An injured traveler encountered significant challenges when attempting to cancel a volunteer sailing trip and secure a refund. Martha, from Los Angeles, had booked a five-day voyage with Tall Ship Experience, a Spanish-based company, for 1,350 euros. However, eight days before the scheduled departure, she suffered multiple injuries that prevented her from participating. Despite the company’s website stating that full refunds were available up to seven days prior to the trip, Martha was only offered a 10 percent reimbursement. The situation became more complicated as it emerged that Tall Ship Experience acted as an intermediary, while the actual organizer, Tallship Company, adhered to different cancellation policies. This case highlights the complexities of international travel arrangements and the importance of clear communication between all parties involved.
The incident began when Martha, anticipating an enriching experience aboard the historic ship Atlantis, found herself in a predicament after a fall left her with injuries requiring medical attention. Doctors advised her not to expose her wounds to sunlight or water, making participation in the sailing trip impossible. Initially, Martha believed she would receive a full refund based on the terms outlined on the Tall Ship Experience website. However, upon reaching out to the company, she learned that they were merely facilitating bookings for Tallship Company, which operated under distinct rules.
Tallship Company, headquartered in the Netherlands, followed its own set of guidelines, resulting in a significantly reduced refund amount. Martha attempted to negotiate further, even offering to accept credit for a future trip, but these efforts proved futile. Frustrated by the lack of resolution, she turned to her credit card issuer, American Express, for assistance. Unfortunately, Tall Ship Experience provided conflicting information to Amex, claiming that Martha canceled just one day before the trip, leading to the reinstatement of charges.
The confusion surrounding the cancellation policy stemmed from discrepancies on the Tall Ship Experience website. Prior to Martha’s booking, the site featured two sets of terms and conditions—one for customers using the English and French versions, and another for those accessing the Spanish version. While the former promised full refunds for cancellations made more than seven days in advance, the latter imposed stricter conditions, particularly for voyages on the Atlantis. This inconsistency added to the frustration and misunderstanding experienced by Martha.
In response to Martha’s inquiries, Tall Ship Experience maintained that they were not at fault, suggesting that travel insurance could have mitigated the financial impact. Meanwhile, the company worked to update its website to address the ambiguities. Despite these efforts, Martha’s experience underscores the critical need for transparency and clarity in travel agreements, especially when intermediaries are involved. International travelers should be cautious and thoroughly review all terms and conditions before committing to any plans.
