Literally the worst experience ever. Ruined my entire birthday and all of my plans. I made a reservation days in advanced with HeliNY (the company providing the tours) and was told on multiple occasions my reservation was confirmed. I provided the company my GoCity Pass number when confirming as well. When I arrived, everything was going well until we were walking back to the helicopter and I was stopped and asked to go to the front desk. I was told my NY Explorer Pass did not go through because I purchased an Explorer Pass and not a Build-your-own. If it did not go through, then how was I “confirmed”? I showed them on Gocity’s site where it literally says “City Lights Experience - Helicopter Tour Entry included with a New York Explorer Pass” and when you select buy, it takes you to the exact pass I purchased. They said it does not matter, sorry pay us $184 per person and you can go. Astonishing. I spent $100 on travel alone to get to and from Linden from Lower Manhattan, and all you have to say is, although we confirmed your reservation, although GoCity’s site states clearly that your pass allows for you to take this tour, you cannot take this tour goodbye. I spent an hour talking to managers etc. with no resolution. Missed our dinner reservation, and was stuck in NJ waiting for a subway at 9:30pm at night with every single one of my birthday plans ruined at no fault of my own. Do you want to be potentially stuck at a NJ rail station late at night in the cold? If your answer is no, then do yourself a favor and find a better tour to go on than this.
Odpowiedź od gospodarza
Jan 2020
Hi Izanagi,
As we explained on Friday we are only included on the Build Your Own version of the Explorer Pass. You had not purchased this version of the pass and had not actually paid for a helicopter tour. During the reservation process you advised us that you had the Build Your Own Pass and had selected this product which is why we had confirmed your reservation. I apologize that this misunderstanding caused you so much inconvenience. As you mentioned we did offer you to take the tour at a discounted rate however we were unable to reach an agreement on site.
We are following up with the Explorer Pass to have any confusing wording removed from their website and to try and work towards a better verification system than just on-site scanning.