ComplaintsforMauna Loa Helicopters

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid 762 usd for private helicopter tour with mauna. We book flight from ******** to ***** specifically for this tour. Our trip with them started at ***** am and we come to their office at *****. Our plane from ******** arrived at 9:00 am. When we came, lady in office said to us sitting on the chair. After 5 minutes she said give my girl document, scan it, and then take my ID. *** got call with my friend and in this time she talking about trip with my girl. After my call, I saw how she try to force my girlfriend to sign some documents. I said that I must first see what is there. And she explained that you have to sign a document to cancel the tour. I asked to explain the situation. She said that you have just arrived and there are 36 minutes left before departure and your money is lost. Goodbye. I began to get angry. We spent about 20 minutes in the office. She talked about the tour, then scanned the documents and eventually told me to sign the refusal documents. To our requests to call the management, they said that they make all decisions and we must leave their office. Maybe it's because we are from *******. This is strange, because we had a personal helicopter and no one was waiting for us. I understand that they did not plan to carry out the service in advance It was a 30th anniversary gift and we spent a huge amount of money to get to the island and enjoy the beauty. holiday ruined. We buy another tour for double price.

  

  Business response

  02/02/2023

  On November 3rd 2022, the customer arrived ****************************** threshold time. They were explained to that due to their tardiness the pilot has the option to cancel or shorter their flight time because we do not want to disrupt the rest of the days schedule. Our check in policy is as stated:

  Late Check-in/No show:
  All passengers must check-in with a valid photo ID no less than 40 minutes prior to their scheduled flight time. Any passengers not checked in by 40 minutes prior to flight time will be considered a cancellation and billed for the full amount of the tour.
  Passengers who miss their scheduled flight time due to a late check-in will be charged a fee of $100 if they are able to reschedule.

   

   This policy is given to the customers via confirmation email, an dis also listed on our website during time of booking.

  The customers were unhappy creating a delayed check in which unfortunately ended in us having to cancel the tour. We offered to reschedule them, but they only wanted to fly that day. They opted out of rescheduling.

  The customer was not respectful to our staff. At the time we did our best to assist the customer but we do have to follow our policies and tight time restrictions.

  
  I have attached a snip of our booking notes. I also attached the confirmation email that was sent to the customer, and a snip showing the  customer opened the email.

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