ComplaintsforTrafalgar Tours West Inc

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I booked a once-in-a-lifetime trip for our son and us. We were so excited to travel to Europe with Trafalgar Tours on a guided tour called the "European Traveler" 10-day package. It was scheduled for June 2020. A total of $6900 was paid in full by February 25, 2020. Due to the global pandemic, Trafalgar canceled the tour in April 2020 and issued us a "future travel credit" good through December 2022. We have reached out to Trafalgar on two occasions to explain our situation and ask for a full refund. Still, they continue to deny the refund, only offering future travel credit. Because of the pandemic, we could not travel in 2021 and decided to travel in July 2022, but now Trafalgar is asking $1500 more for the same trip, which we can not afford. When I called and raised the concern with Trafalgar price hike and how Trafalgar held our money for two years. I requested that my trip be the same price as before or refund the money, and I was denied again.

  Business response

  03/03/2022

  I am so sorry to learn of your disappointment.  Our records show that your booking was made through AAA Travel, and our contracts require that we communicate with your Travel Agent prior to departure.  As a result, please reach out to your Agent and have them email your request to *************************************************************** with any extenuating circumstances preventing your travels in the future.  We look forward to working with your Agent and reaching a resolution.

  Customer response

  03/07/2022

  Hello - We reached out to your agent and tried to connect with guest relations via email, but we have not heard back. Is there a phone number or guest relations can call our agent or me directly to address the issue.

  Thanks

  Sandeep

  Business response

  03/08/2022

  You can certainly call ************ and select Option 2 to work with our ******* Services team who is aware of your situation.  Thank you! 

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Hi,Where to even start?! I purchased a trip traveling to Europe March 3,2022 to March 13,2022 with my mother for a birthday celebration on the date of November 8,2021.The deposit was $800.00 each for a total of $1600.00. On December 3,2021 an email was sent to myself stating 'Due to operational and lack of participation, we have made the difficult decision and have been forced to withdraw the 04-Mar 2022 departure of European Traveler that our guests are booked on.'I decided to receive a full refund of funds on file. The email I received was on December 3,2021 - ' ....starting the refunding process of $1,678.00 ; our accounting team is backed up, may take up to ***** days.I reached out via email December 14,2021 inquiring about the refund.The reply I receive on December 15,2021 - ' accounting is still backed up; my supervisor is not in office - contact our guest relations.'It is now March 1,2022 - Still no refund.I have recently sent an email as of today - March 1, 2022 relaying I am reporting to BBB and will pursue other avenues if needed to get the refund. I am hoping BBB can help me obtain my refund as well as my interest charges that have accumulated over these pasts months.I would also like to notify the future public/clients/guest of how this company operates and to steer FAR AWAY from this company.

  Business response

  03/02/2022

  We are so sorry to learn of the delay in processing our guests' refund.  Please feel free to email *************************************************************** and our Manager will work with you and our Accounting Team moving forward.

  Customer response

  03/02/2022

  I want my refund immediately!

  A member of guest relations can contact me at ************ if needed.

  All of the credit information is already in system - refund can be processed 

  Business response

  03/02/2022

  We do require our guests to email Guest Relations in order to review all refund requests.  Our Manger is awaiting your email communication and will handle your file with priority.

  Customer response

  03/03/2022

  I have record of multiple emails sent. The latest email was sent to guest relations on March 1,2022 with still no response.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a tour with trafalgar during the pandemic which would have started spetember of 2021. That tour was paid in full and cancelled by them. My money was refunded. I them book another tour for October of 2021 to a different place which I was told was guaranteed. That tour was also paid in full. I spent over three months between my travel agent and citi Bank ( my charge card company) trying to get a refund.The only concession they gave me at the end of all the aggrevation was they would increase the time I had to take the tour. This was in January and supposedly my credit was only good for 2022. They have increased the time span to 2023. Even though things seem to be improving I am 72 and not comfortable with foreign country traveling. This involves almost $3,000.00 and I understand what a horrible time this had been for businesses, but I am a VERY unhappy customer , and I was brought up to believe the customer is always right. Someone suggested I try you people.

  Business response

  02/28/2022

  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

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My *********** along with a friend booked a trip through AAA to Ireland for our 50th anniversary on November 08,2019. We paid for the trip in full on December 12,2019 $11,961.21 for the 3 of us, depart date October 2020. When the trip was canceled due to Covid, we were issued a travel credit for the full amount. We have since booked 3 different trips that have not taken place. I would like a refund for the full amount. Ive been told by our AAA agent that Trafalger will not refund any money. Ive tried reaching out to them myself, but get no response to email. My *********** are in our 70s, Im a cancer ************* friend is a pediatrician. We live on a fixed income. I tried having the credit card company get us a refund, but the claim is too old. Trafalger has held our money for two & a half years. They dont have a full schedule of trips that are even guaranteed at this point. We arent interested in going back to Europe. While theyre taking more Covid precautions, the trip we would sign up for might not be what we get. If we did get sick it would be our expense to get home. I appreciate any help you can give us in getting a full refund.

  Business response

  02/22/2022

  I am so sorry to learn of our guests' upset!  We do not have any emails pertaining to booking B546088 in Guest Relations.  Please email us at *************************************************************** with your enquiry and we will gladly review and respond with our findings.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am *********************-My wife, ******* and I booked a trip with Trafalgar called the "Best of ******" on June 29 2021-The travel was to commence on April 17 2022-The agent was *************************-At the time of booking, and because of the ***** issues that have specifically impacted us as a family, and travel in general, we made a point of asking more than once, if our deposit was refundable -**************** assured us that it was up to 30 days prior to travel-we gave our credit card info and paid $400 -I received a confirmation receipt (attached) for the trip which states, "No risk deposit+ unlimited changes up to 30 days before travel" I called on 12/20/21 to cancel our trip for personal reasons- I was told by an agent that I would only receive a credit-This is contrary to what **************** told us-I asked for a supervisor and was transferred to "*********"-when I did not get any satisfaction from *********, I asked to speak to someone above the her -I was given the name, *********************, as her manager-However, ********* informed me that ****************, was vacation until Jan 6 2022 and that he would call me when he returned to work.Not having heard from ****************, I called on 1/17/22 and spoke to "******" who again said **************** was not available and would call me-it's been a week and still no contact from him-At a minimum I can tell say that I am very disappointed in Trafalgar as a whole and specifically their customer service-Looking on-line, I have found that I am not alone especially when it comes to refunds-I would like that our deposit be refunded to the credit card used when I booked the trip- A "credit" is of no use to us if it's never used and therefore presents a "risk" to us of losing our $400 I've attached the document that I printed from Trafalgar's web page-(please excuse the handwritten notations)

  Business response

  01/25/2022

  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

  01/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We signed a contract on January 18, 2020, through *** ******* for a trip with Trafalgar to Germany for my wife, daughter and myself for travel in April 2020. The contract was signed and paid before COVID hit. The amount we paid initially was $7,807.86 which included travel insurance. This was a trip to Germany for my wife, daughter and myself that was to occur in April 2020. When COVID hit, all travel was put on hold. We were told that we would have until October 31, 2020 to book another trip. If we waited till after then there would be a 30% penalty. That date subsequently got pushed out because of the extension of travel bans due to COVID. We tried to get our money returned and our request was refused. The travel insurance would not pay out because of COVID, but we were able to get the travel insurance premium refunded. We have been told we have a travel credit available to use with Trafalgar in the amount of $7,360.86. When we went to book a trip with Trafalgar here in the United States, we were told that their requirements are that we have to be vaccinated from COVID in order to travel on a trip even though that trip is located within the United States. My wife, daughter and I have had COVID, June 2021, and have been told by our doctor that we do not need to take the vaccine now, because we are even better off since we have natural immunities. When we booked with Trafalgar in January 2020, they did not have any vaccine requirements at that time, this was implemented after we have booked. We said if we can't book a trip, then we want a refund. Trafalgar is denying us a refund. With the Supreme Court now throwing out the vaccine mandates, how can Trafalgar change their rules after our initial booking of our trip. If we cannot be allowed to book a trip here within the United States without having to be vaccinated, then we want our credit balance of $7,360.86 refunded to us.

  Business response

  01/16/2022

  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

  01/17/2022

  I have sent an email to ********************************* for a refund of my credit balance along with a copy of the travel credit that I have on file (I attached a copy for your reference).  I have explained in my email that their vaccination requirement for travel was put in place after the initial booking of our trip in January 2020.  I also pointed out the medical reasons as to why we are not getting vaccinated.  I will not close my complaint until I have received a refund of my travel credit.

  Business response

  01/18/2022

  We have responded with an offer and asked for additional information if declined.  We are awaiting further communication before we proceed.  Thank you!

  Customer response

  01/25/2022

  
  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

  01/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I booked our 20th Anniversary trip with Trafalgar for the European Highlights trip. The trip was invoiced on 1/09/2020 (invoice ********) for travel from 6/07/2020 through 6/14/2020. We paid the invoice in two installments for a total $6,925.78 (Booking Reference TTUSAS B570852). Due to the pandemic, the trip was eventually cancelled by Trafalgar and they issued us a credit available through December 2022. We requested a refund and were declined.By chance, my wife visited trafalgar.com on December 24, 2021 and discovered a message about the newly instated COVID-19 vaccination requirement. We have no record of this being communicated to us. Since we cannot meet this new requirement, we requested a refund and were again declined.At this point, there seems to be no remedy to the situation. With nearly $7,000 tied up as credit that *** never be usable, we feel that Trafalgar is holding our money hostage without even considering a refund. That is a significant amount of money to withhold from a customer, it's unacceptable, and it's not right.

  Business response

  01/10/2022

  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

  01/14/2022

  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

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We booked a Trafalgar trip to Ireland and Scotland for September 2020 going through AAA in January 2020 but Trafalgar cancelled the trip in July 2020 due to Covid-19 and refused to refund our money of $6,983.76. Per our agent in AAA, we were advised that Trafalgar would only provide future travel credit that would expire. So to not lose the money, we rebooked the trip in Jan. 2021 for travel in August 2021 and paid an additional 126.24 for a total money to Trafalgar in the amount of $7,110.00. We found out in early August 2021 after we inquired why we had not received upcoming travel information that Trafalgar had again cancelled the trip even though we met their mandated Covid-19 vaccine requirement due to issues with travel. They would not talk to me directly but would only work through AAA as they booked the original trips. Per AAA, Trafalgar has repeatedly refused to refund our money and would only provide a travel credit that is due to expire at the end of 2022. Now, in my discussions with AAA and seeing the news of additional Covid-19 variants, there is doubt if Trafalgar can ever provide the service we paid for almost 2 years ago due to the issues with Covid-19 and travel to Europe. There is a real danger they will keep our $7,110.00 when the "credit" expires and they are not able or willing to provide the trip we paid for. We want our refund as they have not provided the service we paid for in January 2020 and February 2021.

  Business response

  12/19/2021

  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

  12/21/2021

  
  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 as long as Trafalgar refunds my $7,110.00 they received in 2020 and 2021 with no delivery of service as they indicate in their response to BBB.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********  
   
  

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My father used a large chunk of his life savings to book a once-in-a-lifetime trip for him, myself, and my son. We were so excited to travel to France with Trafalgar Tours on a guided tour called "Treasures of France Including Normandy," Booking # *******. It was scheduled for June 19-26, 2020. A total of $10,330.79 was paid in full by February 25, 2020, Invoice # ********. Due to the global pandemic, Trafalgar cancelled the tour on April 13, 2020 and issued us a "future travel credit" good through December, 2022. Because of the pandemic, we haven't yet felt safe for international travel, and now my father is 75, his health is declining rapidly from dementia, and he is no longer able to travel to France for that length of time. We have reached out to Trafalgar on two occasions to explain our situation and to ask for a full refund, but they continue to deny the refund, only offering the future travel credit. If it is relevant, we also paid for travel insurance through AAA(our travel agent). I have attached invoices from Trafalgar(for the cost of the tour) and for the travel insurance from AAA. Thank you for your help.

  Business response

  12/01/2021

  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

  11/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Scenario: I purchased a Trafalgar "Contrasts of Italy" trip for my husband and I to celebrate our 10 year wedding anniversary. I purchased this trip with a deposit on 1/27/2020 and then paid in full on 2/27/2020. The total amount paid was $7,259.76. Included in this purchase was trip insurance and plane fare through Costco Travel. We were to leave on 10/4/2020. With Covid-19 and the onslaught to Italy, we cancelled our trip in March 2020. I asked for a refund and was told that there were no refunds being issued. I asked about using my travel insurance and filing a claim and was told that if I filed a claim that it would have to meet certain criteria for a refund and would most likely be a voucher minus plane fare and travel insurance monies. This was very upsetting as I purchased the travel insurance for this very reason. Even with the extenuating circumstances of covid-19 manifesting worldwide the company was not offering refunds and I was steered away from making an insurance claim. I was told that my entire trip would be placed on a voucher for future use. Now it is over a year and a half later and there is still great uncertainty with this virus and its variants. My husband and I do not feel safe to travel, especially with a tour group and the possible exposures. We do not foresee being able to use this voucher anytime soon due to the world-wide pandemic. Additionally, my husband has co-morbidities that place him in a higher risk category of potentially having covid-19 complications. Request: We are requesting a full refund of our trip purchase equal to $7259.76. Trip #*******. ****** and **** **********

  Business response

  11/22/2021

  Our guest has emailed Guest Relations directly and we have responded this morning.  We are looking forward to their response!

*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. ↩