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Review content:
Worst customer service ever. The day started with the shuttle driver being rude to us for being in the wrong pickup spot. We were exactly where we had been told to be at 9:45 and right on time. We should have taken that as a sign because it just went downhill from there. We waited an hour for our flight to leave once we arrived at the Boulder airport. The flight was fine - 20-30 bumpy minutes on a tiny plane. But, we expected this. Once landed, we were rushed to a bus line and given several instructions in a loud, crowded terminal. We were told to be back for our flight back by 4:15. From that point on most of our visit to the canyon consisted of standing in lines - and it was HOT! But, again, we could deal. We knew it was going to be hot (hello Grand Canyon!) The standing in line was miserable and no fun, but we just made the best of it. Each stop consisted of a good 30-45 minute wait in line. The food was terrible. Lukewarm, tasteless and WAY overpriced.
What sent us over the top was when we got back to the terminal to get our flight back to Boulder City. We were there before 4pm. We had to sit on the hard, dirty floor because it was so crowded. We could find no one with our airlines to tell us where to go or what to do. So, we did what we'd done the entire day - waited. 4:15 came and went. We attempted to ask at least 3 times what was going on and no one would give us a straight answer. Finally, my friend was able to stop an employee of Grand Canyon Airlines and get an answer, which was the winds are too strong to fly, we're not sure when they can come back and get you. We said, ok... what about a bus? And her response was there are no buses. She was short and rude and acted as though we were putting her out by asking her questions! She said yeah, I wanna go home too. Really? So, we proceeded to wait, sitting on the hard dirty floor, in a crowded terminal and watched the other airlines continue to collect their passengers and fly back. They apparently could fly because of the type of plane they had. The employees of Grand Canyon Airlines had their window and door closed so that none of us could see them or talk to them. We continued to wait. The employees then just left! There we were at the Grand Canyon with no cell service with no idea of when or if we were going to get to leave and the employees just left us! We waited 2 hours before someone finally showed up and said oh, sorry... winds were bad. At that point we were just so thankful to get out of there! It was very unnerving to think we were at their mercy with no other way out.
Once we got back to Boulder City, they then informed us it was going to be at least a 45 minute wait for our shuttle back to Las Vegas. At that point, we couldn't take it anymore. We went up to the desk and asked to speak with the manager. She was in the back, but told the girl at the desk to tell us she was off. No one could help us they said. We demanded to talk to someone. They called an Andrea, who spoke to at least 3 very upset and angry passengers and basically said sorry I can't do anything. The manager present (who was ""off') then says, you can leave in the shuttle or in the back of a cop car.
Needless to say, it was a nightmare. We are still pursuing a full refund for the completely poor customer service and rude treatment we received. DON'T USE THIS COMPANY!
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