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BBT’s response to Covid is Abhorrent.

31 Mar 2020

Ms. A Thomas

I traveled with BBT twice before with pleasant experiences HOWEVER their response, or rather lack of response, to COVID 19 has been beyond TERRIBLE. I have called and emailed for 3 weeks to attempt a reasonable option for our group which originally had 11 cabins traveling May 16-23 in Croatia. They have ignored the main questions asked; responded 4-5 days later to one or two less important questions. They deflect all responsibility to “their partner.” BBT FAQ on the website is shifting sands….at one point they indicated they would try to rebook in 2020 only, later they removed the 2020 restriction, then added the words “rebooking fee.” Nevertheless a co-participant received an email requesting that the full balance be paid on time but if the trip was rebooked BBT required 250 euros PER PERSON as a rebooking fee. Although it is doubtful the ship will leave the dock, I believe their lack of response it to force US to cancel with heavy penalties that they will pocket. Please think twice before booking with this company! They are no longer trustworthy! Apparently the only thing they will respond to is negative reviews. BBT – will you reach out to me and all of our May 16 participants with an offer to rebook without penalties or offer a full refund?

Reply from Boat Bike Tours 1 Apr 2020

Dear Ms. Thomas, we are sorry you feel that the responses of Boat Bike Tours (or the lack of it) is ‘abhorrent' and 'terrible’, regarding your planned tour (with a group) to Croatia in the second half of May. Of course we do not only respond to negative reviews. My team - that is working from home, making extra hours to respond all of the hundreds of questions and remarks via email - is doing their very best to inform everybody personally. We are doing the best we can and I am sorry that you feel this as being untrustworthy. Together with our operating partners, we are constantly reviewing the situation. At this point in time (approx. 6-7 weeks prior to the planned departure) we haven't canceled this particular tour yet, although I understand your concerns to travel to Europe in May. I apologize it took us some time to define the correct policy. This particular tour is organized by our partner based in Northern Italy, they are in total lock-down hence the delay in quick response. I do hope you understand we work under very difficult circumstances. Today I looked into your (and the rest of your group's) personal situation, and I can offer you 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 (no cancellation fee deducted). You (and your fellow travelers) can use this voucher to book any tour in 2020 or 2021. I am convinced this is a good solution in these extreme circumstances. We hope to welcome you again in the future. Best regards, Laurens Winkel

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