Leisure Pass Group

I purchased 6 GO city passes to *** in February. Trip has been delayed due to covid. Several attractions are no longer available. I do not want my money back. Some of the featured activities on the GO city pass I purchased are not being offered to me even though they are open and Go city is still selling these attractions. The highlight of my pass was *** All-Inclusive PLUS "interax" Dolphin Adventure. and *** Stand Up Paddle. Both attractions are open and available to book for new customers. I expect my purchase to be honored by the company unless there are very legitimate reasons for not honoring. Is there something that can be done for me?

We planned a trip to *** at the beginning of March 2020 and planned to travel in April. Obviously our plans were canceled due to the Covid -19 pandemic. After waiting to see if the situation would resolve itself we contacted GoCity/Leisure Pass Group/Smart Destinations to request a refund. After speaking to a manager who said there was nothing he could do we were given an email address to contact someone above him. She replied, days later and only after we contacted them again, that their management team had evaluated our case and were unable to give us a refund.
This last part was interesting because other complaints on the Revdex.com from earlier in the year did yield refunds outside the 30 days. They seem to have stopped giving them as the pandemic escalated. Through many conversations with the customer service representatives we learned that they used to have the ability to give refunds but it was “removed from their system”. Also, we were told that not even the second level manager can give refunds. Naturally that is the highest person you can contact at the company.
The most disturbing interaction came when we tried to dispute the charge through our credit card company. The response given by the company contained the following: “Purchase was made at a time of increased risk due to Covid-19 and Customers were aware and accepted our T&C’s at the time of purchase”. It is highly offensive and insulting to suggest that we should have known the risk when we booked our trip. We couldn’t even travel to *** as of August 1st, 2020 because they are currently under a travel ban. If we were to travel their we would have to quarantine for 14 days before we could use the pass for the few attractions that are open. A 21 day vacation isn’t feasible. This company does not care about its customers. They are trying to hang onto every dollar they can and do not care if people are suffering because of it. Their response to Covid-19 as a company has been extremely disappointing and their customer service is basically nonexistent. I would not recommend them now. I would not recommend them in better times.

We purchased 6 pases for *** in Februruy. Due to Covid -19 our trip is cancelled with plans to reschedule. We have contacted this company several times to ask for a full refund but they refuse. They offered to extend our passes but that doesn't help. We will not be traveling to *** at all. Six passes were very expensive and we need that money back now. We are cancelling due to the pandemic, but they don't care.

We are asking for a refund. We bought the tickets ahead of time and planned our vacation the the virus hit and everything shut down. We do not or financially can travel. Due to the riots and protests and the virus we feel it is unsafe to travel with our children.

I bought two go city *** passes on the 17th February to travel this August but due to Covid-19, my trip has been cancelled. I have tried several times and ways to contact the company and I have received no answer. The generic solution they are giving to their customers (extension and changing cities) does not suit me as a trip to *** is not easy to rearrange, especially in the current economic situation and without knowing how international travel will be in the future. The change in cities is also not suitable as I bought a pass for *** and that is not what I will be getting (also, the value and price of *** pass is much higher than that of other cities they offer). As all other business are doing (and have done with me and with much less hussle), if they cannot offer what the costumer paid for, they should refund their customers.
In addition, as seen in this same website, they have offered refunds to some customers, therefore, I do not think it is ethical (or even legal to not offer refunds to everyone who asks for them). This situation is already very difficult (regarding health and economy) for this company to be holding my money for a service they cannot provide and not even offering a decent customer service as they will not even answer me.

In Dec 2019 I purchased a *** pass which included 2 attractions (*** and *** to use in April for a 4 week trip we had booked in the USA. Unfortunately like many other people our flights and trip was cancelled due to COVID-19.
I contacted customer service in March as soon as I was aware of the situation and requested a refund and was advised they were unable to refund but would offer 2 years validity on our pass.
At the time it was thought COVID-19 would pass and things get back to normal by the end of the year however this was not to be the case and in fact things have obviously worsened. Considering the situation with COVID-19 and riots in America and also our own financial situation (job loss) we are unlikely to be able to travel to the USA for many years and as a result I have reached out again to customer service to seek their consideration to provide a refund.
Unfortunately they have again advised they are unable to offer a refund and only the extension of the expiry date of the pass.
I would ask that they reconsider this due to the situation which is out of anyones control. Flights are grounded, attractions closed and people including ourselves are experiencing very challenging times.'

Do not purchase anything from this company do not deal with them in any way.

We purchased a GoCity DBA LondonPass for a trip in May 2020. Due to COVID-19, the trip was cancelled. I contacted them twice, at their various email aliases and received no response. We finally received a response and went back and forth with the company at least 3 times via email and the company stated they will not refund our payment due to the pass being purchased more than 30 days ago, but have extended the pass for two years. This is an unprecedented event. We would have liked a refund back to the original payment source but were not afforded one.

The argument and practice by the business is not acceptable because they have set the precedent of providing refunds to at least six other complainants listed on the Revdex.com.org site who admitted they purchased their passes well in advance and have received refunds outside of the 30 day window. A refund was even provided for someone who purchased their pass as early as November, 2019 as well as for several complainants who purchased their pass in February, 2020, in the same month that we purchased our own pass. The argument and practice by the business is also not in good faith as no one can assume that extending the life of the pass will enable the customer to utilize said pass in this unpredictable global pandemic. Essentially, the business is asking the customer to forgo all value invested into the purchase of pass.

Like many we had a trip of a life time planned for April. Like everybody our plans have changed. Every other booking we made regardless of if it could be refunded or not has gotten refunded EXCEPT for Leisure Pass Group/GoCity.
I have been trying for two months to receive a refund, through chats, phone calls, and countless emails. I have repeatedly been told that due to their cancellation/refund policy the passes won't be refunded, but rather extended.
That is not helpful to all. My family has been sick, hit with financial insecurity, and the state of the world and economy, in the midst of this pandemic is shaky and uncertain. We will not be able to travel within two years. I’ve seen from many reviews/comments all over social media that we are not alone. Stand by your customers.
I have also been advised that this is illegal. According to state statues unless the Go City contract has a clause that mentions "Acts of God" or "Force Majeure" (unforeseeable circumstances that prevent someone from fulfilling a contract),you are required to provide a full refund.

We purchased two *** on January 28, 2020 for travel in May of 2020. Due to the covid-19 pandemic and travel restrictions, our trip was cancelled. This situation was totally out of our control. As well, all the venues that are covered by this pass are closed. I emailed the company requesting a full refund and stating the reason (covid-19). I received an answer about two weeks later saying that I could not receive a refund due to the fact that it was past the 30-day allowance for refunds. I then phoned the company and repeated my request. I was again denied a refund and was offered an extension of the original pass from one year to two years from the original purchase date, meaning that it would be valid until January 28 2022. I was also told that it could be used for other cities instead of ***. I purchased this pass in good faith, specifically for ***, because we had never visited this city. This is our first experience with this company and I am having difficulty understanding their inflexibility.

Leisure Pass Group/London Pass/Go City Pass/Smart Destinations Inc. is a total scam. With COVID-19 ravishing this world they're more than happy to keep your money. Even during a world crisis, an actual pandemic, they make no exception to refund their customers who are no longer able to travel. Offering to extend passes or swap cities may work for some people but not everyone. With airlines and hotels making exceptions to the rule, The Leisure Pass Group/London Pass/Go City Pass/Smart Destinations Inc. will not bend. Their way of conducting business is sickening, taking advantage of people in a time of crisis. The Leisure Pass Group/London Pass/Go City Pass/Smart Destinations Inc., should be ashamed. Think twice before trusting these crooks. It shouldn't be this hard trying to get our money back! WE NEED REFUNDS. WE NEED THEM NOW! Your customers shouldn't need to come crawling to you, begging for what's rightfully theirs. You could not deliver the goods promised for when people expected them, and that's unfortunate. Try to redeem yourselves by doing what's ethical and doing it now!
WE WON'T ACCEPT AN EXTENSION OR A CITY SWAP. WE PLANNED ON LONDON. WE'VE BEEN PLANNING THIS FOR YEARS! WE WANT OUR MONEY BACK. OUR REQUEST ISN'T UNREASONABLE CONSIDERING WHAT'S GOING ON IN THE WORLD.

We purchased a GoCity DBA LondonPass for a trip in May. Due to COVID-19, the trip was cancelled. I have contacted them twice, at their various email aliases and received no response. We finally received a response and have went back and forth with the company at least 3 times via email and the company is stating they will not refund our payment due to the pass being purchased more than 30 days ago, but have extended the pass for two years. This is an unprecedented event. We would like a refund back to the original payment source due to COVID-19. We are not planning to take this trip within the next two years.

Due to Covid-19 travel restrictions in *** our flights for our June holiday have been cancelled and we are unable to travel to the USA. I have contacted the company on several occasions to get a refund as we will be unable to make it there anytime soon as *** has level 4 travel restrictions. We don’t know when we will be able to travel overseas again and they have refused to return my money and stated it falls out of the 30 day refund period. I understand that everyone is affected by this pandemic but I don’t understand how they can take advantage of the situation and not return our money. If I could go I would but it is out of my hands. This was going to be our last big trip before starting a family and now we can’t go. We are also struggling financially over here too. We can’t afford to lose the money when it’s not our fault. I bought theses passes out of good faith and now they are not going to be used and they cost us a lot of money. I just want to be refunded the money that is rightfully mine. I didn’t choose this outcome. I didn’t choose for the coronavirus to ruin everyone’s plans and lives. This is an unprecedented event. I just want a refund, due to COVID and my financial situation, I am not looking to re-book, and since we don’t know what the future holds, would just like a refund.

I had purchased a gocity pass for *** for a trip in April. Due to COVID, the trip was cancelled. I have contacted them twice, and the company is stating they will not refund my money due to it being over 30 days, but have extended the pass for two years. This is an unprecedented event. I just want a refund, due to COVID and my financial situation, I am not looking to re-book, and since we don’t know what the future holds, would just like a refund.

We bought our tickets Feb 16th and they closed ***. They will only offer refunds if it was booked within 30 days due to cocid 19. It was 30 days after that *** closed so we couldn't get a refund. They did extend the usage date which is absolutely useless to us as we need the money. We did explain that to them and they could care less.

Purchased two 3-day GoCity passes to *** in November, 2019 for $370.26. Passes were to be used during May 4-8, 2020 trip to ***. We had every intention of using these passes on this trip, but due to COVID-19. on 4/6/20, cruise was cancelled. Hotel is now closed, *** has mandatory 14 day quarantine for all arrivals, and GoCity website indicates that most sights in *** are closed. I contacted Customer Support on 4/6/20 and spoke to "***". I was told that refunds are not offered more than 30 days from purchase date, but that the passes are good for two years.Travel companion and I are both Registered Nurses and due to uncertainty concerning health and financial outcomes with COVID-19, travel in the next two years is highly questionable, and is in fact doubtful. I was told that no supervisors were available to discuss the issue with, but someone named "***" would call me on 4/7/20. No call was received. I sent the company an email (directed to *** at Leisure pass) on 4/7/20 but have received no acknowledgement. It is unconscionable that in the midst of a global crisis this company will not issue a refund. Every other company and carrier that we had scheduled for this trip has given refunds without question or argument. This company needs need to do the right thing and refund its customers!

My wife and I purchased 3 day *** passes in February (2/19) prior to the Cover-19 outbreak here is the US shut down everything. On March 20th I reached out to customer service via chat to discuss possibly getting a refund for our passes as we were suspecting that our trip would be cancelled due to the out break. I spoke to a customer service rep on chat who advised me that I need to send a request online to get a refund, and he advised that the refunds were taking awhile to process so it might take a week or two to get the refund.
I went online and send via the online contact firm a request to have the refund issued for our passes, I never received anytype of confirmation in my email that my request was received so today I reached out to customer service to see what was going on with my request as I had not heard anything and no refund was issued to my card.
To my surprise I was informed that my request was denied because we were beyond the 30 day guarantee that is listed on the website. I tried to explain to him that I had talked to someone back on Mar 20th and also had sent a refund request. He asked if I took a screenshot of the contact for before I submitted like that would be a normal thing for someone to do. I explained no, to which he promptly advised me then that my refund request was then denied as we were now outside the 30. I asked to speak to a supervisor to which he claims that he asked his supervisor and they also refused to refund.
I explained to the customer service rep that the trip was planned to occur right before my wife who is 28 weeks pregnant would no longer be able to fly and before we would have a newborn that would make traveling difficult. He did not seem to care and said that the refund was still denied but they offered to extend the passes for 2 years so we could use them later.
I explained to the rep that this was not acceptable as I do not plan on taking the trip anymore and just want my money back. He again stated that it was denied and advised me there was nothing he could do.

My wife and I booked a trip to *** on 1/5/2020. Our trip was from Sunday 3/15/2020 through 3/20/2020 To make our stay easier and to keep costs down we purchase a 5 day pass from ***, a part of Smart Destinations in *** The was long before Coronavirus Pandemic started. As things started to happen we kept a close watch on ***. On Friday 3/13/2020 all of the attractions in *** started shutting down so we cancelled our trip. So far everyone has been very helpful with refunding us. We are waiting to hear from *** & *** about the cost of the plane tickets. Unfortunately *** , part of Leasure Pass Group and Smart Destinations has refused to refund us the cost of the tickets. We had no control over the what happened and we feel the only fair thing to do is to refund our money. All they will do is extend the pass for up to 2 years. We are both 61, my hours have been cut and my wifes company may be laying off people. We are not rich and can really use the money. Everyone who left a review since the Virus have the same issue & complaint. In severe times like this I cannot understand how a company would be so rigid. In my mind they stole our money. I want a full refund. I have sent 10 e-mails and called. I was told a manager would call me back in 1 hour. That was over a week ago and still nothing

We purchased *** pass from this company on October 7, 2019 for a once in a lifetime family vacation with my two young daughters. Our trip is March 12, 2020 thru March 19, 2020. Obviously, when we purchased the passes we had no clue there would be a virus pandemic that would force the attractions/experiences to close. Customer service say all that they can do is extend our passes which does us no good as this is a once in a lifetime trip. Every other business that we’ve worked with has had no issue with providing refunds. This is very deceptive to have people purchase a pass while planning their vacation in advance to then tell them they cannot have their money back. Particularly in a time when the country has been placed under a state of emergency.

We have purchased 2 *** Explorer Pass 5 Attractions Adulte the 10th September 2019 for $252.72.
The order number is ***.
Unfortunatly, we have been charged twice. I can see on my bank account two debits.
The first one with the amount of our order : $252.72 and a second one of $286.33.
We have already checked with our bank and they confirm us that the company charged us twice despite the fact that we ordered only one time.
We have already contacted the company and provide them all the needed information. They don’t want to refund us and are saying that they can see the second order but can’t provide us the name and email address due to privacy law.

I am writing to you today to explain a problem that I had over the past week with the *** and their customer service center. I purchased three explorer, seven choice adult ***s on October 21, 2019 (Order Number ***). With the email confirmation, I clicked on the “Print your pass(es)” link which downloads a 15 page PDF that includes my passes as well as, “important details about each attraction, such as admission information, location, and hours.” I read everything enclosed and emailed *** ahead of time and received confirmation without any issues.

On Friday, December 27, I activated the cards without any issues at *** and went through the exhibit. Next, we went to the *** (number 28 on my Explorer Guidebook) and the passes did not work. I called the customer service number on the *** and was told that the *** was not included in the passes that I purchased. I said how is that possible when I am standing here with a guide that I got with my tickets that shows it included, in addition, the *** app that I have loaded my *** Explorer Pass that only shows the guide once you load your passes is showing the *** as well right now?

The person put me on hold and said that it is not on the website and it doesn’t work with this pass. I then asked for a supervisor to explain my position, because honestly, I didn’t understand how this was possible given it is still showing the ***. I was then transferred to *** who said he was a supervisor, explained again how my pass did not include the ***, and said there was nothing he would do. I then asked for a refund and he said that it was over 30 days and that I had already activated the pass (which were both true), but I explained that under your own Terms and Conditions (***) is says, “Occasionally, an error may occur, and products may be either incorrectly priced or described in which case we are not obliged to supply the goods at the incorrect price or in accor***ce with the incorrect description or at all. We reserve the right to correct any errors from time to time. We will (at our discretion) either cancel your order and refund the price you have paid or use reasonable endeavors to contact you and ask you whether you wish to continue with the order at the correct price or correct description. If we are unable to contact you or you do not wish to continue with the order at the correct price or correct description, we will cancel your order and refund the price you have paid.”

Therefore, I am writing because I contacted them and asked for a refund given the fact that they did not provide and would not provide the advertised services and all they would do is credit me 10% which would not cover either 1/7th of the cost of the tickets or the cost of the *** tour even though I believe I am entitied to a full refund given their own terms and conditions.