My family and I (11 people) booked a day trip to Oahu through Discover Hawaii Tours. Discover Hawaii made an error in booking our return flight and although we alerted our tour guide and made several calls to the company, we were stuck there overnight because they refused to tell us the truth and tried to pacify us by saying their driver would be there in 5 minutes when they were clueless. We would have taken a cab back to the airport instead of waiting on the missing driver. 35 minutes later he shows up and races us and others to the airport only to find that we missed our plane back to the Big Island by minutes. Discovery Hawaii could have called Hawaian Airlines to hold the plane for 10 minutes, or told us that they gave us the wrong return flight info and that they would not be able to get us back that night and use the time exploring oahu but instead they allowed us to run around like chickens with our heads cut off for 3 hours making phone calls with no idea what was in store for us. Discover Hawaii feels that putting us up in a crappy airport hotel and giving us a very minimal refund was adequate. The customer service we received was extremely poor and the rep was rude. We were given the name of another person to speak with but received the same response each time we called ""he is not available."" We would like to hear from somebody in the company who actually cares about their customers. They have a saying "" Ohana, We are like family and no one is left behind"" I sure felt left behind tired, hungry, and unprepared to take care of my young family members for an unexpected over night stay.
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