Business ProfileforYankee Trails Inc.

"I didn't think someone in a wheelchair could just get up and walk around" - Exact response from mid-level rep as to why my dad was not provided handicap accommodations on a recent overnight tour. I recently booked a tour through Yankee Trails for myself, husband and my 73-year-old dad, suffering from multiple sclerosis since 1991 and predominately in a wheelchair at this point. After booking, I called Yankee Trails on several occasions prior to the trip to confirm that dad was in fact, reserved for a handicap accessible room. I did this because Yankee Trails has yet to properly handle any reservation I've made with them through the years and they have trained me to assume they are simply inadequate. I usually just deal with those inadequacies, as none were ever of true serious nature, just annoyances. Until now. When dad was not provided a handicap room, I immediately called. I called again to speak to aforementioned mid-level. The true nature of such inadequacies appeared. It was far worse and much deeper than their problem of properly booking reservations. When I voiced concerns over dad's safety, I wholeheartedly expected to get an apology and some sort of booking snafu excuse. What I was met with was grave indifference and no apology. A lot of "what do you wants" and frankly what I perceived as a go-screw attitude. When I reiterated that dad needed an accessible room with handrails for getting out of his wheelchair to bathe and use the restroom (standard handicap provisions), the rep for Yankee Trails told me verbatim, "I didn't think someone in a wheelchair could just get up and walk around" What I heard was he didn't have an accessible room because he's really just faking. This conversation ended with mid-level saying that she would do some fact-finding and call me back. I'm going to assume the indifference continues as that was nearly a week ago and I've not heard a peep. You pay good money up front for bad experiences in the end