FAQs
FAQS
Where do I check-in?
Do you offer heli-hikes or scenic flights?
No we don’t offer Heli-hikes or Scenic Flights, we’re busy enough with our kayak tours, scenic boat tours, fishing and quad bike tours! Check out our page for other things to do in Franz Josef Glacier if you’re looking for helicopter flights.
What's the weather forecast?
If you do have a weather app, please don’t worry as these apps often blanket the entire West Coast in rain. Our team are really good at checking the best local weather – often times it’s dry at Lake Mapourika while it’s raining in the township. We look at weather across many different websites, and this combined with our local knowledge allows us to give a good picture of local weather, don’t be afraid to ask us!
Our favourite site for daily weather forecast is: Windy
Lucky for us, we operate in most weather conditions (rain or shine!) and have a great time in all-weather conditions. We provide full wet weather gear for all our tours, and so generally speaking we usually operate unless the conditions are deemed unsafe in which case we will cancel with full refund, or re-book you onto another tour.
Should I book in advance?
With our flexible cancellation policy, you can book in advance and be assured that you can amend or even cancel your booking outside of 24 hours.
We're a family with kids, what tour is best for us?
All of our tours are suitable for families with children of all ages. The type of tour for your family will depend on your preferences here’s some of our guidance:
Kayak Tours: Kids 3 years old and up can join any of our kayak tours. Or if you need a shorter tour for a family with a young child or infant, consider a private kayak tour or email us to discuss shortened tour options which may be available.
Boat tours: All of our boat tours are excellent for young children, in fact infants under are free to join to the tour! If you’ve got a family with older children maybe consider joining a Cruise & Walk or Fishing Tour.
Off-Road Adventure Tour: The quad bikes and buggies are an excellent family option – but there’s some height requirements. Here’s the rules: Children must 145 cm tall to be a passenger on a quad bike. Younger children must be 110 cm to join a tour on the buggy. All children must be with drivers at least 18 years or older.
Let us know if you have any other questions about how we can get your family out for an adventure!
What is your cancellation policy for standard bookings?
You can cancel up to 24 hours before your trip for a full refund with no penalties. Cancellations within 24 hours of the trip cannot be refunded.
What is your cancellation policy for private or group bookings?
FLEXIBLE & FREE 24 HR CANCELLATIONS
We want you to be confident when you book directly with us! We provide hassle-free full refunds without any penalties. We do ask that any cancellations and changes are made a full 24 hours prior to the trip time. Cancellations made within the 24 hour time frame cannot be refunded (for any reason including medical or other) so please let us know in time if you need to change, or cancel your booking! Private/Group bookings or charters incur a 48 hour cancellation policy.
We reserve the right to cancel tours if minimum numbers are not met or in the event of unsafe conditions, in which case full refunds are issued.
We're here to help, so feel free to drop us an email if you have any questions.