Complaints

• Initial Complaint

  12/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled a trip booked with Europe Express and they have not issued a refund. I paid a deposit of $3,543 on July 15. When I canceled, they agreed to refund $2,715 which is the amount of my deposit less a planning fee and costs they incurred. That was on December 14. It is now December 31 and they have not issued the refund.

  Business response

  12/31/2024

  We received the request to cancel on Saturday December 14th and started the process of cancelling the services we had reserved on behalf of Mr. ***** Once that process was completed, we sent the request for refund to our accounting team who processed the agreed upon refund amount back to Mr. **** on December 27th, 2024.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid this company ******* to book a trip. Covid hit so everything was canceled. They were nice and told me that my money would be there for a future trip. I have been trying to book a trip, no one answers call or returns e mails. I just want my money back at this point.

  Business response

  07/21/2023

  **********,

  I see you are currently working with our Go-Today specialist and booking a new tour. At this time we will consider this case closed and I will make sure our specialist works with you to get you on the tour.

  Warm Regards

  YMT Management

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to lodge an official complaint against Go-today.com.Reservation # ****** 8 Customer # ******* On December 6th, 2019, I booked a trip with Go-today.com for travel in September 2020. Due to the ******19 Pandemic, the trip was cancelled. On January 27th, 2022, I received the following correspondence regarding a travel voucher for future travel. At the time, Go-today.com maintained a customer call center that individual ************************* such as myself and groups could call a speak directly with customer service agents regarding their reservations. I last spoke directly with an agent in March of 2023. I was advised that Go-today.com no longer arranged travel for individuals (only Groups 10 or larger), but that because I had a previous reservation and an existing travel voucher, they would help me. They also advised that I needed to book the travel prior to September, 2023. I have tried calling and Go-Travel.com has since ceased its call center and instructs customers to request a phone call and/or e-mail via their website and a customer service representative will reach out within ***** hours of the request submittal. I submitted requests both ways, and have replied via e-mail to the original invoice e-mail I received in December of 2019. The company has not responded back to my requests or inquiries.I want to use this credit for travel I have planned and need your assistance in resolving this matter as I dont want to forfeit the $4,306.59 travel credit I am owed.I look forward to your efforts on my behalf in coming to a resolution and to subsequent notification from you regarding this matter. I can be reached via regular ** mail at:*****************************************************, via e-mail at ***************** or telephone: ************.I am more than willing to provide PDF copies of documents received from go-today.com should you require them.Thank you in advance for your attention to this request.Sincerely,******************************

  Business response

  07/10/2023

  **********, I'm so sorry to hear that our Go-Today team has not been in contact with you to rebook a tour with your credit. I have assigned you to ******* and have advised her to contact you and work with you to get the tour you want so your funds don't go unused. I will talk with her tomorrow 7/11/2023 to make sure she reaches out to you.

  Warm Regards

  *******************************

  YMT Reservations Supervisor

  Customer response

  07/12/2023

   
  Complaint: 20288445
  I am rejecting this response because:
  I received the attached e-mail on July 11th at 7:20 AM.  I replied immediately with answers to her questions in Bold Red so it was easy to see and read.

  I replied to the reservations managers @ go-today.com e-mail address as well as a direct reply to *******'s personal e-mail address.

  I am extremely concerned that this issue is not being processed and that go-today is simply avoiding completing the reservation request and not processing my credit voucher so they don't have to honor my credit voucher.

  I am requesting that you contact this vendor again as a follow-up to be assured they will complete the booking request and forward me meaningful details of the flight and hotel confirmations to finish their commitment.  I have attached a copy of the e-mail in ******* format in this submission for you to refer to.
  

  from:*******************************
  Reservations Agent
  ******** | *** Vacations
  ******************************************************************************************************;
  Deannah.********@ymtvacations.com 

  Sincerely,
  
  ***************************

  Customer response

  07/18/2023

   
  Complaint ID: ******** I want to write to let you know that my complaint has been taken care of to my satisfaction as of July 13, 2023. My travel has been confirmed using the travel credit I had with this company and everything has been completed. Thank you in advance for your attention to this e-mail message. Regards, ***************************
  
  Sent from *************************** *******************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  my voucher was for flight and a hotel to *******. the days i picked they kept saying no hotel available but if you pay us more we can get one for the dates you pick. i paid more because it was for my sister's birthday. I absolutely made it clear we needed 2 beds... There was only a double. the hotel charged ** more for another bed which was a twin. There was also supposed to be free breakfast .. THERE WAS NO SUCH THING. The room did not have a microwave. The hotel was in a poor part of town It cost my sisiter and I ***** perperson for 6 days I want that money back also it cost 20 pounds per day for the twin bed I want that money back

  Business response

  05/17/2023

  Dear ***********************,

  We are sorry you had some difficulties with your tour. After reviewing your booking and the emails between us we can confirm that we advise you breakfast was not offered at the hotel you chose. We did also offer you several hotel options in your price range and advised of their locations. I'm sorry that the original dates you wanted were sold out and had to change your travel dates. Sometimes hotels sell out for various reasons that are beyond our control. As a gesture of good faith we will be issuing a refund of $130 for the extra bed since we did promise 2 beds in the room. Please allow a 2-4 week window to get your refund back to the CC you used to purchase your vacation. If you have any further questions please let ** know.

  Warm Regards

  *******************************
  *** Reservations Supervisor
  
  
  
  P Think before you print! YMT Vacations
  ********************************************************************************************************
  Guest Services: **************************
  *******.********@YMTVacations.com

  Customer response

  05/24/2023

   
  Complaint: 20042465
  
  I am rejecting this response because: I was never told there would be no breakfast. you use bait and switch tactics. the costs kept going up and up for various reasons
  
  Sincerely,
  
  ***********************

  Business response

  06/06/2023

  **********,

  We are sorry that you are not happy with the outcome. We have refunded you the cost of the extra bed that should have been in your room and have attached proof to this complaint that you were informed that meals were not included.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We initially booked a trip with Go-Today in December of 2019. When ***** hit, instead of refunding our money, they gave us a voucher for the full cost of that trip and said it had to be used by 5/2023. This past December (2022), we booked a trip to ***** that was scheduled to take place 3/25-4/1. ***** became very precarious during this time with strikes and protests closing down flights, transport, museums, etc. and plans for a national strike on Tuesday 3/28. So, upon missing our flight to ***** in ************, (it turns out 1 hour is NOT enough time to catch an international flight) we decided to cancel the trip. I tried calling the number on the reservation document and discovered that Go-Today is not taking phone calls about travel issues. It seems these matters are now supposed to be handled online. As instructed on the paperwork, I tried calling American Airlines to cancel our flight to ***** and was told to call Iberia since they were handling the flight. I called Iberia and they said I had to talk to Go-Today. I called the ********************* and the transport company in ***** and was told they could credit us for our stay, but that we had to talk to Go-Today. I contacted the agent at Go-Today that I worked with via email and received a response via email that our case was sent to their management team for review. After 2 weeks with no news, I emailed the agent and received a response saying she was out of office until 4/18. I also went to their online site to try to get a resolution, they say they will get back to you within 48 hours, I have heard nothing back from them after 5 days. The irony of all this is that since the cancelation of this trip, I have received 2 emails from Go-Today, about travel warnings when traveling to ****** and an invitation to book another trip with them. But I have received NO EMAIL about our case. I am hopeful that you can help us get the money that we are owed back for this trip. Thanks for your help, ***************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  ** January 2023, we purchased a trip to Europe in April 2023. In February, the go-today.com website said it was no longer booking travel for individuals and had transitioned to group travel. Our flight was updated and we got correspondence from go-today.com to confirm it. On March 30 I realized they had shut down their phone lines. I used their online "Contact **" form to inquire about upgrading our seats to Premium Economy, and had no response. On April 6 I replied to a previous email and got no response. I hit buttons at their call center and found a way to search by last name. I contacted ************************* and left a voicemail. She called back and said she would probably have an answer later that day. No call back. Left another VM on April 7. No call back. Contacted again on April 11, so far no call back. Air France is not able to service ** individually since the reservation was made through a travel agency. We are incredibly frustrated and our flight leaves April 12.

  Business response

  04/27/2023

  Hello ***************,

  We are sorry that your requests for help were not answered in a timely manner. I am currently working with my superiors to figure out why your requests were not answered and how we can work better in the future to respond to our guests requests.

  Customer response

  04/27/2023

   
  Complaint: 19924068
  
  I am rejecting this response because:
  The company has made excuse after excuse regarding non communication. I kept calling and was finally able to reach someone that day. She said there was no record of me reaching out via the online form. She says she didnt follow up with ** the previous time because she thought someone else had. This business is ridiculous. They have turned their backs on individual customers since they dont make enough money on **. I do hope they have better service for their group customers, but I honestly doubt it. The airline repeatedly said they could not help ** since the reservation was made by a travel agent. The travel agent swore up and down that it was a reservation that could be modified. My repeated requests for them to relinquish the reservation and give ** control were ignored. 
  Sincerely,
  
  *********************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I originally booked a vacation package with Go-today through a deal I found on Groupon under order #****-124777-283744 on 3/7/2020. My reservation was confirmed on 3/9/2020 with *********************** at Go-Today via email under reservation # ******. Due to covid that reservation was canceled on 12/2/20 and I was issued a Future Travel Credit in the amount of $2398.00 under reservation #******. Then on 7/14/21 I booked another vacation package with Go-today to Bali under reservation #****** using the Future Travel Credit they issued under reservation #******. Due to Covid our 2nd booked vacation was canceled and I was issued a Future Travel Credit again under reservation #****** on 12/8/2021 from ***************************** at Go-today. I recently tried to book another vacation using the Future Travel Credit that was issued by Go-today and they are no longer doing individual travel packages only group packages and only offering locations in Europe. For this reason I have made multiple attempts to ask customer service for a refund and not a credit. I did speak to someone over the phone in January of 2023 and they said it needed to be approved by management and someone would get back to me. Since I hadn't heard back I tried calling in to the call center. They have apparently closed their call center at ************** and you can only contact them through email (****************) but it's been weeks since anyone has responded to my numerous emails in regards to getting a refund in the amount of $2,398.00 .

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a credit that expires September 30 2023 from GO-Today due to not being able to travel during the pandemic. Ive emailed multiple times throughout the last five weeks and have not received a response from the company about scheduling a new trip or getting a refund since the trip we booked no longer exists. The website says we should receive a response within ***** hours but I have not heard anything from them. The trip we purchased was a ***** trip (going to Barcelona and ******, which is no longer available).

• Initial Complaint

  03/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My family and I have used Go-Today.com for several successful trips in the past. Because of the ***** epidemic, a trip that was scheduled for April 2020 was cancelled by the company and we were left with travel and hotel credits that we are now trying to use. I have left my contact information through their website where they say they will get back to clients within ***** hours/business hours (two conflicting times are posted on their website). Either way, no one from the company has contacted with me. I am sorry to have to contact the BBB about this as I have always found this company to be responsive in the past. I am looking for resolution of this and the ability to use the $2,163.00 held by the company and $2,745.00 Delta credit before they tell me they have expired. Thank you for any help you can provide. (My Reservation # ******)

• Initial Complaint

  03/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We scheduled a family trip to ******* in April of 2020 for our daughter's wedding. The trip was canceled due to COVID, and Go Today notified us via letter that our travel credit would be held for two years, until March 31 of 2022. I contacted the company in January of 2021, and said that we were still unable to schedule our trip due to ******* significant COVID restrictions. The representative said that our travel credit would be extended until June of 2023. We used a portion of our travel credit to send our daughter and son-in-law on a honeymoon in May of 2022, and planned to use the remaining travel credit by the 2023 expiration date. I have now been trying for a month to contact Go Today. Since the website no longer has a call number, I emailed on their website request form, which promises a call-back within ***** hours. I pulled out my original paperwork, signed by *********************, president of Go Today, and called the 800 number provided there; the representative said they were in the process of closing their call center, but gave me an email address (****************) to handle our remaining travel credit. I emailed on March 9 and have received no reply. Since they are no longer offering individualized travel planning (which they did NOT inform us of in any way despite the fact that they are holding our nearly $4000 hostage), I tried booking group travel on their website's Group Travel Request Form, but after filling out the entire form and pressing "Submit", the form would not go through. I am beyond angry.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩