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Hi Vanbirders, ? We recently took the Western Pacific Odyssey tour with Heritage Expeditions which was a very expensive ($14,000 per person!) disaster and we wanted to at least warn other birders who may be considering this tour. ? We booked the tour through ROCKJUMPER BIRDING TOURS, and although we had a Rockjumper itinerary not a Heritage itinerary, Rockjumper refused to do anything about any of our complaints and hid behind the fact that ‘they were only the agents’ and have told us that ‘we do intend to continue offering the 2024 cruise in its current form’! This is possible the most disturbing thing about the whole experience, and I would honestly tell anyone to consider the honesty, integrity, and accountability of a company like Rockjumper who are clearly not interested in their guest experience as long as they get their money! Needless to say, we will never use either Rockjumper or Heritage Expeditions again! ? The trip report is here for anyone interested: ? Derek 
| Derek J. Matthews
Chairman, ?Director Communication
NABC Certified Trainer
Vancouver?Avian Research Centre
Registered Canadian Charity #82118 2656 RR0001
4115, East Braemar Road, North Vancouver, BC, V7K 3C9
T: (604) 218-1191
E: Derek@...
W: www.birdvancouver.com |
? ?
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Hi Derek,
I forwarded your review to a couple of my birder friends who aren't on this list. (I expected you wouldn't mind that.)
Paul
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Derek.. read your report. Wow! It sounds like it was the Fyre Festival of birding. Well, maybe not quite that bad, but paying that kind of dough for less than the whole nine yards is harsh! Just too many birders and seems like not enough thought went into the organization and planning. Hopefully the negative feedback from yourself and others will help Rockjumper and Heritage tighten up on those aspects. It could and should be a spectacular trip! 70 birders @ $14,000 a pop is just shy of a million bucks in gross revenue, so I can see why they want to continue offering the tour.
The birds you did get though, were just fantastic! Not only would they all have been lifers for me, I never even heard of most of them! :D :D :D The albatross photos are so cool! Hey.. and you got New Zealand Storm Petrel! That was considered extinct for 150 years before it was rediscovered. How cool is that to see one of those?
Daniel Bastaja
danielbastaja@...
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On Jun 12, 2023, at 9:54 PM, Derek Matthews <Derek@...> wrote:
Hi Vanbirders,
We recently took the Western Pacific Odyssey tour with Heritage Expeditions which was a very expensive ($14,000 per person!) disaster and we wanted to at least warn other birders who may be considering this tour.
We booked the tour through ROCKJUMPER BIRDING TOURS, and although we had a Rockjumper itinerary not a Heritage itinerary, Rockjumper refused to do anything about any of our complaints and hid behind the fact that ‘they were only the agents’ and have told us that ‘we do intend to continue offering the 2024 cruise in its current form’! This is possible the most disturbing thing about the whole experience, and I would honestly tell anyone to consider the honesty, integrity, and accountability of a company like Rockjumper who are clearly not interested in their guest experience as long as they get their money! Needless to say, we will never use either Rockjumper or Heritage Expeditions again!
The trip report is here for anyone interested:
Derek<image003.png>
Derek J. Matthews
Chairman, Director Communication
NABC Certified Trainer
Vancouver Avian Research Centre
Registered Canadian Charity #82118 2656 RR0001
4115, East Braemar Road, North Vancouver, BC, V7K 3C9
T: (604) 218-1191
E: Derek@...
W: www.birdvancouver.com
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Thanks Paul and Dan, ? It was really disappointing and the way we have been treated by Heritage and Rockjumper has been unbelievable. It’s so short-sighted of companies to simply ignore customers complaints ??in the hope they’ll just go away. Between social media, chat groups, Google reviews and birding friends around the world, I’ve already had multiple people say they’ve heard similar things about Rockjumper and won’t be using them, so ultimately, the reputational risk will cost both companies far more money than standing behind your product with some honesty and integrity. ? We have heard from so many people on this tour, all of whom are outraged, and for some of them it was a trip of a lifetime! ? Thanks again. ? Derek ? ?
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From: [email protected] <[email protected]> On Behalf Of Paul Clapham
Sent: June 12, 2023 9:39 PM
To: [email protected]
Subject: Re: [vanbcbirds] Western Pacific Odyssey? Hi Derek, I forwarded your review to a couple of my birder friends who aren't on this list. (I expected you wouldn't mind that.)
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Hi
Seems to me there were too many fingers in the pie. If Heritage had arranged the tour it would likely have fared better. Too bad that both companies have to pay the price of dissatisfied customers. The itinerary was fantastic and let’s hope that it can continue with more expertise. The two concerns that stand out as displeasing to me are the meeting arrangements to begin the trip and not having at least 7-8 guides to split the group into reasonable sizes. I can’t imagine trying to find a secretive ground species (like a pitta) with even 10 people………but that’s why I don’t take tours.
Keith Taylor
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On Jun 13, 2023, at 4:02 PM, Derek Matthews <Derek@...> wrote:
? Thanks Paul and Dan, ? It was really disappointing and the way we have been treated by Heritage and Rockjumper has been unbelievable. It’s so short-sighted of companies to simply ignore customers complaints ??in the hope they’ll just go away. Between social media, chat groups, Google reviews and birding friends around the world, I’ve already had multiple people say they’ve heard similar things about Rockjumper and won’t be using them, so ultimately, the reputational risk will cost both companies far more money than standing behind your product with some honesty and integrity. ? We have heard from so many people on this tour, all of whom are outraged, and for some of them it was a trip of a lifetime! ? Thanks again. ? Derek ? ? ? Hi Derek, I forwarded your review to a couple of my birder friends who aren't on this list. (I expected you wouldn't mind that.)
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Thanks Keith – It was more of a Heritage issue on board the boat as we were all blatantly lied to regarding the landing permissions that Heritage were supposed to have in advance and actually didn’t have at all. We subsequently found out that they just assumed we could land in the Caroline Islands and the Japanese Islands, neither of which had opened up after Covid for people landing directly from boats. The Covid case on board then became a perfect excuse but they never had the permissions to land in the first place! ? And we don’t generally go on group tours either - we always use local guides unless it involves a boat like the Galapagos, Amazon, Antarctica or this one when you have no choice. Otherwise we always bird on our own with a guide and driver - that gives us the flexibility to change the itinerary if we want to – birding in any group where people are talking or having difficulty getting on a bird is super-frustrating, especially if you’re forest birding and we learnt long ago not to do it! ? Thanks again. ? Derek ? ?
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From: [email protected] <[email protected]> On Behalf Of pat.mary.taylor
Sent: June 13, 2023 5:00 PM
To: [email protected]
Subject: Re: [vanbcbirds] Western Pacific Odyssey? Hi Seems to me there were too many fingers in the pie. If Heritage had arranged the tour it would likely have fared better. Too bad that both companies have to pay the price of dissatisfied customers. The itinerary was fantastic and let’s hope that it can continue with more expertise. The two concerns that stand out as displeasing to me are the meeting arrangements to begin the trip and not having at least 7-8 guides to split the group into reasonable sizes. I can’t imagine trying to find a secretive ground species (like a pitta) with even 10 people………but that’s why I don’t take tours. Victoria BC
On Jun 13, 2023, at 4:02 PM, Derek Matthews <Derek@...> wrote:
? Thanks Paul and Dan, ? It was really disappointing and the way we have been treated by Heritage and Rockjumper has been unbelievable. It’s so short-sighted of companies to simply ignore customers complaints ??in the hope they’ll just go away. Between social media, chat groups, Google reviews and birding friends around the world, I’ve already had multiple people say they’ve heard similar things about Rockjumper and won’t be using them, so ultimately, the reputational risk will cost both companies far more money than standing behind your product with some honesty and integrity. ? We have heard from so many people on this tour, all of whom are outraged, and for some of them it was a trip of a lifetime! ? Thanks again. ? Derek ? ? ? Hi Derek, I forwarded your review to a couple of my birder friends who aren't on this list. (I expected you wouldn't mind that.)
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Oh and we also asked for assurances that the group would be split in to small groups each with a guide and were told that would absolutely happen! ? D. ?
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From: [email protected] <[email protected]> On Behalf Of pat.mary.taylor
Sent: June 13, 2023 5:00 PM
To: [email protected]
Subject: Re: [vanbcbirds] Western Pacific Odyssey? Hi Seems to me there were too many fingers in the pie. If Heritage had arranged the tour it would likely have fared better. Too bad that both companies have to pay the price of dissatisfied customers. The itinerary was fantastic and let’s hope that it can continue with more expertise. The two concerns that stand out as displeasing to me are the meeting arrangements to begin the trip and not having at least 7-8 guides to split the group into reasonable sizes. I can’t imagine trying to find a secretive ground species (like a pitta) with even 10 people………but that’s why I don’t take tours. Victoria BC
On Jun 13, 2023, at 4:02 PM, Derek Matthews <Derek@...> wrote:
? Thanks Paul and Dan, ? It was really disappointing and the way we have been treated by Heritage and Rockjumper has been unbelievable. It’s so short-sighted of companies to simply ignore customers complaints ??in the hope they’ll just go away. Between social media, chat groups, Google reviews and birding friends around the world, I’ve already had multiple people say they’ve heard similar things about Rockjumper and won’t be using them, so ultimately, the reputational risk will cost both companies far more money than standing behind your product with some honesty and integrity. ? We have heard from so many people on this tour, all of whom are outraged, and for some of them it was a trip of a lifetime! ? Thanks again. ? Derek ? ? ? Hi Derek, I forwarded your review to a couple of my birder friends who aren't on this list. (I expected you wouldn't mind that.)
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That horrible Derek. So Heritage was just as inefficient as Rockjumper. Is there a possibility?though that one company thought the other company was taking care of business? I can see that it was not always the case as with the landing permits. You would think that a company that runs ships regularly would know or at least check if permits were required. That must have been heartbreaking missing the species required at those places.?
Yes, I know that you normally use private guides and drivers. I wasn't directing the tour scenario at you. And yes, sometimes there is no option as to whether tours are taken or guides used. When traveling to Attu it was a "guided tour" but once on the island you could bird on your own if you wished. I prefer to bird on my own or with a friend but at the Borneo Rainforest Lodge and La Selva Lodge as you know guides are required to walk the trails...no choice... Yet still I managed to bird on my own.
I hope your next birding experience makes up for this one Derek.Here's one for you: Holland America has a 22-day cruise from Buenos Aires with stops at Puerto Madryn, the Falkland Islands, ?Antarctica, Ushuaia, Punta Arenas, et cetera finishing at Santiago Chili. $3,613 Canadian each. Every southern pelagic possible and a few hours at each port to bird.
Keith
On Tue, Jun 13, 2023 at 6:27?PM Derek Matthews < Derek@...> wrote: Oh and we also asked for assurances that the group would be split in to small groups each with a guide and were told that would absolutely happen! ? D. ? ? Hi Seems to me there were too many fingers in the pie. If Heritage had arranged the tour it would likely have fared better. Too bad that both companies have to pay the price of dissatisfied customers. The itinerary was fantastic and let’s hope that it can continue with more expertise. The two concerns that stand out as displeasing to me are the meeting arrangements to begin the trip and not having at least 7-8 guides to split the group into reasonable sizes. I can’t imagine trying to find a secretive ground species (like a pitta) with even 10 people………but that’s why I don’t take tours. Victoria BC
On Jun 13, 2023, at 4:02 PM, Derek Matthews <Derek@...> wrote:
? Thanks Paul and Dan, ? It was really disappointing and the way we have been treated by Heritage and Rockjumper has been unbelievable. It’s so short-sighted of companies to simply ignore customers complaints ??in the hope they’ll just go away. Between social media, chat groups, Google reviews and birding friends around the world, I’ve already had multiple people say they’ve heard similar things about Rockjumper and won’t be using them, so ultimately, the reputational risk will cost both companies far more money than standing behind your product with some honesty and integrity. ? We have heard from so many people on this tour, all of whom are outraged, and for some of them it was a trip of a lifetime! ? Thanks again. ? Derek ? ? ? Hi Derek, I forwarded your review to a couple of my birder friends who aren't on this list. (I expected you wouldn't mind that.)
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I have done guiding both in Canada and Europe and if the group is more than about four people, the quality of the birding plunges. Just too many people to get on a bird, too much noise, etc. A bit stressful for the guide because you want to find cool stuff for the people to see, but are very limited in what you can do with a big group. Even 10 or 12 people is difficult. Can’t imagine what it would be like with 70!?
That’s a good price for that Holland America tour you mentioned.?
Daniel Bastaja?
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On 2023. Jun 14., at 4:10, pat.mary.taylor <pat.mary.taylor@...> wrote:
? That horrible Derek. So Heritage was just as inefficient as Rockjumper. Is there a possibility?though that one company thought the other company was taking care of business? I can see that it was not always the case as with the landing permits. You would think that a company that runs ships regularly would know or at least check if permits were required. That must have been heartbreaking missing the species required at those places.?
Yes, I know that you normally use private guides and drivers. I wasn't directing the tour scenario at you. And yes, sometimes there is no option as to whether tours are taken or guides used. When traveling to Attu it was a "guided tour" but once on the island you could bird on your own if you wished. I prefer to bird on my own or with a friend but at the Borneo Rainforest Lodge and La Selva Lodge as you know guides are required to walk the trails...no choice... Yet still I managed to bird on my own.
I hope your next birding experience makes up for this one Derek.Here's one for you: Holland America has a 22-day cruise from Buenos Aires with stops at Puerto Madryn, the Falkland Islands, ?Antarctica, Ushuaia, Punta Arenas, et cetera finishing at Santiago Chili. $3,613 Canadian each. Every southern pelagic possible and a few hours at each port to bird.
Keith
On Tue, Jun 13, 2023 at 6:27?PM Derek Matthews < Derek@...> wrote: Oh and we also asked for assurances that the group would be split in to small groups each with a guide and were told that would absolutely happen! ? D. ? ? Hi Seems to me there were too many fingers in the pie. If Heritage had arranged the tour it would likely have fared better. Too bad that both companies have to pay the price of dissatisfied customers. The itinerary was fantastic and let’s hope that it can continue with more expertise. The two concerns that stand out as displeasing to me are the meeting arrangements to begin the trip and not having at least 7-8 guides to split the group into reasonable sizes. I can’t imagine trying to find a secretive ground species (like a pitta) with even 10 people………but that’s why I don’t take tours. Victoria BC
On Jun 13, 2023, at 4:02 PM, Derek Matthews <Derek@...> wrote:
? Thanks Paul and Dan, ? It was really disappointing and the way we have been treated by Heritage and Rockjumper has been unbelievable. It’s so short-sighted of companies to simply ignore customers complaints ??in the hope they’ll just go away. Between social media, chat groups, Google reviews and birding friends around the world, I’ve already had multiple people say they’ve heard similar things about Rockjumper and won’t be using them, so ultimately, the reputational risk will cost both companies far more money than standing behind your product with some honesty and integrity. ? We have heard from so many people on this tour, all of whom are outraged, and for some of them it was a trip of a lifetime! ? Thanks again. ? Derek ? ? ? Hi Derek, I forwarded your review to a couple of my birder friends who aren't on this list. (I expected you wouldn't mind that.)
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Thanks again Keith – funnily enough we are booked to go to Chile and Antarctica this December. Antarctica was originally booked 5 years ago and delayed multiple times due to Covid so we finally get to go this year! Andy Whittaker will be the guide for Antarctica and Julian Vidoz for Chile – they are both friends and two of the best bird guides I’ve birded with anywhere in the world. Julian is the co-author and illustrator of the Birds of Bolivia and Andy is the authority on Amazonian birds and worked with David Attenborough in Brazil for the BBC Life of Birds series. When you bird with guides like that you understand what it takes to be a really good guide! ? As for books, I’ve always wanted to tell you how much I loved your Birder’s Guide to BC when it came out – what a great book that was to have before all the technology of smart phones, e-Bird, Siri, dropping pins on Google maps and Merlin etc.! I remember following all the directions in your book setting the milometer at zero and then following all the directions like: “At 00.8 km you will see a Bank Swallow colony on the northside of the road” etc. – absolutely brilliant! Was birding more of an adventure then when you had to find birds yourself and work out songs and calls or am I just getting old?!! :o) ? Take care. ? Derek ? ?
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From: [email protected] <[email protected]> On Behalf Of pat.mary.taylor
Sent: June 13, 2023 7:11 PM
To: [email protected]
Subject: Re: [vanbcbirds] Western Pacific Odyssey? That horrible Derek. So Heritage was just as inefficient as Rockjumper. Is there a possibility?though that one company thought the other company was taking care of business? I can see that it was not always the case as with the landing permits. You would think that a company that runs ships regularly would know or at least check if permits were required. That must have been heartbreaking missing the species required at those places.? Yes, I know that you normally use private guides and drivers. I wasn't directing the tour scenario at you. And yes, sometimes there is no option as to whether tours are taken or guides used. When traveling to Attu it was a "guided tour" but once on the island you could bird on your own if you wished. I prefer to bird on my own or with a friend but at the Borneo Rainforest Lodge and La Selva Lodge as you know guides are required to walk the trails...no choice... Yet still I managed to bird on my own. I hope your next birding experience makes up for this one Derek.Here's one for you: Holland America has a 22-day cruise from Buenos Aires with stops at Puerto Madryn, the Falkland Islands, ?Antarctica, Ushuaia, Punta Arenas, et cetera finishing at Santiago Chili. $3,613 Canadian each. Every southern pelagic possible and a few hours at each port to bird. ? On Tue, Jun 13, 2023 at 6:27?PM Derek Matthews <Derek@...> wrote: Oh and we also asked for assurances that the group would be split in to small groups each with a guide and were told that would absolutely happen! ? D. ? ? Hi Seems to me there were too many fingers in the pie. If Heritage had arranged the tour it would likely have fared better. Too bad that both companies have to pay the price of dissatisfied customers. The itinerary was fantastic and let’s hope that it can continue with more expertise. The two concerns that stand out as displeasing to me are the meeting arrangements to begin the trip and not having at least 7-8 guides to split the group into reasonable sizes. I can’t imagine trying to find a secretive ground species (like a pitta) with even 10 people………but that’s why I don’t take tours. Victoria BC ? On Jun 13, 2023, at 4:02 PM, Derek Matthews <Derek@...> wrote:
? Thanks Paul and Dan, ? It was really disappointing and the way we have been treated by Heritage and Rockjumper has been unbelievable. It’s so short-sighted of companies to simply ignore customers complaints ??in the hope they’ll just go away. Between social media, chat groups, Google reviews and birding friends around the world, I’ve already had multiple people say they’ve heard similar things about Rockjumper and won’t be using them, so ultimately, the reputational risk will cost both companies far more money than standing behind your product with some honesty and integrity. ? We have heard from so many people on this tour, all of whom are outraged, and for some of them it was a trip of a lifetime! ? Thanks again. ? Derek ? ? ? Hi Derek, I forwarded your review to a couple of my birder friends who aren't on this list. (I expected you wouldn't mind that.)
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Derek Matthews
pat.mary.taylor