ComplaintsforEngelheim Charter Inc.

• Initial Complaint

  19/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Went to Englheim office twice to book a casino trip, Apr. 12-14/2022. Was informed they wanted their money at least 2 weeks before trip. Was not informed, if you can't go we will keep ALL your money. We had a problem and had to cancel the day before trip. I can see a penalty for not going but I can't see ALL your money. We have been taking casino trips for the last 20 yrs. Never had this problem! TWO WEEKS BEFORE!!! Are you supposed to isolate for those 2 weeks so you can go. Sounds like Engleheim thinks, we are the only bus tour company in Sask. now and we can do anything we want!

  

  Business response

  06/05/2022

  Business Response /* (1000, 5, 2022/04/20) */ ****************************************************************************************************** Customer booked the trip (as stated, 2 weeks prior to depart date), and received a booking confirmation, on which our cancellation policy is clearly outlined, namely as follows: "Cancellation for our day trips is no later than 3 (three) business days prior to departure. Cancellation for overnight trips is no later than 10 (ten) business days prior to departure. If cancellation is made after the allotted cancellation period, the passenger will be held responsible for payment of trip reserved." We determine cost of the trip, and therefore cost to the customer, based on selling all or most of the seats. If a customer cancels 10 days in advance, we have a reasonable chance to fill their seat. Otherwise, in this customer's case, we were put into a situation where it was too late for us to cancel the trip, and with fewer passengers, it would lose money. The customer cancelled 2 passengers (self and spouse) the day before the trip. The reason: the customer hurt their foot. This does not seem to be a reason to cancel the spouse. At the late stage, given that it put our trip into a tough situation, financially, our policy was called upon. The customer was explained our policy, verbally over the phone, and our Tour Coordinator indicated that the customer accepted our decision. I left instructions for the customer to speak to me if there was a problem. However, the customer did not indicate a desire to speak to management. I am management. I would have discussed the situation with the customer, and come an a mutually beneficial solution. Management is always open to direct discussions with customers, and continues to invite the customer to dialogue.

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