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I sent 3 emails to Matthew Scharff at VTG about a travel insurance refund. He never responded to my emails.
We booked a cruise in January 2020 for a September 6,2020 cruise. In May my husband and I decided to cancel the cruise due to the Coronavirus. He did in fact send me an email about the refund for the cruise, which we received. He also wrote that he requested a refund from Generali travel insurance. When I called Generali a month later they said they never received a request from him. Thus the 3 emails asking him why he told me he sent a request but in actuality he never did.
I asked him to please email me and let me know the status of the situation. He never did.
Because of this I will NEVER use VTG again.
Lorraine C.'s review of Vacations To Go earned 9 Very Helpful votes
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Thank you for sharing your experience, Lorraine. I'm very sorry for any lapse in communication that took place. We've been working with a very limited staff and servicing tens of thousands of customers affected by the cruise line cancellations. That said, Matthew should have gotten back to you in a more timely manner and answered your questions concerning your insurance refund, and I truly apologize that wasn't the case. I see that your travel counselor has submitted a request for your insurance to be refunded. We apologize again for the poor service you received and hope we'll have the opportunity to earn your trust and business again in the future.