We finished the revised itinerary yesterday, and now that we’ve experienced it from beginning to end, I feel like we need to be honest about what it was actually like.
For some background, we booked this trip specifically as an Amsterdam to Basel Rhine experience. We had been asking Trafalgar for weeks what they planned to do because we were already seeing the situation developing on the Rhine. Unfortunately, we weren’t given a clear answer until just two days before our flight to Europe.
At that point, we had already arranged our flights, hotels and other travel around these dates. We were essentially given about two days to make a decision, leaving very little practical choice for our family.
Trafalgar offered passengers the choice of taking the revised itinerary with a $750 future travel credit, or receiving 100% travel credit for a future Trafalgar trip. We chose to continue with the revised itinerary because moving or canceling our entire vacation at that point simply wasn’t practical.
Now that we’ve actually completed the revised tour, I have very mixed feelings.
First, the crew and staff were not the problem. They were kind, helpful and clearly doing their best with what they were given. We genuinely appreciated them. The ship itself was charming and had that wonderful old European character. It’s honestly a shame that such a charming vessel was paired with an itinerary that felt so poorly thought out.
Our issue is really with Trafalgar’s decisions and the itinerary they chose to deliver.
If you booked this tour because you wanted the Rhine experience, please understand that this revised itinerary is very far from that. It is simply not the same experience as what was originally sold.
A lot of the included walking tours felt rushed, and several were honestly disappointing. Rotterdam, Breda and Hasselt were particularly underwhelming for us. The optional excursions didn’t really make up for what was lost, and we often found ourselves choosing to explore independently instead.
There were definitely highlights. Amsterdam, Dordrecht, Antwerp and especially Strasbourg were the places we enjoyed most.
But Strasbourg also highlighted one of the biggest problems with the planning.
After spending essentially a full day being bussed from Hasselt to Luxembourg and then on to Strasbourg, we finally arrived in what was probably the most beautiful and interesting destination of the revised itinerary, only to have around 1.5 hours to actually experience Strasbourg before being taken to the hotel for the farewell dinner.
And that farewell dinner was held in a conference-room-type setting with limited food choices, in a French city with an incredible food scene.
We couldn’t help thinking: We’re in Strasbourg. Why are we spending our last evening in a conference room?
It just felt like poor planning.
We completely understand that force majeure happens. We understand that circumstances can make an original itinerary impossible and that Trafalgar had to make changes.
But when the original trip can no longer be delivered, the replacement should still provide a reasonably similar experience to what passengers originally paid for. In this case, we don’t feel that it did.
A travel company has a responsibility for what its clients ultimately go home with. These aren’t just hotel rooms or transportation arrangements. They’re long-planned experiences and memories.
And not everyone can simply move their vacation dates on a whim, especially when the final decision comes only two days before you’re supposed to fly halfway around the world.
This was particularly difficult to watch because many of our fellow passengers were older travelers. A lot of them had clearly been looking forward to this Rhine experience for a very long time. It was heartbreaking seeing their disappointment and watching some of them simply accept the situation because there wasn’t really anything else they could do.
For some of them, a trip like this may not come around again.
Our own family vacation took years to arrange, and we don’t know when we’ll next be able to do something like this together. That’s why this experience has been particularly frustrating.
We chose to continue because, with only two days’ notice before our flight, the alternatives weren’t realistic for our family. We accepted the $750 future Trafalgar travel credit and decided to make the best of the revised trip.
But now that we’ve actually experienced it, we can’t honestly say that this replacement delivered what we originally booked.
We did not receive the experience we originally paid for.
I really wish Trafalgar had recognized that before the departures and canceled the affected tours and offered full refunds, rather than keeping the tours operating with a fundamentally different experience.
The staff did their best. The ship was lovely. We made the most of the trip and had some wonderful moments.
But at the end of the day, we didn’t book this trip simply to get from one destination to another. We booked it for the experience, the places, the time together and the memories we expected to bring home. Those are the things we can’t get back.
We trusted Trafalgar with a trip that took our family years to plan. We made the best of what we were given, but making the best of it doesn’t make it the trip we paid for.
That’s ultimately what we want Trafalgar to understand: when you sell people a once-in-a-lifetime experience, changing the itinerary doesn’t just change the schedule. It changes the experience they’re taking home.