Grand Circle Travel / Cancelation Policy
I called Grand Circle Travel (GCT), to book a trip, late Friday night (approximately 10pm California time) Aug. 15, 2008 by telephone. The purpose of booking the trip by telephone was to ensure that I could integrate the requested trip with a complex itinerary that required the specific date of April 16, 2009. The sales agent was well aware of this need.
The specific requested trip was to Brussels & Belgium. The sales operator knew I had to co-ordinate this booking with another independently planned itinerary. In fact, although I requested a Brussels to Amsterdam itinerary, I was informed that Brussels to Amsterdam was full but I could travel the reverse direction (Amsterdam to Brussels) on the same date of April 16, 2009. I agreed and proceeded to book the trip. Following completion of the booking, I proceeded to investigate non-refundable airline reservations of a complex itinerary that would place me in Amsterdam in time to commence the April 16 trip. There were only 4 seats available for what would in today’s market would be considered a reasonable fare.
Prior to booking this non-refundable airline ticket, I wanted to confirm my GCT itinerary. Upon checking my GCT reservation at their website on Saturday August 16, I saw that they had my itinerary listed as Brussels to Amsterdam. At that point I attempted to contact customer service by both e-mail and telephone to determine which itinerary I actually had since I needed to make a decision regarding the airline ticket. When they were not available I decided to cancel the GCT trip.
I called to cancel Saturday Aug. 16, 2008 around 3PM PST. Although sales for Grand Circle Travel are apparently open practically 24/7, customer service, which one is required to call for any changes, was closed for the week-end at 3PM EST, so an e-mail was sent.
I called again on Monday morning Aug. 18, 2008 when customer service was available to confirm the cancellation. I was informed at that time, that GCT did not accept e-mail cancellations and that there would be a $600.00 cancellation fee. At the time of the booking, I was never informed by the sales agent of a $300 per person cancellation fee as he took my credit card number for a $191 deposit, knowing the complex itinerary issues.
I wish to file a formal complaint regarding Grand Circle Travel. I know this policy violates CA law relating to 72 hour "buyer's remorse". I want them to either change this policy or to prohibit them from doing business in CA.
Joel E White
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