London, United Kingdom
When I was waiting outside my hotel to be picked up by Viator at a specific time in the morning, a driver from the local tour operator arrived with his bus, looked at my voucher, and said that I was to come in his bus, so I got on board. When I told him that my friend was waiting at another hotel to be picked up for the same Viator tour, he said that he was driving to different hotels and that she would be picked up. This did not happen. At Victoria (?) Station, I went to the tour company's kiosk and was told that because I had made a mistake and gotten on the wrong bus, I should take a taxi to the Tower of London to find the Viator tour. They did not offer to pay for the taxi nor did they show any concern about my situration. I took a taxi and finally met up with my friend and the correct tour group ~ 2 hours later, and the rest of the day was fine. The leader of the Viator group was very kind and helpful after the poor start to my day.
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