Business ProfileforRocky Mountain Railtours

My partner Jim and I saved for many months for “the trip of a lifetime” on the Rocky Mountaineer (RM) Train from Vancouver to Lake Louise. When we arrived in Vancouver, we were told that the train would not be operating because of wildfires. If we had been told this information in a timely manner, we would not have flown to Vancouver; we had purchased *** **** ******* trip insurance, and we could have gotten all of our money back. RM knew about this train cancellation BEFORE we left for Vancouver. Jim and I were treated so poorly by RM in Vancouver. They were extremely disorganized at our expense; first we were told we would leave by bus on Wed for Lake Louise. We got a knock on our Vancouver hotel room door at 6am on Tues to pick up our luggage and to tell us there WOULD BE NO SHUTTLE TO TAKE US ANYWHERE ON WED. Of course we were in a huge state of distress because we had been assured of the Wed departure. After much pain and suffering on our part (they canceled our Tuesday night Vancouver 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