and found that she had only paid a down payment of $328.00 for us. The balance was due by October 25, 2024 and the reservation was about to be cancelled. Since she is in jail, it is unlikely that it will be paid. Calls to her two telephone numbers have not been returned.Customer Answer
Date: 11/21/2024
I undrstand that ****** ***** has filed for bankruptcyInitial Complaint
Date:09/22/2024
Type:Product IssuesStatus:UnansweredMore 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.
The travel agent, ****** ***** owes my family and I money back from our ***** trip we booked with her in June 2024. The travel happened in June 2024. She told us we were going to receive an Amazon gift card from the driver in ***** that provided us with a car not a van. She owes a refund from a hotel that was booked with *********** - we did not stay at this hotel. The was a train strike and we did not use the train company. She was supposed to get a refund for that. We did not make a pizza making in ******** due to the train strike. We purchased travel insurance just in case of any issues we may encounter. We have been emailing, texting and calling her since 6/27/2024. We have all the correspondence. ****** will not acknowledge any of our messages to resolve this. She is ignoring us. She owes a refund more than $2,000.Initial Complaint
Date:07/30/2024
Type:Service or Repair IssuesStatus:UnansweredMore 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 bought travel insurance through Thompson Tours for a Canadian Rail and Rockies Tour June 19 thru 27, 2024 in the amount of $365.00. I never received anything from the insurance company (Chubb) or a confirmation number from Thompson Tours. After contacting Chubb to see if they had received a request for me, they could not find anything for me. *********************** (Thompson Tours) was contacted numerous times by my friend and myself asking for proof or a refund that she got travel insurance with no response.Initial Complaint
Date:07/26/2024
Type:Product IssuesStatus:UnansweredMore 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 trip to the Canadian Rockies from June *****, 2024. I sent final payment to Thompson Tours on March 25, 2024, which included $365 for travel insurance. I never received any confirmation or information or policy number for this insurance. I have made numerous requests for this information prior to and post travel. I stated that i wanted proof of purchase or a refund. Thompson Tours has made no attempt to provide this information to me or my travel companion.There were six people in our group. The other four did receive travel insurance through the travel agent from *****. I called Chubb to see if they had a record of my insurance. They did not have any such record.Initial Complaint
Date:07/09/2024
Type:Product IssuesStatus:UnansweredMore 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.
Booked travel package on 10/17/2023 to leave in *** 2024.On 1/13/24 ****** called and said the hotel in package we chose overbooked.She suggested another hotel which my wife and I felt wasnt comparable. We were promised a full refund ($3268 includes insurance). First promise was on 1/13 via phone. Second commitment for refund was via email on 2-13-24. To date we have not received anything and there is no response from ****** at Thompson Tours.We have sent registered letter and various emails.Initial Complaint
Date:03/17/2023
Type:Product IssuesStatus: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 booked a cruise through *********************** with Thompson Tours. The cruise was canceled. We paid $600 via a credit card. When the cruise was cancelled we were offered a refund. I called ****** to inform her that I closed the credit card account we used to pay the $600 and asked her to send us a check for the $600. She told me that they would have to refund the card which I used to pay. I told her that i closed the card and she stated the refund has to go back to the card used to pay but she would check with accounting to see if a check was possible. The date of that phone call was March 3. I have not heard anything from her nor received a check for my $600. I have sent multiple emails and called her asking for a call back and have received nothing.Business Response
Date: 03/23/2023
To:Better Business Bureau
We refunded all monies to *************** and I have confirmation from his wife, We usually can only refund back to his credit card that he closed, not our problem. I made an exception and sent him a check and probably should not have as I see now with this complaint. We should have just refunded the card and let him deal with his credit card company on getting the money back. There is a danger to us in doing this as he can still decline the charge. I will email him to pull back this complaint or I will stop payment on check and refund the credit card for him to deal with.
Sincerely,
***********************
Customer Answer
Date: 03/24/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***********************Initial Complaint
Date:02/25/2023
Type:Product IssuesStatus:UnansweredMore 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 had booked a trip to Colorado for June 7-16, 2022. I (*****************************) was diagnosed with cancer on 4-6-2022 so we wouldn't be able to go on the trip due to my treatment with chemo and radiation until 6-28-2022. We informed Thompson Tours (***************************). ************** replied that she was running another trip for 8-23 to 9-2-2022 and we could re-schedule. We agreed. On 8-5-2022 ************** contacted us by phone to say the 8-23 to 9-2-2022 trip would not be run because she was not sending a car for one person. We took this as a cancellation. She said to contact our Insurance Company (**********.com **************) to make a claim. We contacted them and received a claim #****** which we filled out. ****** **** asked that ************** supply them with a letter showing the cancellation date, amount forfeited and amount refunded, making sure that the cancellation notification submitted included the amount forfeited (non-refundable amount) and the amount of any refunds issued. We forwarded this information to ************** on 10-14-2022. On 10-28-2022 ************** emailed us saying, "I will get it out but I do have to say it was rescheduled". "Write me exactly what you want said and I will look at it". (See letter attached). As of this date, 2-25-2023, this has not been done.Initial Complaint
Date:08/22/2022
Type:Product IssuesStatus:UnansweredMore 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 called and canceled my cruise on February 19 and ****** told me that I would receive a full refund but that it would take a while. Its been 7 months and still no refund! I have copies of the emails that she sent me stating that I would be getting it soon and I still havent received it!
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