We booked this last minute because we really wanted to take a tour of the Haleakala crater and were really excited. At the end of it we were all so disappointed with the service, the actual tour and the response we got from the management there! To detail our experienceā¦
Tour Timing and Duration:
We were a party of 4 who decided to take the Hana Haleakala tour in the afternoon. Online it said they had a tour available at 12:15pm but when I called they confirmed it for 3:30pm. It was supposed to be a 50-min ride but it ended it about 35 mins of which 10 mins were just take off and descent. When we got there they told us there will be two other passengers with us even though on the phone they said it would just be us!
The View:
They assigned us all seating before we boarded. The seats in the middle were charged the same amount as the ones outside and the amazing seats in the front with the panoramic view. But they couldnāt see anything! We got the 4 seats in the back with just the two windows on the side. Of those two windows, the one of the opposite side of the door was tiny. My friend could barely see anything even though she sat next to the window. It was nearly half the size of the window to my side. The actually amazing view in the front was completely blocked by the passengers in the front and the pilot. And the seating isnāt OPEN like it was advertised! To point out, we got assigned the terrible seats!
The Tour:
The pilot wasnāt audible through the flight. And we were asking questions throughout the flight that he absolutely ignored and never answered! The pilot, during the flight, casually mentioned that if we wanted to see the crater we should have come in the morning and that past noon the crater will be covered in clouds and not visible. Nobody informed us of it when we booked it! And both the morning and noon flights cost the same amount. Also, during the flight we were told that they canāt fly over the crater.
The Customer Service:
When we got back and let them know that we were disappointed with the seating and that of 4, only one of us could see anything, they very curtly said that they can do nothing about it. They said that it is how it is and that it is like RIDING IN A CAR. And on top of all that, they asked us to pay an additional $60 for the flight video after we couldnāt see anything on the actual flight! The flight already cost each of us about $250, around a $1000 total! This was outrageous and completely unacceptable. After all that to call the flight comparable to a car ride was ridiculous!
To sum it up, of 4 people only 1 got the view. We were assigned terrible seats. The people at the office dismissed our grievances and compared the flight to a car ride. The pilot said past noon is a terrible time to visit and ignored us the whole time. And the flight was shorter than advertised! And to make things worse we were still charged just as much as the passengers in the front with the amazing views or a flight that did the tour in the morning when the crater was actually visible. I feel totally scammed and had a really bad experience.