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Kept my deposit and insurance despite Pandemic

Update by user Oct 18, 2020

Could Also be known as Online vacation journeys.

Original review posted by user Oct 18, 2020
We were scheduled to go on the Ireland, Iceland, Greenland tour. We had had to sod trouble with our Enrichment journey expert travel agent making me wary of this trip to begin with. When the pandemic hit We canceled. It took forever to get the money back from the land portion of the tour although Celebrity cruises refunded right away. Enrichment journey refused to refund the deposit and insurance, keeping close to $2200 even Though the trip was eventually canceled when these countries closed down. One last couple who hadnt canceled got all of their money refunded. Explaining that this was a special situation Held no ice. They just kept saying I could rebook. We will be taking a road trip and I thought I could use part of my credit for the hotel. Now they say Id have to use the whole desist portion $998 at one time or lose it all together. Ill never use them again!

User's recommendation: Don’t even think about it!

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1 comment

A review was already provided for this booking on May 26, 2020. As we mentioned in our previous response, when a client initiates a trip cancellation, the standard cancellation policy at that time applies.

Any future offer, due to cessation at the cruise line or otherwise, is not retroactive and cannot be applied to anyone's reservation who canceled previously. This is not unique to Online Vacation Center—cruise lines, escorted tour operators, and other travel agencies have similar policies. The amount and timeline you stated for the refund is inaccurate. We have it on file that the cruise line refunded you in March and our company refunded you in April (less the $998 Non-Refundable Agency deposit and insurance premium you agreed to at the time of booking), with the check being cashed the same month it was issued.

While the Non-Refundable Agency deposit was not refunded, your Personal Vacation Manager advised it is transferable and can be applied to a new reservation. Since we are not the insurance provider, refundability of the insurance premium and any other policies set forth by the insurance company are out of our control. However, the premium (if no claim is filed) can also be applied to a future booking. Both of these payments, which are typically not refundable, are able to be used on a future booking with an extension on date options that were not previously available, due to the pandemic.

We would like to make sure the moneys you paid are not lost.

If you would prefer to work with a different Personal Vacation Manager, we are happy to pair you with someone who is a better fit. Please contact us at customerservice@***.com for further assistance.

#2233456 Review #2233456 is a subjective opinion of poster.
  • Price
  • Mess up money placed on account
  • No customer service
  • Unavailable when you call
Preferred solution
Full refund