Hi, we recently booked an extensive tour as part of a trip to Japan but due to the virus we had to cancel. While everybody else refunded, disappointedly, Wendy Wu only offered a credit which we didn't want. Happily we were refunded/rescued by our travel insurance company. Would never do business with Wendy Wu tours again. Patrick
Wendy Wu claim they gave us wrong amount for refund...
We were booked on a Wendy Wu tour at the end of next month - The Classic Japan. They initially sent our travel agent an email offering us a reasonable return of monies. Now they have sent my travel agent a second email, claiming that they had made an error and that we would be receiving less! We will be disputing this as it involves a refund on our Qantas flights. Can anyone recommend a course of action we can take?
Disgusting behaviour by WW Tours regarding cancellation of tours
Very interesting reading these negative comments regarding WW's cancellation policy due to Covid 19. We also had booked a Cherry Blossom Tour to Japan for late March and when it was cancelled we were only offered a credit for future travel less a huge penalty of over $4000. We found them difficult to get any information out of and have been totally disgusted with what they have offered. We want a full refund as we are both elderley and it cannot be guaranteed that our health will allow us to travel in the years ahead. Why cant they just give th...e ones a refund that have asked for one, and hold credits for those who wish to delay their travel for the future. It's obvious from reading the comments here that they haven't been consistent with their cancellation policy so leaves us very reluctant to travel with them again. Come on Wendy Wu, if you claim to put your customers first, how about you try and regain some of your credibility and give refunds where refunds are due.
Don't do it
Tour was booked 18 months in advance. Tour was cancelled by Wendy Wu. Charged thousands in cancellation fees even though it was Wendy Wu who cancelled the tour. No explanation given.
Do not book with this company
Will not ever travel with this company
I booked a trip to Japan and paid the deposit. WWT was due to be paid the final amount which was in excess of $25k but they kept moving the date of payment forward. I rang my insurance company who had changed their policy literally the Friday before I rang and they stated no cover for Covid.So I rang my travel agent and said I can’t travel without insurance. They were in turmoil as Covid was just starting to affect the travel plans of millions. The agent tried to get my deposit back but all WWT would offer was for an EXTRA fee I could change the date but that had to be within 12 months...seriously? I didn’t cancel for a frivolous reason and all trips were subsequently cancelled.WWT has lost me and all my travelling friends as customers.
- Verified customer
Disappointed with Service
Finally, after three months of backwards and forwards with Wendy Wu Tours we have received a letter explaining that cancellation fees of $3,944 from our total Japan tour worth $22,780 will be incurred for the privilege of us cancelling. At no time have we received any ownership from WWT that it was their company that actually cancelled the tour. WWT have 'deferred' all tours as the result of the Australian Government's advice and subsequently changed their T&Cs to offer no refund to customers.
Leading up to our 21 March departure WWT still main...
Very Happy with refund from Thailand Trip Cut Short because of COVID19
We left from Brisbane on the 14th March for a 9 day trip to Thailand followed by 3 days in Singapore. It rapidly became apparent we would not get to Singapore and we accepted that (it was an add on special). Four days into the trip Wendy Wu through our guide contacted us to say Singapore Airlines were cutting back on flights and to be assured of a flight home we would need to leave the following day. We chose to do so (with minimal extra cost because of an additional flight) - accepting the exceptional circumstances. Rebecca from Wendy Wu s...aid they would try and recover refunds from the unused land based part of our tour, but to be honest our expectations were not high. Very pleased to receive an email on the 27th May detailing a relatively large refund they had negotiated from third parties. Would love to do another tour with WW but not until at least 2022 and then only if the vaccine for COVID19 has been developed. Rex and Janet
Unhappy regarding cancel fee - so letting you know what I have done - you might like to consider following
My holiday was with Wendy Wu for March 2020. Wendy Wu cancelled this on 16 March 2020. I assumed a full refund and as I did not need a Visa, I booked my Airline ticket separate and Wendy Wu advised that there were no Non-recoverable expenses therefore full refund should have been due. In contrast they tried to charge me almost 40% cancel fee. Their policy states when Wendy Wu cancel the tour: - " If tour is cancelled or varies PRIOR to departure due to unforeseeable circumstances such as, but not restricted to, severe weather conditions o...r force majeure, Wendy Wu Tours will refund all monies prior to departure less visa cost, fuel surcharge and any other cancellation fees levied by airlines and other third parties that are not refunded by an airline or other third party." I stated this and got a very small reduction in the huge cancel fee. No good enough I felt. Therefore I have filled in the very easy online form on the solicitors Slater and Gordon website and hope this results in a class action by so many unhappy people. It was Wendy Wu that cancelled not me - and it was prior to departure. Slater and Gordon are handling hundreds of cases regarding the cancellation of tours and the non refund of monies that the client is fairly due. This is just an idea for frustrated clients and just something I have done that might also help you. It is a shame as Wendy Wu Tours are awesome but under the circumstances justice and fairness must prevail.
Do not use this company, ripped us off Booked a Private tour to Vietnam 2020
We booked this tour thru Helloworld Campbelltown Mall. This tour was cancelled by Wendy Wu Tours not us. The cost of this tour was $13,086.00 (no international flights were included in this price). Wendy Wu charged $4,358.00 for third party fees, Helloworld charged $1,500.00 Plus $110.00 admin fee. So we were out of pocket for a trip that Wendy Wu Cancelled. I do not recommend this company and will never ever booked with them again. Wendy Wu tours you should be ashamed of yourself.
Disappointed with unrecoverable fees amount
After many weeks of emails and phone calls we are nearing a final outcome and a compromise regarding the cancellation of our Wendy Wu tour. Ideally we would have liked a total refund minus visa costs, to rebook at a later date when we felt safe to travel again. This outcome, although not exactly what we wanted, was better than we were initially offered......hopefully 2022 will be a safer year.
Wendy wu coming to the party
We would like to thank Wendy wu For answering our review with regard to third party losses in our trip to japan.
Your negations are deeply appreciated and we look forward to booking another trip 2022
- Verified customer
Disappointed with Wendy Wu
We were booked on cherry blossom tour on leaving 30th March,tour was canceled by wendy wu because of corona virus. Wendy Wu are holding over $5000 for 3rd party charges. We find this is being greedy and would not recommend Wendy with tours.
Thanks Wendy Wu!
Was booked to go to Japan in cherry blossom this year but couldn’t go due to the travel restrictions so Wendy Wu have put me on the same trip next year and matched my original booking price so I have nothing more to pay. There was a cancel fee if I didn’t defer or want to hold in credit but I booked this tour because I know it’s a great tour and company, so I can’t wait to go next year instead!! Great service thanks Wendy Wu!!
Highly recommend Wendy Wu - Outstanding Service
I travelled with Wendy Wu Tours to India in January and it was the trip of a lifetime. Everything was taken care of for us - good quality hotels, exceptional Guides that took great care of us, delicious local food, itinerary all planned out for us and well organised. We just got to enjoy being there. The only disappointment I had was the heavily fog at the Taj Mahal at sunrise because it was winter so we couldn’t see anything, but no problem our guide rearranged the day and we went for a beautiful sunset instead which was a moment I’ll never forget.
Thanks Wendy Wu for creating these memories we will never forget - I highly recommend Wendy Wu.
- Verified customer
Withholding $4,400 of our funds
We were due to go to Japan with Wendy Wu on 30th March, but due to travel restrictions then in place for any International travel, my wife and I have asked for a refund of our payment (which they have had since October 2019). They sent us an email outlining the fact that if we were prepared to accept a credit towards future travel with their company, we would get a 100% refund for any trip before December,2021.
They indicated in their email that there were no expenses which would be offset against this credit. To me, that indicates they had no...
Wendy Wu Japan Uncovered Tour Cancelled
We were booked (2 People) on Japan Uncovered Tour departing 3rd May. $5400 are being kept by Wendy Wu Tours as “Unrecoverable Costs”. Most unhappy at being expected to lose this amount of money through no fault of mine - Corona Virus. I too requested an itemised account of the $5400 but told not available. Have previously been on a Wendy Wu Tour. Could not recommend Wendy Wu Tours based on this outcome.
with hold $5000 on tour even though cancelled due to Covid19
Wendy Wu canceled all tours on March 16th, our Cherry Blossom tour was due to leave March 17th. Because we cancelled 9 days before level 3 announced as my Dad has cancer and we were strongly advised by his oncologist. We lost $5000. I understand we cancelled but in the circumstances there was no option. The tour was cancelled anyway. but we lost the $5000 and no option for a refund just a credit to be used by 2020 dec.
My issue is my travel agent cant help and when i speak to the WW consultants it just goes round and round in circles. There is...no give no nothing. We would be happy to have the $5000 in credit. When we do eventually go (if Dad is well enough) it will have such a bad taste because of the harsh rules they are applying. We have a medical letter supporting this but it made no difference at all. It makes me very disappointed and sad as it was to be Dads last OS trip and to have such a nasty experience with WW has made it a very bitter pill to swallow.
Cancellation confusion with Wendy Wu and Flight Centre Wodonga
On 23/03/2020 Wendy Wu suspended my tour of Japan in April 2020 due to COVID-19. On 27/03/2020 I cancelled this tour via email through Flight Centre, Wodonga. I then received a new unfair contract from Flight Centre that they said was from Wendy Wu: “If you can please confirm the below which option you would like below; Credit or cancellation.
1. Wendy Wu Tour - Credit: This is automatically held into a credit for your use as per their policy below: If you have booked a group tour departing between 16 March 2020 and 31 May 2020 you will receiv...
- Verified customer
Worst customer service ever and zero care about customers
Wendy Wu tours are withholding AU$5824 from our refund of our Japan tour which was due to depart end of March. As per their email "The non-refundable amount of $5,824 includes all the ground supplier fees AND the $734. That is, if they choose NOT to defer or hold in credit, the cancellation fee is $5,090 (land) plus $734 (air) = $5,824". They go on to say "I am unable to provide a breakdown for these land costs as this is a total package built of multiple services and confidential agreements between all 3rd parties, that are not required to be ...disclosed." This is, in my opinion, totally unsatisfactory. If her suppliers are not refunding her she should carry insurance to protect her, and her customers. I am left having to claim this amount from my travel insurance. zero stars to Wendy Wu for their customer dealings, their inflexible attitude and I will be actively discouraging anyone I know from using them in the future.
Lack of communication from Wendy Wu Japan Tours
Like many others , I have made many requests to Wendy Wu Company to ascertain their added costs of the trip the company cancelled to Japan due to Covid-19. They have not answered my emails. They are doing so much harm to their company as after our deferred trip I will never travel with them again and will certainly let people know of my experience with this company. Please let us know a detailed account of the costs we face ASAP. Sue T
Questions & Answers
I was booked to go on a WWT the Japan blossom tour .2020Due Covid19 and having COPD in senior years I was advised by my GP to cancel if I became contaminated with Covid 19 this could be fatal definite hospitalisation.
5 days after I cancelled WW cancelled the tour
The tour cost was $9000 there about WW will only refund $2790 partial refund !!!
They offered a credit of $6000 partial credit .
I am shocked and disgusted with WW lack of humanity and their money grabbing behaviour .i am taking this further .
The travel agent wasn’t much help .I could have applied for travel insurance but I was told I would get refunded
Shame on you WW taking advantage of people in a time of crisis
Hi, we were booked on a Wendy Wu tour departing 7th of April. I would like to enquire as to when we will find out our options seeing the tour was cancelled due to the corona 19 virus.
Wendy Wu Tours AustraliaWendy Wu Tours
We are currently working through all tours in order of departure date, however this is taking some time due to the volume of bookings. Our Customer Relations team can be contacted on 1300 727 998 or firstname.lastname@example.org. If you can kindly provide your booking details, they will be able to advise the tour dates they are currently working to and assist you with your questions.
Wendy Wu Tours
Hi we received the information from our travel agent and am now wondering why we are being charged $500 for rebooking? You will be gaining interest on our money and this should compensate the transfer fees in our opinion. To be charged 25% cancellation fee when we didn’t cancel is also extremely high in our opinion.
Wendy Wu Tours AustraliaWendy Wu Tours
Hi Sandra, we have just replied to this message via Facebook however please do let us know if we can assist further.
Wendy Wu Tours
Call a tour “deferred” which is really cancelled for that date and then tell us that to not accept another date we are told this is cancel and charge us 37.25% and we only booked tour and no flights. Please justify such a cost when the cancel did not cost you anything as no loss of income for you - Justify this if you can !!
Further to my above comments I would like to remind Wendy Wu Tours of the CANCELLATION BY WENDY WU TOURS conditions - If tour is cancelled or varies prior to departure due to unforeseeable circumstances such as, but not restricted to, severe weather conditions or force majeure, Wendy Wu Tours will refund all monies prior to departure less visa cost, fuel surcharge and any other cancellation fees levied by airlines and other third parties that are not refunded by an airline or other third party.
As I have NO flights and there was NO Visa needed and there were NO unrecoverable expenses - Please explain the cancellation fee ( which is totally unwarranted ) at being 37.25% of my total tour cost ??? FOR WHAT !!??
Wendy Wu Tours AustraliaWendy Wu Tours
We understand that the outcome is not what you wanted, to be honest this entire disaster that the pandemic has created is of no one's liking.
We are doing our best to minimise the third party costs that have been passed onto to you, the shut down of travel happened incredibly quickly, some overheads had already been committed, these are the costs that have been passed on. For 25 years we have done a very good job, of surpassing our clients expectations, the reality is that the Covid 19 Pandemic has had a significant and costly disruption to all of our lives. Each day we are reminded of our blessings as we wake to focus on another day.
Our focus is to work professional and quickly to minimise the impact on our customers, regrettably the reality is in this unprecedented situation all that we can influence is the speed and professionalism in which we communicate to you the outcomes from a government enforced border closure (or a force majeure event).
We are happy to contact your travel agent to further discuss the details of your booking and answer any questions you have.
Wendy Wu Tours
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