Australia Nature & Wildlife Small Group Tours & Trips

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."