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Concerns After Trying to Book a Victoria Trip with FRS Clipper
帆船游艇度假之旅的点评
点评：I am posting this so travelers can make their own informed decisions before booking with FRS Clipper.
Please read the email exchange below.
TripAdvisor required me to select a trip date from the dates available on its form. The original San Juan Islands trip took place before the dates TripAdvisor allowed me to choose. The email exchange below shows my June 17, 2026 message, FRS Clipper’s July 3, 2026 response, and my same-day reply.
Email 1: My message to FRS Clipper
Sent June 17, 2026
To Whom It May Concern,
This message was also sent to reservations@victoriaclipper.com before I realized your website included a customer contact page, and I am submitting it here as well to ensure it reaches the appropriate department.
I am considering booking a Victoria day trip with your company.
Several concerns need to be addressed before I make that decision.
A San Juan Islands trip was booked through your company. The whale-watching excursion required an additional fee and included a refund guarantee if no whales were seen.
No whales were seen.
Numerous phone calls and written communications followed. A refund or credit of approximately $125 was eventually promised. That refund or credit was never received.
Today, June 17, 2026, shortly after 2:00 p.m., a call was made to obtain information about a possible Victoria trip.
A total price was provided based on the regular rate. The advertised 25% weekday discount was not mentioned until I brought it up. The representative then had to place the call on hold to determine how the discount applied.
Information was also requested regarding different tour options, including the bicycle tour and bus tour. Additional holds were required while the representative sought information. The initial pricing was presented as a total amount rather than a clear breakdown of the individual tour costs.
Questions were also asked regarding seating accommodations. The seating chart on your website appears to show designated seating areas. Advance information regarding seating is important because my leg only moves 17 degrees.
Concerns about seating are based on prior experience during the San Juan trip. Passengers came very close to tripping over my leg. If someone were to trip and fall onto my leg, it could cause a serious injury. For that reason, the response given during today's call was concerning. That answer is inadequate. Appropriate seating arrangements should be identified before a reservation is made, not after arrival at the terminal.
The unresolved $125 refund issue remains a concern.
Today's call raised additional concerns regarding pricing, customer service, and seating accommodations.
Those issues make it difficult to move forward with another reservation.
A response is expected no later than 3:00 p.m. on Friday, June 19, 2026.
[Name removed]
Email 2: FRS Clipper response
Received July 3, 2026
Hello [Name removed],
Thank you for reaching out to us and apologies for the delay in response.
Here is a list of answer to the questions presented in your previous email:
Question: A San Juan Islands trip was booked through your company. The whale-watching excursion required an additional fee and included a refund guarantee if no whales were seen. No whales were seen. Numerous phone calls and written communications followed. A refund or credit of approximately $125 was eventually promised. That refund or credit was never received.
Answer: Our whale watching excursions offer a guaranteed whale sighting. If whales are not seen, you are given a voucher to come back for another tour. This is something that has not changed between the San Juan excursions and our current Whale Watching excursions.
Alternatively, we do offer the ability to cancel for a full refund two days prior to departure when buying a "STANDARD" ticket instead of an "ADVANCED" discounted ticket on the Victoria Clipper V, not our whale watching vessel.
Do you have a booking number for your previous excursion?
Statement: A total price was provided based on the regular rate. The advertised 25% weekday discount was not mentioned until I brought it up. The representative then had to place the call on hold to determine how the discount applied.
Answer: Our agents may choose to place you on hold while adding a discount onto a reservation as it requires them to rebuild the reservation to provide you with an accurate price.
Statement: Information was also requested regarding different tour options, including the bicycle tour and bus tour. Additional holds were required while the representative sought information. The initial pricing was presented as a total amount rather than a clear breakdown of the individual tour costs.
Answer: We offer package reservations, so the total is presented including the taxes and fees. We can provide you with the prices over the phone of each individual item if needed. Please note that we do not have the ability to provide an itemized receipt and your confirmation letter will not present items broken down but will instead show the overall total.
Statement: Questions were also asked regarding seating accommodations. The seating chart on your website appears to show designated seating areas. Advance information regarding seating is important because my leg only moves 17 degrees. Concerns about seating are based on prior experience during the San Juan trip. Passengers came very close to tripping over my leg. If someone were to trip and fall onto my leg, it could cause a serious injury. For that reason, the response given during today's call was concerning. That answer is inadequate. Appropriate seating arrangements should be identified before a reservation is made, not after arrival at the terminal.
Answer: We completely understand the need to plan ahead and agree that seating arrangements should be made prior to arrival at the terminal. To provide you with more information for our seating, can you please let us know exactly what you would need to feel comfortable on your voyage? (Personal or wheelchair assist to the boat, specific seating arrangements, seating class options?) We certainly do not want you to feel like you are going to have to keep your leg in the aisle so we can work to accommodate you to the best of our ability.
We look forward to hearing from you,
Clipper Reservations Team
Clipper Vacations USA, Inc.
2701 Alaskan Way, Pier 69 | Seattle, WA 98121-1199
Reservations: 800.888.2535
ClipperVacations.com
FRS Clipper
Email 3: My same-day response to FRS Clipper
Sent July 3, 2026
Hello,
I am responding to your email I received today, dated July 3, 2026, regarding the concerns I raised in my June 17, 2026 message. I am responding the same day I received it. My June 17 message did not receive a response until today. Several points need to be addressed directly.
When I called on June 17, I was not asking the representative about the previous San Juan Islands refund or credit issue. I called to ask about a possible Victoria day trip and the advertised 25 percent weekday discount.
The prior San Juan Islands issue was included in my June 17 message as background. It remains unresolved. It affected my willingness to consider booking another trip with your company. It should not be reframed as something I asked the representative to resolve during that call.
The statement in your response about canceling a STANDARD ticket two days before departure does not address the issue I raised. I did not cancel the San Juan Islands trip. I went on the trip. I paid an additional separate fee of approximately $125 for the whale watching excursion. No whales were seen during that excursion.
The issue is not cancellation. The issue is that your company did not follow through after I was told a refund or credit would be provided.
After that trip, I contacted your company multiple times by phone and in writing. This was not a single call or a casual inquiry. I made repeated efforts to resolve the issue. I was eventually told a refund or credit would be provided. That refund or credit was never received.
A general explanation of your current voucher policy does not answer what happened in my case.
I provided your company with the information at the time. Your company may no longer have that information. That does not answer what happened or erase the fact that the issue was raised repeatedly.
I no longer have the old booking number or receipt. The apartment building I lived in at that time later had a significant fire on my floor. My current apartment has flooded four times. Those records are no longer available to me.
I may have used a different email address at that time. Searching only under my current email may not locate the prior reservation.
Your response stated that seating arrangements should be made prior to arrival at the terminal. That is not what I was told during the June 17 call.
During that call, I specifically asked your representative about arranging appropriate seating before the trip. The representative told me I would have to wait until I arrived at the terminal. That answer was unacceptable and directly contradicts what your written response now says.
On the prior San Juan Islands trip, I was placed in a seat where I could not bend my leg enough to sit comfortably. I had a difficult time riding back. That prior experience is why I asked your representative about seating in advance. I was trying to avoid the same discomfort from happening again.
Your response to the pricing concern explained why an agent may place a caller on hold. It did not address why the advertised 25 percent weekday discount was not mentioned until I brought it up.
Please state directly whether FRS Clipper will honor the refund or credit I was told would be provided. A general explanation of current policy does not address what happened after the San Juan Islands trip, when I repeatedly contacted your company and was told a refund or credit would be issued.
[Name removed]
Please read the email exchange below.
TripAdvisor required me to select a trip date from the dates available on its form. The original San Juan Islands trip took place before the dates TripAdvisor allowed me to choose. The email exchange below shows my June 17, 2026 message, FRS Clipper’s July 3, 2026 response, and my same-day reply.
Email 1: My message to FRS Clipper
Sent June 17, 2026
To Whom It May Concern,
This message was also sent to reservations@victoriaclipper.com before I realized your website included a customer contact page, and I am submitting it here as well to ensure it reaches the appropriate department.
I am considering booking a Victoria day trip with your company.
Several concerns need to be addressed before I make that decision.
A San Juan Islands trip was booked through your company. The whale-watching excursion required an additional fee and included a refund guarantee if no whales were seen.
No whales were seen.
Numerous phone calls and written communications followed. A refund or credit of approximately $125 was eventually promised. That refund or credit was never received.
Today, June 17, 2026, shortly after 2:00 p.m., a call was made to obtain information about a possible Victoria trip.
A total price was provided based on the regular rate. The advertised 25% weekday discount was not mentioned until I brought it up. The representative then had to place the call on hold to determine how the discount applied.
Information was also requested regarding different tour options, including the bicycle tour and bus tour. Additional holds were required while the representative sought information. The initial pricing was presented as a total amount rather than a clear breakdown of the individual tour costs.
Questions were also asked regarding seating accommodations. The seating chart on your website appears to show designated seating areas. Advance information regarding seating is important because my leg only moves 17 degrees.
Concerns about seating are based on prior experience during the San Juan trip. Passengers came very close to tripping over my leg. If someone were to trip and fall onto my leg, it could cause a serious injury. For that reason, the response given during today's call was concerning. That answer is inadequate. Appropriate seating arrangements should be identified before a reservation is made, not after arrival at the terminal.
The unresolved $125 refund issue remains a concern.
Today's call raised additional concerns regarding pricing, customer service, and seating accommodations.
Those issues make it difficult to move forward with another reservation.
A response is expected no later than 3:00 p.m. on Friday, June 19, 2026.
[Name removed]
Email 2: FRS Clipper response
Received July 3, 2026
Hello [Name removed],
Thank you for reaching out to us and apologies for the delay in response.
Here is a list of answer to the questions presented in your previous email:
Question: A San Juan Islands trip was booked through your company. The whale-watching excursion required an additional fee and included a refund guarantee if no whales were seen. No whales were seen. Numerous phone calls and written communications followed. A refund or credit of approximately $125 was eventually promised. That refund or credit was never received.
Answer: Our whale watching excursions offer a guaranteed whale sighting. If whales are not seen, you are given a voucher to come back for another tour. This is something that has not changed between the San Juan excursions and our current Whale Watching excursions.
Alternatively, we do offer the ability to cancel for a full refund two days prior to departure when buying a "STANDARD" ticket instead of an "ADVANCED" discounted ticket on the Victoria Clipper V, not our whale watching vessel.
Do you have a booking number for your previous excursion?
Statement: A total price was provided based on the regular rate. The advertised 25% weekday discount was not mentioned until I brought it up. The representative then had to place the call on hold to determine how the discount applied.
Answer: Our agents may choose to place you on hold while adding a discount onto a reservation as it requires them to rebuild the reservation to provide you with an accurate price.
Statement: Information was also requested regarding different tour options, including the bicycle tour and bus tour. Additional holds were required while the representative sought information. The initial pricing was presented as a total amount rather than a clear breakdown of the individual tour costs.
Answer: We offer package reservations, so the total is presented including the taxes and fees. We can provide you with the prices over the phone of each individual item if needed. Please note that we do not have the ability to provide an itemized receipt and your confirmation letter will not present items broken down but will instead show the overall total.
Statement: Questions were also asked regarding seating accommodations. The seating chart on your website appears to show designated seating areas. Advance information regarding seating is important because my leg only moves 17 degrees. Concerns about seating are based on prior experience during the San Juan trip. Passengers came very close to tripping over my leg. If someone were to trip and fall onto my leg, it could cause a serious injury. For that reason, the response given during today's call was concerning. That answer is inadequate. Appropriate seating arrangements should be identified before a reservation is made, not after arrival at the terminal.
Answer: We completely understand the need to plan ahead and agree that seating arrangements should be made prior to arrival at the terminal. To provide you with more information for our seating, can you please let us know exactly what you would need to feel comfortable on your voyage? (Personal or wheelchair assist to the boat, specific seating arrangements, seating class options?) We certainly do not want you to feel like you are going to have to keep your leg in the aisle so we can work to accommodate you to the best of our ability.
We look forward to hearing from you,
Clipper Reservations Team
Clipper Vacations USA, Inc.
2701 Alaskan Way, Pier 69 | Seattle, WA 98121-1199
Reservations: 800.888.2535
ClipperVacations.com
FRS Clipper
Email 3: My same-day response to FRS Clipper
Sent July 3, 2026
Hello,
I am responding to your email I received today, dated July 3, 2026, regarding the concerns I raised in my June 17, 2026 message. I am responding the same day I received it. My June 17 message did not receive a response until today. Several points need to be addressed directly.
When I called on June 17, I was not asking the representative about the previous San Juan Islands refund or credit issue. I called to ask about a possible Victoria day trip and the advertised 25 percent weekday discount.
The prior San Juan Islands issue was included in my June 17 message as background. It remains unresolved. It affected my willingness to consider booking another trip with your company. It should not be reframed as something I asked the representative to resolve during that call.
The statement in your response about canceling a STANDARD ticket two days before departure does not address the issue I raised. I did not cancel the San Juan Islands trip. I went on the trip. I paid an additional separate fee of approximately $125 for the whale watching excursion. No whales were seen during that excursion.
The issue is not cancellation. The issue is that your company did not follow through after I was told a refund or credit would be provided.
After that trip, I contacted your company multiple times by phone and in writing. This was not a single call or a casual inquiry. I made repeated efforts to resolve the issue. I was eventually told a refund or credit would be provided. That refund or credit was never received.
A general explanation of your current voucher policy does not answer what happened in my case.
I provided your company with the information at the time. Your company may no longer have that information. That does not answer what happened or erase the fact that the issue was raised repeatedly.
I no longer have the old booking number or receipt. The apartment building I lived in at that time later had a significant fire on my floor. My current apartment has flooded four times. Those records are no longer available to me.
I may have used a different email address at that time. Searching only under my current email may not locate the prior reservation.
Your response stated that seating arrangements should be made prior to arrival at the terminal. That is not what I was told during the June 17 call.
During that call, I specifically asked your representative about arranging appropriate seating before the trip. The representative told me I would have to wait until I arrived at the terminal. That answer was unacceptable and directly contradicts what your written response now says.
On the prior San Juan Islands trip, I was placed in a seat where I could not bend my leg enough to sit comfortably. I had a difficult time riding back. That prior experience is why I asked your representative about seating in advance. I was trying to avoid the same discomfort from happening again.
Your response to the pricing concern explained why an agent may place a caller on hold. It did not address why the advertised 25 percent weekday discount was not mentioned until I brought it up.
Please state directly whether FRS Clipper will honor the refund or credit I was told would be provided. A general explanation of current policy does not address what happened after the San Juan Islands trip, when I repeatedly contacted your company and was told a refund or credit would be issued.
[Name removed]
翻译：我发布此信息是为了让旅客在通过 FRS Clipper 预订行程前能够做出明智的决定。
请阅读以下邮件往来记录。
TripAdvisor 要求我从其表格中提供的日期中选择行程日期。我原定的圣胡安群岛之旅的日期早于 TripAdvisor 允许我选择的日期。以下邮件往来记录包括我于 2026 年 6 月 17 日发送的邮件、FRS Clipper 于 2026 年 7 月 3 日的回复以及我当天的回复。
邮件 1：我发给 FRS Clipper 的邮件
发送于 2026 年 6 月 17 日
致相关负责人：
在我发现贵公司网站包含客户联系页面之前，我也曾将此邮件发送至 reservations@victoriaclipper.com。为了确保邮件能够送达相关部门，我在此再次提交。
我正在考虑通过贵公司预订维多利亚一日游。
在做出决定之前，我需要了解一些问题。
我之前通过贵公司预订了圣胡安群岛之旅。观鲸之旅需要额外付费，并承诺如果没看到鲸鱼则退款。
结果没看到鲸鱼。
之后我多次致电和书面沟通。最终对方承诺退款或提供约 125 美元的代金券。但我从未收到退款或代金券。
今天，2026 年 6 月 17 日下午 2 点刚过，我致电咨询维多利亚之旅的相关信息。
对方给出的总价是基于常规价格。直到我主动提及，对方才提到广告宣传的 25% 工作日折扣。之后，对方不得不暂停通话，以便确认折扣的具体应用方式。
我还询问了其他旅游项目，包括自行车之旅和巴士之旅。对方再次暂停通话，以便查找相关信息。最初的报价是总价，而不是各项旅游项目费用的明细。
我还询问了座位安排。贵公司网站上的座位图似乎显示了指定的座位区域。提前了解座位信息至关重要，因为我的腿只能活动17度。
我对座位问题的担忧源于之前在圣胡安航程中的经历。当时有乘客差点被我的腿绊倒。如果有人绊倒并摔到我的腿上，可能会造成严重伤害。因此，今天电话中得到的答复令人担忧。这个答复并不充分。合适的座位安排应该在预订之前确定，而不是在抵达航站楼之后。
125美元的退款问题仍未解决，这令人担忧。
今天的电话还提出了关于价格、客户服务和座位安排的其他问题。
这些问题使得我难以继续预订。
预计最迟下午3点会收到回复。 2026年6月19日，星期五。
[姓名已移除]
邮件2：FRS Clipper 回复
收到日期：2026年7月3日
您好，[姓名已移除]，
感谢您与我们联系，并对回复延迟深表歉意。
以下是您之前邮件中问题的解答：
问题：我通过贵公司预订了圣胡安群岛之旅。观鲸行程需要额外付费，并承诺如果未看到鲸鱼将全额退款。但最终并未看到鲸鱼。之后我多次致电和书面沟通。贵公司最终承诺退款或提供约125美元的代金券。但我从未收到退款或代金券。
答复：我们的观鲸行程保证您一定能看到鲸鱼。如果未看到鲸鱼，我们将为您提供一张代金券，以便您下次参加行程。这项政策在圣胡安群岛之旅和我们目前的观鲸行程中均未改变。
此外，如果您购买的是维多利亚快船V号（Victoria Clipper V，而非我们的观鲸船）的“标准”船票而非“预售”折扣票，我们提供出发前两天取消并获得全额退款的服务。
您有上次行程的预订编号吗？
陈述：总价是基于常规价格计算的。广告宣传的25%平日折扣直到我主动提及才被提及。客服代表随后不得不暂停通话，以便确认折扣的具体应用方式。
答：我们的客服人员在为预订添加折扣时可能会暂停通话，因为这需要他们重新创建预订信息，以便为您提供准确的价格。
陈述：我还询问了其他旅游项目的信息，包括自行车之旅和巴士之旅。客服代表在查找信息期间再次暂停了通话。最初的报价是总价，而不是各项旅游项目费用的明细。
答：我们提供套餐预订，因此总价已包含税费。如有需要，我们可以通过电话提供每件商品的具体价格。请注意，我们无法提供详细的收据，您的确认函也不会列出各项费用明细，只会显示总金额。
声明：我们还询问了座位安排方面的问题。您网站上的座位图似乎显示了指定的座位区域。提前了解座位信息非常重要，因为我的腿只能活动17度。我对座位的担忧源于之前在圣胡安航程中的经历。当时有乘客差点被我的腿绊倒。如果有人绊倒并摔到我的腿上，可能会造成严重伤害。因此，今天电话中得到的答复令人担忧。这个答复并不充分。合适的座位安排应该在预订之前确定，而不是在抵达码头之后。
答复：我们完全理解提前计划的必要性，并同意应该在抵达码头之前安排座位。为了向您提供更多座位信息，请问您需要什么样的座位才能在旅途中感到舒适？ （是否需要个人或轮椅协助登船？是否有特定的座位安排？是否有座位等级选择？）我们当然不希望您感觉需要把腿放在过道里，因此我们将尽最大努力为您提供便利。
期待您的回复。
Clipper 预订团队
Clipper Vacations USA, Inc.
2701 Alaskan Way, Pier 69 | Seattle, WA 98121-1199
预订电话：800.888.2535
ClipperVacations.com
FRS Clipper
邮件 3：我当天回复 FRS Clipper
发送于 2026 年 7 月 3 日
您好，
我回复您今天（2026 年 7 月 3 日）收到的邮件，该邮件涉及我在 2026 年 6 月 17 日邮件中提出的问题。我当天就回复了。我6月17日的留言直到今天才收到回复。有几点需要直接说明。
6月17日我打电话时，并非询问之前圣胡安群岛的退款或抵用券问题。我打电话是想咨询维多利亚一日游以及广告宣传的平日25%折扣。
之前圣胡安群岛的问题已作为背景信息包含在我6月17日的留言中。该问题至今仍未解决。它影响了我再次预订贵公司行程的意愿。请勿将此问题重新解释为我当时要求客服代表解决的问题。
您回复中关于出发前两天取消标准机票的说法与我提出的问题无关。我并未取消圣胡安群岛之旅。我参加了这次旅行。我还额外支付了约125美元的观鲸费用。观鲸之旅期间并未看到鲸鱼。
问题不在于取消行程。问题在于贵公司在承诺退款或抵用券后并未履行承诺。
那次旅行之后，我多次通过电话和书面方式联系贵公司。这并非一次简单的通话或随意询问，而是我反复尝试解决问题。最终，贵公司承诺会提供退款或代金券，但我从未收到退款或代金券。
贵公司目前代金券政策的一般性解释无法解释我遇到的情况。
我当时已向贵公司提供了相关信息。贵公司可能已不再持有这些信息。但这并不能解释事情的真相，也无法抹杀我曾多次提出该问题的事实。
我已丢失之前的预订编号和收据。我当时居住的公寓楼后来发生过严重的火灾，我所在的楼层也曾发生过火灾。我现在的公寓也曾四次被水淹。这些记录我都无法查阅。
我当时可能使用了不同的邮箱地址。仅使用我现在的邮箱地址搜索可能无法找到之前的预订记录。
贵公司的回复中提到，座位安排应在抵达航站楼之前完成。这与我在6月17日的通话中被告知的内容不符。
在那次通话中，我特意询问了贵公司代表能否在行程开始前安排合适的座位。代表告诉我必须等到抵达航站楼后才能安排。这个答复令人无法接受，而且与贵公司现在的书面回复完全矛盾。
在上一次前往圣胡安群岛的旅程中，我被安排在一个腿部无法充分弯曲的座位上，导致我坐得很不舒服。回程时，我非常难受。正是因为之前的经历，我才提前询问贵公司代表关于座位安排的问题。我希望避免再次经历同样的痛苦。
贵公司对价格问题的回复解释了为什么客服人员可能会让来电者等待。但回复中并没有说明为什么广告宣传的25%工作日折扣直到我主动提及才被提及。
请明确说明FRS Clipper是否会兑现之前承诺的退款或代金券。对现有政策的笼统解释无法涵盖圣胡安群岛之旅之后发生的情况。我多次联系贵公司，每次都被告知会退款或提供代金券。
[姓名已移除]
请阅读以下邮件往来记录。
TripAdvisor 要求我从其表格中提供的日期中选择行程日期。我原定的圣胡安群岛之旅的日期早于 TripAdvisor 允许我选择的日期。以下邮件往来记录包括我于 2026 年 6 月 17 日发送的邮件、FRS Clipper 于 2026 年 7 月 3 日的回复以及我当天的回复。
邮件 1：我发给 FRS Clipper 的邮件
发送于 2026 年 6 月 17 日
致相关负责人：
在我发现贵公司网站包含客户联系页面之前，我也曾将此邮件发送至 reservations@victoriaclipper.com。为了确保邮件能够送达相关部门，我在此再次提交。
我正在考虑通过贵公司预订维多利亚一日游。
在做出决定之前，我需要了解一些问题。
我之前通过贵公司预订了圣胡安群岛之旅。观鲸之旅需要额外付费，并承诺如果没看到鲸鱼则退款。
结果没看到鲸鱼。
之后我多次致电和书面沟通。最终对方承诺退款或提供约 125 美元的代金券。但我从未收到退款或代金券。
今天，2026 年 6 月 17 日下午 2 点刚过，我致电咨询维多利亚之旅的相关信息。
对方给出的总价是基于常规价格。直到我主动提及，对方才提到广告宣传的 25% 工作日折扣。之后，对方不得不暂停通话，以便确认折扣的具体应用方式。
我还询问了其他旅游项目，包括自行车之旅和巴士之旅。对方再次暂停通话，以便查找相关信息。最初的报价是总价，而不是各项旅游项目费用的明细。
我还询问了座位安排。贵公司网站上的座位图似乎显示了指定的座位区域。提前了解座位信息至关重要，因为我的腿只能活动17度。
我对座位问题的担忧源于之前在圣胡安航程中的经历。当时有乘客差点被我的腿绊倒。如果有人绊倒并摔到我的腿上，可能会造成严重伤害。因此，今天电话中得到的答复令人担忧。这个答复并不充分。合适的座位安排应该在预订之前确定，而不是在抵达航站楼之后。
125美元的退款问题仍未解决，这令人担忧。
今天的电话还提出了关于价格、客户服务和座位安排的其他问题。
这些问题使得我难以继续预订。
预计最迟下午3点会收到回复。 2026年6月19日，星期五。
[姓名已移除]
邮件2：FRS Clipper 回复
收到日期：2026年7月3日
您好，[姓名已移除]，
感谢您与我们联系，并对回复延迟深表歉意。
以下是您之前邮件中问题的解答：
问题：我通过贵公司预订了圣胡安群岛之旅。观鲸行程需要额外付费，并承诺如果未看到鲸鱼将全额退款。但最终并未看到鲸鱼。之后我多次致电和书面沟通。贵公司最终承诺退款或提供约125美元的代金券。但我从未收到退款或代金券。
答复：我们的观鲸行程保证您一定能看到鲸鱼。如果未看到鲸鱼，我们将为您提供一张代金券，以便您下次参加行程。这项政策在圣胡安群岛之旅和我们目前的观鲸行程中均未改变。
此外，如果您购买的是维多利亚快船V号（Victoria Clipper V，而非我们的观鲸船）的“标准”船票而非“预售”折扣票，我们提供出发前两天取消并获得全额退款的服务。
您有上次行程的预订编号吗？
陈述：总价是基于常规价格计算的。广告宣传的25%平日折扣直到我主动提及才被提及。客服代表随后不得不暂停通话，以便确认折扣的具体应用方式。
答：我们的客服人员在为预订添加折扣时可能会暂停通话，因为这需要他们重新创建预订信息，以便为您提供准确的价格。
陈述：我还询问了其他旅游项目的信息，包括自行车之旅和巴士之旅。客服代表在查找信息期间再次暂停了通话。最初的报价是总价，而不是各项旅游项目费用的明细。
答：我们提供套餐预订，因此总价已包含税费。如有需要，我们可以通过电话提供每件商品的具体价格。请注意，我们无法提供详细的收据，您的确认函也不会列出各项费用明细，只会显示总金额。
声明：我们还询问了座位安排方面的问题。您网站上的座位图似乎显示了指定的座位区域。提前了解座位信息非常重要，因为我的腿只能活动17度。我对座位的担忧源于之前在圣胡安航程中的经历。当时有乘客差点被我的腿绊倒。如果有人绊倒并摔到我的腿上，可能会造成严重伤害。因此，今天电话中得到的答复令人担忧。这个答复并不充分。合适的座位安排应该在预订之前确定，而不是在抵达码头之后。
答复：我们完全理解提前计划的必要性，并同意应该在抵达码头之前安排座位。为了向您提供更多座位信息，请问您需要什么样的座位才能在旅途中感到舒适？ （是否需要个人或轮椅协助登船？是否有特定的座位安排？是否有座位等级选择？）我们当然不希望您感觉需要把腿放在过道里，因此我们将尽最大努力为您提供便利。
期待您的回复。
Clipper 预订团队
Clipper Vacations USA, Inc.
2701 Alaskan Way, Pier 69 | Seattle, WA 98121-1199
预订电话：800.888.2535
ClipperVacations.com
FRS Clipper
邮件 3：我当天回复 FRS Clipper
发送于 2026 年 7 月 3 日
您好，
我回复您今天（2026 年 7 月 3 日）收到的邮件，该邮件涉及我在 2026 年 6 月 17 日邮件中提出的问题。我当天就回复了。我6月17日的留言直到今天才收到回复。有几点需要直接说明。
6月17日我打电话时，并非询问之前圣胡安群岛的退款或抵用券问题。我打电话是想咨询维多利亚一日游以及广告宣传的平日25%折扣。
之前圣胡安群岛的问题已作为背景信息包含在我6月17日的留言中。该问题至今仍未解决。它影响了我再次预订贵公司行程的意愿。请勿将此问题重新解释为我当时要求客服代表解决的问题。
您回复中关于出发前两天取消标准机票的说法与我提出的问题无关。我并未取消圣胡安群岛之旅。我参加了这次旅行。我还额外支付了约125美元的观鲸费用。观鲸之旅期间并未看到鲸鱼。
问题不在于取消行程。问题在于贵公司在承诺退款或抵用券后并未履行承诺。
那次旅行之后，我多次通过电话和书面方式联系贵公司。这并非一次简单的通话或随意询问，而是我反复尝试解决问题。最终，贵公司承诺会提供退款或代金券，但我从未收到退款或代金券。
贵公司目前代金券政策的一般性解释无法解释我遇到的情况。
我当时已向贵公司提供了相关信息。贵公司可能已不再持有这些信息。但这并不能解释事情的真相，也无法抹杀我曾多次提出该问题的事实。
我已丢失之前的预订编号和收据。我当时居住的公寓楼后来发生过严重的火灾，我所在的楼层也曾发生过火灾。我现在的公寓也曾四次被水淹。这些记录我都无法查阅。
我当时可能使用了不同的邮箱地址。仅使用我现在的邮箱地址搜索可能无法找到之前的预订记录。
贵公司的回复中提到，座位安排应在抵达航站楼之前完成。这与我在6月17日的通话中被告知的内容不符。
在那次通话中，我特意询问了贵公司代表能否在行程开始前安排合适的座位。代表告诉我必须等到抵达航站楼后才能安排。这个答复令人无法接受，而且与贵公司现在的书面回复完全矛盾。
在上一次前往圣胡安群岛的旅程中，我被安排在一个腿部无法充分弯曲的座位上，导致我坐得很不舒服。回程时，我非常难受。正是因为之前的经历，我才提前询问贵公司代表关于座位安排的问题。我希望避免再次经历同样的痛苦。
贵公司对价格问题的回复解释了为什么客服人员可能会让来电者等待。但回复中并没有说明为什么广告宣传的25%工作日折扣直到我主动提及才被提及。
请明确说明FRS Clipper是否会兑现之前承诺的退款或代金券。对现有政策的笼统解释无法涵盖圣胡安群岛之旅之后发生的情况。我多次联系贵公司，每次都被告知会退款或提供代金券。
[姓名已移除]
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