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Yesterday I talked with a friend in my hometown who had nothing but praise for a GCT tour to Eastern Europe, just back from the same one we were on in June. After alerting a GCT rep about postings on Fodors, I did get this response which I am posting on my own, i.e., not presuming to speak for Grand Circle Travel. It is not their policy to reply to internet chat comments.

"The Better Business Bureau received 53 complaints from our travelers in 2005 which is more than the BBB guidelines allow. However, the BBB does not consider the size of the business or the number of clients. With the 155,000 travlers we've had in 2005, 53 complaints is less than 1/10th of 1%.

In fact, for the past 3 years 97% of our travelers have rated their experience Good or Excellent so we're confident that the change in our BBB status does not reflect a decline in our services.

Despite our concerns with BBB's consideration of limited facts, having even 53 make complaints is not satisfactory. Based on feedback received we have made major and relevant policy changes that will dramatically reduce the number of passenger complaints:

Protecting against taxes and surcharge increases.
Clearly communicating overbooking practices and revising guidelines.
Not enforcing cancellation fees due to date changes.
Revising terms to clarify policy."
(contact can be made with Joshua who emailed this to me...GCT
877 220-2610 ext. 5019)

Ozarksbill, Thanks for the info. Hopefully it will help me especially with the contact information!

Thanks so much!

Hi-- I thought I'd share this email I sent to GCT customer service via their web site. If they follow their normal procedure, there will be no response. We'll see.

Inasmuch as not only were we dissatisfied with your service before, during and after our last trip, and we heard terrible reports from many of your frequent travelers, and if you bother to go to Frommers and/or Fodor's web site to read about some of the horror stories concerning GCT, we are advising you we will not be traveling with your company again. Therefore, once again, we are asking you stop inundating our mail with the GCT/OAT brochures. Perhaps you can use the savings to improve your customer service which has evidently gotten worse in the last year. Please be kind enough to respond, and more important, take us off your mailing list immediately, as we previously requested.

Here is an update on my original incident. I just heard from my credit card company and they have ruled against GCT and for me. My money has been permanently credited to my account. I owe much of it to all of you who provide useful information that I forwarded to the credit card company. Many thanks for all who contributed!

congrats.....i have had great luck with american express when i have had car rental problems...they always came through, but never with any other travel related business...

That's great news, I'm very happy for you. I hope this and other incidents cause GCT to clean up their act.

Stitch, I'm so glad that your credit card resolved this issue for you.

I continue to be unimpressed with GCT's response. Justifying it in terms of the percentage of compaints just doesn't cut it.