I booked the tour for 6 friends including myself through Expedia as it was mentioned Free Cancellation before 14hr. Due to work reasons, one of my friends had to drop. I didn't get refund for him, even after prior notification, as the tour company doesn't have a refund policy apparently. But then Expedia shouldn't have misguided us.
On the day of the tour there was a blizzard prediction on the road to Arctic Circle. Our tour is from 2 pm - 4 am. The company delayed for almost 2 hours. We thought of cancelling but then Riley(one of their tour guides) and Bob(the driver) convinced us to still go ahead with the tour. I didn't understand why the company didn't cancel the tour when the weather conditions looked bad.
Riley and Bob are amazing people. The road which we went on is filled with snow and Bob used to communicate with other drivers in his walkie-talkie to check the conditions frequently. He drove on the harsh road in the hostile weather for 14 hours, very carefully, all the while trying to make it up for the lost time.
Since we started late by the time we reached Yukon river, its dark and couldn't get a great view. We reached Arctic Circle around 11pm. On the way back Bob made multiple stops for catching the Northern lights. Finally at Yukon river, as there was clear sky, we had an awesome show of the Northern lights, visible clearly to the naked eye. All thanks to Bob.
In a nutshell, I should say our tour was adventurous and risky due to weather conditions. Thanks to Bob and Riley we made it back safely and had quite an informative tour. The company shouldn't have encouraged the tour in such bad weather conditions in the first place though.
Réponse de l'hôte
Oct 2019
Dear Gowri P
Thank you so much for your review. We are very sorry that some circumstances on this tour didn’t meet your expectations. And I, as the owner of the company want to apologize, but will use this answer as well to explain in detail what happened.
Yes, there was a delay regarding your pickup time. This delay was caused by an accident that happened to my Guide on her way to our location. We called you immediately after we got told about her accident. We contacted you a few minutes before your scheduled pickup. I personal called your group and let you know, that we immediately called one of my other Guides, who directly could take over this tour and told you that it would take a little while until he could pick up your group. Additional I sent Rhylee, one of my staff members, to your location to offer you as much comfort as possible. Without asking she organized some coffee for all your group members.
In your review you mentioned that there was a “blizzard prediction on the road to the Arctic Circle”. We are well known for that we cancel any tour if we have the feeling that there is a risk situation for our customers. I am aware of my high responsibility for all my guests, as well for my Guides and I take extremely care of it. Before we send out a tour, we check every day multiple sources to find out if there are hazardous driving conditions. There was definitely no warning, especially not for a blizzard, in this direction. This here is Alaska and weather conditions are way more different than in other states, that you may have traveled before. What for us is more like common may looks for you as extremely dangerous. All of my Guides are long living Alaskans and they know exactly how to handle any condition. Additional they have my permission to turn anytime, when there is a risk for our customer. Furthermore, my guides want to stay safe as well and they surely try to avoid very hazardous situations. When Bob contacted other drivers via CB Radio, that’s a common procedure and for everyone’s safety. Weather in Alaska is unpredictable and can change during a very short time window. It’s very important, especially during winter season, to ask other traffic participants how the road conditions look like. It’s for sure not a sign that he feels scared, it’s because he knows his responsibility to provide you, as our guest, a safe trip.
As all of my guides are extremely knowledgeable, they know definitely the secret places where you have a good chance to catch the Northern Lights, even when the weather is not cooperating that much. Yes, Bob and Rhylee told me, that you experienced a wonderful Aurora show and that, parts of your group as well as the other group, enjoyed this nature spectacle that much, that they started dancing.
I feel sorry that the conversation between you and Expedia didn’t went well, but that is for sure nothing that you can credit us. May you want to talk to Expedia regarding this miscommunication.
I’m glad that you all had an enjoyable tour, so I got told from my guides, and I want to say Thank you again for your booking.
I wish you and your group members for your future all the best. Rainer