PARK 9, CO
First contact: Female
API: Stated question.
Staff: Well, first we would just try to wait it out, but if it becomes a situation where we know we’re not going to be able to get you back out to finish your time we’ll issue you a rain check for your remaining time. And if that doesn’t work then we can give you a partial refund.
API: OK, great. So if the weather is too bad you guys give customers some kind of refund.
Staff: Yeah. Either that or if a rain check won’t work then we are happy to do a partial refund based on the time you did.
API: Well, thanks so much. I just wanted to make sure I understood everything before I arrived.
Staff: No problem. Thanks for calling.
PARK 10, FL
First contact: Male.
API: Stated question.
Staff: Um, so they do still climb in the rain and everything as long as it’s not too nasty. Just because when you’re under the canopy it’s not too bad. If it does get too nasty they will close down and just issue out a later date rain check.
API: Great. So, that’s like a partial refund to come back and finish?
Staff: Correct.
API: Well, thanks so much!
Rating: 7.5
Comment: Clear answer and got right to the point with a friendly attitude.
PARK 11, WA
First contact: Automated machine.
Answering phone: No one.
Rating: 4
Comment: I called three more times to see if I could get a human, but failed. Finally just went to the website and buried deep in the FAQ section was the weather policy. Any time you decide to make it easier for customers to find information would be great!
PARK 12, TN
First contact: Male.
API: Stated question.
Staff: Uh, they give you a rain check. And you can finish the course when you come back.
API: OK. What is a rain check?
Staff: A rain check? That means they’ll let you come back and finish whatever you didn’t finish.
API: Oh, OK. So I just pick up where I left off on the course?
Staff: Right. Exactly. Right.
API: Great. Thanks for explaining it. So when I come back I would just start where I left off?
Staff: As far as I know, yes.
API: Cool. Alrighty then. Just out of curiosity, do you operate in the rain at all?
Staff: Yeah, as long as it’s not heavy rain or thundering and lightning, then they’ll stay open.
API: Perfect. Thanks so much for your help.
Staff: Oh you’re welcome. Hope to see you soon!
Rating: 7.5
Comment: Patient and polite = high points.
1 Comment
I work as a tour guide/facilitator at a zipline course. The owners strive for several things: the participants’ health and welfare (safety), staff training (minimum two weeks), and a memorable experience. We never force anyone to do anything that we perceive as uncomfortable or beyond their skills. We strive to allow the participant to have fun, try things beyond the ‘normal’ zip experience, but never encourage dangerous or unsafe acts.
I enjoy your website and hope to learn more about our high adventure courses.