I truly regret this tour. They company had one job, to get people there and back again.
Getting home was a nightmare. We arrived 40 minutes before the scheduled 6:58pm and the line was already extremely long. We ended up waiting 2 hours and 10 minutes before we got on a bus home.
Apparently there was bad traffic in Manhattan and I understand that would affect the schedule. However there was no communication from the drivers of the other buses that did arrive on where the schedule was up to. All i wanted to know was which bus they were so I could understand when the next bus might be coming. But they obviously did not care at all and would not answer my question and muttered something about other buses.
I rang grayline tours but the lady on the line kept on referring to the schedule which I had a copy of and telling me that the buses were all on schedule. She then started to question how long I have been in the line and trying to turn it back on me. All I wanted to was where the schedule was up to in order to work out if I needed to wait another 1 or 2 hours.
This was a very bad user experience. I recommend management take one of your tours to understand how many communication issues you have in our business and the simple opportunities to improve.
For example, a driver could have taken a full load of people then told the rest of the line “folks this is the 6:58pm bus, the bus that was scheduled for 8:15pm is 30 minutes behind me.”
Etc etc. But instead I got a no &ucks given attitude.