Dear Mirela, first of all we wanted to thank you for choosing to do a trip with us and also for taking the time to review us. Unfortunatelly it is correct that you coulnd't use the cable car during your excursion yesterday. As you know, in the morning our company received the information that the cable car will be closed due to the weather (which was true). We informed you about that when you were getting onto the bus and explained it to you. During the time you spend up in the national park the weather changed and the cable car was opened up again. This was an unforseen event which happens quiet frequently here because we get sudden climate changes often. The problem is, that in order to use the cable car during the excursion we need to prebook it. Of course we had prebooked places for yesterday as well, but it was way past that time (over 20 minutes) when the cable car opened up again. Booking a spot directly there takes between 1-3 hours which indeed we were not possible to provide, mostly because there were many others on the excursion which would have had to wait for you. As we already talked to your selling point and to our guide, which both assured that they explained to you just the same, I know that you are already aware of those facts. But please take in mind, that you booked a half day trip to mount Teide which includes the option to use the cable car if possible. If, like yesterday, it is not possible, we are informing all of our clients as soon as we receive the information and provide of course an alternative, which yesterday was a longer visit to the national park as well as an extra stop at Pino Gordo. In the national park you visited the famous "Roques de Garcia" which is the most interesting and beautiful part. We are sad to hear, that you did not enjoy our excursion.

Dear Helen, we are sorry to hear that you did not enjoy your excursion with us. Unfortunately a mechanical breakdown can happen and can not be predicted. The one we had on Monday during the pick up indeed caused a delay of 25 minuts, which we recompensaded quickly with the help of other buses, so that the delay only compromised the pick up but not the excursion itself. We’ve been picking up our clients of different excursions with the same bus for years as this is the fastest way to bring everyone to the starting point (or to the park), avoiding waiste of time and doing less than 4 stops (either to pick up other people or to leave some at their final destination. The stop we use to do at the end of the pick up, where the mentioned bus changes where made, is meant to improve the customer experience, especially from our clientes of further pick up pointes. There they have the chance to use the toilet or get a quick coffee before we make our way to the mountain. Indeed we had to speed up this process on said day due to the unforseen event happening with the bus. Concerning your complaind regarding the cable car: To ensure the best possible experience, we have a daily reservation for our excursion clients at an appointed time, that way we can avoide hours of waiting in line but get up directly and enjoy more time on top. However the weather somedays changes quiet rapidly, causing that sometimes we get information about the cable car closing or opening very shortly before. As your guide told you, we were given the information that the cable car will not be running at the reserved time, unfortunately leading to our clients not being able to use it. Even if the cable car opened again later, after said reserved time, there were no places left and you would have had to wait in line for as long as there would have been a spot opening up. This, sadly isn't possible during an excursion with several people, because all of them would have had to wait for a long period. Again, we’de like to state that we are very sorry that you did not enjoy your excursion and we would be glad to invite you to come with us again (for free). Please, get in touch with us if you want to accept our invitation. Kind regards,

Dear Customer, we are sorry that you did not enjoy your excursion with our company. There must have been a misunderstanding when you bought the ticket. We never had an half day excursion to Los Cristianos. For years we are selling and doing this trip the same way. Most clients want to enjoy a little more time to get to know the old city center or go shopping. We are taking notice, that unfortunately nobody informed you about the exact schedule when the booking was made. Our Comercial department will make sure to inform all selling points again so that such unfortunate incidents can be eliminated. Kind regards