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Business Profile

Railroad

Royal Gorge Route Railroad

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Royal Gorge Route Railroad's headquarters and its corporate-owned locations. To view all corporate locations, see

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Royal Gorge Route Railroad has 2 locations, listed below.

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    Customer Complaints Summary

    • 8 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/29/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 bought two tickets for the vistas dome because of the view. The clerk said it was an overhead glass dome. The price of the ticket was$144.00. When I got on the train it was obvious lesser priced seats had the same view. To have a decent view I had to stand outside in the cold; or I had to move to a lesser priced seats was more comfortable. My companion,*** ***** submitted a similar complaint.

    • Initial Complaint

      Date:05/29/2025

      Type:Product Issues
      Status:
      Unanswered
      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 paid the most money for a seat on this scenic train.I looked at a picture of the different seats and chose the dome car, for the best viewing area.I couldnt see anything from my seat since it was on the rock wall side. Also, there wasnt any overhead viewing area, like the picture I saw.I had to go outside and stand in the cold, in order to see the scenery. I wasnt prepared because I thought I would be warm and inside, after paying for the most expensive seats.This was a classic bait and switch.

    • Initial Complaint

      Date:10/05/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      We did not receive the product that we paid for. We did receive many excuses as to why we didnt receive the product we paid for. That doesnt cut it. We know many business owners and we Understand things do go wrong sometimes. Not the customers fault. We want to get the value of the product we purchased. We dont want to hear the long list of excuses as to why we did not. Royal Gorge railroad was not able to deliver what was promised.Some compensation is due here. I have reached out many times. Its almost more unforgivable as they dont take ownership of their problems and resolve them. Overall, they dont care about their customers one bit. Greedy. They charge a pretty high price for this ride.Then they take the money and run. Not a care about the people who have spent their hard earned money. I asked for a call to discuss our experience and instead received a dismissive email response from ****** *******.

      Customer Answer

      Date: 10/16/2024

      My full name is ****** **********

    • Initial Complaint

      Date:08/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      We attended the Santa express December 2023. They oversold the train and didn't properly factor in time for the amount of people. This resulted in Santa not arriving in our train car until the train ride was over and back at station. Kids were crying and upset thinking that they didn't get a chance to speak to *****. None of the workers knew where he was. When he finally arrived, he was in such a rush, he spent no time with the kids, didn't talk to them, didn't take their lists. We've been on the train 6 years and this experience was horrendous and nothing like the others. The kids were completely cheated of their experience with ***** and the magic of the train.I called the week that it happened and was told someone would reach out. It wasn't until February that it was escalated to ******* who finally responded with ONE email before going radio silent. He offered nothing in compensation for the poor experience but simply excused it by saying it was one of their busiest nights. Great? You guys made more money than usual and ended up cheating kids out of a good experience by your poor time management? ******* went radio silent after one email. ***** has never bothered to call or email back. ****** has told me she'd get me answers and has also gone radio silent. I've called over two dozen times in the last 7 months and not a single person actually calls back to take responsibility for this in a proper way.

    • Initial Complaint

      Date:03/01/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Trouble receiving refund or anything regarding purchase of 2 Royal Gorge train rides, $258.00, on Oct 21, 2023. Train had emergency engine failure and stalled 5 minutes into ride and thereafter resumed after being pushed by ******* for a couple miles after about ***** minutes stranded on track. It was said by staff on train there would be some refunding available. On Oct 31st, ****** from Royal Gorge left phone message that I would be receiving email on how to move forward on anything as far as reimbursement, etc. No such correspondence received, and no return phone calls thereafter (several calls made). We traveled to ********** area for this specific event during our CO trip. We also had drinks/food on train during wait time. No information provided on train, and upon arrival to station after short ride, hundreds of people lingering for next trip (if they actually made it?) and in office to find out about refunds. We decided to move on (too much time) and deal with issue later, but obviously should not trust this operation with their declaration of some type of action. Can you advise? Thank you very much.

    • Initial Complaint

      Date:10/25/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Train ride for 3 people booked for 10/21/23 at 12:30. Train left station at 12:50 and broke down at 1:00. We waited over 2 hours. Our seats were directly in the sun. Our car was hot and absolutely miserable. After 2 hours we started to move. We went another 10 minutes and then went back to the station. When guests asked about a refund, management called police. They refused to speak with any of us. It was incredibly disrespectful and definitely not a proper way to treat customers or run a business.

    • Initial Complaint

      Date:02/09/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      December 2022 Royal Gorge Railroad Train Ride, in ***********, ******** Royal Rip-Off $425 + $50 Change Fee Royal Gorge Railroad *** provided us with a DISAPPOINTING experience after waiting 30 years to make this "must-do" ******** adventure. We got placed on a "disability access" car (by choice), but NO ONE told us the trip we got shifted to, only went HALF WAY UP THE CANYON, IN COMPLETE DARKNESS at 4 pm in Decemer 2022. We COULD NOT SEE THE CANYON AT ALL because od the cloudy verticle windows, in the dark. We discussed our frustration with the office and on-board staff, who said, they "PROMISED" to follow up with us to discuss a possible refund. Upon expressing our frustration while on board, the junior staff guy told us he "hoped we died a slow and painful death" for complaining and asking for options. No joke! Then, after MULTIPLE follow-up calls and emails, we got another "PROMISE" to get back to us. TWO MONTHS+ later, still NO CURTESEY RETURN CALL OR EMAIL. This family-run enterprise operates more like a crime syndicate family. They only want your $$$ and once they have it you are on your own if there is an issue. They do not care about customer service.

    • Initial Complaint

      Date:01/03/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Below is a copy of the email sent to the company."My family and I were on the 12/23/22 Santa train for the 7:00 ride. In addition to paying for three adults and three children, I paid for two photo packages for a total exceeding $800. When I purchased the pictures, I was under the impression that we would each be going home with a photo in front of the train or a backdrop of the train. To my surprise, not only did we not get a photo in front of the train, but we would only get a digital copy of the picture that was taken in a booth on the train. If I had known this was the case, I would have either purchased only one photo package or not purchased it at all as I could have done this myself. Additionally, we were supposed to get a golden ticket that the conductor would punch. This would have been an amazing experience for my three grandsons. While on the train, I had to ask multiple times when we would get the tickets. I did not get them until the last 5 minutes of the trip and was informed that the conductor would not be punching the tickets.As I am writing this email, I still have not received my digital copy of the photos taken. I came from ********** to visit my daughter and her family and give them all an amazing adventure only to be disappointed. I would like someone to contact me to discuss options and to provide me with the digital copy of the pictures I already paid for months ago."I sent several emails, like the above email, and left several voicemails to the company but still haven't been contacted to resolve the issue.

    Royal Gorge Route Railroad is NOT a BBB Accredited Business.

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