AVOID GET YOUR GUIDE. WE WERE LATE 15 MINUTES FOR A GUIDED TOUR IN LONDON. CALLED AND EMAILED THAT WE ARE ON THE WAY AND IF THERE IS A POSSIBILTY FOR THE DRIVER TO WAIT. NO ONE REPLIED. WE ARRIVED THERE AND OBVIOUSLY THE BUS AND GUIDE WERE GONE WHICH IS UNDERSTANDABLE. CALLED CUSTOMERS SERVICE EXPLAINED THE WHOLE SITUATION AND RECEIVED A PLAIN ANSWER THAT IS THIS SITUATION THE POLICY SAYS NO TO A REFUND. END OF STORY WE HAVE LOST £180 AND OBVIOUSLY WE DID NOT HAD A SECOND CHANCE TO VISIT AS WERE ON HOLIDAY. AVOID AVOID AVOID 0 UNDERSTANDING FOR A SITUATION THAT COULD HAPPEN TO ANYONE!!!!