Cross Country International

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An Unfortunate Situation Handled Poorly
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MILLBROOK, NEW YORK -- When I chose to take a vacation, after years of putting it off, I researched my options and chose what I believed to be a reliable equestrian touring company. I booked and paid for the vacation I desired, the only one of the many they offered that I had an interest in. I, and a friend I was traveling with, purchased airline tickets for our much anticipated adventure. We went on a fairly expensive shopping trip to fulfill the requirements of their packing list. I paid a babysitter 3 days a week for a month and a half so that I could ride out in the tack that would be used on the trip. Two weeks before the trip I was contacted by a perky representative who informed me that my vacation had been cancelled due to a falling-out between CCI and the resort.

I was offered another trip in CA with a wildly inferior itinerary which would not be offered on the same date, necessitating airline change fees, which also required a week long car rental and the purchasing of dinner every night, compared with the all-inclusive I had booked.

A more expensive, less enjoyable vacation which didn't fit my schedule, or a refund. A subsequent email from CCI regretted if this had "caused me any inconvenience". A headache is an inconvenience, having to lose plane fare, purchases, and misc expenses is being screwed. No offer was ever made to try to compensate me, my friend, or the many others who were dumped by CCI. On the contrary, we were threatened that if we tried to book independently with the resort, CCI would not give us a refund, a completely illegal tactic. CCI's job is to guarantee their vendors and make sure their customers have the trip of a lifetime. Not only did they fail to make that happen, they made no attempt.

After some badgering, I received a refund to my credit card. I never received a formal apology from them or even the hard copy of the refund that they swore was "in the mail". Steer clear of this very poorly run company.
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User Replies:
Hugh_Jorgen on 05/16/2008:
Isn't it possible they had a good reason for no longer doing business with this particular resort? Did you ever learn why they had a falling-out?
highwindsfarm on 05/16/2008:
Quite frankly, the dispute with the vendor is immaterial. Their job is to thoroughly vet the vendor so the client doesn't have to concern themselves with it. Why else would you book through an agency rather than book direct. They had an opportunity to make a positive situation out of a bad one. Because their much hyped trip (the front page of their lengthy brochure) had fallen through, they needed to offer concessions to their clients, and yet they did not. They obviously don't care about my business. Unfortunately for them I run a horse business, I have already related my experience to a couple who were heading to Ireland, they are currently enjoying an Equitours vacation. There is nothing more positive, or more damaging than word of mouth.
Kimmisue on 09/27/2008:
Well they seem to be out of business now ..with our travel monies.
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