Hello Jenny, Thank you for the feedback. It take 30 mins to get from the airport to Palm Cove and we advertise that on our website. But it does appear that you had to wait another hour or so after luggage collected. Without any amplifying information as to when your flight arrived, if it was delayed and you were reassigned another service, it was full, then another service needed, whether you were pre booked or a walk up, we have no details to comment. Suffice it to say, our staff (and we are understaffed) do all they can to get our passengers in and out of the terminal as quickly as possible. And you are right, an upgrade is worth it in the end. We hope you enjoy you stay here.