Invergordon Bus Tours

Operator replied on 28th November 2022, 2:41pm:
"If I may reply to your rather emotive review Robert. On the morning of your visit to the port of Invergordon, Scotland, UK back in September on your British Isles cruise, we waited at our meeting point counter located conveniently less than 10 minutes walking distance from the port's main cruise berth for you both to present yourselves to us timely to take up the 2 seats that you had reserved online on our website for our City Bus mini tour/service that was due to leave Invergordon at 0930. When your appearance with us had become overdue, I looked in the IBT e-mail account to see if you had written to us to explain your delay, but there was nothing. We delayed the departure of the tour vehicle to the point at which others already seated and ready to go may have become restless, we just had to depart without you both. All guests that reserve with us on the IBT website in advance of their visit to Invergordon are made aware of our 'Terms & conditions' page that explains our refund policy. A specific couple of paragraphs on this page informs all online buyers that if they don't present themselves timely for the scheduled departure of their tour, without previously attempting to inform ourselves reasonably, they forfeit their right to a refund of their payment. A considerable time after the City Bus tour vehicle had departed my partner informed me that you had spoken to her on our landline phone, explaining that you had been detained on the ship due to your contracting Covid-19 infection, and that you expected a refund in full of the money that you had paid us. She advised me of the conversation that you had both had, that included her advice to you that due to your having made no attempt to contact us before the 0930 City Bus departure time to inform us that you wouldn't be taking your seats, that you forfeited your claim for a refund. Another couple on your cruise that had also reserved seats on City Bus unfortunately found themselves in exactly the same predicament as yourselves, but they sent an e-mail to us 95 minutes in advance of the departure time informing us of their situation. They qualified for a refund in full, which they received without question. However, as an act of good faith, and even though it's not due to you, I have already refunded your payment of £39.90 GBP. You see we are not a 'cheap company', quite the contrary in fact. Cruise guests that have toured with us over more than 10 years hold our team in high regard. Perhaps as an act of reciprocal good faith you might reconsider your review. I hope that you are now both in good health. "