We were visiting a friend in CT for a few days and wanted to take a day to see some highlights in NYC. She had previously taken guests on the city sightseeing tour so we purchased our tickets by phone. As you can read below, it was a disaster as far as allowing us to see a few chosen sights. Upon our return home, I called to let them know our disappointment and was told a claim would be entered for us. We received a reply saying their policy was no refunds. I sent the following to explain more fully what our experience was.
Dear Greg,
I received your email and would like to clarify a few points since the file was started as a result of my phone call and I’m not sure what information that contained.
We went on-line to purchase a one-day tour of New York which would include visiting the 9/11 memorial museum and the Statue of Liberty/Ellis Island visit. The information on-line was not very clear so we called the number provided and spoke to a representative. He answered our questions and said he could make the reservation for us so we let him. Our understanding was that by purchasing the flexpass we would have a “fast pass” to the attractions that we chose. We understood that the first attraction was the bus tour itself and then we added the above mentioned attractions for a total of three attractions for four adults.
Despite having the reservation made, we still had to wait in line for over a half an hour to get our tickets. There was no advantage to pre-ordering as people coming in off the street got in the same line. This is poor customer service in my opinion.
When we finally boarded the bus, we were not given any earphones. After about 10 minutes we wondered why we weren’t hearing any information (we thought it would be over a speaker on the bus) so one of our party asked the driver and we were given the earphones.
We drove past the 9/11 Memorial and the bus didn’t stop until we were almost 2 blocks past the site…I don’t see any reason we couldn’t disembark at the site. Two of our party were upstairs and were coming down the stairs to get off but the bus started up and went another block before they were able to get off the bus after they called out to the driver to stop. This delayed our visit until we could re-connect with our friends.
There were long lines at the 9/11 museum and we were under the impression that our FlexPass would allow us to bypass the line. When we finally got to the window we were told that not only did we not have a pass to bypass the line, our tickets weren’t even accepted for the exhibit! Our time was very limited so we didn’t wait and didn’t see anything but the reflecting pool.
At our own additional expense, we took a taxi to Little Italy to have lunch. We then, again at our additional expense, took a taxi to Battery Park so we could take the ferry to Ellis Island, our other chosen attraction. We got there in time to see the last ferry leave. There wasn’t anywhere on your website, in the ticket office, or on the tickets to indicate the time for the ferry and that it stopped running at 3:30!
We waited for the bus to come back and took it to Rockefeller Center where we disembarked to at least see that area. By then it was time for us to catch our train back to CT where we were staying.
The following Monday, May 21st, was our departure day from Newark. We felt so bad at missing Ellis Island and the Statue of Liberty that we purchased ferry tickets from New Jersey side, left very early in the morning to drive to Liberty Park and took the ferry to Ellis Island and Lady Liberty before we had to leave to catch our flight home. This was at an additional expense and much more stress in driving ourselves, what we were trying to avoid by taking your bus tour.
So, I hope this clarifies some of our complaints, namely:
1. No Flex Pass
2. No advantage to pre-ordering/paying
3. No earphones for the first portion of our tour
4. No admittance to the 9/11 Museum
5. No visit to the Statue of Liberty or Ellis Island, and no schedule provided re: ferry times
What we basically paid for was a very expensive drive around a portion of New York, partly in silence. I feel we are entitled to a refund due to false advertising and misleading/missing information. I am asking you to re-consider your judgment on this case.
Thank you for your consideration.
We were again told that no refunds would be offered so I asked that we AT LEAST get a refund of $25 each ($100) since we were unable to utilize admission to the added attractions (9/11 Museum and ferry to Ellis Island/Statue of Liberty). This was their response:
We don't issue partial refund on the pass. I apologize for the misleading information that you received. As far as no earphones for the first portion of our tour. I would have recommended to get off and catch the next bus. At the Statue Of Liberty and the 911 Memorial , it is first come first serve with our pass.
I would NEVER use this company again and would NEVER recommend visitors using them. It would have been far cheaper, more efficient, and more comfortable for us to use taxis to get around the city and we would have been driven right to the sights. This company runs a scam with all their young people out on the street corners herding unsuspecting people in and taking advantage of their unfamiliarity with the city.