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Why only a partial refund if RST canceled?

I paid more than $6000. for my tour which was canceled. I was refunded $4601. RSE canceled the tour, so I should have received a FULL refund. Where is my money?

Webmaster edit: see final reply for resolution

Posted by
686 posts

If you read the information about tour refunds, it states that your refund will be given back in the same way you paid. Did you use two different payment methods? Maybe a check for your deposit and then a credit card for the rest? If part of the payment was a check, it will take longer to receive a check in the mail. Or, if you made part of your payment with a credit voucher, you will get back another credit voucher.

But the big question is why you are asking us. Give RS a call, or send them an email.

Posted by
6039 posts

Was part of it charged and part paid with a check/cash?

Email RS ---- they seem fairly current on email. I got a reply in about 2 hours today.( may have been less)

Posted by
27 posts

I will give it a few days and email the office if the rest doesn't show up. I will be booking a different tour anyway.

Posted by
1384 posts

It could be a simple mistake. The FAQ is quite straightforward:

"we provide 100% refunds for tours that we cancel."

Posted by
20 posts

Interesting, which tour did you sign up for that was more than $6,000? And why aren’t you contacting RS versus posting this on a forum?

Posted by
848 posts

Rick Steves has been completely transparent throughout this emergency.
My tour was cancelled, and my refund was completely returned, in 2 separate transactions, as explained in the emails they sent me.

Posted by
756 posts

You will get the deposit in a different refund. Did you ask them when you can expect it?

Posted by
1451 posts

liz,

It is understandable your frustration, venting and anger over losing a chunk of change. You seemed to take a more reasonable approach in another post and stated that you will wait a couple of days.

Was the difference a "deposit?" If so, it may be credited later. Only their accounting department would know this. Just a thought and speculation.

Keep in mind banks are overwhelmed of course. Skeleton staffing, banking hours limited, CS reps doing their best to get to all calls, online very busy.

It is best to contact the RS office direct.

Posted by
3306 posts

Strongly suggest you contact the RS office immediately. In view of the manner in which the RS organization has handled things for everyone, this is probably just a case of human error or perhaps a computer glitch. Then come back and let us know the results and offer the RS company an apology.

Posted by
27 posts

I spoke with the office this morning and they explained everything to me. Looking forward to rescheduling my tour now that the rest of my refund is on the way. 27,000 travelers had their tours canceled.

Posted by
296 posts

From other posts, it appears the OP was scheduled to be on the Best of Europe 21 Day Tour in April. My guess is $5295 tour price plus $925 single supplements, adds to $6,220 total paid for the tour alone. In another post mid-March, she mentioned that she had not bought flights yet (and was wondering when RS would cancel her tour). I can't figure out the math exactly, but when you sign up for a tour, along with the $400 deposit you have to also pay upfront your single supplement. So she may have paid $1,325 upfront. Therefore, $6,220-$1,325 = $4,895 (which doesn't quite add up to $4,601). It's also possible that the OP signed up early and received the $100 discount. Additionally, if she had been on other RS tours she would have gotten alumni discount.

Posted by
329 posts

We had our April 27 South of Italy tour canceled. I am so impressed with the RS office in the clear communication with us and the prompt return of our refund via credit card for the deposit and back to our checking account for the balance. We’ve been on several tours with them and will continue to do so. Looking forward to traveling with them next year.

Posted by
3214 posts

Doing the math, the Best of Scandinavia in 14 Days at $5195 plus the single supplement of $875 adds up to $6070.

The $5095 (lowest price) Best of Europe in 21 Days tour plus its single supplement of $925 is $6020.

So, yes, there are tours that could cost $6000 or more. And of course if the OP paid for 2 people, many of the tours would be over $6000.

Posted by
686 posts

It would be nice for the benefit of other travelers with canceled tours to hear the final explanation. liz, can you share what happened? Why was your money refunded in two batches or why was some of it delayed.
Thanks.

Posted by
6039 posts

I spoke with the office this morning and they explained everything to me.

Please do not leave us all in suspense any longer----- what happened?

Posted by
5311 posts

Folks seemed to provide wise advice — that is, to talk to the RS Tour folks. Which the OP did and received a satisfactory answer, according to her own account.

Posted by
578 posts

So, how are refunds being sent? Check in the mail? Electronic transfer back to bank account? Credit card credit?

Posted by
351 posts

Eric,
We paid RS with a Capital One card. The refund came as a credit back to that same card. Because we had already paid that bill, we contacted Capital One by phone. They are refunding us by check. They did of course apply current charges first, so the check coming to us reflects that. (It leaves us with zero due on the card. )
Very efficient on the part of all parties involved.

Posted by
631 posts

Thanks for the many replies that were helpful in providing context and suggestions. The issue is resolved. The OP did pay in two separate installments across two different methods. The two payments are being reimbursed to the two methods. The OP is getting a full refund. All is as it should be.

For others reading along, please do contact us directly if you ever have a concern or confusion about something specific to your tour. Thanks, everyone!