We had booked tickets for February 18, the final day of our trip. After realizing that the battlefield visitor center was closed Monday the 17th because of the Presidents Day federal holiday, we were confident in our choice. (The website for purchasing tickets does not mentioned federal holidays or that the tour experience may be different on these days!)
When we arrived for our AM cruise, the staff member overseeing boarding did not know if we could use the digital tickets that had been texted to me at time of purchase. While we worked on figuring out if we had to go to the ticket booth to print tickets or if we could board with digital tickets, the announcement was made that the cruise was canceled for “mechanical” reasons.
I immediately got in the (long) ticket line and asked the agent if the afternoon cruise was going out. She assured me that it “definitely” was going out and exchanged our tickets and rearranged our day to this. While she was exchanging, she didn’t even have records if we had purchased a meal or not.
When we returned to the dock 4 hours later for the afternoon cruise, rumors were spreading that this cruise was canceled as well— but no one seemed to know since there were no staff circulating in the area with updates. The line was very long — having people to help communicate to people at the back of the line or who were confused would have been nice. It should not be the responsibility of other guests to communicate with fellow passengers about what they think is happening— this is how rumors start. Since the mechanical issue was known about for several hours at that point, it feels inexplicable and inexcusable that only two ticket agents were on duty to help the dozens and dozens of people in line. Why wasn’t management on site? How come more ticket agents weren’t brought in to help? This company had my cellphone number and email address— how come they did not communicate in the hours leading up to the afternoon cruise about the cancellation? A supervisor or manager was not on site to process returns - the staff refunding tickets did not know when refunds would be processed. (Thankfully my refund was processed the same day, not the 5-6 days suggested by staff.) it seemed like people with groupons were getting conflicting refund information from the two ticket agents based on what I could overhear. Honestly, the whole thing could have gone better with more honest and upfront communication and a tour company that seemed even a little bit sorry about the circumstances. Overwhelmed ticket agents without good information shouldn’t be the frontline in a situation like this. Mechanical issues are often unavoidable, but a tour company that neglects to offer true hospitality in the face of a these circumstances comes off looking cheap and uncaring.