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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."

What travelers are saying

"Had an amazing experience of seeing varanasi with Sachin. He was with us throughout our stay there. He was so nice and accommodating and professional yet personable.we wanted to experience Varanasi the way locals do..Sachin helped us a lot in this..He helped us visit many interesting places which I was hearing for the first time..He is extremely knowledgeable and I highly recommend him.. Thank u Sachin for a very wonderful and a memorable trip.."

What travelers are saying

"Fantastic service, knowledgeable, friendly and efficient. Helped us plan our road trip from San Francisco to Los Angeles- amazing memories."

What travelers are saying

"they are taking too long to refund our cancelled holiday from May 2020. cannot get any info from them when it will be refunded back to us."

What travelers are saying

"We did the tour to Bangkok and Phuket in off season. We were concerned about the weather and if we would get a sub-par experience. But we had a wonderful time and would definitely recommend Affordable World!! Great company. Very organized and thorough. Our tour guide was amazing! He explained all of our stops and even some extra tid bits about the country. We were transported in air conditioned vans/sprinters to every stop. We felt right at home!"

What travelers are saying

"Overall very good!"

What travelers are saying

"Just got back from an incredible adventure. Bhutan was more than I could have ever expected. There was an abundance of good travel karma throughout the trip. The guide, Bhim, was great, very accommodating, and personalized the trip in many amazing ways, and though him I got to know the people and the culture close up and personal. The whole thing went off without a hitch. Bhutan was the most amazing place I have ever been."

What travelers are saying

"We did the tour to Bangkok and Phuket in off season. We were concerned about the weather and if we would get a sub-par experience. But we had a wonderful time and would definitely recommend Affordable World!! Great company. Very organized and thorough. Our tour guide was amazing! He explained all of our stops and even some extra tid bits about the country. We were transported in air conditioned vans/sprinters to every stop. We felt right at home!"