When I booked our Alaska cruise the only thing my husband cared about was going Kayaking so I booked this excursion through Costco. As we wandered through the town I turned my phone on and got a text that the excursion was cancelled "due to weather". I found this startling given the information provided:
Operates in all weather conditions, please dress appropriately
Subject to favorable weather conditions. If canceled due to poor weather, you will be given the option of an alternative date or full refund
I was further disturbed upon learning in town that the roads had been flooded for weeks, so clearly this tour was not an option long before we received our text message. We were left to scramble to find another excursion when this company could have provided the information far sooner and we would have a much better experience in Juneau.
Furthermore, despite the text that a full refund would be given, I had to call the company and was told, rudely, that i needed to call " you know the other people" which eventually was determined to be the travel agent/Costco. I called Costco who had to call the company to confirm the cancelled trip before I could get my refund. I found the entire process highly unacceptable.
Odpowiedź od gospodarza
Aug 2018
Ally,
Safety is our first concern for our guests. I am sorry mother nature was wicked while you were here. Operating in inclement weather does not include flood situations and putting lives at risk. The waters in our area are all under 45 degrees. We do everything in our power to keep you safe on your trip, even if that includes having to cancel for your safety.
Flooding in Juneau can subside quickly (within hours) and return to normal. That is why we did not cancel the tour days in advance.
I am sorry our front desk sounded short with you on the refund. That was not our intent. It is true that since you did not give us a payment for the tour, we could not give you a refund and you needed to go through the company you had paid. It is common for a company to have to verify that the tour was canceled prior to issuing a refund. I know it sounds like a lot of moving parts, (and there are), I am so sorry you had this experience.
Feel free to contact me or our company President, Chris M. at any time.
Sincerely,
Dale E Smith
Director of Sales & Marketing
[email protected]
907.789.0052