ComplaintsforTrafalgar Tours West Inc
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Complaint Details
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Initial Complaint
08/30/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
In July of 2019 my friend and I booked a trip through Trafalgar to ******, Vienna and ******** to celebrate our retirement. Our trip was scheduled to depart in June of 2020. In May of 2020 I went onto my account and discovered that our trip was cancelled by Trafalgar (with no explanation) and we had been issued a voucher, which will expire on 12/31/2022. When we contacted Trafalgar by phone we were advised that we will not be issued a refund, even though we purchased travel insurance, and were told that we would be refunded for any reason of cancellation. We have since filed claims with their insurance co., AON, and have been denied. Trafalgar is holding our $2923.50 times two, and have issued a voucher which at this time is not even usable, as the ** has banned Americans for travel!Business response
08/31/2021
We are so sorry to learn of our guests' upset regarding our suspended departures. Please email us at *************************************************************** for proper processing. We look forward to receiving your email!Initial Complaint
08/27/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On 10-22-2020 I booked a trip with Trafalgar Tours #B526561. On 7-16-2021, Trafalgar advised by email that this trip to ****** was suspended due to coronavirus travel restrictions. On 7-17-2021, I spoke with a Trafalgar representative and requested a full refund for this trip. She told me no refunds would be given, only future travel credits. Since then, I have tried to contact Trafalgar by phone to speak with a manager but long hold times have prevented me from speaking with anyone. On 7-20-2021, I sent Trafalgar an email through their website requesting a full refund. The only response has been an email from Trafalgar on 7-20-2021 that their "customer enquiry volume is immense right now."I am requesting a full refund of $7,642.38. At this point, I am insure due to age and health whether or when my husband and I will be able to travel with a guided tour.Business response
08/28/2021
We are so sorry to learn of our guests' upset regarding our suspended departures. Please email us at *************************************************************** for proper processing. We look forward to receiving your email!Initial Complaint
08/02/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
In early Jan. 2020, my two sisters and I booked a once in a lifetime trip through AAA using Trafalgar Tours for travel to begin September, 2020. (This was booked Pre-Covid providing refunds instead of credits.) Due to the emergence of Covid-19 the Sept. 2020 tour was cancelled. Consequently, we rebooked, paid all fees, and sceduled a tour for September 4, 2021. On July 26, 2021, AAA notified us that Trafalgar "suspended" our tour offering us travel credit good through December, 2022. However, when inquiring when we would be receiving a refund, Trafalgar and AAA said they are only providing “travel credit” good for any trip through next year. I understand their need to protect themselves, but keeping funds and collecting interest on our money in order to survive, is not good business practice. Services were paid, but not received. Being seniors, we would like our funds returned to us, as soon as possible. Our Trafalgar Booking Number is *******.Business response
08/03/2021
We are so sorry to learn of our guests' upset regarding our suspended departures. Please email us at ********************************* for proper processing. We look forward to receiving your email!Customer response
08/03/2021
I would like to keep this complaint open with BBB until Trafalgar has responded satisfactorily to our complaint other than email them at quest relations.Business response
08/04/2021
Our Guest Relations Manager has responded to Joan directly and is awaiting further communication. Thank you!Customer response
08/14/2021
We are still working with AAA and Trafalgar to refund these charges, which we've been told could take 120 days. Once we receive a refund, I will close this complaint.Initial Complaint
07/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Please read the uploaded document. It explains the entire situation. Thank you.Business response
07/30/2021
We are so sorry to learn of our guests' upset regarding our suspended departures. Please email us at *************************************************************** for proper processing. We look forward to receiving your email!
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Customer Complaints Summary
112 total complaints in the last 3 years.
12 complaints closed in the last 12 months.