Let me put it this way: when things are easy, this company might be sufficient to get you to the Great Canyon and back to the hotel. Nothing more. When there are difficulties, problems need to solve, discussions, they are nothing but amateur, disrespectful, not in any way helpful, and irresponsible. They claim they are better, they are different, but better doesn't only mean smaller groups, lunch provided, and other superficial things, which by the way I have to say they are also by no means better -- the vehicle is visibly dirty! !Nothing stands out. Put this aside, being better lies in the attitude, the sense of customer service. You tell a good company apart from the rest when things are not easy, when there are problems to solve. In the situation I'm about to explain, this company shows they are nothing but a mediocre overpriced transportation company. When we raise a question, they act defensively, they are not compassionate enough to listen to us, instead they blame us for everything, they scold us for complaining to them, they insult that we are not knowledgeable enough to foresee a problem, they whip out their terms and conditions, ask why we didn't read more closely, they ask why we didn't do things differently but not what they could have done differently.
GC as a company doing Grand Canyon tours for years failed to put their experience into helping customers, they succeeded in using their experience to defend themselves. They wasted our trust in them. They failed to be kind, be considerate, be fair under the circumstances of problem-solving.
We booked a tour a month ago for March 2nd. It's me and my parents' first time traveling in this area, to Grand Canyon. We thought a tour company might make things easier. While the day was approaching we got no reminder emails, no another confirmation letter about the pick-up time, driver's info the day before -- which is kinda fine I guess, I have it on my calendar and they are not obligated to remind me again, they did send one email when I booked it one month ago. It just appeared a little amateur to me, but no harms were done. So I sent an email to confirm the pick-up time, I also raised the question of whether the tour would be still on given the weather forecast indicating rain during the day. I was thinking briefly whether the rain would cause danger on the road, but it never occurred to me that the rain would cause a heavy fog in the Canyon and there was a risk of no visibility. Thinking back, I could have done more research and phrased the question differently by asking more specifically about the impact of the rain. Anyway they responded in very few words saying: hi, the pick-up time is correct and the tour is on! So I was relieved. In my opinion when an experienced tour company decides to proceed with the trip I should trust their decision. Then the next day, we met with the driver, it was drizzling, I asked the driver: do you think there will be mist impacting the view in the Canyon based on your experience? He avoided answering directly, he just said the rain was on and off.
GC Tours--what kind of a professional tour company that knew early on that the risk or even the fact of the heavy fog in the Great Canyon in the morning but didn't even have the courtesy to warn/ inform us the first-time travelers the possibility of poor/zero visibility, the possibility of a 12-hour travel in vain? A little bit of your knowledge and experience would be so helpful to us...your purpose is to guide us through an amazing experience in the Great Canyon, didn't it occur to you to kindly remind us about the visibility issue based on your knowledge, your connection with the park, your extensive experience? Wasn't that obvious to do on a day like that? Instead you blamed us for not knowing better, stated in your long email that it is us who made a poor decision that day to go on the trip, wasted a 12 hours drive. It is all us to blame. You have nothing to do with anything. All you have is the terms and conditions you use as excuses.
You can blame me on everything, you can pull out your terms to get away, but at least admit that you had options to make this experience better too! Your company is far from the best company you boasted to be, you are not even trying to listen and be better.
Attached is how they addressed me, tell me in what way this is proper!!??Tell me how they DARE to claim they are the better tour company in the business!!??
They agree to refund $30 of the $375 I paid, and a future discount which I will never use. I'm letting you know their offer because I think it's important and only fair to show you how they intend to compensate. It is not only about money, it's disappointment, and the utter waste of time and energy. On top of that, it's the GC Tours' appalling attitude and their insulting customer service skills that shuddered me. read more