Intrepid Travel
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Profiting in a pandemic
Any company that takes advantage of their customers during a pandemic should be ashamed of themselves. First, changing their terms and conditions to punish people who paid for their trips upfront. Then, quickly back-pedalling under the guise of 'caring' for their customers when in actuality they panicked about the backlash. They then say they will offer refunds for trips they have cancelled... but by withholding huge chunks of people's hard earned money stating 'unrecoverable costs' without actually providing tangible evidence of what these costs are. Intrepid had plenty of foresight into this situation and many trips they cancelled have, or still have, months until they were due to take place... how could there possible be unrecoverable costs? The script that the customer service team have to use to explain these 'unrecoverable costs' is so manipulative and ambiguous. They outright state they can't provide line-item breakdown of costs incurred. That's because there is none. To add insult to injury, the customer service team are simply spewing scripts out to every unhappy customer. They are simply ignoring our queries and concerns, evident in the email responses answering nothing in particular. Such a ridiculous business decision - most people will take their refunds and when everything goes back to normal, spend that cash elsewhere.