Gray Line Reviews 

Tour didn’t work..2 times in two different places

Θα ήθελα να βάλω 0, αλλα δεν έχει τετοια επιλογή. Χάσαμε τα χρήματά μας. Δεν μας έδωσαν ποτέ τα εισιτήρια που αγοράσαμε και μας έκλειναν το τηλέφωνο. Μη κανετε ποτέ το λαθος και κλείσετε ξενάγηση μέσα από αυτή την εταιρεία.

Complete scammers. Cancelled our tour and never reimbursed us. It has been 3 weeks, 700 euros in the nature and everytime it’s the same thing « there is a little delay, we will transmit the demand to the financial service ». I will start to look at possible legal actions against the company.

We just got back from Cabo and book Gray Line for our transportation round trip to and from our resort. The service was awesome. We were the first people out at the meeting spot so we had to wait about 20-30 minutes for the other people to show up but we sat in the bar area for a cocktail and Gray Line came and told us when we were ready to leave. Great experience with them.

It is advertised and billed as a two hour tour. It is not! The bus driver made us sit and wait while he was on the phone. The tour is 1.5 hours with a 20 minute stop. Pick another one.

My wife and I booked the Gray Line Switzerland "Mt. Pilatus - Golden Roundtrip" tour in August 2024.

ISSUE #1
The day of the tour, while on the bus from Zurich to central Switzerland, the Gray Line tour guide told us we would be dropped off at the base of a mountain and that we would each be given two tickets. From there, we would be on our own until we had to meet the bus in Lucerne 6 to 7 hours later for the return bus trip to Zurich.

We were told:
A) The first ticket would get us on a "Panoramic Gondola" (going part way up the mountain), then get us on the "Dragon-Ride cable car" (& go the rest of the way up the mountain), then later, that same ticket would get us on the "cogwheel Railway" (down the other side of the mountain, to a lake).
B) The second ticket would get us on a "Lake cruise" boat that would drop us off in Lucerne.
C) We had to be at a certain location in Lucerne at the appointed time or miss our transport back to Zurich. And that if we missed this bus, we would then be left to our own devices.

I repeatedly asked the Gray Line tour guide for directions and/or a map showing us how to get from the Gondola to the cable car, from the cable car to the Cogwheel train and from the Cogwheel train to the Lake Cruise boat.
What we received was:
1) The two tickets each (listed above).
2) A small yellow piece of paper that named the modes of transport (listed above) and the times to be on the train/boat/bus meeting point in Lucerne.
And was told to "ask people there" how to find the cable car, the cogwheel train and the boat.

As we approached each of the first two transfer points, we did not know if we had to go 5 Meters, 50 Meters or 500 Meters to the next means of transport. We did not know if we should go left or right, up or down.

ISSUE #2
After boarding the Cogwheel train to go down the mountain, train staff informed us the train coming up the mountain was broken and our departure would be delayed 30 to 60 minutes. When I inquired about catching the Lake Cruise boat on time, about times for later cruise boats, about what to do if we miss the bus in Lucerne, the train staff had no answers, only a new estimate for train departure.
My wife called the Gray Line guide for our tour, told her of the situation and then made the same inquiries about boat & bus times/options. The guide's reply was, "Ask the people there." My wife handed the phone to me. When I said, "this is Ed", the response I got was the sound of the call being terminated from the other end.

Fortunately, the other people in our train car spoke English and seemed to be familiar with local geography and public transport options. They strongly advised us to abandon Gray Line’s itinerary and use different options to get down the mountain and then make our own transport to Lucerne via alternate methods. So, when the train staff returned with and even later estimate for departure, one that meant we would likely miss the boat departure, we took the other passenger's advice, got off the train and made our own way back to the Lucerne meeting point.

The two major points here:
(1) Gray Line should provide written (or at least verbal) directions on how to get from one transport device to the next. (When we made our way to each of those first two transfer points, we did not know what/where/how prior to getting there. That made us very uneasy)
(2) When Gray Line itinerary fell apart, we felt abandoned.


Last, but not least:
My wife, even after reading the tour description in the Gray Line Tour booklet, was completely surprised we were left to navigate much of this multi-legged tour on our own...
We both believe that this lack of a guide should be made VERY clear in Gray Line’s tour description.

We booked a van to transport our family of 6 with 11 pieces of luggage from the airport to our resort, and it was a complete disaster from start to finish. We waited an excruciating hour only to be handed an SUV instead of the van we specifically requested. And guess what? They had the nerve to tell us that they didn’t have a van available. The SUV was cramped and couldn't accommodate our luggage, so we ended up having to hold it all on our laps.

As if that wasn’t bad enough, on our return day, we called to confirm the pickup time, only to be told that the driver had shown up 3 hours earlier than requested and marked us as a no-show. When we explained that the time was wrong, they refused to send another van and left us high and dry, telling us we had to make our own way to the airport.

This has been one of the worst experiences I’ve ever had with a transfer service. The staff were indifferent and uncaring. We discovered that Gray Line Los Cabos barely has any vehicles and relies on private cabs, which means you’ll always be misled about wait times. When things go wrong, their go-to excuse is always that the driver had a problem with the vehicle, and they’ll just send another one.

I will never use Gray Line Los Cabos again and strongly advise against it. If you can, check if your resort offers a shuttle service and pay for that instead. Avoid this company at all costs.

If a product is incorrectly ordered or delivered and you expect to return it DON'T! Shawn Hunt will do everything possible to keep your money up to providing a return address IN ANOTHER STATE THAT DOESN'T EXIST! After providing USAA evidence in the form of emails from Shawn Hunt offering $30.00 if I just keep a $175.00 I can't use, pictures of the unopened package inside the original box and the address that USAA was also able to confirm didn't exist Shawn Hunt/Grayline must've decided to not fight them bec of course the refund was issued minus the completely ridiculous 15% restocking fee. If you don't have USAA or like minded CC company having your back good luck. You've been warned

Went to Los Cabos last week and they customer service is very unprofessional.They take your money to pay for excursions but don’t tell you important things that you should know and they act like they don’t care.They are by far the worst company to deal with. I wouldn’t recommend them to anyone.I advise to go with another company.

Consistently fictitiously advertising "In Stock" status for products that it doesn't have. More expensive than every other alternative. Customer Service honestly could not care less.

Porto - Total rip off!! Avoid at all costs - This is a fraud. €23 con. None of the audio tour worked - after complaining at the start of the journey we were promised a refund if the system didn’t work. The driver was aggressive and unhelpful and kept saying it worked - We offered that he come and try which he refused. This company should be shut down. We will persue this with the main office in Porto and elsewhere - Do not use you have been warned

Un bus sempre pieno e affollato, l’attesa quasi di un’ora, staff sgarbato. Tutto pessimo. Tour a Roma.

Went on a Golden Circle tour in Reykjavik. Very organised pick up and tour was amazing. Michael was an excellent tour guide and so informative. He explained everything as we went along and we even got to feed some lovely Icelandic horses as we had made good time on the tour. Definitely worth it liked the earlier tour time of 10am.

Took their city tour in Porto. It was horrible! The audio never matched the stops. And was badly organized with the actual stop number and the one displayed one the map!

Duane our driver was excellent, went out of his way to be helpful, informative and witty. Tour was excellent and would definitely recommend Grey Line Tours.

Our short Iceland break was made more enjoyable and memorable, especially with Darren our tour guide and Kamil the driver.

Darren did not only share about the Golden Circle which was our tour for the day but also a shared a lot of Icelandic culture. A major plus!

Coach was comfortable; the travel (from pick up from our hotel to going back to Reykjavik) went smoothly.

Thanks so much and job well done!

Completely disappointed and ripped off by this company. Emailed a complaint and no reply.

We were told to be at the bus stop no later than 7am as they leave at 7.15am. Multiple times we were told not to be late as the bus would leave at 7.15am without us if we were at all late.
6.35am we arrived there. We never got on a bus until after 8am, unsure what time it eventually left at all because two people were late, and supposedly didn’t turn up.

After the trip was booked we got a WhatsApp telling us that the Naples part of the trip is cancelled and they would give us 3.30hours at Pompeii instead of the 2 hours.

Sadly we only got the 2 hours and the tour guide was in such a rush we missed so many things to see. This was something I personally wanted to see for over 10 years.
The tour guide spoke 100mph, us and many others couldn’t understand him.

We felt like we were constantly running after the guide as he was extremely quick walking through the place in such a rush.

The hotel they took us to for breakfast that we had to pay for was more than 3x times the price of anything else in Rome. Advising us to eat breakfast which we did, but not saying your getting your lunch in just over an hours time.

Absolutely disappointed in everything from the start to finish in this trip and basically feel it wasn’t worth the money one bit. The fact a part of the trip was cancelled and not rectified and we still got charged the full amount is disgusting.

My trip was to Dubrovnik from Split.
Coach ride to split approx 3.5 hrs leaving at 7am. I was told there would be stops on route but to bring snacks.
Luckily I had a very early breakfast as my pick up was 06.40.
The first stop for toilet breaks was not until after 9am and there were no facilities to buy anything, not even water or coffee, yet we stopped for 20 mins & had passed service areas with drinks & toilets.
On raising this rather than a proper explanation I was informed it would take too long for coffee breaks, even though I was asking about a quick take away area for drinks - that I could drink in 20 mins allotted time?
I was then informed I was being selfish to other travellers for wanting this and given a lecture around coffee not being good for me ………
Next stop Dubrovnik & tour, we were herded of the bus to immediately start the tour after another long 1.5 hr drive & the tour driver would not even wait for me to use the public toilets, asking that I hang on to when he finished?????
I then had to hope I would find the tour who had already moved into Dubrovnik city having started the tour without me…
Like many females, there are u fortunately times we do need to use the toilet for sanitation reasons & this was not even considered & very inconsiderate.
Last stop was for oysters and wine, the emphasis was that we would only stop for this and be quick?
I had to ask, what else we could get and was given a very disgruntled answer that wine would be on one table and oysters on the other, we were not given drinks menu and I had to query if I could get a coffee as I did not want Wine!
The tour itself was good, fellow passengers nice but it was clear the tour guide only wanted to move at his pace to get the tour finished so he could have free time in the city at the beach and free oysters and wine on the way home. I would advise Secret passengers on the tours to ID these issues and put in required customer service training.
I am happy to discuss further.
Regards
Anne

Terrible service.
Buses very packed & infrequent. Not air conned.
Dare not hop off in case next bus full. Had to miss 2 buses for this reason.
Take a private tour or use public transport.

Totally incomprensive with the client.
I came 5 min late yo de date and they dont help me in nothing, i lost muy tour in Roma anda muy 90 eur...