G Adventures

G adventures is misleading customers with false information around their refund practices and have predatory practices and lack of transparency.

In April 2020, during COVID-19, I decided to look towards purchasing a trip to Peru. GIven the COVID situation I was hesitant to commit to purchasing travel. However after having reviewed the written policy on their website and finding significant gaps in transparency and clarity, I chatted with your customer service team *** asking about refund policies to ensure I could book with confidence. Given the state of the world right now refund policies are extremely important to maintaining and keeping a loyal customer base. On the flip side, as a consumer being able to purchase with confidence was key. Therefore I asked a direct question. "What is your refund policy given the uncertainties of COVID?". Your team, represented by ***, then provided misleading information and an answer around that policy ***. They shared your "Book with confidence" policy which I opted to go for with the belief that I will be able to refund the trip without any issues. I decided to book for the following reasons:
- "Naming of the book with confidence policy": Alludes towards dedication to customer satisfaction as a core tenet of the company, and the ability for me to confidently change my plans in the event an unforeseen circumstance (ex. a global pandemic) would disrupt my trip. The name in itself suggests that your company is aware of COVID and disruptions it may have, as well as the fact that I can confidently cancel and rebook my plans if needed.
- "Cancel and rebook": the chat specifically states this line. It does not say "Reschedule" or "change dates" or "we will retain an arbitrary deposit set by us". The chat does not mention anything about holding my money hostage. I would like to cancel and rebook in the future, per the chat from your associate.
- Lack of transparency in the chat about a "Deposit" hold out. Nowhere in the attached chat, after asking a direct question during a pandemic, does your associate mention "If you cancel and rebook you will be charged a deposit fee". Per the above bullets, this leads me to interpret that you are misleading consumers during a hard time for the world. Again, this is not in line with good customer service.
- After reviewing your cancellation policy, even if I were to ignore the predatory misinformation provided by your associate, nowhere does the policy state a percentage of my funds, or inability to return a specific percentage of my funds, in the case that a global pandemic would disrupt travel.

I've reached out to the company over the phone and was told if I cancel (due to the escalation of COVID-19 in Peru), I will not be receiving a full refund and part of my funds will be kept by the company. When asked to speak to management, I was provided an email address which I emailed and have not heard back for weeks.

I purchased a 15 day tour from G Adventures starting 4/19/20.It was paid in full and G Adventures said the tour was set to go. I booked with them because the advertise 100% guaranteed departures. A week before I was to leave, they cancelled my tour. They refused to refund my money despite that option being in their contract. Despite advertising 24 hour communication, it took them 5 weeks to refuse my refund. I was billed and paid for services I did not receive and given a voucher I never want to use because I do not trust this company at all any more.

Booked trip for 15 day Asia land tour. Departure date was 5/22/20 and return date was 6/6/2020. Purchased on 5/9/2019 Paid 6,946.37 in full as of 12/3/2019. Never received formal notice of trip cancellation. Reached out to them in March to find out status. I was told that the trip was indeed cancelled and that my refund request was being sent to their accounting department for review within 60-90 days. I am currently unable to contact this company via phone and concerned that they may not get back with me regarding this issue

Recently my wife, my wife's brother, and sister-in-law (four of us), spent a month traveling throughout Thailand, Laos, Viet Nam and Cambodia, and all-and-all we had a great trip and I cannot say enough good things about G-Adventures! I spent most of my career traveling the world and prided myself on being completely self-sufficient. However, I very much enjoyed that G-Adventures did almost all of the work for us. They made a long and somewhat complicated trip easy and enjoyable. They were highly organized and our G-Adventures guide was superb!! I plan to do my future trips with G-Adventures.

They cost us over $because they failed to disclose the complexities of travel to South Africa They acted like travel to South Africa on a Canadian passport was easy and no problem The truth is that because my step son (though he's and has been with me since he was years) needed some certified and stamped and incredibly complicated paperwork from the South African government he was turned back at the gate and the trip was ruinedG Adventures were unsympathetic, they offered some silly $accommodation This is not the first complaint about G-Adventures being neglectful and lazy when it comes to travel credentials Even TICO says that their efforts were insufficient I teach Social Media Marketing and will make sure that I start a social media wildfire to warn people about the dangers of this organization If we have to go to court we willLook out for yourself with them, they won't look out for you

Company agent originally contacted me on September 12, 2018 regarding an opening spot for a Oaxaca, MX *** Tour from October 28 thru November 3, 2018. I was asked to pay $1,379 over phone which I did on September 13, 2018. At this point the customer representative DID NOT advise me that trip was non-refundable and non-transferable. Due to work conflicts I am unable to complete this trip. I have contacted *** on several occasions regarding possible refund or transferability to another male passenger. She has remained adamant that the trip is non-refundable, that a $250 deposit may be applied for another one of the company's trip, may be donated to their own charity organization *** or I may transfer only $250 for another passenger to use. I have informed *** that their website policies DO NOT state that trip is NOT transferable.