ComplaintsforVictoria Clipper
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
12/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
COMPANY'S PHONE AGENT SOLD FERRY TICKET THEIR COMPANY REQUIRED PASSPORT FOR AFTER BEING TOLD VERY EXPLICITLY PASSENGER WAS TRAVELING WITH ONLY BIRTH CERTIFICATE AND DRIVER'S LICENSE. I PHONED ******** CUSTOMS BEFORE BUYING THE TICKET TO VERIFY THIS WAS ACCEPTABLE ** AND TOLD THE SELLING AGENT THE ** WAS OKAY PER ******** CUSTOMS. TICKET WAS PURCHASED OVER PHONE SO WEB SITE INFORMATION ON REQUIREMENTS NEVER VIEWED OR USED FOR TICKET VAL**ITY, SHOULD NEVER HAVE BEEN UNUSABLE TICKET BY THEIR AGENT.Initial Complaint
04/18/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Shortly before ****** closed it's borders due to the Covid pandemic, we had purchased $620 worth of tickets for our family to travel from ******* to Victoria. Clipper offered vouchers valid until 2023. I currently have two weeks left on the voucher and we no longer live in *******. We've tried multiple times to get a refund. Why are we paying for a service that was never rendered? We need a refund for the full value of the voucher that was provided to us. We've been trying to get a refund since at least November 2022. Purchasers: ******************* and **************************************Booking Invoice: #******Initial Complaint
09/16/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
My wife and I booked round trip *******-Victoria ferry service for November 3, 2022 on April 29, 2022. We paid $326.00. For reference, my booking confirmation number is ******. On September 1, 2022, I received an email that this trip was cancelled because Clipper Vacations was suspending all Tuesday through Thursday sailings between October 18, 2022 and December 15, 2022 due to "operational constraints." They offered two solutions - reschedule or refund. We were not able to reschedule so I responded the same day that, while disappointed with the unilateral cancellation, we would like a refund. I followed up by email several days later. I also tried calling several times to no avail. No one ever answers the phone, just on hold, and they really don't even pretend that someone will answer or call back. On September 7, 2022, I did receive a generic email response that they "received my request [for a refund] and are working to respond as quickly as possible." But no response has been forthcoming. So yesterday I followed up by email again, once again seeking status of my refund and stating that I would be going to the Better Business Bureau to complain about the nonexistent customer service. It's bad enough that they cancelled a trip out of the blue because of what I can only assume are staffing issues. But to not respond in any substantive way regarding a status on my refund is ridiculous. This company has been in business a long time and I'm sure they have taken many guests on lovely ferry rides. The pandemic was no doubt a challenge for all kinds of businesses, including transportation businesses such as this one. But that should no longer be an excuse for the complete lack of customer service.Customer response
10/11/2022
The business contacted me within a few days after I filed the complaint and completed the refund. Thanks!Initial Complaint
08/10/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Booked a trip with Clipper Vacations. Covid-19 began. No refund but travel voucher issued. Finally rebooked the trip in 2022 then Clipper Vacations cancelled the trip to NO FAULT OF ************ voucher can be used until 2023. **************** told me they would refund to credit card, which did not happen. Have been trying to rebook but after numerous e-mails and messages left to no avail. They will not return our calls. Can not book online, their website will not allow it. Don't know what to do. It's amazing that a company can pulls these stunts and does not have the courtesy of returning calls and e-mails. I will keep trying to call them and rebook but wanted to file an official complaint. ************************************* and *************************** with booking number ******.Initial Complaint
06/01/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
In early March of this year 5 separate paying parties including myself paid into Clipper Vacations roughly $8,000 to reserve clipper ferry travel and 4 nights stay at the *******************. We were to add whale watching and **************** about a month later. I have spent 4 weeks trying to reach them, left numerous voicemails and messages but they have not once called me back in an entire month to book the added excursions. We do not have a confirmation numbers, tickets, times, and August 21 for our arrival in Victoria was set is close to 6 weeks away! And still they do not return to call me, and they have $8,000 of our money!
*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
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.