Tripsandtours レビュー 248

Tripsandtours からの回答

2025年9月25日

Dear Amirah,

We're really sorry to hear that your experience on the Bournemouth trip didn't meet your expectations. We take all feedback seriously and always aim to offer a safe, enjoyable, and well-organised day out for everyone who travels with us.
That said, we’d like to clarify a few things to help provide some context.
The trip was carefully planned by our team and everything was in place from our side. Unfortunately, there were serious delays on the day caused by motorway accidents and heavy beach traffic. These were completely outside our control. We always do our best to manage situations like this but we also clearly state in our terms and conditions that delays due to traffic or incidents are not something we can guarantee against.
Despite the circumstances, our team worked hard throughout the day to manage the schedule and make sure everyone was comfortable and safe. We also built in extra time to allow for delays. However, coach drivers must follow strict legal limits on how long they can drive. These rules are not about money or protecting ourselves. They exist to keep everyone safe. A tired driver is a risk we simply cannot take.
In the case of the family mentioned, the coach waited nearly 1 hour and 45 minutes after the planned departure time of 5 pm. That’s a very generous window and well beyond what most travel companies would allow. After the coach left, we received a call from the passenger involved. She admitted the delay was her fault and actually thanked us for trying our best to help. Even then, we arranged for the coach to return which added another 45 minutes to the driver’s working day.
At no point were we told the child involved had autism. That said, we treat every passenger including children with the same care and respect no matter their background or needs. If we had been made aware, we would of course have done everything we could within the rules to support the situation.
Our team stayed calm, respectful and professional throughout and we genuinely did everything we could under the circumstances. We know that stressful moments can lead to frustration but we feel our actions were fair, responsible and above all focused on safety.
We appreciate all of our passengers and thank everyone who continues to support and travel with us.

Warm regards,
The Trips and Tours Team

Tripsandtours からの回答

2025年9月25日

Dear Arun,

Thank you so much for your wonderful feedback! We’re thrilled to hear that your trip to the Lake District was such an enjoyable experience. Hajera will be delighted to know that her efforts in organising the itinerary, engaging the group, and keeping everyone comfortable made such a positive impact.

We’ll be sure to pass on your applause to her and the team — it means a lot to us. We look forward to welcoming you on another adventure soon!

Warm regards,
The Trips and Tours Team

Tripsandtours からの回答

2025年9月25日

Dear Saleem Shahzad,

Thank you for your lovely feedback! We’re delighted to hear that Aliya made your journey enjoyable and that your driver went the extra mile to give you more time at the beach. We’ll be sure to pass on your kind words — it means a lot to the team.

We look forward to welcoming you on another trip soon!

Warm regards,
The Trips and Tours Team

Tripsandtours からの回答

2025年9月25日

Dear Inayah Hussain,

We're really sorry to hear that your experience on the Bournemouth trip didn't meet your expectations. We take all feedback seriously and always aim to offer a safe, enjoyable, and well-organised day out for everyone who travels with us.

That said, we’d like to clarify a few things to help provide some context.
The trip was carefully planned by our team and everything was in place from our side. Unfortunately, there were serious delays on the day caused by motorway accidents and heavy beach traffic. These were completely outside our control. We always do our best to manage situations like this but we also clearly state in our terms and conditions that delays due to traffic or incidents are not something we can guarantee against.

Despite the circumstances, our team worked hard throughout the day to manage the schedule and make sure everyone was comfortable and safe. We also built in extra time to allow for delays. However, coach drivers must follow strict legal limits on how long they can drive. These rules are not about money or protecting ourselves. They exist to keep everyone safe. A tired driver is a risk we simply cannot take.

In the case of the family mentioned, the coach waited nearly 1 hour and 45 minutes after the planned departure time of 5 pm. That’s a very generous window and well beyond what most travel companies would allow. After the coach left, we received a call from the passenger involved. She admitted the delay was her fault and actually thanked us for trying our best to help. Even then, we arranged for the coach to return which added another 45 minutes to the driver’s working day.
At no point were we told the child involved had autism. That said, we treat every passenger including children with the same care and respect no matter their background or needs. If we had been made aware, we would of course have done everything we could within the rules to support the situation.

Our team stayed calm, respectful and professional throughout and we genuinely did everything we could under the circumstances. We know that stressful moments can lead to frustration but we feel our actions were fair, responsible and above all focused on safety.

We appreciate all of our passengers and thank everyone who continues to support and travel with us.

Warm regards,
Trips and Tours Team

Tripsandtours からの回答

2025年9月25日

Dear Customer,

We're really sorry to hear that your experience on the Bournemouth trip didn't meet your expectations. We take all feedback seriously and always aim to offer a safe, enjoyable, and well-organised day out for everyone who travels with us.

That said, we’d like to clarify a few things to help provide some context.
The trip was carefully planned by our team and everything was in place from our side. Unfortunately, there were serious delays on the day caused by motorway accidents and heavy beach traffic. These were completely outside our control. We always do our best to manage situations like this but we also clearly state in our terms and conditions that delays due to traffic or incidents are not something we can guarantee against.

Despite the circumstances, our team worked hard throughout the day to manage the schedule and make sure everyone was comfortable and safe. We also built in extra time to allow for delays. However, coach drivers must follow strict legal limits on how long they can drive. These rules are not about money or protecting ourselves. They exist to keep everyone safe. A tired driver is a risk we simply cannot take.

In the case of the family mentioned, the coach waited nearly 1 hour and 45 minutes after the planned departure time of 5 pm. That’s a very generous window and well beyond what most travel companies would allow. After the coach left, we received a call from the passenger involved. She admitted the delay was her fault and actually thanked us for trying our best to help. Even then, we arranged for the coach to return which added another 45 minutes to the driver’s working day.
At no point were we told the child involved had autism. That said, we treat every passenger including children with the same care and respect no matter their background or needs. If we had been made aware, we would of course have done everything we could within the rules to support the situation.

Our team stayed calm, respectful and professional throughout and we genuinely did everything we could under the circumstances. We know that stressful moments can lead to frustration but we feel our actions were fair, responsible and above all focused on safety.

We appreciate all of our passengers and thank everyone who continues to support and travel with us.

Warm regards,
Trips and Tours Team

Tripsandtours からの回答

2025年9月25日

Dear Nazir Hussain,

Thank you for your kind review! We’re thrilled to hear you enjoyed our service and we can’t wait to welcome you on another trip soon.

Warm regards,
The Trips and Tours Team

Tripsandtours からの回答

2025年9月25日

Dear Nagina Begum,

Thank you so much for your kind words! We’re thrilled to hear you had such a good time and found our service helpful and cooperative. Hajera and Mark will be especially delighted to know they made such a positive impression on your trip.

Your recommendation means a lot to us, and we can’t wait to welcome you back on another adventure soon!

Warm regards,
The Trips and Tours Team

Tripsandtours からの回答

2025年9月25日

Dear Chaila babu,

Thank you so much for taking the time to share your wonderful feedback. We’re delighted to hear that your second trip with us was just as enjoyable as the first. It’s great to know that the itinerary, scenic stops, and onboard activities helped make the long journey feel relaxed and fun.

We’re especially pleased that the coach games added to the experience — bringing people together is exactly what we love to see on our trips. Your recommendation means a lot to us, and we look forward to welcoming you on another adventure soon!

Warm regards,
The Trips and Tours Team

Tripsandtours からの回答

2025年9月25日

Dear Yasmin,

Thank you so much for your kind feedback! We’re delighted to hear that you thoroughly enjoyed your trip to Devon and that Aliya helped make it so enjoyable. We look forward to welcoming you on many more adventures with Trips & Tours.

Warm regards,
The Trips and Tours Team

Tripsandtours からの回答

2025年9月25日

Dear Zahra,

Thank you so much for your wonderful feedback! We’re delighted to hear that your London trip with Trips & Tours was well-organised, stress-free, and enjoyable. It’s great to know you had the chance to explore the key landmarks and enjoy comfortable transportation with time to explore on your own.

Your recommendation means a lot to us, and we can’t wait to welcome you on your next adventure!

Warm regards,
The Trips and Tours Team

Tripsandtours からの回答

2025年9月25日

Dear Smiya,

Thank you so much for your wonderful feedback! We’re delighted to hear that your day trip to Lynton and Lynmouth was so enjoyable and that our tour guide helped make the day extra special with their friendliness and energy. It’s great to know that the coach journey was fun and added to the cheerful atmosphere.

We really appreciate your recommendation and look forward to welcoming you on another trip soon!

Warm regards,
The Trips and Tours Team

Tripsandtours からの回答

2025年5月21日

Dear Customer,

A huge thank you for your wonderful feedback! Sabah and Aliya will be delighted to hear your kind words. We're so pleased the whole experience, from pick-up to drop-off, was friendly, professional, and clear. We can’t wait to welcome you back for more adventures with Trips and Tours!

Warm regards,
Trips and Tours Team

Tripsandtours からの回答

2025年5月21日

Dear Inayah Imaan,

Thank you very much for your kind words! We’re thrilled to hear that Aliya went above and beyond to make your trip to Barmouth so enjoyable. It means a lot to us that you consider Trips and Tours UK the best experience you’ve had, especially after travelling with other companies. We truly appreciate your recommendation and look forward to welcoming you on more journeys soon!

Warm regards,
Trips and Tours Team

Tripsandtours からの回答

2025年5月21日

Dear Tanjina Ali,

Thank you for sharing your feedback. We’re truly sorry to hear that parts of your experience fell short of expectations, and we take your concerns seriously. We’d like to provide some clarity regarding the situation.

The optional excursion you referenced was recommended by us to enhance your experience, but with a very specific time slot advised to ensure smooth coordination with the day’s itinerary. While you did choose to book the excursion, the time selected was earlier than recommended, and unfortunately this created a scheduling conflict. Our guide, Aliya, was not informed of your 5:30 PM booking until late in the day, and this limited our ability to adapt as it was booked a whole hour earlier than the schedule. Our guides work hard to keep the group on track, but cannot be in two places at once—especially when dealing with last-minute changes that were not communicated ahead of time.

From the outset, our documentation (including final updates and important notes) clearly outlined that Day 1 would include free time to explore and was not a fully guided tour. This was explained both in writing and in conversation with your group. The option to explore independently or remain with the group was also made clear, and your group acknowledged this during prior communications. While we aim to support all guests, independent activity means the responsibility of navigation shifts to the individual or group.

On the day in question, our guide did her best to assist despite the challenges. She showed the group how to navigate public transport, explained the metro system, and was managing multiple priorities. While waiting for other members to decide whether to return to the hotel or continue, Aliya still attempted to get your group to the excursion on time and went as far as booking you a complimentary taxi at no extra charge—something we believe demonstrates our commitment to guest support, even under difficult circumstances.

We also want to clarify the distinction between Day 1 and Day 2 of the trip. Day 1 was advertised as a self-guided experience, offering flexibility and free time around Milan’s key highlights like the Duomo and Centrale. Day 2, in contrast, was a fully guided tour arranged by us, which ran successfully thanks to Aliya’s dedicated efforts who oversaw the group’s smooth arrival to the meeting point, transport to the excursion, and on-time arrival at the airport. We’re glad to hear you enjoyed Day 2 and hope you’ll acknowledge that it was made possible by the same team’s efforts.

With regard to the refund, our company originally offered a goodwill gesture despite not being at fault. However, following a full review and considering the unfair accusations directed toward our guide, we made the difficult decision to withdraw that offer. While we understand your disappointment, our guide acted professionally and in line with the itinerary throughout, and it’s disheartening to see her efforts questioned when so much care was taken.

Lastly, we’d like to confirm that the refund for your taxi fare was processed on 14th May and, as stated, can take 3–7 working days to arrive. We appreciate your patience as that clears.

We remain committed to transparency and fairness, and we hope this clears up any misunderstandings. Thank you again for traveling with us—it was a pleasure to have your group on board, and we wish you all the best in your future adventures.

Warm regards,
Trips and Tours UK

Tripsandtours からの回答

2025年5月21日

Dear Shomaila Wasim,

Thank you so much for your wonderful review! We’re delighted to hear you had a fantastic time at Barmouth Beach and that Aliya made the trip so enjoyable and comfortable. It’s great to welcome you on your first trip with Trips and Tours UK, and we can’t wait to help you plan your next adventure with us!

Warm regards,
Trips and Tours Team

Tripsandtours からの回答

2025年5月21日

Dear Mahdia Parveen,

Thank you for sharing your wonderful experience! We're thrilled to hear you had an awesome day exploring Matlock and Cromford Mills with your friends. It’s great to know Aliyah made the trip even more enjoyable with her friendliness and knowledge. We really appreciate your confidence in Trips and Tours and look forward to having you travel with us again soon!

Warn regards,
Trips and Tours Team

Tripsandtours からの回答

2025年5月17日

Dear Maya Serish,

Thank you so much for your lovely review! We're absolutely delighted to hear that you and your sister had such an enjoyable time in Italy and Switzerland. It's wonderful to know that Aliya made a positive impression and that the service and organisation met your expectations.

We truly appreciate your recommendation and hope to welcome you on another adventure in the future!

Warm regards,
Trips and Tours Team

Tripsandtours からの回答

2025年5月17日

Dear Aiishya,

Thank you for your kind words! We're thrilled to hear you enjoyed every minute of the trip and that you found everything well organised and attentive to your needs. Feedback like yours means the world to us and motivates our team to keep delivering memorable experiences.

We hope to see you again on another adventure soon!

Warm regards,
Trips and Tours Team

Tripsandtours からの回答

2025年5月17日

Dear H A,

Thank you for being a returning traveller and for sharing your experience with us. We're so pleased to hear that your second trip was an even better one, and we're truly grateful you noticed the efforts we made to take your feedback on board — customer satisfaction is always our priority.

It means a great deal to us that you value our commitment to accessibility and inclusivity. Creating enjoyable and welcoming experiences for all families is at the heart of what we do.

We look forward to welcoming you on many more journeys ahead!

Warm regards,
Trips and Tours Team

Tripsandtours からの回答

2025年5月6日

Dear Saba Aslam,

Thank you so much for your wonderful 5-star review! We’re delighted to hear that you had such a fantastic first trip to Belgium with us. Aliya truly shines in creating a warm, engaging atmosphere, and we’re thrilled she made your journey so enjoyable and memorable. It’s fantastic that you appreciated the well-organised experience and all the fun moments along the way. We’d love to welcome you back on another trip soon and are so grateful for your recommendation!

Warm regards,
Trips and Tours Team