Yankee Trails Inc.

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I did not hang up on the representative however and she didn't offer a compromise until now
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is the bottom line, the bus left late as I stated in my original letterThis woman Adrian switched our bus without us knowingWe got off the boat when we were told to get off, when we got off the bus with green tag was thereWe waited outside in complete chaos for an hour & a half, having to relocate numerous times waiting for a bus we weren't even assigned toThey screwed up & I find their customer service unacceptable;eThis company has lied about the driver not waiting for us as my wife told me he had a sign with the green tag walking up & down the sidewalkThey made an offer for things that were inconvenient for us to use, she claims $value which is more than we were seekingDoesn't tell you we would have to drive for hours to useShe lied about the time, if we were back at 1:the why does my ** *** log say we didn't get on thruway until about 3:00, and no we made no stopsGot off bus and went directly homeIf they made an offer of all this stuff {$value) admitting their mistakes, but then wont refund what we felt was fair, what reputable company does that? Why would I accept a voucher to use them again, when they lie & do whatever they can to get out of making this bad experience right? This whole thing could have turned out way different if they cared at all about their customersI am still requesting the $returned to my credit card, that's only fair & the only thing that will satisfy me & this will remain unresolvedPlease keep this complaint & their responses left up on your site for everyone to see & be warned about this companyI'm already sharing my story with many friends & social mediaThis company will lose way more than $400, trust me
Regards,
*** ***

I am writing in response to complaint #[redacted]. The customer alleges that we notified her about the time change (from 7:15am- 6:30am) for the May 13th [redacted] Aquarium trip at "the last minute". We attempted contact her by phone on May 4th (9 days before trip) and again on May 10th. The phone...

number this customer entered when making her reservation online was wrong. Therefore, we sent her a new confirmation with updated time to the email address on file, which was also provided by customer, on May 4, 2017. We have attached that for your records. Our [redacted] Aquarium bus was in the [redacted] Commons Lot loading passengers from 6:35-6:46arn according to the bus GPS (see attached). Our tour escort attempted to reach this customer by phone and was unable to do so because, again, her phone number that she provided us was wrong. According to both our driver and escort, at no time did anyone approach the bus to board only to be turned away. The customer posted on Facebook about the incident and we then instructed her to call our office. We were fully prepared to offer her a full credit for the $140.00 because of the miscommunication. When she called the office she hung up on our staff member who attempted to tell her that. As of 5/15/17 this customer has a future travel credit on her account in the amount of $140.00 that can be used towards any bus trip. As you can see we did resolve this issue, but by refusing to speak with our staff; this customer was not aware. Thank you for allowing us the opportunity to respond to this letter. Sincerely, Blythe M. Tour Director Yankee Trails

I am writing in response to complaint #[redacted]. Our usual schedule is that the bus leaves the pier between 10:30-11:30am to return to the Capital District. He got off the ship at 9:30am, left the pier at 11am and was back at our office at 1:30pm. Our typical return time is between 2-3pm. He...

actually got home early. We did apologize multiple times for the paperwork error that occurred in our office and the confusion they experienced. We understand that it was probably frustrating, however, we did fully provide the service they paid for and did it within the normal time frame. The items we offered him upon his initial complaint were valued at a total of $735 which is more than what he was asking for, and he declined. Trying to compromise, we offered a credit for future travel, which he also turned down. Thank you for allowing us the opportunity to respond to this letter. Sincerely, Adrienne F. Assistant Tour Director Yankee
Trails World Travel

We did receive a check for $40, but we did not receive an additional $40 credit. The response said we received $80 off which we did not. If there is a credit somewhere we do not know about it, and we did not agree because the statment was false.

My name is Michael R. and I am the Travel Agency Manager for Yankee Trails World Travel. This letter Is In regards to the complaint you have received. I have Included all corresponding emails In regards to this issue. The customer, Mr. [redacted] has clearly stated in emails to my employee Shannon D....

that he wanted all these bookings transferred over to our agency. Now he claims he never said that. We have the proof because these emails came straight from his email address. I have highlighted one part where he clearly states "transfer to Yankee Trails." I have no idea why he would now claim he never said that. I have already turned all these emails over to the Attorney General's office as well. Sincerely, Michael R. Travel Agency Manager Yankee Trails World Travel

Revdex.com spoke to Erin at business and the following was relayed: The customer did redeem a $40 gift card and was also credited the $40 online discount for a total of $80 off the $596 for a total of $516.

We are writing in response to the complaint, [redacted], Yankee Trails has received regarding an 11 Day Italy trip that benefits the Bus Stop Club Charity in July of 2017. When Yankee Trails was in the beginning stages of advertising the trip, airfare was not available yet to price, which is why there...

was an estimate given at the bottom of the flyer. Attached is the flyer the customer is referring to. The wording states "Highlights" in regards to the trip, not the word "Includes." That is why we stated the $2,100 per person was a LAND ONLY price. When the trip had been finalized, we included the airfare in the price, which is $3,400 per person for the 11 Day Trip to Italy, which falls directly in line with the initial estimate. Thank you for allowing us the opportunity to respond to this letter. Erin T. Assistant Tour Director Yankee Trails World Travel