Paid a deposit in January 2020 for trip to Vietnam in October 2020. Due to COVID trip did not go ahead ... Vietnam was closed to tourists from March 2020 (and still is). Have requested at least half of my deposit back but they refuse to consider. Will only issue a credit which is now extended again to Dec 2023. The credit cannot be used in Australia so is pretty useless - and why would I give them any more money knowing I will never get it back if the trip did not go ahead. Not interested in passing the credit to family and friends. I have chronic health issues and dont wish to travel overseas. Received a full refund from the airline and also full refund of $500 from the insurance company. They should consider that these are unprecedented times which call for unprecedented considerations. I too work for a company that has a no refund policy but because we want to maintain good ongoing relationships with our customers - we gave refunds. They wont deal with you directly and i found the responses to my travel agent to be rude and condescending. Don't risk loosing your money.
Agree fully I would never use this company again. I only took up the option of taking a tour with this pathetic tour company at the recommendation of my travel agent. However, it’s been over a year and have tried several times via my travel agent (as they will only deal with the travel agent) that if they do not want to give me a refund at least offer me a tour option within Australia so we can have a holiday. It’s our money they are holding in their bank accounts for a service they have never provided. I understand that COVID and resulting travel ban was beyond their control but it was also beyond our control then why we are getting punished? We need a holiday and if your pathetic company has failed to improvise their business model (like other Tour groups) to offer its customers an alternate option in the form of Australian holidays then how come it’s my fault? Why do I need to suffer? Even my travel agent is so embarrassed for recommending this company and has apologised to me profusely for causing this emotional hurt. He told me that “Yes I have had a lot of success in overturning credits from other suppliers and airlines but this one with On the Go will not stick.” This is true. I got full refund from another Tour company even where we cancelled due to COVID concerns but this mob is not flexible at all with any options. Other Tour companies are wise as they do not wish to lose their customer base so they are offering flexible options and not holding their client’s money as hostage but On The Go Tours is simply not doing anything other than responding with a sarcastic email. They are not even thinking of offering alternatives to their customers & improvising their business model. I was happy to wait one year with a credit note but now that the travel ban is nowhere near to be lifted my patience has been tested too much.
Booked and paid for a once in a lifetime tour to south Africa departing 15 oct 2020... Then covid 19 hit. Originally we were told if tour was cancelled we had choice of refund or credit. Tour got cancelled and then it changed to credit only. This is not suitable. Due to my age and health I can not ever travel to Africa now because of the risk of covid. I am now dealing with the ACCC, NCAT and Adam Glezer (human rights/travel advocate and media organiser). Will not ever use this company again.
I have used On The Tours twice now, for my tours to Vietnam/Cambodia and India/Nepal. Both trips have been excellent and I can highly recommend them. My assigned tour guides were very knowledgeable of their regions. Comprehensive documentation on the tour and on subject like visas was provided.
I booked a $7000 Egypt/Jordan tour with them during the Xmas period after doing some research, of which, OnTheGoTours had some pretty good reviews. But I missed the fact that the positive reviews were for the Head Office and not their Australian branch based in Brisbane. I called up twice with regards to questions pertaining to Visa application, spoke to 2 different "so called tour consultant and the Manager", they were extremely "ignorant" about the process and all they said was, they don't look after Visa application and it is not their responsibility but the traveller needs to look after their own Visa application. My feedback to them was, "you need to be educated about some of the FAQs at least, if you deemed yourself to be travel consultants???" but I don't believe they actually took that on board and kept arguing that it is the traveller's responsibility! I am a frequent traveller and I dont think I will ever book any tours with them again after this negative experience. I can't imagine how helpful they will be if I require more assistance during the Tour.
