WendyRE

Hi, We were excited to be visiting Egypt for the first time on a cruise with Costa cruises. We found Memphis Tours on the internet, and they seemed good value. On emailing, we had prompt replies from their representative, Marwa Samir. He answered all our questions and confirmed a booking for the tour to Cairo from Alexandria, where our ship was due to dock. We paid a deposit of 50% of the tour cost, with the balance due on the day. On the day we were due to arrive in Alexandria, we were very disappointed to be informed by the ship's Captain over the tannoy that due to bad weather it would not be possible for the ship to dock as planned. All landings in Egypt were cancelled. We contacted Memphis Tours as soon as possible, but by the time it was possible to do this it was only a short time before the tour was due to depart. We therefore feared that we would be liable for the full cost of the tour, and were expecting to have to claim on our insurance. On our return, we emailed Mr Samir again to check the position and request a cancellation invoice which we knew would be required to claim on our insurance. We were pleasantly surprised to hear from him by return email that he had spoken to his manager, and that it had been agreed to return the deposit to us because the cancellation had been no fault of ours. A few days later, a full refund of the deposit we had paid was credited back to our credit card account. We were very impressed with this level of customer service. If eventually we do manage to get to Egypt in future, we will definitely be contacting Memphis Tours again.