We traveled to Louisiana for the holidays specifically to see the bonfires on the levees. We had heard so many amazing reviews about this Gray Line tour (most from Trip Advisor) and were so looking forward to it. When the date came, we arrived early and got on a super long line to board the buses. The weather was perfect despite reports of the possibility of rain or clouds. At least three or four buses filled with tourists and departed a little after 5pm, presumably headed straight for the bonfires.
The remaining 20 or 30 of us did not get to go because our bus got a flat tire on its way to the Gray Line lighthouse on Toulouse St. According to the Gray Line bus dispatcher, due to the large number of tourists coming into town for the bonfires, Gray Line Tours rented out buses from another company, and 99 out of 100 times this subcontractor was very reliable. However, on this night, the company did not communicate anything about the flat tire to Gray Line Tours until at least 5:30pm, which was 45 minutes after we were supposed to be on our way there.
There is, admittedly, nothing that Gray Line Tours could have done to control or prevent the flat tire from occurring. Still, we were extremely disappointed in Gray Line's response to the problem. As soon as they learned about the flat tire, they decided to wait it out in the hopes that it would be repaired and that the bus would keep heading to its destination. They did not seek an alternative bus to pick us up nor did they seem to have any back up plan. When six o'clock rolled around, we were told that they were still waiting to see whether the repair on the tire would happen but that there was no alternative to that bus. No rental companies nearby would be able to provide a vehicle in that short amount of time; and we were warned that ridesharing services like Uber or Lyft would not be reliable as they could probably drive us out there but would not necessarily be available to drive us back to New Orleans (or couldn't be expected to wait there until we were done). Further complicating the issue was that, even if we found a ride, we would be stuck in traffic and might miss the bonfires anyway.
The dispatcher apologized and said that the manager would refund us the total amount of the tickets. That of course was no substitute for not being able to go to the bonfires and it was the right thing for them to do no matter what; but when we approached the ticket office, we saw the cashiers telling some of the other guests that they could not receive a refund and they were talking them into exchanging their tickets for complimentary boat tours. This being an event that only occurred on December 24th, it was not as though any of us could move our tickets to another date for the same event. That was inconsequential anyway since we were leaving New Orleans on the 25th. We told the cashier that we would not be in town later in the week and were able to get a full refund for the tickets. Other families came from much farther than us - one family was New Zealand, another from England; and another party came from Canada to celebrate someone's birthday. All came all the way to New Orleans during this time of year just to see the bonfires but none of them ended up seeing the bonfires.
This was an exceptional event and beyond anyone's control. However, Gray Line Tours could have had a back up plan and had an alternative in place rather than waiting it out knowing that the closer we got to the start of the event, the more difficult it would be to get in. They also could have made it easier for the other guests to get full refunds without insisting that they take another tour that Gray Line offered. For these reasons, we were disappointed in this company and do not recommend this tour.
That being said, if you want to take this tour, you should have your own back up plan and make sure to have other activities planned so that if this the main reason for your trip falls through, you still have fun. New Orleans has so many interesting things to do and see so luckily it would not be too difficult to find an alternative activity.
Response from Host
Jan 2019
You are correct that we had one bus that did not arrive and it took some time to get the contracted company to respond definitively. In the meantime our personnel called on one of our own drivers to come in on Christmas Eve, which he was very willing to do. The difficulty was that the police escort arranged for the buses would not be able to wait the additional time for that bus to arrive. They reported the traffic to be far heavier that in recent years. Rather than have this group wait longer, take the trip to the bonfire area upriver, but perhaps not arrive in time, brought about the cancellation. Our apologies for the fact that we could not provide the tour and if the information was not shared completely. We did provide refunds for the guests who did not take a tour or cruise with us. As this is the first time this has happened to us, it has initiated a plan for 2019 so results will be enjoyment for all that book this experience.