Reply from Quasar ExpeditionsApr 19, 2018
When passengers fly to the Galapagos a day or more ahead of our cruises, we have found that the best way for them to meet up with the rest of the group is simply to meet them in the arrival section of the airport, in this case at Baltra Airport. That is why in the final instructions sent to the this party we carefully pointed out that, “You will need to meet the group on Sat Feb 3rd at the Baltra airport near baggage claim. The flight is AV1634 arriving at 11:55 am. Puerto Ayora is an hour away from the airport.”
There is only one dock where all the cruise yachts leave from at Baltra Island. The reason we do not mention this to passengers in advance is to keep the instructions as simple possible and because there is no public transportation offered to single travelers, i.e. meet the group’s arrival flight at the baggage claim. We don’t want passengers thinking they need to get themselves to the yacht, which requires special transportation to the dock and then a dinghy to the yacht (which we provide for the group including these passengers). Baltra island is just big enough for the airport and even when passengers get confused we always find them and would not leave them behind.
When these passengers arrived on their own in Baltra, 3 days before their cruise, and had to get to a hotel that they booked directly, they took a 5 minute bus to the ferry, a 5 minute ferry ride, and then a 45 minute taxi ride to Puerto Ayora. We don’t understand why it was a surprise that they had to take this journey in reverse to return to Baltra airport. As a remedy we did offer to arrange transfers for these passengers, which they declined.
A great feature of a Galapagos cruise is that you cross from one island to the next at night, typically between 11 PM and 6 AM. That way you enjoy a full day of activities and don’t waste time navigating during the day, but typically while you are asleep. When yachts are underway there is always a bit of ambient vibration, just as there is ambient noise on a jet and we make no secret of this. We are sorry that the passengers did not sleep well. On some nights no crossings are necessary and the yacht spends all night quietly at anchor.
In case of flight changes we always ask passengers to give us the number of the hotel where they are staying on the night prior to the cruise so we can contact them if there are delays. Having tried calling US numbers in Ecuador, and especially the Galapagos, I can report that the calls to those numbers rarely go through. Unfortunately by the time Avianca decided to delay the flight we were not able to reach these passengers.
We very much appreciate this feedback and will look into ways to incorporate what our passengers tell us into continually improve our service.
Thank you for traveling with us!
Thank you,
The Quasar Expeditions' Management Team