The short one hour tour to the Dinosaur footprints was fantastic. It is a special experience to... read more
Thank you for your question and comment, we take all feedback very seriously and we pride ourselves on providing exceptional customer service. We are a 100% family owned and operated business and we all take great pride in... More
Thank you for your question and comment, we take all feedback very seriously and we pride ourselves on providing exceptional customer service. We are a 100% family owned and operated business and we all take great pride in what we do so to receive a comment like this one is very disappointing to all of us and I trust that this reply will assist to clarify the apparent confusion that you may have experienced. When touring with machines, occasionally for the safety and comfort of our passengers as well as the preservation of our hovercraft, tours are cancelled due to inclement weather or necessary repairs, just as aircraft, helicopters, boats and bus tours are grounded for similar reasons. All of our customers affected by such a cancellation are offered the option to relocate to another tour or a refund. We place utmost priority on these customers during such times to minimize inconvenience and any disappointment caused. As our tours are scheduled on low tide to ensure we are able to see the 120 Million year old dinosaur trackways on every tour we do, and to experience the amphibious flying nature of the hovercraft going over both tidal flats and water, our tour times each day are tidal dependent. As opposed to our Scenic and Prehistoric Hovercraft Tours that go every day (tour times differ depending on the tide), our Sunset Hovercraft Tours operate approximately one week out of every fortnight – when the low tide coincides with sunset time. Because we get out of the hovercraft and have the gourmet canapés and the sparkling wine on the ocean floor, that was up to 10 m under the surface only hours before, watching the sun set, we can only do this when the tide is sufficiently out. This is why we were unable to relocated you to a Sunset Hovercraft Tour as the evenings are currently too high a tide. Unfortunately there appears to be some confusion regarding this question/ comment which concerns me greatly as we believe that customer satisfaction is a direct reflection of clear communication. My name is Rebecca and I am the owner and General Manager of Broome Hovercraft and I am the “daughter of June”. I pride our business on our timely and customer orientated contact with all customers that may be affected by a cancellation. It is our company policy to do so hence I am in no way denying the business having made this effort as suggested in your comment made, completely the contrary, we pride ourselves on our effort to keep in contact with customers in this situation. Relocation options were offered to you when contact was made regarding the cancellation of your tour, upon check in to your hotel, however none were confirmed by you at the time of discussion. Having not provided a valid mobile phone number, follow up attempts were made to gain your decision by way of leaving messages with the reception desk at their hotel (method of first contact), the in room phone extension and with the hotel tour desk staff. Calls were even made to the third party, Sydney based travel agent that you booked our tour through, in an attempt to find an alternative contact method for you. Because we were having difficulties reaching you, due to no Australian mobile number being provided and no response to our messages, we held 4 seats on two of our tours (two of the relocation options provided to you) in case we received your confirmation back at the last minute. This is our busiest time of the year and to hold seats (and not sell them) equates to a substantial financial investment on our behalf. We heard back from you at the conclusion of both of these tours on that day, and I was therefore unable to offer you that option as the tours had finished. Further tour time options were offered on subsequent days; however these were unable to be confirmed by you as you needed to check your itinerary details. We take all feedback very seriously and always use both positive and negative comments to continuously improve our business. We strive for an exceptional customer service rating and to prevent a similar situation arising we are altering our minimum contact requirements when an Australian mobile number is unable to be provided at the time of booking, to ensure alternative contact methods are guaranteed. As you have now accepted one of our other relocation options, a morning tour due to the tides, we are looking forward to welcoming you on board and trust that you will experience firsthand the brilliance of our tour, the superior competence of our team and understand why Broome Hovercraft has received the TripAdvisor certificate of excellence 5 years running and been award recipients in the Western Australian Tourism Awards finals. I trust that this response has clarified any confusion regarding tour availability and outlined the efforts that our team went to, albeit unrecognized, to gain your superior customer satisfaction.