Thanks for your time in writing the review.
1)First message reply to Louise your hiking partner: we wrote we had no availability for the 29th of August and neither for the 30th of August from Redbank to Alice Springs. Reconfirming your booking for the 31st of August as scheduled.
2)Next message to Louise your hiking partner: (Realising that we could you use another vehicle and driver to the job) We offered the chance of an early transfer on the 29th of August, (that is why suddenly we had availability, that in those 5 minutes, involved in a phone call to another driver asking for availability ) however that would have been considered as a new booking. Reminding you that there won't have been refunding for the original booking. Then asked for your confirmation.
You confirmed that you would have arranged your own transportation.
We replied at that point to confirm your cancellation for the 31st of August.
Your reply at that point has been not to cancel as you might have stayed at Redbank until Wednesday.
Then got a call that you would have come back earlier.
The driver and vehicle you saw the very same day, was scheduled for other jobs, booked in advance and for us would not have been possible to drive all the way to Redbank to pick you up, as that would have delayed us 1 hour on our schedule, picking up other passengers from different locations.
Once you were back in town, you called me upset asking for a refund. Which you couldn't have.
As written by text, as agreed during the booking (you actually have to tick a box where you have read and accepted Terms and Conditions in order to proceed with the booking), after receiving the confirmation of your booking with again written terms and conditions where in clear black and white there is written that our cancellation policy is 100% !
It has absolutely been your choice to cancel the booking; we haven't kept you in the dark about anything. Therefore your choice to lose your money has totally been up to you. We tried to organise a new transfer, but of course at a cost. We are not a shuttle service that drives empty, and every day, we do the jobs when booked.
If you had been so careful reading and getting yourself informed about other company charges and cancellation policies, you could have done the same with ours. Or even better booked directly with a different company offering better conditions to you.
Over the phone, I told you to think about this as when you book a flight and decide to come back on an early or later date different than the one you booked you would have to pay for a new flight or eventually get reinbursed if the cancellation policies allow refunds.
Airport transfer.
On your e-mail sent us on the 27th of June, you asked us if we could have organise an airport transfer aiming to be at the airport by 1 pm on the 31/08.
Our reply has been to ask the driver on the way back to town about it, if we wouldn't have any other jobs lined up we could do that, and you could have paid on the day $70 cash.
That is the price we charge everyone, and the reason we ask to pay $70 cash is that: first, we don't know if we will have availability to do that (if we have other jobs lined up, we can't - see above), so it is a last-minute decision as you wouldn't have been the only person on the bus on the way back from Redbank, and second, we don't have an EFTPOS machine on the bus.
Many of our clients prefer to be dropped off at the CBD and then get themselves a taxi.
As mentioned over the phone with you after the transfer, we could have sent you an invoice, as we did for many clients who requested it.
Again, even for the airport transfer, we have been very clear via e-mail, and in your written reply, you did not mention anything about black money or ask for an additional invoice for that. (oh yes, by the way, we keep all our e-mail, and text correspondence)
Over the phone conversation we had, and after explaining to you again, all the reasons for our cancellations policy (the same one you most likely never read but were clear for you to read everywhere) you had the arrogance to mention you studied business and I shouldn't run mine as I do. I hope you graduated with the best grade, however, I bet you never run a business. When you'll do, let me know how successful you'll be. I wish you all the best.
You did threaten to leave a bad review (obviously you did, not receiving a refund), I am glad you did, so anyone now can read my reply too and understand why they should Outback Elite Tours. We have not hidden any costs, we tried to find a solution and have always been very clear on everything.
All the best,
Filippo Gelada
Outback Elite Tours