Thank you Courtney for taking the time to leave a review about your recent Airlie Adventure experience with us. We also appreciate your time on the phone to discuss your feedback in further detail.
Being such a small, personalised tour, communication with our guests is such an important part of our overall experience, from both a safety and a guest interaction perspective. We pride ourselves on offering exceptional customer service from start to finish so it is disappointing to hear that you felt you didn’t receive this during and after the tour. Please rest assured that our staff care greatly for the welfare and safety of our guests.
Our team do sometimes make their commentary a little more light-hearted between the seriousness of the safety and equipment briefings so we are sorry if it came across in any other way than a little light hearted humour. Of course we encourage all guests to leave a review of their experience as it important to us as a small family run business that we understand the experiences and expectations of all our guests, both good and bad. We have long-held the #1 position on TripAdvisor and obviously we are very proud of this, but this has come about after many years of actively encouraging our guests to leave feedback and provide an honest rating of their experience with us.
With regards to the weather, we always advise guests of predicted conditions, whether that be in the briefing, on collection from their accommodation, or when weather conditions are not so ideal, we advise guests prior to the day of travel. On the particular day you travelled there was an offshore breeze, however conditions for the Airlie Adventure were suitable given the protection from the South Easterly winds in Pioneer Bay, where the tour operates.
As part of the check in and booking process, we do ask people if they have any existing medical conditions so we can determine the suitability of the tour, based on the given conditions. Our procedures always include advice in the days leading up to the tour if conditions for the day were not ideal for travel and every guest receives our confirmation email, as you did, noting our terms and conditions, levels of fitness and to advise us of any medical concerns. We are flexible in offering refunds if guests are unable to travel due to existing conditions, weather, or any other considerable factors as we only ultimately want the best experience all round for our guests.
The inference of ‘speed is your friend’ is contextual in referring to the briefing, which outlines the best way to handle the jetski and maintain steering control in varying conditions. Our jetskis are governed on their speed for safety purposes so that is not an issue, merely the narrative was explaining how best to control the jetskis.
Our guided tours are very popular and a big part of that is because of our knowledgeable guides…they know the best places to see turtles and other marine life, they share information on the beautiful Whitsunday Marine Park, 74 Islands and Great Barrier Reef, they take photos of your adventure and try their very best to ensure everyone has a fun, memorable adventure with us!
We would welcome the opportunity to have you join us again one day and hope you enjoyed the rest of your time in the beautiful Whitsundays.
