ComplaintsforTrafalgar Tours West Inc

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I booked the Grand Italian experience originally for June 2020 tour. Our payment was paid in full December 13, 2019 for $*********. It was canceled in March, due to covid. Because our contract showed monetary refunds with cancellation fees, we have the papers to prove it, and were confident we decided to rebook for June 2021, our money traveled to next booking and in April that tour was cancelled due to covid,again our money traveled to a rebooking for September 2022. Trafalgar has had our $ ********* since 2019. We decided at this time that we want our money refunded Trafalgar company decided to mandate a personal medical procedure as in vacine and booster to travel within their company. This is over reach. We contacted them with our decision to cancel, and they said We can only have travel credit. This has been two years of them holding our money. They suggest booking 2023! They should honor our original booking information that had refunds available with cancellation fee.. This has been a stressful 2 years, our booking number is B525119

  Business response

  11/09/2021

  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!Tell us why here...

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled a trip through Trafalgar with friends last year (2020) which we opted to postpone instead of cancel due to Covid-19. In July, we decided we weren't comfortable traveling to Europe due to increasing cases of covid 19 and canceled the trip. On July 13, 2021, we were notified through our travel agent that Trafalgar would refund our travel funds minus the deposit and trip insurance. I submitted the cancellation form as requested but still have not received my refund after repeated inquiries on the status even though all other travelers in my group received their refunds at the beginning of September. As of today, I still don't have the refund which was supposed to be mailed last week per the most recent email received from Trafalgar on October 19.

  Business response

  10/30/2021

  Our guest can certainly follow up with us by emailing ***************************************************************.  Thank you!

  Customer response

  10/30/2021

  The travel agent I booked the trip with has been in contact on multiple occasions with a Trafalgar representative (who has now gone on Maternity leave effective 10/27) since July 13th with no resolution.   I honestly don't see what sending an email to guest relations will accomplish.  If Trafalgar values me as a customer, someone can contact me directly to resolve this issue and apologize.  They have my contact information as well as my money.   

  Business response

  10/31/2021

  We require concerns such as these to be submitted in writing, so our guest can certainly email Guest Relations or have her Travel Agent email on her behalf.  We look forward to communicating soon!

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I booked a tour of Britain and Ireland through Costsaver Tours (an affiliate of Trafalgar Tours West) on or around September 30th for a week in September 2022. Booking number A058190. I paid the $400 deposit on or around October 6th via credit card. Unfortunately, I could not guarantee that week off of work so I called Costsaver customer service on or around October 18th to cancel the trip. I confirmed with the representative that I was canceling within the 30 day window from my booking date so I was eligible to receive my $400 deposit back. She submitted the refund request to be credited back to my credit card on file. I did receive confirmation of that via email, which also claims that the refund was issued on October 19th but there is no reference number suggesting that is the case and it is not pending with my bank. I also, per their request, submitted my cancelation request in writing that same day.However, the representative told me, to my shock, that the refund would take "several months" to be credited back to my card. That is completely outrageous. If I had known this, I would never EVER have booked through them. An electronic refund to a credit card on file should take days, not months. I am now desperately in need of the money back and no one there will help me. I'm getting the run around or silence when I ask when to expect my $400 back. I just want my refund. This is really hurting my family.

  Business response

  10/23/2021

  Our Guest Relations Manager has responded to our guest this morning after her email was received.  Any additional concerns can be submitted to *************************************************************** for processing.

  Customer response

  10/27/2021

  I did receive an email from the business in response to my complaint.  However, it was just an excuse as to why it takes 90 days to process a simple refund.  I do not accept their response.  They have done nothing to make it right and their refusal to timely process my refund is financially hurting me and my family.  We had no idea this was how they do business.  I reiterate my request that they please issue me my refund.  Its a simple request and if they have so much difficulty doing so, perhaps they should revise their business practices so they are able to properly refund their customers.  Please help. 

  Business response

  10/28/2021

  Our guest can certainly respond to *************************************************************** with any further concerns and we will gladly review again!  Thank you!

  Customer response

  10/28/2021

  I reject their response.  Referring me - yet again - to reach out to an email address that does nothing but give excuses as to why it takes 90 days to process a simple refund rather than work to resolve the issue (like actually issuing my refund) is a waste of my time and your time.  They have enough information to fix the problem but are actively choosing not to.  If they want to make things right, they know my information.  They know my booking number.  They know my credit card number.  They know that they owe me $400.  And they know how to fix it and it's very very easy to do.  Anything other than a timely refund is, again, a waste of everyone's time.  I'm very disappointed in this business and my poor decision to book with them.  They had the chance to keep me as a customer if they had just treated me properly.  I plan to book many, many trips in the future but, at this point, none of them will be with Costsaver.  I hope anyone reading this will heed my warning - DO NOT DO BUSINESS WITH THEM (unless waiting 90 days for a refund is your idea of fun. It's certainly not mine).

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a Sept 2021 trip to ****** cancelled by Trafalgar. Since the time between when I paid Trafalgar for the trip and when the cancellation was made was less than 30 days, I was covered under their "Peace of Mind" policy and due a full refund (not a trip credit). Trafalgar agreed to the full refund of $6361 on 9/8/21. I received invoices confirming the full refund of $6361 would be credited to my credit card (Invoices ******** and ********). I have still not received the credit back to my credit card. I called Trafalgar on 10/20/21 at ************ and spoke to ********** and he said he see's that the credit refund is "in process" but it could take up to 90 days to issue?! This is unacceptable. Trafalgar is not due these funds and shouldn't be holding them for 3 MONTHS!! I have an outstanding balance "due" to my credit card that isn't due and this is affecting my credit report. Trafalgar is able to settle credit cards DAILY when they want to collect from people, but can take 90 days to settle a refund transaction?!?! That is unacceptable and a shady business practice.

  Business response

  10/23/2021

  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

  10/25/2021

  The response from the business doesn't make sense.  They are using COVID as an excuse to not process the refund for up to 90 days.  It is not a manual process and can easily be reversed/credited back in their merchant processing system.  Trafalgar is using lack of in office staff as an excuse, but is able to process collections daily..but doesn't prioritize refunds that are owed to customers.  I have previously used Trafalgar for a travel and think this is very unprofessional and inexcusable on their part.

  Business response

  10/25/2021

  Our guest can certainly continue to work with our Guest Relations Manager, and respond to the email for further assistance. Thank you!

  Customer response

  10/28/2021

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the paternal grandmother. The maternal *************** planned a 2020 Trafalgar ************* Tour for our Granddaughter. The tour was for June 4 to 13, 2020, and Trafalgar cancelled the tour on April 13, 2020. Trafalgar will not reimburse our funds. I am now 75 years old and the other Grandmother is in her late 60s and has developed back problems. None of us is able to make foreseeable travel plans. The Booking Reservation No. was B532206. I paid for the trip using my **** and Discover cards. The maternal Grandmother's specialist said she could not travel after 1/1/21. Please help me get our funds back. Sincerely, *************************

  Business response

  10/08/2021

  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

  10/04/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The Following is our conflict with Manulife ( Trafalgar's Insurer)Policy No. TDC6863175 Claim No. 1844151.Good morning, I am writing and sending information to support an appeal for trip reimbursement.In 2019, as a group of four (two couples), made plans to visit Scotland in the summer of 2020; this trip was paid in full by December 2019 to secure our spots. As a result of the global COVID-19 pandemic, we declined to travel in 2020 and accepted a travel credit for 2021, at no cost to us (same trip and same dates). In 2021, we opted not to travel due to the same reason, as there was a ******** Government Advisory Level 3 in effect, stating to avoid non-essential travel outside of ******. We have decided not to travel abroad for a very long time and as such have requested 100% of our money to be returned.Please find enclosed copies of the trip cancellation documentation which were submitted for initial review. I want it to be clear that we do not have a future travel credit

  Business response

  10/05/2021

  This booking was made by our ****** office and not our office here in *****************.  Therefore, we are unable to research the booking or review their concerns.  Our guests will have to email *************************** for assistance.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am filing a rebuttal for Trafalgar tours so called answer to my claim. I did recontact them with the email they provided, and they gave me a complete runaround, with absolutely no answers or resolutions for our problem. I filed a claim with the BBB on September 14, 2021 claim #********, pertaining to the issue that Trafalgar tours will not offer me a refund since they changed their original stipulations for a travel voucher. They are mandating that everyone who travels with them be vaccinated through December of 2022, which was put in place September 1 of 2021. When my husband and I decided to rebook a tour this last February of 2021, which was originally cancelled because of covid,(our original booking was in September of 2020), there was Not a vaccine mandate in place. We are not going to vaccinated due to religious and medical reasons, therefor, we feel, because they changed the conditions of our original travel agreement, that we are entitled to a full refund.

  Business response

  09/29/2021

  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

  09/29/2021

  I am not accepting their response, as it is the same response they gave me last time.

  When I follow the link they sent, they send me to a website for lawyers from ******, but when you read carefully, they are not lawyers at all,but advisors you have to pay for.

  This is just another runaround,and we will not accept it. It does not resolve our issue.

  Business response

  09/30/2021

  We do not show any emails received to our Guest Relations email address previously provided.  Once an email is received there, we will respond as soon as possible.  Thank you!

  Customer response

  09/30/2021

  Trafalgar guest relations page does not provide a link to be able to respond in an e-mail, so I cannot correctly respond as they requested.  When I call, I get the same runaround that I have so many, many times before....they do not give refunds, only travel vouchers.  The travel vouchers are only good through Dec 31, 2022, and that is the same time period that the vaccine mandate is set for.  Now you can see our issue.

  Customer response

  12/09/2021

  Good afternoon,

  I am sending you the information you requested.  We spoke with  Trafalgar tours,  they agreed to extend our travel voucher into 2023.

  We agreed to those terms ONLY if they do not require us to be be vaccinated (again at the time we signed up for this particular tour, there was not a vaccine mandate in place. We purchased this tour in February of 2021, from a previous voucher we had from them because of the cancellation of our Italy tour we purchased in December of 2019- set to take place in February of 2020) If that is still the case in 2023, then we told them we expect a refund.

  I  have copies of the e-mail conversation that took place.why here...

  Thank you for taking the time to review our case.

  Respectfully,

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

  Business response

  01/14/2022

  On 10/03/2021 our guests accepted our compensation offer which was applied to their booking.  Any new concerns from this date on would need to be submitted to Guest Relations for review, and we look forward to receiving their 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.

   

  I also want to note, that in my response and acceptance of Trafalgars offer, I did state its conditional on there no longer requiring my husband and I to be vaccinated to travel with them.  If that is the case, I did also tell them we expect a full refund.

  Trafalgar tours has had our money since December of 2019, now totaling over $8700.00.
  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  09/19/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My family scheduled a July train and bus tour of the ******** Rockies with Trafalgar Tours in February of 2020. This tour was canceled by Trafalgar when the ******** government closed the border. We took a travel voucher credit and in February of 2021 scheduled a July trip to the US pacific Northwest. This tour was also canceled by Trafalgar with the excuse of ****** tightening Covid 19 rules, months before the scheduled departure. With additional charges for the 2021 trip the total paid for the tours not provided was $9788.37.Trafalgar will only provide a voucher for travel expiring in 2022. They have refused to refund through AAA and stonewalled MasterCard. The trips included our son who will be in graduate school in 2022.

  Business response

  09/20/2021

  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

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We are waiting to get our refund back on our cancelled trip to France. The trip was called: "JEWELS OF FRANCE". The confirmation number is: *************. The trip was booked on May 5, 2021. The total refund is $4,022.26 The trip was cancelled on July 30, 2021. We have called Cost Saver 4 times, with NO RESULTS ON WHEN WE ARE GOING TO GET OUR REFUND. The calls were made on August 5, 12, 23, 30 2021. The phone number is: Cost Saver Tel: **************. The Trafalgar phone number is Tel; ************** I told them on August 30, 2021, I would be reporting them to The Chicago BETTER BUSINESS BUREAU, if I did get a date on my refund. They said we would have to wait, but NEVER TOLD US WHEN WE WOULD GET THE REFUND? I need you to call them and tell them we want out REFUND NOW. Please help us get back our $4,022.26 refund for the cancelled trip made by them. Thank You, ****** ** ***** (Cell: ************) **** ** ***** (Cell; ************)

  Business response

  09/08/2021

  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

  09/08/2021

  I emailed quest relations at Trafalgar, with our invoice for  a full refund for our cancelled trip.

  I will not accept anything from them until we get our full refund of $4,022.26 back on our credit card.

  Sincerely,

  *** and **** *****.

  Business response

  09/09/2021

  We have responded to our guest on the 8th of September regarding their reservation.

  Customer response

  09/10/2021

  We still will not accept this answer from them. They have not given us our refund back of $4,022.26 for our cancelled trip to France. We are still waiting for the refund.

  Sam Scola

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a trip on Dec 20, 2019, with Trafalger through AAA. I was told before booking that Trafalgar would refund our money if they canceled the trip. The trip was canceled due to COVID. We were told Trafalgar was not offering refunds, only travel vouchers. The same trip was not offered the following year, and we did not feel comfortable traveling due to COVID. I again requested a refund, and AAA refunded the trip insurance but said Trafalgar would not refund our money ($8,762). I spoke with AAA again today (9/2/2021) requesting a refund and was told the only option is to keep the travel voucher and attempt to extend the voucher if we cant travel by 12/31/2022. COVID is still an issue, and I dont know when we will be able to travel again as I am immune compromised. I dont want to book antoerh trip at an increased price and fear it will be canceled again. I want my money back. I need this money for basic necessities to live. Booking #B563593, Company reference #CST # *******-20.

  Business response

  09/03/2021

  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

  09/03/2021

   

   

   

  Their response was for me to contact them. They did not say there would be any type of resolution and or a refund. So, I do not except the response. I will email them as they have requested, but my acceptance of the response will depend on what they are willing to do in my case.

  Business response

  09/04/2021

  We have responded to our guests' email and are currently awaiting their communication.

  Customer response

  09/07/2021

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** Pisa
  
   
  

*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. ↩