Complaints

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ************* departure date September 5th,2024 *************** ********/****** 8:05 PM we arrive in **************** September 6th,8:05 AM. Our paperwork stated YOU WILL BE MET IN THE ARRIVALS HALL BY A REPRESENTATIVE OF MAYFLOWER there was no one there, airport personnel called hotel where we were to stay, they couldn't help us. We were sent all over airport to find someone with card that would say Mayflower no one. I called Boscov's where we booked trip (Pottstown Pa) emergency number no help. About 3 1/2 hours later phone call tells us to walk out airport doors and turn left. Walk someone will meet us about 20 minutes later a bus driver met us at the edge of airport property, he didn't know what was going on either just told to pick us up. Then another bus was sent told to get on that one we did. Mayflower do you understand the dangerous situation you put us in! No one never said what happen your tour guide **** ******** said he wasn't supposed to meet us. I show him our paperwork where we were supposed to be met by Mayflower representative his answer yes, it is there.

  Business response

  11/01/2024

  Dear *** and Mrs. ***************** apologize for any confusion surrounding your arrival transfer from the airport to the hotel.  We utilized the services of a local ground operator and this was the tour guides first trip with Mayflower.  It appears he did not understand clearly where he was supposed to meet you.  We were not aware that you were delayed in your transfer initially.  We have an emergency number listed in your documents for our office here in the ******* area, but our on-call person did not receive a call from you, otherwise they would have called the tour director and helped to connect you with him.
  
  In any case, I understand that while there was some delay, you did receive your transfer to the hotel.  And it appears from your feedback on your tour evaluations that despite the rocky start at the airport, you enjoyed the tour.
  
  I apologize for the mix-up with the transfer and would like to send you a future travel certificate valued at $100 per person, to be used for travel on any Mayflower Cruise or tour between now and January of 2026.  I do not have an email or home address for you, but I can send it to your booking agent at ********************* ****** *******.
  
  Thank you for traveling with Mayflower Cruises and Tours.
  
  Sincerely,

  ******* **********

  Customer response

  11/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** & ****** *******

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our river ship crashed into a jetty at full speed. Captain admitted human error. Result was a 24 hour delay while awaiting diver inspection of the hull. Motor coaches transported passengers to ports resulting in port stays reduced from a full day to just an hour or two. No compensation to passengers; emphasis was how much stress the crash caused the crew.

  Business response

  07/10/2024

  Dear ************* - 

  We apologize for the inconvenience of having to be transported to your tours via motorcoach on May 6th and 7th.  The ship did their best to ensure that you still were able to tour despite the delay in docking in ******** from 8:30 pm (when the incident occurred), until 10 am the next morning.  

  I have received the ok to offer you a future travel certificate for $250 per person to you and your husband for the inconvenience of the shortened touring time for those two days.

  The certificate will be valid for any Mayflower Cruise or Tour booked for travel through December 31, 2025.

  I will send this to you at your email we have on file:  *******************

  Regards,

  The Mayflower Cruises & Tours ******** Services Team

  Customer response

  07/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  12/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled a trip with Mayflower over 90 days before departure.My mothers health has been declining recently, she just turned 80. I have been asked by my family to limit travel in case I need to quickly return to my Mother in ********. This cancellation was because I canceled 3 & half months before departure. of family obligations/health concerns and I did not want to lose my deposit.My non-refundable deposit was paid 04-19-21. I was told if I had paid $200 for travel insurance only then would my $200 deposit be refunded. The travel company had my deposit for over 1 year and was able to advertise my cancellation and fill it with our travel group, so Mayflower lost nothing on my cancellation.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2020 I paid a deposit for a cruise with Mayflower through a local travel ********* pandemic caused this trip to be delayed until 2022. The local travel rep decided not to do this cruise and I notified ********************* at Mayflower. In April 2020 Mayflower transmitted an email to the local travel rep who forwarded it to everyone registered for this trip of the delay. This email (which can be forwarded to an appropriate email address) advised us of a travel credit through this year and if the traveler could not travel this year, a refund. I have sent multiple emails to ********************* asking several questions including when did Mayflower request final payment, what was was the intent of the 2020 email, where did their email state the traveler had to acquire Mayflowers travel insurance for a refund, what was the promulgation guidance issued with their 2020 email and points of contact for their counsel and leadership. Mayflower has not responded to these inquiries and refuses to refund my deposit. The travel rep I dictated that Mayflower did not contact him for any payment nor provide any status concerning this river cruise.

  Business response

  08/15/2022

  I will look into the complaint and respond this week.  Thank you.

  Customer response

  08/18/2022

   
  Complaint: 17662609
  
  I am rejecting this response because:  It stated nor resolved nothing.  States they will look into complaint which they have had for weeks!  I am departing the states for three weeks and will not have access to a phone nor the internet so any reply received during this period cannot be received/accessed nor responded to with a reply.  Did your office read the business's reply?  Thank you.
  
  Sincerely,
  
  *********************

  Business response

  09/01/2022

  Dear BBB
  
  Ms. ****** complaint is that she thought she would get her money refunded if she did not use her travel credits by the end of 2022.  That would have been the case if she had not used them, but she did.  She applied her travel credits towards another cruise that she booked.  That cruise was to have departed on 06/02/2022.  She chose to cancel her cruise less than 2 months prior to departure, which means that she loses her deposit, which is our normal cancellation policy.  Her booking number for this cruise was 620499.  The name of the cruise was Gems of **************.
  
  Here is a link to our web-site, where you can review our cancellation policy for River Cruises.  https://www.mayflowercruisesandtours.com/river-cruising-and-small-ship-adventures#PayInfo

  Please let me know if you have any additional questions.
  
  Thank you,

  Mayflower Cruises & Tours
  

  Customer response

  09/06/2022

   
  Complaint: 17662609
  
  I am rejecting this response because:

   

  Again, I did not cancel anything.  I made a deposit for this cruise in 2019 for a departure in 2020.  This trip was scheduled through a third-party agent working with Mayflower.  The third-party agent received the delayed trip email from Mayflower addressing the deposit.  If any traveler did NOT travel by the end of 2022, a refund was authorized.  At no time did the third-party agent NOR Mayflower request any additional funding.  I have repeatedly requested Mayflower to provide me any notice to the third party or to myself of any payment request.  NONE was received.  I did NOT book another cruise.  I repeatedly followed up with Mayflower about the cruise and a single cabin.  The room mate I had in 2019 decided NOT to travel as the result of COVID.  All travelers through the third party are AUTHORIZED A REFUND as dictated in the email I forwarded for this complaint.  Mayflower appears to be blatantly backtracking on their email and refund authorization.  I have repeatedly asked Mayflower to provide me written implementation guidance their reps received as they transmitted the refund email to thei third party agent and contact info for their counsel.  None received.  No resolution.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I canceled tour scheduled for last spring, and received reimbursement for the tour cost from the insurance co., ********. However, I was not reimbursed for $382. which I paid for excursions while on the tour. ******** said this was Mayflower's responsibility, but after contacting them several times I was finally told they will not reimburse this fee. Communication with Mayflower was poor at best. They only told me to talk to ********, which I had already done. They are very unresponsive. My excursion fee should have been covered by the trip insurance.

  Business response

  08/16/2022

  Dear BBB,
  

   

  We clearly state in our payment and cancellation policy that when you cancel less than 90 days prior to departure, if you have purchased **************** your claim for a refund must go through the insurance company and any reimbursement comes from them.  Any complaints or claims should be made with ********, the travel insurance company.  We clearly state that inside of 90 days prior to departure, any unused portions of the tour are non-refundable by Mayflower.  We have vendors and suppliers that we still have to pay for unused tour components.  I would recommend that Ms. ***** contact ***********************, Director of Claims at ********.  Her email address is *******************************.

   

   

  MAYFLOWER PAYMENT AND CANCEL POLICIES
  

  https://www.mayflowercruisesandtours.com/river-cruising-and-small-ship-adventures#PayInfo
  

  Customer response

  08/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*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. ↩