We would get a little more on our own

Hello! My name is Alexander, about this tour, I remember the situation. In this case, to go out as usual, the tour operator agrees with the company that provides transportation to seaside resorts, so that it was better for tourists, and to leave the blame for the tour operator.
I will describe the situation as it happened - Iron Port, a village for recreation on the Black Sea, is small in size, which is why the bus, when bringing tourists on vacation, go only on the main streets, where tourists disembark to hotels, under the hotel opportunities, because on some streets a car can barely pass, agree that the bus is not able to go to each hotel! That is why, as a bonus, when possible, the Tour Operator turns to the company that provides transportation to provide a transfer to the hotel, usually tourists to the hotel, if it is closer to the sea, come alone, meet the owners or taxis.
You have been provided with a shuttle bus.
In your situation, you called the company, it is possible that you had a landing not in Khmelnytsky (where there was a departure), but to Netishyn, agree, this is a long distance from Khmelnytsky, without problems and "surcharges" by the carrier, you agree requests. In that situation, on the day of departure, the local bus that gathered tourists in Z.Port, he did not look at the lists, and who goes where, to which bus, you did not answer clearly, so there was a misunderstanding.
For boorish attitude - sorry, we do not have this information, because you and you called the dispatcher of the transport company Shepetivka, the contract states when you book sea tours, namely item "4.4." Contractor "is not responsible for service and services provided by the transport and airlines that sold the ticket to the tourist. "
We do not know who provided you with information about the breakdown of the bus, but it was not true information, there are cases that there are breakdowns, it is expensive, but this trip was not.
Understand - do not panic that someone and someone "forgot from the tourists", there are no such cases, such as our company and the transport company in which we book transportation. You made a conclusion on the transfer, but how did you leave then, if you were not on the lists and forget the tourists, it is not allowed. And waiting "at the specified time" is a road, there are delays, the collection took place on a big bus so that everyone could ride comfortably, that's why there were delays in departure.
Thank you for your understanding, Yours sincerely, Director of Partner Tour Groups, Alexander Bondar

I understand that it is your right to defend the reputation of your business.
The street where we lived was one of the main and even paved, we were taken to the hotel upon arrival. When we were dropped off, we were told that they would pick us up at this stop on the day of our departure.
But this is not the point at all. I am not a princess and did not demand to be picked up from the hotel by a comfortable bus or taxi. If two days before leaving, when my husband called you, you would say - there will be a bus that will collect people and take them to the bus, it would not be a problem! Didn't we say clearly? And who warned us that any other bus, bus or car could come after us? No one has ever even made a reservation for us!
So for the future - try to communicate with customers as much as possible and warn them about the incident!

It was the last departure of the summer season, you went home on a big bus, right? and the minibus was collecting, because as I wrote earlier, it was not possible to pick up all the tourists from the hotels, which is why the company that provides transportation decided to transfer by bus to the bus. On the day you called the travel agency, she had not yet been informed of such changes. We pointed out above that Z. Port cooperated with the Shepetivka Transformation Company, before that there were no such incidents with that company. Therefore, we apologize that this situation turned out. Thank you!

Big bus and bus.
You know, at one time I also worked with people through other companies, but in case there were any changes, we always called.
Good luck! I hope that this will not happen again in your practice!

Thank you for your understanding and feedback! The travel agency gains experience every year, including correcting all the shortcomings.