North America Rock Climbing Trips & Packages Tours & Trips

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

"We had a great bike trip in Arizona with Bicycle Adventures. It was our first time with this company, and we will definitely be back! Everything was well planned and executed. Food and lodging were great, and James (our guide) was excellent."

What travelers are saying

"I went on a week long trip in Napa and Sonoma and had an incredible time. The trip was so well organised - we went through the most beautiful parts of Northern California and the roads were blissfully quiet. The food stops were really well organised too - a particular highlight was stopping among the redwoods for lunch. I loved the way that you could go at your own pace - there was no pressure to keep up with anyone, and you could also zip off on your own if you wanted to, as the GPS trackers on each bike kept you on route. I really couldn't reccommend it enough!"

What travelers are saying

"I went on a week long trip in Napa and Sonoma and had an incredible time. The trip was so well organised - we went through the most beautiful parts of Northern California and the roads were blissfully quiet. The food stops were really well organised too - a particular highlight was stopping among the redwoods for lunch. I loved the way that you could go at your own pace - there was no pressure to keep up with anyone, and you could also zip off on your own if you wanted to, as the GPS trackers on each bike kept you on route. I really couldn't reccommend it enough!"

What travelers are saying

"I'm just back from a heart-opening arctic expedition with Wild Women Expeditions. Not only did Greenland and Labrador exceed all my expectations, the women we met on board and in the local communities were phenomenal. We heard stories of struggle, resilience and perseverance from the Inuit staff members, and learned a ton about the Inuit in the polar regions of Greenland and Canada. The other wild women travellers were such a delight to get to know. We had our own tables in the dining room and some really special highlights that were organized just for our group (shhhh...there were other passengers on board who weren't a part of our group and missed out!), and we even got to hang out with the former (and only female) prime minister of Greenland for a few days. I can't wait for my next trip, the Circumnavigation of Iceland in 2025!"