M & M Tours

Located at 2 Marine Way, convenient for disembarking cruise passengers, M & M Tours is a prominent tour operator in Juneau, Alaska. Specializing in land-based excursions, the company has built a reputation centered largely on its transportation services to the popular Mendenhall Glacier, as well as offering more comprehensive city highlight tours. Customer experiences paint a picture of a company with significant strengths in its operational assets but notable inconsistencies in its human element, making it a subject worth a detailed look for any traveler planning Juneau shore excursions.

The Fleet and Onboard Experience

One of the most consistently praised aspects of M & M Tours is the quality of its vehicles. Many clients report being pleasantly surprised by the modern, clean, and comfortable buses, sometimes referred to as the "Big Blue Bus." For travelers accustomed to standard tour buses, this upgrade is a significant plus, ensuring a comfortable ride to and from destinations. The vehicles are described as spacious, which is a welcome feature, ensuring that trips are not overcrowded and that every passenger has a seat. This investment in a superior fleet suggests a commitment to passenger comfort and reliability.

Furthermore, many of the drivers employed by M & M Tours receive high marks for their performance. Guides like "Archie" are frequently mentioned by name in positive reviews, celebrated for being informative, pleasant, and entertaining. These drivers elevate the experience from a simple transfer into a narrated journey, sharing jokes, providing historical context about Juneau, and pointing out local wildlife like eagles along the route. This level of engagement can significantly enhance Alaska sightseeing tours, offering value beyond mere transportation and creating a more memorable outing for visitors.

Customer Service: A Tale of Two Experiences

While many drivers are lauded, the company's overall customer service record is mixed, revealing a critical inconsistency. Several reports highlight exceptionally poor interactions with staff members, ranging from group organizers to other drivers. One particularly negative account describes a group organizer speaking to passengers in a "punitive" and condescending manner, creating a tense atmosphere before the tour even began. Another traveler recounted a driver named "Matthew" being rude and yelling at a non-English-speaking family member, a deeply unfortunate and unwelcoming experience.

These incidents stand in stark contrast to other stories of excellent service, particularly when issues arise. One customer who encountered a problem with their booking later contacted the company and was impressed by the response. The owner personally intervened, provided a personal cell phone number, and worked diligently to ensure the customer was satisfied. This demonstrates a high level of accountability at the ownership level and a genuine desire to rectify problems. This duality is central to the M & M Tours experience: the potential for either excellent, problem-solving service or a frustrating, negative staff interaction. For a potential customer, this means the quality of their experience may unfortunately depend on which specific employees they encounter that day.

Evaluating the Value Proposition

The core of the debate for many customers revolves around the cost versus the value of the services provided, particularly for the Mendenhall Glacier Express tour. This tour primarily functions as a round-trip transportation service. The company provides a comfortable, narrated ride and a set amount of time (typically around two hours) for independent sightseeing at the glacier before a scheduled return. This is a convenient option for those who want a guaranteed seat and a direct route.

However, some customers question the price point, which can be around $60-$80 per person, arguing that it's steep for what is essentially just a bus ride. For perspective, a taxi for a group might offer a similar cost with more flexibility, while the local city bus is a fraction of the price, albeit with a 1.5-mile walk to the visitor center. The value of M & M's service, therefore, hinges on how much a traveler prizes the convenience, the comfort of a modern coach, and the potential for a narrated journey. Those looking for a full-service, guided adventure travel experience at the glacier might be disappointed, as the time there is self-directed. The company does, however, offer more extensive tour packages that combine the glacier visit with city tours, providing a broader, more guided experience that may present a clearer value proposition for some.

Logistics and Organization

As a local tour company catering heavily to the cruise industry, M & M Tours operates in a fast-paced, high-volume environment. Their organizational system, which includes using colored lanyards to group passengers by departure time, is generally effective. They provide clear communication and ensure passengers return to their ships on time, a crucial element for successful cruise excursions.

A minor logistical hiccup noted by some is locating the company's check-in point amidst the bustling activity at the cruise docks. The meeting point has been described as an unidentifiable, plain green canopy, causing some initial confusion for arriving passengers. While other tour operators are typically helpful in directing people, more prominent branding could streamline the check-in process and reduce stress for travelers on a tight schedule.

Final Assessment

M & M Tours presents a viable and often comfortable option for visitors to Juneau, particularly for accessing Mendenhall Glacier. The high quality of their buses and the expertise of their best drivers are undeniable assets. The company's ownership has also shown a commendable commitment to resolving customer complaints. However, prospective clients should be aware of the reported inconsistencies in staff professionalism, which can significantly impact the overall experience. The service is best suited for travelers who prioritize a comfortable and direct transport solution with some added commentary, and who are willing to pay a premium for that convenience over more budget-friendly or independent travel options.