Glacier Park Boat Company

Please see attachment
Quite often tour tickets are purchased in advance at Glacier Park Boat Company ticketoffices in various locations. This is the first complaint we have received regarding theclarity of information provided to ensure a customer arrives on time at the boat dock fortheir scheduled...

tour as well as cancellation/refund policy information.Standard operating procedures require ticket office staff to ask customers to arrive no laterthan 20 minutes prior to their scheduled tour as the vessel starts loading 10 minutes priorto departure. Ticket office customers are also given a copy of the cancellation policy whichclearly defines refund and cancellation details.[redacted] did purchased tickets at the Many Glacier ticket office on July 15, 2016 for a9:00 a.m. boat tour on July 17, 2016. Since she purchased tickets in person at the ticketoffice, she was well aware of the parking situation, construction and the distance betweenthe parking lot and the ticket office at the boat dock.When she purchased the tickets she admits she was told to arrive early and she received a"yellow piece of paper that they staple to a receipt." The "yellow piece of paper" is theCancellation Policy and the receipt (which it is stapled to) clearly states "seats may beforfeited 10 minutes prior to departure" not "a note asking you to get there 10 minutesearly."Ms. [redacted] states "it was asked that we show up 10 minutes prior which we did. When wegot there we had to make our way thru a bus load of tourist blocking the one door to theentrance to the lodge. We stopped only to use the rest rooms and made our way to thedock.'' This clearly indicates she and her party arrived in the parking lot 10 minutes beforedeparture. Since she was previously at the location 2 days prior she was well aware of thedistance and time required to make her way to the ticket office. It was also likely that she
was asked to arrive at the dock 20 minutes early, not 10. We also received informationfrom the dock that there was a call for [redacted] at 8:55 a.m. with no response and they did notreceive word from [redacted] until 9:10 a.m.It is unfortunate that Ms. [redacted] missed the tour she had planned but in an effort to make itright we did offer her seats on the next tour which she acknowledged in her complaint,however she did decline our offer.Standard business practices, especially in the hospitality industry where services and/ordeposits are paid in advance, include cancellation fees or forfeitures of monies paid.Whether a business resells a service, room or fare due to a customer not showing up fortheir reservation is not "morally and ethically wrong'' as Ms. [redacted] states, but rather astandard business practice of utilizing space and or/services available. Once again, we didoffer Ms. [redacted] another tour since she missed her scheduled tour.To provide a solid foundation of the information "Ms. [redacted] received, attached please findcopies of a cash register receipt, our Cancellation Policy, information notes from the dockand Ms. [redacted]' tour ticket with the works "no show" and "later boat" written on it.Please contact me if you require further information.Sincerely,
Barbara B[redacted]Vice-PresidentEnclosures