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Buyers Beware - Don’t Expect A Favorable Customer Experience
Rick Steves' Europe Travel Center的点评
点评：A similar disappointing experience as what https://www.tripadvisor.com/ShowUserReviews-g58451-d14170481-r983860296-Rick_Steves_Europe_Travel_Center-Edmonds_Washington.html
had posted, Rick Steves’ staff need to regain some customer sensitivity and rethink how they handle things.
My partner and I, along with two other couples, decided to book Rick Steves' Scandinavia Tour. Unfortunately, about 60 days before the tour, one couple experienced an emergency medical issue that necessitated them canceling their tour reservations. Rick Steves' 2026 cancelation policy, which we’ve since learned changes from year to year, states "Refundable Medical or Family Emergency ("Refundable Event"): A Refundable Event must first occur less than 60 days prior to your tour's start date or while on tour. It is RSE's sole discretion to determine if your situation is a Refundable Event." The key words here are "RSE's sole discretion". Meaning Rick Steves’ staff gets to decide if you had a true medical emergency. Before agreeing to grant our friends any refund, they put them through multiple iterations and questions, many private and somewhat personal. Finally, Rick Steves agreed to give them the 100% refund they were clearly due (less their $800 advance deposit). Let's just say Rick Steves' staff didn't show much sensitivity or caring before finally granting them their refund.
My partner and my situation is far worse! "Less than 60 days prior" to our tour, my partner learned she needed an urgent medical procedure. At first, we were of the impression that we could still travel on the tour with our other remaining friends. Unfortunately, 18 days before the tour, we learned my partner's medical situation was far worse than we'd imagined and travel was out of the question - leaving our one remaining couple traveling alone. We'd were hit with a serious "Family Emergency", within 60 days prior to our tour's departure. Once our friends heard this sad news, together, we'd identified another couple to assume our place on this Rick Steves' tour. Initially, when I contacted Rick Steves, they said that might be possible for these friends to assume our tour space. A couple days later, Rick Steves' staff called and indicated our space had already been reallocated to their long-standing tour waitlist. Leaving the 1 remaining of the 3 couples to travel on this tour alone.
Despite Rick Steves' initially staff telling me our tour space was already reallocated, preventing our friend's friends going with them, again Rick Steves made it very difficult on us to receive any refund. Rick Steves' staff showed little to no sensitivity to our difficult medical situation and journey still ahead, or anyone's disappointments. Initially, Rick Steves' staff said simply a dated hospital discharge notice would suffice to secure a refund. Then No, they needed a physican's letter. I opted to visit Rick Steves' Edmond office to deliver this letter and to confirm a refund. Days later, based on their "sole discretion", Rick Steves staff decided to we'd had an emergency, but opted to refund only 50% of our tour expense (again, less our $800 deposit). In that email, despite what they'd indicated previously when we'd attempted to fill/transfer our tour space, they now made claims that they were not able to refill our space, and had incurred lost operating expenses, etc.... Knowing we'd object given the circumstances, assuming we'd simply accept it, Rick Steves' staff went to far to state "This decision is final".
Upon questioning Rick Steves' decision and rationale, after waiting, I received an email from another associate with multiple conflicting claims and points - like now saying they couldn't transfer our tour space since one or more of the hotel room on the tour was already booked by another tour company.
Hopefully this review helps others. FYI, the one remaining couple that took this tour alone, informed us they were less than impressed.
had posted, Rick Steves’ staff need to regain some customer sensitivity and rethink how they handle things.
My partner and I, along with two other couples, decided to book Rick Steves' Scandinavia Tour. Unfortunately, about 60 days before the tour, one couple experienced an emergency medical issue that necessitated them canceling their tour reservations. Rick Steves' 2026 cancelation policy, which we’ve since learned changes from year to year, states "Refundable Medical or Family Emergency ("Refundable Event"): A Refundable Event must first occur less than 60 days prior to your tour's start date or while on tour. It is RSE's sole discretion to determine if your situation is a Refundable Event." The key words here are "RSE's sole discretion". Meaning Rick Steves’ staff gets to decide if you had a true medical emergency. Before agreeing to grant our friends any refund, they put them through multiple iterations and questions, many private and somewhat personal. Finally, Rick Steves agreed to give them the 100% refund they were clearly due (less their $800 advance deposit). Let's just say Rick Steves' staff didn't show much sensitivity or caring before finally granting them their refund.
My partner and my situation is far worse! "Less than 60 days prior" to our tour, my partner learned she needed an urgent medical procedure. At first, we were of the impression that we could still travel on the tour with our other remaining friends. Unfortunately, 18 days before the tour, we learned my partner's medical situation was far worse than we'd imagined and travel was out of the question - leaving our one remaining couple traveling alone. We'd were hit with a serious "Family Emergency", within 60 days prior to our tour's departure. Once our friends heard this sad news, together, we'd identified another couple to assume our place on this Rick Steves' tour. Initially, when I contacted Rick Steves, they said that might be possible for these friends to assume our tour space. A couple days later, Rick Steves' staff called and indicated our space had already been reallocated to their long-standing tour waitlist. Leaving the 1 remaining of the 3 couples to travel on this tour alone.
Despite Rick Steves' initially staff telling me our tour space was already reallocated, preventing our friend's friends going with them, again Rick Steves made it very difficult on us to receive any refund. Rick Steves' staff showed little to no sensitivity to our difficult medical situation and journey still ahead, or anyone's disappointments. Initially, Rick Steves' staff said simply a dated hospital discharge notice would suffice to secure a refund. Then No, they needed a physican's letter. I opted to visit Rick Steves' Edmond office to deliver this letter and to confirm a refund. Days later, based on their "sole discretion", Rick Steves staff decided to we'd had an emergency, but opted to refund only 50% of our tour expense (again, less our $800 deposit). In that email, despite what they'd indicated previously when we'd attempted to fill/transfer our tour space, they now made claims that they were not able to refill our space, and had incurred lost operating expenses, etc.... Knowing we'd object given the circumstances, assuming we'd simply accept it, Rick Steves' staff went to far to state "This decision is final".
Upon questioning Rick Steves' decision and rationale, after waiting, I received an email from another associate with multiple conflicting claims and points - like now saying they couldn't transfer our tour space since one or more of the hotel room on the tour was already booked by another tour company.
Hopefully this review helps others. FYI, the one remaining couple that took this tour alone, informed us they were less than impressed.
翻译：这次经历和 https://www.tripadvisor.com/ShowUserReviews-g58451-d14170481-r983860296-Rick_Steves_Europe_Travel_Center-Edmonds_Washington.html 上所描述的情况类似，都令人失望至极。Rick Steves的员工需要重新培养对客户的敏感度，并重新审视自己的服务方式。
我和我的伴侣，连同另外两对夫妇，决定报名参加Rick Steves的斯堪的纳维亚之旅。可惜的是，在行程开始前约60天……有一对夫妇遇到了紧急医疗状况，因此不得不取消他们的旅游预订。我们后来了解到，里克·斯特夫斯公司2026年的取消政策每年都会有所调整。该政策规定：“可退款的医疗或家庭紧急情况（即‘可退款情形’）：此类情况必须发生在旅行开始日前60天内或旅行途中。是否属于可退款情形，完全由该公司自行判定。”这里的关键词就是“由Rick Steves全权决定”。也就是说，是否属于真正的医疗紧急情况要由Rick Steves的工作人员来判定。在同意给我们的朋友退款之前，他们让对方回答了多次问题，其中很多都是私密且较为私人的内容。最终，Rick Steves同意全额退还他们应得的款项（扣除800美元的预付款后）。这么说吧，Rick Steves的工作人员起初表现得毫无同情心与关怀之意，直到最后才同意给他们退款。
而我的情况则要糟糕得多！在行程开始前不到60天，我的伴侣得知自己需要立即接受一项医疗手术。起初，我们以为她仍可以和其他朋友一起参加旅行。可惜的是，在行程开始前18天……我们后来得知，我伴侣的健康状况比我们预想的要糟糕得多，根本无法出行——这就导致原本一起旅行的我们这一对夫妇只能独自上路了。在旅行出发前60天内，我们遭遇了一场严重的“家庭紧急情况”。我们的朋友们得知这个不幸的消息后，我们一起另外找了一对夫妇来替代我们参加这次里克·史蒂夫斯组织的旅行团。起初，当我联系里克·史蒂夫斯时……他们说，这些朋友或许可以取代我们来参加这次旅行。几天后，里克·斯蒂夫斯的工作人员打电话来，告知我们的名额早已被重新分配给了他们长期积累的候补名单上的游客。结果就是，原本的三对情侣中只剩下一对能够独自参加这次旅行。
尽管里克·斯蒂夫斯的工作人员起初告诉我我们的名额已被分配出去，导致我们的朋友的朋友们无法同行，但后来里克·斯蒂夫斯依旧百般刁难，让我们很难拿到任何退款。Rick Steves的工作人员对我们面临的艰难医疗状况以及未来还要经历的艰难历程，或是任何人的失望情绪，都显得漠不关心，毫无同理心。起初，他们只是表示一份过期的出院证明就足以申请退款。但随后又改口说需要医生的证明信。于是我决定亲自前往Rick Steves位于埃德蒙德的办事处递交证明信并确认退款事宜。几天后，Rick Steves的工作人员以“完全由他们自行决定”为由，认定我们并未遇到紧急情况。但他们只选择退还我们50%的旅行费用（同样要扣除我们支付的800美元定金）。在那封邮件中，尽管我们之前试图转让或重新安排行程名额时他们曾做出过其他承诺，但现在他们却声称无法重新安排其他游客来填补我们的名额，还声称因此产生了运营损失等等……鉴于当前情况我们肯定会提出异议，Rick Steves的工作人员却自以为我们能乖乖接受这一结果，甚至强硬地宣称：“此决定为最终决定”。在等待一段时间后，我询问了Rick Steves做出该决定的原因及依据。随后我收到了另一位工作人员的邮件，其中包含了诸多相互矛盾的说法与论点——比如他们称无法转让我们的旅游名额，因为该旅游线路上的一个或多个酒店房间早已被其他旅行社预订了。
希望这篇评价能对其他人有所帮助。顺便提一下，最后仅剩的那对单独参加此次旅游的夫妇也告诉我们，他们对此并不满意。
我和我的伴侣，连同另外两对夫妇，决定报名参加Rick Steves的斯堪的纳维亚之旅。可惜的是，在行程开始前约60天……有一对夫妇遇到了紧急医疗状况，因此不得不取消他们的旅游预订。我们后来了解到，里克·斯特夫斯公司2026年的取消政策每年都会有所调整。该政策规定：“可退款的医疗或家庭紧急情况（即‘可退款情形’）：此类情况必须发生在旅行开始日前60天内或旅行途中。是否属于可退款情形，完全由该公司自行判定。”这里的关键词就是“由Rick Steves全权决定”。也就是说，是否属于真正的医疗紧急情况要由Rick Steves的工作人员来判定。在同意给我们的朋友退款之前，他们让对方回答了多次问题，其中很多都是私密且较为私人的内容。最终，Rick Steves同意全额退还他们应得的款项（扣除800美元的预付款后）。这么说吧，Rick Steves的工作人员起初表现得毫无同情心与关怀之意，直到最后才同意给他们退款。
而我的情况则要糟糕得多！在行程开始前不到60天，我的伴侣得知自己需要立即接受一项医疗手术。起初，我们以为她仍可以和其他朋友一起参加旅行。可惜的是，在行程开始前18天……我们后来得知，我伴侣的健康状况比我们预想的要糟糕得多，根本无法出行——这就导致原本一起旅行的我们这一对夫妇只能独自上路了。在旅行出发前60天内，我们遭遇了一场严重的“家庭紧急情况”。我们的朋友们得知这个不幸的消息后，我们一起另外找了一对夫妇来替代我们参加这次里克·史蒂夫斯组织的旅行团。起初，当我联系里克·史蒂夫斯时……他们说，这些朋友或许可以取代我们来参加这次旅行。几天后，里克·斯蒂夫斯的工作人员打电话来，告知我们的名额早已被重新分配给了他们长期积累的候补名单上的游客。结果就是，原本的三对情侣中只剩下一对能够独自参加这次旅行。
尽管里克·斯蒂夫斯的工作人员起初告诉我我们的名额已被分配出去，导致我们的朋友的朋友们无法同行，但后来里克·斯蒂夫斯依旧百般刁难，让我们很难拿到任何退款。Rick Steves的工作人员对我们面临的艰难医疗状况以及未来还要经历的艰难历程，或是任何人的失望情绪，都显得漠不关心，毫无同理心。起初，他们只是表示一份过期的出院证明就足以申请退款。但随后又改口说需要医生的证明信。于是我决定亲自前往Rick Steves位于埃德蒙德的办事处递交证明信并确认退款事宜。几天后，Rick Steves的工作人员以“完全由他们自行决定”为由，认定我们并未遇到紧急情况。但他们只选择退还我们50%的旅行费用（同样要扣除我们支付的800美元定金）。在那封邮件中，尽管我们之前试图转让或重新安排行程名额时他们曾做出过其他承诺，但现在他们却声称无法重新安排其他游客来填补我们的名额，还声称因此产生了运营损失等等……鉴于当前情况我们肯定会提出异议，Rick Steves的工作人员却自以为我们能乖乖接受这一结果，甚至强硬地宣称：“此决定为最终决定”。在等待一段时间后，我询问了Rick Steves做出该决定的原因及依据。随后我收到了另一位工作人员的邮件，其中包含了诸多相互矛盾的说法与论点——比如他们称无法转让我们的旅游名额，因为该旅游线路上的一个或多个酒店房间早已被其他旅行社预订了。
希望这篇评价能对其他人有所帮助。顺便提一下，最后仅剩的那对单独参加此次旅游的夫妇也告诉我们，他们对此并不满意。
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