We had our flight booked for February 18th at 11:30am. As per the instructions received by email, we arrived the before 10:45. While we were waiting for our flight, there were lots of groups arriving after us but getting called for their turn within 15-30 minutes. At around 11:45, our name finally got called. However, there was another couple (which arrived after us) complaining to the staff, which then told us that they (apparently) made a mistake and called us to early, even though we were already 15 minutes behind schedule. I pointed out to the staff that we were scheduled for 11:30, but they didn't care at all! We were not given any further explanation or apology either. At 12:30, we finally got to take our tour with one hour delay.
This was a really poor treatment of customers who actually paid a lot of money, especially considering that in their intro video (which was running nonstop at their office) they claim to "pride themselves in great customer service"! Unfortunately this is a classic example of a company not caring for their customers since they've already got their money and tourists will most likely not return anyway. I feel really sorry for their pilot who actually did a great job despite tricky conditions. However, due to the poor service of their ground staff, I really can't help but giving them the lowest possible rating.