ComplaintsforBlue Hawaiian Helicopters
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Complaint Details
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Initial Complaint
11/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On August 7, 2022 I called and made a reservation for the Kauai Eco Adventure Helicopter Tour for a friend, my spouse and myself for October 27th. When I made the reservation information was secured including asking for the weight of each of us. Nothing was mentioned at this time that if any of us weighed more than 250 lbs there would be an extra charge. I guessed at all of our weights. I received an email confirmation and no where on this confirmation did it say anything about there being an extra charge for passengers over 250 lbs.Closer to our departure from Georgia to our trip to ****** I called and left a message confirming our reservation. Someone called back leaving me a message, confirming our reservation. On 11/8/2022 I received an email confirmation that had a bold printed message stressing the importance of providing accurate body weights. Still no mention that if a passenger is over 250 lbs there is an additional charge. I called on 10/26/22 to provide more accurate weights and was told at that time there would be an additional cost due to my spouse possibly weighing more than 250 lbs. We could not cancel the reservation without being charged the cost of the flight due to it now being less than 24 hours. We arrived on 10/27/22 for our flight and weighed in. My spouse weighed in over 250 lbs and were charged the extra cost. I asked to speak to a supervisor and spoke to someone and refused to do anything to resolve the issue. This was my husband's birthday and his birthday gift was this flight. He was embarrassed versus enjoying this experience upsetting us all. I feel this business is hiding important information to customers and capitalizing on not providing full disclosure and using a potentially sensitive aspect of our humanity when doing so.Business response
11/28/2022
Please accept our sincere apology for the confusion regarding Blue Hawaiians Comfort Seat. Our comfort seat policy states that any person 240 pounds or more will be assessed a Comfort Seat Charge per person which is 50% of the general seat cost. This is for both comfort and safety for our guests and the tour. The booking was originally made for the guest in question of 215 pounds. At time of check-in, the guest weighed 250 pounds. While the policy was explained over the phone, we realize that our oversight was not listing clearly on the confirmation email.
We will be reaching out directly to the guest to confirm refunding the comfort seat charge.
Customer response
11/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
04/15/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Upon arrival blue hawaiian demanded an additional fee of $170 dollars for the trip even though this fee had been waived, months before. I have this in writing, initially I paid this fee, but decided to cancel the trip, as this fee was not disclosed earlier. Blue hawaiian broke the agreement we had by adding this additional fee. I would like full refund, including the additional fee I payed. Thank you.Business response
05/04/2022
To Whom it May ******************* goal is to make our guests experience easy and enjoyable,and we hold our teams and partners to a very high standard. The reservation was booked via a third-party, Viator. We confirmed that our booking partner has the most up-to-date policy for Blue Hawaiian Helicopters that was shared with you when you checked into your flight. In the spirit of guest service to our valued partnership with Viator and our guest, we will make a one-time exception for a full refund. We will reach out to the guest, ******************* and ****** to process payment.
Mahalo,
Alexa
*****************************
Director of Partnerships Blue Hawaiian
E: **************************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.