Barrett Tours

Tour to Disney was cancelled abruptly at the time of departure leaving families abandoned; money has not been refunded and company will not respond.We booked a Southern California/Disneyland trip through Barrett Tours. On the morning of the departure date ([redacted]) we arrived at the pick-up point and waited an hour for the bus to arrive along with all of the other families. A man in a pick-up truck pulled up to tell us that he was one of the drivers of the bus that was contracted to provide the transportation ([redacted]) and there would be no bus because the transmission went on it, and that he couldn't get a hold of [redacted], the owner of Barrett Tours. The bus driver drove off without any further instruction, leaving us stranded and tour passengers frantically started emailing, sending Facebook messages and phoning [redacted]. The phone numbers listed on our invoices and on the internet were invalid and a valid number could not be obtained through directory assistance. An hour later, we were sent an email by [redacted] to head somewhere more comfortable to wait while he sorted things out. He sent out a Facebook message about an hour later asking if passengers would be able to fly to the destination, to which the passengers responded yes. Minutes later, we were sent an email that stated that the tour was cancelled. [redacted] He has responded to email in vague and uncertain terms and has said he will attempt to obtain refunds for the passengers but we have not heard an update in the last couple of days. [redacted] Desired SettlementAt minimum, we are seeking a full and prompt refund for the $3495.00 we paid for the tour since it did not take place, as well as compensation for the non-refundable tickets we purchased for an event during the tour for $200.00. [redacted]Business Response * Please see attached letter*The basis of this complaint is true. The chartered bus company did not fulfil their end of things and left the passengers hanging. The same charter bus company we have used since 2006 and have been a steady reliable source of transportation. So there would be no reason to assume any different this time. How my business works is that I am the middle man, a planner only. I plan tours and put together packages and then hire a charter bus company to actually deliver the tour. I do NOT deliver the tour myself. And this is made clear on my webpage (where ALL customers must go to sign up) and it is also made clear in red writing on the invoices. [redacted] in truth I was up and on the job probably by 5am or earlier trying in vain to help solve this problem for the passengers. There was plenty of communication between Barrett Tours and the passengers. The real truth is that this was such a horrible thing that happened that [redacted] and others had quick and unreasonable reactions and expectations of how this could be handled after the disaster happened. Their anger is understandable. What a horrible thing happened to them. They took time off work, they got up and had the kids excited for Disneyland excitedly waiting. And then the bus does not show up. Horrible. So I totally understand their immediate anger. But the reality is that this was NOT done to them by Barrett Tours. [redacted] As per legal instructions immediate refunds were NOT allowed for many reasons. First, we needed written confirmation of who did and did not have trip insurance. Even if I had the money to fully refund a customer immediately I could be in big trouble if that customer later claimed on their trip insurance as well. Then the trip insurance company would be coming to me saying I should have paid them direct. As far as contact goes, I was in touch with the customers all that day, and into the next days as I spoke with the suppliers (who were the ones who now had the money) and the lawyer. But people were impatient wanting full refund immediately, even after I explained the process clearly. Again, I understand that this was horrible for them. But I can only work within the parameters of reality and the law. Which is what I did. [redacted] finally responded to me via email to confirm that yes, she was fully compensated from her trip insurance. So what this means is that I was correct in not issuing the full and immediate refund as per my lawyers suggestion or there could have been a problem between myself and insurance company. [redacted] So as far as this case goes, it was a sad an unfortunate situation and I sympathize with her being upset. But she has been fully compensated [redacted]