I work in Sun Peaks and just had a guest arrive upset about the service she received from Sun Star Shuttle. She had a confirmed booking but her bus was late and they would not wait 30 minutes for her to arrive. She was then stuck at the bus stop at 8:40pm with no ride up to Sun Peaks. Worst of all they claimed that they were unable to refund her because they already had to pay their driver. Apologies, but last I checked you can only charge someone for a service if you perform said service.
Answer to you're response:
Certainly I will clarify. Guest missed her bus as her plane was late to Vancouver, she called at 8:15am to inform you that she would not arrive at 1:00pm rather at 8:20pm. Then the bus from Vancouver to Kamloops was delayed by 30 minutes, she called you at 5:45pm that the bus would not be arriving until 8:50pm. From a business perspective this is a almost 2 1/2 hour heads up to simply reschedule by 30 minutes, you had already agreed to pick her up at 8:20pm, I could not image that the driver was waiting since 5:45pm for a the pickup at the bus stop at 8:20pm. For someone coming from out of town to Kamloops what kind of experience is it for them as a visitor to Canada to know at 5:45pm that the pickup she had arranged and paid for would not come get her. Young and stranded at the bus stop in a city she does not know whilst her destination is 1 hour from said city Kamloops (She paid $58.80 for a pickup at the bus stop, please refund as you did not pick her up). I then had to call you're competition to help assist this young traveler, which they graciously did.