Bo (spl?) was the most unprofessional human I have ever attempted to do business with. I booked tickets for my family to go whale watching (first time for all of my family members except myself), and shortly after my brother-in-law tested positive for COVID. Out of an abundance of caution we called to cancelled all of our tickets (an hour after booking them), in case any one of us were also potentially positive or exposed, even though we were very excited to go. Rather than refund our tickets and thank us for not exposing crew and other passengers, Bo choose to be rude, passive aggressive, condescending, and incredibly unprofessional. To cap it off, he said not only would he not refund our tickets, he would also call the police if any member of our party attempted to come onto their property and attend the trip or speak to them, since I told them a family member had tested positive. I felt like I was speaking with an arrogant teenager rather than a representative of a company, when attempting to have a civil conversation about options. In the end I have no refund at this point, even though his site showed that he was able to sell all available tickets in full for the day/time I had booked. So he essentially got paid for 5 additional tickets, on top of those for a full boat. I would have loved to work something out with this business or feel appreciated that I made a decision to keep people safe (including their staff), but rather I was left feeling very disappointed, offended, and taken advantage of by a company I was supporting. What a shame, I expected better from a place I visit regularly. Itās important that O share this with other potential customers however, so people can understand just how poorly Bo handled this experience and how terrible he made me feel, to hopefully prevent similar circumstances for their trip. I hope this doesnāt happen to anyone else however. And I hope Bo can read this and take an honest look at his behavior and actions, and choose to do better in the future, for the sake of the company (Outer Island Excursions) and their customers.
Response from Host
Sep 2022
This passenger Michael Feagan was a very unique experience. This individual booked six tickets on a holiday weekend and then two hours later phoned to say his group was exposed to COVID-19. We informed him that we would attempt to resell their tickets to other passengers in order to offer them a refund, or reschedule them for a future date. They responded with frustration and anger and demanded a refund. We explained that that was not possible and apologized while trying to be empathetic to their situation. We did successfully resell two of their tickets and issued a full refund for those tickets! We extended the offer once again to reschedule the other four tickets. This offer was met with a threat to show up to our office and potentially expose the rest of our passengers to COVID to demand boarding our boat. Additionally in initial calls the party claimed all members had been exposed. In subsequent calls other individuals claimed this information was incorrect. We felt that more than likely that this group had potentially been exposed at all was fabricated. We believe that there was a strong likelihood that they fabricated this story in order to compel a refund and were then unhappy with our refund policy. In either instance this behavior makes it very difficult to help you. After repeated threats of coming on our property we were compelled to call the authorities to protect the rest of our passengers and not risk a mass exposure to COVID. Unfortunately our ability to reschedule the remaining tickets for this individual has been eliminated due to their abusive and threatening behavior. Out of respect and concern for our staff and our passengers, Michael Feagan has been banned from all future excursions with our company. We understand that COVID makes all situations difficult and emotional but cannot accept behavior like this. We wish you the best in your future endeavors.