This customer has also submitted a review to Viator, substantially differing in his account of what happened, which also differs from what he told me when abandoning the tour.
1. The customer is correct in that it was a rainy day. The vehicle was parked opposite the Cruise Ship Terminal, across the street, exactly as described to the customer in his confirmation of booking. None of the other passengers, apart from two, who had booked on through Viator, had any problem in locating the vehicle. We cannot be held responsible if the customer chose to wander around in the rain with his family. He had my mobile number, but chose not to use it.
2. The vehicle was fully booked, except for a single seat. I do not agree that any of the other passengers were "very large". They were normal size Senior Citizens. The 12 seater vehicle we use, a Ford Transit, is spacious and even large people can be accommodated. This family occupied the two foremost double seats, so the size of the other passengers were of no consequence to them. It is normal practise among all tour operators to sell un-booked seats at the wharf, until departure time. The vehicle left the wharf on time, but two passengers had not accessed their departure point instructions, so found their way to the Travel Centre, from where we picked them up. This is where the family vacated the bus, citing the fact that the children were traumatised by the wet conditions. We did lose a bit of time in the wharf area, as there was a Festival on, some of the roads were closed and traffic was chaotic on the day.
3. When the family arrived at the bus (first to arrive), I do not believe that any of them were very wet, as I had been standing next to the bus for over an hour without getting wet. I asked the age of the 13 year old boy and was informed that he was 13. I indicated that he would be eligible for the child rate (meaning that a refund would be due to the father). The child rate at Port Arthur applies up to the age of 17, but my tour rates stipulate up to the age of 12 (which was an error). I have now corrected this. In fact I would have booked them on the family rate, which would have attracted an even bigger refund for the customer. I did not instruct my driver to do anything about buying "this kid" a ticket. In fact, I personally phone an order through to Port Arthur bookings to pre-book the tickets, after the vehicle has departed, so that the tickets are ready and waiting for them on arrival, to save queuing.
4. The customer, subsequently, through Viator, asked if he could be refunded the $90 which he believed would have been used to pay for their admission to Port Arthur, which is the family rate for a member of the public arriving at Port Arthur on their own. As the original booking was for 3 adults and one child, I refunded $111, which I, as a registered tour operator, would have paid, after my discount. He fails to mention that he actually got back more than he asked for!
5. By all accounts all of the other passengers really enjoyed the day out.