VanGuard Tours & Cruises UNSTATISFACORTY TOUR - This posting serves as a follow-up to a letter that I wrote to Mr. Frank Barnes, President VanGuard Tours & Cruises and his respone to my letter. Rip-off! Alexandria Virginia

VANGUARD TOURS & CRUISES

I am posting this in order to alert all future clients of VanGuard Tours & Cruises (VG) that they should obtain the names of all VG subcontractors and other agencies that VG employs. This will enable you to determine liability and fault if your tour or cruise does not meet the advertised and/or contracted items. I make this statement, because as you read Mr. Barnes's reply you will note that there is a common thread that runs through his comments: It was not VanGuard's responsibility it was the responsibility of another person/organization.

Why I post this caution will become evident as you read this abridged version of the ten page letter that I wrote to Mr. Frank Barnes, President Vanguard Tours & Cruises, on 24 June, and his reply of 4 August, in which he refutes my comments or blames another person/organization. What drove me to express my dissatisfaction this on this site was the attitude of Mr. Barnes. I found his letter to be condescending, demeaning, and surly. I was shocked to receive a letter with his tone from the president of a professional organization that deals with the public.

My wife and I booked a cruise on the Queen Mary 2 and a 2 1/2-day tour of Normandy. The VG material stated that that Normandy tour included guides and is fully escorted.

I will confine my comments only to the Normandy portion of my VG Adventure. However, since VG appears to have great difficulty with bus scheduling (as noted in another report on this site), I would be remiss in not commenting on our debarkation from the Queen Mary 2.

 Disembarkation

The manner in which the VG representative conducted the disembarkation was a fiasco. At times I almost had to laugh at the chaos that was caused by his inability to organize and handle groups of people.

We were instructed to report to the Illuminations at 0830, where we would be issued a colored card which would indicated the bus that we would be boarding for our trip to Portsmouth. An experienced tour guide would have dispensed the cards to the people and checked off their names as they entered the room. NOT THE VG REPRESENTATIVE! He waited until most of the people were seated and then announced that one person from each party should go to the rear of the theater and obtain the cards.

He also announced that the buses would be arriving at 0845 and that we should be debarking at 0900. The appointed time came and went as many other stations through out the ship were called to debark. At approximately 1000 the VG representative announced that the buses had arrived and that we would be debarking very shortly. Meanwhile the ship's purser continued to announce other stations to debark.

At approximately 1100 the VG representative announced that the colored cards were no longer correct and the buses were now numbered, so red would now be #1, blue #2, etc. Please imagine the confusion that ensued! At approximately 1150 the VG representative announced that group #1 should debark. We were group #4 to debark and I have to admit that it was very easy to locate our luggage, AS THE VANGUARD GROUP WAS THE FINAL GROUP TO LEAVE THE QM 2!

After claiming our luggage, we loaded it on the baggage truck and proceed to bus #4, where we sat for a long period of time. Our bus driver announced that the delay was because VanGuard had not ordered enough buses and that we were waiting for additional buses.

Final someone made the decision that bus #4 should depart and, as we left, I could see many people standing on the pier... waiting.

 Response from Frank Barnes, VanGuard, President

The disembarkation delay was no fault of the VanGuard representative or VanGuard. We had motorcoaches waiting for two hours to make their pickup. The driver who commented that we didn't order enough busses was wrong. In fact, for added convenience, we paid additional for 1 more bus than needed and luggage trucks to be sure that no delays were caused.

 My questions/comments

1. If the busses were waiting for two hours, why were we waiting for approximately three hours?
2. If there was an additional bus, why were we delayed waiting, siting in a hot bus waiting for another bus?
3. If there was an additional bus, why could I see many people waiting on the dock as we departed?

 France/Day 1

The pre-trip literature that we received from VanGuard stated that we would debark the Eurostar at Calais and then bus to Rouen. Later we were informed that we had to take the Eurostar all the way to Paris, because there were no baggage handling facilities at Calais. When was this determined?

If VanGuard placed their guests first, we still could have gotten off the train at Calais and taken our scheduled tour to Rouen. VanGuard should have arranged for a commercial firm to claim our luggage in Paris and transport it to hotel. Of course this would have taken some prior planning and this is an aptitude that was missing during our entire trip!

After getting off of the train in Paris, we boarded buses and drove about two blocks and parked in an alley for approximately two hours waiting for our luggage to be loaded on the bus. Once again, I would like to point out that my sitting in an alley had absolutely nothing to do with my baggage being loaded on the bus. I surely would have enjoyed Rouen more than staring a warehouse wall!

We then departed Paris, WITHOUT A GUIDE OR VANGUARD ESCORT, EVEN THOUGH ALL OF THE LITERATURE THAT I RECEIVED STATED THAT THIS WAS A "FULLY ESCOURTED TOUR! As we were driving through the streets of Paris and French countryside, it would have been nice to have someone describe what we were seeing. I would be remiss if I didn't point out that we did have an escort/guide of sorts. Mr. XXXXX, a tour member, told us that he wasn't being paid by VanGuard, but he was volunteering, because the VG representative requested him to do so, to be the escort/guide for our bus. In fact he remind us of his volunteer escort/guide status, that he wasn't being paid by VanGuard and that this was his first trip to France hourly! I would like to add that this man did not speak French.

However, we weren't going to Rouen or to Bayeax for the CONTRACTED day tour of the Memorial Museum or to the CONTRACTED British cemetery or the many memorials in the area! We did stop at two roadside service stations for bathrooms and refreshment breaks. While these weren't in your pre-trip literature they certainly were welcome. I would also like to note that we were unable to use the bathroom on the bus, because the door was locked. The bus driver told us that the door was locked, because there was an addition fee to have the door unlocked so that the passengers could use the facilities and that VG had elected not to pay this fee.

We finally stopped for lunch at Giverny. Once again, it was very evident that VanGuard had done ABSOLUTELY NO PRIOR PLANNING! The facilities at Giverny were not equipped to handle a large group of people without prior notice. Our unpaid volunteer escort/guide, Mr. XXXXX, was also not helpful. As soon as the bus stopped, he immediately departed. I assume that he felt that since he was an unpaid volunteer escort/guide, he wasn't responsible for the tour guests.

We were left in a parking lot, having absolutely no idea where the restaurants or any facilities were located. A group of us made our way through a dirt parking lot and up a very steep incline to a small street where we found a sandwich shop with a long line. I estimate the distance from the bus to the sandwich shop to be approximately 3/4 of a mile. I would also like to mention that it was very warm which increased our discomfort.

While standing in the sandwich line, our unpaid volunteer escort/guide, Mr. XXXXX, walked past us eating a sandwich.

After obtaining our sandwich and eating it while standing in the street, it was time to traverse the dirt and the hill and return to the bus. A LACK OF TIME AT ANY ONE SPOT WAS A RECURRENT THEME THROUGHOUT THE ENTIRE TOUR. We always seemed to be pressed for time - another clue of the LACK OF PLANNING BY VANGUARD.

It should be noted that several elderly guests didn't depart the bus due to the long walk and unfamiliar terrain. ABSOLUTELY NOTHING WAS DONE FOR THEM CONCERNING FOOD OR BEVERAGES!

Due to us being so far behind schedule, we were unable to make Bayuex prior to the museum closing time so we went directly to our hotel in Liseux. Due to our late arrival at the hotel, we had the choice of eating dinner at the hotel or not eating at all. The desk clerk told us that even if we took a cab to the center of town all of the restaurants would be closed.

As had been par for the course, our unpaid volunteer escort/guide, Mr. XXXXX, was of no help to us as he had never been to France.

I WOULD AGAIN LIKE TO NOTE THAT WE WENT THE ENTIRE DAY WITHOUT A GUIDE!


 Response from Frank Barnes, VanGuard, President

The first day in France did prove to have some problems. Let me assure you that Mr. XXXXX was the official escort. He specifically asked to be the escort on the Normandy extension. He came to us with impressive credentials and claimed he had experience in escorting tours. His personality proved to be a disappointment and we will not use his services in the future. The failure to arrive at Bayeux on time was the fault of the driver from the local Tour Company we contracted through Gulliver's Travel, the largest tour operator in Europe. However, as you pointed out they pointed out they included that guided tour on the third day. If you indeed missed entrance to the Memorial Museum in Bayeux, that is the only item that you failed to receive.

 My questions/comments

With his comment, The first day in France did prove to have some problems, Mr. Barnes completely avoids addressing:

1. Going to Paris instead of Calais.
2. The confusion with the luggage.
3. The long delay and being parked in an alley.
4. That the escort had never been to France.
5. That the escort did not speak French.
6. Why an escort that did not speak French and had never been to France was hired.

I found it very amusing when Mr. Barnes stated, The failure to arrive at Bayeux on time was the fault of the driver from the local tour company we contracted through Gulliver's Travel, the largest tour operator in Europe.

I have been on many bus tours in both Europe and the U.S. This is the first time that I ever knew that the bus driver was at fault for:

1. Failure to pre-plan or dry run the tour.
2. Changing the itinerary.
3. The inordinate delay in Paris.
4. Alteration of the bus route.


 France/Day 2

After an excellent breakfast at the hotel, we departed the hotel at 0800 with a French female guide onboard the bus. I would rate the guide's English as LESS THAN ADEQUATE. Also, she didn't know the background knowledge that we had of D-Day and the invasion of Europe. I do not fault her for this, I FAULT VANGUARD! I received the distinct feeling that she was hired at the last minute and was not originally scheduled to conduct this tour. Between reading the road signs to us, she read from a written script so to inform us of the action on D-Day. After my previous readings and the lectures on the QM 2, this was redundancy in-depth! We passed by/through many towns/villages and she never made mention of what we were viewing. We passed many statues/monuments, but were never advised of what we were viewing. We could not stop, because according to our unpaid volunteer escort/guide, Mr. XXXXX, who was directing the tour, said that we were running behind time!

Why we stayed in Lisicux, which necessitated a long bus ride each day (more than one hour) in order to reach the schedule site for the day, is very difficult to understand. Of course I am not a professional agent/guide or a supposed professional tour agency.

Our visit to Pointe du Hoc was very enjoyable, informative, and inspiring, BUT ONCE AGAIN WE WERE RUSHED FOR TIME BECAUSE WE WERE BEHIND SCHEDULE.

Our next stop was Omaha Beach where our unpaid volunteer escort/guide, Mr. XXXXX, allotted us 45 minutes to eat lunch and view the beach and museum!

VISITING OMAHA BEACH WAS THE PRIMARY PURPOSE OF MY ENTIRE TRIP AND OUR UNPAID VOLUNTEER ESCORT/GUIDE, MR. XXXXX, ALLOTS US 45 MINUTES! I CAN NOT DESCRIBE THE UTTER DISAPPOINTMENT MY WIFE AND I FELT REALIZING THAT WE HAD VERY LITTLE TIME TO EXPERIENCE OMAHA BEACH.

IT WAS AT THIS POINT THAT I CONSIDERED THE TRIP A FAILURE AND THAT I WAS GOING TO WRITE THIS LETTER AND REQUEST A REFUND!

I will not even discuss lunch arrangements and facilities - three buses, and one very small sandwich shop. As usual, our unpaid volunteer escort/guide, Mr. XXXXX, departed the bus as soon as it stopped. The sandwich shop lady told us that we should have phoned, etc., THAT WOULD HAVE REQUIRED PRIOR PLANNING, WHICH VANGUARD DOESN'T DO!

We didn't have time to enjoy the awesome sights and recall the events of 6 June 44, because WE WERE RUNNING BEHIND TIME!

As we were driving to Juno Beach the guide mentioned some German bunkers, several miles after we had passed them, and that if we had looked to our left we would have seen them! We also passed several large churches that she never mentioned!

 Response from Frank Barnes, VanGuard, President

Regarding your displeasure at the time allotted at the various points of interest, this tour was clearly presented as covering many sites. We never presented it as an in depth tour. You contradicted yourself when you complain that there was not enough time to make unscheduled stops and not enough time at the scheduled stops. Then you complain that the tour finished too late to find dinner at a restaurant in Liseux. That may have been true or it may have been the desire of the hotel employee that you patronize their own restaurant. There are a finite number of hours in a day. VanGuard is not able to create additional time for things that you desire and we did not schedule.


 My questions/comments

1. Mr. Barnes did not address the fact that three busses stopped at a sandwich shop that was not equipped to handle that many guest in 45 minutes.
2. That the reason that we had a French guide was because one of the tour members contacted VanGuard in Alexandria, VA, and informed them of the problems that we were encountering.

I have to admit that I was amused by Mr. Barnes's use of the term in-depth. At many sites we did not even have time to scratch the surface. For example, at Omaha Beach, three busloads of people had 45 minutes, to visit the beach, eat lunch, and visit the museum!


 France/Day 3

This was Sunday and no provisions were made for your guests to attend religious services.

After boarding the bus our unpaid volunteer escort/guide, Mr. XXXXX, announced that the VG representative had instructed him to depart even if the French guide had not arrived and that we would not go to Caen to pick her up. We then proceeded to drive through Caen. (Did I miss something?).

We did meet our guide, Ms. French, when we stopped at Bayeux for a restroom break. When she boarded the bus she inquired of our unpaid volunteer escort/guide, Mr. XXXXX, I was waiting for you at Caen, why didn't you pick me up? I thought this was an excellent question, but it went unanswered by our unpaid volunteer escort/guide, Mr. XXXXX. ONCE AGAIN VANGUARD'S LACK OF PLANNING AND SCHEDULING WAS HIGHLIGHTED, AS WAS THE INEPTITUDE OF OUR ESCORT/GUIDE, MR. XXXXX, AND THE VG REPRESENTATIVE!

On our return trip to Paris, we stopped at Bayeux, so that we could use the same bathroom facilities that we had used in the AM. However, this time we had time to view The Bayeux Tapestry. This wasn't included in the tour so we had to pay our own entry fee. It would have been a nice gesture by our unpaid volunteer escort/guide, Wilbur Jones, Capt. USN (Ret), to pay the entry fee and charge VanGuard since we paid for an entry fee to the Military Museum WHICH WE NEVER RECEIVED!



 My Final comments

I started my letter of 24 June, to Mr. Barnes by requesting of a refund of $1,000.00 ($500.00 per person). I stated After reading this letter in its entirety, the refund is but a small representation of the anguish that your organization caused us and for services that we were promised, but never received.

 Final comments of Mr. Barnes

Enclosed is a check for $40 representing far more than the cost of admission to the Memorial Museum at Bayeux which you failed to receive.


I conclude with one final comment, by paraphrasing Winston Churchill:

Never in the field of touring and traveling has so much been spent by so many who received so little of what was promised to them.

John
Sacramento, California
U.S.A.

CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.