Pro Dive - Cairns, Australia

This adventure started out back in October. Through what I thought was thorough research. I happily booked a dive trip for myself, my sister and my friend. Both my sister and I were booked for open water dives and my friend for the open water course. We had booked through an agent, Aquapro Dive Travel, AquaProDive.com, because they were offering a slight discount, however the five trip costed us $620 AUD and the OW course $740 AUD.

As we arrived into Australia from Canada, we landed in Sydney where we spent a few days vacationing. The day that we planned to fly to Cairns, Quantas had a labour dispute and shut down the airline that weekend. As a result of this, our flight was cancelled and we could not get to Cairns. I immediately called Pro Dive and explained the situation, however they were apathetic to the reason and told us that because we didn’t cancel within the 48 hours of our plans that we could not receive a refund. I was extremely disappointed.

Pro Dive then offered to credit our money for a period of six months so that we could use it again at a later date with the stipulation that we could only use it as a wait-list for their boats. I did not have much of a choice and therefore accepted. Upon my return to Canada, I began to make plans for the next trip to Cairns to try again to make this great GBR dive.

I kept in contact with Pro Dive over emails throughout my winter months and we came to the conclusion that March would be the best time to go as it was their low season. My sister and I made plans to fly around the world again. We were assured time and time again that the dates that we had planned would be great and that we wouldn’t have a problem with getting on the boat. We had put our names down on their lists for the option of 3 different days and started our travels with confidence.

Prior to our departure from Canada, I reconfirmed with Pro Dive that the dates we listed for would be available and they assured me that we should not have a problem. As we arrived through Hong Kong on our connecting flight, I received an e-mail from Pro Dive saying that things were not looking good anymore but they were trying to keep a couple spots open for us. I was worried and replied that we would be there within eight hours.

As soon as we arrived to Cairns, we immediately went straight to the Pro Dive Shop and introduced ourselves. Nicky, the lady that helped us out immediately provided us with a smile and began to explain that the dates that we had selected were all booked up.  Disappointed and frustrated I asked her if there were any more available, she explained that there was an opening on a Sunday (We had listed for thur, fri, and sat). I jumped at the opportunity, however frustrated because now I knew I would have to re-arrange all our flights, accommodations and my work schedule back home, but I flew around the world just for this trip!

Nicky tried to book us for the Sunday trip however she ran into problems and could not. She called the head office asking for help when they started to explain to her that she was not allowed to put my sister and I on the boat and that we had to be wait listed. The only way was for us to pay for the whole trip again to be confirmed. I was outraged!! I’m standing right there in front of them having travelled for nearly 20 hours and they tell me that they can’t put me on the boat. Nicky then continued to tell me that they were having a special that week and that the trip was cheaper than it usually is, $535 AUD. Although her intention was good, her impact was not. Why were they discounting the trip to fill the boat when they assured me that they were trying to keep the spots open for us before we arrived?!?!

This was absurd! I travelled around the world to use money that I already paid them in confidence that they were going to help us out in getting us on a boat for a range of dates that they confirmed were a good idea. They then would not put us on a boat when I arrived knowing that  I was the one that had to change all my plans (at a hefty financial cost) to accommodate for them. They then said I had to pay again!!!!!???!!!

I was naturally upset, however, I remained calm and tried to reason with them. They had already taken my friends money with no regard or refund, and were trying to swindle more money from us. I offered to pay them a premium (of about $100 AUD) to confirm our spots on the boat for Sunday, however they refused. After a while of pacing and realizing that I did not want to miss this opportunity having flown around the world, I tried to make other compromises. I asked if I could have the credit made transferable so that if I could make this trip I could at least give it to a friend of family member, they refused. Finally, I said that I would pay the price of the confirmed trip providing that they take the monetary value of the credit and give it to the crew as a gratuity. The business had already taken my friend’s $740 AUD without providing services, why should they take our money as well?!? I was more than happy to make this deal because I could see that Nicky was frustrated too and that she did want to help us. The company still refused!!

At this point I was very angry. My sister was in tears and I knew that I had a lot of work to do in order to change all our plans and still have to pay the full (but discounted for this week!) price to make this dive happen. Here came the biggest mistake I made, I paid for the trip in full, again!!

Their consolation was that they would keep our credit live for another 6 months and now offer transferability of the name, but why would I let someone go through the exact same experience I just had?!?

I am really disappointed in the way this business is run. I understand that every business is out to make money, however this business pretty much bullied my money out of me. My mistake was letting them do it. Every business will come into contact with extenuating circumstances, it’s how you deal with those circumstances which speak loudest.

-When Pro Dive refused to give us a refund or even partial returns, they acted like a greedy company.

-When they were told that my friend could not return for a second trip to Australia from Canada, they refused to allow any transferability of his credit and said that there was nothing they could do.

-When they told me that they were doing everything they could to hold our spots for our arrival, tell us that it’s a good time to travel, then say that the spots were full, and I find out they were offering a special week discount to walk-ups for those dates that we had agreed to, they were being UNTRUSTWORTHY, DECEPTIVE, and MANIPULATIVE.

-They would not empower their own employees to do what they knew was right.

This company is not reputable in my books and I feel like I let them steal from me. I suppose part of the problem was me letting them do what they did to me and now I hope that this won’t happen to anyone else.

The trip went well and their staff was professional, it’s a shame that they have to work for a company that does not put their guests first and is run solely for the purpose of extorting money from their customers. The way I was treated by the company makes me feel bad for the way they may treat their own employees.

It is my recommendation as a traveler, diver, employee of a major airline, that this company is not well run.

DO NOT GIVE THEM YOUR BUSINESS.

I know that I am not alone in similar opinions as when I spoke to other in the region while I was there, many people did not have a good opinion of them, had I known this, I would have never booked this trip with Pro Dive. Do not make my mistake! There are better businesses out there that deserve your hard earned money!!!