Although these tours fill a gap in the market, allowing those who do not wish to self-drive to see areas of the Highlands of Scotland they would otherwise miss, I pray you enjoy your experience because the aftercare skills of the company are somewhat lacking. Having arrived at the pick-up point early we were stunned to come out of the tourist information centre and see our minibus leaving without us - prior to the set departure time. Another of their minibuses arrived and they did get our bus to return for us but alarm bells were already ringing - perhaps comparing them to the fabulous service we received in Edinburgh from Timberbush is unfair but if you are in the same industry you need to try to do as well as the big boys or charge less. The tour started and we were comfortable together at the front, at the next pick-up point we were asked to move so others could all sit together - they moved us to the back where we could no longer sit together!! At the back of the minibus we began to feel ill, we reckoned the day could only be salvaged by leaving the tour as soon as we could and making our own way back to Inverness. Comments were made to the company regarding our tour and they came back to us with a catalogue of excuses, and plenty of big words no doubt intended to intimidate, and the offer of a £15 refund which they said would be deducted from the driver's wages! Unhappy though we were with the service we received from Puffin Express, telling us the refund is coming direct from his wages is simply making us feel worse. They employ the driver and should accept responsability for his actions (do they offer training??) Next time we will stick with tours from reputable companies, with smart coaches and excellent customer service skills - NOT those happy to charge for a substandard service in tatty and uncomfortable minibuses.
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