Globus Family of Brands

I have
reviewed *** *** complaint and appreciate the opportunity to respondPlease
note that that the phone conversations were recorded and fully reviewed
When the
reservation was made it was about days prior to the travel date. The
reservation was put on a courtesy
hold and it should be noted that the
client did provide the credit card information later on the same day 7/3/
and authorized the payment to be processedAfter air was later added to the
reservation*** *** contacted us on 7/5/and was very unhappy with the
flightsThe reservation at that time was cancelledA penalty in the amount of
$was retainedWe processed a refund back to the clients Visa card in
the amount of $on 7/8/He then called again on 7/9/called back
and stated he wanted a full refundThe associate notified the Supervisor to
review the calls and advised all penalties appliedThis information was given
to the client regarding this. We also
show that the client received multiple communicationsBelow is the time line
of the communication
While there was truly no error
made by Globus, we have decided to refund the clients as an exception to our
policyWe will refund the penalty amount of $The refunded has been
processed and should reflect on the client’s visa card in 5-business days
Best Regards,*** ***Supervisor of Traveler Services

Initial Business Response /* (1000, 6, 2015/08/17) */
08/17/
We are responding to case number XXXXXXXX
We have been in contact with Mrs*** travel agent, regarding our client Mrs*** unfortunate issue with Air Canada airlinesIt does seem that Mrs***, was not treated
well at the gate during her return flightPlease find below the documentation that we have in regards to this issue
Her Travel Agent emailed us on 06/11/
On 06/12/I emailed our Ticketing Department in regards to this situationWhen dealing with airlines it can take up to to months before we can hear anything in regards to this situation
On 6/22/I did receive a response from ticketing stating they are checking on this issue and will get back when they receive a response
On 07/I responded to the Travel Agent apologizing for the length of time and letting her know that it can take a while for all responses from the airlinesThen I asked for a copy of the receipt showing the purchase of the new airline tickets
On 7/I did receive a copy of the receipt for the airline
On 08/I did check back in with ticketing and emailed them again, even though it does take a while to hear anything from the airlines
In our brochures and documents it does clearly state: "All air carriers are independent operators and are not owned, managed or operated by GlobusYour airline ticket is a contract between you and the sir carrier only, even if you purchase through GlobusBy purchasing your air services through Globus you waive all liability of Globus for such air service."
We do sincerely wish to help our client that is why we are getting in touch with the airline to see what actually happenedThis is actually an Air Canada issue, not a Globus issue but our clients are extremely important to us so we are trying to help our client to get some sort of information or perhaps a refund from the airlines directlyOur client is more than welcome to contact Air Canada and see if perhaps they will have better informationUntil then we will be waiting for contact from the airlinesAgain unfortunately this can take up to anywhere from to monthsWe will be more than happy to keep in contact with our client until then, but we cannot answer any questions until we hear from the airlines directly
Best Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response
Unfortunately, Air Canada representative was the one who told me that I have to contact my travel agent whom I purchased the tickets fromMy travel agent is SVH travels and Tours, Los angeles, CA and the amount I have paid for my tour (including Air tickets) have been charged on my Credit card BY YOUR COMPANY (Globus Family of Brands), therefore; it is your responsibility to be accountable for the service that hasn't been providedNot to mention, that I was expecting a Globus representative in Rome International airport, who should make sure that the Globus customers have successfully and safely left the country
Thank you
*** ***
Final Business Response /* (4000, 10, 2015/09/08) */
Unfortautely Globus can only provide a refund if we recieve one from the air carrierWhen and if we recieve one from *** *** we will certainly refund you any monies that are owedHowever we must wait until we recieve a response from the airline

Good afternoon. Our office has responded via email to the client today, apologizing for the disappointments that he has expressed, and we have extended a goodwill refund which will be mailed to the client in the coming week. We have provided a 6% refund of the land cost of the
tour, for disappointment expressed with one night of lodging, which equates to $per person. No sightseeing tours were affected. Please allow us to note that the National Parks allocate group space and it is something not completely within our control. It is true that some of the lodges do not have air conditioning, as temperatures generally do not warrant it. Historical average temperatures in this area are in the mid 80's with average low's at night around 45-50F. This particular year however, *** and much of the west have had a heat wave with unseasonably warm temperatures that are particularly high for the *** ***

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

In reviewing the file, a formal response and resolution was sent directly to the client on Friday 7/28/2017.  After receipt of the letter should the client have any additional questions or comments they can contact us directly at [redacted] . Best...

Regards[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID [redacted], and find that this resolution is satisfactory to
me.
My only ask was to be fully reimbursed for the excursion.
I would, however, just like to note for the
record that nothing about the way the company handed this issue was
"gracious" or in "good will". The fact that I had to involve the Revdex.com and
the company still tries to hide behind a pathetic footnote is
ridiculous. The referenced vouchers they provided are just as valuable to us as Monopoly money. As I told the contact at Globus, there
was no mention by our tour director of any printed description of any of
the excursions-- I even asked for one at one point. I looked
through the materials I have related to this package on hand and I cannot find
anything related to excursions printed anywhere. Furthermore, I'm not
sure why the company would imagine that I would have a copy of
this description readily on hand to reference when we booked this during
the tour (on the tour bus). To cite this tiny excerpt as a scapegoat for providing sub
par service after a misleading description was provided verbally by the
tour director is petty and reflects poorly on this company, how they do
business, and how they value their customers.
Sincerely,
[redacted]

This group originally came to us via a group leader [redacted], in discussing this group with Ms. [redacted] we were looking at a group of 40 passengers with a few additional elements that were requested. One was a special excursion to the slot canyon and another was a transfer from Los Angles to Las...

Vegas where the tour began.  There was a great deal of work done by our contracting an operations team to coordinate these special requests and ensure contracted space would be available for the 40 passenger group. Typically the most that can be done on a private coach is 44 which is outlined in our original communication with Ms. [redacted] on our policies and quotes. The below information was provided prior to deposit being made. A ‘sole-use’ or private motorcoach for any National Park tour requires a $1000 non-refundable deposit Any group is limited on the number of single rooms available, no more than 10% of the group size can be single and those must be requestedAdditional elements added to the tour could require additional deposits This information was provided to [redacted] so when Mr. [redacted] took over the group part way through the process it became his responsibility to obtain and review the information that was provided previously, which were part of the contract.  As Mr. [redacted] began to work with us there were many more changes requested and intermittently increased the number of passengers as well.  We made every effort to accommodate additional passengers on the group without any indication to the accommodation type that was going to be needed for passengers wanting single rooms( which are a special request and changes pricing).Additionally we never received any confirmed  individual names or  additional payments on this group which would normally prompt the accommodation type conversation. As we made increases to the number on the coach up to 52, at that time we advised the maximum number of rooms we were allotted in the National park.  The National Parks service does not limit the number of coaches that are permitted, but they do indeed limit the number of hotel rooms allotted to tour groups in general and then allot those rooms up equally amongst tour operators to be fair to all. When we were advised of the need for more than 44 for this group we requested additional rooms and were granted a few more in our allotment. One of the excursions requested, Upper Antelope Canyon Slot Tour, does indeed have a limit on the number admitted per the national parks guidelines, this is the reason for the changes in the number of available participants.   I am confident that throughout the process we were as upfront and honest with Mr. [redacted] about our space limitations and attempts to make the special arrangements work. It is unfortunate that with the many changes to this group throughout the process that he feels we misled or did not meet his expectations, but there are certain things that are just outside of our control.

The excursion that [redacted] refers to was a Gondola ride in Venice.  We clearly stated in all of our material and documentation that: “Note - the gondola is to be shared with other Cosmos guests (maximum 6 participants on each gondola).” The Gondolier placed the couple on separate seats as he...

needed to balance out the boat according to weight.  As a gesture of goodwill, we already refunded [redacted] $45 which was half of the excursion as she was given all services as promised and we generously gave her $100 in vouchers to be used on another tour with us.  In order to satiate [redacted]’s grievances we will, as goodwill, issue her a refund of the remaining $45 to make her whole. We expect that this will resolve the issue.