it was a long trip from heron island to Kangaroo island, so we may have structured the trip differently so it was not so long. Also, we would have stayed longer.
Travel Company CommentsDear Beth,Thank you for your feedback and I’m sorry to hear you considered parts of your holiday not to satisfaction. I’m pleased you enjoyed our recommendations and the majority of the destinations you visited on your holiday. I would like to address your comments about our proactiveness in notifying you of possible changes to your itinerary as a consequence of the bushfires currently devastating Australia.Prior to your arrival in Australia, I had not contacted you about the fires as there was no present risk to your itinerary as it stood at that point in time. However, I did respond to your question about whether it was still a good time to travel with information about the fires currently in that region. I also advised in this email that your tour in the Blue Mountains had been affected, but the advice from the company was that the tour should be able to proceed by the time you arrived in the Blue Mountains. I advised that I would be in contact should the situation change and it was no longer safe for you to visit the Blue Mountains. I received no response to this email.We were also monitoring the ever-evolving situation in the Blue Mountains in the days prior to your scheduled arrival. My colleague had called the hotel 3 days in a row to receive updates on the current situation. They advised on the day that you were scheduled to arrive that they were still open and you could safely access the hotel, they had advised that if you had breathing difficulties not to travel into the region but as they were open, no refunds would be given. My colleague called you first thing that morning to advise this – you advised that your family had no breathing difficulties but still would not be likely to go because your activity had been canceled. My colleague mentioned that you were grateful she had got in touch with an update.We had also called the activity provider 2 days earlier. They advised that it was too early to make a call and they would be in touch should they need to cancel the tour. We made sure that they were aware where you were staying so they could call you directly – they assured us they would. Also, as per our final itinerary email, all refunds would be dealt with during office hours.You were also advised during your phone call with my colleague of alternative activities for your time in the Blue Mountains. There are also alternative activity suggestions listed at the end of your final itinerary document, which would have provided some alternative suggestions for you. You were also provided with alternative activities suggestions for your time in Sydney, should you have chosen to spend your time there instead.It was then brought up on another call that you would like to leave Sydney and depart for Heron Island earlier. My colleague advised that we could look into this, but we would not be able to provide a refund for the canceled flights. I also looked into the availability and Heron Island was not available, so it would not have been possible.My colleague had a minimum of 4 phone calls with you over that weekend, actively trying to find a solution and advising you of your options. There was very little we could do, given the properties were still open and you chose not to go. You also did not take travel insurance, against our advice, which would have assisted you with the impacts of the fires. I am glad to hear that you enjoyed your time on Kangaroo Island and Heron Island. Thank you for choosing to use our services and I wish you well for your future travels.
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