Hello,
Thank you for your feedback. We do indeed care quite a lot about our customers.
Your information is not correct, the morning tour is scheduled 09:00-12:30 and the afternoon tour 13:30 – 17:00. Guests on the full day tour usually have an hour/45 minutes between tours for an independent lunch break. Tours are typically at Abbey Road crossing for 15/20 minutes.
The tour meeting instructions point out Tesco Express, Costa and Pret, all within a 5 minutes walk of the tour meeting point, en-route from Piccadilly Circus. Many guests stop in these places en-route to the meeting point. Both Costa and Pret are opened from 07:30 on Sundays.
This particular guide incorporates a coffee break in the morning, so 10/15 minutes circa 10:15/10:30 you again had opportunity for toilets, to buy food/drinks.
Your specific departure did indeed unfortunately have a vehicle battery issue, which meant you were an additional 20 minutes off the coach at Abbey Road. There is a shop as well as the photo ops there to occupy the extra time.
Once the vehicle had been sorted, your tour guide had a choice of either cutting the tour short by 20 minutes or to continue with a late finish. He chose to not cut the tour short for the benefit of all guests.
The guide report says morning tour finished 13:10-ish, so including the 10 minutes grace period we wait for latecomers, meaning afternoon starting 13:40, that meant you should have had about 25 minutes for a lunch break between tour segments.
End of morning tour, your guide spoke with you and pointed out Pret, basically across the road from the meeting point, advising you could eat your food on the vehicle (something normally discouraged.) 20/25 minutes is ample time to use the facilities and buy sandwiches/drinks at Pret, or Costa. I grant you, 25 minutes is not enough time for a sit down restaurant lunch, but that is not an option in any case on a touring day.
The battery issue and 20 minutes delay, while not ideal, did not impact your choice to not eat breakfast and it did not impact your choice to leave for a leisurely sit down restaurant lunch over buying sandwiches at Pret (or Costa) and joining the afternoon portion of the tour as scheduled. Therefore, we did not grant your request for a refund in this case. Thank you for your understanding.
Best Regards,
Kate