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:06/06/2025

  Type:Order 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 rail vacation across ****** for May 2020 on a luxury train prestige class. Paid $11,634.22 in advance. Covid delayed trip. Got travel voucher. Tried to book trip twice after that both canceled by raibookers. Tried to get money back several times they keep saying no. I have travel voucher good until October 2026. Tried to book same trip again raibookers said the trip is now $21,000. During the covid they remodeled trains so my prestige class cabin is now more like a regular sleeping room than the luxury cabin I paid for. Plus it's $10,000 more. Still won't give my money back. Covid not my fault, train remodle (down graded) is an insult. And they are pretty rude about it. I don't believe railbookers lost money during covid since they had money to remodle trains to more amtrack than luxury train. I'm insulted,and want my money back. Railbookers is not standing up giving me the trip I paid for in advance. Reference #******. Just the fact that I was down graded from luxury train prestige cabin to regular amtrack room should be reason enough to refund my money, much less try to charge me $10,000 more. I have also found out the railbookers liquidaredthe company in 2024 w/o notification to me as a prepaid customer. Shouldn't I have been given a refund when the company folded. They really only stole my money and changed the company name. ***** ****** appointed to travel commission and railbookers gives trips away on wheel of fortune. Railbookers and ***** ****** need to be held accountable and give my $11,634.22 back. Please help. Railbookers is cheating me. Now I can't take vacation plus I'm expected to lose my money too.

  

  Business Response

  Date: 06/09/2025

  Dear *****,
  
  Thank you for reaching out.We understand your frustration and sincerely regret that your travel experience has been impacted by factors outside everyones control, particularly the global COVID-19 pandemic and subsequent service changes.
  
  We acknowledge that you originally booked a Canadian rail vacation in Prestige Class in May 2020 and that your trip was postponed due to the pandemic. As a gesture of goodwill at that time, a travel credit was issued in full for the amount of $11,634.22 in accordance with our terms and conditions, which were agreed to at the time of booking.
  
  While we strive to maintain the same quality of service wherever possible, some train equipment and supplier services have changed significantly since 2020. We understand that the changes to the ********************** may not meet your original expectations,and we truly regret any disappointment this has caused. Like most things,prices naturally increase year over year. At Railbookers, we use dynamic pricing, so there is no fixed rate for our packages, and unfortunately, we have no control over how train prices fluctuate.
  
  We are not able to provide a refund for the Future Travel Credit, but we can work within the value of your voucher to find a trip that fits your budget. We offer a wide range of customizable trips all over the world with all levels of service and our team remains available to explore all available itineraries that best match your preferences within the current service offerings.
  
  We value your business and would still welcome the opportunity to help you make the most of your travel credit. If youd like to explore current trip options, our travel specialists would be happy to assist.
  
  Thank you again for your understanding.

  Customer Answer

  Date: 06/22/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I want my $11634.22 back . They are stealing my money

  
  

   

   

  

  Business Response

  Date: 06/24/2025

  Thank you for your continued engagement and for giving us the opportunity to address your concerns further.
  
  We understand that this situation has been deeply frustrating, especially given the long delay in fulfilling your travel plans due to the unprecedented impact of the COVID-19 pandemic. At every step, our intention has been to act in good faith and in accordance with our published terms and conditions, while also offering flexibility and options during a very difficult period for the travel industry and our customers alike.
  
  As previously stated, a full travel credit in the amount of $11,634.22 was issued when your original trip was postponed. While we recognize that the services available today may differ from those originally booked in 2020, including changes to the Prestige Class experience on VIA Rail, we are doing everything in our power to help you find a comparable and enjoyable alternative. Also, as a gesture of goodwill, we will be giving you an additional $500 Future Travel Credit voucher to use on your new trip. This will help with difference in rates.
  
  We would also like to reiterate that:
  The credit issued was consistent with the policies in effect at the time of booking and cancellation.
  The pandemic necessitated widespread adjustments across all sectors of travel, and these changes were unfortunately outside of our control.
  While refunds are not available for the Future Travel Credit per the original booking agreement, our travel team remains ready and willing to work with you to identify options that best align with your preferences, including alternative dates, routes, or service levels to maximize your travel experience within your credit balance.
  
  Railbookers remains committed to honoring the full value of the issued credit, and we would be more than happy to provide dedicated planning support to help you move forward with your travel plans. I can set you up with our best agent to give you a call and work through options! 

  Customer Answer

  Date: 07/04/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I find it hard to believe Railbookers Group is still not giving me my refund. I paid the trip protection fee 490$ per person. Your company admits to making substantial,  of considerable importance ,size ,worth,  changes to my luxury train trip across ******. That is reason enough to refund my 11,634.22$. 
   The offer of 500$ is an insult considering the price of my trip was marked up 10,000$. The price I was quoted to rebook was 21,000$. Not to mention my luxury cabin is now couches that are ****** beds. I can only imagine what the service will be like. What about the gourmet meals I was to be fed. 
  
  I say this again, I want my 11,634.22$ back! As I see it right now Railbookers Group is stealing my money. Yes STEALING my money. Do you people treat all your customers, who have paid in advance, infull, this way? 
  
  Please deposit my 11,634.22$ in my bank account. Account and routing numbers will be given to the BBB in a separate message tokeeps my privacy.  Within the next 10 days. 
  
  Thank you, also in advance,
  
  ***** *********.  

  

  Business Response

  Date: 07/08/2025

  Thank you for again for taking the time to share your concerns. We sincerely apologize for the disappointment and frustration youve experienced. This is not the experience we ever want for our customers, especially when a highly anticipated and significant journey has been affected. That said, we want to assure you that your concerns were not taken lightly. While we sympathize with how disappointing this situation has been, we are also obligated to follow the terms and conditions agreed to at the time of booking. These policies are in place to ensure consistency and fairness across all of our travelers.
  
  In regards to your concerns about the trip protection plan, as discussed in our conversation today, please know that our trip protection coverage is designed to assist once travel has commenced, particularly in cases of interruption or emergency during your journey. Unfortunately, it does not cover cancellations or changes made prior to departure.
  
  We deeply regret that the goodwill offer made previously fell short of your expectations. Railbookers remains committed to honoring the full value of the issued credit, and we would be more than happy to provide dedicated planning support to help you move forward with your travel plans that will include the additional $500.00 Future Travel Credit that has been processed.
  
  Kind regards

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair 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.

  on January 21, 2025 i was charge $784.53 for a amtrak vacation. The vacation was schedule for March 2025.. when i did not get any email/text or regular mail about the trip.. I called amtrak. vacations early March *************************************** making a reservation. I looked into my ***** ******** but could not find the bill for the ******* i let it go.,.early May i was looking at some ***** statement and found that i had been bill for the trip.

  

  Business Response

  Date: 05/20/2025

  DRT,

  We first spoke with ******* ***** on 5/14/25. After researching his complaint we attempted to reach him unsuccessfully on multiple attempts.  We sent the following message after leaving a detailed voicemail.

  From: Amtrak Customer Support
  To: ***********************************
  
  Dear ******* *****,
  
  Thank you for your correspondence.
  
  I am sorry I am unable to speak with you again; I called however I am receiving your voicemail when I call. I was able to confirm with Amtrak Vacations you had a booking in place with them.
  
  Amtrak Vacations, an independent company operating in concert with Amtrak, offers a variety of customized vacation packages including train, air, hotel, and car to many locations. We were able to locate the train reservations and issued a refund for train travel.
  
  Please contact Amtrak Vacations at 1-800-AMTRAK-2 to discuss this portion of the refund, the booking number is AV154963. We cannot override any policies in place for the remainder of the tour, as the money paid for hotels, tours, or anything else in the package does not come directly to us.
  
  We hope this information is helpful and thank you for contacting Amtrak.
  
  Sincerely,
  ****** *.
  
  Amtrak ************* Center
  
  Case ID: ********
  ************************** | Routes & Stations | Deals | Plan a Trip | Help
  
  Amtrak is a registered service **** of the ****************************************
  
  

  

  Business Response

  Date: 05/22/2025

  DRT,

  Amtrak Vacations has processed a refund of $77.22 for PNR 31E79A and $77.22 for PNR 31E7D4, for a total refund of $154.44 to Mr. ****** original form of payment. He was also contacted  via email to confirm the refund amount - he was not able to be reached by phone.

  

  Business Response

  Date: 05/28/2025

  Dear Mr. ****************** style="font-size: 0.875rem;">Thank you for reaching out and giving us the opportunity to review your concerns. We have conducted a thorough review of your case, including all communication records and account activity.

  On January 21, 2025, we sent two invoices to the email address you provided for the Amtrak Vacations package you authorized and booked with us. You also authorized the use of your card for this booking and supplied it to process $784.53. On January 27, 2025, we also sent your complete travel documents, which included confirmations for the rail, hotel, and tour components of your vacation.

  We did not receive any further communication from you until May 7. After reviewing our records, we found no prior calls or inquiries, and we confirmed that all emailsincluding your invoices and travel documentswere sent to the correct email address, which you confirmed as accurate.

  As your trip was scheduled for March ****************************************************** advance, you were marked as a no-show. All the services,rail, hotel, and tours were subject to a 100% cancellation penalty. However, as a courtesy, Amtrak agreed to process a refund for the unused train portion of your trip, and we processed the refund to your card.

  We understand this situation has caused frustration, and we regret any inconvenience you experienced. However, based on our records and the terms of your purchase, we are unable to issue any additional refunds.

  Kind Regards,

   

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair 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.

  On May 9, 2025 I spoke to representative at Amtrak Vacations. I was misled by the logo on the itinerary that I was booking through Amtrak, but its actually a third party, I found out later when I tried to find my trip on the Amtrak app. I was told the customized trip would include train travel from ******, ****** to *******. Reservation # AV194327. The itinerary total was $2163.91. Included the train travel, hotel overnight with breakfast (I was told by ***** and a sightseeing tour in *******. She sent the itinerary for me to look over and I noticed I would have a six hour layover in ********. I asked if there was a later train. Yes, I could leave on a later train. She resent the itinerary and the cost was *******. Later, I looked over the invoice and realized that a Thruway seat is on a bus, not a train. Also, the breakfast at the hotel was missing. I was charged *******. I emailed the agent for clarification, but got no response. I called May 12 to clarify with guest relations. Well, if I want the train as opposed to the bus, I need to pay $72.00. If I want the promised breakfast, I have to pay $61.00 more. She said a supervisor would listen to my original call to determine about the breakfast. Well, no matter what was said, they would not honor what was said.this company is misrepresenting themselves as connected with Amtrak. Future travel vouchers, not refunds are issued under trip protection. What was said would be charged was not what I was charged. And what was represented as included was not included and they refused to honor what was said, even though it was recorded. I want the breakfast for two that I was told was included. This seems minor, but after reading all the complaints about them, it seems they have a habit of misrepresenting information, and misleading customers. They need to be clear they are not connected to Amtrak on their website and in their communications.

  

  Business Response

  Date: 05/13/2025

  Dear *****,
  We are sorry about your confusion regarding Amtrak and Amtrak Vacations. We are Amtraks official tour operator for customers looking to ********************** for ********************** purposes. We sell the train of course but also the hotels, sightseeing, and additional services that vacationers may want. While we are official partners and make vacation packages beyond the train itself possible, we are a partner company not the train itself as noted in our terms and conditions. Both companies maintain separate websites and phone numbers despite working hand in hand with the Amtrak train.
  After reviewing your concerns, as a courtesy, we have made the requested billing adjustment and updated the ****** Portland segment from the motorcoach to rail as well as added the bed and breakfast to the Millennium ************* hotel reservation. A revised booking confirmation has been sent to the email on file. We are sorry about the difficulties experienced during the booking process. Please be aware any additional changes will need to charged appropriately.
  We thank you for your valued business and support.

  Customer Answer

  Date: 05/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I appreciate the clarification and the courtesy changes to my itinerary. I feel much better about this trip and the company after this resolution. I had a very bad taste in my mouth prior to their response.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair 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.

  Railbookers mis***resented themselves, by calling themselves Amtrak Vacations and saying I was booking through Amtrak. They booked me an anniversary trip where u was to take a trip beginning in **********, PA going to ******* where we had an approximate 8 hour layover prior to getting on the Empire Builder train to *******, where we were to stay over night in a hotel downtown, and go to the space needle as well as museum. The following day we were to board the coast starlight and exit in ************* where we were staying two nights in a hotel in downtown ************* and taking some excursions prior to boarding the Zephyr back through ********** up to ******* then home to ********** ***I spoke to Amtrak Vacations several times prior to this trip. They advised they would let me know if there were any delays PRIOR, and we would be taken care of, they would move everything back if needed. At the time of booking, we were offered trip insurance, I spoke to the *** at booking who stated this insurance is for if WE needed to change or cancel, or if we made mistakes that led us to miss anything. We arrived 1 hour and 47 minutes before our first trains scheduled arrival to depart to *******. When we arrived, we were told by the Amtrak employee that the train is NEVER on time. It is habitually late. They stated it was running late by 6.5 hours. I called Amtrak Vacations, who said we would be fine, due to our layover in *******. I made them aware they never called me to tell me about the train being late/delayed and that I was in an unsafe place waiting. They told me hang there but stay safe. They said I shouldnt miss my train. We werent able to rest at all, the train ended up being 7 hours late and as it travelled became more and more late. Thought I was told several times we would just push everything back. The empire builder left without us, and we were stuck in ******* over night. They were unable to push anything back or refund me for what was missed.

  

  Business Response

  Date: 02/03/2025

  Hello *******,
  
  We appreciate the time you have taken to share your recent travel experience, and we are very sorry to hear about the rail delay that you experienced as well as your confusion regarding our company as Amtrak Vacations is the US and Canada brand of Railbookers that offers rail packages or rail only tickets as our website indicates.
  
  As you are aware, the insurance was declined on this reservation, and we have issued a Future Travel Credit in the amount of $1,221.57. Unfortunately, the ************************************************ is non-refundable and subject to full penalty and cannot be included as part of the credit. You may want to look into filing a claim with your own travel insurance. 
  
  We are not able to provide a cash refund per our terms and conditions, however we have made an exception due to the disruption by retrieving as much compensation as possible as a Future Travel Credit. We also offered an option with a Future Travel Credit and re-routing you on the affected services. Due to the disruption being an event beyond our control, we do need to adhere to the terms and conditions, and as a result, a cash refund is not applicable.
  
  Kind regards,

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  I am confused by this response, a cash refund exception was never offered to me. This response says it was. Id like a detailed/itemized receipt from my trip, what I paid for with each item. Id also like an itemized receipt from what I actually received. As I do not believe that this amount is logical for this. Two different train rides in actual bedroom cars were not taken that should have been. One of those was changed to an accessible rommette, which is a significant difference in price. 
  

  we made the best out of this trip that we could, however. Railbookers absolutely misrepresented themselves as Amtrack when I booked this trip, and they told me on a recorded call at the time of my booking that if this trip was canceled or delayed due to Antracks issues my trip would be pushed back/refunded. They said the insurance was for OUR mistakes. They also booked me on a train which they were aware was habitually late and never on time as per Amtrak employees at the station. I believe I was charged for things they knew I was never going to get to use, and those funds are now with railbookers. Id like to see evidence that I was refunded for as much as possible in this voucher, as this amount doesnt appear logical. My trip cost more than $8,440. To only receive $1,200 (approx) appear incorrect an illogical for missing such a massive portion of this trip in which was not our fault, but the fault of Amtrak. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 02/14/2025

  Hi *******,
  
  Im pleased to inform you that a resolution has been reached regarding your booking.
  
  A refund of $899 will be processed in addition to the previously issued $1,221.57, bringing the total refund amount to $2,120.57. Additionally, Amtrak will be providing you with an $800 voucher.
  
  We understand the inconvenience caused by the delayed train and appreciate your patience throughout this process. Please allow 7-10 business days for the refund to be reflected in your account.
  
  If you have any questions, please dont hesitate to reach out.
  
  Warmest regards

  Customer Answer

  Date: 02/16/2025

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  Im not quite there yet on the acceptance of this response. The main reason being the $800 voucher was not supposed to be issued until I call to book, that way I dont have to travel within a year. I dont get enough vacation time from work to be able to travel with one year. 
  
  However, yesterday when I was checking my email, the voucher was issued. Now I have to use it within one year. In addition, when I called to ask Amtrack they stated my husband and I are not treated as separate individuals so he cannot get a voucher, the voucher issued to me was for both of us and we must travel together when we use it. I was told he could when I accepted the response that my husband would need to call in to have a voucher issued to him. Now, they have told me Id have to go through Amtrak Vacations to iron this out. 
  
  Also, my husbands travel rewards points were not applied to his account from our ********************** (Mine were) they said that again I needed to go through Amtrak Vacations to fix that. 

  
  I think we are very close to getting this fixed. I would settle for the voucher being extended an additional year, and my husbands travel rewards points being applied to his account. (Obviously in addition to the refunds of cash). Its not exactly what I was looking for to settle, but I would accept this.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:01/22/2025

  Type:Sales and Advertising 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.

  I keep receiving emails from this company and I did not subscribe to them and also unsubscribe just in case. I have not done any business with this company Amtrak Vacations. The emails keep coming and I report to spam but keeps coming. Sometimes it does not let me unsubscribe. Please tell them to stop with emails. They are back to back emails

  

  Business Response

  Date: 01/23/2025

  Hello Terrace,
  
  Thank you for informing us of the issue that you have encountered and bringing this to our attention. We have confirmed that the emails being sent to you are not from us as our email domain is **********************************  We are actively investigating the situation,actioning a response and should have the situation resolved as soon as possible.
  
  Kind regards

  Customer Answer

  Date: 01/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. The emails have stopped since I have reported them.
  
  Regards,
  
  Terrace *******

• Initial Complaint

  Date:12/20/2024

  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.

  To Whom It May Concern:I am writing to formally lodge a complaint regarding my recent experience with Amtrak Vacations, operated by Railbookers Group. My issue pertains to their refusal to issue a refund for a modification made to my reservation within one hour of booking.On December 14, 2024, I booked a vacation package through Amtrak Vacations at 12:51 PM, speaking with ******. At 1:37 PM the same day, I contacted their representative ******* to modify my reservation. This change was made well within 24 hours of booking, and I anticipated that Amtraks 24-hour cancellation policy would apply, ensuring a refund to my original payment method.However, I was informed that Amtrak Vacations operates under separate terms and conditions from Amtrak Rail and that modifications result only in a Future Travel Voucher, not a refund. Despite my request for reconsideration, their team has denied my refund, citing their internal policy, which I believe is unclear and not customer-friendly.Why I Am Filing This Complaint:Unfair Policy Application: As a first-time Amtrak customer, I was not aware of the distinction between Amtrak Vacations and Amtrak Rail. I reasonably assumed Amtraks 24-hour cancellation/refund policy applied to my booking.Prompt Action Taken: My modification was made within 46 minutes of booking, and I believe this demonstrates good faith and aligns with general travel industry norms for refunds within a reasonable timeframe.Lack of Clarity: There is no clear notification at the time of booking that Amtrak Vacations operates under different policies than Amtrak Rail. This distinction should be made transparent to customers.Resolution Sought:I am requesting a refund of $1,002.39 to my original form of payment, as I believe my case warrants an exception to their stated policy due to the immediate timing of my modification.I appreciate your assistance in resolving this matter and holding Amtrak Vacations accountable to fair and reasonable practices.

  

  Business Response

  Date: 12/26/2024

  Dear ****,
  Thank you for booking with Amtrak Vacations.
  We have received your request to process a refund for the train segments that were removed, instead of issuing a Future Travel Credit. We are pleased to inform you that your refund has been approved and will be processed within 110 business days.
  The Future Travel Credit previously issued in the amount of $1,002.39 will be canceled and refunded back to the original form of payment.
  If you have any questions or require further assistance, please feel free to contact us.

  Customer Answer

  Date: 12/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:11/06/2024

  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.

  Dear Better Business Bureau,My wife and I booked a rail trip with Railbookers, scheduled to depart on July 26, 2024, for $10,648.14. We were very excited because this trip was meant to be a once-in-a-lifetime experience. After flying to ******, we stayed in a hotel near the train station.However, the day before our departure, we received an email from Railbookers notifying us that our trip was canceled due to a fire. The email stated they would provide full refunds for the unused travel segments. We attempted to follow up on our refund multiple times through calls and emails but were forwarded to various offices without success. As a result, we filed a complaint with our credit card company, ********. They secured a partial refund for us but could not recover $4,536. We have not received details or a statement from Railbookers explaining why the full refund was not processed.We contacted the hotels and activities that Railbookers had reserved for our trip. They informed us that they only charge at check-out and only for services rendered; since no services were provided, no charges were made. Therefore, Railbookers received a full refund from the rail company and did not pay for the hotels or ************* Railbookers is acting as our travel agent, they are not entitled to keep our money for the services they canceled, especially considering that they received a full refund and no services were rendered. This situation represents a breach of their fiduciary duties. Their refusal to refund our money breaches their fiduciary duties and is dishonest; they are profiting from services not provided.We have attached all supporting documents and greatly appreciate your helping us secure the remaining $4,536 balance.Sincerely, **** * ***** ********* ************

  

  Business Response

  Date: 11/08/2024

  Hello ****,
  
  Thank you for the email. Our records indicate that a refund was processed by Railbookers in the amount of $6,112.00 on Aug 13th  for the reservation that was a total of $10,648.16. The refund represents the unused travel segments from Via Rail and the ****** portion of the itinerary.
  
  Per our terms and conditions (Force Majeure an event beyond our control) any other compensation would need to be obtained through your own insurance, as the insurance we offer was declined.   
  
  We thank you for your valued business and support, and we look forward to having you travel with us again in the future.
  
  Kind regards, 

  Customer Answer

  Date: 11/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for starting the case for our refund.

  
  

  Railbookers Group canceled our entire trip, not just the rail and Jasper *********  They said the evacuees were housed in our rooms at ********** and ****** and offered us no other options.  They told us to go home.  

  
  

  In checking with the hotels in ********** and Baniff and the tour bus companies they scheduled for our trip, we were told that Railbookers made no payments for these accommodations or services as they were canceled.  These monies are to be returned to us. 

  
  

  There is no need for insurance as there was no payment or charge for these services.  It's unethical for them to keep our money under this pretext.  

  
  

  They are our agents and have a fiduciary responsibility to act in our best interests, which is to return the money that was not charged, $4,536.16.

  
  

  The itinary I forward has the phone numbers of the hotels in **********, Baniff and the tour bus companies, the fact that no payment was made by Railbookers Group for these services  can be easily verified. 

  
  

  If you are unsuccessful in securing the refund we will be forced to file a formal complaint with the **** in ************* and start posting about their unethical actions on review websites.

  
  

  Thank you,

  
  

  Mark

   

   

  

  Business Response

  Date: 11/20/2024

  Hello Mark,
  
  We have reached out to every segment of your itinerary and have confirmed that we are not able to provide any additional compensation as the hotels and tours are in penalty and the vendors have not provided a refund we apologize for any inconvenience. We have processed the previous refund in the amount of $6,112.00 on Aug 13th that represents the unused travel segments from Via Rail and the ****** portion of the itinerary. But unfortunately, the insurance that we offer was declined and that is how additional compensation is obtained when a situation such as this occurs.  
  
  We sincerely apologize that this was not the outcome you were hoping for, and we truly appreciate your understanding as we adhere to the terms and conditions. We suggest that you may want to reach out to your credit card company as they may offer Trip Protection that could be of some assistance.
  
  Kind regards,

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  Aloha BBB,
  
  Thank you for starting the case for our refund.
  
  Railbookers Group canceled our entire trip, not just the rail and Jasper ******************* said the evacuees were housed in our rooms at ********** and ****** and offered us no other options.  They told us to go home.  
  
  In checking with the hotels in ********** and ****** and the tour bus companies they scheduled for our trip, we were told that Railbookers made no payments for these accommodations or services as they were canceled.  These monies are to be returned to us. 
  
  There is no need for insurance as there was no payment or charge for these services. It's unethical for them to keep our money under this pretext.  
  
  They are our agents and have a fiduciary responsibility to act in our best interests, which is to return the money that was not charged, $4,536.16.
  
  The itinerary I forward has the phone numbers of the hotels in **********, Baniff and the tour bus companies, the fact that no payment was made by Railbookers Group for these services can be easily verified. 
  
  Thank you,

  Mark & *****
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Mark

   

   

• Initial Complaint

  Date:09/23/2024

  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.

  The transaction with Amtrak began on or about July 31, 2024. By way of background, I booked a trip through Amtrak Vacations for me and two companions. Unfortunately, we had to cancel the trip due to unforeseen circumstances. As I had purchased trip protection as part of my booking, I was led to believe that I would receive a refund (less the cost of the travel insurance) for my timely cancellation. Not only did Amtrak deny my repeated requests for a refund, but instead, they have issued travel vouchers for future travel solely to me rather than to me and my companions.

  

  Business Response

  Date: 09/24/2024

  Hello ******,
  
  We understand this was a very challenging, disappointing experience for you and just first want to express our gratitude for being a valued customer and bringing this to our attention.
  We carefully looked into your reservation #******, yet based on our policy we cannot accommodate the refund request of your Future Travel Credit in the amount of $1,864.17 USD due to our terms and conditions that were sent to you on July *******, August 19, 2024, August 22, 2024 and Sept 19, 2024. The Future Travel Credit can be used by ****** *****, ****** ****, and ******** *****.
  Kind regards,

• Initial Complaint

  Date:09/17/2024

  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.

  A trip was purchased from Amtrak vacations for July 15th to July 21st 2024 at the value of $6,561.84 paid in full via debit card. On the departure on the 15th of July train car 5 lost air conditioning in the beginning of the travel. At that time the train conductor came through the train car and advised all the passengers to call the ************** Amtrak to get a full refund on the portion of the trip that the air conditioning went out. We called sat on hold for an hour and was told we were unable to move forward until the train trip was over and that Amtrak Vacations would have to contact Amtrak as they booked the entire trip and if Amtrak gave the money back it would go directly back to the ******* vacation company not our account. We opened a claim with Amtrak claim number *******. Then on the Salt Lake City Express 1-Way Shuttle Transfer the bus broke down on the side of the highway 4 times leaving the entire passenger group next to roadkill in the desert sun. One of the passengers on this complaint has swelling and emotion distress on this trip. We opened a complaint with the Amtrak vacations department. First we were provided a fake email address *********************** which came back as message blocked. I then tried to reach out to the travel agent with no reply. I called the number on their page and finally got to someone who took the claim and forwarded the complaint to the right location. They first tried to give back only 300 USD of the trip and a travel voucher for future travel which we would never use. Then added 200 back. This amounts to 500 of a $6000 trip. I asked for a total break down of the costs of the shuttle and the train per the advice of the train conductor and they refused to assist. I would like the full portion of the trip refunded. The trip reference number is **** - ******

  

  Business Response

  Date: 09/18/2024

  Hello *******,
  
  Thank you for the inquiry. We apologize for the air conditioning malfunction but unfortunately Amtrak does not process full refunds due to air conditioning issues and we apologize if the conductors message was misunderstood. We have processed a refund to your card on file in the amount of $330.30 ($200.00 -50% refund of the accommodation fare for the impacted segment of travel as well as a $100.00 as a courtesy) for the inconvenience regarding the temperature on the train. 
  
  We have also processed a refund in the amount of $200.00 regarding the issues experienced regarding the Salt Lake Express 1 Way Shuttle Transfer ************** **************** as well as Future Travel Credit in the amount of $100.00.  The total amount of the monetary refunds processed are $530.33.
  
  We thank you for your valued business and support, and we look forward to having you travel with us again in the future.
  
  Kind regards, 

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is not a satisfactory refund amount for a trip totaling in over 6 grand USD. I have requested a breakdown in the costs that we have paid to this company to seek proper refunded totals. I do not at all believe the cost of the train travel for that whole segment of trip was the 200 USD originally provided as a one way trip on that same line on its own is over 1000 USD per search on Amtrak. ($1098 per 1 traveler on the same train from ******* to *************) I also called Amtrak at the time of issue and opened a case. The support staff told me no refund could be issued until the end of the trip. So when Amtrak vacations came back and said they couldnt refund part of the trip that already occurred that makes no sense at all. The claim opened with Amtrak is: 6887485.

  We want what we were promised on the train back. This trip was filled with unsatisfactory practices and conditions and a 500 dollar bandaid is not acceptable. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 09/18/2024

  Hello *******,
  
  Thank you for the response. As previously stated, our protocol prohibits the breakdown of costs of individual segments of our vacations. However, as a courtesy and one-time exception, we have approved an additional refund of $500.00 to your card on file. The revised total refund is now $1,030.33.
  
  We thank you for your valued business and support, and we look forward to having you travel with us again in the future.
  
  Kind regards, 

• Initial Complaint

  Date:09/11/2024

  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.

  Our reservation was booked on September 5, 2023, with a departure date of May 27, 2024, returning June 5, 2024. All arrangements made by Railbookers Group for Germany travel beginning in ****** to ********* to ******. A hotel in each city for 2 nights and first-class train travel between cities. The total cost on our reservation #******, for 4 adults, was $5,656.12. We were traveling with 4 additional members of my family - all booked at the same time and connected for the reservation. Trip experience: 1) Railbookers booked my family at the wrong/different hotel from part of my family - this is a group reservation. Four of us were at **********************, and four at ******** Boutique. 2) Tickets said "first class" for the train, no seat numbers, and had to stand up on the full train. 3) Checked into *************, informed that 55 refugees were staying there. They have been there since at least November 2023. Dormero staff stated that Railbookers was informed of the situation and Railbookers did not make other reservations. The ************* was filthy (pictures attached)! Had to scramble to find alternative lodging and paid out of pocket. We couldn't get anyone from Railbookers to assist with the situation.We initially ONLY requested compensation for the 2 hotels we had to book because of the Dormero, a hop-on/hop-off bus tour that we were not able to get to in trying to secure alternative lodging, and the upcharge for first-class tickets for the train that we did not receive.Due to Railbookers' lack of responsiveness and disregard (email string attached), I am now requesting a full refund or at least 80% of what I paid for this horrible trip and the additional $700 paid for reputable hotels. I do not want a $300 future trip credit (that's what they offered) because I will never book with them again. Although I sent them the hotel receipts, they did not even offer to reimburse me for those. I have tried contacting them at least three times for resolution.

  

  Business Response

  Date: 09/16/2024

  Hello Moneta,
  
  After reviewing your concerns regarding reservation ******, as a courtesy, we will be processing a refund to your credit card on file ending in 1006 in the amount of $1028 for hotel, tour and rail issues.  We are very sorry for the difficulties you experienced.  Please allow 21 business days for this amount to show on your account.  We sincerely appreciate your patience with us as we worked to resolve this issue.
  
  Kind Regards,

  Customer Answer

  Date: 09/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The reason it was rejected is because I would like to see the details of how the refund amount was calculated. For instance, in the original price of the reservation, we paid for 2 rooms at the ************* for 3 nights and the ********************** for 2 rooms for 2 nights. For the **********************, we changed to the cheaper hotel, the ******** Boutique, to be with our family members who were told they would have to pay extra to be with us at the **********************, although the reservations were supposed to be together. The original reservation did not have the per night cost so I do not know if that was included in the proposal. Please have Railbookers Group submit the breakdown of the refund amount.
  
  Sincerely,
  Moneta ********, ***, LPC, CPCS, MAC 

  

  Business Response

  Date: 09/25/2024

  Dear Moneta,

  As per our conversation, we have reviewed your request, as a courtesy, an additional refund in the amount of $250 will be processed to your card on file ending in 1006 due to ***************************************** issues.  In regard to the ************** no further compensation will be provided, as we have already compensated your lodging cost in *******

  Kind regards,

  Customer Answer

  Date: 09/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Resolution is based on the organization's commitment to refund a total of $1,278 to my credit card.
  
  Regards,
  
  ****** ********