We booked a bus and ferry crossing from Krabi town to Ko Samui with this company based in Krabi town. They did not collect at 8am as promised at our hotel. No phone call. We phoned them many times and eventually got through. Was told the van had broken down and we would have to wait for next one at 11am.(Ha Ha that old chestnut). We paid for a taxi to their office to ensure we were not forgotten again and prepared for the long wait until 11am. At 11am no bus had arrived. The young staff just sat there, and the manager in his nice flashy merc on the pavement said nothing either. I approached the manager and advised him if no van in next 10mins we wanted our money back. Well that did the trick, as always in Thailand mention money they move, even putting down their precious iphones. I then noticed the manager having conversation on his mobile. 10 mins later an old mini van arrived. However we were not driven to Surat Thani for our ferry but taken 1 mile up the road to another tour operator. When we complained to new tour operator about the poor service, we were informed they had nothing to do with our original booking and that manager at PP Smile had only just phoned them to arrange our transport and she did not know we needed a ferry to Ko Samui.
My experience, after many holidays in Thailand and living here for the past 9 months is that behind all the false smiles, lies a greedy and selfish culture developing in the tourist industry. The will never tell the truth, their culture is to lie always and 'save face'.