Alaska/Yukon Trails - Fairbanks, Alaska

C M

Used Alaska Yukon Trails at the close of the resort season in Denali September 2018. It was the only means of transportation out of Denali that late in the season other than a train that was operated by the hotels but was booked solid. It was stressful enough getting to Fairbanks but i am writing this to tell whomever reading this to do a better planning ahead than I did. The owner Val was very unprofessional and downright nasty. Since she did not keep us informed as to what was happening while we waited over 2 hours for her to show up at the appointed place of pick-up. It was during the wait and calling her to ask what was going on, that this woman displayed a curt and unpleasant attitude, to include telling me she will get there when she gets there, and to stop calling because she is driving and have to be answering the phone. The most simplest of courtesy was not shown to us as customers, she did not even apologize when she did finally show up. However, that was just the beginning, as our trip to Fairbanks was frightening, since she drove at breakneck speeds to get there. Six passengers in the van and no one spoke because we were so uneasy and uncomfortable. When we finally got to Fairbanks we were so relieved, we just ran to get on our flights as quickly as possible.

Again, plan way ahead and please book another means of transportation. The owner Val has zero customer relations skills, lacks professionalism and does not respect her customers, and you do not deserve to be driven in a vehicle recklessly. I would have given the business zero stars if it was possible.

Julie S

Two stars for transporting us without physical injury. (Updated later to 1 star after being cursed at and hung up on by the owner)
This company has abhorrent customer service. We waited at the designated gas station in Denali and a Yukon van arrived and parked. We walked over to it, but the driver wouldn't make eye contact or talk to us. After a few minutes and still with no explanation, he drove away.
A few minutes later, an identical van arrived. The driver got out and I said hello, but he didn't respond. He got back in the van then got out again and his first words were, "Do you have $10 for the extra bag?"
He didn't say hello, introduce himself, or even verify that we were in fact his customers.
We said we could easily put the extra empty backpack in our suitcase to avoid having too many bags, but he said we had to pay $10 in cash immediately anyway. We did, and he didn't say another word. Still no introduction or hello.
An hour later, he said only "10 minutes" when he stopped at another gas station for 10 minutes so he could vape.
When we arrived in Fairbanks, he still didn't say anything. He just stopped the van outside the airport without a word. We asked where the rental car counter was and he finally got chatty. He asked how much we were paying as though he wanted to make us a private deal on the side. When we explained that we already had a reservation and just needed directions to the counter, he only said it was "inside."
It's more than a little disconcerting to be the only passengers with a driver who seems like a psychopath.
*Update* I spoke with the owner, who promised to send a $10 refund. She didn't apologize for the experience or the hassle. Over a month later, the refund has not arrived. My follow-up email went unanswered, and when I called to check on the status she cursed at me and hung up, then refused to answer the phone when I called back.

Anaïs Gueyte

I wouldn't trust them again!

Nowadays, not secured websites and no online payment process sounds really odd to me. I should have trusted my guts!

I contacted the lady in January 18 for a trip from Dawson City to Tok. She explained to me that they normally don't do that but it will be fine and if no one is going to Fairbanks, I will have to be charged full price because the driver lives in Fairbanks and has to go back there anyways. She also mentioned I will be charge two days prior the trip.

I had no news until the day before that my trip was secure but surprised, I am charged full price. We will then be the only one. My second surprise was to wait for the driver. With no one else to pick us but us, how do you get late? .. My third surprise was when the driver said she will not go to Fairbanks but straight back to Dawson for another trip organise the day after.

Then I was paying full price because "the driver has to go back in Fairbanks where she lives" (explained twice by email).

The ride went fine, especially because we were only two. I wouldn't like to be more than 5 in the van!

I've contacted the lady by email to clarify why was I paying full price since the driver did not go to Fairbanks as she explained. The person was rude, and try to find other excuses (that were not making sense by the way).

I couldn't find a way to get a proper answer. At the end, I truly feel like they just had a bit of fun with my bank details.

Be aware....

Keith Richards

I have worked and traveled throughout Alaska for the past 5 years, using many travel and transportation companies. This is by far the worst travel company I have come across.

Their website is confusing and not user friendly.

When making the reservation over the phone, I thought the woman took all of my information. She did not ask how many bags I would have which would prove to be a major issue later. They do not charge your credit card until 2 days before the trip. They charged me a completely different rate. After I called to correct the price, I found out they had a different drop off location from the one I originally scheduled.

When I was traveling to Anchorage I had a plane/weather delay and had to postpone my travel with this company for one day. I had called Alaska/Yukon and talk with the original woman about my problem and she said moving my reservation to the next would not be a problem. The day of the original trip, she called me asking where I was. The same woman I had talked with the night before!

The day of the shuttle from Anchorage to Healy, the elderly driver Dan was less then impressed with me. I had a regular suit case and a carry on that fits the standard for all airline travel. This company's definition of "carry on" is different. They define it as a "personal item" that can fit under a seat. So I owed an additional $10. He wanted the $10 immediately and got upset that I didn't have any cash on me. I had asked if the office could just charge my credit card the $10. He could not grasp the concept of this. I patiently tried to explain it to him that they have it on file since they charged me the day before. Still no cooperation from Dan. I tried to reexplain it and he got verbally angry with me. He then went on a new tactic saying the van may be full and because of all of my luggage the van might not be able to fit everyone, but not before asking how much my luggage weighed. Then he told me to put it in the back of the 15 passenger van. Everyone had to put in their own luggage, and remove it later at their drop off location because Dan couldn't.

At the first stop at a grocery store he demanded my $10. I gladly gave it to him to calm him down. Silly me, I apologized and tried explaining it once more to Dan, but he said to stop arguing and threw out that I missed the van the day before! He threatened to kick me off the van in front of all the other passengers. Everyone just looked at Dan wide eyed and didn't say anything.

So I'm writing all of this to say there are several other Alaskan travel companies that treat their guests with much more professionalism and grace. If it had only been one problem, or possibly two with this company I could overlook it. But this entire experience was completely ridiculous. Safe and happy travels everyone.

Darla McCaslin

May 1, 2019 Val picked me up in Fairbanks and drove me to Denali. She was very friendly and taught me a great deal about Alaska and the areas we were driving through, she even pulled over a couple times to allow me to take a quick pic, none of which she had to do by any means. At no time was she anything but pleasant and the ride was comfortable and safe, I enjoyed it very much! I plan to travel back with her when it’s time and I definitely recommend using her service!

karen bradt

The actual van ride was ok, although the driver chose to drive the wrong direction a short distance down a highway rather than turn around to find a hotel he bypassed. The customer service staff however, was extremely, rude, unprofessional, and unfriendly. It was not worth saving $5 from the Park Connection bus. I took both between Denali and Anchorage. Park Connection was much more comfortable and professional, oh, and no need to wait in line at rest stops for the bathroom because there is a bathroom on the Park Connection bus. I'd much rather stop at scenic areas for a rest stop than at a convenience store to use the rest room and buy snacks, but that's just my preference.

Greg Smith

WE spent 3 weeks in Alaska in July 2016. Part of that time was a trip between Fairbanks and Dawson City with Alaska Yukon Trails. It was, in all honesty, one of the highlights of our time there. We were picked up by Dan, our driver, on time and taken to Dawson City. Dan was a really entertaining character, keeping us informed along the way, with local stories and stuff. Stops were well spaced and there seemed to be no rush to get moving until everyone was ready to go. One of the best Alaskan experiences for us, well done Dan and team. Thank you, Greg Smith, Nelson, NZ

Matthew Stephens

The shuttle service website says they pick up from the Denali Park Visitor Center bus stop. Asking several different park rangers where that was, I went there. They actually pick up from the visitor center parking lot but this was not made clear in any conversation. Because I missed the bus, despite repeated calls to ensure I was at the right place and time, I am not offered a refund.

I would say only use this bus line if there are no other options because their policies and pick up locations are unclear. If you do know their pick up locations, I hear that it is a good service, but if you are from out of state, I would recommend a system with clearer policies.