Booked a helicopter tour for £1300 for me and my wife’s honeymoon after getting married in vegas. We were made to sign a form saying there’s ‘possible light rain’ while we’re there. We got a small brittle plane to the canyon where we were supposed to get on the helicopter but when we got there it was basically a storm. Stood round waiting for someone to tell us what’s happening. A man walks up to us and says we are with his group, so we go outside and there’s a ‘hummer’ (a small truck with leaking plastic covers). We think this is a shuttle to the helicopter! 15 minutes later he says ‘this is our first stop of the tour’ so I then explain to him we booked and paid for a helicopter tour which he replies ‘cancelled’ and carries on with the ‘hummer’ tour in the fog and rain!
No one told us this was anything to do with the tour, it was not on the website when I booked months ago (it is now funnily enough) and my receipt/itinerary doesn’t mention it either.
Complained via email and was replied to by the most argumentative complaint department member I’ve ever dealt with, Matt Mette who will probably reply to this review arguing his point! He has refunded me less than half of my money for a cancelled helicopter tour and a hummer tour that was pointless due to the fog so is trying to tell me the 1 hour plane flight cost us over $400 EACH and won’t give us that part back. I’m still disputing it with him to this day nearly 2 weeks later 😂.
Apparently Buck Wild Tours is owned by the parent company Papillon who I booked my helicopter tour with so they’re all in this together, Papillon and Grand Scenic Airlines haven’t even replied to me so at least he has.
I would stay clear of this tour, and a helicopter tour via Papillon but if you choose to book it, do not sign the form saying you’re aware there might be light rain because it’s a scam, there had been a constant downpour for 2 weeks there according to a local so they are fully aware of it, the tour should have been cancelled before we got picked up from the hotel.
I’ll attach the proof of my itinerary no mention of the ‘hummer tour’.
Odpowiedź od gospodarza
Sep 2022
Thanks so much for sharing your feedback with us. We were able to investigate your reservation, and I understand your frustration. We sincerely apologize for the last-minute cancellation of your helicopter tour. The severe weather at the Grand Canyon affected our ability to fly safely on the day of your tour. For that reason, I see that a refund was issued for your tour's helicopter and hummer portion.
Again, we thank you for your honesty.
Sincerely,
Papillon Helicopter and Buck Wild Management