ComplaintsforDaytripper Tours

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a gift certificate from this business for my mom for Mothers Day. She decided to redeem it for a trip this weekend and booked it. She came down with bronchitis and a severe cold a few days ago. She went to urgent care and has several prescriptions. She is negative for COVID. She called today to cancel the trip. They would not let her and will not refund any money or let her redeem the value for a different trip. Essentially, we are out the $150 I spent on a gift for her due to an event beyond her control. I called and spoke to the manager. She was not at all helpful and said their policy is no refunds 14 days or less prior to the trip. Her reason for not making an exception was that their business loses money. I asked for the owners info and she would not provide it. I asked her for the vendors info to see if they would refund daytripper, who could then refund us and she would not provide it. I informed her that per their policies, my mom could get on the bus as sick as she is and infect every other passenger. She is vaccinated and that is all that is required of somebody to go, even if they are very ill and/or negative for COVID. Despite that completely illogical, unreasonable policy, the manager declined to help at all. She would not accept proof of the illness, she would not provide any further information to help and she did not at all consider the unique circumstances of the situation. Another of which includes the fact that I, her only child, gets married in 2.5 weeks in Mexico and my mom plans/needs to travel for that. Going on a bus trip as sick as she is just so we dont lose any money could make her feel even worse, risk her getting even more sick and potentially risk hospitalization, and clearly puts every other passenger at risk. The manager would not consider anything and was rude in the process. We have used this company multiple times and clearly we are out money and this gift. I would like a refund and a formal complaint filed. Thank you.

  Business response

  12/02/2021

  The customer agreed to the terms and conditions when she used a $139 gift card for the trip, which has a deadline of 14 days prior to the departure date for cancellation. That is the point at which we commit to paying our service providers on the customer's behalf.

  Nevertheless, the reservations manager contacted the mother (not the daughter, who was recorded using profanity) that same day and made a one-time exception, providing the mother with a $100 gift card for future use. The mother was very appreciative and we considered the matter closed. We have not contacted her daughter, as our employees are trained not to engage with people who use profanity toward them. 

  Customer response

  12/06/2021

  Their response is consistent with what I thought it would be. Unresponsive to the complaint and issues as well as not providing an adequate remedy for it. Their manager said that I used profanity toward her. Interestingly enough, I only used it when describing the issue and why there was a problem with the policy. It was used as part of my conversation. I did not, nor would I ever, call anybody a name, nor was it directed toward her or anybody at their company. Listening to their alleged recording would corroborate that. Using that as an excuse to avoid a response is even more concerning as a business that, according to their own website and that manager's bio on it, prides itself on customer service. While the remedy they did provide is appreciated, it should have occurred before a complaint with the BBB had to occur. The fact, however, that it is not the full amount AND that it was accompanied with a response complaining about her daughter is evident that this company's last responsibility is to their customers. It's rude, incompetent, and sad. I expect a better response and a better remedy.

*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. ↩