Australia and New Zealand Luxury Nature Tours & Packages Tours & Trips

What travelers are saying

"Quality Service"

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."

What travelers are saying

"I made a reservation last Thursday (11/16/2023) for a trip to Iceland from 12/02/2023-12/07/2023 and then I was told that I can’t have my refund back. When I called on last Thursday (11/16/2023) to place my reservation, the agent (Kathy) I talked to stressed about she "cannot" guarantee that I will be able to go on the trip. Before I provided the payment information, I specifically asked if I will be able to get the refund because the trip is coming up so soon. The agent ensured that I will be able to get a full refund back within 60 days if I decided to cancel the trip. I was also told that I am basically on a wait list and someone will contact me once I can go on the trip. No one contacted me about whether the agency was able to process my information at all, so I've been left in the dark about this trip since the beginning. I called the help line this morning (11/20/2023) around 9:00 Eastern Standard Time to cancel my reservation. I was informed by the agent that I will not be able to get my full refund back since it's too close to the trip date. Basically I was told that Kathy gave me the wrong information, so I will have to pay the cancellation fee. The only reason I provided my payment information is because Kathy specifically stated that I will be able to cancel the trip and receive a full refund. I've never been so frustrated with a traveling agency. I made sure to ask this agent regarding the refund policy twice before giving her my payment information, and she still couldn't provide me with the correct information. It's unbelievable that such a big traveling agency cannot uniformly train their employees with the correct set of information."

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

"Sarah Potter has been great helping me with multiple itineraries and customer customization. She has been very patient with their changes and questions. Highly recommend them for your South Pacific vacation package needs.-Lisa"