CHARLESTON AIR FORCE BASE, S.C. –
Action Line Message:
Hi, this is Tech. Sgt. Adele Rosington from the 437th Medical Group. I wanted to put in a complaint for the Outdoor Recreation Center.
I had booked a Manatee trip through the ORC for my family and had to cancel due to a short notice training temporary duty assignment, and the ORC does not want to refund me my $210 deposit and told me they have no refund policy there. They never made me aware of, nor did I sign any paperwork stating I wouldn't receive a refund, should I cancel the trip and this trip is being cancelled due to military orders.
I'm calling this in because this is an organization that supports the military and doesn't state these policies on their refunds, and so basically I will be out $210 for a trip that I am not able to attend due to military orders.
Response:
Thanks for your inquiry about the refund policy at the Outdoor Recreation Center.
Refunds are not given at the ORC because the ORC pays direct costs up front to the contractors that provide equipment, supplies and tickets for any trip or activity. Once the ORC pays the contractors, it becomes a fixed cost that is nonrefundable to the ORC. Therefore, to prevent the ORC from absorbing costs they are not able to pay, a no-refund policy is mandatory for scheduled trips and activities. The policy is briefed to all patrons upon signing up for a trip or activity and is posted at the front counter. This policy works to everyone's advantage by maximizing trips and activities while keeping costs down.
Regarding your particular trip, the ORC worked hard for a resolution and was able to refund half of your incurred expenses by negotiating with the contractors. Regrettably, they were not able to recoup the amount of the hotel reservation on such short notice. However, we will review our processes to ensure we're doing everything we can to ensure the no-refund policy is clear to our valued customers.