My partner and I travelled to Alaska in September 2024 and were due to take this excursion Sept 18. Unfortunately, our Holland America ship, due to bad weather, was unable to dock in Skagway. Depression set in, as we were all dressed up and ready to hit the road and with this announcement knew our booking fee was lost. We immediately sent an email to the Operator explaining our circumstances, how sorry we were to have missed such a special day and fully understanding there would be no refund due to the 24hr cancellation policy..
Not 10 minutes later, the Operator responded saying our booking fee would be refunded and how he appreciated our comments - 'better luck next time' etc.
To say we were surprised is a massive understatement. To say we were appreciative is again an understatement.
These people didn't have to make a refund - the policy is quite clear. We were disappointed but prepared to take it on the chin, Instead, they were gracious, and understanding and processed our refund within the hour.
This shows a true moral and ethical value of their customers and I wish we could say we'd be back to try again however, Alaska, for these sun-kissed Aussies is just far too cold. We will however strongly recommend this excursion to any of our friends planning a visit to Skagway.