Two hours before our scheduled Segway tour, we received alerts on our phones stating that severe thunderstorm warnings were in effect for the next couple of hours starting at 4pm. I called the Segway company and stated that I was visiting and wanted to know what are the next steps after hearing the weather report. They stated that they’ve been following the weather reports and the timing of the storm continued to change, so they will move forward. If it rains, decisions will be made based on the time the rain started and how far along we are on the tour.
Our Segway tour was set for 6:00pm. At around 5:45pm, we saw stratus clouds and heard thunder. I called the company again and they stated that their policy said I must cancel 24 hours in advance, and as for them the tour was still going to occur. We proceeded to head towards the start of the tower when severe winds surfaced(Please not that all of this occurred before our set time of 6pm to start the tour).Thankfully, we ran for cover under a building. We stood there for 15 minutes watching the strong winds and the pounding rain. When the rain slowed down, we ran to our car. I called the company back and the woman stated that the tour already started. I explained in the nicest way possible why that was impossible. I asked for a refund and she stated that they can only give me a voucher or reschedule me for the next available date. I asked for a manager. At that point, she stated that she’ll give me an email address to file a claim for the refund.
To sum it all up, it appears that the workers are given a script to follow and refuse to use logic and reason when speaking to customers. The proof was in the pudding(torrential storms right outside their windows), but they continue to lie. The goal was to say everything on their script and offer no compensation.
Please try out a different company. They could have been more understanding.