Booked and paid for Vietnam and Cambodia tour, cancelled due to Covid 19, requested refunds and was initially refused, rang again, no response so an email giving them 3 days to respond. Request for refund declined again as they were waiting for monies from their suppliers. Contacted them again and was escalated to management level and was offered a partial refund and the insult of having $350 per person cancellation fees ( equates to $700). The partial refund was not given and a time period of 3-6mth. Have now escalated to Slater and Gordon. ACCC states very clearly ALL monies to be refunded if cancellation due to Covid 19.
Very eager to take your monies but reluctant to give it back.
We booked and payed for a trip to China for August 2020, because of Covid19 it has been cancelled, was given a credit note for full amount , can book another trip up till end 2022, they were lovely about the whole thing, as I have travelled with them on several occassions I am happy to continue to travel with them.
Liars & frauds
I booked a tour with 5 of my friends, payed in full & coz covid was cancelled, was cancelled in February still no refund & absolutely no communication.
Checked with the airlines they weren't paid by SNA in the first place.
Give our money back
I book a holiday through webjet, get a receipt from SNA Tours, and a liquidation notice from travel Asia.
2019, I bought 2 tickets to travel to China in June 2020.
This week I emailed the TA email address only to learn that TA is in liquidation. I was informed to contact the liquidator. He informed me to contact SNA tours (as they issued my receipt). When I called SNA the lady said I had to contact webjet, as I purchased through them. When I asked the lady at SNA why I had been issued with a payment receipt from SNA. She said that it was because they were issued a token from webjet, but she said they did not have my money.
When I called webje...
SNA China Tour
We booked a tour with SNA Tours for May2020. We tried to contact them in February and March to find out about the tours refunds etc. All we got back was we will let you know closer to the date. Australian borders closed so it was obvious it wasn’t going to go ahead. We then received a email off Travel Asia saying that Travel Asia has gone into liquidation. I rang the guy looking after the liquidation and he said that Travel Asia had nothing to do with SNA Tours and he couldn’t help. I have continuously tried to contact SNA Tours to no avail...
Totally ignored customer
As many others, booked with LE who then passed the tour to SNA. We were offered dates for 2021 but now find out SNA in Liquidation! No communication from LE except a generic email. The 2021 trip is still listed on my Escapes! Where is all this money??? I paid LE - they need to take responsibility.
Bad experience with luxury escapes & SNA tours
To all concerned who booked a tour through sna tours via luxury escapes for the Japan 12 days departing on different dates through 2020 and are having no luck communicating with both companies I suggest contacting the accc here is the link https://www.accc.gov.au/consumers and lodge a complaint online. The more people who lodge a complaint adds weight to our claims as clearly luxury escapes/ sna tours should have had our monies in trust and because we did not get what we paid for we deserve a refund. LE are negligent because they guaranteed my ...new travel dates 14 days after the affiliated company of sna tours went into liquidation so I urge all concerned to lodge a complaint. I have also lodged one with consumer affairs. Please consider this action. Joan Somers
absolutely disgusting company
company quickly take money>
corona virus strikes so unable to take tour>
refund minus $350 pp as apparently they booked airfares no proof can be supplied
3 months later still waiting refund, no communication about from it may take up to 6 months to process
calls/ emails / social media messages all ignored
- Verified customer
Japan Tour cancellation
My experience as previous reviews: Booked and paid to Luxury escapes for travel on 21 April to Japan, contacted a week before by an email for cancellation of the tour and offered their sympathy ...no offer was made for postponing or refund as Travel Asia ( which I don’t know whom they are) been liquidated. To my knowledge the tour was operated by SNA and they still in operation.. total confusion and where is the duty of care by Luxury Escapes
TOTALLY PEEVED OFF
Well there you go China starts the Covid-19 and now we all lose our money we have paid to travel to China through SNA tours. We had opted to take a refund less the cancellation fee well prior to them going into liquidation but it appears now that we like many others will be getting bugger all. We both are at retiring age and can ill afford to lose money like this - totally disgusted with the hole process. Why does my friend appear to have more money against her name than mine when we booked the same trips.
Loss of Money
We have been advised the same although 2 others travelling with us have yet to be advised. We too were advised of postponing until next April which we took. Travel Insurance appears to not cover liquidation either so we have all lost money now. What options do we have with Luxury Escapes for some responsibility?
Our experience is exactly the same as Avril Summers. Our tour to Japan, offered through Luxury Escapes, but managed by SNA tours was first postponed till next year and now cancelled due to SNA Tours going into Liquidation. We feel extremely disappointed as at our age 75+ it is a loss of a significant amount of money and timing. Luxury Escapes is ATOL protected in the UK and Europe which insures that the purchaser can get a full refund if the tour company goes bust. Does this assurance not exist in Australia? We chose to book through Luxury Escapes as it is a reputable company, but it is very disappointing that in this case we have not been offered an alternative or refund.
12 day Enchanting Japan tour 1st April 2020
We were due to go on a 12 day tour including flights of Japan Offered through Luxury Escapes, but managed by SNA tours, due to COVID19 the tour couldn’t go ahead. After trying to contact SNA tours via telephone to no avail we applied Via email for a Full refund to the tour company responsible (SNA tours). We received an email apologising for not being able to contact them and with much information. We were advised In another email we could postpone our tour to next year 2021, with several dates to select from. No offer of refund was given. A...s we still want to tour Japan we selected a similar date for 2021. Since when we have not heard further From SNA tours. Now we’re getting worried as Luxury Escapes just emailed to say that the tour operator Travel Asia has gone into liquidation. Total confusion as SNA tours we’re responsible for organising our tour not Travel Asia. Are they the same company. Anyone else having the same concern.
Global operations shut down
Sorry to advise you all that have tours booked with SNA They just informed me their global Operations have been shut down until 31/5/2020 and they giving you a credit valid for 2 years. They have just now confirmed my request to schedule our Booking to Japan until 3rd April 2021
I bought a tour for china, we had to cancel it because of the corona virus. Many firms are returning all the money, but the sna tour said that it could only return half, and when the news about the virus was new, it made me decide quickly, otherwise I would do nothing. I still haven't received a refund. They told me to wait 3 weeks, it was 6 weeks, still I couldn't get my money.
SNA Tour has postponed my Japan Tour until next year.
I have just received confirmation that SNA has agreed to postponed my Japan tour to next year. They are very supportive of the current situation.
For that I shall always be loyal to them for future tours.
And wonderful people working there.
we were nervous
Japan tour March 24 2020,
was very worried when email reply said contact back to us would be made up to 3 business days. Need't have stressed.
Today, one business day later, received phone and email giving 14 future dates to take Japan holiday. now much calmer, thank you SNA
We too were booked to go in April to China and have been advised we can still go but when we get back we will go into quarantine for two weeks. They have absolutely no idea what they are talking about!!! Please explain what the $350 covers as everything would have been canceled as soon as Australia stopped people going!!! I am going to bombard them with emails until I get a full refund.
Where SNA tour official gone
Hi I booked tour to Japan for this April-10.
SNA phone line message saying they are closed during business hours also.
They are not replying my email also. I am not sure what to do.
SNA gone for ever. No response from them.
Can any one guide me.
Booked a trip for 4 people to China and was never updated on progress on flight or travel details. Attempted to confirm a travel date to arrange time off work and no one was able to confirm. When trying to cancel due to the recent Coronavirus outbreak, they advised it was $350 per person (total package cost $999) although the fine print and terms and conditions provided when booking only stated $150 per person, Staff have been rude, do not listen and talk over you. Have booked the trip through TVSN where both SNA tours and TVSN have continuously palmed my requests off to each other rather then any of the companies taking accountability or helping.
Questions & Answers
Can someone please let me know if SNA tours has gone bankrupt? Was told two weeks ago I would be getting my 2999 back and now all phone lines and emails have gone dead. I am desperate. Literally no communication I am going crazy PLEASE respond to me.
My name is Anton Grabovic and my booking reference number is 00062063 .
We were booked for a 11 day Inspiring China on the 20.03.2020 this was cancelled and postpone to the 20th June 2020 and then again postponed to the 11 of September 2020.
According to the government’s department this date will not be available for travel. My wife and I are pensions and financially we can afford to keep changing dates.
Can you please let us know what our options are?
We have been trying to get in touch with you for weeks.
Waiting to hear from you
Hi Anton, have you tried sending them an email to this email address :- firstname.lastname@example.org
Did you get an automated reply saying their offices are closed until 31st May,2020? Also you could try sending them a message on their Facebook page, you may get a reply, here is the link :- https://www.facebook.com/snaasiagroup, where it says "send message" click on it and then type your message. Did you deal with SNA Tours directly? I purchased an offer through Luxury Escapes so had to deal with them separately. Just try these two actions and see if you receive a reply. All the best.
Also depending on any response you receive, write another review on this site and also write a review on Trust Pilot and on SNA's facebook page, that often gets a response.
There is a petition that I have signed :- https://www.change.org/p/luxury-escapes-tell-luxury-escapes-to-offer-refunds-amidst-covid-19-pandemic
It has gained a lot of response from various people with complaints etc. See what you think.
To michael griffin and tony of sydney
How do you know your new bookings for 2021 are secure with sna tours? I was contacted by sna tours too with new dates in 2021 but now their affiliate company travel Asia has gone into liquidation so I wouldn’t hold my breath with your new dates!
To Diana S and Gra of Sydney : Please consider signing the petition that many disgruntled Luxury Escapes customers have signed, it is all about trying to get refunds for various travel/accommodation etc. Alson consider the Slater & Gordon class action expression of interest to hold the travel agencies accountable. Here is the link if you are interested :
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