Hi Janina,
Thank you for taking the time to review your recent tour experience with us. Your feedback is very surprising, and we are very disappointed to hear the tour did not meet your expectations.
The aircraft you travelled in was a Cessna Grand Caravan which isn’t old nor is it shabby, so I find it difficult to make comment. We don’t normally fly the Cessna Grand Caravan on our tours however given the inundation of bookings at present, to ensure all visitors to Broome have the opportunity to experience the Kimberley during busy times, we utilise this aircraft on occasion. The seating allocation is determined by the weight and balance of the aircraft and whilst we endeavour to allocate couples in the 2-seat configuration, we can’t always achieve this. We also have a minimum legal height that we can overfly the falls at which still allows for spectacular views of the Horizontal Falls. Our full day tours are 12 hours in duration, our Buccaneer Explorer is approximately 6-7 hours long hence why we call it a half day tour.
Our Buccaneer Explorer is a 5-star experience and was recently awarded Viator ‘Best of the Best’ Top 20 experience in Australia & NZ based on guest reviews. As you are aware our tour encompasses the stunning Kimberley Coastline, Horizontal Falls, Buccaneer Archipelago with a stopover at Ardyaloon to experience an Indigenous Community and to share and learn about the Bardi-Jawi culture. The use of “Ordinary experiences, faffing around and padding out” is most disappointing and not consistent with the other 502 amazing reviews. Our most common feedback from guest reviews is “exceptional value for money” and this is something we focus heavily on including the extra small touches we provide throughout the day.
Ryan and Ollie however thank you for the kind feedback, they are much valued and very popular members of our team. They are also surprised and disappointed with your review as it appeared to them that you enjoyed your day.
At Air Kimberley, we pride ourselves on providing unforgettable guest experiences with exceptional customer service. We are also very passionate about supporting Indigenous communities and enterprises embracing the Kimberley country and culture across all of our tours, it’s a shame you were unable to appreciate this experience.
Please feel free to contact us if you wish to discuss this further. Hopefully we can look forward to welcoming you back for another tour in future to allow us the opportunity to meet your expectations and ours.
Warmest Regards,
Ash