ComplaintsforAmerican Classic Tours

• Initial Complaint

  02/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Before the tour started, whenever I called, I would get a different person to talk to. We shouldve had 1 contact person available to answer all questions (i.e., the tour guide).With less than 24 hours to go before the tour started, we didnt have an itinerary. I asked to speak to the tour guide, *** wouldnt give me his number.The tour was scheduled to fly American Airlines. This was communicated early on. Then we were told that we would fly Southwest. Since we were flying on a discount airline (less comfortable and less convenient, no reserved seating) vs a legacy carrier, I would like to get the price savings rebated that you (ACT) enjoyed by using a cheaper airline. In addition, Southwest gates are much further away than American necessitating the use of wheelchairs for not a few the tour participants. This happened both at ***** and ********* The Known Traveler Number, KTN was switched between my brother and myself. I had to call Southwest, to make the correction, in order to make sure there was no problem at the *** pre check, line.On the first night at the hotel, when we checked in, I found out that one of the doors to the room did not lock. I called *******************, tour director to explain my situation. I told him I wanted to change rooms since the ********* came and said the lock was broken and he couldnt fix it. *** was incredulous that I wouldnt accept the room as given to me. A room with a broken lock subject to theft or worse. In addition I lost out on that nights activity because of the room change. A day subsequent I called him on another matter. He didnt pick up when I called, nor did he call back later.Per your survey he gets a 1 for congeniality towards customers a 1 for willing to do extra for passenger enjoyment. The tour was disjointed. We went to downtown ********* on two different days. This couldve been combined/rescheduled (savings on bus costs).I would like $500 cash rebate for my brother and myself for a total of $1,000 .

  Business response

  02/20/2024

  Thank you for the letter regarding your ********* Christmas tour, November 29 December 3,
  2023. We have concluded a thorough investigation of your concerns by consulting the various
  vendors and staff used on the trip.
  Prior to a trips departure, when you call our office, any staff person is capable of assisting you.
  However, with subsequent calls, you are welcome to request to speak with the staff person who
  assisted you previously. Just feel free to ask for that person by name. They will be glad to assist
  you again.
  We do not release our final timed itinerary in advance of a trip in case there are any last minute,
  unexpected time changes. We want to provide our travelers with the most accurate timed
  itinerary to avoid any confusion once the tour has begun.
  Prior to each tour, every traveler is given the name of an American Classic staff person who is on
  call 24/7 within the 24 hours period prior to departure. That person is me. I handle all the day
  of departure details, and I am there to offer any last-minute assistance. We do not release the
  tour directors phone number until the tour actually begins so as to avoid confusion as to whom
  the traveler should call if there are any last-minute issues. Also prior to a tours departure, our
  tour director very well *** be unavailable when you call due to their travel schedule, therefore
  we provided you with my name and phone number.
  In our catalog and promotional materials, we do not advertise the airline to be used on a tour.
  With the state of the airline industry today, flights can be changed and flight times, as well. I
  remember speaking with you in September when you had asked about the airline to be used, and
  I mentioned to you specifically that the airline carrier could change. Since we are booking flights
  for a group, not individuals, we *** change a flight that can best accommodate our group.
  
  We did investigate the issue with the broken lock in your room at the **************. The hotel
  was notified about the broken lock. Maintenance was called, and when they determined that they
  could not fix the lock, you were moved to a new room. The ************** is a large property,
  and they do their best to take care of any issues as soon as they can. I am glad they moved you to
  a new room, so the lock was not an issue. I was also glad to hear that *** brought you dinner
  from the restaurant that evening.
  We do not reimburse travelers for gratuities for airport wheelchair use that is up to the
  discretion of the travelers that *** avail themselves of that extra personal service.
  We always diligently submit provided KTN Numbers directly to the airlines.
  We are sorry you were disappointed with your tour. The tour and tour director were highly rated
  by your fellow travelers. We received 46 completed tour evaluations from the 46 tour
  participants. Following are the digital ratings summary totals of all 46 tour evaluations:
  
  Overall Tour Director Rating (*******************) = 4.94
  Overall Tour Rating = 4.56
  
  I hope that this letter provides clarification for the concerns you mentioned.
  Since you and ******* had consumed the tour and all vendors had been paid on your behalf,
  there is no refund. We do not refund for any of the issues you have listed.

  Customer response

  02/20/2024

   
  Complaint: 21253358
  
  I am rejecting this response because:

  They did not respond to my request for compensation to make things whole
  
  Sincerely,
  
  *********************

  Business response

  02/20/2024

  We are sorry you were disappointed in your tour to *********. I spoke with you several times prior to your tour about your special requests. After these many discussions on the phone, everything was set as you had requested. The tour you were on was conducted as advertised. On our tours we only use major airline carriers like American, ***************** Airlines, Air ******, etc.  The carrier used on your ********* trip was ********* Airlines. We select those airlines which fly in and out of specific airports and which provide the best flights for our group. With a 100% return rate of the tour evaluations from your fellow tour participants, your Tour Director received a rating of 4.92 out of 5. Based on the kind remarks from the tour evaluations, he worked very hard to make sure everyone enjoyed the tour and went above and beyond to make their tour experience special. We are sorry you did not feel the same as everyone else in the group. For over 36 years American Classic Tours has been grateful for the high repeat factor of our travelers - of travelers returning time and again - to experience our tours. We appreciate you traveling with us but hope you are able to find a tour company that better fits your specific needs.

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