Anonymous
TourRadar itself is a great company and one of the best tour resellers on the planet. The issue is that they are not responsible for the tours they book in that, as soon as you purchase, the Terms & Conditions become solely those of the other tour company. I booked a G Adventures trip via TourRadar which, due to COVID-19, was cancelled by G Adventures. G Adventures has outright refused to refund my $6500 and offered only a future credit (110%) instead, with no empathy for their disgruntled customers. The future credit may be a good option for some people, but the specific trip I wanted will no longer be run by G Adventures in the future. TourRadar has excellent and responsive customer service, but they state that they cannot do anything to override the (non)refund policy of G Adventures. So I initiated a chargeback on my credit card, at which point TourRadar's Fraud Department wrote me a threatening email that I was in breach of contract (ironic, I know) and, were I to lose the chargeback, they would keep $1500 of my money forever. My case got escalated to a Customer Relations Supervisor after I wrote a scathing review on TrustPilot, who took pity on me and rescinded that chargeback threat, which I greatly appreciated. I get that people are hurting everywhere, including the travel companies, and that TourRadar's hands are tied by the refund policies of their tour operators, yet there remains something fundamentally immoral to me about not giving back a customer's money for a trip that they can no longer provide.
2 years ago
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