Gray Line New York

I think it was great Gray line gave so many options from the tour busses to the airport shuttles and they make it so easy to be a first time Visitor to the city

Took over two hours to get from JFK to our hotel in Manhatten. Took 40 minutes to get on shuttle, then it sat there for 15 minutes waiting for driver to return to bus.

Unfortunately on our ride the bus broke down and it was very hot outside on Friday July 19. We got off the bus and waited for the next bus to come by. It arrived about 20 mins later but it was full. So our tour guide ( Carie ) left with us and took us to the subway to get us where we needed to go.

The first two guys were rubbish the third guy was much better, gave us so much more information about the area

Our tour guide was great and a lot of fun
When I was in New York 5 yrs ago I took the full day Gray Line tour , it was in a beautiful large enclosed bus , we stopped and did a few walking experiences and we were guided to an express line to Top of The Rock at the end.
This visit 2018 I saw some cut backs which made the tour less user friendly.
Such as the bus was not comfortable, cold hard seats, fogged up windows, less walk - about experiences and NO guide or express elevator to Top of The Rock. I found those cut backs disappointing !! My partner had never been to New York and I was expecting the day tour to be same as my previous experience with Gray Line but it fell short this visit.

Our driver stopped the bus at Battery Park and forced everyone to exit. He said it was the end of the line. He pointed across the street as the the place to reboard. That place was for another company. We searched around the corner and found the correct bus stop, but had to wait 40 minutes for a bus. No explanation, no response to our questions. We expected to remain on the same bus for the entire circuit. The delay made us late for an important meeting.

On May 16th, I purchased 2 tickets with Grayline for the uptown tour in New York city. I received an order confirmation and downloaded my ticket which clearly said Adult (2). Just to be sure, I printed the ticket at the hotel before we left.

The bus stop nearest our hotel was not in use as their was a parade somewhere near and the access was blocked. We were fine walking from 42nd Street to 46th Street. There was a Grayline employee there and he scanned our ticket. He said it was only good for one passenger. I paid $79.00 for 2 tickets. I looked at the printed ticket and it said page 1 of 1, so I didn’t think I had missed a page. Fortunately for us, the employee became very busy and we both boarded the bus without further trouble.

We enjoyed the tour and decided to get off at Central Park for a short while. When we went to board the Grayline bus, we were told our ticket was invalid. I did not understand why. The Greyline person at that stop kept insisting it was not his fault. I never said it was his fault. I just wanted a reason. The bus driver said he has no proof of when or where we boarded the “hop on hop off bus.” The ticket said I purchased it May 16th so it was not from the day before.

Another passenger tried to vouch for us and the street Greyline person told her to butt out and referred to her as a *****. The icing on the cake was getting to walk to our hotel(which was beyond Time Square.) We stopped at the Greyline office, where it was suggested we go and received no help at all. We didn’t want the ticket reissued, it was after 4:00 by then. We were leaving the next morning. I might take this opportunity to mention that we are 68 and 70 years old respectively and were quite upset by this fiasco.

Personally, I think a refund is in order. The attitude, defensiveness and rudeness of your employee alone was enough to ruin our Grayline experience. The walk back to our hotel gave us plenty of opportunity to discuss a possible Tripadvisor review.

A very disgruntled,
Sally Brown

Confirmation code: 59021008
Purchase Date: 16 May 2019
Customer Name: Mrs Sally Brown

We purchased a two day pass on the buss. on the first day it rained. We got so wet that our passes were destroyed. We had to purchase another pass for the following day, because of Greylines policies. A fragile paper pass is a very poor excuse to rob tourists.

Loved our first guide, Alan France. Very personable and knowledgeable.

Online purchase in UK was easy but had to wait over 1/2 hour at a Gray Line office to convert email voucher to tickets. Only one staff member on. Both your guides were good, especially “down town” Tom with his history and humour! Thank you.

The sound system went out about an hour into the tour, so we missed 1-2.5 hours of the tour. Might we recommend having a megaphone for those instances?
The hardcore rush of the "you have 30 minutes to grab and eat lunch before we have to run off to the boat" was unpleasant.
Also, we got held up at the boat by 20 min Utes because 4-5 people snuck into our group and we had more people than we did tickets. Might we recommend need tags or bracelets to let the guys know who is on the tour?
We didn't go to Little Italy as I was told we would.
All in all, it was an Eh experience. I would not do it again, nor would I recommend it.

Filthy, degraded bus with very limited views (windows dark, pixellated and very few of them) and strange guide who couldn't be heard because the PA system was so poor. Nothing like Gray Line New York tours of old. Would not recommend.

We waited more than hour while 3 of your buses said they couldn't take on any more passengers. Meanwhile, at least 6 of a competitor's buses picked up passengers. One of your sales staff even called in about the long wait to no avail. Then we couldn't even complete the downtown loop w/o getting off at Battery park and getting on a different bus. Ruined our plans for our one-day visit!

First let me establish that I am not a person who is easily offended, but the tour guide on the 1st bus we were on managed to offend everyone with the exception of white Democrat men. It was raining on our 1st ride and the very first comment the guide, David, made was how he felt he was at a clan gathering. Very tasteless and made everyone very uncomfortable. I don't know if Gray Line hires out of work, bad comedians, but every guide we had made more bad jokes than gave information. Their primary job should be giving information as to what we are seeing, not cracking really bad jokes or giving us their life story. My sister and I were on Gray Line 6 years ago and it was fantastic. So fantastic that we chose Gray line again this time when we brought our husbands along. I can't tell you how disappointed we were. I had recommended Gray Line to anyone going to New York after our trip 6 years ago. Now, I would tell them to take any other bus tour than Gray Line. It was so bad that we actually opted to walk 2 miles rather than sit through another really bad presentation. I would suggest that Gray Line Administration should ride the buses undercover to experience what your customers have to endure. Your customers are there to get information on the sites of New York. We got so little information from the guides that I actually remembered more from 6 years ago that I filled the guys in,. It is really too bad because the tour of NYC could be so fantastic, but a bad guide can really ruin the whole experience. We are going to DC next year and I already bought tickets for a tour and it is not Gray Line. You have lost this customer,

I purchased the 3-day, 5 attraction pass. When I purchased the pass, it was valid for the Empire State Building. When we went to use it, suddenly, it was not valid. I was not sent an email informing me of this, nor did the agent advise me of this when we picked up our passes. We spent about 4 hours at the Empire State Building, 3 1/2 of them were trying to figure why the passes weren't working and calling GrayLIne and then purchasing tickets. That ate up most of our day...so we saw NO attractions on this pass. We only did 2 tours...the night tour and the downtown tour...the night tour didn't even go by the tree at Rockefeller Center! I would NOT purchase these passes again. I WOULD recommend the airport transfers.

I had to wait thirty minutes in a line to pick up my tickets. It would have been a lot quicker to purchase them on the street for the same prices. There is no point to buying them online.

We advised Gray Line on 30th March 2020 that due to Corona Virus our vacation was cancelled. Our flights were not going, our cruise ship was not operating and I would guess that with New York in lockdown the Manhattan Experience would not be operating. We asked for a refund of our cash, $218 to our card account. To date we have heard nothing, not even the courtesy of an acknowledgement.
Perhaps you would be so kind as to forward this to Gray Line and ask them to deal with this for us, as at the moment we would not be inclined to use them when we do eventually get to New York.

The lines were long and we were passed by 3 buses before we could fit and even then I had to separate from by party
Due to that we could only do one tour not both. Not worth the money spent - very dissatisfied

The driver that came around evening time was so rude. Firstly, I went to his driver window while passengers were boarding & wave to him as I have a question for him. He ignored me so I thought he didn't see me. Then I knock at his driver's window, again he ignored me. I went over to the queue where passengers are queuing to board the bus, when it reaches my turn, I asked him what time is the next bus, he ignored me the first 2 time I asked. Then upon asking the third time, he replied me a loud "I DON'T KNOW". A queuing passenger was the one who provided me with the info I needed.
Other than this encounter, the overall ride was great. Advise to bring a luggage bag so u can put your shopping in the luggage compartment as the space in the bus is very limited.

Utilizo os serviços da Gray Line desde que viajamos para o México em 2015 e sempre me deixaram muito satisfeitas, o que me faz repetir experiências envolvendo a Gray Line.