I specifically booked an afternoon slot which was listed for 12-4 as my flight would be arriving at Kauai airport at 11:15 am. Viator confirmed the booking in a text message “your helicopter tour is confirmed for 12-4 for September 6”. Instead Air Kauai Helicopter booked me to an 11:45am departure and expected me to show up by 11. When I tried to call, the phone number they provided was “out of service” - couldn’t even leave them a message.
When I finally talked to their customer service rep, she didn’t offer any explanation or an apology for THEM messing up the scheduling. She blamed me for no show. Rep: why didn’t you show up? Me: I requested a slot after 12, you booked me to 11. Rep: well you should let us know. Me: Why? I requested a slot after 12. You didn’t honor that request but still confirmed the booking and charged my card. Instead of you calling me to notify the change, you expected me to call? Plus, I did try to call, the phone number was out of service when I called and I couldn’t leave a message. Rep: you should call after 8:30. Me: I called at 8am before I boarded the flight to Kauai and your fine print didn’t say to call only after 8:30. Rep: you should message through Viator. Me: your fine print didn’t say that. It just says to call the listed number with any concerns.
Rep: I don’t have time for this. It’s no show and we will charge you for the booking.
Here is the bottom line: Air Kauai Helicopter didn’t honor my booking for the listed time slot (12-4) in the first place but blamed me for no show. I may not recover the $260 I paid but you didn’t earn this the right way.