
How does your organization differ from other ones in the industry?
Sander: Being an international company, run by travelers themselves from all over the world and with offices in 5 different countries, we stand out when it comes to expertise and offering unique travel programs to many different countries and extended support. Traveling is all about learning other cultures and having fun with all kinds of people from all kinds of different backgrounds and cultures.
Traveling with Xtreme Gap means that you really get into the culture of a country instead of just being a tourist going sight-seeing, never really getting out of your comfort zone. Doing things together that you would never do back home, like jumping out of a plane or riding a camel in the desert, means that you get close with the people you travel with really quickly. With many of the Gap Year companies in USA and Canada you end up traveling with only people from your country, which is nice too, but we believe the whole international set-up of your group really adds to the experience.
What is your favorite story of a participant's experience in the program?
Sander: We had 2 girls come do the Xtreme Mexico Experience where they spend 3 weeks in Mexico with activities and Spanish included. On their last day, we took them for a one hour drive into the jungle where a well known Irish artist played a set for only 40 people or so in a ‘cenote’ or underwater sinkhole. It was absolutely magical and the setting was stunning. To see the look on their faces was priceless, floating on some paddle boards in the middle of the Mexican jungle watching this guy perform an amazing set. That was one experience that they will probably not top any day soon.
Which program is your most popular among gappers?
Sander: Working abroad is becoming more and more popular. It is an excellent way to go traveling even if your bank account is not in such a state that traveling is an option. US citizens can get a 6-month working VISA for Australia and New Zealand and Canadian citizens also for the UK. Not only can you combine traveling and making some extra money, it is also a great way to really get into a country’s culture and actually live as a local for a while.
It will be a very valuable experience that looks amazing on your resume and can really divide you from people who do not have this experience. If you travel between high school and college or university it will also make you a lot cooler than people who haven’t been so bold as to travel and work abroad!
What would you tell a parent who's reluctant to send their kid abroad?
Sander: I know it is not an easy thing for parents to let go of their children and the idea of sending them abroad must be a disturbing thought sometimes. But (millions) of young people travel all around the world every year without any incidents. Traveling is really easy nowadays, it has changed so much over the years and with modern technology it is also so much easier to stay in touch with the home front. And even most developing countries already have some form of infrastructure focused on tourism.
Xtreme Gap makes it possible for young people to have the adventurous travel experience they want so much, but in the safety of a group of like-minded travelers and local guides and with the support of Xtreme Gap Year’s year-long experience sending people all over the world. We believe that traveling is a unique opportunity for (young) people to learn about themselves and this world and they will grow so much from it.
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.