Franz Josef Glacier Guides — Attraction in South Island

This was a very good experience despite (or because of) our need to cut it short. This excursion had been planned for some time and we were looking forward to it. We reviewed everything on their website so knew, more or less, what it would consist of. Upon arrival we checked in without any issues, and eventually were given a "step test". It's simply two very tall steps up and two down. It's a fair test, to a point. I'll discuss that in a minute. We next went into the changing room, and put our non-essentials in a cubby, and were provide waterproof pants and jacket, beanie, socks, boots and a small red bag with crampons. All of this was explained in detail so there were no misunderstandings. The people were helpful, friendly and patient. The walk to the helipad was longer than I thought, but not bad... perhaps 400-600 meters or so. Eventually, we're all on the helicopter and we're off. As stated by other reviewers, if you're not in the front seat, then the outside view is, uh, challenging. It was hard to get any shots that didn't have parts of people or helicopter window frames in it. And it was a short ride... I timed it at about 6 minutes. The view was fantastic, as you might imagine. The process of getting everyone off the heli and safely suited up, with crampons in place, went fairly quickly. Then we were off! But, after perhaps only 10-12 meters up a very steep track, my wife realized she'd bitten off more than she could chew. She has an iffy ACL in her knee, had stepped over a large crack in the glacier and realized she didn't have the ability to shift her weight as needed to get over the crack. So, there she was, stuck! We yelled out (lots of helicopters are going to and fro, so, it was quite noisy) and eventually got the attention of the guide. He came down and assessed the situation and we told him we couldn't continue. (My wife wanted me to continue, but I wanted to stay and make sure she was ok.) He passed us off to another guide whose group was waiting to leave after their adventure. She was great, too. She was extremely helpful in getting my wife back down the steep track, and worked with the organizers to find a flight returning that had an extra 2 seats. (The one we eventually got had 3 empty seats, so we were good.) The whole experience was actually quite good and still memorable, but maybe for other reasons as well as flying to a glacier and walking around on it... briefly! Haha. So, I can highly...

Can't speak to the quality of the actual excursions since we didn't go. This review is simply about the questionable business practices.

Prior to arriving in Franz Josef I booked an Ice climbing tour with this company for an 8hr trek/climb on the glacier. The day before as I was contacted via email informing me that the tour had been canceled due to weather. It also said our tour would be rescheduled to our convince or if we wanted a refund we would have to call. I called as soon as I arrived at our Hostel.

On the phone I inquired about the full refund and rescheduling opportunities later in the week. We discussed the weather being poor and I was told that if I rebooked I would be given the same 24hr notice email if the tour was canceled again. I agreed to rebook and determined that if the tour wasn't canceled we could circle back to Franz Josef.

The day before the tour arrived and I didn't receive an email. Upon checking the weather however I noticed that the forecast was still bad for Franz Josef so I called. I was informed that the current tours had all been canceled and that the likelihood of my tour being canceled for the following day was 50/50. I asked about the 24hr notice I was promised and was told they wouldn't be able to commit to canceling until our lift off time from Franz Josef at 7:15am the next day. This was completely contrary to what I had already experienced and had been promised. I inquired about a refund and they said they would only be able to refund me 50% since the tour could still happen even though as I previously mentioned the weather forecast was the same as when they canceled my initial tour.

Long story Long, I had to drive 7hrs back to Franz Josef overnight to be told in person that the tour was canceled due to the rain/weather, that was clearly predictable, and refunded my money. Before that, they offered me a 15min trek on the glacier for twice the price of a normal 15min tour I could have booked through any other company in advance. I swiftly declined and was refunded. While I am glad they take people's safety as a top priority, If they had been transparent about the cancelation process for the tour I would have never rebooked. In the end, if there is even the slightest chance of rain on your tour date, don't book unless you're spending multiple...

Be prepared to pay extra if using a card. They charge a transaction fee on top of your bill, and your bank will also charge an additional fee (was charged and additional $45 from our bank). Paying in cash is the better option.

As for the tour itself, while it was an incredible experience, there was one issue that could have been avoided. Our guide, a blonde woman who had only recently started before June 2024, led us through a very narrow crevice. It seemed like the senior guides staged a rescue exercise for her training, using our group as the scenario. I was small enough to fit through, but my senior citizen mom got stuck, with her ankles caught in an awkward position. She was worried that following the guide’s instructions would break them. It took a while for the guides to widen the crevice and free her, allowing the rest of our group—who were all bigger than my mom—to pass through.

We understood the risks before signing up, but we had specifically asked if my mom could safely participate. The crew assured us that as long as we followed the guide, we’d be fine. My mom is reasonably fit—she has completed the Ben Lomond hiking trail—but this situation felt unnecessary. If they needed a rescue exercise, they should have chosen someone more robust, not someone at higher risk of injury.

That said, the company’s safety protocols were otherwise solid. They took great care in ensuring proper use of crampons and keeping the most vulnerable participants closest to the guide. However, this experience taught me that while guides are trained professionals, participants should not rely solely on them for safety. Trust your own instincts—if something feels unsafe, speak up or step back.

Would I recommend it? Yes, but with some caution. Be aware of unexpected challenges, and if you have any concerns about fitness levels, ask detailed questions before booking. Most importantly, don’t blindly trust the guides—use your judgment to assess risks for yourself.

From this experience, I will never completely...