Cruzeiros-Douro, Eco Travel

Exmos. Senhores, No passado dia 11 de agosto de 2024 procedi a uma reserva online no site www.cruzeiros-douro.pt para um Cruzeiro Régua-Pinhão (subida) para 5 adultos (sendo que 2 são seniores) e 1 bébé para o dia 16 de agosto de 2024 às 14h45. Disponho do voucher nº 186461 para esta viagem, que seria efetuada pela companhia Barcadouro. Ora no dia 14 por volta das 19h30 ligaram-me a informar que devido a uma erro do site não poderiamos embarcar no cruzeiro das 14h45 pois estaria lotado. Mas poderiamos sempre viajar no cruzeiro das 15h30. Na altura concordei, não haveria incomveniente para mim, não iria estar tanto tempo no Pinhão como gostaria, mas compreendi a situação e aceitei a alteração. Iria chegar ao Pinhão por volta das 17h45, e já tinha bilhetes de comboio para as 18h14, estava dentro do tempo ok. Foi enviado o voucher nº 187324 para a viagem das 15h30, que seria efetuada pela companhia Rota do Douro. No dia 16 de agosto (somos de Guimarães) deslocamo-nos à Régua, chegamos perto das 12h para almoçar e com tempo chegar ao cruzeiro. Ora, por volta das 12h30 ligam-nos a informar que devido a uma avaria no Barco, não haveria cruzeiro. Que poderiam devolver em voucher ou dinheiro. Que poderiamos sempre fazer uma viagem de cerca de 1h na Régua num Barco Rabelo, e devolviam a diferença. Informamos que não pretendiamos essa solução, pois a nossa ideia era passar numa barragem, e já tinhamos os bilhetes da CP para o comboio. Para além disso, esperavamos que nos compensassem de alguma forma, pois era um enorme transtorno para nós a situação. Deslocamo-nos de Guimarães, gastamos portagens, combustível, almoço, etc... A colaboradora que falou connosco, informou que iria falar com alguém superior e que entraria em contacto connosco mais tarde. Como ninguém nos ligou, aparecemos ao cais da Régua por volta das 14h30 para obter informações. Lá ninguém tinha conhecimento de nenhuma avaria, e como haviam ligado e não tinhamos nenhum email, poderia ser uma mentira. Então aguardamos pelo Cruzeiro das 14h45, e qual o nosso espanto, a companhia Barcadouro chegou, mas não iria fazer a subida. Ora, primeira grande mentira, o Barco não estava lotado, simplesmente não iria fazer nenhuma viagem naquele dia, pois tinham outros serviços. Depois aguardamos pelo Barco das 15h30, mas nunca chegou, supostamente devida a avaria. Mas como estavamos com muitas dúvidas de toda aquela situação, questionamos lá no local várias pessoas. Algumas informaram que não era a primeira vez que aquilo acontecia com esta agência de viagens, vendem o que não existe. Estivemos cerca de 1h30 ao sol, num dia de calor extremo, com 2 idosos e 1 bébé de 2 anos. Dirigimo-nos a um funcionário da APDL - Administração dos Portos do Douro, Leixões e Viana do Castelo, S.A., ora qual não foi mais uma surpresa, não havia nenhum cruzeiro prevista para aquele dia da Régua-Pinhão. Ou seja, se o Barco avariou, já estava avariado antes, pois logo pela manhã, não deram informação à APDL sobre aquela embaração. Se não havia previsão, porque não avisaram mais cedo, escusavamo-nos de deslocar lá e gastar tanto dinheiro em vão. Depois de tudo isto, continuam a informar que não têm quaisquer redponsabilidade, avarias acontecem. Sim acontecem, mas os clientes têm o direito de ser compensados pelo transtorno causado, pois planeam uma situação e não acontece. Devolveram o valor pago (145€), mas e o gasto das portagens, combustível, almoço, bilhetes de comboio, tempo de espera sem resposta. Acho lamentável o serviço prestado. Cumprimentos.

Dear Cruzeiros,It is with great disappointment that we learn of your message, but are grateful for your understanding of our situation. Our attitude is still that you, as the organizer and seller of the trip to us, are fully responsible towards us as the buyer of the trip.The conditions to which you refer do not apply to the situation that has now arisen for us. Remember that the boat trip should never have been carried out under the prevailing conditions. Instead, a refund to us travelers would have taken place.Our friends from Sweden flew in to Porto only for this trip together with my wife and me and they therefore have large travel expenses which are not compensated by your offers.We still demand more in compensation than what you have offered us. We understand of course that it will be a financial sacrifice for you to compensate us, but you must of course direct your demands against the shipping company as a professional shipping company should have known better than to try to complete the voyage against better knowledge. We cannot wait for your settlement with the shipping company, so we ask you to send us full compensation immediately. We now also demand late payment interest of 20% on our claims from the time we demanded compensation until payment takes place.In the case of a quick settlement without court, we can discuss reducing or waiving the late payment interest./Sven Törnberg

Cruzeiros-Douro CruisesSenhor Vasco Del oPr. Mouzinho de Albuquerque nº11, 34100-3590 Porto, PortugalOnly by e-mail to: info@cruzeiros-douro.ptCOMPLAINTS ABOUT PURCHASED TRAVELDear Mr. Vasco Delo,I am the representative of the Hagström family from Sweden, my wife Kerstin Hallqvist Törnberg and myself.My wife and I, together with our best friends from Sweden, bought from you a river cruise on the Douro River November 2nd to November 7th with a cabin with a terrace that we paid lot of money for. The trip cost 4966 euros. We bought excursions for euro 824 which you recommended with the program below and the add-ons that we bought (see enclosed No 1).Day 1. The four of us had bought a cabin with a terrace for two people as in the picture (see enclosed). This cabin solution was sold by your salesperson senhora Dulce Pereira which was the best. We did this in the e-mail correspondence with her which she then confirmed that the two where booked for us. On the boat MS Gil Eanes, the four of us, instead we got a cabin without a terrace! We protested and complained on day 2 (November 3rd) by phone and e-mail to you with the help of the boat's hotel manager Mr. Matthew Sene.Day 2: November 3rd the boat would set sail for Régua with Optional visit to historic Lamego and the 'Nossa Senhora dos Remédios Sanctuary. During the journey, they would become locks Ascent to Crestuma-Lever Dam and later Ascent to Carrapetelo Dam.Day 3: November 4th should the boat proceed towards Porto Antigo.Optional was Discover the history, Culture and Identity of the largest Demarcated Region in the world in the Douro Museum completed with a guided tour and wine tasting at the prestigious Quinta do Tedo.lDay 4: November 5th should the boat proceed towards Porto, with Optional Classic tour with ”Contemplate Porto´s valuable and antique historical centre on a guided tour of the city´s most emblematic landmarks”.Day 5: November 6th, the boat would remain in Porto with the Optional was Classic Tour with a ride to and visit the beautiful medieval streets and the emblematic Guimaraes Castle. Now the trip did not turn out the way we had bought.Day 2 we never made it to Régua because the boat was not allowed to go through the second lock. That trip was important to us. and we had looking forward to see the locks. The explanation we got was that there was too much water in the river so the boat was not allowed to drive further and thus not get through lock no. 2. The boat had to make a permanent stop just after the lock Crestuma-Lever Dam. So we didn't get the purchased excursion Optional to Lamego. Instead, they bussed us to Guimares with a guide.Day 3. We were told that the boat was ordered to turn back to the city of Porto because of too much water. Thus, we missed out on our purchased excursion Optional to Porto Antigo, the Museum and wine tasting at Quinta do Tedo.Day 4. We also did not receive what we had bought as Optional this day. The Classic tour was cancelled!Day 5. We had bought the Optional with a trip to Guimares Castle. That trip was replaced by a bus ride to the city of Braga in rain and strong winds with a short visit to the sanctuary and then a short walk through the historic part of Braga. The visit was a big disappointment for all four of us. That was not what we had bought.SummaryIt is with great disappointment that we can state that we have bought this boat trip on the boat MS Gil Eanes with excursions that did not turn out as we ordered. I requested several times to receive information about the trip and what is included and the price list for the excursions. Only when we had paid for the entire trip did we receive the correct documents by e-mail. Mrs. Dulce Pereira confessed after much pressure in September 19 that we had received the wrong documents and information about the trip!On the boat we were assigned a cabin without a terrace! That was a big disappointment for all of us. We have not received any refunds in money.We have also not received any compensation in money for the trip, which we four hereby request with 40 percent of the price of the trip and 50 percent of the Options that we four paid for and that did not happen. We do not accept any discounts on future trips. My wife and I live in Lagos, Portugal and our friends live in Sweden and came flying to Porto only for the boat trip. They will ask for full reimbursement of the costs they incurred.It was not unfamiliar to you or the shipping company about the weather conditions. The boat trip should have been cancelled in good time as the trip could not be carried out due to bad weather and all our money should have been refunded in full. We look forward for compensation in euro.