ComplaintsforTrafalgar Tours West Inc

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased the ********** Eco Adventure end ************ for our honeymoon through Trafalgar for a total of $4,646.00. The date of the transaction is January 12th. The booking reference is TTUSAS-B956880 and the dates of the trip were March 2-9, 2024. A couple of hours before our flight which was at 5am in the morning on March 2nd, my husband got severely sick. He was vomiting from 1am-3am and he physically couldnt get on our flight that morning. And so, I contacted the tour agent at Trafalgar notifying him and I contacted Trafalgar twice to see what are options are due to this unfortunate situation and they provided no remedy and no empathy at all. They said there is nothing that they can do and that is their policy. Because there was no traveler insurance, there was nothing they can do and there is a 100% cancellation policy in this case. After looking up their traveler insurance policy, it states that it is only good for anything outside of 24 hours of the trip. This situation happened within 24 hours (the day of) so even if we had traveler insurance, that wouldnt count towards this situation and we still wouldve been at a loss. I asked them for any compromise, solution, some kind of credit, to reschedule or anything at all, and nothing was provided from Trafalgar. There needs to be some kind of compromise for a situation like this where we physically were not able to make our trip and if we did, everyone on the trip would be exposed to the sickness my husband had. My husband went to the doctor the next morning to find out that he had both the flu and strep throat. Please see attached doctors note. I expect a reasonable solution from Trafalgar please. This was supposed to be our honeymoon and now we are at a huge loss and are unable to go on our honeymoon. Thank you.

  Business response

  03/10/2024

  I'm so sorry to learn of this situation!  Without travel insurance, day of cancellation would be at 100% penalties as outlined within our Terms and ***************** ********* would either provide you with a full refund or travel credits for the penalty amount to be used on a future trip with us.  We are so sorry to know that coverage was not purchased independently or through us to assist with your situation.  You can certainly email us at ************************ should you wish to communicate further. 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last year (2023) I received 2 letters from Trafalgar giving me travel credit totaling $1800 ( $900 for my husband and $900 for myself) in place of a refund of payments which were denied by ************ (I had purchased travel insurance). I had to cancel trip plans due to florid covid infections (not mild) necessitating care in a hospital. I was sent two letters that the insurance company denied my claim, as the reason did not qualify for a refund. While they would not refund the $1800, they sent 2 letters stating that they are pleased to enclose 2 travel certificates which could be used towards the purchase of future travel (within 2 years of 8/08/23). I fail to understand why reimbursement was denied, and yet, I would receive the same amount towards another trip with their company. Insurance was purchased in order to safeguard the amount paid for the trip ($1800). If they can pay me with credit towards another trip, they can reimburse me for the same amount. This is just a ploy for me to pay more to Trafalgar by booking another trip.I do not see this as an honest business activity. I called them ************** and voiced my dissatisfaction with the way this was being handled. I spoke to '*****' who, after hearing the entire story, told me to email copies of both letters I had received. At 10:15am, I emailed copies of both letters as I was instructed along with a copy of the mailing envelope. In my conversation with her, she had her doubts that the letter was from Trafalgar. The letters and copy of the mailing envelope were sent to her at Trafalgar. This was Wednesday 3/6/24 . I had asked for confirmation of receipt. I have had no response from Trafalgar on the information I submitted in their request.

  Business response

  03/08/2024

  We are so sorry to learn of our guests' upset regarding their cancellation of their guided vacation.

  Please email us at ************************ for a complete and proper processing.

  We look forward to receiving your email. 

  Customer response

  03/08/2024

  I have attempted to address the issue at ************************* Both email responses that I attempted to send  were denied. They refused delivery. I forwarded the denied email responses to the BBB. This is just another sign of the improper practices of this business entity. I expect a refund of my $1800. If denied through the Better Business Bureau, I will take additional actions.

  Thank you,

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

  Business response

  03/11/2024

  Thank you for submitting your additional concerns. However, your file is being reviewed by the respective department. We are working carefully to provide a fair resolution. Once our investigation has been completed, we will forward you a reply.

  Customer response

  03/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******************************
  
   
  

• Initial Complaint

  01/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Wonders of Ancient Egypt Trafalgar tour was a well-organized and enriching experience. Regrettably, despite the positive aspects of our tour, a significant concern arose regarding the conduct of the travel director, *******************. On two occasions, his actions displayed a lack of ethical behavior and disregard for the trust placed in him.During our visit to a Spice Market (01/23), Sherif orchestrated a credit card transaction that resulted in a ~21% overcharge ($12.98) for the purchased spices. The Spice Market owner communicated a cost of $60 (to me). Still, in an unscrupulous move, ****** manipulated the transaction (on the owners credit card device) in ******** Pounds, leading to an unexpected increase in the final amount.Furthermore, in the absence of inclusive lunch arrangements on two afternoons following the Nile ************************** took it upon himself (01/24) to organize lunches for the group at the rate of $20 per person per lunch (so, my correct costs should have been $80.00). However, upon reviewing my credit card statements, it became evident that ****** had charged ~36% more ($28.67) for these meals.The discrepancy in the charges for both the spices and the lunches is unacceptable. As a Trafalgar employee, ******'s actions reflect poorly on the travel company's reputation. I sincerely hope that Trafalgar addresses this issue promptly and takes appropriate measures to refund the overcharged amounts. Maintaining transparency and upholding travelers' trust in guided tour experiences is essential.It's worth noting that all other charges on my credit card were processed correctly using the appropriate $ to ******** Pound conversion rate (approximately $1 to 30 ******** Pounds). Interestingly, when it came to restroom tips, ****** accurately returned 150 ******** Pounds for my wife's $5, demonstrating that he is aware of the correct conversion amount. This underscores the inconsistency in his handling of specific transactions during the tour.

  Business response

  01/28/2024

  Thank you so much for bringing this to our attention.  We would like to work with you to resolve your concerns, and ask that you email us at ************************ with what transpired.  From there we will do a deep dive into your departure and respond with our findings.  Thank you again, and we look forward to receiving your email!

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked an ******* Holiday tour with Trafalgar and purchased Travel Insurance from their partner AON. I was scheduled to leave 9/7 from ********** and fly to ************* to connect with a flight to ****. The Washington flight was delayed several times and ****** Airlines suggested I change flights because I was going to miss the flight to ****. ****** Airlines booked me a flight to ****** ** with a connecting flight to ****. The flight to ****** was delayed and finally canceled. I called Trafalgar and after no help as to what I should do they wanted to book me a flight on 9/8 arriving 9/9 in Rome. I would have missed almost two days in **** which was the highlight of the tour. And if for some reason I could not get to **** before the tour left I would have to find my way to the next city at my expense. At this point my husband and I had been in the ****************** for 10 hours. We canceled the tour and were told to file an insurance claim, the claim was denied by ***, I then reached out to Trafalgar again and then a team leader by the name of ********************************* said that she would reach out to AON and ask for at least a travel voucher which was also denied. So after paying almost $9,000 and no fault of our own neither company feels responsible to refund our money. What I want to know is what was I suppose to do? We did everything right and neither company feels they have no obligation after taking our money. This was to be a trip of a lifetime, we saved a long time for it and will not be able to save this money again. To date, none of my money has been refunded from AON, Trafalgar, or the airline. The severe lack of help, understanding, and empathy is appalling from such a well known company.Insurance Claim reference- *******. Booking # B855235.

  Business response

  09/29/2023

  Thank you so much for your communication and we are so sorry to learn of your account.  We ask that you please email us at ************************ with your concerns and we will gladly review upon receipt.  Thank you again, and we look forward to receiving your email. 

  Customer response

  10/17/2023

  
  Tour - B8555235
  Insurance Claim: 3366975
  
  ********* and ***********************************
  ************
  
  
  This is my third attempt to  receive fair treatment from Trafalgar after the trip of a lifetime to ***** turned into a nightmare and financial loss due to no fault of mine or my husband. We used a tour group thinking we would be assisted and protected  through the trip insurance that is promoted on your website. Our first flight from ********** to ************* was delayed several times due to weather conditions ****** Airlines told us they could rebook us to another flight to ****** with a connecting flight to ****, This flight was also delayed and then canceled. ****** airlines then told us they had nothing they could book us on with a connecting trip to ****. They told us to call our tour group. 
  
  
  So we called Trafalgar and the first thing we were told was that we were not even supposed to be on a ****** Flight that we had been rebooked to an Air ****** flight that was leaving in less than than 1 hour. 
  He told us we had received an email on August 12 informing us of this change, we did receive an email on that date but it told us that  our  flight had been changed from ******* to Wasington. Went  back to ****** they told us there was not enough time to get our luggage and be booked on that  international flight.Called Trafalgar again and they booked us on another Air Canda flight leaving  September 8 and we said we wanted to cancel. Let me say the assistance I received from Trafalgar was not what I expected for $8,000.00!
  
  So we filed the claim and was turned down saying we did not give 24 hour notice but we did. We canceled after being booked for a flight on 9/8. We canceled on 9/7,
  
  I would like this to be taken to a Management level.  We did everything right - we paid the invoice , we bought the insurance. I cannot comprehend why we get nothing!  No airline refund -nothing!
  We  will not be able to save again to take another trip of this cost. I am 64 and my husband is 70.  It is not enough to say it is up to AON- you promote them on your website and I paid you not them
  
  I can provide any additional details as needed to resolve this in an equitable manner.
  

  
  

  Business response

  10/17/2023

  We show that our guest has been in contact with our Guest Relations team who is actively reviewing this case.  *** airlines can take up to 12 weeks to respond to a claim and we are awaiting further information from Aon Affinity as well.  Our guests are certainly welcome to contact *** and the airline directly should they wish, however we have chosen to look into this on their behalf and must adhere to the turnaround times provided by these third party vendors.  Rest assured that our Guest Relations Team will be in contact with you as soon as any resolution is reached. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had went on a tour in June 2023. There was a flight cancellation and the seat downgrade refund was sent to Trafalgar Travel in *******, **. They also have an airport transfer fee they need to refund since no one knew what to do about it or how to use it. I have emailed their customer relations twice, and called. My ********************** agent at AAA has called and emailed. Trafalgar is not responding to my emails. The phone call seemed promising, because the check number and amount were verified without my prompting, but nothing seemed to have came of that conversation either. I have verified my address, and I have given them all documentation, including the check number of the refund and receipts. Just send me the $404.68, its not that hard. I should not have to chase down these funds.

  Business response

  08/23/2023

  Thank you for your enquiry!  We show that we have been in communication with your Travel Agent and have resolved your concerns with AAA Travel today.  Please follow up with your Agent regarding your case.  Thank you again!

  Customer response

  08/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  APRIL 10 2023 PAID $878 Then on July 11 2023 paid another $860 ,to Trafalgar Tours for trip to Ireland in May 10 to 19 of 2024. then my son could not afford to go and neither could I said i could not go as the cost was almost $10,000. they told me my my cancellation reason was not good enough and sent me a travel voucher for $500, but no cash refund had to use the 500, in a year or lose that money but no refund for the $1700 . I just want my money back that is all. Thank you, Booking #TTUSAS-B840649

  Business response

  08/23/2023

  Thank you for your enquiry!  We are sorry to learn of your cancellation, however we can confirm that penalties are imposed based on the penalty amounts highlighted within our Terms and Conditions.  These are penalties that we are unable to waive, so we were thankful to know that you purchased insurance to file a claim for this amount.  If you are upset with the resolution provided by Aon Affinity, you will need to follow up with them as they are the Travel Insurance Supplier used when insurance is purchased.  They are a third party entity and we hold no control over their policies or procedures.  Feel free to reach out to Aon at your earliest convenience as they will be able to assist you further. 

  Customer response

  08/23/2023

   I just want Aon Afinity to see what they can do if they are third party I was never told there would be a third party and OI paid formthe insurance they required

  Business response

  08/23/2023

  As we are a guided ****************, we do not oversee insurance claims and therefore partner with Aon Affinity for our guests who choose to purchase insurance through us.  ************* portion of our website does confirm that it is offered through Aon Affinity and not Trafalgar directly.  Feel free to follow up with Aon Affinity regarding your claim and any concerns you may have.  

  Customer response

  08/28/2023

                  i HAVE NOTIFIED THE ATTORNEY GENERALS OFFICE TO SEE WHAT THEY CAN DO. AON AFFINITY TRAVEL HAVE SENT a $500  TRAVEL VOUCHER BUTNOT THE CASH. SO  THEY SAID I AMN OUT THE MONEY SO I CONTACTED  THE ATTORNEY GENERALS OFFICE. I AM SO VERY DISGUSTED WITH TRAFALGAR AND WILL NEVER RECOMMEND THEM TO ANY ONE, THEY NEVER TOLD ME AON TRAVEL WAS 3RD PSRTY.  THANK YOU

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Jewels of ****** tour in Feb 2023 from Costsaver, a part of Trafalgar Tours. After that was set I purchased plane tickets and another barge tour to augment that tour. Price was ******* for tour. Before trip started Costsaver cancelled trip because of too few tourists. I found the same trip on Trafalgar for almost double the money and had to purchase it because the airline and barge tour was non refundable. I feel that the Trafalgar Group used a Bait and Switch game to force people to pay higher prices for the same tour. I would like this to not happen to future tourists. I think I should be compensate for being forced to pay higher price.

  Business response

  08/02/2023

  I'm so sorry to learn that your Costsaver trip was withdrawn.  Our Costsaver product provides first class itineraries at a cost effective price.  Doing so means that our Costsaver brand will stay at different hotels, and some included items are omitted to offer our product to the budget friendly traveler.  We can confirm that guest numbers did affect our Costsaver departure and for that we are most apologetic.  However since you will now be receiving first class hotels, more inclusions, etc, the cost difference is warranted and cannot be reimbursed. We did not withdraw the Costsaver option to have guests book our Trafalgar product, as we provide guests with the option to book a different Costsaver departure or a full refund when a trip is withdrawn.  We do appreciate your comments, however, and sincerely look forward to having you on board with us!

  Customer response

  08/02/2023

  I feel that if they cancel tour because of their problem of filling the spaces and the customer has made specific plans around that tour the customer should be compensated. This was not our first Trafalgar (and other TTC tour). We deserved better rather than spending hundreds of dollars more rather than lose plane fair and other barge tour money. So much for having given our full fare then cancelled. People need confidence in a travel company, not bait and switch.

  Business response

  08/03/2023

  Thank you for your response!  As we cannot control the number of guests booked on a departure, this is not a bait and switch as you claim.  We make every effort to operate a departure, however there may be instances where we have to make the unfortunate and difficult decision to withdraw a trip.  When air is booked with us, we do indeed look after our guests, however we cannot refund for independently made arrangements as they were done outside of our company.  As a result when this occurs, we allow our guests to book another date on the same brand, or cancel the booking for a full refund. 

  Customer response

  08/11/2023

  Having been a repeat customer and being forced to pay a higher price after receiving confirmation of the trip and not being able to change other arrangements I feel Trafalgar didnt keep the customers needs. I would have liked some discount over the higher priced package. Therefore I feel I will never give my business to them again.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We arrived for day 1 for Wonders of *****. I was so excited this is my dream vacation. After retiring from the military, this was the dream trip, that took 2 years to go on.Our tour guide ********, clearly has a problem with women and tattoos, or perhaps slightly over weight women, I did just have 2 hip surgeries and ankle reconstruction though. From a serious injury during my service.While orientating our group he passed over me while handing out documentation, stating it was to "count" how many of us there were. Hmm do I not count in the group.Well this was the first " pass over." tried to validate his behaviour by saying he was busy and it was just human error. But then, after leaving St ****** Cathedral, during our break, and after we met up prior to taking the bus back to the hotel, he skipped handing me a map, for a second time, but had no problem handing my partner a map.This was not okay. Once is human error, twice it is intentional. So on day 1, after we spent 13k to take this 11 day wonders of ***** tour! I have 9 days left with a tour guide who is dissmissive, sexist towards women who are ******** and clearly has a problem with women and tattoos.The tour was rushed, and we sat listening to a man talk about a statue in 40 heat for 30 min this happened all through the tour. We hiked up the coliseum stairs in 40 weather after having to cover shoulders and knees for the ************** visit, where again overcrowded and NO AC, again in 40 heat. There was barely AC during these tours, on the bus or the hotels. I got heat stroke so badly I wasnt even aware until I fell at the coliseum due to over crowding, over heating, pushing, the group moving too fast and then so slow you could barely walk at times. Not even being able to see *************** of you, or where your walking We got shoed through the tours at a very rapid *********** learned we will personally never use this company again. Thus was our first ever " TOUR GUIDED" vacation We will never use Trafalgar ever again. The tour guides did nothing when I fell, they continued on their tour, ans didnt even wait for us as my husband took me to a fountain to rinse the blood from my arm. The guides didnt even inquire if I was okay until we got back to the bus.This is tourist laundering, like herding cattle, business. Not the dream ***** trip I thought we had signed up for.What an utter disappointment and we still have 9 days to go and I wish I could get a refund and go home.

  Business response

  07/31/2023

  Thank you so much for your review, and I am verry sorry to learn of your disappointment thus far.  Your documents includes the contact information for our ************** Services Team who are able to assist with any on trip questions or concerns you may have.  Please reach out to them via email or phone at your earliest convenience as they may be able to assist you further with your query.  Upon your return home, you can certainly reach out to our Guest Relations Team via email at ************************* and any one of our team members will review and respond to you accordingly.  Thank you again, and we do hope that you are able to ultimately enjoy your time overseas!

  Customer response

  08/01/2023

  This is not  resolution. This is diversion and not taking responsibility for their actions. Perhaps something legally must be done as they refuse to address the issues. This is not a resolution.

  Business response

  08/01/2023

  There is little we can do from North America while you are traveling overseas.  We do provide support to our guests who are on a departure, however you must reach out to our ************** Services in order to receive immediate assistance.  Our Guest Relations team is there to support our guests with any post-travel feedback once they return home and our Senior Manager has been made aware of your situation.  We are supporting you the best we can while overseas, so please feel free to contact our ************** Services at your earliest convenience as they will be able to assist you. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB, My family and I booked a trip to *****, ****** from AAA who used Trafalgar as the tour company in 2019 for 2020. Due to COVID, we were not able to travel during our planned vacation. We were reimbursed for the plane flight but not for this packaged tour. Initially when the trip was sold, we were promised to have visits to the ************ and *************- Please see previous itinerary- ***** Park Explorer. On June 14, about two weeks, before our flight on July 1st, 2023 we were given the new itinerary that was greatly different and changed to views of these sites and not actual visits. We complained to our agent at AAA and was able to get back the guided tour of **********. But they were not able to give us the ************. Instead, they gave us a view of the ************ from the ****************** saying that it was equivalent. It was a drastically different experience that my family feels we should not have paid for. We purposely booked with a tour because we wanted to have a hassle-free vacation, seeing the most popular sites in *****. We have tried to get a partial refund for this part of our trip to no avail. We are requesting Better Business Bureau's assistance in communicating with Trafalgar to obtain this billing adjustment as we feel it was fraudulent to change this vital part of our tour experience . Thank you,*****

  Business response

  07/17/2023

  Hi *****!  Thank you for your email and I am sorry to learn of your upset regarding certain itinerary changes on your trip.  We ask that you please contact our Guest Relations Team by emailing ************************ with your concerns, and we will certainly look into this further.  Thank you again, and we look forward to receiving your email!

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a trip to ***** to Trafalgar tours and I purchased insurance through AON, Their recommended travel insurance company. I paid in full in August 2022. On December 17 I departed ******* for *** and a connecting American Airlines flight. Our departure from ******* was delayed. We arrived in *** 10 minutes before the door closed on our connecting flight. We tried but were unable to make connections with the trafalgar tour.The airlines refunded our money and returned us to *******.Trafalgar refunded approximately 1/2 our money for the trip. $1522.00 Both AON INSURANCE and Trafalgar misled us about our refund. They would each say it was up to the other one and never get back to us. We tried to dispute the charges but were told that WE had cancelled the trip when in fact they made no effort to connect with us so we could join them.Both companies were dishonest and misleading to us.

  Business response

  04/20/2023

  Thank you for your comments and we are very sorry to learn of what transpired.  Please email us at ************************ for assistance and we will gladly look into this further upon receipt.  Thank you again!

*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. ↩