Our initial experience with Swan River Seaplanes was good as they were helpful and flexible when our initial booking in March 2018 got cancelled due to bad weather. HOWEVER, this is where the positive experience ends.
In August 2018 I re-booked our Rottnest return trip booked for 15 November 2018 – this trip was meant to be a surprise trip for my sister who would be visiting me from Denmark (the country) – and Dean from Swan River Seaplanes was well aware of these circumstances. About a week before (on 9 November 2018), I receive a call from them saying that, unfortunately, they have to cancel this booking as they do not have enough people for them to go through with this trip (which they can under their T&C’s).
I was naturally extremely disappointed as this trip was something that I had been looking forward to for many months as I couldn’t think of a more amazing way for me to take my sister to Rottnest Island. I really tried arguing my case to change this outcome and I also asked if there was really no way at all that this trip was going to happen and the answer to that was a clear no.
I was actually quite surprise that they just cancelled all together a week before and not just giving me a heads up and then allow for the potential of someone else booking on to the flight in the next couple of days. When I asked about this, the response was that they had no expectations of any such bookings happening as they have had literally no interest from anyone since they’ve started up this season – in fact, the lady from Swan River Seaplanes told me that they’ve had a really rough start to the year due to this lack of interest. So while she seemed to emphasise with my disappointment, there was really nothing that she could do about it and as a result they were going to refund me my money.
The day before (14 Nov18) the trip was supposed to have happened, I noticed that I was yet to receive my refund and I there for gave them a call hoping that this could somehow mean that the trip was happening anyway. This time, I spoke to Dean, who remembered our initial communication about this being a surprise trip for my sister’s visit from Denmark. During this call, I again asked if there was really no way that this trip was going to happen and the answer was the same as first time I spoke the them on 9 November 2018.
On the morning on 15 November 2018, on our way to Rottnest with the ferry (my alternative solution) my husband texts me “……guess what I just saw land on Swan River”???!!! We have a view of the Swan River from where we live and can see the Swan River Seaplane when it takes off and lands.
I can’t begin to describe the level of surprise this was to me (beyond jaw dropping) – HOW COULD THIS BE?????!!!!! – they had told me two times within the last 6 days that they had to cancel as they were struggling and have had no interest (except for mine) what so ever for flights on this day (or the whole week for that matter). My husband immediately called them to get an explanation; apparently someone had suddenly called and bought all seats on the plane for a private charter on this particular day (since I called them the day before – really????!!!!)………and how was this consistent with the message given by them a week earlier and the day before, that there was no way this trip could happen?????!!!!!!! Seems that it could – but I was at NO POINT in time given the option of purchasing all seats and then go ahead with the trip.
Seems the information and explanations provided and reality are two very different stories – but WHY would a business do this? If they had received an offer from someone to purchase all the seats AFTER my booking made, in August 2018, of only two seats, the very least they could do was to give me the same option instead of just giving me a song and dance about how they were struggling for business and how tough a start to the year they have had.
I can’t begin to express how furious this makes me! I don’t think, I’ve ever had a worse experience – and honestly I’m lost for words – but I’m hoping that the above clearly speaks for itself.