I planned an Alaska trip for years, aligned all the activities throughout the state to be a hit, and this activity "Katmai Brooks Falls Bear Experience" was cancelled the day before, due to a "mechanical issue with the plane". They didn't call, they only sent an email which I read half a day later when I had signal on my phone. By then we had already driven 150 miles to Homer. If they called and we knew in the morning, we at least could have salvaged the rest of our trip differently. And when I called, the lady who answered the phone said that this was the hard part for her to do, to tell people, as they call in, that their trips were cancelled. And then she added that this happens every year. What kind of business is this? They know they only have 2-3 months a year for this adventure, and they do not prepare accordingly with back-up parts for the season? She said they had to wait for some parts to arrive from the lower USA which would take 10 days. I'm sorry, but this was a human error, which per her statement, happens every year. It should have never happened, period. This was not a natural caused problem. I felt no remorse from the other line's voice, as if this was just business-as-usual. People are spending thousands of dollars to get there for this exact reason, to see the bears, they fly thousands of miles, they plan in advance, take time off, book hotel rooms, rent cars, make sacrifices, and then all goes to waste just like that. At some point I even wondered if this was a scam to resell tickets that were purchased cheaper in advance, for hundreds more during the season. But I don't think that was the case, I think the business was just very poorly managed. They offered 2 or 3 different numbers to call for availabilities with other companies, which I might add were over 50% more than we had already paid, and still, they were already fully booked with tourists that were cancelled by this company for which I'm writing this review for. So, it messed up 3 days of our vacation, wasted money on car rental, gas and hotel in Homer where we did not intend to be if it weren't for this activity, and we did not get to do what the reason was we went there to do.
Then I was told a refund will be processed automatically by them. That refund never came. 10 days later I followed up on it and I was told the request was put thru again, a week later never happened. I eventually had to have Expedia (thru which I made the reservation) get involved, which they did and took care of the refund quick and fast, same day I called. Kudos to Expedia! But my message is this: beware of this tour provided by Adventure Airways, you might have all the ducks in the row but be hit with an unpleasant surprise at the very last moment. It was unacceptable!
Відповідь від хоста
Oct 2024
Wow where to start?? Our number 1 priority is the safety of our passengers, we will always cancel a trip rather than putting passengers at risk. For a small seasonal business operating for a very short season having to cancel trips for any reason can be devastating. We certainly do not want to cancel any trips at all, but in reality sometimes we have to cancel for the safety of our passengers! We understand how disappointing it is when your trip doesn't get to go. When we have to delay or cancel we send out texts and emails (which we have determined works best in Alaska) as soon as possible to give passengers the best chance to do another activity. Alaska is a pretty remote place with spotty cell phone coverage if your phone doesn't have coverage to get your email it will also not have coverage to receive a phone call. We do have to cancel some trips every season, usually its because of bad weather that will not let us fly. Airplanes are mechanical devices, we try to mitigate any down time with thorough inspections in accordance with FAA regulations. Parts for planes are not readily available like they are for say a Ford Pickup and sometimes must be sourced from thousands of miles away which takes time. There is no possible way to stock the many thousands of parts that are needed to keep a plane flying. As far as refunds if you book with Viator/ Trip Advisor, they have your money, we do not. They pay us only after your trip is completed. We tell them whenever we have to cancel and they refund you directly not us. We have had cases where their refund does not go through for one reason or another and we have to try again but no matter what we will help you get your refund from them.