Gray Line Reviews 63

so booked Northern lights tour months in advance. took my son who just turned 18 .arrived in Iceland on the Friday.their policy is you have to wait outside hotel a half hour in advance which we did. After 45 minutes I went inside to sit only to be told by reception the trip was cancelled. you can imagine how we felt. no email or text nothing . I would not book with them again

Not good at all. Boring guides and full busses. People are treated like cattle.

Scammers. Sent part of something on only gave me 40% back.

We did a tour in Lisbon yesterday. Bought 7 tickets. Busses were way overcrowded. No seating possible. We had to stand half the trip.

Ticket salesman told us the bus would come by every half hour. But at Belém waiting time was more than 1 hour (!)

I made a complaint at ticket office. Personel reacted ignorant and uninterested.

Worst bus tour experience ever!

Store - Split
Customer service agent - Gabriella + male colleague

The customer service was appalling. We booked to go on the tour of Plitvice Lakes, we headed down to the meeting point and checked in. Initially we enquired if another tour with shorter travel time was available to swap, which we were told no even though it had plenty of space (basically too lazy). We were then shown to a guide that had 28 years experience on the Plitvice Lakes tours and explained to us how good it is. We decided it would be good and to stay on ours. We followed the guide shown to us only to be told at the bus that she was actually on a different tour today…..and that the other tour went to a different bus. We tried to go back only to find out the other bus had left.

Whilst this could all partially be bad communication which we would accept, we discussed with the tour desk our options. Gabriella was working the desk, we asked if we could change tours, days or get a refund. She told us “no it’s not possible you missed it”. “That tour guide is usually on the lakes but not today”….. We had a back and forth discussion about how she had literally had shown us the tour guide with “28 years experience” at Plitvice lakes. She told us basically she did not care and her male colleague literally was laughing at us... We were then told to leave….. Gabriella then pushed my Fiancé telling her to leave her shop as she wants to check other people in. This is beyond disgusting as human being let alone customer service. The miscommunication was one thing, but physically pushing my Fiancé was absolutely disgusting. I would not recommend these tour guides EVER unless you want to be laughed at, ripped of and physically assaulted.

We are requesting a refund of our tour we were ripped off from. We will be happy to pursue charges for your agent assaulting my partner and pushing her.

I would like to put 0*, but this is not possible. Bought online 3 US$ 42 tickets each from NY do Woodbury Common. Line does not exist. Local office Gray Line Sightseeing at NY Port Authority says is has nothing to do with this problem. Nobody answers telephone call or email. Scan scan. Gray Line never more.

Booked a Yosemite tour online in the UK for the 11th April 2022 was informed that the pick up point would be the corner of Jefferson street and Levenson street 2 days before tour date I received an email to say the pick up location had changed to the Hotel Zephyr on Beach street arrived at 05:45 for a 6:00 pick up only to receive an email at 06:30 asking if we were waiting at the Marriot Hotel in Post Street down town ? when I replied that we were waiting at the Hotel Zephyr it took another half an hour for a response to say that they could not get in touch with the drivers phone and would offer to give 30% discount if we choose a alternative date or arrange a full refund, As the next day was our last full day in San Francisco we asked for the refund needless to say like others I am still waiting for the refund.

SCAM Avoid using Grayline !!!!

Booked tickets for 7 to travel to Woodbury NYC, false advertising allowed me to book tickets and took money. Turned up at 42st Bus Terminal to be told by officials that they no longer operated this service for over 6 months had to repurchase tickets at official counter.

Disgusting service. No infant car seat as stated on website and email trail. Unwilling to purchase an infant car seat.
Story below for anyone interested:
We booked online pre-travel specifically with Grayline as they offer infant car seats for their tours. We didn’t bring our car seat from home for this exact reason.
We got to the airport transfer and no car seat. The driver said no one had let him know we needed one and to just hold baby. I emailed the company to confirm they had the infant seat, they said yes.
It got to the day before our Golden Circle trip and we were informed they only had a large baby seat not an infant size. We spoke to them explaining it was too big and they refused to hire or purchase an infant size - despite advertising them online. The large car seat we were shown was dirty, smelled of cigarettes and didn’t look in good condition.
We had to hire a car as a result of this and drive in the snowy Icelandic winter with our infant.

4 weeks ago, on 29.08. I had bought 2 tickets online at The homepage of Barcelona City Tour for a day ticket for the sightseeing bus. The total price was 54 EUR.

After the purchase, I did not receive any e-mails with the tickets. I waited a few minutes, checked spam and then called a service number (+34933176454). The person on the phone was very nice and explained that there were problems with sending the tickets at the moment. She advised me to send my request by email to get a refund.

The same day I sent an email the one I got named. I attached a screenshot of the payment and clearly described the issue.

There was no reply from Julia Travel. I wrote further emails on 4 September, 16 September and 22 September. For the last two I also included a mail found on their website in the mails sent.

After 4 weeks and 4 mails to 2 mail addresses still no answer.

I understand that sometimes something doesn't work and no tickets are sent. But paying for something you can't use and then not getting an answer after 4 weeks is simply not acceptable.

I don't understand how a company with such poor customer service can act economically in the long term. I am disappointed in Julia Travel, the employees who saw the email and willingly did not reply.

The tour was good and can recommend it, but please do not buy tickets online. There is a risk that you will not get them sent to you. And no one will respond to your attempts to contact them.

Really poor. Expensive, no family ticket online, long wait for a bus (over an hour, when the company info says every 30 minutes). When the bus came it was full to bursting already. Driver taciturn and very poor, unclear and almost non-existent commentary. Added to which, when you do book online it isn't made clear that you will have to be kicked off the bus at Stachus to collect a paper ticket - despite the online voucher having a QR code. All around, we are disappointed and will never book such a tour again! Avoid avoid avoid.

Bought tickets only to find Greyline no longer operates in NYC....so with that said why the ____ did they take my money

I bought a blanket that was clearly marked as an individual item. Price quoted stated for "1 each". I was charged the correct amount for the one blanket. 2 days later someone sounding like they were from India called me to tell me that my order was being cancelled because I did not order at least 12 blankets.

Grayline medical is a total scam. You order something on their website, they send you a part or something that sounds similar to what they advertised. Had to call my bank to stop payment. Ordered shower chair fir $411.00 they sent a vinyl head rest saying that's what I ordered. Called them, they hung up as soon as I said I was sent wrong item. Finally after 3 calls, same person that answered and gave different names, my heart sank, I realized it was a scam website. My bank filed a claim, refunded my money, but the website is purposely worded to give them opportunity to contest the denial of billing. Run from This company. Believe it's one of several similar websites they use advertising lower price medical items, they will rip you off!

You will not receive the service you order. I ordered private transport, but when we were picked up, the chauffeur also had to pick up another couple up. I've been trying to write to them, but they do not respond to mails.

Book a jeep tour of the Tijuana rainforest in Brazil through gray line and the whole experience was amazing. Our tour guide erika was absolutely fantastic. Great experience all round.

I am awaiting for a refund for a tour that was not reserved for us for the Alcatraz in San Francisco and were emailed to say we could do the city tour and 100 US dollars would be refunded .i have contacted the grayline worldwide to ask for a refund twice last week to get a generic automated email about taking an interest in their tour and someone would deal with it when in fact the email is to do with a refund which the San Francisco grayline have approved .
Very bad service no communication whatsoever I would therefore urge people to not to book with them as you are going to have difficulty in trying to get a refund off them ..A lesson learnt for the future not to use this company again ..
I paid with my credit card and passed the information to them to chase up the money now .

For the past 3 weeks, I have been talking to Expedia to get a refund since the tour was cancelled by Grayline SFO (note: Grayline SFO initiated the cancellation although I still wanted to go). I feel that the refund request is legitimate because I'm not supposed to pay something that service provider cannot deliver. However, Expedia informed me that Gray Line SFO denied to refund request:

"We have advocated your case with the provider and due to their policy in relation to your reason in requesting refund on your reservation, they have unfortunately denied your request. According to the provider, the voucher was used and you have check in for the activity."

The reason given totally doesn't make sense as I could NOT use the voucher or check-in because Grayline SFO canceled the tour due to Yosemite Forrest fire and I could NOT join the tour. I also made a phone call to confirm on 13 Aug that Grayline SFO decided NOT to travel to Yosemite. In Grayline SFO's e-mail on 11 Aug, it says

"At this time Gray Line will not travel to Yosemite National park until further notice due to the fires.
Please inform Expedia for a refund or to book another tour with Gray Line tours of San Francisco."

I was supposed to go on a tour in July but was never picked up. They claim I should have called and would have found out that the pickup time was 30 min earlier than the time shown on the ticket. They refuse to give any refund now. I was robbed of 115 CAD !

With reference to buy bill no. 1924679, paid 400USD, dated 5 August 2018, New York City.

I bought 2 days Hop On Hop Off sightseeing in New York today, as first day experience I had been very furious with bad service and very rude Gray Line tour guide.

I was traveling with kids and adults (60+ ages), we ended our day trip at Central Park, we had long walk to find Gray Line stop in order to catch it back to our hotels at 32th, 5th Avenue. We were told by a red polo Gray Line guy to catch at 47th, therefore we joined a long line (approximately 30minutes) waiting for getting on the double deck bus.

After we get on, I asked a women who was a tour guide on that bus, to know if this bus would stop at 5th Avenue or not, she answered me “yes, but why you will get off at the next station, as this the night tour. You totally mess my life! How many people in your family” and I said “8” , she said “you totally mess up my life, you better get off the bus”. How could she was so rude to me and in front of many other travelers on the bus!

I told her “you couldn’t say that to me because this is Hop On Hop Off and I have full right to get on and off at any of your stops, she said “yes, but you are not nice!”

She is very very bad person, I have no idea how could she represent Gray Line or this is indeed Gray Line culture!!

This is very selfish to kick out customer (olds and kids) in order to full seats of their night tour.

I still have one more day sightseeing with Gray Line but I really cannot use their terrible services all my whole life. This is disgusting agency!!! I promise myself that I will never use any of Gray Line services and I will tell the world of my today terrible experience.