For a 5 1/2 hour trip, a considerable amount of time is spent travelling - approx 1 1/2 hr each way on the coach and then 10 min walk from the coach park to Pisa. We feel this should be a full day trip. The afternoon was very rushed and we did not have enough free time to do anything. The guided tour of the square is only outside the buildings - contrary to your descripton of the trip, we were not given a tour inside the cathedral - we were told we could do this in our spare time - but we never had any! We were taken on a 10 min walk into the old town to see Knights Palace - and after a 10 min walk back to the square, only had 15 mins before our timeslot to go up the tower, during which we had to drop off our bags and queue. After the tower tour, we had just 10 mins to collect our belongings and meet the guide to return to the coach. We therefore did not have any time at all to go into the cathedral, baptistry or Campo Santo, and nor did we have time to get something to eat or drink, nor look at the market stalls/shops.
This was very disappointing, as aside from climbing up the tower, we had wanted to explore the cathedral and other buildings. The walk to the Knights Palace was a waste of time - it should be optional - if people want to do in their spare time, rather than the whole group having to do. We were not given the option.
Also, I think at the time of booking, you should advise customers that you are only allowed to take a camera up the Leaning Tower - all valuables/personal belongings must be stored in a locker and you are not allowed to take water with you.
Our tour guide, Claudia was brilliant - very knowledgeable. She was very informative and really interesting - she made the tour. This was the best part of our trip
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