They do not value customers, even regular ones.
A year ago, this travel agency was one of the best in terms of sightseeing tours in Ukraine, I regularly used its services with my friends, advised everyone around. But since the summer, they have either reduced the salaries of managers, or changed the staff, but the quality of the services provided has become much worse. Once I ordered and paid for a tour (kayaking), and they didn’t even bother to call me and tell me that the tour was canceled, they made me a scapegoat: I got up early on Sunday morning and went from the Right Bank to the Left, and then I waited another half an hour near the meeting point indicated in the tour description (suddenly someone appears).