Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I planned to take the the Smoky Mountain Rail Adventure tour offered by Vacations by Rail. The trip was scheduled to end in ********, ** on November 11, 2024. Included was a rail tour on The Great Smokey Mountain Railroad. Due to the major damage caused by Hurricane ******, on September 27, 2024, that portion of the trip was canceled. Later, an additional day of free time in *********, ** was added in compensation. This trip was a present for my 75th birthday and, as a train enthusiast, I was very disappointed to have this part of the tour canceled and I suggested that we cancel the trip. I understand that cancellation insurance was not included in the price of the tour. I also understand that the hurricane was a natural disaster beyond anyones' control. Never the less, the tour package was altered significantly. I felt that under these circumstances we should have received a refund.

  

  Business Response

  Date: 04/03/2025

  Dear ***** and *******,

  While we appreciate your disappointment in the need to modify your departure due to circumstances beyond the control of Vacations By Rail (hurricane), it is expressly covered in our terms and conditions (attached).

  The departure ran as scheduled, the majority of the feedback from the people who chose to remain on the trip was excellent, and we fulfilled our end of the contract and promise of the vacation based on conditions at the time.

  We encourage all of our customers to purchase travel insurance to cover unforeseen circumstances such as the hurricane that impacted your trip.

  The replacement services we provided on the impacted portion of the trip were met with the appreciation of the group.

  We are sorry you decided to cancel before the trip began, but you are due no refund.

  Best,

  ******

• Initial Complaint

  Date:09/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked trip in 6/24 for Grand Tour of Scandinavia from 9/6 to 9/22. How would I know when website continued to show the trip to ******* was by the Indlandsbanan based on itinerary shown on the Vacation by Rail website which included Indlandsbanan ************** to **** train. Not until 8/21 itinerary that showed ****** to **** would be by bus. Website still showed it was by train. On 8/30 an email from Tour Director stated "going by coach to Lapland as you well know the Indlandsbanan does not run in Sept." Wouldn't know that as website still showed the train. The majority of trip was bus not train and I would not have booked this trip if I had known about the 2 trains being replaced by bus. They continue to advertise the trip includes the 2 trains.I feel strongly entitled to compensation for their failure to correctly describe the trip and I am suggesting that $2500 CAD would be a responsible compensation to me.

  

  Business Response

  Date: 10/29/2024

  Dear ****** *******,
  
  While we understand the disappointment regarding the coach replacement for rail not in service over the dates of your tour, we did provide replacement conveyance and an additional meal as a courtesy. Please refer to our terms and conditions (attached) regarding the need to replace service as described on our website.
  

  Best regards,
  ******

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22352930
  
  I am rejecting this response because:  I realize you have clauses allowing you change the service but my complaint is for the lack of disclosure.  Even though you knew both these lines would have to be changed to a bus you did not change your website to reflect this fact.   Myself and others were under the impression that we would be travelling those routes by rail even though your company knew in advance this was not the case.   As I mentioned earlier I would not have paid $9500+ if I knew about these changes.   
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 11/19/2024

  Dear ******,

  Vacations By Rail were notified late that the railway would not be operating due to maintenance. Rather than scrapping the entire tour, or taking the replacement provided by the rail operator (public buses onto which all train passengers would have had to squeeze), we provided a private motorcoach, and an additional lunch at the halfway point. We provided conveyance from point A to point B as was contracted and the fact that it was a replacement was due to conditions on the ground over which we had no control. We would never change our website based on unscheduled maintenance the same way we would not alter it due to rail strike or delay. We had a departure and a destination city, and we worked hard to get our passengers from one to the other in as great comfort as circumstances at present would allow.

  I ask you again to read our terms and conditions.

  I am sorry this part of your trip did not go as planned, but no refund is due to you.

  Best regards,

  ******

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22352930
  
  I am rejecting this response because:You can't use the excuse under  the terms and conditions that allows you to switch the mode of transportation when you already knew that:

  a. The Indlandsbanan train is only open for tourist traffic from the middle of June until the END of August.

  b. ** publishes their planned maintenance schedule months in advance.

  Even knowing the above when I call in June there is nothing disclosed to me about taking the bus for the above 2 trips.   I question the ethics or lack of ethics involved.

  Lastly you mention that we should be grateful that your company provided a separate bus for the tour group along with a free lunch.  Really this should offset my $9590 CAD I spent on a mostly bus trip run by a railway company.     It certainly does not.   I would have taken the trip in 2025 if I was made aware of the 2 changes.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 11/27/2024

  Dear Mr. ******************** style="font-size: 0.875rem;">I understand your disappointment, but I stand by our terms and conditions. We will not be extending a refund to you.

  Kind regards,

  ******

   

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past 11 months (since October 2023) I have been trying to obtain a resolution for a rail vacation my husband and I took in September 2023. It was the Classic Coast to Coast by Rail trip. We purchased the package a year prior, September 2022, and spent the year anticipating the excitement of traveling across the ** from ******** to ************* by train. Sadly, the rail experience (California Zephyr) was a disaster. The soonest we were allowed off the train was in ******* I responded to a Trustpilot review request voicing the issues that happened on the California Zephyr - ******* to ********** train. Initially, in October 2023, CSR **** ***** was attentive and proactive in retrieving the details of the misadventure. However, after multiple attempts to receive an answer, the company has failed. I have continuously been told that someone will contact me. I was told there is a $400 voucher on our account, and was asked, "Hasn't ****** contacted you?" "Who is ******?" "He's the Manager." "No, I haven't heard back from anyone, and a $400 voucher in not acceptable." ******** times I have been told my inquiry will be escalated and I should be hear back from someone. On September 3, 2024, the company received a correspondence packet that I sent to the owner, **** ******* On September 12, 2024, I called to follow up. CSR ********* ************ hung up on me when I asked to speak with Mr. ******* I called back and **************** told me that the owner doesn't speak directly to passengers and that ****** ******* handles such affairs. Since I had heard ******** name multiple times over the months, and had not heard from him, I asked who is next above him. She replied it is only him. So, in my frustration, I demanded to speak to him right then on the spot, only to be told, "He's busy and can't talk now, and to email him." Still nothing from ******* The attached PDF is a copy of the packet I mailed to the owner. It summaries the issues and includes supporting documentation.

  

  Business Response

  Date: 10/22/2024

  Dear ******** and *******,

  ******** **** *** - 97642

  19 October 23 customer reached out to CS team to register complaint about the state of the ****** ride and service.

  19 October 23 responded with outreach to ****** on customer behalf regarding complaint.

  26 October 23 we reached out to customer about conversation with conductor onboard train.

  15 December 23 received a $400.00 voucher from ******. Passed along to customer.

  28 June 24 Customer requested refund for 2/3 of trip.

  12 September 24 customer called again demanding to speak with the company founder.

  12 September 24 customer threatening legal action.

  25 September 24 left VM and sent email with offer of ****** voucher:

  
  Thank you for your letter. I was under the impression we had settled your claim with the offer of the ****** voucher. It appears I was mistaken.
  
  I have attached your original invoice with our terms and conditions. I encourage you to read them over carefully.
  
  Although we partner with ******, we are not ****** themselves. I am sorry the ride was not up to your expectations, and you felt the need to leave the tour before it had completed, but that was a personal decision based on your experience and not due to a disruption of service. ****** took your complaint into account and issued a voucher, which I forwarded to you.
  
  At this juncture you are due no refund from Vacations By Rail. Any claim for services you missed as a result of your decision to leave the tour before its completion should have been made with your travel insurance. If you require a letter stating so for a claim with them, I would be happy to provide it.

  
  Best regards,
  ******
  ****************************************************************************************
  Vacations By Rail
  ************

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22284570
  
  I am rejecting this response because:

  ******,
  
  The log of events you provided describes similar notes that I have, though, is missing some of my notes and includes a couple that do not correspond. Yours following include mine:
  
  19 October 23 customer reached out to CS team to register complaint about the state of the ****** ride and service.
  19 October 23 responded with outreach to ****** on customer behalf regarding complaint.
  26 October 23 we reached out to customer about conversation with conductor onboard train.
  
  (my note) November 15, 2023 I replied to VBRs  26 October 23 email.
  
  15 December 23 received a $400.00 voucher from ******* Passed along to customer.
  (my note) I did not receive notification of voucher. No mail, email, nor phone call.
  
  (my note) January 15, 2024 I email CSR **** ***** for status.
  (my note) February 2, 2024 I talked with CSR ******. She said she would follow up with ****. She mentioned a $400 voucher and asked if I had been contacted about it. My response was no.
  
  28 June 24 Customer requested refund for 2/3 of trip.
                (my note) June 28, 2024 Talked with CSR Efi who agreed I had been very patient and would escalate my concerns to Customer Relations.
  
                (my note) August 30, 2024 Mailed complaint packet to VBR/**** ******, Owner
                (my note) September 3, 2024 Packet was delivered to front desk/reception/mail room.
  
  12 September 24 customer called again demanding to speak with the company founder.
  (my note) September 12, 2024 I called VBR to inquire about the status of the packet. When I asked if I could speak with **** ******, CSR ********* ************ said she didnt know who that was. When I questioned her response and reiterated that I wanted to speak with the owner, she hung up on me. I called back and talked with CSR ****** who told me the owner doesnt speak to passengers and that ****** was the person who I would need to speak with. Since I had not ever heard from him since the origin of the complaint, I asked to speak with the next level of management and was again told hes the only person I could speak with. By this time, extremely frustrated, I did demand to speak with ****** only to be told hes busy.
  
  12 September 24 customer threatening legal action.
  (continuing from my note just previously) Yes, in extreme frustration, getting the run around again,I threatened legal action.
  
  (my note) September 13, 2024 I filed a complaint via Better Business Bureau.
  
  25 September 24 left VM and sent email with offer of ****** voucher:
                (my note) There is no record in my voicemail log of a call from VBR on September 25, 2024.  I did receive the September 25, 2024 email and decided to wait to continue communication via the BBB process.
  

  Each time I contacted VBR, I was not given any notice that my case was resolved and closed, only that I would be hearing from someone.
  
  I read the contract regarding terms and conditions prior to entering into the vacation contract with ***. In particular, the part you refer to regarding your vendors,and having received feedback from ****** passengers in the past, I anticipated possible issues: delays, shuttling from train to bus, even accommodation changes. However,there must be some balance of responsibility between VBR and ******. ******, of course for physical transportation of passengers from one destination to another, but VBR is the one selling the vacation experience, thus must hold some responsibility. We, the passengers, should be allowed some level of trust from the travel agency we are paying to have a pleasant vacation experience. That we were not able to sit still comfortably in our room without being jolted around,to walk through the train without holding on to the walls, to sleep through the night because our mattresses were sliding us onto the floor and were in fear of our lives that the train was going to derail, seems to have much to do with the vacation experience. These issues go way beyond typically expected delays, shuttling from train to bus, even accommodation changes. In a situation like this *** should hold accountability to its customers up front and then confront and deal with ****** behind the scenes to resolve between themselves.
  
  I am glad to finally have received communication from VBR, however, it is unfortunate that it came to threatening legal action to hear from you. That speaks volumes. A $400 voucher is not an acceptable resolution. Because of this experience, we have no desire to ever step foot on a train again. I hope that *** will reconsider its reply to my request for reimbursements and partial refund.
  
  Sincerely,
  
  ******** ***

  

  Business Response

  Date: 10/29/2024

  Dear *** party,

  While we understand your issue with the train journey our offer stands. ****** issued what they consider an equitable offer for the issues you experienced, and we conveyed that offer to you.

  We consider the matter closed.

  Kind regards,

  ******

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22284570
  
  I am rejecting this response because:

  There has been no acceptable resolution.

  
  Sincerely,
  
  ******** ***

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 12, I completed my payment to Vacations By Rail for a trip on July ******* to Canada.On July 26, 2024, I received a call from ******, from Vacations by Rail, stating that the vacation was canceled due to the wildfires in ******, Canada, one of the destinations I was going to and that the ******************* was shutting down railways due to the danger.I was promised a voucher for future travel. I never received a voucher and was told later by ****** *******, sales, that I would be getting a reference number.A number of weeks passed when i reached out to ******. After a while, he responded stating that some vendors in Canada were not refunding money for cancelations. After a few more weeks of silence, ****** said i would be getting a refund of $4805 and some of my refund is being held back because i canceled.I didn't cancel the trip, Vacations by Rail and Canada did. I would like a full refund of my money or a full credit for another vacation. I prefer the full refund of my money.Thank you.

  

  Business Response

  Date: 10/21/2024

  ***** ****** 119808 25 July 24 Informed ***** about Canadian Wildfires 25 July 24 Offered voucher for future travel 27, 31, 31 July ***** followed up about voucher. Advised we were waiting for suppliers for resolution. Much back and forth between suppliers and customer. Begged her patience as we worked toward resolution. 01 October 24 issued travel voucher for full amount of trip. 11 October 24 ***** ****** booked replacement trip for 2025 using voucher.

   

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid $7,830 to Vacations by Rail for the "Highlights of ***** Featuring ***************** tour on 4/285/8. I chose this escorted tour for its planned itinerary, and for the tour manager that would assist travelers with unexpected events. Our tour manager (**) was not competent! The web site for this tour stated must be able to walk ***** minutes. (NOTE: This has been changed.) With almost all seniors, the ** did not adapt to the group's physical abilities. We averaged 4 miles/day and some grabbed a taxi! Poor planning caused us to miss critical parts of our tours or rush through the sites. ******* were personally endangered when she abandoned us when events separated us from the tour group in ****** where we did not have a hotel. On 4/30, we traveled by train from *********** to ********, with a planned trip to a winery for supper. We were separated from the group in ********, and the ** left without us. She didnt call and didnt respond to my texts and voice mails. We managed alone to get the right trains to get back to *********** and our hotel at 10 p.m.. On 5/1, the group took a bus to ********* to get to ************. It was a chilly, rainy day. I became ill as we arrived and began throwing up into a plastic bag as we got off the bus. The nausea continued. The ** asked if we were going on the boat with the group. I said that I was too ill. She left us standing on the street in the rain with me throwing up in a bag. We found a taxi to get to an ** where I was treated for several hours. We managed to get from the ** to the train station, rode several trains, and got to *********** at midnight in the rain. The ** never called to check on us! Members of our group must have complained to the company because on 5/24, Vacations by Rail sent apologetic emails offering a $300 refund or a $500 trip credit, BEFORE we contacted them with our request. Because of the level of the **s negligence, we might have had terrible outcomes from being abandoned by her twice.

  

  Business Response

  Date: 10/15/2024

  Thank you for taking the time to share your detailed feedback with us. We're truly sorry to hear about the difficulties you experienced during our tour, particularly with the actions of the tour manager. We understand how frustrating it must have been to navigate those situations, especially when support was most needed.

  Please rest assured that we're currently looking into this matter thoroughly, including the issues you raised regarding the tour managers actions.  We are aware that you have been contacted by our customer service team and we will reach back out again as soon as possible with a resolution. We sincerely apologize for the delay in addressing your concerns and ask for your patience while we complete our review.

  We kindly ask for 5 business days to finish our investigation. Thank you again for bringing this to our attention.

  Customer Answer

  Date: 10/23/2024

  Complaint: 22248812
  
  I am rejecting this response because: My husband and I have received no direct communication from Vacations by Rail. Their response on the BBB website stated they would be in touch with us within 5 business days, and that has not happened. Please re-open this complaint. Thank you. 
  
  Sincerely,
  
  ***** Jones 

  

  Business Response

  Date: 10/29/2024

  Dear *****,

  Upon review of your complaint our team have not amended their original offer. It would still be $300.00 PP refund or $500.00 PP future travel credit.

  That is the offer we made to the entirety of your departure.

  Kind regards,

  ******

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22248812
  
  I am rejecting this response because their proposed compensation is the same that they offered other members of our tour for the overall inconveniences on our tour. My husband and I experienced neglect and abandonment by their tour manager, endangering our lives. Their callousness is appalling.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The following email was sent to Vacations by Rail contact **** ******* on Aug 16 2024 and early August. Subject: Rail Vacation Trip for ********/********* -*********, *************** #****** - July 11 thru July 21, 2024 "On July 23, I completed the survey of the Rail Vacation package and our experiences. I noted on the survey that two of the tours did not happen due to Rail Vacation error or the Tour Operator. ****** and I request reimbursement for the two activities that were not provided as scheduled and paid for in the original itinerary.The July 13 Royal Mile tour operator had our names on a list for July 12. She had a maximum of 20 tickets to use and thus we could not be added to the group on July 13. The July 17 Tour for *********** and Castle Visit appeared to be oversold and thus we got bumped from the bus. We were actually on the bus until we were told to get off and wait for the next bus. The next bus never arrived.Check made out to ******* ******** or issue credit to my credit card is requested. I would expect a minimum of $1200 for reimbursement."One more item of concern. Voco Edinburgh Haymarket charged to my wife's "****** **********" credit card for $812.31 on July 14, ******************************** *********(when it was already paid for by Vacation by Rails), after we checked out. When we returned to ********** after our visit from *********, we spoke to the hotel staff and they said it was a mistake and would issue a credit. They had the reference number we gave them when we checked in July 11th and admitted it was double billed, and would issue a credit immediately. A credit was issued to my wife's credit card July 22, 2024..

  

  Business Response

  Date: 10/15/2024

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the issues you encountered during your trip, as well as the delay in responding to your review. We're sorry to hear about the tours that were missed and the billing error at the Voco Edinburgh Haymarket.  
  
  Please know that we're currently researching the details of your situation, including the issues with the Royal Mile tour and Isle of Skye ***** as well as the hotel charge. We understand the frustration this has caused, and we want to ensure everything is addressed thoroughly.
  
  We kindly ask for 5 business days to complete our review and follow up with you. Thank you for your patience, and well be back in touch with an update as soon as possible.

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a rail to the Canadian Rockies through Vacations by Rail July 31-Aug 8, 2024. Due to Wildfires in ******, Canada, we received a call from VBR at 1:00pm on July 26th stating the train from ********* to ****** had been cancelled, as well as our stay at the *****************, in ******, as well as the ******** sightseeing tour of ******************Our option was to:File a claim w our travel insurance, or....Book two more nights in *********, out of our pocket,Then, again out of our pocket, book a flight to ******* to finish our trip.This was all to be done 3 days before departure. We are a group of 6 seniors on a fixed income, so this was not at all what we signed up for, therefore we cancelled the balance of the trip.Also the air quality was very poor in the surrounding areas and my husband has COPD.VBR cancelled first and cancelled the train portion of the trip which is why we decided to take the trip!We paid $6,319.20 for this trip and received nothing except an email saying we have 100% penalty.We also called all the hotels and they said they would refund our reservations through VBR. So who pocketed the money from the hotels.Our air line flights were refunded immediately through the airlines.I wrote a review on BBB and Vacations by Rail response was we were to file a claim through our travel insurance rather than refunding our money, as the airline did.We feel we should be reimbursed the full amount from Vacations by Rail since they cancelled the trip we signed up for, the rail portion.Our reservation number for the trip is #****** Thank you, *************** ****

  

  Business Response

  Date: 08/29/2024

  I am writing in response to the complaint filed by *** and Mrs. *************** **** party booked Vacations By Rails (VBR) Canadian Rockies by Rail tour on April 8, 2024. At the time of booking, they agreed to the terms and conditions of booking, which are attached. On the date they booked, they were also sent a quote for travel insurance, which we recommend to all travelers.

  On July 23, 2024, a massive wildfire reached the townsite of ******, *******, Canada and the town was evacuated. As a result, hotels and tour services in the town of ****** were suspended. This affected 2.5 days of their 9-day tour.
  As most of the tour was still operational, we provided an alternative itinerary for the ****. While there would be added costs, as per our terms and conditions, we were not liable for these costs. During the conversations the ************** had with our call center team, they said that they did have travel insurance, and they werent certain if they wanted to travel.We advised that if they did not want to travel, they should contact their travel insurance, as the cancellation would likely be covered. Ultimately, the **** requested to cancel on July 27, 2024. Their cancellation email is attached.

  On July 31, 2024, Mrs. **** called in asking about refunds.She was advised that refunds for the cancelled ****** services would be issued upon **** receipt from our suppliers. She was advised suppliers were working on these, but there would be delays as these were extraordinary circumstances.

  On Aug. 23, 2024, an email was sent to the ************** that said,Refunds will be only issued when we receive a cash refund from our suppliers.If the refund is in the form of a voucher, this will be passed on as same, no cash alternative. Due to the sheer volume and the delays suppliers are facing,customers should allow 30 days for confirmation of whether any refund is applicable. Vacations By Rail will be issuing a refund to the card on file for services cancelled by suppliers in ******. This email is attached.

  The **** party will receive a partial refund for the services cancelled in ******, in due course. For services that were still operational when the **** decided to cancel their entire tour, standard penalties will apply, and we encourage the **** to file a claim with their travel insurance.

  
  

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22146537
  
  I am rejecting this response because: Nothing has been resolved from our above complaint.

  We cancelled the beginning and end of our Canadian Rail trip w VBR due to wildfires in *********. The only option given to our party of 6 was to book two more nights in *********, a flight to *******,  shuttle to *********************, where air quality was poor due to fire. We are senior citizens over 70 with health issues and on a fixed income. So the options would have had to be done three days prior to  departure on July 31, 2024 and cost over $1,000. We had already paid $6,319.20 with no rail trip we had signed up for.

  Our group of 6 have called, email and sent letters many times to *** and their response is 100% penalty and to contact our travel insurance, or no response at all.

  After much frustration with this company we filed a review/complaint with the BBB. On August 23 we received an email updating refunds (see attached from VBR **** refund update), at this point nothing has been resolved so we are rejecting VBR response. 
  
  Sincerely,
  
  ******* & ***** ****

  

  Business Response

  Date: 10/15/2024

  A response should've been posted, as that was the last one ***** responded to before we changed the account details on Aug. 19th. Ive attached the response, please let me know if you need supporting information. 

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booking ID ******* Trip ************** and ****** Dates May 17th May 26th, 2024 I have had several conversations with ****** who stated they had many calls from customers who were not happy. He was going to continue his research and call me back. After weeks of hearing nothing I called him again. I have not heard anything.We were not told this was the first time for this trip as stated by ******** the trip manager. There was no dry run so to speak so I guess be careful what you ask for. Had I known this, I would not have taken this trip *********** were in the middle of nowhere with nothing to do oOne was an unplanned change which we were not told of in advance oThe second had no idea we were arriving at lunch and was totally unprepared to serve us lunch at our cost ********** the main pool was closed? However, we could pay for the other pool ? At $25.00 per person plus $3.00 for a cap? We were not told this in advance -When the trip to the ******** was complete were we told we had to walk back? Really no bus. We were told no problem it is only a 20-minute walk on the flat. Once again, this was not true. It was an up hill walk that took an hour -Upon our return boat trip from ***** coast, we waited 45 minutes in the heat for a bus. As it turned out the bus was already there. The driver was not informed of the hotel change as stated One dinner meal was simply a hamburger on a plate? Another dinner was a beef dish that was so salty it could not be eaten. When I mentioned it to the server, I received no response however was ignored and not served dessert.We were told not less than three times that once we go out the bus at the train station to go to ******* the luggage stays on the bus and the driver will drive the luggage to the hotel. The driver had zero knowledge. We had to lug suitcases 50 pounds plus through the terminal and lift in the above luggage area with zero help. I am 66 years old with a heart condition This is condensed

  

  Business Response

  Date: 08/13/2024

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

  ************ booked Vacations By Rails Highlights of ************** & ****** on Oct. 23, 2023.

  ************** first complaint is that Vacations By Rail (VBR) has never taken anyone on this tour. Yes, the Highlights of Southern Italy & ****** is a new tour. That said, VBR is part of the Great Rail Journeys (GRJ) family of brands. VBR has operated tours for 20 years and GRJ has operated tours for 50 years. Both brands have organized many tours in ************** and have for many years. The only new portion of the trip was the inclusion of ****** and ***********. There were no issues with this part of the tour.

  ************** next complaints were related to the hotels and the minor tour changes. All of the hotels used are classified as 4-star hotels. However, we are reviewing all hotels used, as some of the properties do not meet the expectations we set for both lodging and for meals.

  While it is never ideal to make last minute changes, due to circumstances beyond our control, such as weather,mechanical issues, etc., portions of the tour are subject to change. Attached you will find our terms and conditions which lays out possible tour changes.

  Next in ************** complaint is the luggage issue from ******* to *******. We acknowledge there was an error, and this transfer was not properly booked for this tour departure.

  As previously stated, VBR has been in business for 20 years and GRJ has been in business for 50 years. We have sent thousands of customers to ***** on our escorted **********************. We strive to provide an enjoyable and memorable experience for all of our travelers. We sincerely apologize for the luggage transfer error and the hotel services which did not meet our expectations. While there were many enjoyable aspects of the tour, we know these issues were impactful.

  As a gesture of goodwill, Vacations By Rail is issuing a future travel credit of $750 per person to *** and *************. These credits will be issued by our **************** team within 10 business days. 

• Initial Complaint

  Date:07/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Highlights of Southern ***** and ******, on February 20th 2024, trip to begin on May 18. 2024. This was a 12day trip. This was not advertised as an ****************** ******* has never taken anyone on this trip before, did not know that when booking, Trip host was a British Tour Manager, did not speak Italian, we had many instances where communications was a big issue. Tour Manager had never been on this trip before. Then we had hotel issues, were shown on brochure to be 4 star, only one out 5 was a 4 star hotel in my opinion, ********* in **** was just OK, Old and outdated, In ********, hotel was changed at last minute from a hotel in town out to a hotel in the middle of nowhere. Hotel in *************** the room was musty and air condition was broken, hotel finally got the ** fixed no other rooms to be moved too. Hotel in ******* was old and outdated also.Trains were supposed to all have Air conditioning, The train from ******* to ******** was not, ******* train to ******* no A/C in our train car, Boat trip from ******** to ************, we only went to ******, we did not stop at ********, like scheduled on our Itinerary, we could have been taken there by bus. Circumetea Railway, was not operational, and had not been, to take us to Mt. Etna, per the Tour Manager, this was another excursion that was on our itinerary, and did not receive. The Train from ******* to *******, we arrived at the train station 2 hours early, the bus driver and the Tour Manager had a disagreement about the handling of the luggage, Had to take our luggage on the train ourselves, and hope there was room, There was a Train to ******* within 25 minutes but we could not get on it. I think the tour bought the wrong tickets, We were there so long the Police wanted to see our Passports and ID's, so this shows there was an issue Need to be reimbursed for these issues, excursions, that we did not receive on our tour, compensation for all the delays due to inaugural trip.

  

  Business Response

  Date: 07/18/2024

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

  
  ************ booked Vacations By Rails Highlights of ************** & ****** on Feb. 14, 2024.

  ************** first complaint is that Vacations By Rail (VBR) has never taken anyone on this tour. Yes, the Highlights of Southern Italy & ****** is a new tour. That said, VBR is part of the Great Rail Journeys (GRJ) family of brands. VBR has operated tours for 20 years and GRJ has operated tours for 50 years. Both brands have organized many tours in ************** and have for many years. The only new portion of the trip was the inclusion of ****** and ***********. There were no issues with this part of the tour.

  
  ************** next complaint is regarding the tour manager. In the attached tour description page, VBR stated and promised,Services of a professional tour ****** and knowledgeable local guides for touring and Your Tour Manager will ****** you throughout your holiday. They ensure the smooth running of the tour so that you can relax and make the most of your time away. Professional, enthusiastic and knowledgeable, they take care of everything from travel tickets, transfers and seat reservations to accommodation. As well as dealing with the logistics and any unplanned events that *** arise, our Tour Managers are also on hand to assist with any queries you *** have. They can provide local information and suggestions for how to spend free days.  The tour manager in question has led over 70 tours all over the world and has been leading tours for VBR/GRJ since 2012. The tour manager has led 14 Italian tours, several of which were in Southern *****. We delivered on our promises regarding the tour manager.
  

  ************** next complaints were related to the hotels. All of the hotels used are classified as 4-star hotels. However,we are reviewing all hotels used, as some of the properties do not meet the expectations we set for both lodging and for meals.
  

  ************ complained that the trains were supposed to have air conditioning. We do not promise air conditioning on the trains throughout this program. We use trains that dont always have air conditioning, which is common for Europe.
  We acknowledge that the promised stop in ******** did not happen. The stop was not possible due to high seas. Unfortunately,Positano could not be visited by bus, because large motorcoaches arent allowed on the narrow, windy roads. We also acknowledge that they Circumetnea Railway journey did not occur. The railway cancelled service the day before the tour departed due to necessary maintenance work. A coach was arranged as a replacement. Unfortunately, Mt. Etna was covered in clouds.
  

  While it is never ideal to make last minute changes, due to circumstances beyond our control, such as weather,mechanical issues, etc., portions of the tour are subject to change. Attached you will find our terms and conditions which lays out possible tour changes.
  

  Next in ************** complaint is the luggage issue from ******* to *******. We acknowledge there was an error, and this transfer was not properly booked for this tour departure.
  

  Regarding ************** complaints regarding traveling to *******, the company did not purchase the wrong tickets. The earlier train ************ references was a regional train and would take longer.This is why the tour manager did not want the group to take this train. The tour manager took the group to the station early, because she planned on the group having free time and walking around while she waited with the luggage, but the group did not take advantage of the free time.
  

  As previously stated, VBR has been in business for 20 years and GRJ has been in business for 50 years. We have sent thousands of customers to ***** on our escorted **********************. We strive to provide an enjoyable and memorable experience for all of our travelers. We sincerely apologize for the luggage transfer error and the hotel services which did not meet our expectations. While there were many enjoyable aspects of the tour, we know these issues were impactful.
  

  As a gesture of goodwill, Vacations By Rail is issuing a future travel credit of $750 per person to Mr. and *************, as well as all customers on this tour. These credits will be issued by our **************** team within 10 business days. 

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21954215
  
  I am rejecting this response because:

  Instead of a Travel Credit, for 1500.00,   I would like that amount sent to me in a check, or a refund on credit card. 

  Reason, The Travel Credit may have an Expiration date that I may not be able to use before it expires.  

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/25/2024

  This response is in response to the rejection by ************. 

  **************** voucher will be valid for use until Oct. 31, 2025. However, if he needs more time to redeem we can work with ************ to extend the validity. 

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21954215
  
  I am rejecting this response because:

  This response of a travel voucher till Oct 31, 2025, is not acceptable, We are going on a group trip next year so would be several years before we would be able to use this voucher.   Need a credit card refund or check for $1500.00 as requested. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/28/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.