ComplaintsforRocky Mountain Railtours

• Initial Complaint

  13/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 7th 2023 I made the following booking directly through the Rocky Mountaineer website: JUL 01, 2024 - JUL 02, 2024 VANCOUVER > BANFF Booking number: ********** Service level: Goldleaf service Deposit paid: $1083.01 USD When I booked the trip, I knew there was a possibility that we might need to change the dates due to my husband's work schedule. To prepare for this potential change, I carefully reviewed FAQ section of the website, which indicated that date changes were possible with a reasonable fee (please see the attached screenshot). Recently, I found out that we do indeed need to change the dates of our trip. I called your customer service line to request the date change and was informed that changing the date is considered a cancellation, resulting in the loss of our deposit. Upon revisiting your website, I discovered that this policy is buried deep in the terms and conditions. However, the information about date changes equating to cancellation is not readily available in the FAQ section. In fact, the FAQ information is **********, as it suggests that changes can be made with a reasonable fee. Given the discrepancy between the FAQ section and the terms and conditions, I believe our request to change the dates should not be treated as a cancellation, and we should not lose our deposit. We made the booking in good faith, based on the information provided in the FAQ section, and the policy described there did not reflect the reality of your terms and conditions. After emailing back and force with customer service the only possible solution I was offered is to pay extra $200 fee and change the dates of the trip but only within 2024 season, which is impossible due to my husband's work schedule or the name change for the additional $100 fee (I'm not able to find anyone willing to take over our reservation), so there is no practical solution. I demand that the Rocky Mountaineer refunds $1083.01 USD due to being ****** by info in FAQ.

  Business response

  19/05/2024

  Dear Guest,

  When you booked your journey, the terms and conditions were provided, and your acceptance was recorded. As outlined in Section 12 of our Terms and Conditions, a change in train departure date is considered a cancellation.
  Despite this, we endeavored to provide multiple options as an exception to our T&Cs, which unfortunately were not acceptable to you. In addition, we escalated your request to our senior leadership team, seeking to offer even further exceptions for travel credit for next year. However, this request was declined.

  Additionally, our FAQ page clearly states the following:

  "Changes are permitted, however they are subject to change fees depending on when the change request is received in relation to the start of your itinerary. Cancellation of any or all services are fully non-refundable, unless otherwise stated in your itinerary. And no changes are permitted less than 15 days prior to the start of your Rocky Mountaineer itinerary."

  We appreciate your understanding and regret any inconvenience this may cause.

  Customer response

  21/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Dear Rocky Mountaineer Business,
  
  
  The last paragraph of your response is a quote from your FAQ page, which represents a clear discrepancy and ***** *********** that your business provides to customers. There is  no reference in the FAQ that the Date Change equals Cancellation. At no time was I planning to cancel my trip - I was merely attempting to change the date and highlighted FAT section led me to believe that I’m able to do it (***** ***********).
  
  
  The date when I contacted Rocky Mountaineer Customer Service was April 24th, 2024. The trip date is July 1st 2024. 
  That is 65 days prior to the scheduled departure date.
  
  
  So as per information stated in your FAQ - I should be able to make the change, but unfortunately received a refusal to change it for the next season of 2025. What was offered by your business is to change it for a different date in 2024 when we are unable to make that trip. We are also not able to find other people to take our place. So, that is the reason I’m requesting the refund for my original deposit and was planning to use that refund to book a new trip during the 2025 season. 
  
  
  I am highlighting the relevant part that was ********** and led me to believe that I’m able to change the dates of my travel. 
  
  
  "Changes are permitted, however they are subject to change fees depending on when the change request is received in relation to the start of your itinerary. Cancellation of any or all services are fully non-refundable, unless otherwise stated in your itinerary. And no changes are permitted less than 15 days prior to the start of your Rocky Mountaineer itinerary."
  
  
  I’m insisting that your company refunds my original deposit due to the ********** information in the FAQ section of your website, which has a discrepancy with you Terms & Conditions. 
  
  Sincerely,
  
  **** ********

  Business response

  22/05/2024

  We appreciate your feedback regarding the information presented in our FAQ section. After carefully reviewing your request and our policies, we must respectfully decline your request for a refund of your original deposit. As mentioned earlier, we were being quite flexible by providing multiple options as an exception to our T&Cs, which unfortunately were not acceptable to you. We regret any confusion that may have arisen from the information provided.

  Kind Regards

   

   

  Customer response

  22/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  With all due respect, this is not an acceptable business practice to ******* customers with ***** information in FAQ section. 
  

  Please refer to details of my previous message. I insist that my original deposit is refunded back to my credit card. 
  

  The options that you offered were not viable - at the very least the deposit that I paid should be extended as credit for 2025 , this option was not offered. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  14/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My partner Jim and I saved for many months for “the trip of a lifetime” on the Rocky Mountaineer (RM) Train from Vancouver to Lake Louise. When we arrived in Vancouver, we were told that the train would not be operating because of wildfires. If we had been told this information in a timely manner, we would not have flown to Vancouver; we had purchased *** **** ******* trip insurance, and we could have gotten all of our money back. RM knew about this train cancellation BEFORE we left for Vancouver. Jim and I were treated so poorly by RM in Vancouver. They were extremely disorganized at our expense; first we were told we would leave by bus on Wed for Lake Louise. We got a knock on our Vancouver hotel room door at 6am on Tues to pick up our luggage and to tell us there WOULD BE NO SHUTTLE TO TAKE US ANYWHERE ON WED. Of course we were in a huge state of distress because we had been assured of the Wed departure. After much pain and suffering on our part (they canceled our Tuesday night Vancouver hotel accommodation) a RM rep (one of the few who had a clue) told us that there would be a shuttle to take us to Lake Louise on Wed. So Wed morning, instead of the gourmet breakfast and lunch to be provided on the train, we paid for our own breakfast in the hotel, and the bus stopped for lunch in a small town for us to run out and purchase our own fast food. RM provided assorted bags of chips and candy (******s etc) and water for us adults to snack on. What an insult; this would not even be suitable for a child’s field trip. RM had no contingency plan in place. When we were at the fateful meeting with RM in Vancouver on Sun Aug 20th, we were PROMISED monetary compensation for our meals. The amount promised did not begin to pay us back for our loss, but it was SOMETHING. Now-after MANY phone conversations and MANY emails-it is Nov 11, and we have received NOTHING. RM needs to be honest and do the right thing and pay us the money owed to us. $125 per day per person=$500 owed
  

  Business response

  15/11/2023

  Dear Guest, 
   
  I hope this email finds you well. I wanted to take a moment to express my sincere appreciation for your patience and understanding while our finance team is diligently working through a significant list of refunds as mentioned in our previous correspondence. I understand how frustrating it can be to wait for your refund, and I want to assure you that we are doing everything within our power to expedite the process. 
   
  To help resolve your issue as quickly as possible, I have personally escalated this to our finance team. While I can't provide a specific timeframe for when the refund will be processed, please rest assured that we have not forgotten about your request, and it remains a top priority for us. 
   
  I understand the inconvenience this situation may have caused, and I want to thank you for your understanding and patience during this time. We are committed to resolving this matter as swiftly as possible and ensuring that you receive the refund you are entitled to. 
   
  Once again, thank you for your understanding and patience. We value your business and are dedicated to ensuring your complete satisfaction. 
  

  Customer response

  16/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: This is the SIXTH similar excuse letter I have been receiving from Rocky Mountaineer since August. I will not be satisfied until I receive the money that is owed to me and **************************

  
  Sincerely,
  
  ***************************

• Initial Complaint

  17/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  HORRIBLE ROOMS HORRIFIC RIDE NO FOOD! $9,000 plus airfare lost and travel insurance not covering either. Rocky Mountaineer - a supposed LUXURY TRAVEL Provider is a *****. It started with a day of notifications and phone calls AFTER we had already arrived in Vancouver Canada telling us that our train was canceled but that the Jasper train had seats. ****. Hours later suddenly there were no seats on the Jasper train. Forcing us to hail a cab and forfeit our tour of Vancouver and trek to the Rocky Mountaineer office our travel firm told us that only the RM staff knew what was going on and to go to their office.RM at *** ******* Hotel office staff told us that now we will instead be on a luxury motor coach and to go to the lobby at 6:50 am. They also promised that we would get a free Luxury Train Trip for the next year. We arrived first and were told that we would have the second row. ****. We waited with nowhere to sit in a draft for 3 hours. They loaded us into a bus in the last row right next to the toilet with non-reclining seats while their staff sat comfortably in the second row and we complained. We were the bathroom monitors for twelve hours ! We were promised 6 stops on a long trip to Banff and $125 for meals. We had two 15 minute stops one of which my friend was trapped in the bus restroom with a stuck latch, and NO MONEY was given to us for meals to this very day. The trip was supposedly for our safety but was very dangerous with wildfire smoke choking us for hours. The whole bus wore masks for at least 3 hours and some almost the whole way. Rocky Mountaineer should have just flown us to Calgary. In the meantime we took detours on windy thin roads up and around barns and farms, skidding in dirt, riding over sidewalks and coughing through smoke. At 11 pm room keys were given to us for the $750 room at Banff Springs Fairmont, a room so small that I ran into the wall every time that I got out of bed. The Calgary room was next to the elevator NOISY til 1 am.

• Initial Complaint

  29/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I traveled on the Rocky Mountaineer Train on August 18th. It was supposed to be a two day trip on the train. One of the days had to be cancelled due to wild fires. I understand the wild fires were not within the control of the Rocky Mountaineer. The company is in control of how they handle the refunds that were promised to their customers. We were told while still on the train that all 700 of us would be receiving a $125 food credit. We were told that if the credits weren’t sent out already, they would be sent out “shortly”. That was almost six weeks ago. Rocky Mountaineer did not initiate any communication with me. I only learned what I did because I contacted them. Most of their representatives did not return phone calls or emails as they said they would. I was finally told that an online link to get the credit would go out this week. It did not receive it. I emailed them today, and their Guest Experience Department stated that the Finance Department told them that all of the credits have been sent out. They have been dragging their feet on this for too long. *** ********* *** *************** **** **** ** **** *** ******* ********** ** ********** *** ************* ***** when it comes to processing refunds. I am asking that they make good on their promise of the $125 credit by processing it immediately,

  Business response

  10/10/2023

  Dear Mr. ******,

  We are glad we were able to process the refund for you and we thank you for your patience. The delays were not something we have planned nor wanted and your understanding is much appreciated. 

  If you have any questions please do not hesitate to reach out to our Guest Experience Centre. 

  Kindest Regards,

  Aljaz F**** |   Manager, Guest Experience Centre

  t. 1 800 653 4105

  Customer response

  11/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I had to **** ** ***** ********* ********* **** * ****** ** ****** *** ****** ****** *** ******* **** *** *******  Great customer service from the onboard train staff.   Very poor customer service from the corporate staff.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  21/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Reservation with Rocky Mountaineer Rail travel - gold leaf level for 8/13 -8/21/2023. On 8/15 boarded the train in Vancouver to Kamloops; midday the air conditioning went out in rail car; was told technician on board and will be fixed; did not happen; outside temp 110F - 120F which in turn made the glass topped car just as hot; company's solution: give out cool towels to passengers; no relief the rest of the trip; spoke to a man in charge on 8/16 and he could no provide a reason why the problem happened and very defensive when questioned; next day, air was fixed to point of being very cool; ******* developed chills and harsh cough; upon arrival in Jasper - he went directly to bed; next morning - much worse; ******** ** ******** **** ****** *********; unable to complete tour; my stay at the lodge had to be extended until ******* discharged from hospital on 8/19 at our expense. had to contract a private driver to take us from Jasper to Calgary to get to airport, at our expense. Expect full reimbursement from Rocky Mountaineer. This was a bucket list trip for my ******* who is a true railroad enthusiast.
  

• Initial Complaint

  19/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased this trip a year ago through my travel agent to include hotel stays before and after my trip on the Rocky Mountaineer from Banff to Vancouver. I had confirmation of my itinerary and hotel stays from my travel agent. When we were close to departing the Train at Vancouver a representative came down the train and told us which coach we were to take when we got off the train. I heard a fellow guest being told it was coach 5 for the ******** ********** so said to representative coach 5 for me then. I was told I was on coach 1, 2 or 3 as I was going to ******** Vancouver! I said this information was incorrect!! I was told my suitcases would be on one of these 3 coaches and that I was at the ******** Vancouver. Despite again saying this information was incorrect I was again told I was wrong!! I was forced to get on the wrong coach to go to the wrong hotel. When I arrived at the ******** Vancouver The hotel agreed I should be at the ******** **********. However, going to the wrong hotel and having to wait for suitcases and take a taxi to the correct hotel meant I did not finally arrive at the correct hotel until after 10pm. Having wasted at least 1 hour and a half. I complained to Rocky Mountaineer asking for a Small good will gesture of £100 for my inconvenience for the appalling way we had been treated. Rocky Mountaineer said it was my travel agents error and not their responsibility. I said that as I told them repeatedly that they were sending me to the wrong hotel it was their responsibility to take me to the correct hotel especially as they already had a coach going there. I am surprised my travel agent made an error as all my paperwork clearly stated ******** **********! Which I attach. I took the Rocky Mountaineer on the 15th and 16th September 2023.
  

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rode the Vancouver to Banff ride at the end of August 2023.. Before the ride we were notified that there were smoke issues due to local forest fires. We then notified RM that we wanted to cancel our trip and put it off for a year due to health concerns. They emailed back and said the smoke issues had improved and the air quality was now 2 out of 10. With that news we went on with the trip. On our one night stay in Kamloops the air quality rating was 8 out of 10. You could barely see 1/2 mile and breathing was hard. *** **** **** **** ** **** ***** *** ***** ** ****** **. Reports of smoke issues were all over the weather app regarding Kamloops. When we asked for some sort of refund we were told they did not offer refunds and air quality issues were not their responsibility. This was after telling us the air quality had improved. Considering the cost of this trip I would not trust or ride on Rocky Mountaineer again.

  Business response

  30/09/2023

  After a thorough review of the correspondence exchanged between guests and our Reservation department, I could not locate any documentation where our team mentioned an air quality index of 2. What I did find was:
  
  - a message from our Reservations department, where they conveyed that the air quality in the Rockies was generally clear but there was some smoke present in the interior regions of the province 
  - they also thoughtfully provided guests with a link to an air quality map, allowing guests to independently assess the situation and make an informed decision regarding their travel plans 
  
  We have been in touch with guests directly recently, inviting them to understand that predicting air quality, especially in areas with changing conditions, can be a challenge, and it is a factor that remains entirely beyond our control.
  
  Guests were offered a gesture of goodwill for the inconvenience and distress experienced due to a situation beyond our control. Guests have not responded to our gesture of goodwill offer so far. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a two-day Goldleaf First Passage to the West Rocky Mountaineer tour, which was cancelled on August 18, 2023, due to wildfires. The company says they will not refund our monies of $4,488.91 for services not received. They offered a credit for the 2024 season, but we will not be able to use it in that timetable. We would like to receive a full refund to our credit card.
  

  Business response

  22/09/2023

  Hi ******,
  
  The August 21 departure was unable to operate due to the emergency order enacted by the Province of British Columbia in response to the wildfire situation. This emergency order restricted overnight accommodation in Kamloops for non-essential reasons, which resulted in the departure not being possible.  The restrictions imposed by this government order were a force majeure event beyond the control of Rocky Mountaineer. Force majeure events are addressed in sections 11 and 12 of the terms and conditions. In keeping with those provisions, we allowed affected guests to rebook their travel to a later date, once the force majeure event passed. Guests with travel insurance were encouraged to contact their providers for coverage information. We thanked all of our guests for their patience and understanding as we worked through the difficult challenges posed the force majeure event.
  
  Rocky Mountaineer

  Customer response

  22/09/2023

  Complaint: ********
  
  I am rejecting this response because: 
  
  We paid for a service for which was not completed. That cost us $4,488.91 for this train trip plus an extra night stay in Vancouver and a flight back to Calgary to finish our trip. At this point in time we have no desire or the time to rebook a trip which will cost us additional money in flights, hotel more costs in the actual train ride. 
  
  I know by reading online we are not the only customers in this position. We feel this is very poor customer service and should be changed.
  
  So if we get sick or physically unable to do the trip or die in the next year we lose the $4,488.91. I don't know if Rocky Mountaineer knows or ***** that is a lot of money to lose for something not received. We can't afford that!!
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  08/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband and I travelled with Rocky Mountaineer in June of 2023. There were various shortcomings during our trip which we felt were inferior to the Gold Leaf Package we saw represented by various travel influencers on ******** I conveyed our disappointment to the company and received an email response from Rocky Mountaineer on June 13, 2023, stating, We regret the disappointment and inconveniences you felt during your journey and would like to offer you a goodwill gesture of $300 CAD per guest. I was also provided with a Case number: ********. As with most consumers, I would expect reimbursement to take place in a timely manner, about 7 business days. Despite several phone calls pursuing this refund, I have yet to receive it (as of August 4, 2023). Each time I call, I am told that there is a backlog of refunds and they are not sure how long it will take to process this backlog. I am becoming more and more suspicious that Rocky Mountaineer never intends to provide the promised refund.

  Business response

  16/08/2023

  Hi,

  We do apologize firstly for the shortcomings, and secondly for the delay in the processing of the refund. With new technology, and data security rules, we are fine tuning our processes. 
  
  An email with a refund link should have been sent to you on Friday, August 11th. Please advise us if you did not receive this link. This link will allow you to submit your financial details to have the refund processed.

  Once again, sincerest apologies.

  All the best,

  **************

  Customer response

  17/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The money has now been deposited in my bank account.

  I must admit that I would have preferred a much less invasive means of transfer of funds. I was required to provide my personal banking information, so now will close that account as I do not feel comfortable with providing a third party with those details.
  
  I appreciate the efforts of BBB on my behalf.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our original trip was June of 2020. That trip was moved to June of 2021 due to COVID. We moved our trip again to June of 2023. Due to health reasons, we are not able to travel this June. i requested cancellation of our trip, requesting a 50% refund in line with RM 2023 Terms and Conditions, wherein Section 11 , ***** *******, states the following: 11. ***** ******* **** will not be responsible for the performance of this Agreement if prevented or delayed by acts of God, strikes or other labour relations matters, accidents, weather, traffic, airport conditions, lack of performance by third-party suppliers, or other causes beyond ****’s reasonable control from meeting its terms. Nor will **** be responsible for any loss or damage relating to train cancellations or any other cancellations. Section 12 is as follows: Cancellation by guest: If you cancel a confirmed reservation, notification from you or your travel agent must be received by **** by telephone or email to: [email protected]. Travel professionals may e-mail: ************************** Please see the Deposit and Cancellation Schedule for cancellation penalties. Cancellation penalties may be subject to GST. Penalties will be calculated per person and based on the date the cancellation notice is first received. There will be no exceptions to any of the penalties 12. Cancellation Policies Please refer to the Deposit and Cancellation Schedule below: Deposit and Cancellation Schedule Days prior to departure Deposit per person Cancellation penalty per person 61+ 20% of itinerary price 20% of itinerary price 46-60 100% of itinerary payment due 50% of itinerary price 0-45 100% of itinerary payment due 100% of itinerary According to RM own T&C's , guest may cancel but must follow the refund schedule in the T&C's. No where in the T&C's does it state that my deposit was a credit that will be non-refundable due to change in reservations. I would like my refund per tRM's 2023 T&C's

  Business response

  09/05/2023

  Hi There,

  Upon further review of this reservation, we will honor the 50% refund of all monies received by Great Canadian Rail Tour.

  Monies Received:
  August 03rd, 2020 - $1865.01USD

  November 21st, 2020 - $3730.66USD

  April 07th, 2022 - $1743.35USD (already refunded)

  Total monies received = $7339.02 USD

  Outstanding refund amount = 50% of total monies received ($3669.51USD) minus amount already refunded ($1743.35USD) = $1921.16USD
  
  Upon agreement from the guest, we will refund an additional $1921.16USD, and once again, we apologize for the inconvenience the last few years have had on the guest, and their desired travel plans. 

  All the best,
  P.Johal

  Customer response

  10/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩