Safari Helicopters

Based at the Commuter Air Terminal in Hilo, Safari Helicopters positions itself as a key provider of aerial sightseeing tours over the dynamic landscapes of the Big Island. For travelers looking to witness the raw power of Hawaii's volcanoes and the serene beauty of its hidden waterfalls from a unique perspective, this company is a frequently considered option. It operates a fleet of A-STAR 350 B2-7 helicopters, specifically chosen for their large viewing windows and robust performance, aiming to provide both safety and an immersive visual experience. However, a comprehensive look at customer feedback and company operations reveals a service with significant highs and some noteworthy potential lows.

The In-Flight Experience: Staff and Scenery

The majority of customer accounts describe the experience with Safari Helicopters in glowing terms, frequently praising the professionalism and personality of both the ground and air crews. Staff members like Cookie and Stephanie are often mentioned for making the check-in process smooth, friendly, and even humorous, setting a positive tone before passengers even board. This welcoming atmosphere appears to be a consistent part of their service model.

Once in the air, the pilots take center stage, and figures like Andrew and Jim receive consistent acclaim. Customers describe them not just as skilled aviators but as knowledgeable narrators who enrich the flight with fascinating details about the island's geology, history, and culture. Their ability to balance entertaining commentary with informative facts is a recurring theme in positive reviews. This transforms the flight from a simple viewing into an educational journey. The inclusion of a two-way communication system is a significant feature, allowing passengers to ask questions directly, making the experience more interactive and personal than a pre-recorded narration.

The primary draw, of course, is the scenery. The company’s main offering from Hilo, the "Deluxe Volcanoes and Waterfalls Safari," is a 50-55 minute flight designed to showcase the island's most dramatic features. Passengers report breathtaking views of Kīlauea's caldera, vast lava fields from Mauna Loa, and the lush, waterfall-draped coastlines. Those fortunate enough to fly during an eruption describe an unforgettable spectacle of nature's power. Even when volcanic activity is obscured by smoke or weather, pilots have been praised for their adaptability, rerouting to showcase other impressive sights like Mauna Kea and the Hamakua Coast waterfalls, ensuring that customers still receive a valuable and scenic flight. This flexibility is a hallmark of an experienced tour operator.

Equipment, Comfort, and Value

Comfort and visibility are key concerns for any helicopter tour, and Safari Helicopters seems to address this well. The A-STAR helicopters are noted for providing good views from all seats, including the middle one, which is a common point of contention in other aircraft. The company emphasizes its commitment to safety, stating that it exceeds FAA standards and performs meticulous maintenance on its aircraft. This focus on safety is a crucial selling point in an industry where customers place a high premium on trust.

In terms of value, several visitors have noted that Safari Helicopters offers a more affordable price point compared to some of its main competitors, making it an attractive option for families or those on a tighter budget. For many, the combination of a slightly lower cost, a high-quality flight experience, and excellent staff makes this travel agency a top choice for an aerial adventure on the Big Island.

A Significant Caveat: The Risk of Cancellation

Despite the overwhelmingly positive feedback regarding the in-flight experience, a serious concern emerges from a pattern of negative reviews: last-minute cancellations. Several prospective passengers have reported booking their tours months in advance, only to have their flight canceled by the company just a day or two before the scheduled date. In one detailed account, a customer who provided all necessary information, including passenger weights well within the typical limits, was told the company could not accommodate them at the last minute.

This issue represents the most significant drawback for Safari Helicopters. For travelers, especially those on a tightly planned vacation, such a cancellation can be more than an inconvenience; it can dismantle a key part of their itinerary with little to no time to find an alternative. The lack of clear communication or proactive planning in these instances is a major red flag. While it doesn't happen to every customer, the existence of these reports suggests a potential weakness in their logistical or booking management. Anyone planning to book should be aware of this risk and perhaps consider having a backup plan, especially if the Hawaii air tour is a centerpiece of their trip.

Safety Record Considerations

While the company promotes a strong safety policy, it is important for potential customers to be aware of the broader context of helicopter tours in Hawaii and the company's history. Safari Helicopters experienced a fatal crash in December 2019 on Kauai, which the National Transportation Safety Board (NTSB) later attributed to the pilot's decision to fly into adverse weather conditions. While this incident occurred on a different island and under different circumstances, and the company had a long history without such an event prior, it is a critical piece of information for any traveler conducting their due diligence. The industry in Hawaii has faced scrutiny for its safety record, and all operators carry inherent risks associated with flying in the islands' rapidly changing microclimates.

Final Assessment and Practical Advice

Safari Helicopters offers a compelling package: a thrilling aerial tour of one of the world's most stunning natural environments, guided by personable and expert pilots, at a competitive price. For the vast majority of its customers, the experience is a highlight of their Hawaiian vacation. The staff's aloha spirit, the comfort of the aircraft, and the sheer spectacle of the views create lasting memories.

However, the decision to book with them must be weighed against the reported issues of operational reliability. The risk of a last-minute cancellation, though not guaranteed, is a significant factor to consider. For travelers with flexible schedules, this may be a manageable risk. For those on a once-in-a-lifetime trip with a packed schedule, it could be a deal-breaker.

Before You Book:

• Confirm and Reconfirm: It may be prudent to call the company a week or two before your flight to reconfirm all details and express the importance of the booking to your travel plans.
• Parking: Remember to bring cash (small bills or quarters) for parking at the Hilo Commuter Air Terminal, as credit cards may not be accepted.
• What to Wear: To minimize glare and reflections on the helicopter windows for photos, it is often recommended to wear dark-colored clothing.

Ultimately, Safari Helicopters presents a choice. It provides access to an extraordinary adventure travel experience that is highly praised by most who take it, but with an element of logistical uncertainty that potential customers must be prepared to navigate.