Dear Princess,
Thank you very much for joining our tour to the Jungfraujoch – Top of Europe and for taking the time to share your experience.
We are sincerely sorry to hear that you lost your tour guide when changing trains at the Eigergletscher station. Both tour guides of the day confirmed that they explained the itinerary for the ascent and descent in full detail during the journey from Grindelwald to Interlaken. While we understand that it can be challenging to follow directions for a place that one is unfamiliar with, we also expect our guests to stick to the guide and ask in case any information remains unclear.
When changing trains at the Eigergletscher station, your tour guide was taking care of a guest with mobility issues and therefore walked behind the group. Once he was on the train, he instantly noticed that he was missing part of the group, but since the train departed within minutes and left no time to come search for you. We fully understand that is frustrating to lose the tour guide during the tour, but it would have been very much appreciated if you had asked a local member of staff for directions before boarding any mode of transport without your tour guide.
While it was not possible to get you back on the train to Lauterbrunnen, we organised a bus to come and fetch you in Grindelwald, so that you did not have to buy additional train tickets to return to Interlaken. As we had the full costs for the tickets to the Jungfraujoch, the bus and the tour guide incurred, we unfortunately could not authorize the requested partial refund.
We hope that you will still keep your visit to the Jungfraujoch – Top of Europe in good memory and are always happy to help in case of any further questions or doubts.
Best regards,
Amanda from Best of Switzerland Tours