OAT: Machu Picchu & the Galápagos

Jun 29th, 2008, 12:02 PM
Join Date: Jun 2008
Posts: 3
Please exercise extreme caution when booking with OAT. While their local Ecuadorian and Peruvian trip leaders are very good, the US office is extremely unresponsive. My husband and I were booked for a June 2008 Galapagos trip which we booked with OAT primarily because of the opportunity to travel on a catamaran. While on tour, we were told that our boat, the Athala, lost a piece of fiberglass from the hull, and would not be available. OAT provided us with an alternative which the majority of our group felt was unacceptable. We obtained the contact information for the US vice president of worldwide operations and she did not even offer us the courtesy of a return email. We are seasoned worldwide travelers and know that the unexpected sometimes occurs, but we did expect that after spending more than $10,000 on this trip that the US office would at least answer our questions. OAT seems to be an excellent option for the traveller when things go well, however, the US office was not responsive when things did not turn out as planned and isn't that why you use an agent/tour group in the first place?
traveler11 is offline  
Jun 29th, 2008, 12:20 PM
Join Date: Jun 2008
Posts: 3
I just wanted to add the following information to my post, OAT has an unsatisfactory rating with the Better Business Bureau which, according to their website, has processed 108 complaints over the last 36 months.
traveler11 is offline  
Jan 20th, 2009, 05:23 AM
Join Date: Feb 2005
Posts: 14
We are also looking at OAT, and I checked their BBB rating after reading the above post, and as of 1/20/09 they have 36 complaints in the last 36 months, and have a BBB rating of A-.

That is far from unsatisfactory, and would seem to suggest that the number of complaints is small, compared to the number of people booked on tours.

The complaints are broken down by category, but there is no indication of whether they are unresolved. Unfortunately, OAT is not a BBB member, so they have no obligation to comply with BBB guidelines.
Trophy98 is offline  

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