Aquaduck Gold Coast — Attraction in Gold Coast City

Disappointing Experience with Aqua Duck - Poor Customer Service

I recently booked an Aqua Duck tour for my family, paying $169. Unfortunately, we were involved in a minor accident and couldn’t make it to the scheduled tour. When I reached out to explain the situation, I was shocked by the response from Gerry, the Operations Manager. Instead of showing any empathy, he dismissed our explanation as just "another story" and claimed he hears such "stories" all the time. His rude and condescending tone made an already stressful situation worse.

While I understand that rules and policies exist for a reason, a bit of understanding and polite customer service could have gone a long way. A goodwill gesture, like offering a discounted reschedule during a less busy time, would have been appreciated and encouraged us to try again. Sadly, Gerry seemed more interested in lecturing us on policies than addressing the situation with care.

Sophie, the receptionist, wasn’t much better. Her attitude was just as dismissive and rude, adding to the disappointment. It was heartbreaking for my kids, who were excited to experience the Aqua Duck, only to be met with such unprofessionalism.

As someone returning to Australia after 9 years, this experience left a bitter taste. Calling us liars was uncalled for and downright insulting. Aqua Duck’s lack of basic customer courtesy and compassion is a stark contrast to the warm and welcoming Australia I remember.

I hope the management reflects on this and improves their approach to customer service because such behavior tarnishes their reputation. For us, this was the worst customer service experience we’ve encountered.

Addressing AquaDuck's Response

Thank you for responding to our review. While I understand the importance of adhering to policies, I feel compelled to clarify some key points and highlight why this was not merely a "policy issue" but a matter of poor customer service.

Phone Call Timing: Your response states that we called “4 minutes” before the scheduled departure, but we actually called 6 minutes earlier. During the call, your staff repeatedly quoted the policy without offering any alternative solutions or showing empathy for our situation. This was not about us arguing the policy; it was about how the situation was handled.

In-Person Visit: We visited your office shortly after to demonstrate that we were genuine and not "making up stories." Instead of attempting to understand or assist, we were met with dismissiveness. While Gerry didn’t explicitly use the word "liar," he repeatedly mentioned, “We hear these stories all the time,” more than a couple of times. The tone and frequency of this statement were dismissive and implied disbelief in our account, which was unnecessary and offensive.

CCTV Footage: You claim that no inappropriate language or behavior occurred. If you are confident in this claim, why not release the CCTV footage with audio to let others decide? This would clarify whether the tone and remarks made by your staff were professional or not.

Focus on Rudeness, Not Policy: We have repeatedly acknowledged that we were late and were not asking for special treatment. Our issue lies with the rude and dismissive behavior from your staff, particularly Gerry. A little empathy and a willingness to find a solution, such as rescheduling with a discount, could have resolved this amicably.

Diversion Tactics: Shifting the focus to your policy in your response feels like an attempt to sidestep the real issue—poor customer service. This was never about the policy but about how we were treated during an already stressful situation.

We are not asking for policy changes or exceptions. We are pointing out that the experience left us feeling insulted and devalued as customers. This feedback is intended to encourage AquaDuck to reflect on the importance of polite, empathetic service.

Should you wish to address this matter further or release the footage, we’d be open to reviewing and updating our review. Until then, we stand by...

I recently had the pleasure of experiencing the Aqua Duck tour on the Gold Coast with my family, and it was nothing short of amazing! From the moment we boarded the iconic amphibious vehicle, excitement was in the air. Our adventure began on land, cruising through the bustling streets while our friendly guide shared fascinating insights and historical tidbits about the area.

The highlight, of course, was when we splashed into the crystal-clear waters of the Gold Coast. The seamless transition from land to sea was a unique experience that thrilled everyone on board. As we glided along the waterways, the panoramic views of the stunning skyline were breathtaking. It was a fantastic way to see the city from a unique perspective.

The staff was exceptional—professional, knowledgeable, and friendly. Their enthusiasm made the trip even more enjoyable. They engaged all guests, inviting children to take turns steering the vessel, which was a delightful touch and greatly appreciated by the little ones.

Before booking, we discovered they offer a special family package on their website, making it both convenient and affordable for families to enjoy this wonderful experience together. The package included everything we needed for a memorable day out, with options tailored for all age groups.

The commentary provided was both informative and entertaining, packed with local stories and interesting facts that enhanced the journey. We felt connected to the culture and history of the Gold Coast, enriching our visit even further.

The Aqua Duck was comfortable and spacious, providing plenty of room to move around and take pictures. Safety was clearly a priority, as demonstrated in the welcoming briefing and throughout the tour, ensuring everyone had a safe yet exhilarating experience.

Having taken many tours, I can confidently say that the Aqua Duck offers one of the most distinct and enjoyable experiences. It's perfect for families, couples, or solo travelers looking to explore the Gold Coast from both land and sea. The unique charm of riding in an amphibious vehicle, combined with the beautiful sights from the water, makes it a must-do activity.

Overall, the Aqua Duck tour exceeded my expectations and provided an adventurous day on the Gold Coast that my family won’t soon forget. If you're visiting and have time for just one tour, let it be this one. Don’t forget to check their website for the family package. You won’t regret...

Quacking Good Times on the High Seas (or Roads)! We hopped aboard the Tuesday 10:30 AM amphibious adventure – and let me tell you, it was a splashing good time for the whole family! Seriously, if your kids are bored of just walking on dry land, this trip is the perfect cure. One minute you're trundling along the road, blending in with regular traffic, and the next you're making a grand, wet entrance into the water. Take that, boring old cars! Our guides, Aaron and Tracey, provided commentary throughout the trip. Once we were on the water, you could move around a bit and get a mini-tour of the marina. The entire trip lasted about an hour. But the absolute, undisputed highlight? Our kids got to drive the amphibian in the water! Yes, you read that right. My little ones, at the helm of a massive, road-and-water-conquering beast. It was like a scene out of a cartoon, and both of them absolutely adored it. And to top off their newly acquired "amphibious driving" skills, they even got a certificate at the end. Move over, driver's ed – this is where the real action is! Aaron and Tracey were genuinely amazing, and you could tell they loved their jobs, which made the whole experience even better. If you're looking for a hilarious, unique, and utterly memorable family outing, we definitely recommend this one. Just be prepared for your kids to ask if you can trade in the family car for an...