Booked a trip for two on 02/07/14, all confirmed in writing and with credit card information.
On the day we waited for 30 minutes outside of Catania station. Eventually a man turned up who looked like he might be a tour guide, although he had no branding. When I asked if he was with Etna Experience he said yes but we were not on his tour list and his 'colleague must be on their way' to get us.
After another 10 minutes he finally rounded up his group and rang the office to find out where our tour guide was. It turned out they double booked us and had no room for our group. They admitted that it was entirely their fault, but all they could offer was an afternoon/evening trip instead, or to book in for the following day.
It was a lot of effort to get to Catania for 8 in the morning, and it was not an enjoyable experience. To then find out we couldn't even see the volcano was devastating. We could not do another time because we were only in Sicily for a short stay. Some people may find me to be over-dramatic when I say that Etna Experience ruined our holiday, but they really did. The trip meant we were robbed of both an evening (as we had to go to bed early and stay sober to drive) and a full day too.
In terms of compensation they offered to pay the cost of our travel to get to Catania, but they had no way of compensating me for ruining my holiday. All I got from them was a rather unconvincing 'sorry' before the tour guide instantly forgot about us and moved on.
I can not emphasise enough how people should avoid this unproffessional, inconsiderate and completely inadequate company.
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