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we went on a whale watching tour with your company on a clear and dry day and this tour was just awful. This tour spoilt our stay in Iceland. If this tour hadn“t been it would have been a perfect holiday.
You should inform all readers of your homepage that the tours are with boats that are not comparable to a cruise ship or ferry. You should inform all readers that about half of the guests will be seasick on the tour, vomiting all over the place and feeling awful. You should inform all readers that if they still want to go on the tour that they should take strong anti-sickness medication beforehand and not be surprised not to enjoy it. None of this information is found on your homepage.
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We are terribly sorry to hear that this was your experience of our whale watching tour and the effect it had on your stay in Iceland.
Thank you for contacting us to inform us about your disappointment and again thank you for the suggestion regarding the information on our webpage. We will take the matter into consideration as we are currently working on a new homepage and surely want our guests to be aware of the factors that can influence their tour.
Now I'm sure that you are aware that there are always good and bad days, and given your description and after consulting with the crew on board that day this was clearly one of the bad ones. Luckily there are in general much more good days than bad. By no means I'm trying to undermine your experience of this tour but I know for a fact that it is an overstatement that "about half of the guests will be seasick on the tour, vomiting all over the place and feeling awful". It surly can happen but it doesn't happen often and we do our best to prevent those situations.
We do our best to inform all our passengers beforehand if the conditions are not the best. Sometimes we cancel a tour while at other times we inform our passengers of what they might expect, suggest that it might be better to go another day even though we still sail out with those who want. We rely largely on the local weather forecast and our crew's assessment of the situations. Even though the weather forecast is most of the time right it sometimes fails and conditions are worse than expected -like happened on the tour you took with us.
I want to thank you again for giving you the time to write to us we truly appreciate it and will use your letter to do our best to improve our service both on the website and at our ticket office. It is an important reminder that we can always do better in informing our customers about situation and what to expect.
I hope that you will not let this stop you in visiting Iceland again and will let us have another change to make up for your disappointment of you former visit.
All the best,
General Manager of Elding