Complaints

This profile includes complaints for Rocky Mountain Railtours's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Rocky Mountain Railtours has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Rocky Mountain Railtours

  1755 Cottrell St Vancouver, BC V6A 2L8

• 

  Rocky Mountain Railtours

  130 1150 Station St Vancouver, BC V6A 4C7

• 

  Rocky Mountain Railtours

  1100 980 Howe St Vancouver, BC V6Z 0C8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:24/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22326207
  
  I am rejecting this response because: this is not an equitable replacement.  I paid for luxury domed rail car w/gourmet food and scenery only available viewed from the rail tracks.  I paid for a rail trip to **********************  I did not receive these things/experiences paid for.  A broken, cramped bus is not an equitable replacement.  And $1000 off on a future trip is less than useless.  Rocky mountaineer promised and were paid for well in advance for a trip that I did not receive.  If you are paid for something and you do not deliver it, you owe the money back.  $1000 refund (US dollars) is equitable in light of the over $6000 I paid.  Not to mention pain and suffering involved.  
  
  Sincerely,
  
  *** *****ion. ***** to the ** employees. The refusal to refund money paid when I did not receive what I paid so dearly for is not how reputable companies operate. Please help if you can. Thank. Yo

  Business Response

  Date: 27/09/2024

  Dear ***,
  
  As mentioned previously in our communication in Case ********, the situation of the labor action between the Canadian Pacific and Canadian National rail lines impacted our operations. This required us to make necessary adjustments, and we provided alternatives that were fair and within the scope of our terms and conditions.

  We understand your disappointment with the compensation offered and acknowledge the difficulties you faced. However, we must emphasize that the 500 CAD and the promotional discount code provided is our final offer. This compensation was offered to all impacted guests and this decision reflects our effort to recognize the disruptions while also considering the broader circumstances beyond our control.

  The monetary amount provided is not intended as a refund or compensation for any portion of the booking price, but rather as a gesture of goodwill to show our appreciation for your understanding and patience as we navigated these challenges.

  We regret we had to alternate your travel plans, that was not the experience we intended for you, and we sincerely apologize for the impact and inconvenience this has caused.
  
  Kind regards,
  

  
  

  Business Response

  Date: 09/10/2024

  Unfortunately, in August, our services were disrupted due to circumstances beyond our control (CN/CP strike). We were unable to operate the train between *****/********************* and ********. An alternative was offered to our guests, which they accepted.

  We adhered to our terms and conditions and provided the best available alternative for our guests. Additionally, we offered a goodwill gesture of CAD 500 per person and a promotional offer to travel with us again with a discount of CAD 1000 or USD 1000 (depending on the route). To ensure fairness to all guests affected by the strike, we will not increase the amount of the goodwill gesture.

  Kindest regards,

  Guest ***************** at Rocky Mountaineer

  Customer Answer

  Date: 13/10/2024

   
  Complaint: 22326207
  
  I am rejecting this response because: their reply is incorrect - we were never offered, nor did we accept an alternative.  We had no choice but to board that broken bus.  There was NO alternative.  I paid for luxury train trip.  I paid for train travel to *********************, and Banff.  I did not receive these things that I paid for.  Discount on future travel is worthless.  Retired folks, senior citizens often can't afford any more than one "once in a lifetime luxury experience".  
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:26/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22188546
  
  I am rejecting this response because:  We were traveling with two (2) other couples.  One of them requested insurance letters for all of us.  I don't know if they have insurance or not, we did not purchase insurance through Rocky Mountaineer nor do we have any insurance that will reimburse us for this expense.  ************** has reimbursed us the cost of our airline ticket, less the cost to travel one way from ************ to ******* (because we drove home from *******).  Delta also reimbursed us some of our expenses for the 5 days we spent in ******* waiting to get on a flight.  I don't know what proof I can send you that we don't have insurance, but we don't.  We want a reimbursement from Rocky Mountaineer at a minimum for the train portion of the trip.  We do NOT want a credit for another trip (we did initially), based on this experience and the complete lack of appropriate response from the beginning.  We want our **** credited. 
  
  Sincerely,
  
  *****************************e. We spent $12,093.63 USD for this trip and got absolutely NOTHING. Their customer service has been horrible. Emails that have gone unanswered. They sent us letters to file insurance. We had no insurance. We are over 65 years old and don't have $12,000 to waste. We initially asked for a credit for a future trip, and were told no. At this point, we would not ever take a trip with such an awful company. We want a refund of our money. I realize the policy is no refunds/no cancellations. Exceptions are made to policies and certainly should be made with this situation. We didn't cancel - we could not get there. This was a situation that was 100% out of our control. They need to do the right thing and refund us our money. I have disputed the charge with my bank because I paid for a service I did not receive, but I am also filing this complaint.

  Business Response

  Date: 26/08/2024

  Dear *******,

  I am truly sorry to hear about the difficulties you experienced with your recent Rocky Mountaineer journey. I understand how frustrating and disappointing this situation has been for you, especially after making such a significant investment.

  Situations like these are truly beyond anyone's control, and we empathize with the stress and disappointment they have caused you. To help protect against such unexpected events, we highly recommend our guests consider purchasing travel insurance, which can provide coverage and peace of mind in these unpredictable circumstances.

  In our last correspondence, you confirmed that you would be proceeding with an insurance claim and requested an insurance support letter from us. We provided this letter to you on August 9th to assist with your claim process. If you have not received this document or require any further assistance with your claim, please let us know, and we will be more than happy to help. I have also attached it to this correspondence. 

  Should your insurance claim be denied, we encourage you to contact our *********************** to discuss potential resolutions. Our team is committed to working with you to find a satisfactory outcome and address any remaining concerns you may have.

  Once again, we deeply regret the inconvenience you've experienced and appreciate your understanding. Please don't hesitate to reach out if you need any further assistance.

  Warm regards,

  Rocky Mountaineer Guest Experience Team

  Business Response

  Date: 05/09/2024

  Dear *******, 

  Thank you for your response. We understand that you did not have insurance that would cover your cancelled journey. However, it was mentioned in your earlier correspondence that you disputed the charge with your bank. Given this, we are unable to consider any goodwill gesture at this time.If you decide to withdraw the chargeback, please feel free to reach out to us again at the ************************

  Kind regards,

  Rocky Mountaineer Guest Experience Team

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 22188546
  
  I am rejecting this response because I filed the dispute with my credit card because of a lack of response from Rocky Mountaineer.  It was a last resort to try and recover my funds.  I have no hope that the dispute with the credit card will stand.  I would be happy to withdraw my dispute with BOA IF I have some guarantee that Rocky Mountaineer plans to do anything.  I no longer want a voucher for a future trip; that is not an option any longer.  I simply have asked for some consideration of a refund, even a partial refund.  We planned this trip for years and finally were able to book it, and to pay $12,000 + and have absolutely nothing to show for it, is very disheartening.  

  I would be happy to work with Rocky Mountaineer but until I involved BBB and the bank, the lack of concern or desire to work with me was non-existent. 

  Thank you - 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22083874
  
  I reject the specious reply from Rocky Mountaineer.
  No way do I accept this, but there seems to be no relief available.
  It is clear that Rocky Mountaineer has set up their contracts with Discover holidays so they dont have to honor any commitments they make. No wonder they have an F rating.
  I am disgusted and will stay away from ****** in the future.
  *******************************

  
  
  

  Business Response

  Date: 08/08/2024

  This reservation was booked under 2024 Wholesale JTC ****** to Vancouver Rail Only (WHS1559253) between Rocky Mountaineer and the wholesaler Discover Holidays.  As per the terms and conditions attached this situation is addressed under our terms and conditions. The restrictions imposed by this evacuation order are a force majeure event beyond the control of Rocky Mountaineer.
  - Force majeure events are addressed in section 11 and 12 of the terms and conditions. Under
  section 12, deposits are repaid only if an itinerary is cancelled in a non-force majeure situation.
  This is a force majeure situation, beyond the control of Rocky Mountaineer. We are providing the
  best alternative reasonably available and no refund is payable.
  -Section 8 of our terms and conditions states that Rocky Mountaineer reserves the right to modify, alter, or
  substitute all or any part of its services when reasonably necessary or advisable Hence, all itineraries
  are subject to change without notice at any time.

  In the case of the booking for *******************************, alternative route From ***** to ********* was provided to the wholesaler Discover Holidays and Discover Holidays chose to cancel the booking at the regular T&C's of 20% penalty.  After being instructed by Discover Holidays to cancel the booking, it was cancelled on August 2nd, 2024 and Discover Holidays agreed to the penalty for cancellation.  The Terms and Conditions were followed in the contractual agreement between Rocky Mountaineer and Discover Holidays. 

   

• Initial Complaint

  Date:11/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently paid for the remainder of a train trip, $7,700+. The payment was posted twice. One went through, one is pending, for a total of $15,400+ is credit holds dropping my credit balance to negative. When containing Rocky Mountaineer, there statement is that they know this a problem for over a month, but there is nothing that they can do. They state that their vendor PayPal must fix it.This leaves me with a $7,700 credit hold and limited ability to use my credit card. It is unbelievable how they take no accountability and do not care. I want the pending charge removed, an apology, and payment for any future payment fees because my credit card could not be charged.

  Business Response

  Date: 30/07/2024

  Dear ***/*****,
  
  We apologize for any inconvenience ******************** has encountered due to the recent payment processing issue. Unfortunately, this technical glitch arises from the interaction between the bank or credit card provider and PayPal, which serves as the third-party payment processor.
  
  Rest assured, we have promptly escalated this matter to PayPal, and they are actively addressing it. Our priority is to resolve this situation swiftly.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience as we work toward a resolution.
  
  Sincerely,

• Initial Complaint

  Date:13/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Dear Rocky Mountaineer Business,
  
  
  The last paragraph of your response is a quote from your FAQ page, which represents a clear discrepancy and ***** *********** that your business provides to customers. There is  no reference in the FAQ that the Date Change equals Cancellation. At no time was I planning to cancel my trip - I was merely attempting to change the date and highlighted FAT section led me to believe that I’m able to do it (***** ***********).
  
  
  The date when I contacted Rocky Mountaineer Customer Service was April 24th, 2024. The trip date is July 1st 2024. 
  That is 65 days prior to the scheduled departure date.
  
  
  So as per information stated in your FAQ - I should be able to make the change, but unfortunately received a refusal to change it for the next season of 2025. What was offered by your business is to change it for a different date in 2024 when we are unable to make that trip. We are also not able to find other people to take our place. So, that is the reason I’m requesting the refund for my original deposit and was planning to use that refund to book a new trip during the 2025 season. 
  
  
  I am highlighting the relevant part that was ********** and led me to believe that I’m able to change the dates of my travel. 
  
  
  "Changes are permitted, however they are subject to change fees depending on when the change request is received in relation to the start of your itinerary. Cancellation of any or all services are fully non-refundable, unless otherwise stated in your itinerary. And no changes are permitted less than 15 days prior to the start of your Rocky Mountaineer itinerary."
  
  
  I’m insisting that your company refunds my original deposit due to the ********** information in the FAQ section of your website, which has a discrepancy with you Terms & Conditions. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  on is not readily available in the FAQ section. In fact, the FAQ information is **********, as it suggests that changes can be made with a reasonable fee.
  
  Given the discrepancy between the FAQ section and the terms and conditions, I believe our request to change the dates should not be treated as a cancellation, and we should not lose our deposit. We made the booking in good faith, based on the information provided in the FAQ section, and the policy described there did not reflect the reality of your terms and conditions.
  
  After emailing back and force with customer service the only possible solution I was offered is to pay extra $200 fee and change the dates of the trip but only within 2024 season, which is impossible due to my husband's work schedule or the name change for the additional $100 fee (I'm not able to find anyone willing to take over our reservation), so there is no practical solution.
  
  I demand that the Rocky Mountaineer refunds $1083.01 USD due to being ****** by info in FAQ.

  Business Response

  Date: 19/05/2024

  Dear Guest,

  When you booked your journey, the terms and conditions were provided, and your acceptance was recorded. As outlined in Section 12 of our Terms and Conditions, a change in train departure date is considered a cancellation.
  Despite this, we endeavored to provide multiple options as an exception to our T&Cs, which unfortunately were not acceptable to you. In addition, we escalated your request to our senior leadership team, seeking to offer even further exceptions for travel credit for next year. However, this request was declined.

  Additionally, our FAQ page clearly states the following:

  "Changes are permitted, however they are subject to change fees depending on when the change request is received in relation to the start of your itinerary. Cancellation of any or all services are fully non-refundable, unless otherwise stated in your itinerary. And no changes are permitted less than 15 days prior to the start of your Rocky Mountaineer itinerary."

  We appreciate your understanding and regret any inconvenience this may cause.

  Business Response

  Date: 22/05/2024

  We appreciate your feedback regarding the information presented in our FAQ section. After carefully reviewing your request and our policies, we must respectfully decline your request for a refund of your original deposit. As mentioned earlier, we were being quite flexible by providing multiple options as an exception to our T&Cs, which unfortunately were not acceptable to you. We regret any confusion that may have arisen from the information provided.

  Kind Regards

   

   

  Customer Answer

  Date: 22/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  With all due respect, this is not an acceptable business practice to ******* customers with ***** information in FAQ section. 
  

  Please refer to details of my previous message. I insist that my original deposit is refunded back to my credit card. 
  

  The options that you offered were not viable - at the very least the deposit that I paid should be extended as credit for 2025 , this option was not offered. 
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:14/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  Complaint: ********
  
  I am rejecting this response because: This is the SIXTH similar excuse letter I have been receiving from Rocky Mountaineer since August. I will not be satisfied until I receive the money that is owed to me and **************************

  
  Sincerely,
  
  ***************************

  ouver hotel accommodation) a RM rep (one of the few who had a clue) told us that there would be a shuttle to take us to Lake Louise on Wed. So Wed morning, instead of the gourmet breakfast and lunch to be provided on the train, we paid for our own breakfast in the hotel, and the bus stopped for lunch in a small town for us to run out and purchase our own fast food. RM provided assorted bags of chips and candy (******s etc) and water for us adults to snack on. What an insult; this would not even be suitable for a child’s field trip. RM had no contingency plan in place. When we were at the fateful meeting with RM in Vancouver on Sun Aug 20th, we were PROMISED monetary compensation for our meals. The amount promised did not begin to pay us back for our loss, but it was SOMETHING. Now-after MANY phone conversations and MANY emails-it is Nov 11, and we have received NOTHING. RM needs to be honest and do the right thing and pay us the money owed to us. $125 per day per person=$500 owed
  

  Business Response

  Date: 15/11/2023

  Dear Guest, 
   
  I hope this email finds you well. I wanted to take a moment to express my sincere appreciation for your patience and understanding while our finance team is diligently working through a significant list of refunds as mentioned in our previous correspondence. I understand how frustrating it can be to wait for your refund, and I want to assure you that we are doing everything within our power to expedite the process. 
   
  To help resolve your issue as quickly as possible, I have personally escalated this to our finance team. While I can't provide a specific timeframe for when the refund will be processed, please rest assured that we have not forgotten about your request, and it remains a top priority for us. 
   
  I understand the inconvenience this situation may have caused, and I want to thank you for your understanding and patience during this time. We are committed to resolving this matter as swiftly as possible and ensuring that you receive the refund you are entitled to. 
   
  Once again, thank you for your understanding and patience. We value your business and are dedicated to ensuring your complete satisfaction. 
  

• Initial Complaint

  Date:17/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HORRIBLE ROOMS HORRIFIC RIDE NO FOOD!
  $9,000 plus airfare lost and travel insurance not covering either. Rocky Mountaineer - a supposed LUXURY TRAVEL Provider is a *****. It started with a day of notifications and phone calls AFTER we had already arrived in Vancouver Canada telling us that our train was canceled but that the Jasper train had seats. ****. Hours later suddenly there were no seats on the Jasper train. Forcing us to hail a cab and forfeit our tour of Vancouver and trek to the Rocky Mountaineer office our travel firm told us that only the RM staff knew what was going on and to go to their office.RM at *** ******* Hotel office staff told us that now we will instead be on a luxury motor coach and to go to the lobby at 6:50 am. They also promised that we would get a free Luxury Train Trip for the next year. We arrived first and were told that we would have the second row. ****. We waited with nowhere to sit in a draft for 3 hours. They loaded us into a bus in the last row right next to the toilet with non-reclining seats while their staff sat comfortably in the second row and we complained. We were the bathroom monitors for twelve hours ! We were promised 6 stops on a long trip to Banff and $125 for meals. We had two 15 minute stops one of which my friend was trapped in the bus restroom with a stuck latch, and NO MONEY was given to us for meals to this very day. The trip was supposedly for our safety but was very dangerous with wildfire smoke choking us for hours. The whole bus wore masks for at least 3 hours and some almost the whole way. Rocky Mountaineer should have just flown us to Calgary. In the meantime we took detours on windy thin roads up and around barns and farms, skidding in dirt, riding over sidewalks and coughing through smoke. At 11 pm room keys were given to us for the $750 room at Banff Springs Fairmont, a room so small that I ran into the wall every time that I got out of bed. The Calgary room was next to the elevator NOISY til 1 am.

• Initial Complaint

  Date:29/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  I had to **** ** ***** ********* ********* **** * ****** ** ****** *** ****** ****** *** ******* **** *** *******  Great customer service from the onboard train staff.   Very poor customer service from the corporate staff.
  
  
  
  Sincerely,
  
  
  
  *** ******

  all of the credits have been sent out.
  
  They have been dragging their feet on this for too long. *** ********* *** *************** **** **** ** **** *** ******* ********** ** ********** *** ************* ***** when it comes to processing refunds.
  
  I am asking that they make good on their promise of the $125 credit by processing it immediately,

  Business Response

  Date: 10/10/2023

  Dear Mr. ******,

  We are glad we were able to process the refund for you and we thank you for your patience. The delays were not something we have planned nor wanted and your understanding is much appreciated. 

  If you have any questions please do not hesitate to reach out to our Guest Experience Centre. 

  Kindest Regards,

  Aljaz F**** |   Manager, Guest Experience Centre

  t. 1 800 653 4105

• Initial Complaint

  Date:21/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservation with Rocky Mountaineer Rail travel - gold leaf level for 8/13 -8/21/2023. On 8/15 boarded the train in Vancouver to Kamloops; midday the air conditioning went out in rail car; was told technician on board and will be fixed; did not happen; outside temp 110F - 120F which in turn made the glass topped car just as hot; company's solution: give out cool towels to passengers; no relief the rest of the trip; spoke to a man in charge on 8/16 and he could no provide a reason why the problem happened and very defensive when questioned; next day, air was fixed to point of being very cool; ******* developed chills and harsh cough; upon arrival in Jasper - he went directly to bed; next morning - much worse; ******** ** ******** **** ****** *********; unable to complete tour; my stay at the lodge had to be extended until ******* discharged from hospital on 8/19 at our expense. had to contract a private driver to take us from Jasper to Calgary to get to airport, at our expense. Expect full reimbursement from Rocky Mountaineer. This was a bucket list trip for my ******* who is a true railroad enthusiast.
  

• Initial Complaint

  Date:19/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this trip a year ago through my travel agent to include hotel stays before and after my trip on the Rocky Mountaineer from Banff to Vancouver. I had confirmation of my itinerary and hotel stays from my travel agent. When we were close to departing the Train at Vancouver a representative came down the train and told us which coach we were to take when we got off the train. I heard a fellow guest being told it was coach 5 for the ******** ********** so said to representative coach 5 for me then. I was told I was on coach 1, 2 or 3 as I was going to ******** Vancouver! I said this information was incorrect!! I was told my suitcases would be on one of these 3 coaches and that I was at the ******** Vancouver. Despite again saying this information was incorrect I was again told I was wrong!! I was forced to get on the wrong coach to go to the wrong hotel. When I arrived at the ******** Vancouver The hotel agreed I should be at the ******** **********. However, going to the wrong hotel and having to wait for suitcases and take a taxi to the correct hotel meant I did not finally arrive at the correct hotel until after 10pm. Having wasted at least 1 hour and a half. I complained to Rocky Mountaineer asking for a Small good will gesture of £100 for my inconvenience for the appalling way we had been treated. Rocky Mountaineer said it was my travel agents error and not their responsibility. I said that as I told them repeatedly that they were sending me to the wrong hotel it was their responsibility to take me to the correct hotel especially as they already had a coach going there. I am surprised my travel agent made an error as all my paperwork clearly stated ******** **********! Which I attach. I took the Rocky Mountaineer on the 15th and 16th September 2023.