Please ensure reund of $*** to my Visa ending ibln **** per EcoArt's managers refund email reply to me pasted below:
GetHuman710952's customer service issue with Travelocity from May 2018
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Vatican Museum Guided Tour today ******* Travelocity Itinerary ***************Please ensure reund of $*** to my Visa ending ibln **** per EcoArt's mangers refund email reply to me pasted below:**Dear John Cascio,**This is Kimberly, Customer Experience Manager from the company that gave your Vatican Tour. Your complaint regarding your tour today has been escalated to me. I just tried to ring you but the call went straight to voicemail.**I would like to extend my sincere apologies for the negative experience that you had. We take all feedback very seriously. I spoke to Stefano, who is usually one of our best guides, and I understand that something has gone wrong here. I wanted to reach out to you quickly, so we have not yet had ample time to fully investigate with Stefano what happened and why - but please be assured that we will do so. I can however, respond to some of the points you made. It is true that no guide is allowed to speak in the Sistine Chapel. I also received a note that the tour began earlier than foreseen, as you and your fellow tour members made it to the meeting point early (thank you!). No tour of the Vatican that doesn't last perhaps several days will visit all rooms - the museums are a large labyrinth, and many rooms are often closed or not notable enough to be covered in a * hour tour which includes the Basilica. Is there a room that you specifically wanted to see that you missed? From my understanding, the rooms listed in the itinerary were covered - but please correct me if this was not the case. Also, the museums unfortunately in high season (now) are often crowded, with a sea of guests "pushing" the crowd forward from room to room -- it's not an easy task for any guide (from any company) to lead a group through that chaos, but they try their best. I am sorry if you felt rushed through the tour. Finally, the basilica I understand was limited today, which many areas being closed off due to the preparations for Pentecost this weekend, which limited what Stefano was able to show you there.**That all said, I can imagine how frustrating this situation must have been for you - i'm sure you were looking forward to this specific tour. Our staff and guides do their best every day to ensure that all of our guests are happy with the services we offer. We take being entrusted with your experience seriously. But mistakes, off days, and clashes of personality can happen, and for that, we are sorry. **With this email, I would like to personally extend an apology to you that the Vatican tour you booked with us did not live up to expectations. I kindly ask that you trust in our good faith in having hired Stefano to be your guide.**Thank you for bringing this issue to our attention. As a result of your feedback, we have ceased assigning Stefano to our tours until we can be sure no guest of ours will have an experience similar to the one you had.**As a thank you for your help in bettering our business, we are offering you a full refund of your tour. There is no excuse or justification for which one of our guests should feel that they have been treated badly by their guide, no matter what the situation. Therefore, as an exemption to our normal procedure - I have decided to not wait until we have had time to look into this further.**Please, do not hesitate to contact us with any further concerns.**Best Regards,**Kimberly Ann ***Info * EcoArt Travel**P: (***) *** *** **** * F: *** *** **** Italy Toll Free: *** *** *** *M: (***) *** ********W: www.ecoarttravel.com*M: *****@***.com*A: Via Celimontana ***** * Rome, Italy*A: Via Aurelia *** * Rome, Italy
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