Dear Mary,
Thank you for the feedback provided. We are deeply sorry to know that you haven't enjoyed the day.
Unfortunately, the bus found a car accident along the way from Florence to Montecatini and it delayed the whole tour. In order to make up for time lost in the queue, the tour lasted longer and ended later than the scheduled return time.
It's important to note that passengers couldn't remain inside the bus when the rest of the group is on tour. Typically, our drivers take the bus to a parking area, where maintenance tasks such as cleaning and adjustments are carried out while passengers are on the tour. This practice ensures the vehicle's upkeep and, unfortunately, prevents passengers from waiting inside.
We are confident that our tour leader conducted headcounts both in Pisa and Lucca, though these efforts often go unnoticed. We entrusted the tour to a diligent and experienced tour leader, and we stand by her and her work. Navigating complex situations, especially when external factors come into play, is a challenge, and we appreciate her efforts in such circumstances.
We regret that your experience with us fell short of your expectations. We always strive to offer our clients the best experience possible, but unfortunately, it is not always easy, especially in the face of unexpected challenges. Your feedback is invaluable, and we will use it to improve our services. Thank you for your suggestions and concerns.
Have a lovely day,
Ciao Florence Staff