Bad experience with Atlas so far....hope it's eventually redeemed

[myopenroad]

Hi, everyone. We set sail on Valentine's Day for Antarctica.  It's been a dream for so long, but we are now left with a bad taste in our mouths towards this "luxury-minded" company.  For starters, lack of transparency, communication, follow-up, continual employee turnover, confusion, changing things up on us at last second and never informing us. I could go into so much detail on all of this, but what would that do right now? Not a thing, I'm afraid. 

My most immediate question is the insurance I am now finding out isn't covered, even though when we purchased this trip a year ago, it CLEARLY said it was. No mention of only med-evac being covered at all. It was "your full  travel insurance" is covered. Too late to go into that now. We need insurance to board that trip, so now I am tasked with this.  

Can someone tell me what third-party company they used and how much it was for two people? We want as close to full reimbursement of this trip, should we not set sail. A 150% cruise credit from Atlas will not suffice.  If any of you have purchased insurance for full cruise refund, can you let me know more information on who you went through and how much please? I would be very appreciative. And for any of you that have been on the cancelled cruises, how has the process been of actually getting that full refund?  

Thank you very much for any input. Atlas has been such a disappointment so far. I could go on and on on this, but again, I'll refrain. Just trying to take care of business now and hoping we see the Windy White Continent next month. 

[sparklerod]

Safe Travelers Explorer. My friend turned me onto it. You might have to get a quote from insubuy.com We are still on the fence about purchasing. It's about $1,100 for the plan. However I did purchase HTH Worldwide for $149 total which covers us for quarantine if needed since my health insurance does not cover quarantine and we were told we needed that for Argentina Government. We travel on the 24th and feel if Atlas cancels this voyage we will fight for a 100% refund as they are not providing services that we paid for. Our other Antarctica Expedition was canceled from another cruise line and they gave us a 100% refund.

[Host Jazzbeau]

Check the insurance coverage very carefully.  If Atlas gives you FCC, the insurance may not pay anything for the cruise fare.  [My TA told me to stop adding the cost of airfare into my Allianz insurance coverage, because the airlines are now giving vouchers.  The same applies to cruise lines.]

[Rockinator20]

7 hours ago, myopenroad said:

Hi, everyone. We set sail on Valentine's Day for Antarctica.  It's been a dream for so long, but we are now left with a bad taste in our mouths towards this "luxury-minded" company.  For starters, lack of transparency, communication, follow-up, continual employee turnover, confusion, changing things up on us at last second and never informing us. I could go into so much detail on all of this, but what would that do right now? Not a thing, I'm afraid. 

My most immediate question is the insurance I am now finding out isn't covered, even though when we purchased this trip a year ago, it CLEARLY said it was. No mention of only med-evac being covered at all. It was "your full  travel insurance" is covered. Too late to go into that now. We need insurance to board that trip, so now I am tasked with this.  

Can someone tell me what third-party company they used and how much it was for two people? We want as close to full reimbursement of this trip, should we not set sail. A 150% cruise credit from Atlas will not suffice.  If any of you have purchased insurance for full cruise refund, can you let me know more information on who you went through and how much please? I would be very appreciative. And for any of you that have been on the cancelled cruises, how has the process been of actually getting that full refund?  

Thank you very much for any input. Atlas has been such a disappointment so far. I could go on and on on this, but again, I'll refrain. Just trying to take care of business now and hoping we see the Windy White Continent next month. 

I thought I had purchased trip cancellation, also.  Alas. It turned out to be only Covid medical insurance.  Very poor job of explaining insurnce.

[myopenroad]

5 hours ago, sparklerod said:

Safe Travelers Explorer. My friend turned me onto it. You might have to get a quote from insubuy.com We are still on the fence about purchasing. It's about $1,100 for the plan. However I did purchase HTH Worldwide for $149 total which covers us for quarantine if needed since my health insurance does not cover quarantine and we were told we needed that for Argentina Government. We travel on the 24th and feel if Atlas cancels this voyage we will fight for a 100% refund as they are not providing services that we paid for. Our other Antarctica Expedition was canceled from another cruise line and they gave us a 100% refund.

Thank you. Just talked to one of their agents  about that plan for $1066 for both me and my partner. The agent said the plan's trip cancellation coverage would pay 100% of the non-refundable trip costs ($22,656 for us) as long as the trip was cancelled while in the US. Once in Argentina, no benefit would apply and I get that, as we would be already on the trip. As far as quarantine, it would pay us $2Kpp for the quarantine days.  ($150/day/pp  up to $2000 max).  

I sent a detailed email to World Nomads, as well, last night. I gave them 3 scenarios of concern. Their Explorer plan was right under $500 for both of us.  It says that their trip cancellation was up to $10Kpp, so while it wouldn't cover all of our trip, it would cover the majority of what was paid. I am waiting for the answer from World Nomads now. We'd much rather pay $500 vs $1066...but good coverage comes first.   

 

[cruiserchuck]

On 1/15/2022 at 9:14 AM, myopenroad said:

My most immediate question is the insurance I am now finding out isn't covered, even though when we purchased this trip a year ago, it CLEARLY said it was. No mention of only med-evac being covered at all. It was "your full  travel insurance" is covered. 

 

I have never seen anything from Altas indicating that "full travel insurance" was included.  I have only seen reference to emergency medical evacuation.  https://atlasoceanvoyages.com/press-releases-list/2020-09-23 -- Atlas Includes Emergency Med Evac Insurance.pdf?_t=1621344856

[cpw0807]

1 hour ago, cruiserchuck said:

 

I have never seen anything from Altas indicating that "full travel insurance" was included.  I have only seen reference to emergency medical evacuation.  https://atlasoceanvoyages.com/press-releases-list/2020-09-23 -- Atlas Includes Emergency Med Evac Insurance.pdf?_t=1621344856

This has been my experience as well--only emergency medical evacuation. With that said, enough people have mentioned this that I wonder if they changed the wording sometime prior to when I first engaged with them in mid-2021.

[amunhbuu]

I booked our Antarctica trip back in Feb 2021 right when they started selling.  I asked a specific question about the insurance and it was pretty specific that it was emergency evac only.

 

Having said that, there was so much miscommunication over simple things like the laundry, that I wouldn't be surprised if many people got their wires crossed. 

[swkrupa78]

We are on the FEB 14 Antarctica sailing with 3 other couples.  First, I concur that the only insurance that Atlas covered is for MEDVAC not trip cancellation.

 

My bigger concern is communications about this trip.  Has anyone received either an email or a letter from Atlas or you TA about preparing for this trip (ie. required travel documentation and Covid testing protals, proof of health insurance and specific COVID coverage etc)??

 

I just sent an email to my TA and to the Atlas rep inquiring about this.  Would appreciate anyone's input!

 

Thanks,

 

Steve K 

 

[myopenroad]

Well, I did see that. I also have it in print where my Atlas sales rep stated in an email (after I asked her if any other insurance would be needed) that no other insurance would have to be purchased based on some promotion I got.  ??   It may not be your experience, but it was mine. 

[myopenroad]

@SteveKno communication from Atlas. I'm getting all my info from the Atlas Facebook group presently. 

[swkrupa78]

@myopenroad Thanks for your reply.  As I mentioned, we are traveling with 3 other couples. One of them just contacted Atlas directly. The rep was very helpful and she provided them with an email that was sent to the folks who are going on the Feb 2 sailing, 

 

This email was sent out on Dec 20...well in advance of the Feb 2 sailing so we should have gotten ours by now!  Anyway, there is some great info that i will share.  One thing is you can sign up for the Antigen test and you have to register on an Atlas website page.

 

Here is the full email and hope it helps all:

• Sent: Monday, December 20, 2021 9:39 AM
  Subject: Important information about your upcoming Antarctica expedition - WNA220202

   

   

   

   

  Dear World Navigator Guest,

   

  We’re excited to welcome you aboard our brand-new, small expedition-style ship, World Navigator, for your February 2, 2022, Antarctica expedition.

   

  MyAtlas

  If you haven’t already, please register and create your individual MyAtlas account to sign your cruise ticket contract; manage all your information; select your expedition parka and boot sizes; submit your Argentinian health declaration confirmation number and let us know your stateroom preferences. It is important to complete this process as quickly as possible. Creating your MyAtlas account and providing us your stateroom preferences will allow our onboard team to have everything ready upon your arrival.

  Each guest needs to register and create their personal MyAtlas account prior to embarkation. All you need is your first name, e-mail address and your Guest/Loyalty ID Number. This information can be found on your cruise confirmation statement or can also be obtained from one of our Voyage Specialists at 1.844.44.ATLAS (28527). Each guest will need their own individual e-mail address as part of the account creation process.

  You can access MyAtlas via atlasoceanvoyages.com under the Booked Guests tab or click here.

   

  Required Travel Documentation and Covid-Testing Portal

   

  We would like to inform you of the following important immigration and health requirements that are critical for each guests’ upcoming expedition. Please print out and bring the following documents for a swift and efficient flight check-in process:

  • Argentinian Sworn Health Declaration, completed within 48 hours of arrival in Ushuaia.
  • Proof of health insurance with specific Covid-19 coverage.
  • Make appointment for antigen testing at Orlando International Airport.
  • Negative PCR test result taken within 72 hours of arrival in Ushuaia.
  • Printed proof of Vaccination Certificate.

   

  Sworn Health Declaration

  Argentina requires each traveler to complete a Sworn Health Declaration within 48 hours of arrival into Ushuaia.

  We have heard that the Argentinian Sworn Health Declaration form may be a source of confusion. To assist you in completing the required form, we have created the attached guide for your reference. (Please see attached guide)

  In order to complete this required immigration procedure, you will need to have:

  • Your negative PCR test result in PDF form.
  • And proof of health insurance with specific Covid-19 coverage in PDF form.

  For more information and to complete your health declaration, please visit:
  
  [https://ddjj.migraciones.gob.ar/app/home.php]

  Upon completion of your health declaration form, you must also enter your Argentinian Health Declaration confirmation number in MyAtlas.

   

   

   

   

  Proof of Health Insurance with Specific Covid-19 Coverage

  Argentina requires each traveler to carry health insurance with a specific COVID-19 coverage plan. Your proof of insurance coverage must list each of your names and state that it includes Covid-19 coverage. You will need to:

  • Upload a PDF of your valid insurance coverage into the Argentinian Sworn Health Declaration form.
  • Print a copy of your coverage and bring the printed copy with you for embarkation.

  If you do not have a preferred insurance carrier, AON Affinity’s Travel Pro Plus Protection Plan can fulfill this requirement. To learn more, please visit:
  
  https://affinitytravelcert.com/document/pdfs/TravelPro_LandingPage.html. 

   

  Appointment for Antigen Testing at Orlando International Airport

  All guests must undergo a mandatory antigen test before boarding the chartered jet. To provide an orderly and socially distanced testing experience, we ask all guests to schedule an antigen testing appointment at Orlando International Airport.

  Please click on the following link to register and schedule your antigen testing appointment: www.impacthealth.com/aovexpedition. 

  • You will be required to create your own individual account. 
  • Once you have created your username and password, you will be able to schedule a testing appointment and view your results directly from the portal.

   

  Negative PCR Test Result Taken within 72 Hours of Arrival

  Argentina also requires proof of a negative PCR test result taken within 72 hours before arrival and this is a requirement to complete your Argentinian Sworn Health Declaration form. Your private charter jet will arrive at Ushuaia at 9:45 a.m. Ushuaia time (or 7:45 a.m. U.S. Eastern Time) on February 2.

  • You must upload your valid negative PCR test result into your Argentinian Sworn Health Declaration form.
  • Please also carry a printout of your valid negative PCR test result as well as your proof of vaccination certificate with you on your expedition.

   

   

  Embarkation

  To expedite the check-in process upon your arrival to the ship, please take a moment to print and complete the Pre-Boarding Health Declaration. Each individual guest is required to complete this form and provide it to medical staff at embarkation. Having it completed at that time will help make the check-in process more efficient. 

  View Pre-Boarding Health Declaration here

   

  Land Programs

  Every day is new and different -- and breathtaking! -- on the White Continent and you will enjoy multiple guided shoreside expedition encounters as well as Zodiac water safaris.

  In addition to your included daily activities, Atlas Ocean Voyages also offers you optional experience enhancements with additional add-on touring options. So please take a look at the attached booklet and call 1.844.44.ATLAS (28527) to reserve your spot.

  It is important to note that every optional touring experience is space-limited and sold on a first-come, first-served basis. Once a tour is sold out, we will create a waitlist and forward those waitlists to the vessel, in the case an opening becomes available.  Waitlisted tours, if cleared, will be charged on board.  Being on a waitlist does not guarantee tour availability.   Due to varying demand, weather, sea and safety conditions not all pre-sold optional excursions will operate on every sail date.  In the case that a pre-purchased optional tour is cancelled on board, the guest will receive a full refund.  

   

  What to Pack

  While November through March is the warmest time of year to visit Antarctica, it will nevertheless be cold and windy. Properly layered clothing and the right cold weather accessories will make all the difference in your comfort as you explore Antarctica, both on board and ashore.

  To best prepare for your upcoming Antarctica expedition, please review all the information found on our “Before You Go” webpage at: https://atlasoceanvoyages.com/before-you-go/. You will find packing recommendations and other tips to help make your voyage more enjoyable.

   

   

  We thank you for your patience and understanding as we work to fulfill the many immigration and governmental requirements necessary for traveling currently.

   

  If you have any questions, please contact an Atlas Voyage Specialist at 1.844.44.ATLAS (28527).

   

  Sincerely,

  Your Atlas Ocean Voyages Team

   

Steve K

[Tobbie888]

1 hour ago, swkrupa78 said:

We are on the FEB 14 Antarctica sailing with 3 other couples.  First, I concur that the only insurance that Atlas covered is for MEDVAC not trip cancellation.

 

My bigger concern is communications about this trip.  Has anyone received either an email or a letter from Atlas or you TA about preparing for this trip (ie. required travel documentation and Covid testing protals, proof of health insurance and specific COVID coverage etc)??

 

I just sent an email to my TA and to the Atlas rep inquiring about this.  Would appreciate anyone's input!

 

Thanks,

 

Steve K 

 

Atlas did email us with the subject “Important information about your upcoming Antarctic expedition “ six weeks prior to our cruise. It listed the Required Travel documentation and COVID testing requirement. It attached a letter titled “WNA 2022xxxx Guest Entry Letter” pdf where xxxx is the sailing date plus another pdf “Step by Step Guide for Argentinian Health Declaration Form”. Apparently filling out the Argentina Sworn Health Declaration is a challenge since it’s in Spanish to my understanding. We were still confused after reading this email so we called Atlas getting clarification and it helped a lot. I suggest you contact Atlas and ask their rep to send you this info. At this same time they can explain the steps you need to take. There are a lot of preparation you need to organize and plan especially the 72 hour PCR test since this is time sensitive. 

 

[swkrupa78]

@Tobbie888 Thank you for your response.  One of the members of my group did contact Atlas directly today and the Atlas rep she spoke with said:

 

"she could NOT find any files/ records of a letter going out for our sailing like the February 2 copy she sent for our preview and information.  She was at a loss to explain only saying they are short staffed and busy with current sailings.  Our travel documents should be mailed soon via FedEx."

 

All I can say is that Thank God there is this forum to get information.  I don't do Facebook so this is the best place to ger answers. I think Atlas dropped the ball on this as there should be some consistent communication going out to all who are sailing with them.  Being short staffed is not acceptable excuse for the amount of money we are spending.

 

Anyway, I already signed up for my PCR test before I fly out to Orlando which will cost me $150 pp to get a 24 hr turnaround.  I also just signed up for the Atlas Test (which BTW it says it is an ANTIGEN Test not a RT_PCR, but again things are fluid and maybe they never updated their email and website).

 

Thanks Again.

Steve

[cpw0807]

@swkrupa78This was posted in the FB group tonight by the CFO of Atlas. It seems they can do a PCR for you in Orlando if needed but it doesn't appear it's free. When I logged into the portal it had documentation for both the Binax (antigen) test as well as for the PCR. Without knowing our flight times I didn't book an appointment to see what the process is like, but as an FYI. 

[swkrupa78]

Hey Everyone, We Finally received our communications this morning from ATLAS about of Feb 14 cruise. Not only did I get the email from Atlas and a subsequent email from my TA, hours later the FedEx package arrived with all of the documents we need for our trip.  So, I guess its official and we can not wait to meet everyone and enjoy this once in a life adventure.

 

I know Atlas is a new carrier and it seems that they are going through some growing pains with communications.  But from what I have read so far, the trip itself is going to be amazing.  Let's hope no one gets Covid so we can all enjoy this trip!

 

Steve K