I am truly surprised to hear that. I have used them almost exclusively since 2008 (that would include two trips to Argentina, four to Africa, three or four to Canada (one of which Lori handled very competently) and have had nothing but tremendous support and service. We are headed to Spain in October where we will hunt for three days and play tourists for ten. They have put together air travel - plus cars, drivers, and guides where requested within Spain. Based on a similar expedition to Italy last year, I fully expect everything to work like clockwork - and without any headaches on my part.