With a big issue we got hold of a lady from Buffalo Tours and she said that they waited for us, but we did not pitch up. I explained to her that our flight was delayed. She informed me that we must take a taxi (which she arranged), pay the driver and the hotel will refund us. I did pay the driver R1800-00 BAHT. At the hotel they said that they cannot refund and that I must speak to the lady from Buffalo Tours (her name is Dina). When I spoke to Dina over the phone she keep on asking several times why I did not inform them that we are going to be late for the pickup??? She also informed us to ask your company when we are back in South Africa to refund us?? During our stay in Phuket we never saw this Dina at all. I even had to ask the reception at the Sunset Hotel to phone her and find out what time the shuttle will pick us up to take us to the airport.