Ritz Tours

I joined a tour of theirs on 08/07-08/to the Northern Europe (group # [redacted] B#XXXXX)There was an unfortunate incident happened on 08/when the tour reached SwedenMany of our personal belongings were stolen from the tour bus at around 3pm on 08/(local time) [redacted] (Vice President sales & Marketing of Ritz Tour) is the person in charge of the investigation; however, he seems to lack customer servicing skill and doesn't provide the proper assistance He is in charge of the investigation with the tour bus company and supposed to communicate with them and to hold them liable for our lost via insurance claimsYet, he had lots of negative attitudes whenever I approached him for the status First of all, he did not do follow-ups at allHe simply asked for the lost report back in August 2014, which I provided to him within hoursHe submitted it to the bus company and did not do any follow-ups at allTwo months later, after I had sent several complaint emails to him and to his company, he sent out one email to the bus company, then he found out the person in charge at the tour bus company was left, so our case was sitting there without any progressWhat he did was sent me an email with the new person who is in charge of our case, without providing any further assistance, not even willing to forward my stuff to her About weeks ago, the lady from the tour bus company told me that they couldn't submit my lost report solely to their insurance company, she wrote to [redacted] and asked him to notify the other victim families as we got families involved in this incident [redacted] was supposed to send another email and to advise other victim families to submit their lost reportThis time, he simply ignoredI sent him a follemail on 01/14/15, Mr [redacted] did not bother to reply Today is 01/16/15, it has been half a year since the incidentI provided the lost reports and the receipts of the lost items to Ritz Tour and the tour bus company in Sweden, but those documents have NOT been sent to their insurance company and I doubt it if we are still able to send themMany insurance companies have strict time frame to file a claim (normally within days), but for our case, it has been half a year The Ritz company has connection with the tour bus companyThey should have done a proper follow-ups and provided better services which they did notIf [redacted] had even followed up with the tour bus company, he would learned the original person in charge was left, then we could take proper actionInstead, he sat there, did not do anything at all He threw me the contact information from the tour bus company 2,months after the incident and told me to directly communicate with themNow, he ignored my emails again It seems like Ritz Tour doesn't care their customers at allThe incident was unfortunate but Ritz's services were even worse Not recommended this tour company at all!!!