Formal Complaint
Formal Complaint – Misrepresentation, Failure to Deliver Services, and Negligence 🛑 Galapagos tour cruises
I am filing this review to document a highly distressing and misleading experience with Galapagos Tour Cruises and associated representatives, more importantly Freddy Estallin Mora Vargas (Maury).
In January, I paid in full for a Bonita Cruise (4 nights / 5 days), including airport pickup and coordinated logistics. Upon arrival in Baltra, I received a last-minute message stating that no airport pickup would be provided, forcing me to arrange and pay for transportation myself (USD $36), which has not been reimbursed.
Over the next several hours:
• The agency became completely unresponsive
• Calls and messages from both myself and third parties were ignored
• I was left without assistance in a remote destination
With the help of my hotel, we contacted multiple operators and discovered a critical issue:
I had never been booked on the Bonita cruise at all.
Despite this, the agency did not disclose the situation and continued to avoid communication.
Later that day, I was informed that the Bonita cruise was “overbooked.” This explanation was inconsistent with information obtained directly from the cruise operator, who had no record of my reservation.
I was then reassigned to the Letty Yacht, presented as an equivalent replacement. This was materially inaccurate:
• Loss of upper deck cabin with window
• Downgrade to a shared cabin with three single beds
• Minimal or non-functional air conditioning
Additional failures included:
• Significant itinerary alterations
• A 6-hour unplanned wait at Baltra airport
• Forced changes to accommodations and pre-booked tours
• Repeated failure to provide confirmed transportation services
Notably:
• I was not picked up for the Bartolomé tour despite repeated confirmations
• Promised inclusions (e.g., breakfast) were not honored
• I was again not picked up for the Letty Yacht departure, despite confirmations with the agency, driver, and hotel
This resulted in:
• Independent travel arrangements between islands
• A 5-hour wait at the pier prior to boarding
The individual representing the agency, Freddy Estallin Mora Vargas, consistently:
• Failed to communicate
• Ignored calls and messages
• Did not provide any apology or accountability
This situation demonstrates:
• Failure to deliver contracted services
• Misrepresentation of booking status
• Negligence in client support and logistics
The cumulative impact was severe disruption, financial loss, and significant emotional distress during what was meant to be a planned travel experience.
I strongly recommend that prospective travelers exercise extreme caution, verify bookings independently, and avoid relying solely on this agency for critical travel arrangements.
Appropriate actions have been initiated regarding this matter.
Here are their contact information:
+593 98 626 0159