Refund difficulty with Intrepid Travel

[RooFlyer]

Is anyone else dealing with Intrepid Travel (Australian based firm), trying to get a refund?

They called off their tours some time ago, and offered a 50% refund and 50% held as credit. That suited me at the time and I thought I'd be doing the same tour maybe next year, but I wanted to hedge my bets.

In early March I cancelled, and received an e-mail back saying funds should be received by me in 7 business days. That came and went, but I held off for a bit longer, thinking that they might be under a bit of pressure processing-wise. After about 3 weeks I called them, and was told that it had to go though several stages of manual processing (hmmmmm...) but it would be signed off in a few days. That was over 2 weeks ago. Nothing received in a week, so back to them. Told it was processed and "successfully processed" on a day in early April, but I had to wait "up to 10 business days" for it to reach my account (yeah, right).

That's now been and gone. So now I'm going to ask the credit card provider to do a 100% charge back, per non delivery of paid for service.

I usually believe in a stuff-up or incompetence rather than a conspiracy, but neither is very comforting right now.

Who else is dealing with Intrepid?

 

[shane2603]

Thats not good! I have quite a few bookings held for late this year with intrepid but the dates havent come up yet so its a waiting game, let me know Rooflyer when you get a response.

 

[RooFlyer]

I called Intrepid to see what was happening. Was told to the effect that 'we found out yesterday that the bank rejected the refund payments, as they were done in bulk' and 'our server has been down for the past 24 hours'. 'We are now processing the refunds individually'.

They processed a bunch of refunds, and it failed, and they only found out 12 days after the event???

I'm very glad to have begun the credit card dispute process for 100% of my payment.

Edit: @shane2603 - I see that they have now suspended tours 'at least until 30 September 2020'. They are offering 110% credit for cancelled tours, but remember you are entitled to a full refund (which they conveniently don't mention).

 

[bPeteb]

Ours was suspended this week. Luckily we’d only paid $1 deposits plus our night safaris and additional hotel night. Under $500 all up. Supposedly now held as 110% of value. The safari and hotel are not ‘Intrepid’ and we’re booked by then to third parties so I’m wondering if we will get that back in full? Tiny amount of money in the scheme of what some people will have paid.

 

[RooFlyer]

The safari and hotel are not ‘Intrepid’ and we’re booked by then to third parties so I’m wondering if we will get that back in full?

You certainly won't get anything back unless you ask for it. Last time I looked the word 'refund' doesn't appear on their web site (they've changed their policy several times). But if they've cancelled, you are entitled to a refund. I'm assuming you paid funds to Intrepid, not the hotel/safari direct? But even if not, you should be entitled to a refund.

 

[bPeteb]

You certainly won't get anything back unless you ask for it. Last time I looked the word 'refund' doesn't appear on their web site (they've changed their policy several times). But if they've cancelled, you are entitled to a refund. I'm assuming you paid funds to Intrepid, not the hotel/safari direct? But even if not, you should be entitled to a refund.

Yep, everything to them. We'll wait until things calm down a bit. Airbnb and Expedia next, both supposedly non-refundable, then BA for the SA domestic flights.

 

[Battymum]

Yes, I had a tour booked for September 13.
We were offered 110% of monies paid to be held in credit.
Who knows when we will be able to travel again and I would rather that money in my pocket at the moment - so opened an Amex dispute.
Money was back on my card the next day. Apparently the merchant can still dispute this and we can be recharged.

 

[JohnM]

Yes, I had a tour booked for September 13.
We were offered 110% of monies paid to be held in credit.
Who knows when we will be able to travel again and I would rather that money in my pocket at the moment - so opened an Amex dispute.
Money was back on my card the next day. Apparently the merchant can still dispute this and we can be recharged.

As Rooy knows, I have an Intrepid and a Peregrine (Peregrine being part of Intrepid Group) tour that were happening next month and are of course suspended. I opted for the credit.

Interested that you mentioned Amex. I didn't think Intrepid accepted Amex? I've always had to use Visa or MC (booking online direct.)

 

[Ekka]

We have a tour booked for August, paid this year, with a hefty deposir paid to another prominent Australian travel agent.

Many thanks for that. Westpac (Black) was not so obliging, requiring me to wait more than three months before they would do anything.

Unacceptable.

 

[Battymum]

Interested that you mentioned Amex. I didn't think Intrepid accepted Amex? I've always had to use Visa or MC (booking online direct.)

I know I had to call, they took Amex over the phone but not on their website. I deliberately wanted to use the Amex insurance. Our tour was with Peregrine.

 

[Battymum]

We have a tour booked for August, paid this year, with a hefty deposir paid to another prominent Australian travel agent.

We wanted to go with Inspiring Vacations - but I was reluctant to pay their hefty deposit, they wanted $2800 pp - even though we were arranging our own airfare.
That was some lucky forethought.

 

[RooFlyer]

We have a tour booked for August, paid this year, with a hefty deposir paid to another prominent Australian travel agent.

Many thanks for that. Westpac (Black) was not so obliging, requiring me to wait more than three months before they would do anything.

Did you make clear that it was for services simply not going to be delivered by the merchant (outright cancellation), NOT a 'dispute'? And the cancelled tour date had passed for me.

 

[JohnM]

I know I had to call, they took Amex over the phone but not on their website. I deliberately wanted to use the Amex insurance. Our tour was with Peregrine.

Did they impose a surcharge for using Amex?

 

[Battymum]

Nope.

When I booked I called them to clarify some things and while I was on the phone I said
ok, I will book that, do you take Amex? “
They took the payment over the phone there and then.

 

[RooFlyer]

Intrepid coughed up their 50% refund on Friday. So I've amended my credit card charge-back to just the other 50%.

 

[Battymum]

So I my Amex has just been charged $1200 again for the full amount of my deposit to Peregrine / Intrepid.
I have heard nothing from Peregrine, nor Amex. only noticed because the balance was higher than I thought.
Re-opened the dispute.

 

[Battymum]

My Amex dispute was denied but Peregrine have offered a refund less 15% “unrecoverable costs”

In the scheme of things, I am ok with that
Let’s see how long it takes to actually receive any money!