Thank you very much for your feedback. We appreciate all input to our service.
With regards to your son's covid case, we are very sympathetic, but covering costs in this sort of circumstance is the purpose of travel insurance, which our terms and conditions require you to have.
Our website, tour pack and general info booklet all provide clear information regarding luggage limits - every customer is entitled to one 20kg bag for the duration of their tour by default, and additional bags can be added for an appropriate fee. In this case, your four-person party arrived at the start of your tour with eight bags, one of which was over 30kg - none of our luggage handlers has insurance to move luggage of that size.
Nevertheless, we hope the legs of your tour you did walk were enjoyable, and we wish you all the best.
