I sent the below via email on May 22 to
[email protected] and
[email protected], but no one ever responded or acknowledged. I said in the email that I would not share on social media, but since no one had the courtesy to respond, I changed my mind.
Terri Nance
I am writing regarding my experience last week with Philadelphia Sightseeing Tours.
We booked our tickets on line the night before for a double decker bus hop on and hop off tour and arrived at Stop 5 (the closest ticket-issuing stop to our hotel) at 9:00 the morning of Friday, May 18. It was obvious since no one was around that the tour did not begin until later. We walked around Reading Terminal Market and returned to Stop 5 around 9:35 p.m. We then learned from your employees that a bus would be arriving at 10:15 a.m. Please note that this was a chilly, rainy day. At approximately 10:35 a.m., two double decker buses arrived but both were full. We were then informed that there were multiple charter bookings that day which was why these two buses were full. We stated that we would like a refund and asked about the process. Employees talked with someone by radio and informed us that a shuttle van would take us (along with others who were also waiting) to Stop 1 where we would be able to board a double decker bus. We were also told that a supervisor would meet us at this stop to discuss a refund. After cramming approximately 12-14 people into the van with several having to sit on the laps of others, we arrived at Stop 1 around 11:00 a.m. where a trolley car was available for boarding, not a double decker bus, and there was no supervisor, only an employee. We again inquired about a refund and were given the email address
[email protected]. By this time, two hours of our day in Philly had been wasted.
We then walked around the general area and took a tour of Independence Hall, returning to Stop 1 around 1:00 p.m. where we were able to board a double decker bus and see the city, leaving the bus at Stop 19 or 20. Since we were finally able to actually tour the city on a double decker bus, we decided we would not request a refund.
However, I feel that you should know we were not pleased with your company's services. If you are going to book charter tours, you should make sure you have double decker buses available for those who are purchasing tickets as individuals. Your lack of planning should not result in my having to wait and be transferred to another stop in order to board a trolley because a double decker bus was still not available.
I will say that the employees at Stop 5 and Stop 1 were very friendly and understanding, and I realize that the problems were not due to anything they had done but rather a lack of planning by your company to accommodate all guests (whether charter or individuals). And Warren was a wonderful tour guide.
I have chosen to notify you directly of my dissatisfaction with your services rather than broadcast on social media. Please note that I will not recommend Philadelphia Sightseeing Tours nor will I book another tour with your company.