Where to begin?!
So one Thursday afternoon in Townsville, my fiance and I booked ourselves in to skydive with Skydive the Reef Cairns the following Saturday. Not as simple as we originally anticipated. We were utilizing a discount code they had, therefore had to book ourselves in separately (thus paying 2x booking fees). We called to ask if we could book it over the phone together but were told simply "no".
After booking, we spent the Friday (day before the dive) in the rainforest (and therefore had no phone reception) but found the cafe where we were staying had wifi, so I checked my emails to find one from the Skydive Australia head office asking me to call them as soon as possible regarding the booking. I emailed straight away (and marked as important) that I was unable to call as I was in the rainforest, but could they advise me via email what the issue was? 3 hours later (now 2 weeks later) and I received no response.
The following day was dive day. I called the Cairns office as soon as possible and asked what the issue was. The girl on the end of the phone (who sounded like she couldn't be bothered) simply said can't find your booking, come in before 10:30. We arrived at the office at 9:45, they eventually found our booking and said that they've been having problems with the website not transferring customer details to the system (it poses the question, if they knew there were issues then why couldn't we book over the phone?) and were asked to come back at 11:15.
We arrived back at 11:15, sat around for around 30 minutes before one of the staff advised that the regular pilot has gone down to mission beach and there was a new standby pilot who was familiarising himself with the sky. We were told we could leave and they would call us shortly to let us know what was happening. 3 hours later we received a text saying our dive was cancelled for the day and we were to contact them to arrange to rebook or a refund.
On the Monday, we went to the store at 1:20pm to find that they were CLOSED!
On the Tuesday, my fiance went in to discuss our options with the manager. When he asked if we could be provided with any compensation (e.g. a discount off of the dvd) he was told no, because this happens all the time. When he asked how long a refund would take, the manager said she didn't know. Makes you think, who is running this operation?!
Finally we managed to re-arrange our skydive, almost a week after we originally booked. Initially, the girl over the phone TOLD us we had to do it at 7am. Eventually she told us we could do it at 9:30.
9:30 the following day and we arrive at the office, once again. We spend 5 minutes checking in and are told to come back at 10:45. We arrive back at 10:45 and wait. And wait. Then wait some more. Then wait again. It's now almost 12pm and we're still waiting. The instructors turn up, we're asked to get on the bus...then asked almost immediately to get off because there's no drive. As it transpires, it was windy and therefore our dive got postponed whilst they watched the weather, but this information was not relayed and we were simply left sitting there.
Finally we set off, and the dive instructors were awesome! The dive itself was INCREDIBLE!!
To summarise, we had an absolutely incredible jump would skydive again in a heartbeat...but NOT with Skydive Australia or any of it's subsidiaries. From losing our booking, to keeping us in the dark, to the manager not even knowing basic information....it just seemed like the whole organisation is a joke. Obviously the target market for an organisation like this is travellers, it just seems like as long as they get your money they don't care about the level of service provided. Simply put, I have never received customer service from anywhere as poor as this! I implore you to book with someone else.
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