Business ProfileforIsland Helicopters Kauai, Inc.

I called prior to booking because the online process doesn't allow you to select a time as other companies do. I was told that the online booking is just to hold a spot, the credit card isn't charged until checkin and that a specific time would be confirmed by email so we can choose to accept prior to the official reservation. I called back one day later to change the credit card on file and was told the previous card provided was already charged. The customer service rep offered to do a refund and then charge the new card today but after placing me on hold, her manager/owner said they couldn't do this. I said I would cancel the reservation and rebook with new card. They threatened that if I did this, they would place a note on my file to not allow future bookings for me. Seems odd and not customer service friendly at all. Their policy foesn't state anywhere that if you cancel, you are not permitted any future bookings.

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We do understand that you called our office and did not disclose that you were from ******, so our staff member did not reiterate our policy (regarding payment in full for international guests) when speaking with you. We apologize that they did not ask you where you were from at that time, however, after your call with our agent, you proceeded to submit a reservation request online. 

Our website clearly states (at least four separate times), that international visitors are charged in full at the time of submitting a reservation request. In order to submit a request with us, you are required to acknowledge that you have read and understood our Terms & Conditions which includes our policy that all international reservations are charged. Additionally, you were emailed and acknowledged your flight assignment which very clearly stated the amount you would be immediately charged. 

We try to be as transparent as possible, which is why you were presented with this information numerous times throughout the process of submitting your reservation request.

When our office manager was apprised of this situation, she reached out to you in hopes to rectify your complaint however you did not respond to her attempts to contact you.

To give you more insight on the credit card charges that we are assessed, we pay the card company every time we charge and refund a card. If a customer is refunded, we do not get that processing fee back. Therefore, in order to refund your card and then charge a different one, the fees would be significant for us with it being triple the normal processing amount.