Conestoga Tours

October 28, 2016Dear [redacted],I would like to respond to the complaint placed by **. and [redacted] regarding a recent tour to the Finger Lakes they booked with Conestoga Tours.It is correct that **. [redacted] became ill a short time after the tour departed from Lancaster. We were grateful that the...

bus driver was able to assess the emergency and get is immediate medical attention for **. [redacted].[redacted] later returned to our office to pick up her car and inquired about a refund. We explained our cancellation policy to [redacted] which is outlined in our tour catalog and also included in every confirmation the client receives. Please see copies included with this letter.The cancellation policy states; On multi-day tours a full refund will be given 45 days prior to departure date. Any cancellation within 45 days will be subject to a $50.00 per person, per day cancellation fee, plus any non-refundable expenses. Sorry, no exceptions. We highly recommend the purchase of travel insurance,I asked [redacted] if she had purchased travel insurance. Her reply was no, they didn't think they needed it.**. [redacted] later contacted us by phone several times asking for a refund. I again explained our cancellation policy and told him we could not refund any monies that Were not reimbursed to us. I told him I would further speak with our receptive tour operator, ([redacted]) to see if they could refund anything. Finally, [redacted], did return $150.00 for the [redacted]'s explaining that the remainder was non-refundable (copy of letter included). Conestoga Tours then added an additional $50 (even though we did not get a discount on the bus rental due to their absence). The [redacted]'s were recently mailed a refund check for $200.00.As you can see, Conestoga Tours has done everything possible to assist the [redacted]s in this unfortunate situation, even though they were indifferent to our policies and recommendations. Please Contact me if any additional information is needed.SincerelyBarbara K.Tour Coordinator