I tried several times to reach the coordinator, but she was unresponsive. Unfortunately, we were unable to make it to our booked tour because the bus from Calgary was delayed. The Aviator agent was very helpful and understanding, but unfortunately, the coordinator of 1A Scenic Route Tour by Banff Explorer was not. I kept trying to contact her, but by the time I was able to speak with her, it was already too late. I found her response unhelpful and her manner very rude. I understand that delays can happen, but I expected better communication and customer service, especially when we were making every effort to reach out and explain our situation.I deserve a refund at least half because I was paying a lot but haven't even use and enjoy.Sadly, we just stayed in Banff roaming around.
Thank you for the review, but there is one very important detail missing: YOUR TOUR DEPARTED FROM BANFF — NOT CALGARY. 😂 You booked a Banff departure and unfortunately did not arrive in Banff in time because your transportation from Calgary was delayed. We did not operate that Calgary bus. We did not delay that Calgary bus. We did not control Calgary traffic. And we cannot hold an entire scheduled Banff tour because one passenger is still travelling from another city. That would be like missing a flight because your taxi was late and then demanding Air Canada refund half the ticket because you “didn’t get to enjoy the airplane.” We understand that missing a tour is frustrating, but guests are responsible for arriving at the selected Banff meeting point before departure. As for repeatedly contacting the coordinator while the tour operation was already underway, our team assists multiple vehicles, drivers and guests throughout the day. Unfortunately, “my bus from Calgary is late” does not create a magic pause button for a Banff departure. And asking for “at least half” back because you never used the tour actually explains the situation perfectly: you never used it because you did not arrive for it. The bus departed. The driver worked. The seat was reserved for you. The operating costs still existed. We are Banff Explorer, not Calgary Bus Delay Compensation Services. 😂 We’re sorry you missed the experience, but blaming the Banff tour operator because your separate transportation from Calgary arrived late is simply blaming the wrong bus.
