Dolphin Express Charters

Reviews

• ★ ☆ ☆ ☆ ☆
  Very disappointed with today's experience with Dolphin Express Charters. I booked one of the dolphin cruises almost 3 weeks ago as a part of my husband's birthday present. I originally chose the 2 pm cruise and I've arranged our day around it. 3 days before the cruise I received an email stating that the 2pm cruise has been cancelled and that we could participate in the 10:30am cruise if we were interested. I've moved our plans around and replied that we were going to be there at 10:30. Today we drove over 2 hours (horrible traffic) to Pensacola beach just to stand 30 minutes in front of an empty boat wondering where the captain and other participants were. We've called the number that was provided to us several times (no answer, we left a voicemail), and we've also sent out an email. We finally decided to head back and when we were already on the way back (we live in Mobile) we called one more time. Someone finally answered and informed my husband that the other family that was supposed to participate in the cruise cancelled and, therefore, the cruise has been cancelled. We were informed an email was sent to us at 9 am (an hour and a half before the cruise) to let us know about the cancellation. Needless to say, we were already on the road and the last thing on my mind was checking my email. Dolphin Express Charters webpage clearly states that there is a 24 hour cancellation policy. If someone cancels last minute, a refund should not be honored and the cruise should still occur. What is more, a dolphin cruise is clearly a tourist attraction and many people drive from out of town to participate so if anything like this happens, it would be nice if someone had the courtesy to give us a call instead of expecting us to read an email an hour and a half before the cruise. We have received a full refund so that is not a problem. The frustrating part is that we've wasted 4 hours of our day today in a car, something that could have been avoided had someone picked up the phone and let us know to turn around. We were offered to once again reschedule to an afternoon cruise which by this time we were not interested in. It is very disappointing to have our day wasted by a company with such great reviews (which is a reason I decided to go with Dolphin Express Charters to start with). All we've experienced today was lack of professionalism and communication.
  By Kasia Gabbard, November 14, 2017

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