Easter Island Add-on Tour

Reply from Exodus

Thank you for taking the time to share your thoughts regarding your Easter Island extension, Linda. We’re truly sorry that you felt the trips pricing did not match your expectations and we completely understand your concerns. At Exodus, we always strive to offer competitive pricing while ensuring that all aspects of the trip meet the quality and service expectations of our guests, as well as align with our Responsible Travel ethos. The costs associated with this extension reflect the services provided, including transfers, accommodation, guided tours, and the logistical support required. Still, we fully appreciate that you felt it did not represent the best value, especially when compared to arranging everything independently. In addition to your concerns about the overall value of the trip, we deeply regret that your transfer from your Santiago hotel was scheduled earlier than anticipated, which resulted in a longer wait at the airport before your flight. We can only imagine how frustrating it must have been to receive this information and while we are glad to know that you were able to source alternative arrangements to mitigate this inconvenience, we acknowledge how disappointing it must have been to face the possibility of waiting around at the airport, especially after an exciting adventure. Although the standard for this extension has been to offer a single transfer for all guests on the same day, we take your feedback seriously and will be reviewing this process as we want to ensure that future travellers have more flexibility, with the possibility of adjusting departure times based on flight schedules, so that no one is left waiting unnecessarily. Your feedback plays a vital role in how we continually refine and improve our services. Rest assured, we are committed to listening to our guests and making necessary adjustments to enhance the travel experience for our travellers and will take your comments into account to refine our offerings. We hope that despite the challenges you encountered, you were able to enjoy your time on Easter Island and found the overall experience enriching. We are truly grateful for your support and hope you will consider allowing us to serve you again in the future. Sarah Ahern ~ Exodus Product Manager  

Reply from Exodus

We would like to thank Eamon for his review, although we are very sorry that he was disappointed with the guide service on this trip. We appreciate that there is a difference between a tour leader and a local guide, but we expect that the guides we use will provide a positive experience for our clients at the sites they are guiding.  We understand that the first guide was feeling unwell on this day and that this may have affected her performance, but we nonetheless regret that this impacted Eamon’s experience. Whilst we were pleased to read that Eamon found the guide on day 2 to be engaged and knowledgeable, we regret that he was disappointed with the size of the group he guided and that he was required to speak two languages. We have updated the trip notes to include more information about this in order to help better prepare our clients for what to expect on the Extension, as we recognise that the set-up is rather different to those on our main tours. The prices we charge clients are reflective of the costs we incur, but in our flight-inclusive prices we also include an amount to cover the cost of flight related issues for which we may be liable in accordance with our obligations under the Package Travel Regulations. Our customer services team have written to Eamon in more detail regarding all of the issues he has mentioned. Malcolm Parkinson – Product Manager