A group of friends booked a trip to a spa and the trip was part of their booking with a travel agency. They were told to arrive at a particular bus stop at 12.30 and just to be sure the members arrived there already at 12.15. There were several buses that stopped where they waited, but when they inquired if they were booked with them, they were always turned away. After an hour of waiting, one of the group went back to the hotel and asked the receptionist to call the bus company and let them know that the group of friends was still waiting. The bus company employee asked, "Were you at the right stop?" The customer answered yes, so the employee asked them to take the next bus, arriving in a few minutes. After half an hour, no bus had come. One of the group went back to the hotel, where the receptionist called again and was told that the company would send a car, which would arrive in a few minutes. Again, half an hour passed without the friends being picked up, and then they all went to the hotel together, because they were cold and the time they had booked in the spa had passed. An employee of the bus company said that GPS points proved that the car had arrived but the friends had not been there. The group of friends denied this, but the employee said he couldn't help them. Later, the group of friends heard of other travelers who had similar experiences with this company.