Complaints

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:09/22/2024

  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.

  I took a tour of Ireland with you from Sept 12, 2024 to Sept 19, 2024. I booked it in March of 2024. My CIE representative was ****** *****.I told ****** that I have a disability affecting my mobility. I had even asked her whether I could bring my ****** on the tour. My tour included several activities that turned out NOT to be accessible:1. ************* (try using a rolling ****** over cobblestones...)2. *************** Medieval Dinner (stairs...., no elevator)3. Skellig Experience 4. Cliffs of Moher (all the golf carts they use for disabled people were down and I could not make the climb).When booking the tour, I had asked ****** if I could stay on the bus if I were unable to participate in an activity. She said yes. That turned out to be untrue. Instead, I had to walk a lot more than anticipated to find a place to ***** paid good money for these experiences, which turned out to be wildly inaccessible despite my best efforts to plan ahead. I knew nothing about Ireland going in. This is where I depend on travel agents, like ******, to provide accurate information. I expected better!I attempted to email **************************************** (after being advised by a representative when I tried to call to discuss all this), but the email bounced back. *** doesn't seem too interested in hearing my concerns. I would really like to talk with someone from there.

  Business Response

  Date: 09/23/2024

  To whom it may concern, 

  CIE Tours systems record every inbound and outbound call. We have reviewed each of the 8 calls and at no time on each of those calls did the guest advise CIE Tours that they had mobility issues. We are happy to download each of these calls and send them to the Better Business Bureau if required.

  We are disappointed ******* did not enjoy her vacation in *******, we at CIE Tours pride ourselves on our superior client satisfaction ratings. 

  We would be happy to extend a 20% discount off the land portion of a future CIE Tours guided tour to the guest to encourage them to come back and travel with us again on a more suitable tour suited to their mobility limitations.

  If you have any questions, please do not hesitate to contact us. 

  Kind regards, 

  ***** ********************************** Manager 

  ********************** 

• Initial Complaint

  Date:11/06/2023

  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.

  I booked a trip with CIE Tours for my family on July 20 2023 which included a separate purchase for trip insurance. Recently my mother became very ill with a long term medical condition and requires 24 hour care and as a result has had to come live with my family full time. Due to this unforeseen problem we will not be able to go on the trip as planned. I wrote to CIE Tours and received a reply from *********************************** that I would receive $750.00 refund but that penalities would be charged in the amount of $1887.00. The trip insurance I purchased includes the Enhanced Cancel For Any Reason Penalty Waiver benefit which states:"Part A of your Protection Plan includes the CIE Tours Enhanced Cancel For Any Reason Penalty Waiver. This allows you to cancel your CIE Tours travel arrangements up to 1 day before your scheduled departure for any reason not specified by Part A of the Travel Protection Plan. Under this benefit, CIE Tours will refund the amount of your cancellation penalty in CIE Tours travel certificates."Per the trip insurance terms I should receive travel certificates for the cancellation penalty amount of $1887.00 so that I can rebook my travel with CIE Tours at a future time. I am not asking for my money back but rather to have the penalties money remain with CIE in the form of travel certificates and available as a "credit" when I book the tour in the future. Several attempts to call CIE via phone to resolve this issue at ************ were not successful.

  Business Response

  Date: 11/29/2023

  Dear ********,

  I am so sorry you had to cancel your reservation due to your mother's medical conditions.

  The ******** protection you purchased allows you to cancel up to 24 hours prior to departure for any reason and if cancelling day of departure it must be for a "covered" reason.

  Per the cancellation letter that was sent, the procedure is to file a claim with ******** by calling ************** or online at www.********.com/wpf429t.

  Your claim should be for $750.00 to recoup either a cash refund or a voucher for future travel.

  The cost of insurance $1137 ($379 per person) is not refundable or claimable.

  CIE Tours refunded $750.00 to your credit card ending in 5141.
  

  I am happy to inquire about the status of your claim if you can provide your ******** Claim number.

  Any questions please contact me directly, ****************************************

  Kind regards,

  ****

  
  ********************; | **************** Manager ************************************************************************* 
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