Reply from Andean DiscoveryMar 18, 2026
Hi Susan,
Thank you for sharing your experience. We’re glad the destination resonated with you, but we’re sorry that several aspects of the service fell short. A last-minute booking, such as yours at 28 days prior to departure, can significantly limit internal flight options, which we will strive to communicate more effectively in the future. Because much of the Patagonia portion operates as a group transfer rather than a private transfer, exact pickup times depend on coordinating with other guests at different hotels, and delays outside our control can occur.
Our program includes an all-inclusive meal package paired with guided excursions though we understand that some travelers prefer an a la carte approach, and we are actively exploring ways to offer more dining flexibility within the package constraints of our providers.
Regarding your delayed flight out of Buenos Aires and subsequent late arrival in El Calafate, that same day and upon your request we provided a quote for a private transfer the following Monday to Torres del Paine to help recover the Perito Moreno excursion, and we want to be transparent about the exchange with our On-call Operations Specialist on Saturday night 2/28/26.
We’re improving our pre-trip communications too to set clearer expectations about breakfast windows, pickup times, and how delays may affect schedules. We’re also examining transfer and excursion scheduling to better accommodate delays and last-minute changes.
If there are other specific items you feel would be appropriate to discuss, we’re open to continuing that conversation. We appreciate your insights as we continually refine our approach to better serve future guests. Thank you again for taking the time to provide your valuable feedback about the trip.
Warm regards,
Andean Discovery Travel Team
