It is really really disappointing that I booked my Grand Canyon tour with you guys. PATHETIC. Here is my feedback.
We are a party of four and as stated in the terms and condition to report 30 mins prior boarding, we reached an hour before and checked in at the reservation counter. Andrew (Papillon) representative there told us as we are early, he is going to put us at 11:00 AM helicopter. We are really very happy because we can complete the tour earlier and return to Las Vegas to take our return flight. However, this is the ONLY happy thing, and the wait continues. Suddenly we witness, some groups reached later than us are being given rides first and we continue to wait. Upon asking the representative, it was told to us that these are VIP tours and need to accommodate first as they have return flight timings and this is a COMPANY POLICY. It seems we do not have any value for time. There after other parties whose ride times are later than us (11:30 AM, 12:00, 12:20 PM are accommodated before us and we keep on waiting. To top it off, Andrew actually handed the tickets of the 12:30s right in front of us to them so that we would go last in the line.
It seems Andrew does this purposely, may be because we are INDIANS/Black because I observed the same behavior with to another similar party. The same behavior continued from the person attending to the flight takeoff, atleast for us. He kept us waiting for an extra chopper even though there was one standing right there, which he loaded with the next party. There is no network there, so no option of calling any other customer service for help.
Due to the above mismanagement our whole helicopter tour got delayed by more than 2 hours. We are really thankful to the ground crew and other passengers on our way back who helped us by giving their chopper flight as we have a return flight. In turn we missed the other Grand Canyon points like Skywalk, Eagle and Guano point for which we have purchased the ticket.
I would like to ask 2 questions:
1. If VIP tours needs to be accommodated (As per COMPANY POLICY) in spite of a scheduled tour which has been paid, booked and ticketed, why this is NOT mentioned under terms and conditions. If this would have been mentioned, I would not have taken the tour.
2. Even if the tour got delayed due to some reason how come the later scheduled tours are accommodated first.
There is NO ZERO rating else I would have rated the same in Google and Tripadvisor. Maverick would have been a better option.
To all who are taking Grand Canyon Helicopter Tour please use Maverick. They are far better than this.
Ответ от хоста
Jun 2021
First, we would like to apologize for the unsatisfactory experience you had during your helicopter tour. We are sorry for the delayed flight and disappointing service you encountered. We always strive to provide the best experience. However, we completely missed the mark, and we understand your frustration. Thank you for expressing your concerns. We want you to feel comfortable sharing good or bad news with us. We take our guest complaints seriously. Our management team will reach out directly via email to discuss this matter further. Again, thank you for your honesty.