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Highlights
Themes
Cultural, Nature & Wildlife, 50 Plus, National Parks
What travelers are saying
"Our 8th OU tour was to Switzerland. We visited many sites in Switzerland, Austria and also a quick stop in Germany. O.U. takes all the stress away by using outstanding Tour Directors who handle everything. Our T. D. Kiara was fantastic! She worked flawlessly throughout the tour, even when we were stuck in Zermatt after a flood. I highly recommend O.U."
Highlights
Themes
Cultural, Rafting, Kayaking, Canoeing
What travelers are saying
"This letter is effectively what was communicated no less than 8 times in writing and conversation to OAT representatives up the chain, beginning 19 days before the trip. OAT was IMMOVABLE on allowing us to find an alternative travel companion and it was 100% due to rigid policy, not real barriers. We never expected a refund and wouldn't have blamed them if we could not fill my spot. They refused to even give us the opportunity. Appalling and sadly representative of their customer service. Congratulations, you lost two customers and one long time referral source. I only think it is fair that folks know the nature of the company at this point. An absolute shame. As a dedicated Edmund Hillary member of OAT with a history of introducing countless friends to your service including 4 who booked trips, I am writing to express my deep concern over the handling of our Galapagos trip booking in light of a recent medical emergency. This situation not only highlights significant gaps in customer communication and care but also underscores the need for immediate, effective action. Timeline of Events and Communication Issues: Initial Contact on 11/22: We contacted OAT 19 days before the trip, scheduled for 12/11, as soon as it became clear that extended surgical complications would prevent my travel. Policy of No Refunds or Changes Under 30 Days: We were informed that the trip is non-refundable under 30 days, which is understood. However, OAT also refused to allow a replacement traveler, posing zero risk to the company. Both of us called, met with the same response. Response from Exceptions Department on 11/22: The no-change policy was reiterated by the Exceptions Department on the same day. Written Escalation on 11/22: Both parties sent written letters to escalate the matter. Delayed Response Until 11/29: We did not receive any response until 11/29, with OAT mentioning the inability to make changes 12 days before the trip. Policy vs. Practical Reasons: The response seemed more policy-based than practical. We offered to cover the cost for a replacement traveler for the internal Galapagos flight, which was declined. The rep always returned to the policy prohibiting it. She further added we do not sell trips within 30 days. Upon looking the next day, I found no less than 7 different itineraries with no less than 13 different trips that I could have booked within 30 days. Further Escalation Request and Conversation on 11/30: A further request for escalation resulted in a 23-minute conversation on 11/30 without any change. Given these circumstances, I propose the following practical solution: Future Travel Credit in Exchange for Re-Selling My Space: If finding a substitute traveler is unfeasible, I suggest OAT resell my space to another interested party, crediting me for a future trip. This solution aligns with my preference and ongoing loyalty to OAT. The lack of a constructive response and rigid adherence to policy without considering exceptional circumstances is alarming. It not only affects this immediate trip but also impacts my ability to continue advocating for OAT in good conscience. An amicable and prompt resolution to this issue would speak volumes about OAT's commitment to customer satisfaction and flexibility. Unless there is a prompt and constructive resolution to this matter, we will be forced to escalate our concerns further. This includes reaching out to higher management within OAT, engaging with consumer protection agencies, sharing our experience through travel forums, and social media for breach of service. Our preference is to resolve this amicably, yet the current trajectory leaves us little choice but to pursue these avenues. I implore you to seriously consider these options and respond in a manner that reflects OAT's values of empathy and customer support. Your immediate attention to this matter is not only appreciated but necessary for a resolution that respects both parties' interests. Thank you for your understanding and prompt attention to this critical issue."
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Highlights
Themes
Cultural, Nature & Wildlife, Family Friendly, National Parks
What travelers are saying
"I went on this trip with some misgivings, as my only other experience with this type of tour was a winter Tauck Family Bridges tour of Italy, that was not a good experience. Well, I am SO glad I went, as my daughter and I had a marvelous time. Disney did an amazing job of organizing this trip - I still can't believe how much they managed to fit into essentially 8 days. I also can't believe how much fun it all was! The guides were tremendous. First of all, unlike Tauck (where we traveled with one tour manager), here we had two guides with us the entire time - one a licensed guide in Greece (i.e., a native, very knowledgeable about the country and able to really take us through the historical and archaeological sites) and the other an American who has been guiding in Greece for years. The interaction between the guides was very warm, as was their way of relating to the guests. This was a complete contrast with Tauck. Here people really got to know each other, the young people had a great time with each other, and, of course, Greece itself is just magnificent. I will certainly travel with Disney again!"
Highlights
Themes
Cultural, Nature & Wildlife, National Parks
What travelers are saying
"My trip was the Albuquerque Balloon Fiesta, Oct 2023. The balloon fiesta was fabulous. Mike the driver was awesome. Our tour manager Jolie started out great, however, as the days passed she encourage travelers to go off on their own which changed the touring times for everyone else. The last day was a disaster, one lady was left behind because Jolie didn't do a head count. More stops were added so other people could leave the tour and go places on their own. Twice in the afternoon Jolie lost track of how many people were on the bus, she told customers to look around and report if someone was missing. She laughed on the bus intercom about how she didn't know how many people should be on the bus. A Mayflower rep stated that she was a favorite manager so nothing would be done. Most of these tours are attended by seniors, we need responsable employees to keep track of who is on the bus and who is not. She encouraged travelers to leave the tour and lost the ability to keep track of customers. Reckless..."
Highlights
Themes
Cultural, Nature & Wildlife, 50 Plus, Train & Rail Journeys, National Parks, High Adventure
Highlights
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