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Business Profile

Travel Services

Wake Up and Vuela

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Services.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/14/2024

    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.
    Upon arrival after a long travel day, we waited five hours before receiving any provisions, despite prior assurances about water due to the high altitude. Instead of being allowed to rest and hydrate, we were immediately rushed into a crowded Day of the Dead parade, which worsened our exhaustion and dehydration. Our days began at 7 a.m. and ended near midnight with minimal breaks for food or water. This caused me to become increasingly ill, fatigued, and dehydrated, which significantly impacted my ability to enjoy the trip and worsened my health.There were several instances that showed a lack of proper planning. During a gondola ride, we were not provided restroom access for three hours and were rushed to the ****************************, which was much farther than the estimated 20-minute drive. Two members of our group had to find a restroom on their own, while the rest of us continued to the museum, only to be denied entry for missing our reservation time. The safety of travelers was also compromised. I was pickpocketed at a festival. Despite my distress, **** refused to allow us to return to the hotel to cancel my phone service and secure my credit cards. Throughout the trip, **** displayed unprofessional behavior, often showing frustration when we wanted to take photos or breaks. She discouraged us from taking our own photos, assuring us she would share her own, but after the trip, she claimed technical difficulties and only shared a limited number of photos, missing many key moments.This trip, intended to be a relaxing and enriching experience, caused significant distress due to the agencys and Doras mismanagement. The failure to meet basic promises, neglect of safety, and overall lack of professionalism compromised the trip. I am requesting a full reimbursement for the costs incurred due to the poor management of the trip and a formal apology from **** ****** and Wake Up and Vuela for their mishandling of the situation.

    Customer Answer

    Date: 11/14/2024

    Hello, I accidentally added my work email. Can you please update my claim contact information to my personal email at *************************

Wake Up and Vuela is NOT a BBB Accredited Business.

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