Customer ReviewsforCollette

I had booked a Collette tour through a travel agent about 10 months in advance and fully paid for it. Around 1 month prior to the trip, I get notified that the trip was overbooked, and I was cut from the trip. There was no effort by Collette to make this right. I did receive a refund, but that doesnt cover the time and money I had spent preparing for the trip and anxiously looking forward to it. I reached out online to Collette when this happened, and never heard anything back. Collette gladly took my money, but I have heard nothing in the way of an apology or anything since.

To Whom It May ******* , 
               The reservation was made by **************** travel advisor on July 13, 2023. At that time of booking, our agent clearly stated that the selected tour date had already reached its maximum passenger limit and the traveler would be placed on a waiting list. While Collette understands it is disappointing the wait list did not clear, our agent set the correct expectations at the time of booking that this was a possibility. We are happy to answer any additional questions in on this matter. 

Thank you, 

With 31 one days to our tour, Treasures of *****, we just found out that getting assigned seats is an additional fee. Not only did Collette not inform of this, we had to find out on our own when trying to reserve seats with the airline. Following a long conversation with an agent, it appears that Collette agents really dont have any idea what they are doing. I asked the same question many times and not once did I receive a direct answer except it is a non refundable fare. I was upfront when booking this ticket that I would have preferred a one world airline. In addition to this mess, I had to book my way from ********* to JFK so I would not have to leave at 6:30 in the morning. Apparently a travel agency can not book all travel times? Now, we are not *********** transportation from our home to the airport in ********* because we booked our own fare. Never again. They are not transparent in their dealings with customers

To Whom It May ********************* you for contacting Collette regarding your concerns for your upcoming Italys Treasures tour. Collette has had numerous contacts with the traveler regarding her airfare. The initial travelers air quote request that Collette received on October 2, 2023 included the travelers preferred airline alliance and the travelers preferred flight routing which asked for air from ********* and also ********. The traveler also provided her seat assignment preference. At that time, our agent advised that seats assignments are not guaranteed and are ultimately under airline control.

On November 9, 2023, our team reviewed the available flight options with the traveler, and the selected flight schedule was roundtrip airfare from ******** (***). A few weeks later, the traveler called to inquire about airfare from *********. Our agent reviewed the available flight schedules, but the traveler decided not to make any changes at the time. 

It is our understanding that the travelers have made their own air arrangements to get from ********* to ********. The gateway for the packaged airfare that was purchased through Collette is ******** (***).Collettes sedan service transfer is free of charge with all air-inclusive packages when the pick-up location is within 50 miles of your ***************.The travelers would not qualify for the complimentary sedan service from their home in ********* because the gateway is ******** (***).  The travelers were offered the sedan service from ********, but they declined the service.

Please let us know if you have any questions.

Sincerely,

Collettes Traveler Relations Team

Thoroughly enjoyed our recent "Spotlight on ******" tour **** Sep 23 but recognized that was largely due to our outstanding tour manager, *************** (a Collette subcontractor). I am however significantly unimpressed, exasperated and disgusted with the customer ********************** and predatory pricing policies of Collette with respect to our tour incidentals. Since our tour did not offer post-tour accommodations in ******, we had Collette book two additional nights at the ***************************************** for which we prepaid $1,330 USD. Admittedly, we didn't do sufficient research on the hotel's room rates beyond noting that rooms were typically $430 USD/night for those dates, trusting Collette to make the reservations. When we checked out of the ********, we received an invoice for our (prepaid) stay totaling 716 GBP ($875 USD at current exchange rates). This deferential of $455 USD represents a 35% markup by Collette on the room rate charged.I initially inquired with Collette about the overcharge and was asked to forward a copy of the ******** *********** room charge invoice to them, which I did on 9/22/23. I had no response from Collette for over a week and follow *** by email were ignored. I finally received a call from a Collette "manager" who explained that the overcharge "is what it is" but said he would get back to us the following day after a discussion with other Collette managers. I never received the call back phone call, and likely never will.I agree with Collette's assessment of the overcharge that "IT IS WHAT IT IS"...and "what it is" constitutes unbridled predatory pricing and a total lack of customer focus with world-class unresponsiveness thrown in for good measure. Clearly, we will never use Collette again, and could not recommend Collette Travel to anyone based on our experience. A totally unprofessional travel company...

I'm looking for any BBB information on this company. I have paid a Large amount of money and, I want any descriptive information on this company. Additionally, how can this company be in business several years with no BBB info on them?

Hello, This guest has not traveled with us yet , but does have a future reservation. I have left a voicemail for the guest and would like to speak with him as I do not currently understand what he requires. Please let me know if I can provide additional information.

My husband and I went into ************** to plan and pay for an international trip. We were very excited and wanted to put a large deposit down since the trip was within 3 months. The agent asked for our deposit after going over the tour with us even before printing the documents and as stated we were very excited, so we gave the deposit of over $5000.00 since the total of the trip was over $13,000 and time was of essence. After paying the agent told us that they couldn't confirm our flights for up to 7 days. We weren't happy after making such a large deposit and no confirmation. We asked for a refund and to cancel the same day while sitting at the agent's desk. She canceled immediately and now we are told that we might not receive the refund for 14 to 30 days. We need this money to pay for another trip! This is unexceptable! These funds should have remained pending and released within 5 to 7 business days like most companies, especially such a large amount, given it was an immediate cancellation. This is taking advantage of customers. You wouldn't hold funds and cause interest to be charged to customers? This is in your favor, but certainly not that of the customer. I am filling a dispute with my credit card company. Very disappointed customers!!!

Collette Travel Waiver Program.The following is an email sent to ***********************, **************************** Specialist for Collette Travel; ************************************************************** - Phone: ************.From the Collette Travel Protection Plan; Quote, "The Pre-Departure Cancellation Fee Waiver Benefits of this Part A are provided by Collette"...... My consumer remarks are self explanatory in my email to the **************************** Specialist. My email--> Quote, "The Fee Waver, as presented in this document, is a term and semantics, unfamiliar to many lay people outside the travel industry, including myself. While you may persist in your correct legal position, this is a very poor public representation and image for your company. Nine months (9) prior to our trip departure, and cancellation COSTof more than the actual trip deposit for holding a place for land only..... Worth sharing online so others will pay more close attention to Collettes Waiver Program". A. R. P. *************** **

Thank you for your feedback **************** and we are very sorry to hear about the confusion regarding our Travel Protection Plan. Per the ****************** of the Travel Protection Plan on our website, "Payment of a per person Travel Protection Plan fee guarantees a full refund of all payments (including deposit), except the Travel Protection Plan fee itself, made to Collette for travel arrangements in case of cancellation of your travel plans for any reason prior to the day of departure". We hope this clarifies the situation and helps any future travelers as well. Sincerely, Collette Guest Relations Team