Gray Line offers tour and transportation services including sightseeing tours and airport-to-resort transfers. This page aggregates customer ratings and reviews to help you understand what shoppers experience when booking with this company.
Gray Line Reviews
1.6
23 reviews
What Shoppers Say About Gray Line
Created with AI, based on recent reviews
Gray Line is rated 1.6 out of 5 by 23 shoppers, with the vast majority expressing serious dissatisfaction. Recurring complaints include poor customer service quality, operational failures (tours not meeting advertised length, wrong vehicles provided, long wait times), misleading product availability claims, and staff unprofessionalism. A small number of shoppers praise individual tour guides, but these positive experiences are overwhelmed by widespread reports of failures in service delivery, vehicle allocation, and customer support.
Shoppers consistently report that Gray Line does not deliver on its promises. Issues span transportation services (incorrect vehicle types, vehicles too small for luggage), tour operations (shorter actual duration than advertised, time spent waiting), pricing concerns (rates described as higher than competitors), and fundamental customer service problems (staff dismissiveness, lack of necessary information provided). Multiple reviewers explicitly recommend avoiding the company entirely.
Customer Reviews (23)
Sorted by: Most recentKenneth J.Jun 17, 2021
Purchased tickets only to discover they stopped operating in NYC, yet they still took my money without saying anything.
Jennifer M.May 19, 2021
Ordered one blanket that was clearly marked as a single item with a price per unit. Got charged correctly for just the one. Then two days later someone called saying my order was being cancelled because I didn't order at least a dozen blankets.
Marcus J.Apr 10, 2021
Total ripoff website. You order something and they send you something different that barely sounds like what was advertised. I had to contact my bank to cancel payment. Ordered a shower chair for over 400 dollars and they sent a vinyl head rest claiming that's what I ordered. Called to report it and they immediately hung up. After multiple calls with different names from the same person, I figured out it was intentional fraud. My bank filed a claim and got my money back, but the website language is designed to let them fight back against refunds. Stay away from this site. They run multiple similar websites selling discounted medical equipment but it's a setup to scam you.
Gray Line Review FAQ
What is Gray Line's overall rating?
Gray Line is rated 1.6 out of 5 based on 23 customer reviews. The rating reflects a significant concentration of one-star reviews, with 78 percent of shoppers giving the lowest rating.
What do shoppers praise about Gray Line?
A small minority of reviewers highlight positive experiences with individual tour guides, noting they were knowledgeable and made the experience enjoyable. However, positive feedback is limited and does not offset widespread operational and service issues.
What are the most common complaints?
The most frequent complaints involve poor customer service and unprofessionalism, tours that don't match advertised length or include lengthy wait times, vehicles that don't match reservations (wrong type or size for luggage), misleading stock availability claims, and difficulty reaching helpful support. Some shoppers also report excessive pricing compared to competitors.
Should I book with Gray Line?
Based on the reviews, most shoppers do not recommend Gray Line. The overwhelming majority report serious service failures, unmet expectations, and frustrating experiences. A few satisfied customers exist, but the risk of problems appears substantial.
How are these ratings calculated?
Ratings shown on RetailCoupons.com are calculated from verified customer reviews. The overall rating represents the average score across all reviews. The rating distribution shows the percentage of reviewers who gave one through five stars, helping you see the pattern of feedback.