Customer Service: The customer service team was good and responsive. We initially managed to book a trip for 28 Dec but were later informed that it was full and were asked to move to 29 Dec instead. This was disappointing as the booking by went through and we have made other tour arrangements with the original date. It’s unclear whether this was due to a system issue or an arrangement to group tourists staying at the same hotel together. The booking date was not updated in system so reassurance was given by their customer service. Tour Experience: 1. The tour was fully booked, and the bus had very limited legroom, making it uncomfortable, especially for a full-day trip. 2. For the Puffing Billy steam railway experience, not everyone was able to sit by the window for the signature leg-dangling experience. As this is the highlight of this segment, the tour should have ensured there was enough space for all tourists to enjoy this unique feature. 3. It’s worth noting that the driver and guide were the same person. This meant that the guide mainly interacted with passengers sitting in the front. While he was talking and explaining during the drive, kudos to him for ensuring we arrived safely at all locations despite multitasking. Suggestions for Improvement: • As the tour ends at midnight, removing the zoo segment, would allow the tour to start later and make the experience less tiring. During the zoo segment, about a third of the group did not even participate, which reflects its lack of appeal. • Ensure better seating arrangements for highlights like the Puffing Billy railway so everyone has the opportunity to enjoy the full experience. Overall, while the service team was great and the guide/driver did their best, there’s room for improvement in the tour’s itinerary and logistics to enhance comfort and enjoyment for everyone.