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Help! One Company Refused to Refund Travelers More Than $100,000

Then our columnist intervened with the Boston-based tour operator Overseas Adventure Travel.

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By Sarah Firshein

Dear Tripped Up,

My trip to Egypt with Overseas Adventure Travel was scheduled to depart in late March. O.A.T. canceled the tour because of Covid-19, which was a relief. The company notified me of the cancellation and offered either a credit for rebooking or a full refund that would have included airfare. The next week, I learned via email that I had been rebooked on the same trip next year. Unbeknown to me, the stated policy had changed: O.A.T. was no longer offering refunds. I told them that I had a medical condition and did not know when — or if — I would be able to travel, and asked whether they were just going to keep my $17,500 if I couldn’t travel by the end of 2021. Answer: Yes.

I feel I am being held hostage by O.A.T. How are they allowed to keep my money? Roz

They’re not. But, if the extraordinary number of reader complaints I have received — more than a dozen and counting — are any indication, they have been doing so anyway.

Overseas Adventure Travel is part of Grand Circle Corporation, a family of travel companies based in Boston. The small-group and cruising company has been recognized nationally.

But Massachusetts happens to be one of only a handful of states with specific laws that guarantee consumers protection against travel sellers , including requiring that tour operators offer the option of cash refunds (in addition to vouchers or credits for rebooking) when they fail to provide agreed-upon, paid-for services. According to the law, the cash refund must be “an amount equal to the fair market retail value of any undelivered, purchased travel service.”

Translation: When they cancel your trip, they are legally required to offer you the money back.

But even when individual consumers know their rights, they have few options at their immediate disposal when a customer-service representative — usually the only public-facing proxy for a company’s official or unofficial policies — refuses to relent on refunds.

As Adam Anolik, a San Francisco- based travel-industry lawyer, explained over email, that’s why oversight — forcing a company to comply with state laws — can feel like an uphill battle. “The outcome can often turn on who cancels, which is why a lot of suppliers and travelers are playing chicken right now. In reality, many of these statutes are seldom enforced. This pandemic could cause some of them to be dusted off,” said Mr. Anolik.

This is the third Tripped Up column in a row that addresses the issue of refunds. Although travel has stopped and is only starting up again — slowly and in only a few destinations — the aftershocks of that screeching halt, brought on by the coronavirus, continue to reverberate.

As travel companies now suffer a cash crunch, they are facing off with travelers over credits and refunds . Airlines are sidestepping refund regulations established by the United States Transportation Department and the European Union, betting that negative press (and even class-action lawsuits) are still preferable to negative-balance bank accounts.

It’s not hard to surmise, just by reading your email, what happened at O.A.T.: the realization that issuing refunds en masse would bleed the company dry. Tweaking the immortal words of Biggie: no money, mo’ problems.

To determine if my hunch was correct, I reached out to O.A.T. While they didn’t answer my question directly, I was able to recoup more than $100,000, collectively, for you and 10 other readers. Some got total refunds, while others (including you) received partial refunds or continue to wait for certain fees and sums to clear.

In an emailed statement, an O.A.T. spokeswoman said the company is “working to improve our processes and to better address the needs of each traveler whose trip was canceled or postponed due to the pandemic. We are either rebooking travelers on another trip or providing a refund.” Since mid-March, she said, O.A.T. has refunded more than 5,000 travelers — amounting to more than $12 million.

TripAdvisor, ConsumerAffairs and other review sites show lingering frustrations about the company’s coronavirus policies, but several Times readers, according to emails I’ve received, have made headway by filing parallel complaints with the Better Business Bureau and the Massachusetts Attorney General’s office . That agency said that it has received about 275 consumer complaints so far about canceled O.A.T. trips and has been pressuring the company to comply with the state’s travel-seller laws.

Other travelers looking for refunds may have a better chance if they’re dealing with companies headquartered within Hawaii, Washington state, Illinois or California. In Hawaii, consumers have the right to a cash refund (minus previously disclosed cancellation fees) within two weeks of requesting one. Washington requires travel companies to issue cash refunds within 14 days (or 30 days when the funds are already paid to a vendor, as might be the case for a tour operator) when they cancel a service. In Illinois, the Travel Promotion Consumer Protection Act was created in the 1980s to safeguard against travel scams that promise too-good-to-be-true deals. California, with some of the strongest consumer protections in the country, requires cash refunds for undelivered services within 30 days from whichever date is earliest: the scheduled departure date, the date the refund is requested or the date the service was canceled by the travel company. (Mr. Anolik has a detailed breakdown of other state-by-state travel laws on his firm’s website. )

Back to O. A. T.: In a follow-up note a few weeks ago, you said that you feel the company provides a “good travel service.” But, you wrote, “pushing all the risk of uncertainty onto the client by refusing a refund makes me fearful to ever do business with O.A.T. again.”

You raise an important point. Even though people can’t travel right now, many of us are continuing to dream about our next trip — and that means making conscious and subconscious decisions about which companies to spend money with once the pandemic has passed.

Sarah Firshein is a Brooklyn-based travel writer. If you need advice about a best-laid travel plan that went awry, send an email to [email protected] .

WE CAN DREAM ABOUT TRAVEL Follow New York Times Travel on Instagram , Twitter and Facebook . And sign up for our Travel Dispatch newsletter : Each week you’ll receive tips on traveling smarter, stories on hot destinations and access to photos from all over the world.

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Overseas Adventure Travel   Reviews

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Reviews 1.7.

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4 Phone Calls, 8 hours 23 Minutes On Hold

Customer service, has OAT even heard of this concept? The cover letter that came with my final documents has NO CONTACT information for OAT just in case a customer needs to reach out. No email. No phone number. This SCREAMS: “We have your money, and we don’t care to service your needs.” I had to resort to the numbers available on the website. Here’s my call log: • June 7, 2022: called 800-221-0814 at 1:05 pm, on hold for 3 hours 16 minutes. An automated message told me I had reached the maximum hold time, was being disconnected, and someone would call me within 72 hours (NO ONE EVER CALLED ME BACK!). • June 8, 2022: called 800-221-0814 at 9:03 am, on hold for 2 hours 14 minutes. Could no longer stay on hold, as I had to attend a meeting. • June 10, 2022: called 800-955-1925 at 9:01 am, on hold for 2 hours 8 minutes. Could no longer stay on hold, as I had to attend a meeting. • June 11, 2022: called 800-221-0814 at 9:01 am, on hold for 1 hour 5 minutes. Despite having followed the prompts for needing to speak with someone about the airline reservation portion and departing within the next 4 months, still got transferred from one agent to another and put on hold yet again. I also tried sending an email. The automated response was that someone would respond within 15 business days. Really, 3 weeks to respond to an email? Would Alan & Harriett Lewis, the owners of OAT, have persevered if they were customers? Called 4 times and stayed on hold for a total of 8 hours 43 minutes? ONLY TO BE TOLD THAT BECAUSE IT WAS NOW SO CLOSE TO THE DEPARTURE DATE, CHANGES WOULD NOW BE AN ADDITIONAL $$$. All of my time and effort were futile. Back on August 14, 2017 OAT posted an apology for poor service and long hold times on their website titled "We Owe You an Apology - Addressing our service issues." Yet, once again, OAT has the exact same problem. Why didn’t OAT learn the value of that lesson the first time? Shameful for a service business to not prioritize its customers. And this didn’t just happen, it’s been going on for months (just look at the reviews posted on TripAdvisor). OAT is in serious need of a customer service make-over, starting with the website as well as competent staffing. There is no chat feature on their website, nor the ability to send an intranet email. Customers traveling within the next 30 days are not provided higher priority than someone traveling 4 months from now. It is obvious their needs are more immediate. This isn’t rocket science. For heaven’s sake, OAT needs to step in to and up to today’s technology expectations for a multimillion-dollar travel company. Believe me, an apology will not repay me for my effort, frustration, disappointment, and time spent apparently uselessly trying to reach OAT. Results count, excuses do not. I am stuck traveling with a company that does not have the capability of helping its customers.

Date of experience : July 02, 2022

Policy over humanity or common sense

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.

Date of experience : November 21, 2023

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The Scoop: What to Know About Overseas Adventure Tours (OAT)

This small-group specialist runs tours to all continents..

The Scoop: What to Know About Trafalgar Tours

• Looking at an Overseas Adventure Travel (OAT) tour, but want to know more about this small-group tour company?
• Here’s everything you need to know about the tour company, all updated for 2024.

Overseas Adventure Travel —more commonly referred to as OAT (saying the letters as opposed to naming the grain)—is a small-group tour specialist with tours on all continents. As its name suggests, tours with Overseas Adventure Travel tend to be fairly active, so participants should be comfortable with six to eight hours of activity each day, including walking distances ranging from three to six miles.

OAT has a great reputation for its solo guest focus (more on that below), and offers a generous number of no-additional-cost single spots on its tours. It also has women-exclusive departures on many itineraries.

BEST OF THE BEST: Best Tour Companies for Guided Tours

On OAT tours, accommodations tend to be less about amenities and more about authenticity. Another thing to note is that airfare is often bundled into the up-front price of the tour (unless you specify that you want to book your own travel). OAT is one of the family of Grand Circle Corp. companies, also including Grand Circle Travel and Grand Circle Cruise Line.

TourScoop Takeaways

• Countries: OAT has tours on every continent 
• Tour Size Average: OAT specializes in small-group trips of no more than 16 people. Its small-ship tours are aboard 50- to 98-passenger ships max out at 25 travelers. 
• Tour Type: Coach, van, small ship, rail, and air

Credibility Check

Overseas Adventure Travel is BBB accredited with a rating of A+. It’s an active member of the United States Tour Operators Association (USTOA). The OAT website posts verified guest reviews on each tour page (sometimes with hundreds of reviews) so it’s easy to see what past travelers think of each tour. 

Tour Destinations

For 2024, OAT has 80 itineraries that include tours on every continent. Some of the most popular tours are to destinations in Italy, Egypt, and multi-country tours in Africa and around the Adriatic. 

Overseas Adventure Travel gives all its tours an Activity Level Rating that ranks tours from one (easy) to five (strenuous) to help travelers find the right fit. It has both women-only departures and many no-additional-cost single traveler spots on tours. 

There are multi-country and single country tours. On many tours, OAT creates spaces for discussion and learning with its Controversial Topics program that covers topics such as Scottish independence on its Scotland Revealed itinerary and female genital mutilation on its Safari Serengeti: Tanzania Lodge & Tented Safari tour. 

Tour Guides

OAT’s tour guides are called Trip Experience Leaders. All are fluent in English and have a range of skills, certifications, and experience specific to the tour destination and experience. Trip Experience Leaders focus on both the logistical and the experiential, and help connect travelers with destinations by sharing firsthand insight that brings a destination to life. 

Inclusions/Extras

Inclusions are tour-specific (there’s a “What’s Included” section on each tour’s page), but generally include round-trip flights, many (but not all) meals, transportation, accommodations, activities, and gratuities for local guides, porters, etc. As with most tour companies, gratuities for trip experience leaders is separate. 

Typical Travelers

OAT’s guests are mostly American travelers aged 50 and older. In the last few years, Overseas Adventure Travel has seen a major jump in the number of solo travelers—more than half of all OAT guests are now solo travelers, and 80% of these solo travelers are women.

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OAT does right by its strong solo traveler base —in 2024, the company is offering 25,620 single spaces—91% of which are free (the remaining 9% of single spots have what OAT says is the lowest single supplement in the industry). And a number of itineraries also have women-exclusive departures. 

Communication

After booking, travelers have access to all trip details through the “My Planner” section on the website. The section includes details like flight information, destination weather, and itinerary information.

Then, two weeks before departure, travelers receive all their final documents, and are also contacted by their Trip Experience Leader. Any additional questions can be directed to OAT’s customer service email or phone number.

Loyalty Program

OAT’s loyalty program is the Sir Edmund Hillary Club . Membership benefits kick in when travelers reserve their third trip, and increase after traveling with OAT five and ten times. Benefits include credits to use on future trips, travel credits, exclusive gifts, and priority luggage service. 

Private Options

OAT offers Personalized Private Adventures for groups of five to 10 people. These private departures are available using existing itineraries, and include a dedicated Trip Experience Leader. The private group premium amount depends on the number of travelers in a group. Some of the most popular private tours include Ultimate Africa , Sicily’s Ancient Landscapes , and Japan’s Cultural Treasures . 

Sustainability Efforts

OAT is part of Grand Circle, and participates in the Grand Circle Foundation , which supports projects around the world focused on water and sanitation, education, community development, renewable energy, the protection of indigenous cultures, conservation, historic preservation, and disaster relief.

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Health and Safety Practices

On OAT tours that include time onboard a ship, additional precautions include crew trained on best health and hygiene practices to prevent onboard spread of illnesses, nightly electrostatic disinfection of public areas, and disinfection of high-efficiency air filtration systems before each sailing. The OAT website is the place to go to read more about the current health and safety practices for land and ship tours.  

Family Companies

The Grand Circle family of companies includes Overseas Adventure Travel , Grand Circle Cruise Line , and Grand Circle Travel .

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Tour Scoop’s team of travel experts brings you in-depth tour company overviews, tour itinerary reviews, the latest tour news, and travel tips and advice written just for guided tour travelers like you.

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Overseas Adventure Travel (O.A.T. Tours) Reviews & Ratings

Overseas Adventure Travel (O.A.T. Tours) Tour & Trip Ratings

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Overseas Adventure Travel (O.A.T. Tours) Reviews

Policy over practical customer service. zero customer service

don't expect humanity or common sense

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 t...

Trip of a Lifetime

Our recent Tanzanian Safari was indeed the trip of a lifetime. Saw the big 5, met the wonderful locals and spent 5 days in the Serengeti. Saw many lions, zebras, gi...

Booked for July and gave them $12,000. They talked us into early arrival and then come back to us a two months later saying we can't offer. We have to keep our airli...

Tour:   Untamed Iceland

My favorite OAT adventure

I went to this adventure with my sister-in-law and we had the absolute best time! Our guide were all amazing and our trip leader Martin was exceptional! My sister-i-...

We visited Panama on this trip with OAT

We visited Panama on this trip with OAT including walking through El Chorrillo neighborhood and listening to the stories of the survivors of the US invasion. We woul...

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• You choose budget, destinations, activities, transport & lodging type
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India was on my bucket list.

India was on my bucket list. I have travelled with OAT many times and knew if any company could show it to me properly it was them. The trip surpassed any expectatio...

This trip has been one of the best with OAT so far

This trip has been one of the best with OAT so far. The sightseeing, food, and most of the accommodations were very good. Our tour guide, Anuja Skaria, was absolutel...

Interesting travel

We thoroughly enjoyed our trip led by a fantastic leader - Pum from Thailand. He was an excellent mentor for all of the local guides and allowed them to lead in thei...

Terrance S.

Safari Serengeti:Tanzania Lodge & Tented Safari

I am sure I completed a survey and gave this trip, par...

Costa Rica; Natural Parks & Tropical Forests

Trip is great for people who enjoy nature, especially bird watching.

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Vigorous long amazing trip.

Phenomenal variety with talented hard working well informed resourceful leaders. You do need to do your homework for free days to make the most of this long interest...

Australia, New Zealand, and Fiji

I have now been on seven GCT trips, mostly overseas and mostly where I was the Trip Organizer. At the time of my first trip that was this trip it was my first exposu...

Jean Shepherd

Fabulous trip On Suez Canal Crossing: Israel, Egypt, Jordan & the Red Sea

Heart of India

I loved this trip, despite that it was (appropriately) cut short by the pandemic. It was my first group travel experience, having traveled fairly extensively before ...

Kenya and Tanzania

We alsotook the post trip option to Victoria Falls. Fantastic. Time was good as river was at about 75% so we oculd actual see intothe gorge. Animals were fantastic. ...

Limay River Float Trip

Just so you know, you absolutely do not get wet on the Limay River Float Trip. We were looking forward to the trip so we could see the steppe (We saw no wildlife.) b...

Another perfect journey!

My apologies for my tardiness in writing this review. I finally arrived back in New York on March 10 and went directly in quarantine and haven't come up for air sinc...

Hidden Gems of the Dalmatian Coast & Greece

The sad part of this review is the fact that the journey had to be cut short because of the Coronavirus Pandemic. My wife and I were scheduled for the pre-trip, whic...

Great trip but rigorous

I went to Ethiopia to see the stone and cave churches as well as the Simien Mountains and this trip did not disappoint. Our guide, Elias, did a great job of introduc...

Clarence M.

N. Italy, the Alps etc

OK On Northern Italy: The Alps, Dolomites & Lombardy

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