Very disappointed with their apparent lack of concern
This review relates to Aquatica, based in Mosta Road, St. Paul's Bay, who operate fishing and scuba diving boat trips via the websites fishingmalta and scubadivingmalta. Based on my experience and opinion, I would recommend prospective clients exercise caution when choosing whether to deal with this company...
The initial cost of the fishing trip was rather high, but we thought we would treat ourselves, as the description and seemed quite good. Unfortunately, with over 320 euros spent, it turned out to be very different to what we had been led to believe. Even more disappointing, having looked forward to it for several months beforehand.
The trip was originally advertised as a 5 hour trolling and livebaiting trip, targeting Amberjack, Snapper, Barracuda, Black, Bream, Dentex and Bonito (with some impressive advertising pictures).
We were out at sea before we realised we would only be doing 4 hours of mackerel feathering on cheap Chinese rigs, with the skipper retaining the catch to take back to shore. Then a pair of trolling lines being set out for the final unsuccessful 1 hour heading back to the harbour.
The boat was very small indeed, so only two anglers were allowed to fish at once. This meant that the two in our party had to take it in turns, despite having both paid full price to fish. This was not made clear prior to booking, and was quite unexpected. We were really hoping for some decent sport and a lot better experience. (We would not have agreed to go mackerel fishing by choice, nor would we have agreed to pay such an excessive fee).
The skipper explained that several days of bad weather had displaced the fish, and greatly reduced the chances of catching anything on the list, so they had changed the basis of the trip just to be able to catch anything at all (without our knowledge or agreement).
Admittedly, the company cannot be responsible for the weather or the chances of catching - but they can choose how they communicate with customers;
Firstly, they could have reconsidered the trip and refunded our deposit, given that they were well aware of prevailing weather conditions for several days beforehand.
Secondly, they could have contacted us and explained the circumstances and given us some options.
Thirdly, they could make it clear in their advertising that despite paying full price, you may not be able to fish full time for the 5 hours paid for due to taking turns.
Instead, they decided to run a trip being largely different to the itinerary - without us finding out until we were actually out at sea! This gives me the impression they would rather withhold the information and run a trip regardless of quality to take the money from unsuspecting tourists (and maybe a bit extra selling the mackerel we caught). A simple conversation can make a big difference (and a refund even more!).
I have since emailed Aquatica to give them a chance to explain their side of the story and make the situation right. I have not yet received an acknowledgement or reply.
Let's see if they take feedback and customer service seriously, or whether they prefer to make excuses below as to why they decided not to inform us of the change of itinerary....