I called Sightseeing pass to reserve my included shuttle from the airport. The lady informed me I cannot reserve in advance and must call from the airport, which I thought wasn't normal with shuttles, as I'd the have to wait extra time for them to come. She told me it would be a 15-30 minute wait, which I thought was fine then. When I called later on arrival, they tried to charge me $40 for the shuttle. After telling them this was included, they then told me that I had to reserve in advance and not on arrival, which is why they're trying to charge me. When I explained what the first person said, they then said they can try and reserve someone for an hour wait and will prioritise everyone else who reserved in advance, which was not what was I was told. He then ridiculed me, saying I should not buy a ticket if I don't know how it works (when I clearly followed the steps). I explained the original person promised up to 30 minutes. They then said they'll get one in 30 minutes for me. When I thought this was over, they informed me the 5 day pass I purchased was only active for 1 day. I payed 439 dollars, so this clearly was not the case, and the ticket said 5 days on it. They said it'll be 1 day and they can't help me, and to contact Viator, where I purchased it from. In the end, it took 30 minutes on the phone just to organise a shuttle. After waiting an hour and the shuttle still hasn't arrived, or contacted me on arrival as promised, I called and they said the shuttle was just pulling into the terminal (I don't know how they could know this instantly without contacting the driver). Another 30 minutes and he still hadn't arrived. Then another 45 minute wait for him to leave. Upon arrival, it took me almost 3 hours from calling to get to the accommodation. Instead of 1 hour by train. This now meant I won't be able to use the pass properly after so many unnecessary delays and stress. I also found out there is no such thing as "fast pass" which they claimed, and no vendor at the attractions accepted Sightseeing Pass for the Express queues. A complete disaster and would avoid buying from these people at all costs!