Grand European Travel Reviews (%countItem)
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Grand European Travel Rating
Address: 7632 SW Durham Rd Ste 350, Portland, Oregon, United States, 97224
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My husband and I scheduled a trip to Europe with every intention of going until the virus hit. We were scheduled to leave May 7th, but as the virus became more widespread and travel shutdown, we cancelled on March 18th. Having paid for travel insurance we expected to lose that amount (approximately $400) but receive the remaining balance of over $6400. We were sent 2 checks totaling a little over $5000 and told we had to file a claim for the rest. Well, after much back and forth we were told that the virus was no legitimate excuse and that we would be issued a voucher for $1400 and would lose the insurance money. All of a sudden we’re being told to go to the website and read the policy. No one EVER mentioned anything previously about a website or about being issued vouchers. Although we weren’t happy to lose any money, we were willing to part with $400, but felt it was/is totally ridiculous for anyone to keep $1400 of our money at a time like this.
After calling both the travel company and the insurance company several times just to find out who was holding our money, we were told we would be given vouchers that are good for 2 years. Why should anyone hold that much of our money? We don’t know if we will travel to Europe or anywhere else for that matter in the next 2 years. Then what happens to our money?Where does it go? Who gets it? This is OUR money. Why are we being held hostage to take a trip with a company we no longer trust? I certainly don’t feel comfortable handing over $5000 or more to this company again. I no longer trust them. I never got a manager or supervisor on the phone. Anyone that answered almost sounded like a recording, they could tell us that we weren’t entitled to our money back but could not offer any other info.
For 2 months I didn’t work. I could have used that money to buy food or pay bills, instead, I spent time calling and being bounced around to tell me that I wasn’t entitled to my own money. Grand European Travel DOES NOT deserve to hold our money and we want it back. No one in a million years, expected anything like this virus to introduce itself and change our world, yet my husband and I are being punished as if it’s our fault. We simply want our money back so that we can move on. We don’t want vouchers.
Thank you the opportunity to respond to this complaint.
Mrs. called us on March 18 to inquire about cancelling their trip departing in May. At that time, the trip was still scheduled to operate as planned so our normal cancel terms applied. Mrs. made several phone calls to us asking about penalties to cancel and the possibility of filing an insurance claim. She was advised by our agent Michelle on March 18 that if they cancel, they would lose the cost of insurance ($438.00) since she filed a claim which makes the policy cost nonrefundable and there would be a cancel fee of $1438.50. The remaining $5132.88 was refunded back to her credit card.
On March 24 Mrs. called again and was confused about the insurance process. She spoke to our Call Center manager Jake and was told again how the insurance claim process works and that her claim would be paid as a travel credit voucher . . She called again a week later, perhaps hoping to get a different answer and spoke to Daniel, but was told a 3rd time that she would receive a voucher from insurance, not a cash refund.
While she states in her complaint that this information appeared "all of sudden", I'm afraid that is simply not true. She was told on 3 occasions by 3 different people. She was also sent an email with this information. We have her booking well documented with times and dates of all conversations.
Complaint: ***
I am rejecting this response because:First of all, no one told me that $1438 was going to be kept (by you) as some type of consolation prize for me canceling. Who agrees to give up that kind of money. That makes no sense. I would never have agreed to that. After being told how much I would receive right away, I was then told that I had to file a claim for the remaining amount, never thinking that I wasn’t going to receive it, just that paper work would be required or questions answered. Yes, I called many times because I wanted my money back. I wasn’t confused!! If I wasn’t confused when I handed over $7000, I wasn’t confused when I asked for the remaining balance. Michelle G Never said I wouldn’t get my money back, she told me that I had to file a claim for it and I did!!! It was when I wasn’t hearing anything back that I started asking questions and that’s when it came up that the insurance money would be kept and that we would receive vouchers for the balance. So, from that point on I began calling trying to find out who to speak with and who was holding our money. I WAS NOT CONFUSED, I WAS ANGRY!! NO ONE has a right to keep that much of our money. Just give us our money back. We don’t trust you and don’t want to travel with you.
Sincerely
I booked a tour to Costa Rica and paid in full, I believe the amount they owe me is $2,185.76 EACH totaling $4,371.51. I also was going with another person who paid on their own credit card but is part of my reservation. have called the tour company several times and each time no refund. They said that this pandemic is not a force majeure ( the definition -cancel contracts due to a Pandemic) I told them I was going to write the Revdex.com and finally they said they would send me a form to fill out to look into getting a refund. I am going to fill out the form and email it back to GET Tours and see what happens.We are both seniors and who what life will bring.We could use the money now. I wanted this to be on file with the Revdex.com and hope you can do something for us as I paid on my credit card. This should not take 90 days for a refund. All that they have to do is credit it back. Thank you and Stay Safe.
We agree to process this booking for a refund. The booking and future travel credit offer is now cancelled and the refund request will be sent to our headquarter's accounting department today. Please be advised that due to a backlog of accounting requests, refunds may take up to 90 days to process.
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,
***
Thank you for your help and looking forward to my refund.
Back in September 2019, I booked their Great Italian Cities tour which was to begin on May 1, 2020 and end May 10, 2020. I paid for this in full in September, a price of $2,847.50. Due to Covid-19, they had to suspend this tour, and provided a voucher, which expires December 2022. These, however, were the only dates I could go. I contacted them in April asking for a full refund, since I would be unable to use their voucher. They refused to give me one. I can't believe they can keep my money, as I feel I am being held liable for Covid-19 by their doing so. No one can predict the future, and 2 years is a long time to wait for my money back, especially in these hard times the virus has created. I am 71 years old.
We are in the process of refunding Ms.. Due to a severe backlog of refund requests pending, the time frame for processing refunds is 90 days.The refund amount is $2847.50. Her file has been sent to our accounting office and will be added tot he queue for refunds.
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.
If, however, there is any way they can expedite my refund, it would be greatly appreciated, since 90 days is a long time to wait. They have had my money since September 2019.
Sincerely
I'm 81 years old and planned a once in a lifetime trip to Ireland with GET travel (Grand European Travel) that was scheduled for May 15th. Due to the Covid19 pandemic the travel agent has cancelled the tip. When I was notified of the cancellation I requested a refund and told them I would not be able to go at another date and time, at 81 who knows if I'll be around next year and I will not feel save traveling after this pandemic. After several emails going back and forth they are only offering a travel credit which I am not interested in. This trip was a planned a year ago and the timing was coordinated with my friends. GET is refusing to issue a refund under the clause force majeure. I bought travel insurance and was told by the agent I could cancel if needed. I did not cancel this trip the agency did but they are refusing a refund. I would love some help on this to get my money back this seems to be in bad faith and not refunding my money. Thank you in advance for any assistance you can provide.
We are in the process of refunding Mr.. Due to a severe backlog of refund requests pending, the time frame for processing refunds is 90 days.
Also note that the amount he is requesting is not correct. He paid $1957.50 which included non refundable Travel Insurance at a rate of $149.00. Therefore his refund amount is $1808.50.
His file has been sent to our accounting office and will be added tot he queue for refunds.
I have requested cancellation of Grand European Travel's brochure by telephone several times. It is still being delivered to my P.O.Box. Now this company shows my name on mailing label along with "or current resident." This is a flagrant misuse of my P.O.Box, not to mention a total disregard for my requests for them to STOP! This brochure is bulky. I am in the process of seeking an email for Jo B, one of their executives, who I hope will be more forthcoming than the representatives who answered the calls. Please advise how I can remedy this issue. Thank you
Ms *** has been successfully removed from our database. I do not have the dates in which she claims to have called in, but it does take 3-4 weeks for the data to be completely removed. She should not receive any future mailings.
Complaint: ***
I am rejecting this response because: This abuse has been going on for at least one year. I have called, been given the same rhetoric of it take 3-4 weeks for the mailings to cease. I am
still receiving the mailings as indicated in my complaint. However, they have become clever in showing my name, plus "or current resident" to get around cancelling the mailing to my
P.O.Box completely, which is the only ethical resolution to my request.
Sincerely
I went on a trip to Italy with this company, which was fine.
Except that each hotel I was given an extremely small room with a shower the size of a phone booth. I had to open the doors of these showers to be able to wash my legs and I am a small person in height and weight. The single cost of this trip is much higher, so individually I am paying more than a couple or three in a room. So even though I pay more I get less.
There were two other single women and during conversations found out that they had larger room with tub/shower combos therefore larger. I checked this to be sure. Then told tour director of the problem early in the trip within 3 days of 12 days journey. I thought that would take care of the situation but, it did NOT. Then next to last hotel I was given a room with a bar above my room with chairs scratching across wooden floors until 10pm at night so made it very difficult to try and get some sleep as I was waking up @ 5am.
I am very reluctant to travel with this company again. They made me feel as if I was a "SECOND CLASS CITIZEN" It was a very DISAPPOINTING trip indeed!!
We responded to Ms. complaint on May 16, 2018 and explained to her that when you are traveling as a single and paying a single supplement, it in no way guarantees you will receive a room of the same size as those who are booked as doubles. The single supplement is collected to compensate a hotel for losses incurred from only one person occupying a room. Most hotels are built with the assumption that at least two people will be in a room, therefore they will place single guests in smaller rooms in order to ensure there is enough allocation of double rooms for couples. This policy is standard for all tour companies and cruise lines. We also state in our terms and conditions regarding single rooms :While single rooms provide privacy, they are often smaller than twin bedded rooms.
Ms *** complained extensively to her Tour Guide who made every effort to upgrade her rooms when there was availability at the hotels. We do have documentation that she in fact did receive double rooms in several cities after her complaint.
GET has already apologize for her inconvenience.
Please see attached report from Ms. Travel Director on her trip.
Complaint: ***
I am rejecting this response because: I can not believe how LOW a tour director will go by Creating LIES. I did have a nice time and enjoyed my trip except for the rooms which were extremely cheap and horrible. I never touched any change on tables for waiters as we were not tiping included meals. I do not need anyone's change I am well off financially and have no need. What a STUPID LIE to create it is just like someone in elemenary school playing tit for tat. I am a retired teacher and do not need anyone's change how absolutely preposterious.I will never use this company again and neither will my family and friends. I simply can not believe how they can take advantage of a recently widowed woman and treat person like trash.I will not be bothered any longer with them as I can now see to the extent they will LIE to avoid the situation at hand. By simply not using their so called service again I am speaking for myself as well as family and friends.
Sincerely