In the past month, pleas for help from distressed customers, vendors and even employees of Vantage Deluxe World Travel have flooded my inbox at an alarming rate. That’s the Boston-based company that announced bad guys had hit it with ransomware at the end of April. At that time, the tour operator’s website went offline, as did its call center – for an entire week.
Since then, it’s been all downhill for the customers of the once well-respected and beloved operator of luxury tours. Today Vantage Travel appears to be in a state of suspended animation. It has officially canceled all its cruises and land tours through Aug. 28, 2023.
(Post-publication update: Vantage Travel shut down completely and filed for bankruptcy on June 29, 2023)
Although Vantage Travel has not publicly announced that it will continue to cancel more cruises, it is inevitable.
Breaking it down:
Vantage Travel: We are postponing all departures through 8/28
You might be asking how I know that Vantage will cancel more tours. Well…
A troubled Vantage Travel employee sent me an internal memo this morning that announced that the company will cancel all tours through Aug. 28, 2023. Another staff member told me that the company will update customer portfolios in the coming days to reflect the mass cancellations.
Vantage Travel ocean and river ghost ships
The once-lively vessels of Vantage Travel are turning into immobile ghost ships without passengers or crews.
Unknown to the thousands of customers who have upcoming trips scheduled aboard the River Splendor, the ship hasn’t moved for months. The ship, moored just outside Amsterdam since the beginning of the year, is a ghost ship.
This week the Ocean Odyssey and Ocean Explorer sailed to France and docked side-by-side in Caen without an explanation from Vantage – although recently published news reports predict the ships will be there until at least August.
But despite the fact that these ships aren’t sailing, Vantage Travel will not inform its customers of the truth. Instead, the customers are receiving last-minute cancellation notifications – sometimes at the airport as they are preparing to check in for flights that Vantage never paid for.
Now, the unfulfilled refund requests are piling up in a virtual towering heap in my computer.
It isn’t just Vantage Travel customers asking for help
Vendors, current employees, and ex-employees of Vantage Travel are contacting my team with disturbing stories as well. From unpaid crew members to call center employees being encouraged to “fib” about the company’s status and upcoming tours to employees discovering that their health care benefits have been canceled at the CVS pharmacy counter, I’ve received hundreds of pleas for help on all sides of this situation.
And even as the company’s future remains unclear, Vantage continues to market new, heavily discounted trips. If the customer is willing to pay with a bank transfer, the discounts get even bigger.
Unfortunately, a high percentage of Vantage Travel customers are elderly people who aren’t internet savvy. These unaware travelers are choosing to book new tours based on their past positive experiences with the company. And soon, they end up on my infamous, seemingly never-ending “waiting-for a refund from Vantage” list.
Today customers of Vantage Travel have questions – lots of them.
To help those bewildered would-be passengers navigate these very rough consumer waters, here are the answers to some of the most frequently asked questions about this situation.
If Vantage Travel cancels my trip, should I file an insurance claim?
No. When a tour operator cancels your trip, it, not the travel insurance company, owes you a refund. Travel insurance is a highly regulated industry and only events indicated in your policy will be covered.
If Vantage cancels your trip, you will likely receive an automated form from the company giving you a few choices. The last choice on the list is a refund. Make sure you respond to that email and make your request known.
Note: If you’ve purchased travel insurance from a third party, you may be in luck. Some policies will cover the complete cessation of operations of a travel provider. If Vantage should cease to operate entirely, you can file a complaint with your third-party insurer if such protection is provided.
I bought cancel-for-any-reason protection from Vantage. Can I cancel for a refund?
Many customers who purchased travel protection directly from Vantage, ask about the “cancel-for-any-reason” clause. That’s Part A of the policy and concerns pre-departure cancellations. Unfortunately, many travelers didn’t read this document before purchasing it.
Here’s how the travel protection sold by Vantage works:
- A customer cancels their trip before departure and files a claim with Allianz.
- Allianz reviews the claim and approves it and sends its findings to Vantage.
- Vantage is responsible for paying the approved claim.
If a customer cancels for a covered reason listed in the document, Vantage will owe the customer a cash refund. For any other reason not listed, the customer will receive a future trip credit – with Vantage.
Part B claims (post-departure cancellations, delays, interruptions, and medical coverage) go to Allianz for review as well. But this part of the policy is an actual travel insurance policy. If Allianz approves your post-departure claim, it will pay you directly.
I found out Vantage canceled my travel protection without informing me! Now what?
In the past two weeks, a disturbing situation has come into focus for Vantage Travel customers. Many are receiving alerts from Allianz that Vantage canceled their policies during the “look-over” period (10 days after purchase) months ago. Unfortunately, Vantage did not inform the traveler or refund the policy.
After we began receiving many similar complaints, I went straight to our executive contact at Allianz to figure out what might be happening here.
I wondered if there has been any change in the partnership between Vantage and Allianz since we last spoke about it, that you can publicly confirm? 😬There are unconfirmed reports that I’ve received (from Vantage employees and former employees) that they (Vantage) are no longer allowed to sell the hybrid policy that includes Allianz.
Also, more disturbingly, many Vantage customers have received notification in the past week or so from Allianz that Vantage actually canceled their policies months ago. These cancellations seem to have occurred during the “look-over period” without Vantage notifying the customer and without refunding the customer.
I currently have hundreds of Vantage customers begging me for help — and now even vendors who are owed hundreds of thousands of dollars from Vantage are contacting me. It’s a terrible situation. And even though Vantage is not currently operating any tours, they are continuing to market new tours to people who are unaware of the problems with the company.
Any information you can provide would be greatly appreciated. Thanks!
Michelle to Allianz
Fact: Allianz has terminated its relationship with Vantage
And I soon received a clear and definitive answer from Allianz: the partnership between the companies is no more.
Hi Michelle,
I’m very sorry that Ms. **** has not received her refund from Vantage. I did ask a member of our account services team to reach out to Vantage to let them know she has not received her refund.
We have terminated our relationship with Vantage, and they are no longer authorized to offer our insurance products, either separately or together with Vantage’s cancellation fee waiver (Part A). We are in the process of communicating to customers relevant information about how they can contact Vantage about their Part A product or claim, as well as about how to contact Allianz for assistance with their Allianz post-departure insurance product (Part B).
For customers who canceled a Vantage trip because they won’t be traveling, they are entitled to a refund for the price they paid for their Part B product. Vantage should provide this refund directly, but any of our customers who have not received a refund for their Part B product should contact us at 800-284-8300 or at [email protected].
Allianz to Michelle
Vantage Travel sent me a reminder for payment for an upcoming tour. Do I have to pay?
The Vantage Travel contract, just like other cruise contracts, makes it clear that if a customer doesn’t pay the balance by the due date, it will cancel the consumer’s trip. (See: Did Norwegian Cruise Line really cancel this family’s cruise over a $112 ground transfer?)
Depending on what phase of the contract the customer is in, Vantage Travel may be legally allowed to assess a 100% penalty. That means no refund for the customer.
But if the customer pays the balance, based on the pattern of behavior of Vantage Travel, it may still cancel the trip. As previously mentioned, if Vantage cancels your trip before you do, it owes you a refund. In this case, you will join the thousands of other customers waiting for a refund.
If you find yourself in this situation, in which Vantage is demanding payment for an upcoming tour or threatening to cancel your trip, please let Vantage know, in writing, that you will only pay via credit card.
When you pay with a credit card, you have the power of your bank and the Fair Credit Billing Act behind you. Should your future trip not operate, and you’re not able to get a refund from Vantage, you can ask your credit card company to file a chargeback.
Can I file a credit card dispute about my Vantage Travel trip?
There are a number of things to consider before you file a credit card dispute about your Vantage Travel cruise.
Do you qualify? Unfortunately, a number of consumers who have contacted our team do not qualify. If you’ve canceled too soon (before Vantage did) OR if you are traveling on cruise credit from another trip, you will not be able to file a credit card dispute.
Before you go down a path that could only be frustrating and unproductive (See: This is what happens if you don’t want to tip on your cruise), make sure to confirm that your situation should lead to a refund. Call your credit card company and discuss your specific details. I recommend that you ask to speak with a supervisor who will be more knowledgeable about complicated credit card disputes.
Sept. 20 update: Who is fighting Vantage customers’ valid credit card disputes?
Vantage Travel owes me a lot of money. Where can I complain?
Some Vantage customers have asked me if they can file a police report against the company. That is not the correct entity to file your complaint. There are a variety of places for you to lodge your complaint against Vantage Travel.
- The attorney general in Massachusetts: The attorney general (AG) in any state should investigate complaints about businesses licensed to operate in their state. At this time, it has been reported that the Massachusetts attorney general has received around 800 complaints about Vantage Travel since 2020. Recently, consumers who are located out of state are being advised by the Massachusetts attorney general to file their claims in their own state. I recommend that you do both. Here’s how to reach the Massachusetts attorney general’s office.
- The attorney general in your home state: Your home state attorney general’s office may refer you back to the AG’s office in Massachusetts, but you should still make every effort to file. You can find your state’s AG’s office here.
- The Department of Transportation: Although the Department of Transportation (DOT) primarily handles complaints about airlines, it has been known to investigate other sellers of travel if a high volume of problems are lodged about a particular company and the complaints involve airfare. Consumers can file a complaint with the DOT here.
- File a complaint with your state’s insurance regulator: If your Part A refund was approved by TripMate or Allianz and Vantage has not processed it, you can file a complaint with your state’s insurance regulator. That’s the organization charged with making certain that claims are adjudicated properly in your state. Here’s how to find your state’s insurance regulator.
- Consult with an attorney: Many of the refunds Vantage owes to its customers are in the mid to high five figures. If the company owes you a lot of money, you may wish to consult with an attorney for further guidance. You’ll want to make sure you’re doing everything you can to protect your ability to get your cash back. You can find a list of licensed lawyers in your state through the American Bar Association.
Follow our consumer guide here: Consumer Rescue’s self-advocacy guide.
The bottom line
This situation with Vantage Travel continues to evolve. Requests for help have inundated our helpline. If you need assistance, reach out to our team here: Consumer Rescue advocacy team
Unfortunately, at this time, our ability to retrieve your refunds through mediation is limited. We can only successfully advocate cases with companies who are willing to participate in mediation. Right now, that isn’t happening.
I wish I had better news to report today. But I’ll continue to shine a light on this problem and update you as I know more. (Michelle Couch-Friedman, Consumer Rescue)
Related: Vantage Deluxe World Travel: Here are the true tales from bewildered customers
June 20 Vantage Travel update: The end of the line?
At just after 9 a.m. today, I began receiving messages from Vantage employees. In a remote meeting, the Vantage Executive team informed all its remaining employees that they were fired. Vantage then closed the call center without any explanation from the company.
I reached out to Rossella Mercuri, the general counsel for Vantage Travel, to ask what this means for Vantage customers. She has an auto-responder set and predicts she will answer in 7-10 days.
Hello, Your email is very important to me and I am happy to assist you. At this time my response may be delayed and I expect to respond within 7-10 days.
I appreciate your patience as I strive to address any matters that come to my attention.
Thank You,
Rosella Mercuri
June 29 update: Vantage officially files for bankruptcy
Vantage Deluxe World Travel officially filed for Chapter 11 bankruptcy. The bankruptcy petition revealed that the company owes over 170 million dollars to its creditors. Those secured and unsecured creditors include vendors, contractors, suppliers, customers, and others). Its assets are minimal. United Travel Pte. petitioned to buy what’s left of Vantage — primarily the customer database — for one million dollars.
July 16: So here’s what customers need to know now that Vantage Travel is officially bankrupt.
Aug. 20: Vantage Travel is sold to Pacific Travel Partners. Here’s what it means to customers
Dec. 1, 2023 is the deadline for filing a “Notice of Claim”
Nov. 20: The deadline for Vantage Travel customers to file a formal “Notice of Claim” Form 410 is Dec. 1, 2023. If you were owed a refund from Vantage Deluxe World Travel at its bankruptcy, you can file your 410 claim electronically via Stretto here. If you’ve already filed your claim, you can check that it’s been successfully registered here. Enter your last name only and your information should appear.
Update: Dec. 31: Depending on how you paid, if you’re a victim of the Vantage Travel bankruptcy, you might still be able to get your money back. Here are our latest efforts in our refund crusade for Vantage Travel customers. If you need help from our team, submit your request for free mediation assistance to our consumer advocacy team, and we’ll be happy to rescue you, too.
This Vantage situation is absolutely disgusting. It’s obvious that management is without ethics, morals or values. I cannot begin to imagine how awful it must be to arrive at the airport to find that your reservation was cancelled for non-payment. And/or to assume it’s just a glitch, buy a new ticket to fly to Europe and find no ship ready to sail … find no ship at all, and no answers.
It’s heartbreaking to know that Vantage has continued to lie about the trips that people will never take, flights they cannot board because of non-payment. It’s been really hard to read the FaceBook Vantage Group postings, knowing that this unscrupulous company continues to market trips, hoping someone is naive enough to send them money. To sell customers ‘travel insurance’ that is utterly worthless is just barbaric. I’m disappointed that the authorities didn’t step in to protect the consumers … the situation has been going on for more than 60 days. I wish someone could help these people. All Consumer Rescue can do is keep telling people the truth, hoping that more people don’t get caught in this nightmare. I would like to think that a miracle might happen … but even CR will not be able to fix this awful mess. At least everyone will have access to the truth, CR will keep them posted as this horrible drama plays out.
I have zero understanding of why the Mass AG has not stepped in and put a stop to this. Vantage is still knowingly ripping off unsuspecting victims.
Those who blame “management” don’t understand that this starts and stops at the very top. I worked at Vantage for several years, and to put it simple, CEO Henry Lewis, aka “Hank,” is probably THE worst person I’ve been personally associated with in my life.
Michelle: I took the time to look at the trip insurance offered by Vantage. I continue to be mystified why this isn’t insurance for which Allianz is on the hook since Vantage is not a licensed insurer. You cannot represent something is insurance and then in the fine print say it is something else. And Allianz, if it is doing its job, would be reviewing any Vantage promotional material which mentions Allianz. The issue of mispresenting an insurer’s role by a third party seller of goods and services is well-known to insurers and their office manuals provide extensive discussion of how to avoid this problem.
This is the opening of the Travel Protection Plan:
TRAVEL PROTECTION PLAN
The Travel Protection Plan boasts robust benefits for all travelers, regardless of age
Announcing the NEW Travel Protection Plan with Allianz Global Assistance, a company renowned for their award-winning customer service.
“I’ve been using Allianz for many years. They provide excellent services and affordable 100% travel insurance coverage. I will only use Allianz for all of traveling needs and insurance.”
Part A of the plan is not called travel insurance — it’s called a trip cancellation waiver. The actual document makes it clear from the title that is is provided by Vantage. Later in the document Part B has a different title and it says it is provided by Allianz. — it’s a traditional travel insurance policy that covers post-departure problems. The Travel Protection previously sold by Vantage is actually two different products. Employees of Vantage have told me that they were not permitted to call Part A a travel insurance policy — because it isn’t.
Michelle: Respectfully, I disagree. The first paragraph says that Vantage is working with Allianz, and the second paragraph talks about Allianz’s “100% travel insurance.” Not only is this “policy” misrepresented as insurance, but the principal question should be, “What did Allianz know and when did it know it” (to paraphrase Sen Sam Ervin.) The Massachusetts insurance commissioner ought to be looking into this. (I don’t absolve Vantage of any responsibility, but it does not seem like Vantage is going to be able to honor any of its promises.)
So what is our recourse? We booked and paid a cruse with Vantage in 2021 and paid $2000 for Vantage Travel Protection insurance. The 2021 trip was cancelled by Vantage and re-booked for 2022 and that trip was cancelled by Vantage and re-booked to July 2023 and again was cancelled by Vantage. We requested a full $18,000 refund and Vantage said it was in process. Then chapter 11. We called Allianz insurance and they hung-up. Sent them email and have had no reply. What can we do?
I’m not sure why someone hung up on you at Allianz, but that would not be the correct entity to contact since Vantage canceled your trip. Vantage owes you a refund, not Allianz. Unfortunately, Vantage has dug itself into a 170-million-dollar hole. I would recommend that you join our Vantage customer support group on Facebook where we post frequent updates and information for the community of Vantage customers, employees, public relations executives, journalists, Television news anchors, lawyers, representatives from various attorney generals and consumer advocates. You can also sign up for Consumer Rescue’s free newsletter where I have recently been including a special section to Vantage each week. https://consumerrescue.org/newsletter-subscribe/
Wow, what a terrible company to do this to their many customers!
I’m so sad that they got so taken advantage of!
Just another example of why I would never do business with any of those companies. They all take your money up front, and they control the game from then forward. Even the insurance companies leave themselves a way out in the fine print. They’re all sleaze-balls.
Travel insurance is a very valuable product. But what Vantage was selling was a self-insured hybrid travel protection. The details of the product weren’t in fine print and the customers had 10 days to read through the entire policy to determine if it was something that they wanted. If during that time they decided it wasn’t, the policy could be canceled with a refund and the customer could get their travel insurance elsewhere. Unfortunately, most customers didn’t read the policy until it was too late.
Travel insurance is one of the only industries in which consumers have 10-14 days (depending on the company) to carefully read the contract before it becomes nonrefundable.
Is this the consumer group referenced in the News Paper / that obtained from Vantage $1.23 mill Who will distribute and is it the total for all refunds?
The content of the article you are referencing said that the Attorney General’s office in Massachusetts had obtained $1.2million from Vantage for customers… but what the article didn’t say was that the figure was retrieved over a period of 3 years for individual customers. There is no pile of money sitting somewhere getting ready to be dispersed by the AG’s office. That money was refunded from Vantage directly to the customers. Today there are thousands of other customers. vendors and contractors who are owed millions and millions of dollars BUT Vantage has laid off all of their employees and ceased to operate without any explanation to the public.
I sense some collusion between Allianz Global Assistance and Vantage Travel Services, Inc. over this entire fraudulent scenerio, especially since Allianz never informed us that our policy was cancelled shortly after purchase. Also, Vantage CEO Henry “Hank” Lewis lost millions in a bad real estate deal that my money may have been used to invest in. I sure hope that I get my $38,297.00 back!
You did not buy your travel protection from Allianz — You bought it from Vantage AND Vantage canceled your policy. Allianz was providing only post-departure travel insurance to Vantage customers in Part B of the travel protection you bought from Vantage. It would have been Vantage’s responsibility to alert its customers that it canceled Part B for some reason.
You can read more about that “protection” here: https://consumerrescue.org/guides/buying-travel-insurance-from-tour-operator-mistake/
Thank for your reply which would apply if both companies were conducting business with their clients ethically. I have filed complaints with several agencies in Massachusetts and Florida, so that’s for them to decide the degree of fraudulent collusion or initiate consumer protection from such criminal practices!