Dear _D_Wood8, Thank you for being a Gray Line customer and leaving us feedback. We are sorry that you did not enjoy our coach. On our Grand Canyon tours we utilize Volvo coaches which are generally considered to be among the best available in North America and we do try to maintain them to the highest industry standard, yet it seems like we missed that goal on your tour- our apologies. Regarding lunch- when traveling across the vast distances of the American Southwest to visit remote National Parks the food options are somewhat limited and we are sorry that you did not enjoy the food at the National Geographic Visitors Center. I also want you to know that the global family of nearly 200 Gray Line sightseeing companies have great tours in more than 400 locations spread across 6 continents and everyone at Gray Line hopes to see you on another tours sometime soon. Regards, Zachary

Dear kamalischr, Thank you for being a Gray Line customer. The temporary fuel surcharge is disclosed at the time of booking and on the confirmation, we are sorry if you missed this important information. Most of our coaches do have charging ports, however on rare occasions due to necessary equipment substitutions and we are sorry that this affected your day with us. In closing, we want to thank you both your patronage and your feedback. We also want to wish you all the best in your future travel adventures. Sincerely, Zachary

Hi robbiex2022, Thank you for leaving Gray Line such a nice 4 star review. We are thrilled that you enjoyed your day with us and our driver/guides Since 1910 the Gray Line family of nearly 200 worldwide sightseeing companies have been seeking out the best guides in every destination we serve, so it's nice to know our guide did such a great job and had great suggestions. On behalf of everyone at Gray Line around the globe, I want you to know that we all hope to see you on another adventure sometime very soon. Sincerely, Zachary

Hello Steven L, Thank you for leaving Gray Line such a nice 5-star review. We are thrilled that you enjoyed your day with us and our driver/guide Terry. Since 1910 the Gray Line family of nearly 200 worldwide sightseeing companies have been seeking out the best guides in every destination we serve, so it's nice to know our guide did such a great job and had great suggestions. On behalf of everyone at Gray Line around the globe, I want you to know that we all hope to see you on another adventure sometime very soon. Regards, Zachary

Hi travelfromCANADA, Thank you for leaving Gray Line such a nice 5 star review. We are thrilled that you enjoyed your day with us and our driver/guides Fil. Since 1910 the Gray Line family of nearly 200 worldwide sightseeing companies have been seeking out the best guides in every destination we serve, so it's nice to know our guide did such a great job and had great suggestions. On behalf of everyone at Gray Line around the globe, I want you to know that we all hope to see you on another adventure sometime very soon. Sincerely, Zachary

Dear Yatesy1968, Thank you for being a Gray Line customer and we are very sorry that you experienced a mechanical issue during your Grand Canyon excursion. All of the coaches used by Gray Line are maintained to the highest industry standards, however as with all things mechanical, sometimes even well maintained vehicles have an issue. Due to the vastness of the American southwest, on the rare occasions that an issue happens, it does take some time for help to arrive. We are very sorry that this impacted your day. Sincerely, Zachary

Dear K59ARtinaf, Thank you for being a Gray Line customer and we are sorry that we missed your sightseeing expectations. Based on the feedback your provided we will be looking into why the driver/guide did not provide you with more information and a better tour. We are happy to know that you enjoyed the relief driver. On behalf of everyone at Gray Line I want to wish you all the best in your future travel experiences. Sincerely, Zachary

Dear claireclai, Thank you for being a Gray Line customer and we are sorry that we missed your sightseeing expectation. I would like to apologize for the confusion regarding your hotel pickup time. Prior to the pandemic we used to start pickups earlier, however as our check-in procedures changed due to the pandemic, we moved our first pickup times to 7:30 am, a change most of our guests have welcomed. No one at Gray Line would have told you that we pick up at 5:30 am, so we are unsure of where you would have received that information. Additionally, while it is correct that we left the lunch stop a bit later than planned, the main delay to the arrival time at the Grand Canyon rim was due to extremely heavy holiday traffic entering the Grand Canyon National Park. We do not mean that this was heavy traffic for a normal day, as it was extremely backed-up taking into consideration the holiday. Our company has been taking guests to the Grand Canyon National Park for over 40 years and the delay to enter the park was much worse than on any other Thanksgiving Weekend. Unfortunately, the National Park service does not offer an expedited entry for regular users, including sightseeing companies, so our coach was delayed by well over an hour gaining entry to the Park. We do understand that the natural light conditions upon arrival were not optimal, however other guests have told us that the views were still incredibly impressive. Many visitors to the Grand Canyon actually seek out the sunset period for the way the light shadows some parts of the Canyon and often provides amazing "Instagram" photos. While we are sorry that we missed your expectations, we are not offering refunds as we do believe we provided all the services that are outlined in our brochures and on our website regarding our South Rim Grand Canyon tours and that the delay entering the National Park was primarily due to a lack of staffing by the National Park Service, a governmental agency. In closing, we want to wish you all the best in your future travel experiences. Sincerely, Zachary

Dear N7778NKcheryll, Thank you for being a Gray Line customer and I want to extend our apologies for the unfortunate mechanical issue you experienced. All the coaches Gray Line use are maintained to the highest industry standards, yet the extreme desert weather can take a toll on even the best maintained equipment. With the vast open desert distances involved, the South Rim of the Grand Canyon is more than 570 miles round trip from Las Vegas, if a mechanical issue occurs it can take a bit of time to get a back-up coach to the scene. We are sorry that this impacted your day. Sincerely, Zachary

Hello tr0tter88, Las Vegas is the closest large city to the Grand Canyon National Park at the South Rim of the Grand Canyon, yet it still is of considerable distance from Las Vegas. Just over 570 miles round trip from Las Vegas, in fact. When you expressed displeasure at finding out about basic geography our staff kindly informed you that it would be possible for you to change your trip to our West Rim Grand Canyon tour. The West Rim, while not quite as spectacular as the South Rim, is much closer to Las Vegas. It was your decision to upgrade your trip to West Rim. Our staff did not try and upsell, you...they simple provided a suggestion to help you out. On the morning of your scheduled departure, you did call to inform us of your need to cancel due to your wife's illness...3 hours AFTER your scheduled pickup time. Immediately after that you and your wife showed up at our office. Remarkable recovery for a very sick person. As you have been informed by phone, in person, and now in writing- we are unable to refund you after the fact. This decision is final. Further, we will not be engaging in further correspondence from you on this matter. Sincerely, Zachary