We've taken a CIE tour and had a less than stellar experience. I got very ill in London and needed to go to the hospital, they wouldn't even help my DH with directions or a cab, anything. Once they found out I was ill, they did nothing at all to help us. The hotel concierge and other tour guests were more helpful that our guides!
After we returned (I ended up in semergency surgery and we flew home a couple of weeks later) I sent a letter stating what had occurred and they did apologize & offered to let us tour again for free. I honestly turned it down because we felt the guides were so ignorant to what was going on and really couldn't have cared less about my situation. I would never tour with them again.
I also go to many travel nights and hear about other's experiences and there isn't really one tour company that I've good things about. Some people have 1 good experience and try it again, only to have a really bad one. Our local tourism council is sponsoring another tour night and they do have
ABD on their schedule so I'm going to look forward to hearing more trip reports.