Thank you for your substantive comment. We are sorry that you were not satisfied with this day. I checked the booking process step by step.
1. It's true; the time was changed from 8:00 to 9:30, unfortunately we do not have influence on the assigned visiting hours in the museum, in this case, due to the limits in the museum, we had to shift the start time of the trip. Please remember that the time you choose is more informative and we provide the exact pickup time the day before the trip and we try to make the pickup time as close as possible to the one you choose. The pick-up time depends on the location of the hotel, the planned bus route and the assigned visiting time at the museum.
2. Any time, even after the 24-hour deadline, for a free cancellation, you can write to the support of the tour seller that "we ask for cancellation because our time has been changed and it does not suit us" we always confirm each such annulation with a full refund.
3. You bought a tour with transport, you did not provide the address from where we should pick you up, so we sent you an hour of the tour from the meeting point in the center of Krakow. You were guaranteed full transportation. Here is your answer: "Not applicable. I don't need to be picked up." so we decided that you have your own transport and you want to join us on the spot (it's normal for us, we have clients who do this). After explaining, you decided to come with us from the center of Krakow.
4. The tour you have bought is a regular tour with other participants, in the Auschwitz-Birkenau museum the group of visitors may not exceed 30 people. We had more people and therefore the group had to be split up. Tickets to the Museum are personal and cannot be changed, so you had to enter according to the submitted list. These are the rules for visiting the Auschwitz-Birkenau Museum.
5. Unfortunately, part of the group had to wait for the second group - that's true. The guides of both groups were booked for the same hour, but something must have happened in the museum because one of the groups could start the tour with a 40-minute delay, the museum did not inform us about the reasons, the guide picked up the group and waited 40 minutes for the green light to start the tour. Our pilots were not informed that the group was delayed, so they waited with the hope that the group would come soon. Both groups were booked to visit for the same hour. Please remember that this is a large museum, which is visited by even several thousand people every day, there are security limits, a certain number of people may stay in the museum at the same time, which sometimes complicates and disrupts the plan. We as organizers have no influence on some things.
Thanks again for your feedback, they are very valuable to us and help to improve the standard of our services.