I booked a trip to Italy which they cancelled. A refund was approved and promised. When I called to find out status I was told they are no longer issuing refunds and someone would be contacting me. I checked my account it shows trip cancelled and refund due but now shows a new departure date for next year. I assume if unable to travel when they tell me I will loose my money. I still have had no one contact me. The terms of agreement specifically state if cancelled, full refund will be issued. If rebooked and dates not agreeable, full refund. Seems they are invoking a force majeure and changing policies that allow them to keep our money. The flight portion was fully refunded to them from Delta and not sure if any other trip expenses were actually accrued. Seems they are keeping my money for over a year to cover their overhead. I will go on rescheduled trip if not resolved as I will not give them over 6k of my money but that will be the last trip I take with them as this is just not acceptable. Their trips and guides are fantastic but customer service and business practice is not. User's recommendation: Go elsewhere.