This is a well run operation. The reservation process is friendly and the agent was patient and helpful while my wife and I discussed the options. I was a bit miffed at the shuttle ride to the airport because we sat and waited at a casino for 20 minutes for someone who was late to the pickup, but everything was great after that. The airport is relatively comfortable. Food is available and there is a gift shop to occupy your time while you wait. Papillon employees are congenial and seem to have pretty good customer service skills.
The tour itself was stunning the entire way. The helicopter is comfortable, but don't plan on a lot of idle chit-chat because it's loud and you'll be wearing a headset. I would recommend taking the flight that lands in the canyon. It's worth a few extra bucks. The lunch is adequate, and the scenery from the canyon floor is breathtaking. You have to get a shuttle pass for the return trip to Las Vegas and I never heard anybody tell me that, so we missed a couple of shuttles before we figured it out. Otherwise, you don't spend a lot of time waiting around for your tour or the shuttle. Other than that the ride back was comfortable. If you're not one of the first dropoffs, the shuttle ride might be a bit long and irritating.