ComplaintsforTrafalgar Tours West Inc
Travel Agency
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Complaint Details
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Initial Complaint
04/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On December 18, 2022 we were to go to ****** and ********. We booked or trio thru trafalgar tours. We took insurance as well. Because of airplane problems we got to ****** 15 minutes after they close the gate. We contacted Trafalgar. They could not get us to ****** until the following day and then it would be up to us to find our tour group in Valencia by either flying or taking a train. Now we are looking at missing 2 days of our trio We would have to pay for a flight or train and our hotel room by ourselves. They didnt even try to help us. We came home and filled out request for refunds. Trafalgar tours then told us that they are not responsible for refunding our money that they gave our insurance money to AON. When we contacted AON, they said give them 30 days. They have said thar every 30 days since We have called, emailed, have a credit card disputing the money and we got back half. Last week when I talked to someone at AON she was unaware of any conversation or emails. She even asked if we made any part of our trip to *****.she had no idea we didnt make any of our trip. It seems no one there is willing to help or read anything that we have sent. We are out $1522 because Trafalgar wont give us our money back nor will AON. Trafalgar was only too happy to get all of our money if we paid in a week of booking the trip. It is now April 19 and we have not heard from anyone from either of these companies. It may not seem like a lot of money to them, but it was to us. Not only are we out a huge amount, but our Christmas was ruined. neither of these companies cared about us because they made money from us.Business response
04/20/2023
We are so sorry to learn of what transpired! Please email us at ************************ with your concerns and we will forward them to ***'s Management Team on your behalf. Thank you again!Customer response
04/20/2023
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
03/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a past Trafalgar traveler. 2x to ***** with my husband. I am attempting a 3rd tour with my husband and son. Called a week ago to book and was told they needed to confirm a triple room. It's been one week and I can't get confirmation of the room nor the tour. Called 3x an waited on hold close to 2 hours. No response. Can't book flights and they r filling up. Calling ******** Tours now. No more Trafalgar for this family.Business response
03/03/2023
Thank you for your comments and we are very sorry to know that the hold times are providing a negative experience for you. I have sent your request to our *********************** team and asked that someone reach out to you directly to discuss your concerns and your reservation. Thank you again and we hope to be in contact with you soon!Customer response
03/06/2023
The business is not understanding the issue. They keep telling me the room accomodations for 3 had to be approved. However, I was told by the representative that the room WAS in fact approved and that there was no room on the tour for us. When we initally booked, *******. told us there was room on the tour they just had to wait for room approval for 3. There is a failure to communicate with this business and after two prior tours, I will no longer be traveling with them.
*****************************
Business response
03/06/2023
We are sorry to learn of your continued upset. I have sent this through to our *********************** team, and we will be in touch with you as soon as possible.Initial Complaint
03/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We are 80 years of age. 3 years ago we booked a tour with Trafalgar tours of WW1WW2 Battlefields. We paid for the trip which was cancelled because of the ***** pandemic. We had cancellation insurance but because we were issued a voucher A347617 in the amount of $2345.24 the insurance company would not reimburse us the outstanding amount. We do not feel we are physically capable of taking this trip again after three years and want a refund of our outstanding money. Numerous attempts have been made in an attempt to contact Trafalgar Tours vis telephone , e mail, chat line with no success . We did receive a telephone call fro ********************* travel agent with Trafalgar indicating we would receive a refund within a week. That was over 3 weeks ago and still no refund I have nothing in writing or otherwise to confirm the refund They have had our money for three years including interest. All we want is our money backBusiness response
03/01/2023
Thank you for your communication! We are happy to work with you on this and ask that you email us with your request at ************************. We'll gladly review your case once your email is received, and we look forward to doing so. Thank you again!Initial Complaint
02/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Paid for insurance with Trafalgar. Theyre holding my money hostage. Flight cancelled resulting in trip being impacted. Policy says that it pays out when flight is cancelled and no flights available for 24 hrs. Next available flight was 72 hrs. Open / shut case. Happened in May 2022. Every time I call its please allow 30 days before following up. Were processing your request. I can request a timeline. No ETA is ever provided. Almost a year now of having $10K tied up. Class action suit coming !!!Business response
02/28/2023
Thank you for your comments and I am very sorry to learn of what is going on with your claim. It looks like your concerns are with Aon, the travel insurance provider *********** with. You can certainly continue to follow up with them, however we hold no responsibility within their claims process. As a result, we are unable to investigate or provide you with any updates regarding your Aon claim. You can also email our Guest Relations Team at ************************ with your booking number and Aon claims number, and we can request an escalation of your claim, which may help in providing you with a resolution. Thank you again!Initial Complaint
02/24/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I would like a refund on the second part of the trip. I got sick and had to return home from *******. Went to ****** and would have loved to stay and then go on to *****. I hope to do it again. I have already sent documents to you and to the ************** *********************Business response
02/24/2023
Thank you for your comments! Please feel free to email your request to ************************* for processing. However if you departed your trip early, you can certainly file a claim with your Travel Insurance Provider if you purchased coverage for your trip. Thank you again!Initial Complaint
02/15/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
In October, we booked a trip with Trafalgar Tours (through ****** travel which is just an intermediary) to go to ****- ************ in June. Since December there has been pronounced political unrest there with riots and strikes and shootings and the spots are closed and tourists have been stranded. Not looking like a settlement is imminent. I have been trying to reach ****** Travel- Trafalgar to cancel and rebook another trip for same time (or at least delay a large payment due very soon) and have met with incredible dysfunction that has stymied me. They don't respond well or functionally to emails and their representatives aren't able to do anything that way. They refuse to make calls as a policy. They tell you that you have to call. But they also don't answer the phones. I have called 5 times- on hold over an hour for 3 and over two hours twice with no one picking up. In a round about way, I was told their hold time is 4 hours which is insane and unacceptable. I can't possibly do that at work or even really on a weekend and I shouldn't have to. I spoke with ****** travel itself but they have no involvement nor oversight with the Trafalgar bookings. As per below- we would like meaningful contact ideally by phone but could be emails that accomplish something- we want to cancel **** trip (currently war zone) and take a Trafalgar credit for our deposits and then get away from "****** Travel" and have our own travel agent book a new trip for us. trafalgar will still get the business. I have to say that this is the 5th time we have used them and we don't deserve to be treated this way and certainly won't want to use them again if this situation can't be improved uponBusiness response
02/15/2023
Thank you for your email! Please feel free to email us at ************************ and we will gladly assist you. To date, we do not show any communication from your email address and look forward to receiving your correspondence.Customer response
02/15/2023
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
02/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We booked a trip to ******** on 4 Oct 2022. Trafalgar was quick to response to our questions, within 24 hours, sometime multiple emails a day. We decided to take the trip and paid the almost $8,000 dollars requested. Trafalgar sent our invoice and said to call them to arrange arrival hotel and transfers. We have called dozens of times, been on hold for multiple hours and NEVER been able to get anyone on the phone. When we fill out the online help request it takes several weeks to get get a reply and the reply is always call us for assistance!!! At this point we have been trying to make arrangements for 3 months and have lost any hope that Trafalgar will be of any assistance. Apparently once they have your money youre on your own!I have read all the generic responses by Trafalgar about being inundated with calls. This is not an answer, just an excuse and is not acceptable. They sure didnt have a problem before they had our money.Resolution is simple, answer the phone and provide the assistance that was promised when we made the purchased the trip.Business response
02/12/2023
We do understand your concern, and appreciate you highlighting this with us. I have sent your case to our *********************** Team and asked that someone reach out to you as soon as possible. Thank you again!Initial Complaint
01/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Im trying to book a vacation package to *****/********. Ive been trying to call Trafalgar or ***************************** numerous times and have waited on the phone for hours. I started in November and did receive a quote from *******. *** tried to email & call to no avail. IF, I get a response to this complaint soon, I might still book a trip. If not, can Trafalgar just give me the contact info for Globus or another competitor?Business response
01/26/2023
Thank you for your feedback and we completely understand. We are inundated with calls at the moment and doing our best to process each communication in a timely manner. You are also welcome to utilize our chat, email, or online resources for assistance. We hope to resolve your concerns as soon as possible and are doing all that we can to create a booking for you. Thank you for your understanding!Initial Complaint
01/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We have booked a trip for this year with Trafalgar and have been trying to connect with them for days regarding said trip. We have called and waited on hold for hours as well as trying their contact us form, all to NO avail. We are wondering if Trafalgar has gone out of business, taking our money with them.Business response
01/19/2023
Thank you! We have escalated your concerns to our *********************** Team and are certain that someone will be in touch with you as soon as possible. Thank you again!Initial Complaint
01/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I booked Trafalgar's "Western Frontiers" scheduled for May 2020 and paid in full for 2 people. This tour was canceled due to Covid. We rebooked the tour "Western Frontiers end ******" for May 2021 and paid the extra for the extra night and gratuities up front, total paid $7032.35. Booking # B583732. This trip was also canceled by Trafalgar due to Covid. My husband and I are not vaccinated as required by Trafalgar so we could not travel with them in 2022. We recently learned that they are not requiring vaccinations or negative tests in 2023 so we are trying again to book this vacation or get a refund. I cannot get through to them on the phone. I have called numerous times and once waited 75 minutes on the line. I tried a chat request but it timed out.Business response
01/13/2023
Thank you for bringing this to our attention! We are sorry to know that our call volume is affecting your ability to rebook with us again. I have sent your information to our *********************** Team and asked that someone reach out to you as soon as possible. They may contact you via email, so please keep an eye on your junk or spam folders to ensure delivery. Thank you!
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Customer Complaints Summary
112 total complaints in the last 3 years.
12 complaints closed in the last 12 months.