Glenn,
Here at Big Creek Expeditions, we pride ourselves on having an experienced, professional staff that puts our guests safety and enjoyment as their top priority. I have identified the guide that you had on your trip and consequential actions will be taken for this behavior upon further discussion.
As far as the time of your trip is concerned, we advise all guests to expect to be with us for a total of roughly 3 hours. This time includes your check-in process, safety talk orientation, meeting your guide, gearing up, shuttle ride, rafting adventure, returning your gear, picture viewing and departure. River trips last about an hour to an hour and a half depending on the water levels, which is explained on our website and over the phone by our reservation team.
Additionally, the Upper Section of the Pigeon River is classified as a Class III-IV river by nationally recognized whitewater organizations like American Whitewater and the United States Geological Survey. On the day of your trip, the river was running 1,400 cfs, which is the standard flow for the Pigeon River and provides paddlers with a Class III-IV rafting experience. Our apologies if your perspective of the rapids and hydrology of the Pigeon River was different.
We value our guests. Without you, we would not exist as a company and your satisfaction is of utmost importance. I only wish you would have spoke with us directly about your disappointment on the day of your trip, as I would have been able to remedy the situation sooner. I would like to personally apologize for the lack of response to your email, which was on my to-do list for today, as I am returning to the office from a sickness.
Feel free to reach out to me with any further issues or to discuss your disappointment further.
Best,
Amanda Clampitt
[email protected]