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Cancellation of booked trips

Discussion in 'Indonesia' started by Indah, Mar 18, 2020.

  1. chris kippax

    chris kippax Divemaster

    # of Dives: 500 - 999
    Location: Australia
    889
    701
    Hi Indah

    My comment was not aimed at you but at the broad spread of operators that will not be refunding money.
     
  2. drk5036

    drk5036 ScubaBoard Supporter ScubaBoard Supporter

    # of Dives: 100 - 199
    Location: Sapporo, Japan
    695
    573
    I think very few people think refunds are absolutely required. But I still don’t see how allowing rebooking hurts. Are you running at 100% at all times? That’s the only case where allowing rebooking will hurt you; if it takes the spot of an otherwise new customer who cannot be served.
     
    outofofficebrb, Heka and Jay like this.
  3. Indah

    Indah Contributor

    # of Dives: 5,000 - ∞
    Location: Weda, Lembeh and Rao Morotai
    940
    630
    Please keep in mind we do not demand a deposit payment. And we clearly state several times before the booking : if you cancel for whatever reason there will be no refund at all. We are having only 8 rooms in our resorts. We offered re-scheduling as I mentioned before. Without a time limit. But we offered that the guest could use a maximum of 50% of the new bill for this rescheduled booking. Many only prepaid the full board accommodation, which as they mention themselves, is covered by their insrurance. When they want to pre-pay dives we write again in the mail: please note there will be no refund. For the ones which only paid the accommodation the final bill will be more than twice the credit. They lose nothing. Other decided to come a bit longer or combine 2 of our resort and use the full credit. If a part of the credit is left, it can be used for a future trip.
     
  4. Indah

    Indah Contributor

    # of Dives: 5,000 - ∞
    Location: Weda, Lembeh and Rao Morotai
    940
    630
    Thanks a lot. It indeed will be hard on everyone and everywhere.
     
  5. outofofficebrb

    outofofficebrb HARRO HUNNAYYY

    # of Dives: 200 - 499
    Location: San Francisco, California
    3,360
    2,763
    Think of it this way: if a full refund was NEVER part of the original policy or T&C and an option on the table, especially considering how many days prior to the trip it is now and what policy applies at that point when things are normal, why would you expect or demand a refund now? That is a very one-sided resolution for the customer and as the customer, I feel is not fair at all for the ops IMO.

    also, if an op wants to go above and beyond to refund because they can or want to, great. Awesome. That does not mean that every op must now do that while considering what I mentioned above. Expecting or asking that is just, in harsh words, a sense of entitlement and demanding.
     
    Jay and O-ring like this.
  6. TabeaK

    TabeaK Registered

    # of Dives: 200 - 499
    Location: New Jersey
    55
    60
    Fair enough, but not allowing rescheduling, keeping the 100% paid for trip - no refunds, not even partial - after having to cancel due to travel restrictions is the situation I find myself in with my provider - that certainly is not fair for the customer.

    We kept asking for reschedule options over and over again, and were denied at every single turn, including after the level 4 travel alert and the closure of Sorong. So, I am supposed to take a $13,000 loss and be happy about it?
     
  7. kelemvor

    kelemvor Big Fleshy Monster ScubaBoard Supporter

    # of Dives: 200 - 499
    Location: Largo, FL USA
    7,154
    4,205
    Scary stuff. Americans are used to that sort of thing being a crime, hence the expectation that it isn't going to be the case.
     
    pclark2 likes this.
  8. outofofficebrb

    outofofficebrb HARRO HUNNAYYY

    # of Dives: 200 - 499
    Location: San Francisco, California
    3,360
    2,763
    your customer is not requesting to cancel or refund, though. She is asking to come at a later time given the current circumstance and is asking to reschedule. A change in reservation dates, if you will. No change to duration or cost. Your offer is not for a reschedule. Your offer is not being conveyed to her as a reschedule but is basically an offer for 50% off regular prices assuming her trip length and costs are the same if/when she decides to return.

    If she did not pre-pay and couldn’t come because of COVID, you would have been no better off financially because you would not have taken any money from her but would have reserved a spot for her to come soon anyway. She pre-paid and has given you the time opportunity of money and has agreed to no refund. You can do what you wish with that money. She is asking to come later and not now.

    this is essentially the same as a particular liveaboard that is giving vouchers worth 40% of the value of the sailing that can be applied to a future trip. 40% off.
     
  9. chris kippax

    chris kippax Divemaster

    # of Dives: 500 - 999
    Location: Australia
    889
    701
    upload_2020-3-22_5-25-36.png Have now made my banned list.
    Aggressor
    Damai
    Oceanic
    Mares
    Hollis
    Aqualung
    Suunto

    The list gets ever longer
     
    Jay likes this.
  10. outofofficebrb

    outofofficebrb HARRO HUNNAYYY

    # of Dives: 200 - 499
    Location: San Francisco, California
    3,360
    2,763
    I have (had... :cry: ) an Aggressor sailing for April 12 and I am being issued a voucher. Same sailing, same boat, same room. I think that’s really fair. They’re also issuing if you have health issues or if you feel you are older and high risk, according to their website. I haven’t tried claiming the other 2 though. I suppose there have been other issues with Aggressor that is probably swaying you and I respect that.
     

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