Beyond Travel is keeping our 3k Deposit.

[wilso1]

We are having a problem with a travel agent not wanting to give us our $3'000 deposit back from a Croatian Cruise we had booked for late June.

We were told in early April that we had to pay the remaining 5k, and advised the following.

1. Cancellation

a. Standard terms and conditions apply – Loss of deposit

Further cancellation fees would not apply until 26th April if you pay the final payment

2 Deferment until later in 2020 or 2021

a. 100% of all moneys paid deferred

b. Surcharge on the fare difference applies

c. $255.00 per person amendment fee

d The new cruise date MUST be advised at the same time as cancelling the June cruise. It must with booked with the same cruise company

The alternatives above are offered in good faith over our usual Terms & Conditions.

Due to the high number and often complex nature of requests we kindly ask you reply by email with your client's preferred option as early as possible


I asked the agent Luxury Travel, whom we booked it through, who has our 3k deposit? And pointed out we had not cancelled anything and it obvious the cruise is not going ahead, the entire world is in lockdown. The reply she gave me was quite surprising, she stated, the cruise is still going ahead, and Beyond Travel has $2027.50 to which they would have sent a portion to the boat and we have our professional fee of $973.20 which was taken for expenses on the 27th November 2019.

I pointed out to her there are No cruises happening anywhere in the world and gave her a link from Croatia where it clearly states Nothing is happening and people who visit Croatia will need to quarantine for 2 weeks.

I then received an email from a Bryce Cramton from Beyond Travel giving me the spill on how Beyond Travel is a wonderful family business and are doing everything from the book and this is forced on us by the operator. I pointed out to Bryce that we have never received anything from the operator and all the money is being held by the two travel agents, and not the operator.

To this date we still don’t know if we are going to get anything back from these people, It’s a lot of money to lose for nothing in return, considering we have Not cancelled or done anything wrong?

Any advice would be appreciated.

 

[glasszon]

How did you pay for the deposits? Do you have any travel insurance?

 

[wilso1]

How did you pay for the deposits? Do you have any travel insurance?

Hi, we paid with our credit card but they don't cover epidemic.

 

[glasszon]

Hi, we paid with our credit card but they don't cover epidemic.

First thing you need to figure out is whether the cruise is actually cancelled or not.

Regardless whether you are allowed to enter Croatia, if the cruise is still going ahead then there isn't much you can do if you are prevented from getting on the cruise ship, it's no different than you failing to obtain a visitor visa to the country. In this case I would recommend working with your travel agent and rebook the trip into a future date, as that seems to be an option based on what you quoted.

If the cruise indeed was cancelled, then you should call both your credit card company and your travel insurance company. People have mixed results so far with chargebacks and travel insurance claims. Unfortunately while you should get your money back if the cruise is cancelled, there's no guarantee it will happen.

 

[stoney]

Cancel the transaction made by your credit card. this will form a disputed transaction which you will have a reasonable chance of having the transaction reversed. Best of luck!

 

[Kate59]

Contact the ACCC, they are acting on companies who are holding money, especially if cruise are cancelled. The changed Flightcentre who where keeping deposits.

 

[pippilongstocking]

Hi Wilso1,

We are having a similar issue with a
Melbourne travel agent.

We paid deposit in November, for cruise departing in June 2020. Thinking back now I feel like the agent pushed me to pay remaining $5400 only 5 days before shut Australian borders shut in March.

I was in remote QLD at the time and didn’t realise how terrible the covid19 situation was, otherwise I would never have paid the full amount.

Now he is telling me it will be 6-12 months before any resolution and that it’s doubtful I Will get any refund, only a credit.

I do have travel insurance but not sure what’s the best course of action now.

I’ve lost faith in the agents integrity as he must have know at that time just how bad it was globally.

Pippi

 

[Lynnelanne]

Was it 'Luxury Travel' or 'Luxury Escapes'? If the latter I can share some information the might be relevant.

 

[annier]

We are having a problem with a travel agent not wanting to give us our $3'000 deposit back from a Croatian Cruise we had booked for late June.

We were told in early April that we had to pay the remaining 5k, and advised the following.

1. Cancellation

a. Standard terms and conditions apply – Loss of deposit

Further cancellation fees would not apply until 26th April if you pay the final payment

2 Deferment until later in 2020 or 2021

a. 100% of all moneys paid deferred

b. Surcharge on the fare difference applies

c. $255.00 per person amendment fee

d The new cruise date MUST be advised at the same time as cancelling the June cruise. It must with booked with the same cruise company

The alternatives above are offered in good faith over our usual Terms & Conditions.

Due to the high number and often complex nature of requests we kindly ask you reply by email with your client's preferred option as early as possible


I asked the agent Luxury Travel, whom we booked it through, who has our 3k deposit? And pointed out we had not cancelled anything and it obvious the cruise is not going ahead, the entire world is in lockdown. The reply she gave me was quite surprising, she stated, the cruise is still going ahead, and Beyond Travel has $2027.50 to which they would have sent a portion to the boat and we have our professional fee of $973.20 which was taken for expenses on the 27th November 2019.

I pointed out to her there are No cruises happening anywhere in the world and gave her a link from Croatia where it clearly states Nothing is happening and people who visit Croatia will need to quarantine for 2 weeks.

I then received an email from a Bryce Cramton from Beyond Travel giving me the spill on how Beyond Travel is a wonderful family business and are doing everything from the book and this is forced on us by the operator. I pointed out to Bryce that we have never received anything from the operator and all the money is being held by the two travel agents, and not the operator.

To this date we still don’t know if we are going to get anything back from these people, It’s a lot of money to lose for nothing in return, considering we have Not cancelled or done anything wrong?

Any advice would be appreciated.

Hi
You could also see if you qualify to join this class action through Slater & Gordon Class action threat against travel providers over coronavirus vouchers - ABC News

 

[ajw373]

The agent is probably 100% correct. If not formally cancelled then it is you who is initiating the cancellation not the cruise company.

In relation to travel insurance you need to check your policy carefully as some insurances do cover medical and travel cancellation costs provided the policy was taken out before the pandemic was declared.
And with businesses not refunding the full amount in someways I can understand this. So long as your invoice clearly itemises what each charge is, it would seem reasonable for them to no refund charges for service that they have already rendered. For example if a travel agent says their fee is X, and they have provided their services why should they refund it?
Whilst not nice to loose money due to no fault of your own, fact is business is loosing far more, and as I said if it was for a service they have provided like spending hours booking your trip why should it be refunded?

 

[Merlinsdad]

Was it 'Luxury Travel' or 'Luxury Escapes'? If the latter I can share some information the might be relevant.

Hi Lynnelanne
I have a trip booked to China sold by Luxury Escapes. Departure date is 13 May 2020. LE has in the last week offered me a full refund in the form of a travel credit. I would rather a cash refund.
Do you have any advice as to how I might convince LE to provide cash instead of a credit.

Thank you
Merlinsdad

 

[muppet]

The agent is probably 100% correct. If not formally cancelled then it is you who is initiating the cancellation not the cruise company.

In relation to travel insurance you need to check your policy carefully as some insurances do cover medical and travel cancellation costs provided the policy was taken out before the pandemic was declared.
And with businesses not refunding the full amount in someways I can understand this. So long as your invoice clearly itemises what each charge is, it would seem reasonable for them to no refund charges for service that they have already rendered. For example if a travel agent says their fee is X, and they have provided their services why should they refund it?
Whilst not nice to loose money due to no fault of your own, fact is business is loosing far more, and as I said if it was for a service they have provided like spending hours booking your trip why should it be refunded?

If you pay a dealer a deposit for a car and the manufacturer goes out of business before delivery, do you expect to lose your deposit because of the work the dealer did in “spending hours” placing your order?

If agents want to charge a fee for service they are free to do so and make it clear upfront. They don’t do that, they sell a cruise and if you don’t deliver the cruise I cannot fathom why you think you should get paid.

 

[ajw373]

Have you asked for a refund? My understanding is they and many others offer a credit or delayed booking in the first instance and a refund if you ask.

 

[luco2577]

Was it 'Luxury Travel' or 'Luxury Escapes'? If the latter I can share some information the might be relevant.

Hi Lynnelanne. I have a Canadian friend who booked a cruise for himself and wife through Luxury Escapes. He can't get on to Luxury Escapes to sort out whether or not the cruise will proceed, cancellation, refunds etc. He paid the full amount up front. I'm unaware about insurance situation. I would appreciate you sharing 'some information that might be relevant'. Thank you.

 

[rodsarah]

We are also with Beyond Travel. They have offered credit notes and like wilso1 are very concerned about the risk and cost. Are in the process of rejecting the offer via Travel Associates, a 'Flight Centre' associated agency. Thoughts and suggestions and advice? Thx.

 

[travel_bug]

We are having a problem with a travel agent not wanting to give us our $3'000 deposit back from a Croatian Cruise we had booked for late June.

The issue is, Croatia appears to be in the process of slowly lifting their lockdown, with their tourism board going hard on trying to get tourists back there for the European summer. Croatia plans to attract tourists, despite pandemic

Unfortunately as the cruise could technically still go ahead, your rights for refund are limited until the cruise is officially cancelled. If this cruise departs or has its major ports in Croatia and Croatia decides they're ready to be open for business again, then technically it doesn't matter from their perspective if Australia is still under lockdown and you can't get there. ​

Your best option may be to either wait a couple of weeks if you can, which is when the Croatian Government may be providing more information on their own lockdown, or request a credit note or to change your dates to 2021 without penalty.

 

[blackcat20]

Hi Lynnelanne
I have a trip booked to China sold by Luxury Escapes. Departure date is 13 May 2020. LE has in the last week offered me a full refund in the form of a travel credit. I would rather a cash refund.
Do you have any advice as to how I might convince LE to provide cash instead of a credit.

Thank you
Merlinsdad

If the tour itself isnt cancelled then I don't think you'll have much luck getting a refund.

 

[wilso1]

Was it 'Luxury Travel' or 'Luxury Escapes'? If the latter I can share some information the might be relevant.

Hi, it was Luxury Travel, a smaller agent in the south of Sydney.

 

[wilso1]

The issue is, Croatia appears to be in the process of slowly lifting their lockdown, with their tourism board going hard on trying to get tourists back there for the European summer. Croatia plans to attract tourists, despite pandemic

Unfortunately as the cruise could technically still go ahead, your rights for refund are limited until the cruise is officially cancelled. If this cruise departs or has its major ports in Croatia and Croatia decides they're ready to be open for business again, then technically it doesn't matter from their perspective if Australia is still under lockdown and you can't get there.

Your best option may be to either wait a couple of weeks if you can, which is when the Croatian Government may be providing more information on their own lockdown, or request a credit note or to change your dates to 2021 without penalty.

Hi, thanks for the reply. my sons friend had booked directly with an agent in the EU for a similar cruise and they had their money refunded a month ago. I also had checked on the web and as you can see all cruises are cancelled.

We have done 25 cruises and as you know they operator gives out the info, in this case the agents wont give me anything from the operator, other then saying its Beyond Travel. And as I stated from their response, the agents have passed very little to no money to the operator.

 

[wilso1]

The issue is, Croatia appears to be in the process of slowly lifting their lockdown, with their tourism board going hard on trying to get tourists back there for the European summer. Croatia plans to attract tourists, despite pandemic

Unfortunately as the cruise could technically still go ahead, your rights for refund are limited until the cruise is officially cancelled. If this cruise departs or has its major ports in Croatia and Croatia decides they're ready to be open for business again, then technically it doesn't matter from their perspective if Australia is still under lockdown and you can't get there.

Your best option may be to either wait a couple of weeks if you can, which is when the Croatian Government may be providing more information on their own lockdown, or request a credit note or to change your dates to 2021 without penalty.

All the airfares and flights have been cancelled and refunded By they airlines, I don't think its good practice to take the boat out with no passengers on them.