Unfair refund policy. Their fault. We pay. - Simpson Air & Nahanni Mountain Lodge (Fort Simpson) - Simpson Air & Nahanni Mountain Lodge - 22条旅客点评与比价

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Unfair refund policy. Their fault. We pay.

Simpson Air & Nahanni Mountain Lodge的点评

2026年07月31日发布于: 海外

点评：Extremely disappointed—Avoid this company's unfair refund practices.In March, we booked the Glacier Lake Day Tour ($3,791 total) and paid a $1,895 deposit for a bucket-list trip to Nahanni Park.Due to severe wildfires, Fort Simpson was evacuated on June 28. As our July 24 flight approached, we monitored the situation closely. The Simpson Air website continuously displayed a prominent red banner stating all flights were not operating, and the Territorial Park remained under a wildfire/smoke closure advisory. Because we were in the Yellowknife area, we needed a few days' notice to safely travel to Fort Simpson and arrange logistics. We checked their website as late as Wednesday night, July 22, and it still stated they were not operating.With no updates and no contact from the company, we had to alter our travel plans and head to an alternate park without cell service.On our scheduled flight date (July 24), we checked our email in town and found a message from Simpson Air from that morning asking where we were. I immediately called and spoke with Garry. When I explained that their website explicitly stated they were not operating, he admitted that we were simply one of the clients they "didn't get around to contacting" after resuming operations.He offered alternate dates, but they were logistically impossible for our travel schedule back to Ontario, or had poor weather/smoke visibility odds. At no point during the call did he mention we would forfeit our deposit.The next day, we emailed to confirm our refund, only to be told they have a strict no-refund policy, even under these extenuating circumstances. They told us to claim insurance, but our insurance denied the claim because the flight technically operated.Simpson Air has refused to refund our $1,895 deposit, offering only a credit for 2027, which is useless to us as an out-of-province traveller. We received zero apology. They failed to update their website, explicitly admitted they forgot to contact us, and yet we are out nearly $2,000. Unacceptable customer service.Flight Details:Date: July 24, 2026Tour: Glacier Lake Day TourDeposit Forfeited: $1,895.00

翻译：极其失望——切勿接触这家公司，其退款政策极不公平。三月份，我们预订了冰川湖一日游（总费用为3,791美元），并支付了1,895美元的定金，准备开启梦寐以求的纳汉尼公园之旅。由于严重的野火，福特辛普森于6月28日实施了疏散措施。随着7月24日出发日期的临近，我们密切关注着事态发展。Simpson Air的网站上始终醒目地显示着红色提示信息，称所有航班均已暂停运营。该地区的国家公园仍处于野火/烟雾导致的闭园状态。由于我们身处耶洛奈夫地区，需要提前几天得到通知才能安全地前往福特辛普森并安排相关事宜。直到7月22日星期三晚上，我们才查看了他们的网站，上面仍显示公园暂不对外开放。由于没有任何更新信息，也联系不上该公司，我们不得不更改旅行计划，转而前往一个没有手机信号的替代公园。在我们原定的航班日期（7月24日），我们在镇上查看邮件时，发现当天早上西普森航空发来一条消息，询问我们身在何处。我立刻打电话给加里。当我说明他们的网站上明明写着已暂停运营时，他承认我们只是那些“恢复运营后没来得及联系”的客户之一。他提出了其他可选日期，但这些日期从行程安排上来说对我们从安大略省出发而言根本不可行，或者当天的天气状况或能见度也很糟糕。在整个通话过程中，他从未提及我们会丧失押金。次日，我们发邮件以确认退款事宜，却被告知即便在这种特殊情况下，他们也严格执行不予退款的政策。对方建议我们向保险公司索赔，但保险公司以航班实际上已正常执行为由拒绝了理赔申请。Simpson Air始终拒绝退还我们1,895美元的押金，仅提出在2027年提供等值消费券作为补偿；然而对于我们这些外省旅客而言，这根本毫无用处。整个过程中，我们连一句道歉都没收到。他们没有及时更新网站信息，还坦承自己忘了与我们联系。结果我们损失了近2,000美元。这种客户服务水平实在不可接受。
航班详情：
日期：2026年7月24日
行程：冰川湖一日游
被扣除的定金金额：1,895.00美元

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