Oh wow, what a lovely review to read this afternoon, thank you for taking the time to leave it. The view over the Great Barrier Reef is spectacular and we are incredibly fortunate to live in such a beautiful part of the world, and to be able to showcase it to so many travelers. Kind regards Kel

Hi Paul I can certainly understand your disappointment not being able to experience the reef as you had expected, and I will be sure to pass your feedback on to the Reef Operator you went out with, Down Under Dive, and I am only able to make comment regarding Helicopter portion of the trip as your review has come through to us at Nautilus Aviation. Unfortunately, at this time of year in the tropics the weather can vary greatly from day to day, even hour to hour, and can be disruptive to our operation at times. On the day you traveled the reef boats were experiencing rough seas and rain squalls associated with a weather system moving across the far north of Australia. Unfortunately due to this we had to cancel the Helicopter at short notice in the interest of passenger comfort and safety. Our aim is always to provide guests with the best experience possible and the cancellation of a flight is not something that we take lightly. We, like our customers, want all flights to proceed, however the duty of care for our passengers, Pilots and Crew are at the forefront of every decision that we make, and it was deemed necessary to proceed with the cancellation of the flight. Our customers are extremely important to us, and I am really sorry that on this occasion that we have been unable to proceed with the flight. If you are still in Cairns and would like to experience a flight please reach out to me, and I will happily offer you a discounted rate to have a scenic helicopter experience. Kind regards Kel kellie.grace@nautilusaviation.com.au

Hallo Mike, Vielen Dank für Ihre schöne Bewertung. Es war eine schöne Art, den Tag mit dieser Lektüre zu beginnen. Ich bin begeistert zu wissen, dass Sie Ihre Reise mit uns geliebt haben und dass unser Team Ihnen helfen konnte, unser unglaubliches Riff zu genießen. Vielen Dank, dass Sie mit uns fliegen.

Hi Dean I am so sorry to hear about your experience last Friday, it is definitely not how we want any of our customers to feel. Unfortunately I was unable to speak with you directly, as I was at the hangar trying to help re-accommodate the passenger who had been dropped at the incorrect location by her transfer company. As you mentioned there was a mechanical error on the day which was not discovered until the Pilot started up the engine here at the Hangar, which resulted in the Heli being unable to depart on time. Given the tight turn around times with the Reef Operator (1.5hr inc tender times), along with the times that we are authorised to fly, the Res Team knew that it would not provide you with any time at the Reef for snorkeling. I understand how disappointing it would have been to realise that this trip may not be able to go ahead, and I can assure you that the cancelation of flights is not a decision that the team take lightly, but the safety of our passengers is our number one priority, so all decisions are formed with this at the forefront of our minds. We, like you, want all flights to go ahead, however issues like this are unfortunately out of our control. You had mentioned above that you were speaking to a manager who was not interested in working a solution into your schedule, however, we did not have a manager working last Friday when you were in the office. I wanted to provide some context relating to this, as whilst we provide the Helicopter portion of the journey we are also working in partnership with the reef operators, and for the tour to operate we have to work within their schedules and availability, so whilst we may have availability on the helicopter, we are reliant on the reef partner also being able to provide their portion of the trip for you as they are not all operating 7 days a week currently. When you had spoken with the Res Team on Friday they had advised that they were able to cancel for a full refund, or they could rebook the trip the following to an alternative day for you. Unfortunately, we are unable to offer a discount to rebook due to the high costs of operating the Helicopter, the flight already being discounted to form part of the package with the reef operator, and the commissions paid to the OTA that you booked through - Viator. We just do not have the margin in play to be able to discount the trip further unfortunately. We are not in the business of upsetting our customers, and whilst I am happy to hear that you were able to take the trip in the end, and that you had such a great time, I am saddened that this has marred your experience. Our customers are extremely important to us, and I am really sorry that on this occasion you have felt let down. Please don't hesitate to reach out to me should you require anything further - sales@nautilusaviation.com.au Kind regards Kel

Hi phkc070408 Thank you for providing this feedback. I would love the opportunity to investigate this for you, however this feedback does not provide any details of your trip such as name, departure date, location of trip or which journey you booked with us. Could you please reach out to me at sales@nautilusaviation.com.au and provide this additional detail and I will be happy to look into this for you. Kind regards Kel

Hi Mason Thank you so much for the lovely feedback regarding your helicopter scenic flight with us here at Nautilus Aviation. We are incredibly lucky to be able to operate in such a spectacular part of the world, and seeing the reef from above is something that everyone should be able to experience at least once in their life - how fortunate you were to see some beautiful turtles in their natural habitat. Kind regards Kel

Hi 923cassj Thank you for taking the time to submit this feedback, we always love hearing from our customers and I am so glad that you had such a lovely experienc. Kind regards Kel