Dear Stephen,
Thank you for your review but I am not sure why you have not given the full details. I have investigated. You booked a separate arrival and departure fast track as per screenshot. There are NO transfers included. We have never received any message from you, i do request you to show us where as you see there is NO message from you. Here is our proof
https://paste.pics/Q8G03
https://paste.pics/Q8FWJ
The guide met you off your flight AND you told the guide you had checked through your luggage (you never told us this earlier), so the guide then processed you under "Fast track with transit". The guide was being helpful to process you faster entry into Thailand and not leave airside, which they did.
You did not get what you paid for, you got MORE than what you paid for.
This report has also been sent to Viator
Thanks,
Paul