Burt O’Neil and his group of
12 from Albuquerque got bad
news when they arrived at Costa
Rica’s Playa Ocotal Beach Resort
in June. Visibility had been severely
affected by a red tide (a phytoplankton
bloom) for three weeks.
O’Neil says, “Neither the dive
operator nor Adventures and Dive
Tours who booked our trip bothered
informing us of the condition.
[Once there] they told us
that rarely would any diver be
medically affected by the decaying
organisms … and since the ‘red
tide’ was usually from the surface
to 20 feet, we could still see something
below 20 feet.”
Visibility never got better than
15 feet. One diver developed a skin
reaction, and O’Neil says, “I felt
nausea going through the thick
opaque blood rust layer of decaying
plankton. My wet suit reeked of
dead fish.” One day O’Neil substituted
a tour in the rain forest for
$70 and did not receive a refund
for the lost day of diving.
Jeffner Allen (Newfield, NY)
prepaid for ten dives at a
Tanzanian resort last year, but
arrived to find impossible diving
conditions. She requested a
refund, but didn’t get it, so she
left the resort anyway. She was
unable to get restitution from the proprietor, her credit card company,
or Travel Guard (her travel
insurance carrier) because she
changed her plans and “the merchant
did not have the opportunity
to render services.”
Should a traveling diver
expect refunds when Mother
Nature renders diving difficult or
impossible? We asked hundreds of
dive operators about their policies
and thousands of Undercurrent subscribers
about their experiences.
Refund policies range from quite
liberal to downright stingy.
At Sam’s Tours in Palau,
Micronesia, if one misses dives
because it’s bad weather or unsafe
or uncomfortable to go diving,
manager Dermot Keane says, “We
happily offer refunds, credit, or
make-up dives, and allow our
guests to choose their solution, …
even if it’s a prepaid package. If
booked by a travel agent, the
guest can get a letter of credit to
present to the agent for a refund,
or can apply the refund against
other purchases. Adds Keane, “As
a consumer, I would not do business
with an operator that would
not willingly offer me a bad
weather refund.” He advises,
“Customers should only choose
operators with reasonable policies.”
From the operator’s point
of view, says Keane, “While no one likes lost income, the real measure
is how well you do over time.
Risking your long term service
reputation to make a fast dollar
today is not wise.”
And, how’s this for a liveaboard
policy? If Nautilus Explorer
(Vancouver Island in the summer,
Baja in the winter) has to cancel a
trip due to weather, they’ll refund
the entire charter fee and reimburse
clients for any “change fees”
from the airlines.
The best reason to offer
refunds or make-goods? Repeat
business. Ask Deborah
Telesmanic (Potter Valley, CA). A
few years ago she and her husband
were on a Blackbeard’s liveaboard
that returned to Miami
from the Bahamas two days early
because of a hurricane. She told
Undercurrent: “The Blackbeard’s
Miami staff met us at the dock
and helped make evacuation
plans and get us to the airport.
They sent us refunds for the
missed days with no prompting.
We put the refunds toward another
trip with Blackbeard’s.”
On another trip, Blackbeard’s
got only a few miles out before the
captain decided the seas were too
rough and turned back. “What
clinched the decision,” says Geri
Roberts (Verona, NY), “was nearly
losing two passengers overboard
when the seas swept across the
stern. … We were given our
money back and spent the week
on the boat [in port] using it as a
B&B. My husband and I did a lot
of local diving, and our refund
check was waiting in the mail when
we arrived home!”
Explorer Ventures went the
extra mile (literally) for Ken and
Diane Nash (Richmond, VA). Just
before their August trip on the
Turks & Caicos Explorer, Ken’s
mother had a car accident, but
seemed to be doing well so they
joined the trip. When word came
that her condition had weakened,
captain Ian headed to shore and
arranged for a friend to take them
to the airport. Ken’s mother
passed away shortly after they
returned. “If it had not been for all
the things that these wonderful
people did for us we might not
have made it home in time,”
Diane recalls. She also points out
that none of the other passengers
grumbled about possibly missing a
dive while the trip was interrupted.
The Nashes have booked another
trip with Explorer Ventures, which
gave them a credit for their interrupted
August trip.
Some operators accept
responsibility when conditions are diveable but substandard. Lowell
and Margo Greenberg (Palos
Verdes Estates, CA) were on the
Tahiti Aggressor last year when
wind and waves prevented the
boat from leaving the atoll for sites
outside, though they could dive
the wrecks inside the lagoon. The
Greenbergs were given free vouchers
for a future trip on one of four
Aggressor boats, which they have
since used.
Policies differ between
Aggressors, however, because they
are owned independently. Arch
McNamara (Ambler, PA) was on
the Kona Aggressor last year when
the captain suspended diving operations
on several days, though the
seas “were never more than two to
three feet,” McNamara maintains.
“I did only fifteen dives,” he says,
not many for a live-aboard week.
Recompense? The captain offered
the passengers a 50% break on
Nitrox charges.
Many operators provide
refunds for unused portions of
dive packages cancelled due to
weather. Tom Kaczmarek (Jersey
City, NJ) prepaid the Club Med
on San Salvador, Bahamas for a
six-day package, but lost two dive
days to rough seas. He received a
check for one third of his prepayment
four weeks later. “Unless the
prepaid package is heavily discounted,”
Kaczmarek believes,
“dives canceled by the dive operation
should be refunded. …
Prepaid packages are advantageous
to the operators for cash
flow and resource management.
If they want folks to continue to
purchase them, they should provide
refunds.”
Some operators offer vouchers,
no refunds. Scuba Bimini Dive
Resort offers a diving credit valid
for one year. Corinna Wegerer at
Buddy Dive Resort (Bonaire)
leaves herself wiggle room. “We
strive to offer additional boat dives
to catch up with any missed boat dives. However,” she adds, “if all
fails, we would certainly in the least
offer our guests a future credit.”
The problem with such policies,
of course, is that the diver has
to return to the resort to get the
credit. Would you return to
Bonaire or Bimini to get a few
“free” dives you paid for last year?
Manta Ray Bay Hotel & Yap
Divers owner Bill Acker says, “If the
weather, or illness or any other
thing prevents a guest from taking
part in prepaid activities, we handle
it on a case by case basis.”
Generally, he voids a prepaid package
and then charges á la carte for
the activities the guests use. Acker
encourages guests to purchase trip
insurance to protect them against
such problems, but most don’t
bother, he says, “And then the
problems begin.”
Substituting alternate dive
sites or activities is another
approach. When Ginny Berson
visited Aventuras Xcalak-
Chinchorro (on Yucatan’s Mayan
Riviera) the weather was so bad
the owner took her and the only other guest to Cancun, put them
up in a hotel, and tried to take
them out from there. When that
proved impossible, he “took us to
various cenotes and we dove
there,” Berson recalls. “That trip
turned out to be a bust,” but
Berson is philosophical about it.
“While I would have loved to have
been offered a refund or credit
toward future diving,” she said, “I
don’t hold it against them (the
operator isn’t in control of the
weather) and it’s a risk we take.”
And, to us, it sounds like the operator
made a noble effort to provide
diving.
On Kauai, Bubbles Below
offers full refunds if they’re unable
to make their half-day 2-tank charters,
but if they have to cancel their
full day open ocean crossing to
Ni’ihau, they expect the divers to
join a 2-tank trip, and refund the
difference in price. If weather stops
both, it’s a full refund.
While visiting Cayman’s Brac
Beach Resort in 2002, Kent Kossoy
(Chesterfield, MO) found himself
in the middle of Hurricane Lily,
and dives in his prepaid packagealready discounted because of the
time of year – were cancelled.
During the storm, the resort
opened the bar. Afterwards, they
offered a daily afternoon dive and
one night dive free. ”It did not
make up for all the dives missed,”
says Kossoy, “but it helped.”
Kossoy, something of a hurricane
magnet, was on the Aqua Cat
live-aboard out of Nassau in
August. With Hurricane Frances
looming, the Aqua Cat embarked
for Exuma on a Saturday, with
promises of diving through
Wednesday. But Monday, the
Captain announced they would
return to Nassau the following
morning to secure the boat. “For
two days,” says Kossoy, “we watched the crew secure the ship and get
things ready for the next week.
Two and a half days before the
storm, the crew was given the day
off to visit the waterpark at Atlantis.
Kossoy recalls: “We were also given
passes to Atlantis, not a divers’
Mecca.” When Kossoy requested a
refund for his lost days of diving,
the first person he spoke with was
of no help, but he later talked with
sales director Peggy Purdy who
offered him a 75% discount on a
future trip. The lesson here: don’t
stop negotiating until you’ve gone
all the way to the top.
“I would not do business with an
operator that would not willingly offer me
a bad weather refund.” |
Bill McGrath (Chandler, AZ)
differentiates between land-based
operators and live-aboards. He says
if an entire live-aboard trip is cancelled
due to weather, “the operator
will not incur significant costs,
like fuel, and I think that I should
receive a refund of that portion of
my fare.” On the other hand, he says, “If the boat were onsite, and
conditions made diving impossible,
that is just the luck of the
draw; the operator spent the time
and money to get me to the site,
and that’s all I really contracted for.
The boat payments have to be
made; the crew has to be paid,
despite the conditions.” McGrath
says “If someone cannot deal with
uncertainties like this, either get
travel insurance or take up crocheting
instead.”
Tom Conlin, who operates
Aquatic Adventures in Plantation,
FL, gives a tour operators perspective.
“Sometimes I’m between a
rock and a hard place.” When
running his whales of the Silver
Bank expeditions, he notes, “Weather is directly related to the
type of in-water encounters we can
expect” we are in remote areas
dealing with possible problems
that are out of our control. Asking
the operator to guarantee the
weather is taking the responsibility
of the operator too far. This isn’t
Sea World, the show isn’t at 11
and the whale isn’t Shamu.”
Says Clay McCardell of
Explorer Ventures, “We are not
self-insured; in other words, we do
not pad our package prices to be
able to provide refunds or credits
to people if a trip is delayed due to
weather. We urge everyone to
obtain trip insurance, not only to
cover themselves for weather-related
delays but also cancellations in
the event of injury, illness, a death
in the family, airline connection
problems, and the like.”
There are steps you can take to guard against operator cancellations.
Travel in peak seasons
(there’s a reason rates are higher
then – conditions are generally at
their best). Get cancellation policies
in writing – they’re not always
in brochures or on websites.
Compare the cost per dive of prepaid
packages vs. pay-as-you-go diving.
The prepaid discount may
not be enough to offset a lost day
or two of diving. Buy travel insurance,
but check the fine print. You
may be entitled to only partial
reimbursement for lost dives and
getting a refund is a hassle. And if
you feel you’re owed a refund, do
your best to negotiate with the
proprietor before you leave. It’s
harder to recoup your losses later,
especially once you’ve signed a
credit card slip.
A Few of the Good Guys
Besides those quoted, other
operators told Undercurrent they’ll
refund for cancellations due to
weather. They include:
Dive Barbados, Abyss Dive
Center (Marathon, Florida Keys),
Island Adventures (Key Largo),
Florida Reef Divers (lower Keys),
Baja Expeditions, Pepe Scuba Dive
Shop (Cozumel), Maui’s Octopus
Reef and Ed Robinson’s Diving
Adventures, Dive Makai and Jack’s
Diving Locker (Kona), Discovery
Diving (North Carolina), Provo
Turtle Divers (Turks & Caicos),
Parguera Divers (Puerto Rico),
Reef Encounter & Compass
Cruises (Cairns, Australia), Dive
Rota and Kosrae Village Ecolodge
(Micronesia), Beyond The Reef
(Yap), Dive Kiribati (Christmas
Island) and several Grand Cayman
outfits: Cayman Diving Lodge, Red
Baron, Eden Rock, Neptune
Divers and Aqua Adventures.
There are doubtless plenty of
others. It’s always best to check such
details in advance.