Sunshine Tours, Inc.

Review: Last month (July 2015), I traveled with Sunshine Tours, [redacted], to Alaska and The Yukon Territories. I experienced several problems with the tour leader and bus driver on the trip--rude and unprofessional behavior from the bus driver and scattered, unorganized days as a result of the tour director's disorganization. Also according to the literature our group received prior to travel, we were promised a train ride from Whitehorse, Alaska, to Skagway, Alaska; however, our train trip only went from Fraser to Skagway. We were not told about this change. I sent a letter within two days of my return to Sunshine Tours telling them about my concerns and dissatisfaction, asking for a partial refund. One of the managers acknowledged my email that day and said she would get back with me after she had done some "research." Last week (August 19, I believe), I sent short note asking when could I expect to hear from her. I have received no reply to date. The company has not "gotten back with me" as promised.Desired Settlement: I don't like feeling as though I did not get my money's worth from the trip nor do I like being ignored when I reach out to Sunshine Tours in good faith about my valid concerns regarding the trip. I would like a partial refund from the company plus an apology for the unprofessional behavior on the part of the bus driver and tour director, but especially the bus driver.

Business

Response:

I want to first apologize for the delay in responding; I had been out of the office

and wanted to go over all of the facts and events to make an informed response

to your concerns.

Sunshine

Tours does apologize for the issues which occurred on the trip.

As you

have stated you were informed about the change in our tour due to accommodations

being un-available on the ferry. I was also very disappointed to discover this

change but we dealt with it accordingly. We cannot place a monetary value on

inconvenience or the unforeseen changes out of our control. Sunshine Tours

contacted everyone to offer cancellation options if needed.

The driver has been reprimanded for

his comments and actions; we will not tolerate this from any employee in our

company.

[redacted] has been with our company for

over 13 years and has always provided excellent guidance and tour organization.

I am not sure what caused the confusion but she has always done an exceptional

job until this trip based on your comments.

At this time I believe yourself and a

couple traveling out of the same pick-up point were the only passengers with

these same views.

I am unable to place a compensation

amount on the issues that you have brought forward since Sunshine Tours

provided all accommodations and attractions on your trip.

I appreciate your comments and you can

be assured we will continue to solve these issues and bring the best tours available

to our customers.

Sincerely,

SUNSHINE TOURS, INC.

Executive

Vice-President and COO

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have no way of knowing how many letters of complaint you received from this tour, however, I DO know that several (at least 5 or 6 people) in addition to those who did write were unsatisfied with the same aspects of the trip as I. [redacted] is an extremely disorganized person and that disorganization marred the trip somewhat for me. Even more dire was [redacted] behavior taking his hands off the wheel of the bus occasionally while driving (don't know why), yelling "you it" and "dingbat" to other drivers on the road who somehow "crossed" him. [redacted] did not clean the windows of the tour bus regularly, neither did he empty the latrine regularly--judging from the odor on the bus. A "reprimand" doesn't seem adequate to my way of thinking. Compensation is in order.Your letter states: "...Sunshine Tours provided all accommodations and attractions on your trip." Not true. The train ride attraction was not delivered as per your letter, dated June 29, 2015. "Our catalog states that we will spend TWO (2) nights on the Alaska Marine Highway Ferry System. However, due to a Medical Convention taking place in the area, the ferry was not available. We have arranged for a train excursion from Whitehorse, Yukon to Skagway, Alaska via the White Pass & Yukon Route Railroad...." We did not travel from Whitehorse to Skagway, but took the train from Fraser to Skagway--a much shorter ride. Compensation is in order here.In addition, the fact that Sunshine Tours did not contact me within a reasonable length of time after I sent my letter of complaint (July 30) plus a note on August 19, nudging them for an answer adds insult to injury. It wasn't until I contacted the Revdex.com that Sunshine Tours responded. That suggests to me that the integrity of the company is lacking.

Regards,

Review: Had checked about restroom facilities & told there were facilities. No paper towels, soap or hand sanitizer. Hostess said hand sanitizer would be put in -- never was provided on a 3-day tour. 2 bus breakdowns, one going and one coming back. This involved 5 1/2 hours of waiting for repairs, numerous trucks coming down the same exit ramp, nighttime with no lights on the bus, etc., etc Emergencty flashers could not be used because of the situation. Missed most of the American Musical Theatre we had paid for. Our son-in-law drives an 18-wheeler for UPS Airfreight and has to inspect his truck every day. The person I talked with hung up without even getting my phone number. I did receive a call back from Paul, went over the situation and said all he could do was apoligize. No reimursement would be made. This also involved people who were picking us up. It was as though it didnn't matter that we had wanted to be return customers and a good-will gesture would be favorable to my traveling companion and myself. Paul told me no one else had called in. Yet I knew my friend had also called in and I told him so.Desired Settlement: $100 on credit card

Business

Response:

Re: Revdex.com Case # [redacted] Dear Ms. [redacted], In my companies defense I do believe we made customers aware of Rest Room facilities and explained that the hand sanitizer was empty but offered her the use of the bottle to which the Tour escort keeps at the front of the bus. The other items that were mentioned are never supplied on our buses anyway. The bus did experience a ruptured coolant hose on day 1 and a broken alternator belt on the final day returning home. The repairs took minimal time and eating arrangements were adjusted to make the time pass with-out further delays. In trying to make amends for the trouble and the late arrival to the music show the Tour escort made arrangements for ALL passengers to take-in a tour of a model train museum later that day after the music show. This customer chose to forfeit the offer due to her expressing being tired and needing her rest. In the statement of inspecting equipment, the driver and our garage staff inspect our buses before and after EVERY trip. Sometimes no matter how diligently we maintain our fleet, debris from the road will sever hoses and belts even when new. I believe my office staff handles each customer’s complaints with attention and care to listen to and comprise a factual account of all events so that I may find solutions or resolutions to their issues. Sunshine Tours will always refund a customer’s FULL amount if they are unable to show up for their trip or partial amounts as deemed suitable when they must leave the trip early. In this case they received all noted attractions, meals and accommodations listed in our catalog pertaining to this trip along with the extra museum attraction for the late arrival. We are unable to refund money for “inconvenience, delays or any additional costs due to any cause whatsoever” as this statement is on the back cover of our catalog in the General Tour Information. Sincerely, SUNSHINE TOURS, INC. Paul A. Nester Executive Vice-President and COO

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I had been told that there were restroom facilities before the trip. (I have kidney disease and this is important.) We were told the sanitizer would be filled. (Sanitizer would normally be in the restroom.) I do not remember an offering at the front of the bus and I also had some in my bag that was certainly helpful Repairs took a minimal amount of time - 5 1/2 hours is not minimal in my estimation. We were not offered a meal at either incident or for the musical show that Paul mentioned to me on the phone. Neither [redacted] or myself ever said we were tired and needed our rest. "they received all noted attractions, meals and attractions" We certainly did not see the musical that was listed. I was told by Paul on the telephone that this was the oldest bus, a 1995 model. Thanks for letting me express these concerns. The principal of these matters are important to "[redacted]" was wonderful!! I had read the answer from Sunshine, I had wanted to point out each discrepancy . There were definitely some statements by Paul that did not happen: Like having sanitizer to use (we were told the pump would be filled).The Chu Chu tickets were not explained as a trade-off. We did not say we were tired. Buses are not inspected every day -- just before and after the trip. What do they do for 16-day trips? Possibly you can send the email again and I can get to respond. I did not accept Sunshine's answer to this situation. [redacted]

Business

Response:

Sunshine Tours does apologize for the inconvenience which occurred on the trip, we can not place a monetary value on inconvenience, however we will gladly refund the price of the Musical Show which was cut short.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.From: I agreed to the price of the musical ticket and to let this go. Recently on a flight to Denver there were mechanical problems. We were put on a different airline at no cost to us and we were each awarded 2500 sky miles.Therefore, tell Sunshine I have accepted -- but businesses do offer compensation for mecanical problems and inconvenience. Thank you,[redacted]