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BBT ripping off customers by not offering refunds!

28 Mar 2020


BBT appear to be in breach of EU directive 2015/2303 and should honor requests for refunds. Refunds should be made if BBT cancels the trip or in the vent of exceptional circumstances. I have asked several times for a refund to no avail. I notice they have avoided using the word ‘cancellation’ in their correspondence. I expect EU residents could claim refunds easily. I will be pursuing a few different avenues of redress and will provide feedback here. Looks like I’ll have lots of time on my hands…. ====================== In mid-March BBT replied to my cancellation request saying: 1. However, due to the exceptional situation that has arisen and therefore in deviation from the regular arrangements we are forced to charge at least 40% of the original travel sum as cancellation costs. 2. If you cannot travel again within 365 days, but only at a later date, you will retain the value of your voucher, and you can book another trip of your choice for any tour with availability in 2021, at an additional cost of € 250 per person 3. And still refuse to acknowledge EU directive 2015/2303 which they even refer to in their standard terms and conditions. So I’m still very unhappy they are ignoring their own terms and conditions. If they can’t administer bookings fairly how could I confident in the tours they run?

Reply from Boat Bike Tours 31 Mar 2020

Dear sir, Thank you for your feedback. The COVID-19 crisis has impacted us all in many ways, including of course our guests who need to change their travel plans. We are very sorry we had to cancel your tour and apologize it took us some time to define the correct policy. I understand you are in contact with my team about a solution in your case, maybe rebooking for September 2020 - which we would really appreciate. If you do not wish to rebook to another date we will send you - according to our policy - a ‘Corona Voucher’. This voucher is valid for 365 days, guaranteed by the Dutch Travel Refund Guarantee Fund (SGR) and has the value of 100% of your deposit. You can use this voucher to book any tour in 2020 or 2021. I am convinced this is a good solution in these extreme circumstances and we hope to welcome you aboard in the (near) future. We will contact you personally as soon as possible. Best regards, Laurens Winkel Director/owner

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