Did not get picked up

My family and I were very excited to do the Deluxe Oahu Grand Circle Island Tour. Unfortunately, the bus did not pick us up. I contacted dispatch 5 min. before pick up time to make sure we were in the right spot and we were. Buses came and went and our bus never arrived. According to dispatch, the bus was there waiting for us for 15 minutes. What was upsetting was the bus is a deluxe big bus and not a van. You cannot miss it! Although this was a huge disappointment and a waste of time, I give 5 STARS to costumer service for Veltra. She took care of my concerns and was very easy and friendly to talk to. I'm sure there was a miscommunication somewhere and a huge error. I will be getting a full refund and may use them again in the future. Everyone deserves a second chance!