G Adventures tour refund refusal

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May 30, 2020
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We were scheduled on a G Adventures Morocco tour, departing March 25, 2020. G Adventures canceled the tour on March 13 due to the pandemic. We quickly received refunds from Delta Airlines and a hotel in Casablanca. I submitted a refund request to G Adventures on March 25.

A March 11 email from G Adventures stated in the FAQ: "What happens if G Adventures cancels my tour? We will offer you a travel credit equal to 110% of the price you paid for your land tour or we will offer you a full refund of your land tour cost." Their website had the same language, but the refund statement was deleted some time after March 25.

When I checked out GA account, our trip invoice had been changed to show a "suspension charge" with the total trip cost and total payments shown, along with and a statement that no refunds would be issued.

The reasons for requesting a refund: 1) Our ages: my husband is 78 (with underlying health conditions), and I am 70. Travel for us will likely be limited when the world reopens. 2) This trip was scheduled with a visit to family member working in Casablanca through September 2020. 3) Responsibilities for 95 year old mother will make scheduling a different trip with GA unlikely.

GA's response to my request explained that the change to "suspending" rather than "canceling" the tour makes the earlier promise of refunds not apply. My second letter brought the offer of 110% credit transferable to another person. While appreciated, this is not helpful in our situation.

Our travel insurance (Arch RoamRight) rejected our claim for coverage of the tour cost. My mistake, I should have immediately asked for a refund of the cost of the travel insurance.

G Adventures is based on Canada. They have no listing under the California Attorney General's office. The Ontario Travel Regulator's site has a response to this question that makes a refund seem unlikely: https://www.tico.ca/blog/happens-health-incident-like-coronavirus-impacts-travel-plans.

My question: Advice on whether or not to begin the credit card investigation process? I do not want to lose the GA offer of a transferable credit by initiating the credit card investigation. Credit card company has been very supportive

Thank you in advance for any advice.
 

jsn55

Verified Member
Dec 26, 2014
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Unfortunately, the tour company has probably run out of money. That's quite common these days. If you have written proof that you purchased a refundable trip, by all means file a credit card dispute. I would first write G Adventures a very polite note that says you appreciate their offers, but due to age and health issues, you need a full refund. Tactfully say that if they can't refund you in ten business days you'll be forced to file a CC dispute. That might get them to move. Good luck and please come back if we can further assist you.
 
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May 30, 2020
2
1
3
70
Unfortunately, the tour company has probably run out of money. That's quite common these days. If you have written proof that you purchased a refundable trip, by all means file a credit card dispute. I would first write G Adventures a very polite note that says you appreciate their offers, but due to age and health issues, you need a full refund. Tactfully say that if they can't refund you in ten business days you'll be forced to file a CC dispute. That might get them to move. Good luck and please come back if we can further assist you.
Thanks, giving them a deadline is helpful advice.
 
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Reactions: jsn55