Pangaea Adventures

Thanks for reaching out with the heads up, and for the opportunity to address this matter. I have been in (civil) communication with [redacted] since the day of the tour. My office manager and I both took a hard look at his case and we each ultimately failed to find justification for his...

refund. I am a fair man, and do issue refunds where they are warranted, like when equipment fails or when something that is within our control is overlooked; however, this is not one of those instances. I have reread the description many times and am having trouble understanding how we can further disclose that our guests will not be anywhere near the glacier during this tour. We make it be known that guests will be about 12 miles away. Parts of the glacier are indeed tucked back around the corner and out of site, but on a clear day, such as the one that [redacted] experienced on September 10th (which are typically rare this time of year), I assured [redacted] that when looking to the north from the terminal moraine out by Heather Island, that he was staring directly at the north fork of the Columbia Glacier. That view of that branch of the glacier is undoubtedly unobstructed, but ultimately, that's beside the point. The tour information speaks nothing of visiting or seeing the face or glacier, but instead tries to feature the ice that has calved off of the glacier and drifted 12 miles out to the terminal moraine. Given this key point, for us to issue a refund to a guest complaining about not being able to see the glacier (even though he could), would be an unfit and even dangerous precedent for us to set. We make significant efforts to inform all of our guests that the face of the glacier is not where we operate or what we feature. We do this because we don't want to mislead our guests, as that would not do any good for anyone. Us included. I've been running this same tour for 8 years (and it was being run for many years before me), and it is important to note that this is the first formally written complaint/refund request we've received for this specific matter, where the guests feel that they'd been misled. Therefore, we strongly believe that we are not typically viewed as in the business of deceiving people. Instead, we pride ourselves on running an upstanding, fun, safe, and informative outfit. We really are sorry and regret that [redacted] did not fully appreciate his experience with us, but given the existing tour and information, we do not believe that we misled him or his group members, and therefore, we do not believe a refund is in order. Thanks for hearing me out there. I hope it helps. Please let me know if there's anything else I can do for you.