Complaints

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• Initial Complaint

  Date:18/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello officer,
  
  I’m writing to seek help from you. I tried to contact the owner a few times within the last 3 weeks and got not any response.
  
  Transaction date: June 28, 2023
  The business committed: get a full refund if we do not see whales
  Ticket: CAP-T51145183 and Booking reference: CAP-29739681
  Time : September 2nd , 2023 - 9:30 am
  Email: ************************** 
  1. Extremely Unfriendly:
  We spoke with one of the captains on the way to the meeting location and told him that we might be a little behind because the GPS led us the wrong way, so we asked him to wait for us for a little bit longer time. We were only 10 minutes later, but he had left already.
  
  2. This company's behavior violates consumer rights. Besides, they treated us differently from other customers:
  We saw that our zodiac boat was full when they were back. Passengers disembarking from the boat told us that there were no empty seats on the boat during the whole cruise. The owner had no right to give/resell our seats to others if he refused to give a refund.
  The receptionist told us that the same situation happened before, and the customers could get refunds. Why cannot we get a refund? It's not fair and we will not accept it.
  
  3. The owner's irresponsible behavior caused our losses:
  We waited for a long time to get to speak to the owner face to face. We told him that we would leave the next afternoon, so moving us to the next morning was the only option (There were seats available the next morning when we were talking to him at noon). He agreed, but he didn’t add us to the morning seats immediately, he said would get back to us later and left. He finally replied to us by email in the evening and gave us only one option which was 5 pm the next day.
  That time was impossible for us, so we refused the option and asked for a refund. The owner never replied to us since September 2nd.
  
  Please contact me if you have any questions, email is more convenient for me.
  ***********************.
  
  Thanks

  Business Response

  Date: 19/09/2023

   This customer missed our departure time , 3 zodiacs boats departed, they received 3 emails , 1 on confirmation, 1 a week before and 1 day before with address and instructions that they must arrive 30 minutes prior to departure to prepare.
  

    Our zodiacs departed with 34 of 36 passengers, 1 boat missing 2 passengers.

   

   They signed a 24 hour cancellation upon booking the tour .

   these tours are full and seats held for these passengers and never resold as not possible at tour time departure.

    We have a schedule to run and our tours can not depart an unknown time late , with customers arriving after tour departure time .

   these seats were not replaced , and excursions the next day were cancelled due yo wind was why they were unable to transfer to the next day , which we would have considered had there been extra space available.

   

   This customer is trying to circumvent the policy the signed when booking the tour and not arriving for departure time 

  Customer Answer

  Date: 20/09/2023

   I am rejecting this response because:
  
  
  I'm not satisfied with this owner's response.

  1. This owner didn't tell the truth. We were there, we were standing on the shore of the harbour and watching the 9:30 boat coming back. We saw the boat was full and also spoke with that unfriendly captain when he arrived. Besides, we double checked with passengers, and they told us that there were no empty seats available. Every passenger whoes departure time at 9:30am on their tickets that day can be our witness. We believe what we saw and what the passengers told us.
  
  2. The receptionist girl who was this owner's daughter knew our situation clearly, and she said that we should get a refund.As the owner’s daughter, she had no reason to lie to us. Why did this campany treat us differently? 
  
  3. We are so confused, shouldn’t this company had predicted the cancellation and notified next day customers about the cancellation in advance? They should tell us the truth and made refund instead of pretend to offer two seats that are highly likely to be canceled next day to us. Thank god we didn’t accept it, otherwise, we would waste another day. This behaviour of fooling customers is against business ethics. 

  4. We‘ve drove for 2 hours to arrive the harbour and only 10 mins late. They could have chosen to wait us for a little bit longer (it was not catching a flight), and they knew why we were late and knew we would be arriving soon, but they chosen to leave without any hesitation. We didn’t see any nice behaviours from this company.
  
  This company should not only refund us but also apologize to us for their bad behaviours.