USAirtours Reviews 120

I would recommend this travel operator if you like having your money stolen from you. If you don’t I would recommend a reputable travel operator and leave these well alone. After booking a holiday to America in Feb 2020 and then being able to travel. Our travel agent gave us a few choices, ether cancel and get our money back or amend the holiday to the following year. We decided the latter and got it in writing and that if there were any more changes we would get a full refund. Boy were we going to regret that choice.
In August 2020 the travel agent went into administration so we contacted USAirtours to see if the holiday was still going ahead. They assured us it would.
In 2021 with the pandemic not getting any better and in June at the G7 summit hearing that the air corridor between the UK and USA may not be reopening until at least October, we were planned to go in August, we decided to contact USAirtours to ask that if again this year the holiday would not be going ahead that we could get a refund and wait until things got better.
Their reply was, because we cancelled the holiday in 2020, we now came under their Flexible booking policy and that meant that there was no refund only travel vouchers. Cancelled? We didn’t cancel it; we amended it but didn’t cancel it.
I wrote to the CEO Guy Novik to see if we could be sensible about this and get a refund has we did not cancel the holiday. I got no reply. Actually my MP and BBC researchers wrote to him as well, but it seems he is way too important to answer any of our correspondents. He was willing though to speak on Travelers Weekly about how he made sure all customers got a refund. He also said on there how for the first time he didn’t mind paying the ABTA membership because they were supporting the voucher scheme so it would take the blame off the operators.
He leaves all the correspondents to his chief minion, Lisa Read. All she can keep saying is that they are sorry they 'stole' our money but because we cancelled it comes under their flexible booking policy and there is no refund. If you ask a difficult question, like, we have evidence that it was amended, where is your evidence we cancelled, she don’t reply or when she finally replies it’s, I don’t know but it was cancelled. We told her that at no time were we informed about this flexible booking policy, the reply was, that’s not their fault and the policy stands.
When it’s mentioned that they are breaking the Travel regulation 2018 and ABTA’s code of practice because they didn’t supply us with the correct information to make a suitable discussion, again no reply.
Perhaps this is because ABTA had already fined them for breaking their code of conduct in May 2021 for exactly the same thing they have done to us.
Also when it’s put to them about the comments on here and the similarities, the response is that of the typical rip off merchant. We have hundreds of satisfied customers…etc. This says a lot about their business ethics?
I am usually a great believer in people but the stress and worry these people have put us under by stealing £11,000 of our money just make me feel these are the lowest of the low.

A terrible experience from this company, unhelpful, un-flexible and extorted money from me once i had secured a booking elsewhere. I had to book my new holiday through another operator given they couldn't get anywhere near the price, even when using my £600 voucher. Once they new i secured the holiday elsewhere the price of the hotel i was told i could book using voucher shot up in less than 18 hours by around £200. The hotel direct was £750 and they wanted over £1000 for it and would not budge or give me a refund. EXTREMELY UNHELPFUL and will never ever use again. I would avoid at all costs. As their reply states yes I DID use it but had to ADD to it to use it!
Jokers great response thanks for your sincerity.

RESPONSE DUE TO REPLY:
Yes I cancelled the holiday as no holiday was even booked you lied. Your employees lie and I had confirmation from the hotel there was no such Booking. You’re cowboys and been reported to trading standards as I’ve had other people come forward in regards to the same problems. Even old staff members of yours who have been ripped off by so called joining packages fees. You will be exposed for what you are. I’d love to know how you think it’s legal to withhold almost 1k deposit when you were given over 18 weeks notice. Criminals the lot of you and I’ll take so much pleasure bringing you down. See you in court.

If I could give zero stars I would.

Completely unprofessional company who steal money from customers even when the law is clearly against this. They claim their ‘contract’ which isn’t worth the paper it’s written on (I’ve had a solicitor look over it), is the reason why they hold your huge deposit.

Now we are £900 down and holiday is 18 weeks away yet they still believe they have the right to withhold my deposit.

I won’t put on here all the reasons they don’t have as I want that to come at them in court but my advice to anyone dealing with an agent using this company is to stay away.

I’ve made a copy of all these reviews too as my evidence is just increasing. Shocking to think companies such as this are still trading.

See you in court 😊

Dreadful company. No response to emails, unable to speak on the phone. Ultimately no cash refund. Credit note to use within two years. At time of writing still no travel allowed to America so ultimately unable to use credit note. Company goes against CMA expectations. Just a horrible horrible company with no respect to their paying customers. If only they had treated customers with respect, decency and honesty they would of not created such a bad reputation and would of come out of this pandemic with customers wanting them as their travel company to go to. My distaste for this company is beyond doubt and they should be ashamed of themselves. It should be as easy as holiday was cancelled here is your refund and be provided to you in the same way the holiday was paid for. Grrrr this company is just the pits and really just so detrimental to society

I have had a similar experience to many on here which is so dreadful to read, we rescheduled from March 20 to September 20 and were then cancelled and offered a credit note which we refused requesting cash refund which we were promised within 90-120 days. In January after no money back I did a credit card chargeback for the sum I paid on credit card but debit card amounts were refused. Advised all of this to Travel Planners but they now say as we opened a chargeback we have to wait 180 days just in case the money comes back, like everyone else communication only via email no one will talk to us, they’ve had our money since December 2019. Thoroughly disgusted by this awful service, avoid at all costs. I have noticed they have rebranded as US Airtours Loves Agents and I commented on their post but now it’s gone and I can’t comment anymore, nice and shady hey!

Dreadful!
They emailed me on 15/6/2020 stating that they would refund me for a cancelled cruise. 10 months later I am still waiting to receive the money. I reported them to ABTA on 21/1/2021 but no joy so far. I am now forced to take legal action!
STAY AWAY FROM THEM IF YOU HAVE A BIT OF COMMON SENSE!!!!!!!!!

Edit, usairtours are the main company. Several of my email communications are with a usairtours email address. Horrendous. Please stay away from this company and any of their linked agents ie travelplanners. Tricked me into rebooking and now refuse to refund me. They shouldn't be able to do this. I need my money and they don't give a #*×@!

We had several calls and emails with your company in the run up to our original booking and not once did anyone mention this critical change of non refundable booking in fact on the contrary we have an email stating we would still be entitled to a refund. You can have a policy but you still need to conduct your business in line with the law and the package travel regulations which stipulate that a holiday cancelled by the holiday company should offer a full cash refund to the customer within 14 days. It is as though the people calling us to reschedule were doing so whilst getting commission but leaving out any mention of this policy of not refunding them if they reschedule. A number of your customers have reiterated the same experience. Many of your customers are aggrieved as we were not fully advised at all that if we reschedule we would not be entitled to a refund. This flexible booking policy is not within your terms and conditions but under a separate part nicknamed "important information" we did not cancel, we were called asking if we wanted to reschedule and were put under considerable sales pressure and fear that we would have to make a decision and a number of calls like this were made to me. This is similar to the misselling of ppi with the banks where a product was knowingly missold and this was done verbally and in writing. Our second booking confirmation contained within it 2 links, one of which still has a clause that says we would be entitled to a refund yet the other link is your important information section. The wording of them appears to change as it is a live link. I wish to add that I received an email from the airline advising our flights were cancelled in August which contradicts what you are saying regarding us cancelling and shows that the holiday could not go ahead and no doubt you were very aware of this, I was also told verbally by Adam that it wouldn't go ahead.
Your company has handled this unfairly and illegally I have submitted a claim with my credit card and have sufficient evidence to dispute a transaction made on an event holiday which cannot take place through no fault of my own. As I have made you aware I have reported this matter to atol, abta, cma, consumer advice. This could all have been avoided if you has been more open about this change and less intimidating in encouragement sales tactics to get us to unknowingly "cancel"

If there was a zero star rating this company would get it. After a demand from the company, even though the balance wasn’t due for another few days I paid for a cruise/flights/stayover at beginning of Oct 2020, low and behold the cruise was cancelled the day after 😡
£4000 still owed, numerous emails with different complaint references, they just don’t give a damn.
Customer service is non existent. Avoid this company at all costs.

Update 14/04/2021 - After a wait of over 7 months , I have finally received my refund. Maybe my complaint to ABTA helped.

Looks like I'm lucky compared to some. This company only owes me £200 and are refusing to exchange the credit note for cash which under government legislation I am entitled to request. So starting the complaint process with ATOL today.

What can we say about this company that’s any good the answer is NOTHING .In September 2020 they cancelled our holiday to Vegas some 5 months later they still own me and my friends over 13k. They simply don’t Answer emails you can’t get through to them on the phone the only way to deal with them is taking them to court Like I am doing the government or abta should shut them down.the fact that they are owing lots of customers money is disgusting

AVOID THIS COMPANY !!!!
I should have gone to Vegas after my travel agent booked through USairtours.
I was meant to travel on 6th Oct 2020.
Today 14th Feb 2021 i still do not have the £5470 that they owe me.
Their customer service is appalling, they will just hold on to your money and not even reply to you.
Make sure your tour operator does not give these people your money.
Update , they have just attempted to say that my feed back is about the wrong company .
DO NOT TRUST THIS COMPANY !!!!!

Cancelled holiday on the 6th of June 2020, knocked back voucher offered on the 26th of June, finally refunded my travel agent on the 22nd of January 2021. I had to message several members of the company to get a response including the CEO, they removed any negative comment on social media immediately and blocked me and it wasn't until I contacted ABTA that they finally decided to take my complaints seriously. Shocker of a company avoid at all cost.

Shocking company. They constantly tell you things just to give them abit more time. And constantly change there story. We are waiting for a refund for family holiday to florida that was cancled. Don't know we're to go next as you get no reply from caa or the people your supposed to be coverd by. Stay well clear of this company

Absolutely shocking, also waited since beginning of June for refunds for our Florida holiday so it is a fair amount we are due. Very unhelpful when emailing and no one answers the phone. They have just said they have back logs and yesterday emailed me that there staff started back at work yesterday and they are working on the backlog, absolute joke this company. Would not be using them again

DO NOT GO NEAR THIS COMPANY!!!! I've been trying to get a refund in excess of 6k since April. They do not reply to emails and they will not put me through to the refunds department. They won't even give me a timescale of when I will get me refund. It is clear THEFT!!!

Still waiting for refund from family holiday in April that was cancelled due to Covid. Disgusting customer service. Do not touch!

Still waiting for our refund of 9k since May even though we have been informed on no less than 3 occasions a date that monies would be paid back! We have been patient, taking in mind the troublesome year we are all having but enough is enough now! I get the feeling we are being taken for fools!

Do not book with this company. The most unreliable and untrustworthy company I have dealt with. I have been told 3 times my holiday refund has been processed, I have even been told exact dates and this hasn't happened. The after sales/refund department are not taking calls and not responding to emails. I was only told my holiday was cancelled 4 days after i was meant to fly out in April. Strongly advise against booking with this company.

Shocking state of affairs over refunds, been waiting since March still no money. No end date either would never trust them again total scam company.

If I could give no stars I would. Actually a pathetic company with rude staff! Been waiting 10 weeks for my refund for my New York trip which was cancelled and they still cannot tell me when I can receive my refund. Don’t update me unless I chase and even then there’s a pathetic reply. Absolutely disgusting and would recommend you avoid at all cost.