ComplaintsforYankee Trails Inc.
Charter Bus
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Back on November 2nd, I bought tickets from yankee trails for a ****** ***** show that I knew was going to be sold out. I paid approx $259 per ticket for upper level seating and a bus ride there for ******* stadium on May 27, 2023. Fast forward to today, I get a call stating the “tour” they had been cancelled and they did not get tickets to the show that they were selling and was sold out within a matter of hours. They sold us tickets they didn’t even have. Now I’m left broken hearted and feel lied to.Business response
02/23/2023
To Whom It May Concern:
I am writing in response to Complaint ID: ******** by one of our customers, ******** ****. Ms. **** wrote to you regarding her booking for the ****** ***** concert on May 27, 2023. We have been running trips to concerts for almost 10 years and have never encountered any issues with getting tickets to the shows we go to. The difficulty in getting tickets for these ****** ***** shows was broadcast all over the news for weeks after they went on sale. Once we realized that there was no way we were going to be able to get tickets for the shows we advertised, we immediately went about cancelling the trips and giving everyone full refunds. Her credit card was refunded on February 7 for the full amount she paid. We are also offering free transportation to the shows for anyone that is able to get their own tickets which a handful of people have taken advantage of so far. We apologize that we had to cancel. We don’t like to have to do that but in this situation, we were unable to provide the product advertised so we had no choice. We understand the customers disappointment.
Thank you for allowing us the opportunity to respond to this letter.
Sincerely,
Adrienne F********
Motorcoach Tour Coordinator
Yankee TrailsInitial Complaint
08/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
***** ********* had a promotion that said children sail free .yankee trails booked the trip for me but never mentioned the promotion. I paid approximately $1000 for this child I would like to get a refund for the. Cost of the child.Business response
09/19/2022
BBB spoke to Kelly at business and the following was relayed:***** ********* only offers that on certain sail dates and includes many conditions. It is only for children 12 and under and only a 3rd or 4th passenger in a cabin qualifies. In this customers case they had 2 people in a cabin and would not have qualified regardless as 1st and 2nd passengers always pay full fare.Business response
11/02/2022
To Whom it May Concern: I am writing in response to Complaint ID: 17799146 by one of our customers, ****** *********. Mr. ********* wrote to you regarding his cruise booking that he made on June 21, 2022. He was booking ***** ********* cruise for four people. At this time, ***** ********* had a promotion called "Kids Sail Free". For this promotion, a 3rd or 4th Guest in a cabin pays zero cruise fare, but is still responsible for the taxes and fees. If the child had been a 3rd guest in the cabin with ****** and his wife, then the 4th person in their party would have had to room alone. A single cabin is the same price as a double cabin, however the guest just pays taxes and fees for one person. Basically, it would have worked out to the same price if the child had been a 3rd guest for free that it was for the child to rom with his grandmother. The agent Mr. ********* dealt with explained this and so he decided to put the child in a double room with grandmother. While on the ship, Mr. ********* got talking with other cruise passengers about the "Kids Sail Free" promotion and somehow thought that he was owed money for this promotion. We apologize that he was not clear on the promotion at the time of the booking. Please see the attached sheet detailing the pricing as he paid it versus if he had taken the promotion. Thank you for allowing us the opportunity to respond to this letter. Sincerely, Adrienne F******** Motorcoach Tour Coordinator Yankee TrailsCustomer response
11/03/2022
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. let me make this clear, the agent misinformed ms. ********* about her comments. As I stated before the agent told my wife and I that I could not put 3 people in the room end of discussion. I had 2 choices child by himself or with his grandmother.. Second, after the trip I called the agent she did say that the single room would have cost about the same as the double. I asked the agent what that room would have cost, the agent said there was no way to calculate the cost after the trip was complete. I found that interesting. Had the agent given me the cost information then we could have saved a lot of aggravation Last I am surprised that the figures are now available 8 weeks after the trip but not available a week after the trip.. I did complain to the attorney general ************1) and a copy of the complaint was sent to yankee trails. Regards, ****** *********Initial Complaint
05/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a bus ticket to return from cruise. They had hired another contractor to pick us up. They never showed after numerous phone calls we found out the driver was to pick up 5 people-left with only three and left us stranded at the cruise terminal with no transportation. We were told we had to find our own transportation, they would reimburse. Thanks to a police officer, we got a taxi service to get back get us to our car. Cost $300 plus $20 tip. Receipt information was all sent to Yankee Trails FL office. As of today, no response and no refund was issued. Forwarded Message ----- From: ***** *********Business response
06/14/2022
To Whom It May Concern:I am writing in response to Complaint ID: ******** by one of our customers, ***************. Mr. ********* wrote to you regarding reimbursement for a ride back to TheVillages in Florida from the Miami Cruise Port on April 19, 2022. On the day this happened,April 19,l told him we could write him a check and he didn't want us to do that. He wanted his card refunded even though I told him I didn't think we could do that since we weren't the ones that charged it. On May 3,l did call and leave him a voicemail. In checking that phone call today, I saw that I misdialed his number by one digit unknowingly. On May 16, we tried to refund his card but as I predicted our system wouldn't allow us to refund a card we never charged. One of our employees emailed him to let him know that we would have to mail a check. This email is included. On Saturday, May 21 at lam, he emailed myself and two coworkers but typed their emails incorrectly so I was the only one that got it and I was off on that Monday, May 23. Tuesday morning May 24,l replied to his email and have included it in with these documents. I have also included a printout showing the check was mailed on May 27 with an expected arrival date of June 2,2022. This was also communicated to him today as well via email. We have apologized to Mr. ********* and issued the check, he just isn't getting our responses for some reason. If we could have written a check from the beginning, this would have been resolved a month ago.Thank you for allowing us the opportunity to respond to this letter.Adrienne F******** *Motorcoach Tour Coordinator Yankee Trails
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.