Hello 914laurensc, Thanks for your review. We always take our clients' feedback seriously and do our best to implement change when necessary. On the flip side of that coin, we do not feel that your review is a fully accurate or fair description of our interaction. First off, let us make it very clear that we are terribly sorry that the road to Norway and the train were closed for several days while you were in the area. We know that this was a very unfortunate situation and that it added frustration to your visit. We agree with the fact that you tried to call us after hours and that we did not answer your call when it came in. That said, I personally tried to call you back a few minutes later and did not receive an answer so don’t think it is right that you should say that we were unavailable to help. The next day, you called us again and spoke with one of the members of our office staff for nearly an hour. She spoke with you and your friends in detail about our cancellation policy and tried her very best to explain to you that this policy reflects our partner’s policies and that we cannot change them. After trying to reason with you for nearly an hour you asked to speak with the owner – so our owner gave you a call. He spent nearly 30 minutes reiterating the fact that we genuinely wanted to help, but that our partners who provide the activities you booked had a strict 14-day cancellation policy and that we would not be able to offer you a refund. During our call, we also mentioned that we would be very happy to help you make a claim with your travel insurance company. Sadly, you did not have travel insurance which is always a nice layer of protection since it can be difficult to predict unexpected events. This is a very important part of traveling, and we always recommend this to anyone who books activities with any agency. Now let’s discuss the promise you refer to in your review. Here is a copy of part of the email that we sent you on the 29th of January: "We realize that you have called several times and that you have sent email several times, and I’m sorry it’s taking us a while to get back to you. That said, there are lots of people contacting us at the moment due to the road closure/train closure. We’re doing our very best to respond to everybody in a timely fashion but obviously, this takes a bit of extra time. As I promised you on the phone, I will do my very best to speak to our partners and see if they would allow you to change your booking to another day in the future. Once you know the dates that you plan to travel again please let me know and I will do everything possible to help." As you can see above, the owner of our company promised to speak to our partners and see if they would consider making an exception for you and your friends – which he followed through on. We are truly sorry that you did not like the outcome, but this does not change the fact that we stuck to our word. We also want to point out that we asked you to please send your dates of travel so we could try to help. This information from you was sent to us 5 days after we requested it. In turn, our email response was sent to you 5 days after we received your new travel dates and while this may not be an ideal response time, you would have been able to call us on our phone line in order to get a quicker reply Finally, we want to make it clear that we also offered you several other solutions including discounts towards future trips with us in an effort to make this right and to show you that we did in fact care about you and your friends. Sadly, you did not mention any of this in your review. Thanks again and best of luck in the future!

Thank you for you review and for traveling with Visit Abisko. We are sorry to hear that you did not enjoy your trip with us recently and that you felt the experience under delivered. We would like to address some of the points that you raised in your review. As the only fully licensed transportation company in Abisko it is not true to say that we are an unprofessional organisation. All of our drivers and guides are fully qualified and have many years of experience of driving and guiding. Our customers are extremely important to us, and as you can see from the majority of our other reviews, our employees often go above and beyond to deliver a exceptional experience to our clients. Our Great Aurora Chase is one of our most popular tours and regularly allows our visitors the chance to spot and see the Aurora even when conditions are challenging. During your tour it seems that you were taken to one of our locations close to Lake Torneträsk. This location would have been chosen by the guide after making an assessment of both the weather forecast and the actual conditions that he was observing that evening. The Aurora is a natural phenomenon and as such, just as with any wildlife watching tour, seeing the Aurora is never guaranteed. We can however guarantee that our guides will always try and maximize our guests' chances of seeing the Aurora, to the best of their abilities. We hope that you enjoyed the rest of your trip and welcome you back to Abisko in the future.

Hello Lesli F, Thank you for taking the time to leave this feedback. We are very pleased to know that you enjoyed your time with your guide. Per Anders is a great asset to our team and we always love to read positive feedback about his work. We will be sure to pass on your kind words ☺ We are terribly sorry to learn that you had a hard time getting in touch with us. We checked all the phone numbers on your booking confirmation and can confirm that all the numbers you were provided are in good working order and are in service. We suspect that you may have inadvertently misdialled or that the country code might have caused problems as this can often be the case when calling numbers outside of your home country. We are also sorry to learn that you accidently chose the wrong pick up point when making your reservation. Our team is always keen to help with mistakes like this but it looks like your email must have come in after office hours, which would have likely meant that you got a response the following day. Thanks again for visiting us. Please know that you are always welcome in Abisko and that we look forward to meeting you again in the future.