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IMPORTANT NOTICE:  Vantage Status Update   (Updated: 6/29/2023) .

On June 29, 2023, Vantage filed a petition for relief under Chapter 11 of the U.S. Bankruptcy Code in the Bankruptcy Court for the District of Massachusetts.  All reservation activity is suspended pending the conclusion of the sale proceedings.

Additional Information will be made available once the process is completed and no later than 1 September, 2023.

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New owner reveals plans for bankrupt Boston cruise company Vantage Travel

BOSTON — The new owner of a bankrupt Boston cruise company said he hopes to rebuild customers’ faith and trust in the brand with a relaunch in 2024.

Aurora Expeditions Chairman Neville Buch said Vantage Deluxe World Travel will be renamed Vantage Explorations and will offer “Vantage style” trips in the new year.

“We are fully committed to restoring value to Vantage customer creditors and at the same time delivering exceptional travel experiences. Unfortunately the speed of the process and the uncertainty of outcome until only a few weeks ago has meant that everything is ‘work in process,’” Buch said in an email to Boston 25.

The Australian-based Aurora took over Vantage’s assets this month after making a $2 million bid in U.S. Bankruptcy Court. Vantage filed for Chapter 11 bankruptcy protection in June after coming under fire for months . Hundreds complained about a lack of refunds for canceled or postponed trips and its estimated Vantage owes $108 million to its customers.

Under the terms of the acquisition, Aurora is offering 100 percent future travel credits to Vantage customers owed money. If a customer decides to try an ocean cruise with the new company, they may use 50 percent of their travel credits at a time based on a cruise’s list price and based on “availability.” If a former Vantage customer wants to take a river or land trip, they can use 20 percent of their travel credits per trip.

The travel credits are valid through Nov. 2028 and Vantage customers may share their credits with friends and family.

“We plan on beginning communication with customer creditors in the next two weeks and hope that they will consider our offering in the spirit that it is intended,” Buch said. “For Oceangoing product we have our fleet of Infinity class ships and will expand the offering to include more Vantage style trips which we can offer right away. For river and land we are in discussion with various operators looking for the right partner which we hope to complete in the next few months.”

An Aurora spokesperson said the company is developing itineraries in the Caribbean, Mediterranean, Middle East and British Isles.

“The credits are good for five years so you have plenty of time to wait and see. That would be my recommendation,” said Consumer Rescue founder Michelle Couch-Friedman. Couch-Friedman has reported extensively on Vantage’s financial issues and has been in touch with hundreds of Vantage customers. She recently wrote a consumer guide for Vantage customers and posted a Q&A with Buch .

“If you decide you’re done traveling and you don’t want the credits, the customer should still take the credits because you can give them away. You can give them to friends and family,” Couch-Friedman. “There’s no benefit to any Vantage customer to reject the credits.”

Karrie Szatek in Fairhaven said she’s not planning to use her travel credits. She said Vantage owed her around $30,000 for two overseas trips that never happened and she’s hesitant to book another trip with the new company.

“At this point, no. I want to wait and see,” she said.

This is a developing story. Check back for updates as more information becomes available.

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Vantage Travel is back — or, at least, its name is

Vantage is sailing again, with new owners and a name that trades on its past glory while ignoring its inglorious ending.

Last year, troubled Vantage Travel abruptly went bankrupt amid punishing publicity that it failed to refund more than $100 million to customers who paid upfront for ocean and river cruises that never happened.

Thousands of bitter consumers deluged the attorneys general offices in Massachusetts and other states with complaints against the decades-old Boston-based company.

Vantage Travel was also pilloried on two newly created Facebook group pages as customers who lost as much as $50,000 vented their anger at the company and its founder and owner, Hank Lewis .

But now Vantage Explorations, a new company created out of the ashes of the bankrupt company, is embracing its Vantage Travel roots to sell tours around the world, while conspicuously ignoring the bankruptcy and the lost $100 million.

Already, Vantage Explorations, owned by a company based in Australia, is sailing guests on polar expeditions of Antarctica and has new cruises scheduled to Latin America and Scotland in the spring and to the Mediterranean next year.

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In one recent email sent to prospective customers (as well as this Globe reporter), Vantage Explorations extols the virtues of Vantage Travel, a company that indisputably stiffed almost 10,000 customers, including many seniors.

The email, festooned with an array of color photos of alluring tourist destinations, begins, “For nearly 40 years, Vantage Travel has curated extraordinary experiences, leading over half a million travelers on unforgettable river and small ocean ship cruises, small-group land adventures, and safaris across all seven continents.”

But nowhere in its five-paragraph email does Vantage Explorations mention that its predecessor company went bankrupt at the expense of customers.

The email makes only the most oblique reference, saying Vantage Travel’s “assets found a new home” in 2023 with Pacific Travel Partners, which operates Vantage Explorations and is owned by Australia-based Aurora Expeditions. The company spent $2 million at a bankruptcy auction for what amounted to Vantage’s only asset: its extensive list of customers. It also got the right to use its name.

“Today, we proudly operate as Vantage Explorations, continuing our legacy of delivering unparalleled journeys and exploration to passionate travelers like you,” the email reads.

“There was a lot of surprise that the new owners are using the Vantage brand at all, given how tarnished it is, let alone touting its 40-year history,” said Marnie Brown, who helps administer a Facebook group of unhappy former Vantage Travel customers. “All you have to do is make a quick search online to see about the bankruptcy.”

“I think that email will be off-putting to a lot of people,” said Michelle Couch-Friedman, a consumer advocate who is closely tracking the Vantage Travel saga.

“But I’m sure the idea is to court the customers on Vantage Travel’s contact list,” she said.

Asked about his company’s omission of references to the bankruptcy, Michael Heath, chief executive of Aurora, repeated the kind of praise for Vantage Travel that is contained in the company’s marketing email. “So far the reaction to Vantage Explorations has been very positive,” he added.

Andrew N. Smith, a marketing professor at Suffolk University’s Sawyer School of Business, said it’s understandable why Vantage Explorations would gloss over the Vantage Travel bankruptcy.

“I can understand its apprehension about mentioning bankruptcy,” he said. “From a marketing standpoint, there is no benefit of introducing this negative meaning into the equation. [Vantage Explorations] needs to communicate the change in corporate structure and then shift to a more customer-focused message about the romance of travel.”

Tobe Berkovitz, a veteran media consultant and professor emeritus at Boston University, said Aurora is pursuing a smart strategy, especially by blasting out emails to its voluminous customer list.

“It’s a great contact list of people who have actually traveled with Vantage Travel or have shown interest in them,” he said. “It’s gold.”

For those who lost money in the bankruptcy, the email may “stick in their craw,” Berkovitz said. “But if you’re not one of them, you may well be very interested in Vantage Explorations.”

The Vantage Travel bankruptcy case is ongoing, with a bankruptcy estate trustee searching for additional assets that may belong to the bankrupted company for possible distribution to creditors like the jilted customers.

Judge Janet E. Bostwick of US Bankruptcy Court in Boston approved the sale of Vantage Travel’s name and contact list to Aurora, along with a provision that gives Vantage Travel customers whose trips were canceled a limited number of credits toward traveling with Vantage Explorations. Customers can use credits to pay for up to one-half on ocean trips and up to 20 percent on river trips. The credits will expire after five years.

While there’s little expectation that Vantage Travel will provide any significant refunds to former customers, there may be some hope that Lewis, the company owner, will be held responsible.

The attorneys general in New York and Pennsylvania have sued him personally in an effort to recoup some of the millions owed to customers.

“By virtue of the conduct alleged … [Lewis and Vantage] have engaged in repeated and persistent fraudulent conduct,” according to the suit filed by New York Attorney General Letitia James.

Asked for an update, a spokesperson for the New York attorney general’s office said “Lewis has retained counsel and the litigation is ongoing.”

Pennsylvania Attorney General Michelle Henry last year filed a similar suit that accuses Lewis personally (and Vantage corporately) of engaging in unlawful “deceptive and unfair business practices.”

A spokesperson for that office said the suit is ongoing.

The office of Attorney General Andrea Joy Campbell supports the efforts of the New York and Pennsylvania attorneys general and is in regular contact with them, according to a spokesperson.

Multiple emails seeking comment on behalf of Lewis were sent to Lewis’s bankruptcy attorneys, who were listed in filings in the New York lawsuit, but were not answered. An email to Lewis at his former Vantage address “could not be delivered,” and there was no response to emails to other Vantage executives seeking comment on Lewis’s behalf.

Rob Hert, who last year paid Vantage Travel $30,000 for a now-canceled safari he planned to take with his 81-year-old mother, said he continues to closely follow the bankruptcy case and litigation against Lewis.

But he said he has no real problem with Vantage Explorations’ marketing campaign.

“It’s very crafty, not getting into the weeds about the bankruptcy,” he said. “But Vantage Explorations is not the enemy. They’re acting in their best business interest. I understand. What we want is justice from Vantage Travel and Hank Lewis.”

Got a problem? Send your consumer issue to [email protected] . Follow him @spmurphyboston .

Welcome to Consumer Rescue

Fiascos and Fixes

Vantage Travel is bankrupt. Here’s what customers need to know

Michelle Couch-Friedman

Consumer reporter and ombudsman

July 16, 2023

Vantage Deluxe World Travel finally pulled the plug on itself and filed for Chapter 11 bankruptcy on June 29. This move was no surprise to anyone following the troubling situation at the once well-respected tour operator. 

What did come as a surprise was the true debt the company amassed before increasing negative publicity about its operations forced it to shut down. The legal team of Vantage Travel revealed that shocking figure in the Chapter 11 bankruptcy proposal.

All told, Vantage Travel owes customers, vendors, contractors, and other creditors over 170 million dollars.

The value of the assets of the company is a mere fraction of that number. 

Vantage Travel’s legal team says the company’s primary asset is its customer database, which it’s hoping to sell. But that list contains disgruntled and distraught would-be travelers, to whom Vantage collectively owes nearly 110 million dollars. 

With figures like those in the bankruptcy proposal, it’s hard to imagine the customer list of Vantage Travel holds any value. But apparently it does.  

In the follow-up bankruptcy hearing on July 5, which I attended via Zoom, not one but two companies stepped forward in the courtroom to express a desire to buy the remnants of Vantage Deluxe World Travel for one million dollars.

Today, thousands of Vantage Travel customers want to know what all this means. They’ve been waiting for months and, in many cases, years for promised refunds. Those refunds, if the bankruptcy court approves the current proposal, will likely never materialize.

If you’re one of those thousands of Vantage Travel customers , here’s what you need to know. 

What should Vantage Travel customers do right now ?

According to court records, the database Vantage intends to sell to United Travel Pte. Ltd includes customers’ credit card information and passport numbers, among other personal details.

Update: During the sale auction held on Aug. 7 and 8, 2023, Pacific Travel Partners , a subsidiary of Aurora Expeditions, won the bidding. On Aug. 14, 2023, Judge Janet Bostwick in U.S. Bankruptcy Court approved the sale.

This proposal doesn’t sit well with thousands of Vantage Travel customers who already consider themselves victims of the company. They view the sale of their private data to the highest bidder as yet another betrayal by the tour operator to whom they gave their loyal business.

• Update : On July 20, 2023, the Consumer Privacy Ombudsman (John Loughnane) appointed by the the U.S. Trustee published his first report on the Vantage Travel bankruptcy case. In this document, he explained that in response to the ongoing complaints about the company’s intention to include personal credit card and passport details in the customer list, Vantage has adjusted those plans. The legal team of Vantage now says that those details will not be transferred to the buyer and the encrypted data will be destroyed before the sale is concluded.

There are a number of things Vantage Travel customers can do now to make sure the bankruptcy court hears their opinions.

1. File Form 410 (Notice of Claim)

Vantage Travel customers owed a refund or have a future trip scheduled should file an official proof of claim. Here’s how to do that:

• Fill out Form 410 Proof of Claim .
• Print out the the form.
• Mail it to the following address: Vantage Travel Service, Inc. Claims Processing c/o Stretto 410 Exchange, Suite 100 Irvine, CA 92602

Update : The deadline to file a form 410 Notice of Claim is Dec. 1, 2023 . A number of customers have asked me if they need to file the 410 in the bankruptcy court if they’ve already received their notification of future credits with Pacific Travel. The answer is “Yes.” No one knows what the future will bring and should any funds be made available to the unsecured creditors down the road, you’ll want to be on the official list for a cash distribution. So if Vantage Deluxe World Travel owes you a refund, make sure you put yourself on that list.

2. Contact the U.S. Trustee’s office

The U.S. Trustee Program at the Department of Justice is the bankruptcy proceeding’s watchdog.

These are the key team members (and their contact information) working on the Vantage Travel bankruptcy case:

• Eric Bradford (Lead attorney, U.S. Department of Justice)
• John Loughnane (Consumer Privacy Ombudsman)
• Jason Longton (Paralegal Specialist)

The U.S. Trustee’s team is inviting Vantage customers to submit their questions and concerns to Jason Longton.

Consumers who wish to become part of the unsecured creditors’ committee should send a message to Longton indicating that intention. Those customers will receive a request for more detailed information from the Department of Justice.

Note: The Section 341 meeting of unsecured creditors is scheduled for Aug. 1 at 1:30 p.m. Customers can attend that meeting remotely.

3. Subscribe to receive Vantage bankruptcy updates

Things are happening unusually fast in this bankruptcy case. In the hearing on July 5, the lawyers for Vantage and the potential buyer mentioned the “Need for speed” here. They argued Vantage Travel’s value plummets further each time a new unfavorable article appears in the media.

To keep up with the rapidly evolving case, customers can subscribe to the Vantage bankruptcy updates on Stretto . Stretto publishes all the official documents and transcripts.

4. Attend the hearings in person

The Vantage bankruptcy proceedings are public. That means anyone can attend the hearings at the United States Bankruptcy Court in Boston. Keep your eye on updates in Stretto to find out when the next hearing will be.

5. Attend the hearings via Zoom

As most of the unsecured creditors (customers) are not located in Massachusetts, the court has agreed to a remote broadcast. To participate, you’ll need to create a free Zoom account . Interested consumers can email the court deputy prior to each hearing and request a link to join.

* Note : Make sure to turn off your video camera and microphone if you intend to participate via Zoom. Otherwise, the court and everyone else can see and hear you — even if you aren’t aware of it!

Only turn on your camera and microphone if Judge Bostwick asks for comments and you wish to speak. During the first hearing, she did ask Zoom participants if they had questions.

6. Join our Vantage Travel Customer Support Facebook group (not affiliated with Vantage Travel)

So far, no court has required Vantage to alert its entire customer list of the bankruptcy filing. As a result, many customers who aren’t on the internet have remained in the dark about the situation. I continue to receive emails and phone calls from surprised Vantage customers who come across one of my articles and only just now are hearing the bad news about the company.

To combat this lack of transparency, we established a private Facebook group . We dedicated this space to providing reliable information, guidance, and friendly emotional support to everyone troubled by the Vantage bankruptcy. Our group has become known as a trusted source of factual information that Vantage doesn’t necessarily want to be publicized.

This private group includes thousands of Vantage customers, employees, vendors, and suppliers. Additionally, you’ll find notable journalists, TV newspeople, public relations executives, and of course, consumer advocates.

Will Vantage Travel customers receive refunds?

When cruise lines or tour operators go bankrupt , it often hits the consumers the hardest.

The harsh reality is that it is unlikely that Vantage Travel customers will get their money back. Certainly, it will not happen as a result of the bankruptcy proceedings. 

Vantage Travel is over 170 million dollars in debt with no real assets. Secured creditors and the lawyers involved in bankruptcy proceedings stand at the front of the payout line if there are any proceeds at the conclusion of the case. Unsecured creditors (customers) always get the short end of the stick when a company goes belly-up holding their funds (See: How to get a refund if your cruise line goes bankrupt ). 

But there is one exception to this rule in the Vantage case.

What about trips booked just before Vantage Travel declared bankruptcy?*

Customers who purchased new tours on May 12, 2023, or later will likely receive all their money back. Here’s why: (Please see update below)

Even after it was clear that Vantage was heading to bankruptcy court and had no chance of operating future trips, it continued to market and sell phantom tours to customers who hadn’t yet heard about the company’s dire situation. 

The sales team at Vantage Travel was one of the last departments to be let go. Right up until June 20 (the day they were all fired), these employees, who received commissions based on their sales, continued to cheerfully hype future tours to unaware, mostly elderly customers who were willing to pay with a bank transfer. 

The good news for these customers is that Vantage put all of that group’s cash in a separate account. According to the bankruptcy proposal, there are 2.1 million dollars in a separate account that represents all sales from May 12, 2023. 

If the court approves the sale of Vantage Travel, that money will transfer to the new company. If the new owner is unable to operate the tours as scheduled for those customers, they will be eligible for a cash refund.

*Update* : Because of multiple objections to this part of the sale agreement, it was removed from the final document that was approved on Aug. 14, 2023. The 2.1 million dollars will now remain as part of the bankruptcy estate of Vantage Travel, and customers who purchased new trips after May 11, 2023, will not receive special treatment. They will file a Form 410 as the rest of the Vantage customers .

What about the 1.2 million dollars the Attorney General retrieved?

Last month, in response to growing inquiries from media outlets in Boston, the Massachusetts Attorney General’s Office released a memo announcing it had retrieved 1.2 million dollars from Vantage for customers. 

Unfortunately, that statement set off a new wave of confusion among Vantage customers, who assumed that now there was a pile of money to share for those in line for a refund.

The truth is that the Massachusetts Attorney General has received nearly 1,200 complaints from Vantage customers since 2020. The 1.2 million dollars cited in the press release is the total amount the office has negotiated in refunds for Vantage customers during the entire three years. Vantage did not send money to the Attorney General, and no cash is waiting for disbursement.

If you consider that Vantage Travel sold luxury tours that on average cost around $15,000, it’s not hard to figure out that the vast majority of customers who contacted the Massachusetts Attorney General’s Office (or any other advocate) have not received a refund.

Will the new owner honor our Vantage Travel trip or refund?

If you are a Vantage customer and  have a future trip scheduled , you can assume it’s canceled. Your contract is with Vantage Deluxe World Travel, and at the end of the bankruptcy proceedings, that company will no longer exist.

In the bankruptcy filing, there are no provisions for cash refunds for customers.

If the bankruptcy proposal proceeds as is, customers who are owed refunds will only receive a small future trip credit from the new company. The value of the credit will be equal to 20 percent of the refund that Vantage Travel owed to the customer.

* August Update : Pacific Travel Partners, a subsidiary of Aurora Expeditions, became the winning bidder for the remnants of Vantage Travel. Under the sale agreement, Vantage customers who are owed refunds will receive future travel credits equal to 100% of the value of what was owed to them at the time of the bankruptcy (with limitations). This is a much better outcome compared to what the customers would receive had the competing company United Travel won the bankruptcy auction.

Can I file a credit card dispute against Vantage?

The Fair Credit Billing Act protects credit card-using consumers from merchants who do not provide the purchased goods or services as described. It also protects consumers against fraud. 

Customers who paid for their Vantage Travel tour with a credit card should contact their credit card company to ask about filing a chargeback based on services not received as promised. 

If your credit card company accepts your dispute, you will receive a temporary credit, and Vantage will have 30 days to respond to the chargeback. At the end of those 30 days, if Vantage has not responded, the temporary credit will become permanent. 

Note: If you made your payment many months or even years ago, you may need to remind your credit card company that the deadline for filing a dispute is based on the expected date of service, not the date you first made a payment. If the front-line customer service agent doesn’t accept your request, ask to speak to a supervisor who will likely be more familiar with the Fair Credit Billing Act.

Strange update: There’s been a strange turn of events for customers who have filed valid credit card disputes against Vantage Deluxe World Travel . Who is contesting those credit card chargebacks?

Could my bank reverse the payment I made to Vantage?

Unfortunately, most Vantage customers did not use a credit card to pay for their trip. Instead, they were enticed by the small discount Vantage offered when a customer would pay with an instant bank transfer.

In general, bank transfers are not reversible – especially ones that were authorized by the consumer. However, that should not prevent you from asking your bank about this possibility.

In some cases, if the bank transfer has been initiated in the last 30-60 days, your bank may decide to pursue the reversal with the receiving bank. 

Will the Travel Protection sold by Vantage help?

The Vantage Travel Protection is of no use to its customers now that the company has ceased to operate and is bankrupt. 

The product was highly problematic because Vantage was self-insuring Part A of that policy (pre-departure cancellations) – with no underwriter.

And Vantage ran out of money… a long time ago. 

Today, Vantage owes around 5 million dollars to customers who have approved claims via its “travel protection” that, in the end, provided no protection at all to those travelers.

What about that Allianz policy?

Travel insurance can be confusing to consumers. There is no doubt about it. For that reason, the industry offers a 10-14 day (depending on the company) look-over period during which travel insurance purchasers can carefully review the entire policy. After that time, the policy becomes nonrefundable and legally binding.

The travel insurance industry is highly regulated and so consumers can be confident that an insurance company will provide all the protection described in their policy. The opposite is also true. By thoroughly reading the document during the look-over period, travelers can be certain of what is and isn’t covered by the travel insurance policy.

Unfortunately, many travelers do not read those travel insurance policies.

As a consumer advocate, that fact has never been more clear to me than in the past three months. During that time, my email box and message center have been flooded with questions and misunderstandings about the responsibility Allianz and TripMate have to Vantage customers.

The Vantage Deluxe World Travel Protection Plan came with a 10-day look-over period. But the mass confusion about this policy proves that most customers didn’t read the document — until now.

In the Vantage case, Allianz and TripMate were only providing post-departure travel insurance. That means that all customers who bought that policy from Vantage had full post-departure medical coverage, trip interruption and delay protection, evacuation benefits, lost luggage coverage and more. It was a valuable, comprehensive travel insurance product that many Vantage customers who completed their trips utilized.

Of course, that part of the policy had no value if Vantage didn’t actually operate the tour. 

Will travel insurance ever pay when a tour company cancels?

Desperate Vantage customers are looking for any alternative way to recoup the money that Vantage owes to them. I’ve received a plethora of requests from customers asking me to ask TripMate and Allianz to provide the refunds that Vantage owes them.

These requests indicate a basic misunderstanding of the Vantage Travel Protection Plan at its core: it only pertains to customer-initiated cancellations. Neither part of that plan provides any coverage for a cancellation initiated by Vantage.

Fact: When a tour operator cancels a customer’s trip, it owes the refund — not the travel insurance company. The only exception to this rule, is if the tour operator goes bankrupt AND the customer purchased a comprehensive travel insurance policy that includes an insolvency clause.

For a more detailed explanation of the difference between a travel protection product and a true travel insurance policy, you can read Consumer Rescue’s guide on the topic.

Will the new company give Vantage customers a free trip as a gesture of goodwill?

No. This is a suggestion that lands in my email box over and over again. The new company is a for-profit company. They wish to buy the customer data so that they can market to the list and sell new trips. None of the companies vying to buy that list are offering to absorb the enormous debt that Vantage has accrued.

The bottom line: A 110 million dollar goodwill gesture isn’t going to happen.

I’m sorry I don’t have better news to report for Vantage customers. I will continue to update our readers via Facebook , in the Consumer Rescue newsletter and in our Facebook group. Stay tuned…

*Update 8/20/23: Vantage Travel is sold. Here’s what that means to customers

Update 11/27/23: The deadline to submit a notice of claim (410) to the bankruptcy court is Dec. 1, 2023. Make sure to file electronically via Stretto before that date if you were owed a refund at the time Vantage Travel filed for bankruptcy.

Update: 12/1/23: The deadline to file a notice of claim has passed but if you are a Vantage Travel customer who is owed a refund from the bankrupt company, you should contact the new company Vantage Explorations. You may be able to receive future travel credits with VE. Here’s how to contact their team: [email protected] (Note: Only one E in the middle of that email address.)

Related: Good news: Here’s how Consumer Rescue helped return nearly $100,000 to Vantage Travel bankruptcy victims as we ended 2023.

Update: 1/21/24: Why are so many former customers of Vantage Travel opting out of their credits with the new company? Is there any way to reverse what looks like bankruptcy claimant confusion? ( Michelle Couch-Friedman , reporting for Consumer Rescue)

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Pacific Travel Partners Reveals New 'Vantage' Name, Reassures Past Customers

Photo: Shutterstock.com

Pacific Travel Partners, which earlier this month purchased assets from Vantage Travel, has revealed the new company built on those assets will be Vantage Explorations.

"Vantage Explorations will be the name of the new brand, and the intention is to formally announce this, as well as our plans, in the coming months," a spokesperson for the company said. "Whilst there is an ongoing process following the finalization of the brand acquisition, a new 'Vantage style' offering will be introduced across oceangoing, river, and land product that will deliver exceptional travel experiences for our passengers."

Customers of the now bankrupt Vantage Travel had expressed concern that the expedition products offered by Aurora Expeditions (the parent company of Pacific Travel Partners) were too active and exceeded their physical capabilities, making their credits earned from canceled Vantage Travel trips unuseable.

"A team of customer service has been established to begin communication with customer creditors, and we hope that they will consider our offering in the spirit that it is intended."

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Sounds like they can save money by not taking you to the places mentioned before, and putting it in their pockets as well! Also, maybe the first two places uped the prices so steep they had to be dropped? AIM.

We are taking the same trip in May. Didn't like the recent change to itinery and was disappointed when the changed the St Petersburg Corinthia Hotel to Radisson back in Dec, We paid for this trip more than a year ago, what else is going to change?

I too am worried about what other changes may apply before tour even starts or else they may change a lot once you are onboard and can't do anything, I have been on other tours and there have been small changes but never to eliminate two main attractions.

I find Vantage to be totally unresponsive to customer concerns. Have you gotten your letter from Vantage yet so that you can apply for a visa for Russia? We have not. Vantage wants your money far in advance of the the tour and then holds you hostage and does bait and switch with the itinerary!

You might try posting on their Facebook page. You will probably get a response if you do.

This post has been removed at the author's request.

This topic has been closed to new posts due to inactivity.

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Home > Frequently Asked Questions

Frequently Asked Questions

General questions, solo travel, antarctica & expedition cruises, vantage travel credit passengers.

Our ships carry an average of 132 passengers.  

The majority of our clients come from the United States, Australia, the United Kingdom, and Europe . However, we do often have a mix of other nationalities on board, including our Expedition Team.  

There is ample storage space in all cabins on our ships. Your empty baggage can be stored safely elsewhere on the ship if need be .  

There will be computers in the library and media room for your use.  

All our ships are air-conditioned, with the onboard temperature ranging from 15°C to 25°C. You can control the temperature of your cabin by adjusting the airflow through the roof vent and turning your heater on or off.  

While the crew onboard is international, everyone speaks English.  

The electrical supply on board is 220 volts, 50 hertz. Please bring a converter if your devices use 110 volts. International electrical sockets are available in your cabin and throughout the ship. If you have many devices, it is advised you bring a multi power board.  

Wi-Fi is included onboard, but please appreciate that when traveling in remote areas connection can be unreliable. Telephone access for personal use is not available on board. In case of an emergency, our Expedition Team can facilitate communication with your family members.  

In general, items that are not included in the cost of your voyage are: flights to and from your voyage, pre- and post-accommodation, transfers, gratuities, items purchased from the onboard shop, laundry costs and other items of a personal nature (unless stated in your voyage inclusions). Some voyages do include certain pre- and post-cruise travel arrangements, so please check your specific voyage inclusions on the website or contact us.  

House wine, beer and soft drinks are included at dinner. All other drinks can be purchased from the bar when desired. Coffee, tea and drinking water are available for free throughout the day.   

Travel insurance, including medical evacuation cover, is mandatory for all Aurora Expeditions voyages. We advise you to have insurance for voyage cancellation to ensure you will be covered financially if you are forced to cancel your voyage due to circumstances beyond your control. It is in your best interests to carefully read the General Terms & Conditions on your booking form.  

Gratuities/tips are not included. We recommend USD$15 per person per day. It is at your discretion if you would like to tip outside of this.

Yes. Our talented chefs will take your requirements into their meal planning and ensure you receive tasty, healthy meals. Please ensure you list any dietary requirements on your personal details form.  

We recommend that you take US dollars for exchanging in Norway and Iceland. It is better to carry US dollars for tipping and payment of bar bills on board the ship. You can also pay with all major credit cards including Visa, Mastercard and American Express.  

The onboard currency is US dollars. All your onboard purchases including bar, laundry, and purchases from the onboard shop are charged to your shipboard account and settled by credit card or cash (US dollars only) at the end of the voyage.  

There is a ‘No Smoking’ policy throughout the interior of our ships.  

Hairdryers are provided in each cabin.  

Many people ask us if they will get seasick. It is a very difficult question to answer because it depends so much on the individual. Our experience is that a small percentage of people are seasick on any trip but most of these people are fine after a day or so at sea. If you feel that you are particularly susceptible to seasickness, then it is a good idea to talk to your doctor. We advise you to come armed with motion sickness tablets, and there will be a doctor on board to assist with any bouts of seasickness.  

We generally run our ships “Australian style” which is casual and to finish all passengers are encouraged to dress comfortably and as they see fit for the occasion. In practice, some people may choose to dress smarter whereas others will be more casual, but everyone should feel at ease to dress as they see fit within reason.  

We use the same provider for both hospitality and food and beverage as Vantage used on its Infinity class vessels so the quality of food and beverage and hospitality will be the same as Vantage. In practice the Infinity class ships are best practice in terms of technical performance with luxury accommodation and facilities.    

Auroras “fit to travel policy” is the same as most polar operators apply although and seeks to apply the appropriate level of risk in a pragmatically.   

There are two aspects to the fit to travel policy:  

• The first relates to a passenger’s degree of mobility and physical fitness   
• The second relates to the risk that they may need emergency medical services   

With respect to mobility and fitness the only requirement is to be able to climb a flight of stairs and get in and out of a zodiac from the ship and from the shore. Passengers who choose to kayak, snorkel or dive may have incremental health and fitness requirements, but these do not apply to all passengers. Obviously as itineraries are designed that don’t require zodiac use and which are less strenuous then the mobility and fineness requirements will be relaxed.  

With respect to overall health when we travel to remote polar regions there are limited medical facilities and a medical emergency will require a medical evacuation which is complex and costly and disrupts the voyage for other passengers. We have a well-equipped medical facility on briars with a qualified doctor who are able to deal with medical issues and emergencies as the arise but once again we seek to manage risk appropriately. Once again for itineraries where quality medical services can be easily accessed, we will modify our policies.   

The fit to travel process has evolved over time and in most cases the process is as follows:  

• A trip is booked and a deposit paid by the passenger is activated in the passenger portal
• As part of the documentation process a medical self-assessment form is completed by the passenger seeking to travel
• The medial self-assessment form is reviewed by a trained person and where deemed appropriate referred to an outside qualified consultant who is a doctor
• The doctor will usually request more information and the passenger will be asked to take a more comprehensive assessment form to their doctor which their doctor will be required to complete and sign and confirm that the passenger is “medically fit to travel”.
• The completed medical assessment will then be sent back to the outside medical consultant who may choose to contact and discuss the assessment with the doctor.  

It is ultimately the responsibility of the passengers’ own doctor to assess them as medically fit to travel and our role is to ensure that the process is responsibly applied. If anyone would like a copy of the medical assessment form to discuss with their doctor it can be provided.  

Obviously as new itineraries are developed the medically fit to travel forms will be amended. We also on accession are open to discuss specific circumstances and have allowed people to travel without activities to be with family on a holiday. 

If people are fit to travel, then we have no formal policy and we have had people on board in wheelchairs but as a rule we would suggest people traveling on the small infinity class ships be reasonably mobile as there is only one elevator.  

If you would rather have a cabin all to yourself, you can pay a 50% surcharge on Greg Mortimer and Sylvia Earle ships or enjoy NO single supplements on the dedicated solo accommodations on the Douglas Mawson ship. This way, you can explore endlessly at your own pace. This option can be combined with other offers and discounts. Read more    

Yes .  We’ll find you a like-minded traveler to share with . Save the solo supplement and we’ll pair you with a like-minded traveler based on gender and your selected cabin category. If we’re unable to find you someone to share with, the solo supplement is waived. This option can be combined with other offers and discounts. Read more    

If you b ook 10 or more in your group and your 11th Traveler will travel for free . We offer some additional perks . For questions and inquiries, please email [email protected] m    

We do offer airfare at an additional cost . You must purchase the cruise package first and our team can assist you with the airline reservations.   

As with all wild animals, we cannot guarantee you will see polar bears. However, the time of year we visit is when bear numbers are at their peak, and our experienced team and crew are aware of their habitats and are well trained to spot these marvelous creatures in the wild.  

Yes. Each passenger travelling on our Arctic voyages will receive a complimentary polar expedition jacket to wear during your expedition and take home after your trip.  

Your expedition jacket is provided; however, you’ll need to ensure you pack the correct wet weather gear for your landings.  

Shipboard clothing is informal and casual; jeans, jumpers, long sleeve shirt and enclosed shoes are ideal in the polar regions. However, be sure to keep your jacket closed for unexpected sightings!   

Some people like to take a nice outfit or something a bit special for the Captain’s welcome and farewell drinks, but formal clothing is not necessary.  

We recommend you take two pairs of gloves.  

It is important that you bring a comfortable pair of enclosed walking shoes to wear on board the ship. Muck boots are provided on board and are required to be worn on all landings. If you have concerns regarding extra small or large sizing or hard-to-fit feet, we recommend you bring your own pair.  

Onboard, you can store your wet weather gear and muck boots in your locker, found in the mudroom.  

We aim to get off the ship as much as possible to experience the destinations up close. Twice per day is common but more if weather, daylight hours and the itinerary allow. Duration of the landings vary from site to site but at the height of the peak season, cruise operators must stick to timings allocated by authorities.  

Yes, it’s a good idea to bring your own, especially if you have trouble walking over uneven ground. Some of our landings can be on slippery rocks or deep snow, and we may go for extended walks to see different parts of our landing point. We recommend the telescopic poles with the optional snow-basket tips. You can purchase these poles in most outdoor stores.  

Although you cannot swim or participate in our snorkeling program in the Arctic, most of our voyages stop for a ‘Polar Plunge ’, where all willing passengers can take the ultimate dip into the icy Arctic Ocean. Experienced scuba divers have the option to dive on selected voyages.  

Generally, we ask you to relieve yourself on board before going on a landing and if the necessity arises ashore, you will be driven back to the ship. Your expedition team will instruct you more on this when you are on board.   

We advise against selecting multiple activities as each is a dedicated activity for those with the relevant experience. To make the most of your time and money, we recommend selecting only one activity.  

To make the most of our voyages, you should be in good general health and able to walk reasonable distances, sometimes over uneven terrain. However, if you have problems walking on rough ground, you can enjoy the scenery closer to shore. Should you have any physical limitations please notify us well in advance of your departure, but this should not discourage you from participating.  

During the summer months (when we visit) the temperature can range from -2°C (28°F) to 8°C (46°F). Big storms are rare, but if one comes through the temperature could drop to -8°C (17°F). Read more  

Shipboard clothing is informal and casual; jeans, jumpers, long sleeve shirt and enclosed shoes are ideal in our polar regions. However, be sure to keep your jacket close for unexpected sightings ! Some people like to take a nice outfit or something a bit special for the Captain’s welcome and farewell drinks, but formal clothing is not necessary.  Read more  

Although you cannot swim in Antarctica, most of our voyages stop for a ‘Polar Plunge ’, where all willing passengers can take the ultimate dip into the icy Antarctic waters. You do have the option to take up our Polar Snorkeling activity, or experienced scuba divers have the option to dive, on selected voyages. Additional charges may apply.  

Antarctica is the southernmost continent on Earth. The South Geographic Pole is in Antarctica, and most of the continent lies within the Antarctic Circle, at 66.5 degrees south of the Equator.  

Antarctica is so far south that most of the continent receives 24 hours of daylight during summer, and 24 hours of darkness during winter.  

Antarctica lies to the south of Australia, New Zealand, South Africa and South America, and is surrounded by the Southern Ocean (also known as the Antarctic Ocean). Most visitors access Antarctica via ship or aircraft from an Antarctic ‘gateway city’. The five official Antarctic gateway cities are Ushuaia (Argentina), Hobart (Australia), Punta Arenas (Chile), Christchurch (New Zealand), and Cape Town (South Africa).  

The name ‘Antarctica’ comes from ‘Antarktos’, meaning ‘opposite the Arctic’. Antarctica and the Arctic are indeed opposites in many ways, and they lie at the polar extremes of the globe: the Arctic to the north and Antarctica to the south.  

Antarctica doesn’t belong to anyone. There is no single country that owns Antarctica. Instead, Antarctica is governed by a group of nations in a unique international partnership. The Antarctic Treaty, first signed on December 1, 1959, designates Antarctica as a continent devoted to peace and science. Since then, 54 nations have acceded to (signed) the Antarctic Treaty, taking part in this unprecedented example of international diplomacy.  Read more  

Antarctica is home to a hardy community of wonderful wildlife, which has adapted to the cold, windy and icy Antarctic environment.  

There are four species of penguins in Antarctica. They are the emperor, Adélie, gentoo and chinstrap. The emperor and Adélie penguins are found only in Antarctica.  

There are six species of Antarctic seals: Ross seals, Weddell seals, crabeater seals, leopard seals, southern fur seals and southern elephant seals. They all live in the ocean surrounding Antarctica, hauling out on ice or land to rest and pup.  

Many whales visit Antarctic waters during the summer feeding season between late October and early April. The whales that commonly visit Antarctic waters include humpback whales, killer whales, minke whales, fin whales, sei whales and even the enormous blue whale!  

In addition to these charismatic creatures we see on the ocean’s surface, the Antarctic ocean is filled with a rich variety of sea life, from single-celled algae, which form the foundation of the Antarctic food web, to krill, a tiny crustacean which is a keystone species in the Antarctic ecosystem, providing sustenance for seals, whales, penguins and many other seabirds.  

Most animals that thrive in Antarctica are marine animals. This means that they rely on the ocean and marine ecosystems to survive and thrive. However, there are a few Antarctic animals that live entirely on land. These include the microscopic springtails, nematodes and tardigrades, which live amongst moss and lichen in areas which are not permanently snow-covered.   Read more  

Antarctica is the coldest continent on Earth. The average temperature in the interior throughout the year is about -57°C, with the minimum temperature being -90°C during the winter season. Although the coast is warmer and temperatures can reach a maximum of between -2°C and 8°C during the summer. It is, on average, the coldest, windiest, and driest of all the continents on Earth.  Read more  

Tourists visit Antarctica during the summer, between early October and late March. The Antarctic winter is cold and dark, and the continent is surrounded by an enormous fringe of sea ice, which almost doubles its size. Many animals migrate north and the Antarctic Peninsula is inaccessible.  

As summer arrives the sun returns to Antarctica, and with it comes rafts of penguins, pods of whales and herds of seals. Sea ice drifts or melts away from the Antarctic Peninsula coastline, allowing expedition vessels access into many sheltered bays and harbors to marvel at the splendor of the Antarctic summer.  Read more  

Children are more than welcome on our Antarctica cruises. However, we recommend that they are at least 8 years old and must travel with their legal guardian. Children pay the same rate as an adult traveler .  Read more  

No , Vantage Travel has ceased operations. Pacific Travel Partners is a subsidiary of Aurora Expeditions, which has purchased the remaining assets of Vantage Travel .  Pacific Travel Partners has agreed to allow Vantage passengers with future travel credits for any Aurora Expeditions voyage, by November 30, 2028.   

It is only possible to give high credit usage application to products with high fixed costs where we have control of the product which is the case for Ocean going cruises on our own Infinity class ships. If we do launch our own river cruise product, then we will review credit usage percentage but for land the credit usage will probably be capped at 20% .    

At this stage we have not considered the future of the Presidents Club but will look at benefits and make a decision in the near future . There will be some form of loyalty program although whether or not it is the Presidents Club and what benefits will apply is still to be decided.   

Vantage Travel ceased operations and filed for chapter 11 bankruptcy .  Pacific Travel Partners, a subsidiary of Aurora Expeditions has acquired the assets of Vantage Travel. This has been settled in bankruptcy court with the agreement to allow passengers who have paid but not received travel services by way of a credit to be used on future travel towards any Aurora Expeditions’ voyages, by November 30, 2028 .    

We have been made aware that creditors have been contacted by people posing as representatives of Aurora or various banks and credit card companies. We urge you to act with caution and please feel free to contact us to verify the authenticity of the contact .   

We have not received any information related to identity or financial transactions. The only information we have received is name, address, phone number, and email address. We have also agreed to be bound by the requirements of the court appointed privacy ombudsman.  

If you prefer not to utilize your credit or receive any further contact, that’s absolutely your choice. We’ll provide you with the option to easily opt out of all communications.  

Credits can be applied to the current brochure price and cannot exceed 50% of the full brochure price for ocean cruises or 20% for River and Land tours .  Credits cannot be applied to air, pre/post arrangements, or extended travel .  Refunds are not available.  

Credits can be gifted to friends or family members and can be applied to any of Aurora Expeditions’ voyages. Passengers must be fit to travel .  Credits will be applied to the full brochure price and cannot exceed 50% of the list cost for ocean cruises or 20% for River/Land tours .  Credits cannot be applied to air, pre/post arrangements, or extended travel .  Refunds are not available.  

The maximum amount of credits that can be applied to each trip is 50% of the full brochure pricing for Ocean cruises and 20% for River/Land.   

Credits can be applied to any future Aurora Expeditions voyage by November 30, 2028.   

Yes, credits can be applied to multiple trips, can be shared with family and friends, or could be used to take your family and friends along on your journey .    

Credits are transferrable to family and friends if you cannot use them .  If credits are not applied to an active journey by November 30, 2028, they will be forfeited .   

Credits cannot be bought or sold.  

Passengers with credits can use their credit for a deposit so no money will need to be paid until 90 days before departure.

The term “family and friends” simply implies that the credit can be “gifted” and not sold or traded. Also, it cannot be “gifted” to a commercial entity that could sell or trade the credit. In essence the credit can be used by anyone that you may choose to gift the credit to.

Your credit can be used on multiple trips until the credit is fully used. We will keep track of your credit and at any time you can enquire about the remaining value of your credit.   

We understand the desire in some cases to use a travel agent but the level of discount being offered to credit passengers makes it unviable to introduce a travel agent commission. If you wish to use an agent, then we would suggest you book right cruise component direct and the rest of your trip and your airfare through a travel agent. We do also offer these services but who you use is your choice.   

If trips are postponed and no insurance collectable, then generally any deposits paid will be converted into a credit for future use. Under special circumstances we will consider refunding deposits, but this is not a policy.   

We understand that many Vantage passengers are traveling later in life and may either as a matter of choice or for health reasons are not able to travel in the future even though they may have a credit. In the auction process we considered this and although we could not contemplate cash refunds under any circumstances, we believed the inclusion of a provision to allow the use of credits by “friends and family” with no restriction was an appropriate compromise .   

Our policy is that if you cancel a trip after final payment then you forfeit your payment because we are unable to resell that berth at such short notice. In practice most passengers who cancel last minute can claim under their insurance policy and if they cannot then we would consider a credit depending on the circumstances but would not offer a refund.   

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