Explore Bogotá
Discover Medellin
Visit the Antioquia Museum at the Plaza de Botero in Medellín
Visit the Cocora Valley
Visit the massive cathedral on Plaza Bolívar
Themes
Cultural, Nature & Wildlife, Local Immersion & Homestays, National Parks
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."
