11 Feb 2023
We had booked an 8:05 AM shuttle from Airlie beach to Prosperine airport and the meeting point was a bit confusing (it was pinned at a round about). I decided to contact the tour operator the night before to confirm the pick up location. I didn’t hear back until the next morning via text and the woman who was responded was incredibly rude. She told me that she didn’t have a booking for me (despite me sharing screenshots of our confirmation and booking reference). She seemed extremely aggravated and called. I couldn’t answer so I returned her call and she informed me that they didn’t have an 8:05 AM shuttle (though that is what we booked) and that we would have to take a 10 AM shuttle. I tried to ask a question and she cut me off. Once we hung up, I asked if she could send me a confirmation for the 10 AM shuttle and she said she still didn’t have a booking from viator. After a while I received a message via her from viator saying that my 10 AM shuttle was confirmed, but this created a lot of anxiety before our flight. However the driver was punctual, incredibly sweet and informative on the ride. The poor review is strictly based on the woman handling customer service from the number provided on viator. Also if they did not have an 8:05 AM shuttle, it should not have been an option on viator.