- Thailand
- Koh Tao
- Bangkok
About Program
Xtreme Gap Year is Thailand programs consist of group travel experiences, rich cultural interaction, paid work abroad opportunities, and the option to spend up to 12 weeks living and travelling in this exciting country.
From water sports like scuba diving and freediving, snorkeling, swimming with whale sharks to stuff like rock climbing or learning about elephants the possibilities are endless. Everything is easy and cheap in Thailand and you get so much in return. Since we know the country so well you will benefit from our contacts and expertise to get absolutely the most value for your money! We offer many amazing round trips including everything you want to see including transportation and accommodation. You can get in the shape of a lifetime on our Fitness Bootcamp or become a paid underwater filmmaker. Have a look at our programs and see for yourself!
Response from Xtreme Gap Year
We feel very saddened by this review, but it was not unexpected. Our response here is not directed at this particular customer, because we have had multiple emails backwards and forwards, it is just a set out our side of the story. Here is our version of events.
This particular client has requested moneyback and if we did not oblige her she threatened to leave negative reviews on the Internet. The client states in the review she actually enjoyed the tour, putting a 1/10 mark clearly does not represent a truthful and honest review she is simply using it to try and extort a refund out of us. I say extort because this is exactly what it is. She's essentially saying pay me some money back or I will damage your business.
As we have explained to her a refund was not possible she is now just leaving this review out of spite.
If this was an accurate review and a genuine reflection of her experience fair enough but she's just using the review to enact a refund. This obviously puts us in a difficult position, but unfortunately we have to stick to our principles and this negative review is the price we have paid.
So what happened in this case? She booked a free diving course as part of an option of this trip. Prior to booking she was told at three points and in our terms and conditions that the trip was a non-refundable and if they did not complete certain sections of the trip it would be a non-refundable.
Halfway through the trip, bearing in mind she booked a free diving course (and on our site there is an explanation of what this is next to a guy clearly diving underwater) she wrote to us and said she couldn't swim and wanted a refund to change her trip to another option.
Because we book with our suppliers well in advance and we are committed to paying them whether people turn up or not, we informed her that I was not possible however at our own expense we would happily move her to another programme option. She then requested the difference in cost between these options.
Whilst unfortunate for this particular client, we stated that she had to take some responsibility for what she had booked. Her point was our site was not clear enough that free diving meant you had to have an ability to swim, however we disputed that.
As we explained, we were already paying for her free diving course whether she turned up not, and now we would pay for her Thai boxing course as well again that wasn't an option. At no point were we rude, it's just we weren't giving her the answers she wanted, not only that we were happy to change her trip option free of charge. At this point she started threatening us.
It then turns out that she could indeed swim. Which leads us to believe she possibly overspent or wanted more spending money on the trip and figured a refund might be a route to doing this.
So if she could swim, she could still complete the free diving course and all of this was over nothing in the first place.
While sometimes not convenient, we are very open on our website and prior to booking that refunds are not possible once you have booked on a trip.
In this case, we book our clients options many months ahead in order to facilitate the smooth running of our programmes. As you can imagine we have large groups that undertake this particular program, with groups up to 26 people, and if we were to have people cancelling last minute or changing options it becomes logistically impossible to organise these trips.
Our suppliers in this case the free diving school, have to roster staff many weeks ahead in order for us to deliver our programmes smoothly. This means we cannot refund once clients have booked and paid for their trip in full. This is stated quite clearly three times prior to the point of payment so this is not something that was just sprung on this particular customer.
This is the last email we received from the client:
"Hi, This back and forth is tiring and I'm over it now. Thanks for changing my week 4 option "for free". I'll just leave my bad review and go; it'll put at least 3 people off which is way more than the initial £110 anyway. Have a lovely day."
Despite our best efforts we were not going to win with this one.