Vantage Travel owes more than $170 million, bankruptcy filings show
Vantage Travel, the Boston-based company now in bankruptcy court, owes a stunning $108 million to customers who paid in advance for trips that were later canceled or postponed, according to court filings .
Besides the $108 million it owes to customers, Vantage is $62 million in debt to vessel managers and other vendors and suppliers, for total liabilities of more than $170 million, the filings say.
Of the $108 million owed to customers, $80 million is for trips that have been indefinitely postponed, $23 million for trips that were canceled, and $5 million for approved travel insurance claims against the company, the filing says.
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But Vantage, a Boston travel mainstay for 40 years, has only a tiny fraction of what it owes customers in cash — $4,207, the filings say.
Bankruptcy proceedings are intended to allow creditors like the thousands of Vantage customers to get at least a portion of what is owed to them. But under the terms of a sale of Vantage’s remaining assets proposed by the company, its customers would apparently get no cash refunds.
Instead, they would be offered a maximum 20 percent credit toward future trips with the Singapore-based company that has agreed to pay $1 million for Vantage’s customer list, the company’s only remaining substantial asset.
In filings in US Bankruptcy Court in Boston, Greg DelGreco, Vantage’s chief operating officer, said the offer of a credit was the best Vantage could do for customers, and that otherwise they would “receive nothing for their claims against” the company.
Vantage “is confident” that the offer of future travel credits “provides the best treatment possible to its customers under [Vantage’s] difficult financial circumstances,” DelGreco wrote.
One of Vantage’s lawyers said in the filings that consumer claims for their deposits are usually considered a priority in bankruptcy proceedings, but that in Vantage’s case “it is extremely unlikely that there will be assets available to pay even a fraction” of consumer claims.
In its filings, Vantage is asking Judge Janet E. Bostwick to approve of the sale of Vantage’s remaining assets, which includes the agreement to provide credits for customers who are owed refunds estimated to average about $20,000.
But Ronald W. Dunbar Jr., a lawyer representing a group of customers, said his clients want their money back.
“They don’t want a 20 percent coupon for some possible trip many months or years in the future,” he said. “Many of the customers are seniors. They don’t want a promise. They want cash refunds so they can get on with their lives.”
Dunbar said the big question he wants answered in the bankruptcy proceeding is what did Vantage do with the tens of millions of dollars that customers paid to the company in advance for now canceled or postponed trips.
“Vantage got paid many millions of dollars for trips that never happened,” he said. “Where did all that money go?”
That question is apparently not answered in the hundreds of pages of documents filed in court, according to a filing by Eric K. Bradford, counsel to the Office of US Trustee, whose role is to enforce bankruptcy laws, according to an online description of a trustee’s responsibilities.
According to Bradford, Vantage’s filings “provide little information about [Vantage’s] … financial transactions” prior to its bankruptcy filing.
Rob Hert, who last year paid Vantage $30,000 for a now-postponed safari he planned to take with his 81-year-old mother, said customers “want a thorough financial audit, first and foremost.”
Hert is an organizer of a group of customers fighting for refunds. He called the offer of future credits “ridiculous.”
Under the proposal, customers who accepted the 20 percent credit would have to pay 80 percent of the cost of their trips, which, on top of what they already paid to Vantage, would be unaffordable to some, he said. Besides, customers are totally unfamiliar with the company that would operate those trips, United Travel Pte. Ltd., based in Singapore, he said.
Hert also said his group is very concerned about the voluminous personal data customers have provided to Vantage, including bank and credit card information.
“Is it going to be adequately protected?” he asked.
An e-mail seeking comment from DelGreco and other Vantage executives and lawyers went unanswered.
In bankruptcy cases, there are two basic types of creditors: secured and unsecured. Secured creditors are lenders who obtained collateral to secure their loans and who are paid first from remaining in assets in the event of a bankruptcy. Unsecured creditors — including Vantage customers — get paid only after all secured creditors get their money.
And the only secured creditors in Vantage’s case are the founder of the company, Hank Lewis, and a trust established by Lewis. Lewis and the trust loaned Vantage $35 million, beginning in 2021, the filings say.
Its “single most valuable asset,” according to Bradford, is a list of past and prospective customers, including contact information. There are more than 3.7 million names on that list.
On the day last week that Vantage announced it was filing for bankruptcy, it also disclosed it had reached an agreement in which United Travel would purchase the customer list for $1 million.
It has been a stunning downfall for Vantage, a once well-regarded high-end international travel company. Founded in 1983 by Lewis, it specialized in tours for relatively small groups; its most popular leased ships were outfitted for fewer than 180 passengers. On ocean and river cruises, and on land expeditions, Vantage emphasized cultural exploration for “discerning travelers,” according to its website. It also catered to women traveling solo.
As recently as 2019, Vantage offered customers a menu of 65 river and ocean cruises and land excursions around the world. It operated about 500 tours annually.
Vantage, based in offices on Canal Street, employed about 70 people to market and book travel packages with third-party operators and to arrange air transportation, travel insurance, hotel accommodations, and other details. As of June 20, Vantage had laid off all employees except DelGreco and four other top executives and postponed all trips for at least three months “in light of our impending transaction,” according to an internal company memo .
Vantage pointed to the COVID pandemic as a source of its troubles. “As was the case throughout the travel industry, COVID-19 had a substantial impact on [Vantage’s] operations,” DelGreco wrote, saying the company’s revenue plummeted from $130 million in 2019 to $10 million in 2020, the first year of the pandemic. (It received $4.3 million in federal payroll protection program grants, the filings say.)
As its finances worsened, Vantage used “cash reserves generated by pre-pandemic bookings to fund its working capital needs,” the filings say.
“[Vantage’s] finances have continued to decline, and its cash reserves have been exhausted,” the filings say. “As a result, [Vantage] has been postponing trips for the past several weeks, because of a lack of funds needed to operate those trips to conclusion.”
Dating back to at least 2021, Vantage customers have complained of getting the runaround when they demanded refunds. The Globe, for example, published a story in 2021 about two local couples who had been fighting for about 18 months for $46,000 owed to them by Vantage for a canceled safari to Africa. (After the Globe got involved on their behalf , Vantage refunded the couples’ money.)
Since 2020, more than 1,150 customers have filed consumer complaints against Vantage with the office of Attorney General Andrea Joy Campbell. That office has mediated on behalf of about 85 Massachusetts residents, recovering more than $1.3 million in refunds. (The office accepts complaints from out-of-state consumers but urges them to contact their own state’s attorney general for assistance.)
In recent years, Vantage provided little information to customers about its precarious financial condition. But, in private, company executives for almost two years were working with an investment bank in search of a buyer or funding source, ultimately leading to the $1 million offer from United Travel, the court filings say.
Lawyers for Vantage have asked the bankruptcy court to quickly approve the sale of its assets to United Travel because a “growing amount of negative publicity” could threaten the deal with United Travel.
Got a problem? Send your consumer issue to [email protected] . Follow him @spmurphyboston .
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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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Travelers looking for refunds from Vantage Travel may not get them in full
Our nbc responds teams have heard from consumers across the country who want their money refunded after their vantage travel vacations were canceled, by leslie gaydos • published july 5, 2023 • updated on july 5, 2023 at 6:31 pm.
The Boston-based Vantage Travel services filed for bankruptcy protection last week, leaving a lot people out big money after trips were canceled.
But the details in the bankruptcy court filing indicate that travelers hoping for refunds may not get the full cost back.
Our NBC Responds teams have heard from consumers across the country who want their money refunded after their Vantage Travel vacations were canceled. There were people who paid $10,000, $20,000, and in some cases even more than $20,000 for their trips.
Ellen Messina paid more than $11,000 for a three-week trip to central Europe, making her final payment in April. On June 3, she was notified that the trip was canceled and although she was told she was eligible for a full refund, there was no timeline given for when she would get her money back. She is hoping for the best after the bankruptcy filing.
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“I have traveled enough that and I've never had a problem, never,” said Messina. “Who would have thought I mean that Vantage would go bankrupt...it had such a great reputation....but still, nonetheless, this is in the courts now. And this I’m sure will just drag on."
Vantage announced on its website that it is selling its business operations to United Travel PT, an affiliate of Nordic Hamburg and Heritage Expeditions.
In the bankruptcy court filing, it said United Travel has agreed to provide a credit for future tours to Vantage customers who purchased trips before May 11, 2023.
Consumers would receive a maximum credit of 20% of the price of the Vantage trip they purchased, which would be good for a year after the closing of the proposed sale.
The filing still needs the approval of a bankruptcy judge.
We reached out to Vantage Travel and United Travel for comment, but have yet to hear back.
The Massachusetts Attorney General’s office said it is still encouraging residents who are seeking refunds from Vantage Travel to file a complaint with their office online. Out-of-state consumers are encouraged to file with their state Attorney General.
The Mass. AG’S office said their Consumer Advocacy and Response Division has recovered more than $1.2 million for consumers from Vantage and they will continue to work with the company to secure refunds for consumers.
According to the court filing, Vantage Travel lost more than $29 million in 2020. And while travel rebounded in recent years, court papers say it remained below Vantage’s pre-pandemic levels, resulting in continuing losses despite their attempts to down-size and reduce costs.
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Beleaguered Vantage Travel Reportedly Looking to Sell
Photo: Vantage Travel's Ocean Explorer
Boston-based Vantage Deluxe World Travel, the company that most recently canceled at least four cruises within days of departure in April , is looking to sell.
The Boston Globe is reporting this week that Vantage, which was also the victim of a data security incident this year , is currently engaged in negotiations for a possible sale. Potential buyers and the timeline for the sale are currently not known.
Vantage is currently not operating two of its ocean cruise ships, Ocean Explorer and Ocean Odyssey, both of which now remain on pause at shipyards in France. River Splendor, one of its river cruise ships, is reportedly moored just outside of Amsterdam, a place it has sat since the beginning of the year.
According to an internal memo published by the consumer watchdog website Consumer Rescue , none of the ships are expected to sail with guests until at least Aug. 28, if at all.
Vantage has a history of run-ins with the law and leaving customers hanging. As cited by the Boston Globe, the Massachusetts Attorney General's office reports more than 800 complaints from Massachusetts residents, mostly for their inability to get refunds for trips canceled during the pandemic. It was also the subject of a Boston Globe story about a couple who had been trying for about 18 months to get $46,000 owed to them by Vantage for a canceled safari to Africa
Vantage is not a member of the USTOA, so customers are not protected by the Association's $1 Million Travelers Assistance Program. Additionally, Vantage Deluxe World Travel encourages customers to bypass travel advisors and book direct, giving them no one to advocate on their behalf.
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Vantage Travel cancels trips, blames data security incident
By Lisa Hughes
April 24, 2023 / 11:23 PM EDT / CBS Boston
BOSTON - Disappointment for a Rhode Island couple who found out their European river cruise was canceled just 48 hours before they were supposed to head to the airport. "I have been looking forward to it for at least two years," said Ileene Chernoff.
Ileene and her husband are big fans of river cruising and have done several trips with Vantage Travel. "It's a good mix of people. The boat is beautiful, the cabins are beautiful," she said.
On Tuesday, she and her husband along with her sister and brother-in-law were due to leave for a cruise to see the tulip festival in Holland. But Ileene sensed there was trouble when she tried to reach out to the company last week to ask a question and their website wasn't working. "They said, 'we are having an outage,'" she recalled noting the telephone was also not working.
She and her sister then checked with Delta Air Lines to check their flight status. "They said we can see the reservation, but no tickets have been issued," Ileene said recalling her conversation with Delta.
Then Sunday they got an email from the company apologizing and that the trip had to be canceled.
We reached out to Vantage Travel and the company issued this statement:
"Vantage Travel wishes to inform its valued customers the company has experienced a data security incident. We have hired a leading national forensic firm to investigate the incident. Be assured that Vantage Travel is committed to solving this problem quickly and effectively to ensure the protection and privacy of our valued customers and staff. We understand customers may have questions regarding this incident. We will provide more information as soon as it becomes available."
After spending more than $18,000 on her trip, Ileene hopes the company isn't in financial trouble. "We had a lot of good experiences. I'm hoping that's not the case," she said.
Last week, WBZ reached out to Vantage on behalf of a Florida couple who had a different trip booked that was also canceled. A company representative told us that couple could reschedule or get a full refund.
Award-winning journalist Lisa Hughes anchors WBZ-TV News weekdays at 5, 6 and 11 p.m. with co-anchor David Wade.
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What to know about Vantage Travel, the embattled Boston cruise ship company
B oston-based luxury cruise company Vantage Travel made headlines this week for a spate of last-minute trip cancellations , spoiling travel plans for customers who were given a wide range of explanations for the disruptions.
In the case of this week’s cancellation of a 10-day European “spring tulips” cruise , which begins and ends in Amsterdam, the company blamed a “possible ransomware attack.” Two other tulips cruises have been abruptly scrapped in the last month: A customer on one said Vantage told her the ship was in drydock for repairs and wouldn’t be ready in time for the trip, and a ticketholder on the other said she was told “the boat had some damage issues on the river.” Another cruise, this one along the Nile River in Egypt, was cancelled because “people on the ground were seeing signs of unrest,” a customer said.
Answers about refunds, meanwhile, are in short supply. All travelers really know at this point is that Vantage’s website and call center are down, and many of them are, for the moment, out thousands of dollars.
Here are five things to know about the embattled cruise ship operator, its history in Boston, and what may be on the horizon.
1. The company has been in Boston for four decades
Vantage Travel launched in 1983, starting with tours to Australia and New Zealand, according to an archived version of the company’s website . Initially based in Brookline, the company later moved its headquarters to Bulfinch Triangle in Boston and currently has an office on Canal Street. Its fleet of about 20 ships — a combination of owned and leased vessels — sail to all seven continents.
The company advertises an all-inclusive experience, pledging on its website to handle everything “from airline tickets to hotel reservations, transfers and baggage handling,” with some bookings costing tens of thousands of dollars.
Most of the ships are relatively small: The $70 million Ocean Explorer, which debuted in 2021 , accommodates about 160 passengers. To date, Vantage has sent half a million travelers around the world, according to the company’s Linkedin profile.
2. Vantage’s owner has had run-ins with the law before
Vantage Travel founder and CEO Henry Lewis is no stranger to controversy and has been named as both a plaintiff and a defendant in a number of lawsuits over the years , according to court records.
One high-profile case involved Lewis and his brother, Alan Lewis , who ran another travel agency, Grand Circle Travel, before his death last year at 74 .
In 2007, the brothers donated some of their shares of the Paul Gauguin, a cruise liner, to the Boston Foundation, a local philanthropy. But about a year later, Henry Lewis “devised a scheme intended to force TBF into selling its shares ... at a discounted price” to a corporation he was operating under, according to a 2011 court ruling . In the end, the court ruled against Henry and ordered him to pay the Boston Foundation $29.2 million for its shares.
Also during this time period, a planned merger of Grand Circle and Vantage fell through , with Henry Lewis accusing his brother of shady business practices. The brothers stopped speaking and filed competing lawsuits.
“I had a lot of faith in his word,” Henry said in a 2009 interview with the Globe . “Now, I learned not to trust anybody. Not even your brother.”
3. Both employee and customers have criticized the company
Besides the jilted customers who have spoken out recently about the canceled trips, the company’s digital footprint is littered with grievances stretching back years. On TripAdvisor, a website where people can leave reviews of companies, Vantage has racked up more than 50 one-star reviews . Many users warn people not to book with the company, describing protracted wait times for refunds for canceled trips and difficult customer service experiences.
“If you book with this company you might as well throw your money down the toilet,” wrote one user last year.
Many former workers also condemn the company, according to the anonymous employee review website GlassDoor . A number of people who said they used to work there described a “toxic” work environment.
“The owner is belligerent and regularly yells and is rude and dismissive to employees,” wrote one user in 2018.
“‘Do you have any sense of self worth?’ If yes, do not work at Vantage,” wrote another in 2019.
4. The Massachusetts Attorney General has gotten involved
On Tuesday, the state Attorney General’s office released updated data about Vantage. The number of complaints filed against the company from Massachusetts residents? More than 700, mostly for trips canceled due to the pandemic . The office said it has secured more than $1.2 million in refunds for more than 80 customers,
“We encourage Massachusetts residents having trouble seeking refunds from Vantage to file a complaint with our office online,” Attorney General Andrea Campbell’s office said. “Out-of-state consumers are encouraged to file with their state attorney general.”
5. Some trips are still “expected to embark as scheduled.”
Despite the controversy, three upcoming trips are still “expected to embark as scheduled,” according to a temporary website Vantage set up . This includes a trip scheduled to embark Thursday from Boston to Montreal, a cruise from Greece to Italy on Friday, and a Holland to Switzerland voyage early next month.
The page, which points to “a data security incident” as the cause of the cancellations, asks customers to email [email protected] for additional information.
“We will update this site daily with additional information on future trips,” the page says.
Sean P. Murphy of the Globe staff contributed to this report.
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But Vantage, a Boston travel mainstay for 40 years, has only a tiny fraction of what it owes customers in cash — $4,207, the filings say. ... (After the Globe got involved on their behalf ...
June 1, 2023. 1. A growing number of complaints are mounting against Vantage Deluxe World Travel, a Massachusetts-based cruise company. The Massachusetts Attorney General's Office told Boston ...
Vantage, a Boston travel mainstay that has run luxury ocean and river cruises around the world for 40 years, made the statement in response to repeated inquiries from the Globe after a new raft of ...
The Boston Globe. Vantage Travel in sale talks amid cancellations 2023-06-07 - Sean Murphy Vantage Travel, the Boston company that has canceled numerous cruises since April and come under fierce criticism from customers for long-delayed refunds, is negotiating for the sale of the company, the company said in an email to The Boston Globe on ...
The Boston Globe. Vantage Travel is bankrupt. But what about its owner? Two lawsuits say he should reimburse customers who lost millions. Story by Sean P. Murphy • 6mo.
The Boston Globe @BostonGlobe Vantage Travel, a longtime Boston cruise and tour company, has laid off an unspecified number of employees, weeks after the company said it was negotiating a sale, according to former employees and a copy of an internal e-mail.
NOW PLAYING ABOVE. 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.
A bankruptcy court filing indicates that Vantage Travel customers hoping for refunds for canceled trips - some costing over $20,000 - may not get the full amount. The Boston-based Vantage Travel services filed for bankruptcy protection last week, leaving a lot people out big money after trips were canceled. But the details in the bankruptcy ...
Boston-based Vantage Deluxe World Travel, the company that most recently canceled at least four cruises within days of departure in April, is looking to sell. The Boston Globe is reporting this ...
ANDREW SMITH, marketing professor, Suffolk University. After months of punishing publicity over canceled trips and long-delayed refunds, Vantage Travel, the Boston-based cruise line company, confirmed last week that it was up for sale. It was a stunning revelation for a company that has been a travel mainstay in Boston for 40 years, prompted by ...
More for You. Vantage Explorations, owned by a company based in Australia, is embracing its Vantage Travel roots to sell tours around the world, while conspicuously ignoring the former company's ...
Catalog; For You; The Boston Globe. Vantage abruptly cancels Dutch trip Travel firm appears to have been hacked 2023-04-25 - By Sean P. Murphy GLOBE STAFF . Vantage Travel, a well-known Boston-based international travel company for four decades, last week was apparently hacked, leading it to abruptly cancel a 10-day trip to the Netherlands on Sunday, less than two days before it was set to ...
Vantage, a Boston travel mainstay for decades, wants court approval to sell "substantially all" of its assets to United Travel Pte. Ltd., based in Singapore, for an agreed upon $1 million ...
Vantage Travel cancels trips, blames data security incident 01:56. BOSTON - Disappointment for a Rhode Island couple who found out their European river cruise was canceled just 48 hours before ...
The Fine Print: Vantage Travel blamed this week's last-minute cancellation of a European "spring tulips" cruise on a "data security incident," describing it as a "possible ransomware attack." ... The Boston Globe. The company has canceled at least four cruises in the past month, all for allegedly different reasons. ...
Sean P. Murphy of the Globe staff contributed to this report. People view the cruise ship Ocean Explorer, owned by the Boston company Vantage Travel, before it was christened on Oct. 25, ...
The Boston Globe @BostonGlobe. Vantage Travel, the Boston-based cruise ship company that has earned customer ire for a spate of last-minute trip cancellations this month, has racked up its fair share of controversy over the years. bostonglobe.com.