The key take-aways from my narrative below:
1) They advertise for the Classic Tour that you will get "3 HOURS WITH THE BEARS"
1A) We only had 5-10 minutes with mother/cubs at 1st location, and about 5 minutes
of real viewing time of another mother/cub that was hiding in a ditch at a 2nd
location. We wasted 30 minutes hoping to see more of her.
2) They will tell you that "At Alaska Bear Adventures, bear viewing is not a sideline activity, but the main event."
2A) On the day of my trip, we had paid for "3 hours with the bears" and got 5-15 minutes. For us, bear viewing was definitely the side act.
3) When I started to express displeasure about the poor quality of our experience, and asking about a partial refund, these people started to make technical excuses to try to spin this experience as being worthy of the money I paid for me and my girlfriend.
4) This trip is like a defective product scenario Defective products are going to happen, but when it does, you expect that the company to refund you, or replace the item.
4A) This company has been unwilling to acknowledge that our 5-15 minutes of actual bear viewing time, is UNWORTHY of the 3 hours that we paid for.
4B) This comes down to basic customer service. I can acknowledge that not every bear viewing trip will be a 5-star experience, but when a customer tells you that they did not enjoy your product, your response as a business should be, "HOW CAN I WORK WITH YOU to resolve the matter and EARN YOUR BUSINESS AGAIN IN THE FUTURE?"
5) I realize that Mother Nature is unpredictable sometimes, but this company wants you to believe that you will actually get a lot of time to view bears. If you get significantly less time than the"3 hours with the bears", that you paid for, they will tell you that "Technically, you did see bears."
*Update*:
8/3/2016
After over 1 hour pleading on the phone, and since this review was posted, their offer to reconcile has increased to two confirmed seats to go back out, which would be very nice to try. My girlfriend will not be able to make that, as she was vacationing from Texas, and because I lost my job and must leave Alaska, I will also be unable to rebook. I trust that most people attending this tour are on vacation, and returning to Alaska would not be feasible. I am seeking a lesser cash value than the offer for 2 rebooked seats; I've been told that cash refunds are not possible.
And now, for my story:
A friend went to Katmai with Alaska Bear Adventures (hereafter referred to as ABA) about 6 years ago. She raved about them; I even recommended people to ABA based on her
So I paid for a trip with ABA for my girlfriends "Welcome to Alaska" trip, because I knew that the bears would make her trip so memorable. I hyped up the trip to Katmai to her A LOT
We landed (at about 8:00am) and immediately had a chance to watch a sow and her three cubs, clamming on the beach.
We sat for about 5 minutes watching this; it seemed that the money we spent was going to be worth it. And then the trip went downhill from there.
After 5 minutes, the pilot/guide from the other plane (Tom), brought a 2nd group up and his loud approach seemed to scare her 3 cubs into the meadow with her. The pilot/guide of my plane (Jamie) said to Tom that he made too much noise. Tom brushed off the claim.
We walked the beach after this, and after 2 of the 3 hours we paid for, we had seen 5 minutes worth of bears. We landed in the plane at a second location. As soon as our group got out of the planes, the bears ran away. One customer asked, "Why did the bears run off so quickly?" Jamie responded by saying that the bears at this location were not fond of people.
For the next 30 minutes we stalked this skiddish bear, and it felt like a complete waste of time, because she did not want to be found. After the 30 minutes of chasing, it was now approximately 11:15pm. The guides ushered us back to the planes, and I thought that we would move to a third location so that we could finally get the quality time with the bears that we paid so much for. Right as we were buckling into our seats, a male bear popped out onto the beach, but the guides plan to take us back to Homer without informing us, was
already in motion. We didn't have time to watch this last bear. (Side note: Now that I have been complaining to ABA about the amount of time we got with the bears, ABA has tried to suggest to me that the bear we saw right before take off, might count towards some of our time viewing bears. What a joke!! That bear was so far down the beach, that no pictures were taken of him.)
I've been researching the reviews on social media outlets. I have told ABA that I believe that many of the poor reviews I have read about them are often unjustified. What I am upset about is that they advertise "3 Hours with the bears," and that is far from what I got. read more