We had a transportation problem on the way, tried calling multiple times only connecting with automated response services that couldn't help us.
Upon arriving, the group had departed. We finally got through to a person whose accent was difficult to understand who informed us that we lost our payment for not being with the group.
We requested a later tour that afternoon and she said no. We requested to join a tour the following day before we left NYC and she said "sorry, I can't help you".
I'm a 9/11 survivor who barely made it out in time, and had not been able to return since then due to PTSD.
My only wish returning to NYC was to visit that sacred site, and to pay my respect to the people I knew that perished there, and your lousy service policy and insensitive representative killed that dream.
I'd accept an apology and a refund, but at this point, I'll just settle for a refund.
I will never use, or recommend your company, and upon reviewing my refund, will consider the matter closed. 1