ComplaintsforVacations By Rail

• Initial Complaint

  09/28/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Here's listing of significant complaints related to an ******* Train Tour Package we purchased at great personal expense - $7700+ (Invoice attached), for which we are seeking appropriate reimbursement: A. Exhausting Transfers: 1. Many Transfers were required from and to hotels, train stations and excursions, which were very time consuming (exceeding 1 hour@), anxiety producing, physically draining and costly. 2. Communications regarding transfers in Travel Documents (attached) were cryptic and confusing. When taking a "Gold ***** level "Tour", one should expect "no hassle", easy transfers, which not at all the case!B. "Gold ***** ****** were a significant disappointment, not worth the extra, highly promoted cost. 1. Most were more time consuming than other non "Gold ***** level hotels, being further away, requiring more time and effort making transfers. Also, because of their distant location, meal options were very limited and much more costly than non "Gold ***** level hotels. 2. Seldom staying at a Hotel more than 1 night, arriving early evening and leaving early the next morning for transfer shuttles, we were unable to use Hotel amenities.C. 3 of our 4 "Tour" Excursions were negatively impacted by weather, making late summer travel highly non-advisable, which should be noted pre-booking. The worse of which, the *********** "Adventure" involved wasting 8 hours riding on a bus with dew covered windows, down a very bumpy road in the rain, never able to see Denali nor much of anything.D. Train Travel was more a burden than benefit, including: 1. Many transfers, 2. Time delays, and 3. Needing to travel in packed School buses when the Train unable to complete travel. In the process: 4. I had a glass of OJ dumped on my lap, 5. A woman vomit in front of me, and 6. In tight quarters, unmasked passengers coughing raised Covid concerns, which I indeed later acquired. In summary, this "Tour Package" was very much oversold and a major disappointment - very costly!!

  

  Business response

  10/07/2022

  I am writing in response to Mr. ********* complaint.
  
  ******************** booked Vacations By Rails Deluxe ****** Highlights itinerary on April 27, 2022, via our call center. The phone call begins with ******************** stating that he is interested in the Deluxe ****** Highlights tour and that he wanted to know the price difference between levels of service. During this phone call, one of our Rail Specialists, ***********************, explains the difference between the levels of service, gives pricing,and reviews the day-by-day itinerary. ************** also checks train availability,explains the confirmation process, reviews terms and conditions, and warns of train availability challenges. The call ends with ******************** asking to book for the September 3, 2022 departure and providing his credit card. The duration of the phone call is 28m:55s.  This phone call was the only call made to our office reflected in our records for the number we have on file for ******************** *************).
  
  In his complaint, ******************** states,"Gold ************ were a significant disappointment, not worth the extra, highly promoted cost. During the aforementioned phone call, ************** explained that the **************** and **************** was significant for the train service. The Superior level would provide rail service in Gold Star and the Moderate level would provide rail service in Adventure Class. She explained the differences in these services dome car seating in Gold Star versus standard seating in Adventure Class. ************** explained that the hotels in ****** are rustic, and the level of service has less of a bearing on the hotels. She explained that even with ****************, the clients should expect on average 3 star properties. ******************** asked ************** what she thought was better and ************** stated that she hasnt personally been to ****** but in her booking experience previous clients preferred the ****************, but she explicitly stated that it is for the train experience.
  
  During the call, ************** also explained that the itinerary is an independent itinerary. She explained that the clients were traveling on their own and they would not be traveling with a group or a tour manager. At no point does she tell ******************** that transfers are included. Additionally,there is nothing stated in the highlights and inclusions on our website indicating transfers are included. Attached you will find the tour highlights and inclusions from the website. We apologize if ******************** was not clear on the inclusions of transfers and we apologize if the travel documents were not clear. The travel documents were emailed to ******************** on August 15, 2022. We wish ******************** would have contacted us so that we could have cleared up any confusion. We could have made recommendations regarding the transfers. Many of these destinations are small and we could have helped. While the transfers are on your own, they should not have been exhausting and, had we been given the chance, we could have given advice on how to proceed.
  
  With regards to some of the other complaints:weather, spilling of orange juice, a woman vomiting, unmasked passengers these are issues wholly out of the control of Vacations By Rail.
  
  Vacations By Rail has been in business for more than 17 years and has sent thousands of customers to ****** on escorted and independent tours. We strive to provide an enjoyable and memorable experience for all of our travelers. As you can see in the website attachment, this itinerary scores 4.5 out of 5. We regret that is did not meet the expectations of *********************** a gesture of goodwill, Vacations By Rail will refund 10% of the tour cost ($761.00)to offset his troubles and the disappointment with the tours altered due to weather.
  
  

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 2 I booked the ******** Rockies tour along with 2 of my friends. We requested and were told private cabins were available for the one overnight train. Originally we were on one reservation, but were told by **** at Vacations by Rail that the reservation needed to be divided into 3 separate reservations. We each paid the balance due for the tour within a few minutes of each other on June 2. We each received invoices noting the pricing for each of was for a private train cabin, and deluxe hotel rooms. We also each received a follow-up email confirming our reservations for private cabins were complete. On June 17, I received an email stating that private cabins were no longer available and asking me to call to advise them of our alternate preferences. One of the other parties called and was told ******* (the agent who had originally booked our reservations was working on this and would call one of us with updated info. No one in our party received a call back. I called on June 20 and was told by Bridge that only 2 cabins were available and they were assigned to the other 2 members of my group. I was told my options were to be assigned a berth in an open sleeping area of the train (******* emphasized this was not a cabin). Or pay an additional $1000.00 for a cabin in which I would be the only passenger. I asked to speak to a supervisor and was told I would have to wait for a call back and was assured the supervisor would call me back within 48 hours. No one called. I called on June 22 at 11am and was told they would put in another request for the supervisor to call me, but it would take another 48 hours to get a call back.

  

  Business response

  06/24/2022

  Dear ******,

  
  Thank you for contacting Vacations By Rail. We regret to hear of your experience. We have addressed your experience with our sales team and sales manager. At this point, you should have received a call from our sales manager, and you should have been offered the complimentary upgrade. We apologize that you did not receive the prompt resolution you deserved. This is not the type of service Vacations By Rail prides itself on offering and we are working to make sure this doesn't happen in the future. 

  
  Regards,
  Vacations By Rail

  Customer response

  06/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had a ***************** trip originally planned for December 2020. That trip was cancelled due to the pandemic. I was offered a refund of my $2,500 deposit and I originally said no because I truly wanted to go on the trip. I did however call back in a couple of days of realizing how bad the pandemic was and asked for the refund and they said sorry not offering refunds anymore. With no choice but to lose my $2,500 I rescheduled for December 2021. However again the pandemic did not allow us to travel. They again refused to give me my deposit back. They also put a date restriction on when I had/have to use the $2,500. Because of the pandemic and financial issue we an no longer afford the trip. I would like help trying to get my deposit back.

  

  Business response

  06/28/2022

  Dear *****,

  
  Thank you for contacting Vacations By Rail. We regret to hear that you and your family werent able to travel. Your voucher was extended until Oct. 31, 2022. However, if you are not able to make use of your travel voucher. We are happy to issue a refund of your deposit.
  
  Please confirm the address where the refund check should be mailed, as your reservation has a different address than this complaint.
  
  We hope to welcome you aboard in the future.

  
  
  Regards,
  Vacations By Rail

  Customer response

  06/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They are sending me a physical check for my refund of $2,500.00, let's hope I get it.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We made a deposit of $1000 on a ******** Rail Experience. We did not know of any COVID restrictions until AFTER we had made the deposit. I have contacted them requesting our initial deposit be refunded because of their lack of disclosure. It has been 30 days and I have not received a response. I am including an overview of communication between us and our provider. The brackets [ ] indicates the connection to the attachment number.Timeline:-Jan 29, 2022 I made deposit on trip, [Att:#1 & 2] - Jan. 31, 2022 I received the invoice which now shows the medical restrictions [Att#3], - Feb 5, *********************************************************************** refund my monies [Att#4], -??? A few days later we are offered an alternative of traveling by individual car instead of by motorcoach which appeared would work[Att#5], -March 4, 2022 we received yet another document requesting personal medical information, [att#6&7]- March 6, 2022 I emailed about my request to refund my deposit. [Att#8]Thank you so much for your help.

  

  Business response

  04/15/2022

  I am writing in regard to ************** complaint.

  
  We apologize for the confusion. The representative assisting ************** was under the impression that ************** and ****************************** would like to explore the independent option of the tour, without the vaccination requirement, as discussed in the correspondence from March 4th,2022.
  

  We have cancelled ************** reservation and refunded the card on file in full.  

  Customer response

  04/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Staying at *********************** one extra day June 13 and we are paying $438. extra for that day.Not Staying Jun 22 at ************************ and want room credit for that day and overnight stay dinner that was included and transportation back to ************** on the June 23.

  

  Business response

  03/22/2022

  
  I am writing in response to **************** complaint.

  
  ************** has booked an escorted group tour. This escorted group tour travels on a predetermined itinerary and has fixed group costs for the group itinerary. ************** inquired about deviating from the predetermined group itinerary at the end of the tour on multiple occasions, by phone and by email. The rail specialists he was in contact with advised him while he could leave the tour early, we would not be able to offer a price reduction on this group tour. ************** asked for an exception, and he was informed the most we could offer was $27 per person. This was offered after we contacted our suppliers to negotiate a reduction on the prepaid group services. Upon being informed of this amount, ************** did not indicate any further displeasure.  Attached you will find the email exchange between ************** and ******* his rail specialist.

  
  We are disappointed to see ************** had a further complaint,but we want ************** to have an enjoyable trip. As a gesture of goodwill, Vacations By Rail will offer ************** an additional refund amount of $146, which will bring his total refund to $200.  

  Customer response

  03/23/2022

   
  Complaint: 16897691
  
  I am rejecting this response because:  I would like to see the full credit of $438 from hotel ********** in ****** as we are not staying there the night of June 22. The hotel told me directly that this credit should be handed directly through the booking company which I have on asked them to do. I appreciated the offer of $146 but feel the full credit of $438 for the room night is do since the hotel has informed me that we have given them plenty of notice on the room cancelation.
  
  Sincerely,
  
  *******************

  

  Business response

  04/01/2022

  Dear ****,
  
  We understand that our response was not the outcome you requested.  At this time, we have processed the refund we offered you for the unused hotel, even though we are not being refunded for this group service. The refund might not be the amount you anticipate, but it is representative of our negotiated group rate for the set group itinerary. The refund was processed to the card on file.Depending on the rules of your financial institution, you may need to allow up to 21 days for the transaction to post.
  
  Sincerely,
  
  Customer Relations Team
  ********************

  Customer response

  04/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 12/27/2021.Made a required $1OOO deposit for a Rail trip to ******** for May, 2022 for my wife and myself. We were told not to book any flights until dates of travel were confirmed and invoice received (see document loaded). Our initial invoice #***** was later changed to #***** because we were told they needed to change the dates, but deposit still kept. Upon making our flight reservations we were informed by the airlines of the various requirements for multiple covid tests and mandatory quarantines while awaiting test results for travel to ******** and Great Britain. These are onerous and unpredictable, so it really is not possible to plan an enjoyable vacation under those circumstances. I have spoken to a company representative and was informed that the deposit is non-refundable, and no exception will be made for us. At no time during our conversations with their representatives prior to booking the trip nor in their email literature were we, as prospective clients, made aware of this potential problem and as clients we are explicitly told not to make flight reservations before confirmation when the deposit has already been made. The airlines apparently feel obligated to inform travelers of these possibilities, but Vacations By Rail apparently does not. I am requesting a return of our deposit. I believe that potential travelers should be cautioned before deposits are made, they should be informed about the possibilities concerning covid testing and quarantines. Apparently, the airlines take this viewpoint, and my contention is that travel companies should do the same. Although they may not compelled to do so legally, I believe it is the ethical and honorable do to.

  

  Business response

  01/14/2022

  I am writing in response to Mr. ******** complaint.  

  
  ****************** submitted his tour request online. On our site, we have a Peace of mind travel updates banner. This banner appears on the homepage and on tour pages. This section states, Our itineraries attract customers from around the world, and guests are responsible for ensuring they have the appropriate travel documentation, and they meet the entry requirements for the countries to which they are traveling. Please review the travel resources below for additional information. Additionally, in the terms and conditions ****************** agreed to, section 14 which details the requirements of the traveler.  
  As a gesture of goodwill, Vacations By Rail can offer a future travel credit in the amount of his non-refundable deposit. This credit can be used towards any of our trips and will enable ****************** to select a destination better suited for his travel preferences.  

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