FAQs

All passengers coming off of a cruise ship are picked up from the Goldbelt Tram Building (490 S. Franklin St.). Our dock representatives will be standing on the street side of this red building, standing underneath the cables going up the mountain.

If you are arriving via cruise ship, you will need at least 45 minutes from the time your cruise ship docks to the start of your tour time.

• We have a reservations team that works tirelessly to ensure your reservation will get you back to your cruise ship in time. If you selected a time that does not work for your cruise ship, we will get in touch to find an alternative.
• If for some reason our operation is running late, and it would end up pushing your tour end time passed your all aboard we will unfortunately have to cancel your booking, but you will be fully refunded.

• Cancellations made at least 7 days prior to a scheduled tour will be refunded in full. Cancellations made 4 – 6 days prior to a scheduled tour will be charged 50%. Cancellations within 3 days of your scheduled tour will not be refunded.
• Cancellations must be confirmed via e-mail or phone with a Coastal employee.
• If Coastal Helicopters cancels a flight due to weather or flight schedule delay, the passenger will be refunded in full.  If the Cruise Line cancels your sailing, misses the port completely or is late and we are unable to reschedule you, the passenger will be refunded in full. Decisions to fly are at the discretion of Coastal Helicopters, Inc.
• For cancellations due to any kind of medical reason; valid documentation from either your health care provider, or the cruise ship’s doctor, must first be provided to be eligible for a refund.  If a family/party member is ill on the day of the tour, medical documentation must be provided for a refund.
• Failure to comply with any cruise ship regulations, or provide required documentation, that results in you being denied boarding and not being able to cruise/take your tour, will not be refunded.
• If you are traveling through Canada, or any other country, and are denied entrance due to missing or delayed travel documents or visas, and this causes you to miss your tour, you will not be refunded.
• If you are traveling by air and miss your flight, you will not be refunded unless it was the fault of the airline.  You must provide documentation from them to receive a refund.
• Want a more flexible cancellation plan? Add trip protection to your booking. Link to Trip Protection ?

• The weather in Juneau is very unique as there are what many consider “microclimates.” This is largely due to the number of valleys, mountains, temperate temperatures from the ocean waters, and freezing temperatures from the glacier. This means that the weather is quite unpredictable, and it can drastically vary from downtown where the cruise ships are to the valley where our glacier is located.
• When it comes to cancellation decisions, it is quite rare that we will outright cancel the day. Just as the weather is so varied across locations, it also can change quite rapidly. We will do our best to make decisions close to your pick up time, but please understand that this is not always possible. If the weather is marginal, we promise as soon as we have made a decision to not fly, we will be in touch with you.
• Juneau is located in a temperate rainforest, this means that many of our tours are done in the rain. But, don’t worry! The grey skies in conjunction with the rain, provides a great and very true Alaskan experience.
• If we do have to make the unfortunate decision to cancel your tour, we will do our best to reschedule you to any space we have available. If this is not possible, rest assured you will be fully refunded.

There are a few reasons we need your weight, but the main reason is to ensure the combined weights of all passengers will work for the departure.

1. • Helicopters have to be balanced in order to fly, and this balancing is dependent on weight
   • Helicopters are not spacious, so in order to ensure passengers are comfortable, we need each passenger’s weight
   • There is a maximum weight that can be taken per helicopter and in order to ensure your tour departure is flyable we need to know this information beforehand. We will also confirm the weights of each passenger when checking in for your flight at our base.

• Adding trip protection allows you to cancel up to 3 days before your tour and receive a refund minus the cost of the trip protection and processing fees.
• Cancellations made without trip protection will be subject to our standard cancellation policy.

Our helicopters can take up to 6 passengers, or 1240 pounds in passenger weight.

Due to the limited space in our aircraft, we have to reserve extra space for those weighing 260lbs or more. This fee pays for 1.5 seats.

Due to the limited space in our aircraft, we have to reserve extra space for those weighing 300lbs or more. This fee pays for 2 full seats.

Yes, our operation is only based out of Juneau

We fly to the Herbert Glacier which is a branch of the larger Juneau Icefield

No, we do not have any age restrictions, but we do not allow any lap seats – each passenger regardless of age must have a seat.

The glacier can be quite chilly as it is a field of ice! When you are downtown, you can extent the glacier to be around 15-20 degrees cooler. We suggest bringing layers!

We have capabilities to accommodate passengers of all mobilities on our Icefield Excursion and some accommodations can be made for the dog sled tours. Email us at tours@coastalhelicopters.com with any questions you may have!

Unfortunately, no. Due to the limited space in the aircraft, and the nature of our flights, we are unable to accommodate service animals.