Trafalgar Tours

Re: Italian Holiday

Traveling is always a thrilling and enriching experience, made even better when accompanied by a knowledgeable and helpful tour director. Unfortunately, not all tour directors live up to these expectations. I will recount several disheartening encounters with my unaccommodating tour director *** O**** during my recent Italian Holiday trip.

During our first excursion to the bath house dinner, a rather tense situation unfolded when my husband, C*** decided that he did not feel up to the dinner event, after a long flight and experiencing jet lag. After informing *** a rather heated argument ensued between my husband C**** and *** Although, I had signed him up for the excursion he physically had no desire to do so. *** raised her voice and insisted that he could not change his mind and that there was no option to return to the hotel early. She was very confrontational and aggressive in this moment. I take issue with the lack of choice available and how that equates to lack of safety for your guests. *** should have been more empathetic and a lot less argumentative and helped to make arrangements back to the hotel.

Upon arrival at the hotel, my family made it clear to *** that we would be splitting from the group the following day and going into Venice on our own as a family. This would have been the perfect opportunity for her to discuss any specifics required for hand luggage usually carried on the coach. However, she did not express the need to do anything special with our backpacks or hand luggage. The problematic incident occurred upon our return to the coach bus since my husbands backpack had not been tagged with a specially issued Trafalgar tag. She made a big show of power, claiming uncertainty about the backpack's ownership, even though it had been left on top of our two clearly tagged suitcases immediately outside of our hotel door for collection. She made it clear that it is against company policy to take a bag without a Trafalgar tag on it. This clearly would have been a huge medical problem as all of my husbands prescription medications were secured in the back pack. Rather than offering understanding or an explanation in advance, *** scolded us by emphasizing the limited availability and cost of the Trafalgar tags, along with the danger of leaving the backpack without proper identification. This incident demonstrated a lack of empathy and a failure to provide appropriate support to us. Not to mention that when the bag was back in our possession, the contents of one zippered pocket had been spilled out into the bottom of the coach bus. It appeared as if, the bag was unzipped, searched and not properly secured afterward.

There was yet another incident that left us dismayed. During a dinner at a castle, a seating issue arose, leaving my husband and I standing with plates full of food and nowhere to sit. My husband C****, approached *** for help, her response was a blank stare of indifference and no offer of assistance. Rather than fulfilling her duty as a tour director, she acted more like a paying guest, unconcerned with the well-being of the travelers under her guidance as she and the bus driver B**** remained seated at a small table. This behavior not only displayed a lack of professionalism but also neglected the basic principle of providing inclusive and enjoyable experiences for us.

Lastly, the most egregious occurrence was an incident of a verbal micro aggression that was encountered on the coach. My family was the only family of mixed race and African American descent. That being said, we are very much aware of the many implicit racial bias that are a part of our daily lives. Upon our arrival to Pisa, *** was warning our group of the importance of holding on tight to our wallets and how we should be cognizant of the many African vendors and pick pockets in the area. Although, she had warned of pick pockets and the potential of theft in other areas, she never made mention of their nationalities or ethnic origins. I found it insulting that in Pisa where the street vendors were predominantly African that she would point out that fact. This warning could have been issued with no mention of ethnicity at all. In this moment, whether unknowingly or not, she exhibited ignorance and was culturally insensitive to her patrons. The behavior reflects poorly on Trafalgar, as a company. The experiences described highlight the lack of accountability and perhaps lack of training provided to tour directors, ultimately affecting the quality of service provided to guests. These disappointing encounters demonstrate a need for improvement within the company to ensure that all travelers, irrespective of their ethnicity or background, receive fair and equal treatment, in addition to respect.

Additionally, it should be noted that my suitcase was damaged beyond repair and further use while being moved from the bus to the hotel. A large area near the corner and the wheel was broken which prevented my large suitcase from rolling. I made *** aware of the damage to my suitcase immediately. She suggests that the suitcase was quite heavy and that perhaps the porter damaged my suitcase. The suitcase was left under the care of our bus driver, B***. When I left my luggage with him under the bus, it was not broken, Yet, when it was returned, it was no longer functional. *** did send me claim form via email. I signed the claim form which included a short summary of how my suitcase was damaged, I have not heard any further word on the status of my claim. I would like to have my suitcase replaced or paid the value or cost of the suitcase left in possession of the Trafalgar associates.

It should be duly noted that throughout the trip when seeking assistance from *** with planning any time away from the large group, we were met with apathy and a refusal to offer any assistance. Maybe this was a result of her lack of familiarity with the areas. Nonetheless, this contradicted the role and responsibilities I typically associate with a tour director, whose primary objective is to enhance the travel experience by providing guidance and support. *** disregard for my family's needs was evident, leaving us feeling unsupported and disillusioned by the tour experience.

Clearly, *** O**** failed to meet the expectations set for her role. From the incident with the backpack at the hotel to the overall lack of assistance, the seating issue at the castle, and her unkind inappropriate racial remarks, her behavior fell short of what was necessary for a positive travel experience. These incidents should serve as a reminder to tour companies like Trafalgar to prioritize the professionalism and inclusivity of their tour directors, ensuring that all guests feel welcomed, supported, and valued throughout their journey. I am so unhappy with how this tour director ruined my families vacation.

TOUR GUIDE VERY NICE BUT COULD NOT CONTROL 48 PEOPLE ON A BUS, AND TOURS. UP AT 6 AM BACK TO HOTELS AT 6PM AND LOTS OF WALKING.

LIKE I SAID A WHIRLWIND. WHILE TRAVELING WE GOT 20 TO 30 MINUTES AT REST STOPS TO USE BATHROOM AND EAT. WITH 4 OR 5 OTHER BUS'S AT THE BUS STOPS AND LONG LINES IT WAS IMPOSSIBLE, SO MAYBE YOU COULD GET A QUICK SNACK OR WAIT TILL DINNER.. SECOND DAY OF BUS TOUR SEVERAL PEOPLE ON THE BUS WERE SICK COUGHING UP GREEN AND CLAIMED THEY HAD TEMPERATURES AND NEEDED MEDS.

A FEW OF US REQUESTED THE TOUR GUIDE TO PLEASE ASK SICK TO WEAR MASK. NO ONE NEEDS THIS WHATEVER THEY MAY HAVE. POSS: COVID ... SOME TRIED TO GET ANTIBOTICS IN DIFFERENT COUNTRIES BUT SEEMED TO ONLY BE ABLE TO GET OVER THE COUNTER MEDS.

BY DAY 4 SO MANY WERE GETTING SICK . AND MORE COUGHING INTO NAPKINS, OR WHATEVER THEY HAD. SICKNING THE TOUR DIRECTOR ASKED ONE TIME AND VERY FEW SICK WOULD WARE THE MASK. OR THEY WORE IT DOWN UNDER THEIR MOUTH.

IT WAS LIKE THEY DIDEN'T CARE. EVEN THOUGH I WAS NOT SICK I AND A FEW OTHERS DID WEAR THE MASK. HOWEVER, I PERSONALLY TOWARD THE END OF THE TOUR DID BECOME VERY SICK AND CAME HOME WITH PNEUMONIA. ANOTHER POOR PASSANGER GOT SICK IN THE BATHROOM, AND REQUESTED THE TOUR DIRECTOR CLEAN IT, FROM THEN ON THE BATHROOM ON THE BUS WAS LOCKED.

HORRIBLE!!! .HOW UNSANITARY.. / GERAUTIONYOU WOULD THINK AFTER COVID THE BUS'S WOULD CARRY MASK ON THE BUS AND THOSE BUS'S NEED TO CLEANED AND DISINFECTED NIGHTLY JUST LIKE AIR PLANES. IS WAS A GERM BUS.

ANOTHER REASON TO BE CAREFUL WITH TRAFALGAR THEY RECOMMENDED AON TRAVEL INSURANCE WHICH I PURCHASE IN GOOD FAITH.

MY PURSE WAS STOLDEN WHILE ON TOUR IN LONDON AND THE TRAVEL INSURANCE COMPANY IS TELLING ME I NEED TO COLLECT FROM MY HOME OWNERS INSURANCE.

EVEN AFTER I SUBMITTED A POLICE REPORT AND ALL THE INFORMATION THEY NEEDED. SO BEWARE OF THEIR TRAVEL INSURANCE RECOMMENDATIONS.

GUESS ALL I CAN SAY IS BEWARE OF WHOM YOU BOOK YOUR TOURS AND SPECIALLY YOUR TRAVEL INSURANCE.

FEEDBACK FOR GRAND EUROPEAN WITH EUROSTAR EXTENSION

TRAFALGAR TOUR No. A040216

Hello,

I am writing to you in reference to the tour with Trafalgar wed been on. This is from my side (Asmita Anil Menon) and on behalf of my mother Ajanta Venugopal. The two of us, Asmita Anil Menon and Ajanta Venugopal travelled in the above mentioned tour from 19th July 2023 to 8th August 2023. We have the following feedback for you:

1 The management of the meals was very poor. On the first day itself, for the Welcome dinner, we did not get bread. When asked, we were told that the other tables finished it off, and there was none left. We were then given old bun. This was just for the two of us.

2 Before the trip began, and multiple times during the tour, we had informed the Tour Director Mr B*** C****** that we are Non-Vegetarians, but we dont eat beef and pork and that we should be served Chicken or Fish in our meals. On many occasions, we were served only vegetarian food inspite of informing him earlier, much to our dislike. In fact, for one of the optional dinners (only I Asmita Anil Menon went for it), that costed 99 EUR, only vegetarian food was served. On asking Mr B***, he in turn asked me what I eat, as if he doesnt know. On enquiring the restaurant staff about this, they informed me that they dont provide fish or chicken there. Its either vegetarian or pork. Why did Mr B*** not inform this to me earlier when he knew well in advance that I have opted for this optional dinner? Inspite of me reiterating to him so many times, I had to eat the same vegetarian food. Why was I not informed earlier that food options are limited for that evening? 99 EUR is not a small amount. It was a complete waste of money as I couldnt eat anything.

3 During the optional Gondola ride in Venice, just when me and my mother were about to get into the prescribed boat, Mr B*** directed us to move back and made the couple standing behind us get in first and take the main recliner seats. Let me reiterate that the tour director did this, and not the gondola boatman. If the boatman said it, we would have accepted it as a way to balance the boat. But Mr B*** displayed his partial ways here too by not letting us take the seat even though we were standing in front.

4 We had an itinerary. But Mr B*** kept changing the itinerary frequently at his whims and fancies, as a result of which we could not visit and see some very important places which were clearly mentioned in the itinerary. Focus was always shifted to the Optional experiences.

a) Rome We were not taken to the Colosseum to visit and take photos. We just drove past the Colosseum and Mr B*** showed us the Colosseum from a moving bus. We were not taken there. It was again shown from a far off bridge at night, but that was only for the ones who went for the optional dinner. When we reported this to Trafalgar, the next day Mr B*** asked us to take a taxi to the colosseum, and claim the taxi amount from Trafalgar. What kind of behaviour is this? He also warned us that we might not be back in time, and might miss the visit to the Vatican. We can either do this or that. On asking him why the trip is so poorly planned, he said that its not possible to accommodate everything on the itinerary. There is not enough time. My question is if Trafalgar and the Tour Director are on the same page or not? If it is not possible to accommodate everything on the itinerary, why is it even mentioned in the itinerary. Is it meant just to fool the customers?

b) Paris - We were not taken to the Eiffel Tower to view and take photos. We only saw it from the Seine river cruise (which was an optional tour), and were only shown the Eiffel tour at 10:30 pm on our way back from the cruise. This too was the lit up Eiffel Tower from a far distance and we were given 5 minutes to get down and get back into the bus. And what if we did not want to go for the optional river cruise? Then we wouldn't have seen anything at all! We wanted to go to see the Eiffel tower from close during the day (as mentioned in the itinerary) and take photos, but the request was declined. When we asked if we can ourselves go and see it, he said of-course, everything in Paris is at a walking distance of just 45 minutes. He said this inspite of knowing the fact that my mother is old and cannot walk that much. He did not bother to help us out with the logistics or explaining it to us.

Colosseum and Eiffel Tower are the places for which it was clearly mentioned in the itinerary as places of visit (and not viewing from the bus or optional cruise). We were not taken there in spite of it being clearly mentioned in the itinerary. We have spent a lot of money and travelled all the way from India to see these important places but were not taken there, as a result of which our tour stands as an unfinished agenda. If we knew that you are going to change the itinerary and deprive us of a visit to these two important places, Colosseum in Rome and Eiffel Tower in Paris, we would have selected another tour company.

5. At the end of the tour, while we were departing from the hotel in Paris, our baggage was not carried down by the staff in spite of the fact that we had confirmed with Mr B*** the previous night that it will be done. We have paid porterage charges for the entire tour duration including the last day. When we came down to the reception that day, the tour director spoke to us very rudely and said that its not a part of his job anymore, and that we can get it done ourselves.

6. On checking out from the hotel in Paris, all guests were given packed breakfast boxes, except for the two of us (even though we had come down to the reception well before time). If all the guests were given lunch boxes, why were we denied the same? When we asked the tour director, he said that some other guests have taken our breakfast and it is not his responsibility to take care of all this. Seriously? Is this the kind of behaviour for which we have entrusted Trafalgar with our hard earned money? We finally did not get our breakfasts that day and nobody was held accountable for it.

No excuses are acceptable for this kind of behaviour. It appears that your tour director has racist tendencies because we were Indians citizens. This is alarming. Your tour director Mr B*** C****** gave us poor service, and was unbelievably very rude with us. It can be seen that all the above shortcomings are not minor in nature but major defects in the functioning of your company Trafalgar. We have travelled with other tour companies like Globus and Cosmos and have not faced any such deficiency in service. This amounts to harassment of guests and will be given wide publicity in all travel forums so that no one ever makes the mistake of going on any tour with Trafalgar. Whenever anyone asks us about the tour, we are making it a point to tell them about the discrimination and problems we faced with Trafalgar.

We demand adequate compensation for the deficiencies in service as mentioned above. That is the least you can do to restore your credibility.

Asmita Anil Menon

Ajanta Venugopal

Trafalgar canceled our trip (in December 2021) six days before we were to fly out which I understand because of the pandemic (we had this trip booked long before the pandemic hit). However, we had purchased insurance!

They still would not refund our money. They did, however, give us a credit to use within two years (how generous of them). We have tried multiple times to call them to re-book our trip only to sit on hold for HOURS waiting for someone to actually answer the phone. Today, my husband has been on hold since 8:00 a.m.

and its now 10:25 a.m. STILL WAITING for someone to answer. Oh, and you can't book a trip using a credit without speaking to an actual agent. Would be great if an actual agent would answer the phone.

Now I'm kind of concerned to even travel with them but they have $4,200 of my money! I will NEVER use them again.