点评:While travelling with Trafalgar on The Best of Italy Tour my wife fell on the marble floor of at The Grand Hotel in Sorrento on day 3 of our trip
She fell hard and was in shock at the breakfast table, shaking and cold. After the initial concern the Travel Director and hotel staff left us to our own devices. We were left to attempt to contact insurance in a hotel with phones that were not working and staff who apparently did not understand how to connect the phones so we could call out.
On the advice of fellow travelers, we sought out medical assistance when we arrived in Assisi as the initial shock of the accident turned into significant pain the following day. It was as if the staff of Trafalgar had never dealt with an accident or injury before, and our Travel Director had 3 decades of experience! We requested assistance with the language barrier and were patronizingly assured that “someone would speak English”. The only one who did was the doctor who saw my wife and her English was faulty. We were left to Google Translate to try to communicate.
Going into the hospital my wife and I agreed that if her leg was fractured or broken, we would return home. X-rays revealed that she had sustained 3 fractured ribs and (the doctor stated) a badly bruised tibia. Upon returning home 2 weeks later, follow up x-rays found a fractured tibia. Unaware of the severity of the injury to her leg and assured by the doctor that the swelling would go down in 2-3 days. We decided that we should go on as another trip to Italy was not in our plans.
Our Travel Director was often dismissive, seemed truly put out when we asked for accommodations such as wheelchairs and seating at the front of the bus. Fellow travelers offered more assistance and support than our Travel Director.
Upon returning home we contacted Trafalgar as the two travel agents we worked with were both aghast with the poor level of care offered and recommended that we seek some form of compensation.
Trafalgar has consistently side-stepped accepting responsibility for the inadequate support of its team in Italy and hidden behind its terms and conditions. We did not blame the company for the fall, rather expressed our extreme displeasure with the level of compassion and care that Trafalgar staff provided after the fall. We sought reimbursement as the trip was mired with issues that could have been easily and proactively managed if protocols and compassion were employed.
Our travel agents will never engage Trafalgar again and we will not travel with this corporation.
翻译:在旅行的第三天,与特拉法加一起参加意大利最佳之旅时,我的妻子摔倒在索伦托大酒店的大理石地板上
她重重地摔倒在早餐桌上,浑身发抖,浑身冰冷。在最初的担忧之后,旅行总监和酒店工作人员让我们自行其事。我们只能尝试联系一家酒店的保险公司,电话无法使用,而且工作人员显然不明白如何连接电话,以便我们可以拨打电话。
根据其他旅客的建议,我们在抵达阿西西后寻求医疗救助,因为事故最初的震惊在第二天变成了剧烈的疼痛。就好像特拉法加的工作人员以前从未处理过事故或受伤一样,而我们的旅行总监有30年的经验!我们请求帮助解决语言障碍,并得到了居高临下的保证“有人会说英语”。唯一这样做的是给我妻子看病的医生,她的英语很糟糕。我们只能通过谷歌翻译来尝试沟通。
走进医院时,我和妻子同意,如果她的腿骨折或折断,我们就回家。 X 光检查显示,她的 3 根肋骨骨折,(医生称)胫骨严重擦伤。两周后回家后,后续X光检查发现胫骨骨折。她不知道腿部受伤的严重程度,但医生保证肿胀会在 2-3 天内消退。我们决定继续下去,因为另一次去意大利的旅行不在我们的计划中。
当我们要求提供轮椅和巴士前排座位等住宿设施时,我们的旅行总监经常表现得不屑一顾,似乎真的很生气。与我们的旅行总监相比,其他旅行者提供了更多的帮助和支持。
回到家后,我们联系了特拉法加,因为与我们合作的两家旅行社都对所提供的低水平护理感到震惊,并建议我们寻求某种形式的补偿。
特拉法加一直回避承担其意大利团队支持不足的责任,并隐藏在其条款和条件背后。我们并没有将坠落归咎于该公司,而是对特拉法加员工在坠落后所提供的同情和关怀表示极度不满。我们寻求报销,因为这次旅行遇到了一些问题,如果采用协议和同情心,这些问题本来可以轻松、主动地解决。
我们的旅行社将永远不会再与特拉法加合作,我们也不会与这家公司一起旅行。