I have never done a complaint before for any company but I feel compelled to warn unsuspecting travelers of this company so that their vacation will not be ruined like mine did. My children will forever remember the sadness of the heartache we were caused trying to call, waiting on hold for 20 minutes two times and being hung up on and being told essentially, you sucker - your out of luck. I booked two tours from Alcatraz for Boston the night before I was leaving on a plane for Boston. My 15 yr old son had never been on a plane so this trip was to be extremely special. Alcatraz had no problem taking my money and acknowledging my booking. I was then told to wait for E-tickets. Since my E-tickets did not arrive in my email by early the next morning, I had to board a plane without them. I took the phone number and the Tour Activity Reservation Receipts. I arrived in Boston and since one of my tours was for the USS Constitution, we decided to go there. No one knew about Alcatraz or their tours so I called the company. I waited on hold for 20 minutes when a customer service representative answered. I told them I was in Boston but no one knows about Alcatraz. She said "do you have your e-tickets?" I said "no, they did not arrive before I left California." She then proceeded to reprimand me and said that without the e-tickets, she could do nothing for me. She then hung up on me. I called again and waited again this time for 25 minutes. (My children had to wait around doing nothing in the lobby of the USS Constitution Museum). I got another representative who told me the same thing but she did not hand up. My husband got on the phone, explained the situation and she said she could not help him. She then asked if we had a fax or computer. My husband said we are in the museum of the USS Constitution on a Saturday with no fax, no computer, no printer access. My husband then asked if she could direct us to the booth for the tour. She did say she would try to get tickets to the booth but could not tell us where it was located. There were wall-to-wall visitors in Boston. The USS Constitution and Faneuil Hall were packed. There was no way to locate a booth quickly that might have a way to access Alcatraz to get our tickets. After two hours, we did search, asked several booths (and there were many scattered throughout Boston) and finally someone said that they had tickets for us. We were able to take the cruise to the USS Constitution but when we realized what we booked, it was not clear what the cruise entailed. The description on the website from Alcatraz was nothing like what the actual tour entailed. It never described the pick up points, where it is available or where the booth will be located. Also, they re-word different tours and it is very easy to book and pay for the same thing along with another tour attraction. So you book for a cruise and USS Constitution and a cruise and Beantown Trolley. Guess what you paid twice the money for the same cruise.in my case, we had to find a library (pay for computer time), print e-tickets which we could not use because it was too late. I tried to explain this to customer service after the fact but they just sent me "pre-worded I'm so sorry prompts." Just another way to say, "SUCKER."
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