Dear Kristel, Thank you for taking the time to write this review. We are very sorry for this unfortunate situation. We know that you warned us about the delay and we thank you for that, however please note that we waited for you until 9:30 A.M. (we can wait a maximum of 15 minutes, but we waited longer for you). Unfortunately, since you have booked a group tour and not a private one, we have to respect the standard program times and also the other customers who were waiting for you at the meeting point. Please also consider that we gave you an alternative, offering you to join our tour the day after your experience. We sent you several messages that day, as our priority was to give you the alternative of joining us tomorrow or on another day when you would be available (without any extra fee). And since we were waiting for your reply, we could not give availability to other customers who asked for the next day. Since you never replied to our offers, we followed our policy and charged the penalty fee for your no show. We fully understand and know that it is not your fault (nor ours, but we have to follow our penalty policy), which is why we have given you a voucher valid for 1 year. Furthermore, we would like to stress that all our customers (including you) are informed BEFORE booking of our booking and cancellation policy, which clearly states that we will charge 100% of the amount in case of cancellation 12 hours or more before the excursion and in case of NO SHOW. Immediately after issuing the voucher, we also sent you another email, stating that we were willing to extend the voucher by more than a year and that we would also apply special discounts in case you return to Sicily (it doesn't matter when, just show us the voucher and email). We tried to help you in every possible way: first by waiting for you for much longer than the acceptable 15-minute delay, then by offering you the chance to attend the tour the next day or another day, and finally, since you never gave us a reply, with the voucher. We do not think, therefore, that this review is fair. However, we accept your feedback and hope to see you soon on tour with us with the voucher we offered. We wish you all the best, Etna Experience Staff.