Sea Rocket Fort Lauderdale Parasailing — Attraction in Fort Lauderdale

Tour operator simply didn't show up.

Update

In response to the reply from Sea Rocket below - unsurprisingly you clearly haven’t even read my complaint. Of course it was cancelled, I thought it would be hence why I was calling you from 7am. Repeatedly I was told “it’s still going ahead” by your own agents; even at 10:02am after the scheduled start time. It’s bizarre that you’d try to blame customers who were proactively trying to contact you for hours, being repeatedly told by your own employees that they had no idea what was happening. Weird that your texts “weren’t going through” and yet I received automated feedback request texts from you. Total shambles - no way I’d feel safe in your hands going forward.

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I booked and paid for a 10am slot several days in advance and on the day we were experiencing some bad weather. So I emailed at 7:30am asking for confirmation. I then called at 8am &spoke with someone who said they couldn't see any cancellation notice but they would contact the tour guide and have someone call me back before 8:30.

No one responded to my emails or called back which was frustrating but since there had been no cancellation notice we assumed it was going ahead & drove down to the Marina where we arrived by 9:35am.

When no one had shown up by 9:50am I called & was told that the booking was still active & going ahead & that I should wait. It seems odd that they couldn't contact the tour guide directly to ask their ETA but I did as asked and continued to wait.

When no one has showed up by 10:02 I called back and was told they had no good answer as to why no one had shown up. I was told there were other people listed on the booking with us and that it was still showing as active. I was then told that they couldn't rebook as we didn't pay for their trip insurance policy(?!). To be clear, as per their policy, trip insurance covers a refund (rather than the standard rescheduling) in instances where they cancel a trip due to bad weather. I do not think I should need to have trip insurance to cover me in the event of them simply choosing not to show up and not bothering to tell me.

I was told that it would be escalated and someone would call.

By 10:30 when no one had shown up or called we left.

It is my wife's birthday, we have taken PTO days to do this & it's so upsetting that our morning was wasted in this way; stood on a dock in the rain.

Had they notified me of a need to reschedule due to weather this would have not been an issue & I'd have been more than happy to reschedule & make alternative plans but to just ignore us all day and let us drive down there and spend money ($50!) on parking and then just not show is beyond disappointing.

It's unfair to ruin my wife's birthday & have "no good answer" as to why, especially when I had been proactively trying to contact them all morning.

I finally got an email from Wyatt, saying that they tried to text me before 9am to cancel due to the weather but the text wouldn't go through as it was an "invalid UK number". My booking confirmation confirms that this is not the case as the correct (US) number is listed. Also listed on my booking confirmation is my email address which they chose not to try despite supposedly finding themselves unable to text. My number would also have been recorded on their CS system when I called them at 8am asking for an update. It would have also been recorded at 9:45am and again at 10:02am when I called asking why no one had shown up for our 10am slot. Both times I was told that the booking was still showing as active in the system... 2 hours after they claim they cancelled it and tried to text me.

Also very interesting that despite me calling and emailing several times between 7am and 12:30pm, and getting no response from anyone, it was only when I posted a trip advisor review at about 1pm that suddenly, within the hour, Wyatt was magically able to find my email address and get in touch.

As of yet I've still had no confirmation that I will be refunded my money. It's been disputed with my card...

Echoing my wife’s review of our experience where our tour operators never showed up.

They are ignoring our refund requests privately whilst responding in public with lies to try to avoid accountability.

So unprofessional to lie and say that an incorrect number was provided when we have screenshots of the booking confirmation with the correct number (and email address which you could have also used to contact us if you were supposedly not able to text) is clearly visible.

Even if that were true (it’s not), my wife was calling from her phone from 7am - did it not occur to you to try calling her back on that number if you have were so keen to get in touch?

And why did your own customer service employees that we spoke to 3 times from 7am have no idea that it was cancelled? Why were they telling us it was still going ahead even after the start time had passed?

Why did we even get a “we hope you enjoyed your experience” email and text message (see screenshot) from you after our slot was over if the system had been update to reflect you cancelling the trip?

How did we even get said text message if the incorrect number was given? So all of your text messages didn’t go through except the automated ones directly from your system?...

It was an amazing, EXHILARATING "First Time and I will be back!" Loved the Captain and his First Mate!!!! They were an awesome team and put my fears to rest at the first Hello & Welcome Aboard! They were Very Professional and demonstrated in their actions that they were experienced and ready to show everyone that we were in Good Hands! I First Trust God and on the boat I trusted them and all was smooth Parasailing!!!! P.S. The apprehension I initially felt soon left when I saw the confidence in them and their humor took the edge off of me soon flying higher and higher. I'm 64 years young and when I visit Florida again I'll also be back with friends and family to experience Parasailing with Sea Rocket!!!! If I can do it so can you and I have a fear of heights! Thank You God! Thanks Sea...