Dear Dajia_D
Thank you for letting us know about this. Your feedback helps us do better. We are looking into this issue and hope to resolve it promptly and accurately.
Our tour coordinators are at the meeting point as early as 3:30 and we are lining up the passengers as they arrive.
On the 23th of December you called to report that you will be late. We waited as always 10 minutes for late arrivals and your group was NOT there.
As stated on your voucher "Out of respect to the other customers, the waiting time at a certain pick-up location will be no more than 10 minutes."
After the waiting time of 10 minutes the bus departs.