On arrival at Miami airport no car to pick us up, stood for 30 minutes in the humidity, after a 9 hours flight and a further hour getting through immigration. After enquiring how much longer we would have to wait, she pulled over a 10 seater yellow van with a unfriendly driver who took us to the hotel. Not a good start to the holiday. Did not receive holiday pack so no luggage labels, had to ask at the port, delayed my getting on ship. The car from the hotel to the ship and the car from the ship to the airport coming back was excellent and on time. Still have the same problem dealing with you. Ring 6 times with any queries to a booking and you will get 6 different people and have to explain what was said to someone else you had spoken the previous day. there seems to be a lot of part time staff as when ever you ask to speak to a named person, the are on leave or off until the next day or so. You need to make the experience of spending thousands of pounds a bit more special. Your current system suites you but not the customer. All the operators I have dealt with have bee very helpful. John Lloyd