Sakkara Group

Review: We asked for a transfer after our Tour ended in Rome so that we may go on our own to Sorrento to our dismay, we were taken from our guided tour with Central Holidays and switched to a Green Line tour bus for our transfer to Sorrento after the completion of our guided tour in Rome. The tour leader announced that we we would be making several stops including a Camio factory, Naples, and Pompeii. We had specifically requested a transfer to Sorrento, in which we wanted to explore on our own meaning no guided tour. We were extremely upset and frustrated by this announcement. We were stuck on this overly crowded bus so we had to sit by strangers that were very rude people coughing and sneezing, many of whom were Spanish speaking. It was a nuisance to hear announcements and the tour guide speak in English and have to translate it into Spanish. This made our trip feel even longer and difficult to relax on the bus. We notified our tour leader of the misunderstanding and told him that we wanted the opportunity to take a taxi to Sorrento. He stated that we would have the opportunity in Pompeii to take the taxi. We did not partake in anything out of fear for our belongings due to the fact that we did not know any of these people on the bus. We could not understand why we would have been taken from our original tour group whom we had bonded with only to find ourselves with a completely different tour group. If we would have known this, we would have preferred to have stayed with Central Holidays, who was also traveling to Sorrento. Why did this happen as we only wanted a transfer to Sorrento? Once again, to reiterate, we expected a transfer to Sorrento with a stop in Pompeii for lunch only. In addition, with our stop at the Cameo factory we noticed that our Central Holidays tour group was there before us. We had to leave the earlier than the Central Holidays tour group and also missed breakfast. Not to mention, we approached Central Holidays tour leader, [redacted], for some assistance with our dilemma. We asked if we could switch back to his bus but he emphatically stated "No!" We felt that his response and demeanor toward us was extremely unprofessional because it was stated in front of the other tour group members, whom we had bonded with. We felt extremely embarrassed in this situation. Then once we got to Pompeii, our tour leader arranged a taxi for us, in which we immediately took to Sorrento. We are requesting reimbursement for this taxi ride from Pompeii to Sorrento, which cost $168.50 plus tip as well as reimbursement for this Green Line Tour, in which we did not partake in anything. Our first day in Sorrento was completely ruined because of this mistake, therefore, we are also requesting compensation for this first day. Also, during our tour with Central Holidays, we were presented with an optional excursion at $65.00 per person, in which we were given until after lunch to give our answer. We decided not to go to this dinner excursion and explore Florence on this free time. [redacted] said that we were "the only 3 not going and the bus would have to take you all the way back to Florence." The next day he asked us again if we were going but we politely declined again. He told us that the stores would all be closed due to it being an Italian holiday and there would be nothing for us to do. We felt coerced into paying for this extra excursion because he kept reiterating that the bus would have take us "all the way back to Florence."Desired Settlement: We were reimbused for our taxi expense but not what we paid for the part of the trip that was an actual tour and not a ride to Sorrento as asked. I do not know the amount of that as it was never disclosed in our paperwork if it was we could of fixed the issue at that time.

Business

Response:

First, please let us point out that the clients tour with Central Holidays – Northern Highlights – commences in Venice and ends in Rome. The clients wished to extend their trip with an FIT tour from Rome to Sorrento. The clients were never “taken” from their original group – their first tour ended in Rome.

Central Holidays normally transfers our passengers from Rome to Sorrento with Green Line due to its more affordable pricing vs. a private transfer which is more expensive. This transfer provides the clients with the opportunity to visit one of the most popular sites of the ancient world, the city of Pompeii.

We do understand that the clients were upset with this stop and it was at this time, they decided, on their own, to take a taxi and proceed to Sorrento. Upon receipt of the clients complaint, forwarded to us by their travel agent, we immediately refunded the cost of this taxi fare - $170.

Also – in the clients’ Revdex.com complaint – this was their first reference to a request for refund for the Green Line transfer. Please note the cost of providing a transfer from Rome to Sorrento would have cost the clients in excess of 500 Euros. The distance between Rome and Sorrento is approximately 200 miles.

In reference to the clients meeting up with the same group they left in Rome, they did complain they could have taken this tour that was going to Sorrento – this is our Magnificent Italy & The Amalfi Coast – and we agree, the clients should have taken this tour commencing in Venice and ending in Sorrento – eliminating altogether the Green Line transfer. Unfortunately, the clients did not inform Central Holidays directly – all contact and correspondence was thru their travel agent. Central Holidays only follows the request and instructions from the client – thru their travel agent – resulting with their private extension to Sorrento.

In regards to requesting of [redacted], the Magnificent Italy & Amalfi Coast Tour Leader, to join his group – [redacted] absolutely cannot accept any passengers’ requests to board his motor coach due to the fact there are rules and regulations we must abide by issued by the Italian government that do not allow clients boarding. If [redacted] were to have accepted your clients onboard in Pompeii, he would have been immediately dismissed. We do apologize if the clients took [redacted]’s refusal as an offense – but there are laws we as a Tour Operator must adhere to.

Additionally, for the optional excursion of $65 p.p. – it was the clients “option” not to partake of this tour. [redacted] was correct in pointing out to them they would have to return to Florence. He further stated to the clients that August 15 was the Feast of the Assumption in Italy and that a very large majority of stores and services would be closed. We are certain that [redacted] was only pointing out to the clients the positives of remaining with the group and enjoying the excursion.

Desired Settlement:

As stated above, our Request For Refund in the amount of $170 for the clients out-of-pocket expenses for the taxi fare from Pompeii to Sorrento has been refunded to them.

We can certainly offer to the clients an additional $100.

This is the first time in Central Holidays’ 42 years of business that passengers have complained about this particular transfer from Rome to Sorrento. This transfer not only offers a substantial amount of savings for the travelers; but also offers complimentary stops and sightseeing opportunities along the route as an added bonus.

At this time, I am taking the liberty of attaching several key documents in regards to this complaint – including correspondence directly with the agent involved with this booking as well as our resolution of $170 refunded directly to the credit card on file with this booking on September 23, 2014.

Upon yours and/or [redacted]’s review of the attached, please feel free to correspond directly with the undersigned in regards to this matter. In addition, if you require further documentation or have any questions, please do not hesitate to contact me.

Regards and thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Consumer

Response: