My name is Valerie and I'm the owner of Due South Travels. I am so sorry to hear about your delayed experience that resulted in missing your flight. Prior to this review, I have received no contact from you so I apologize if you did not get my first message confirming pickup where I provided our agency numbers, travel voucher, and email address. When we informed you that we do not collect passengers from outside of Panajachel, we set Selina as the collection point but in no way required you to change your hotel stay. Also, we wrote that the shuttle picks up around town as its a shared service and that there may be a wait during pickup time. I apologize if that information was unclear.
Second, you definitely did not have the experience we strive to provide, and I will check with the transportation agency as to why that was the case. Our website has more information about booking our third-party shuttles but I promise, this was below our standard. https://www.duesouthtravels.com/transportation-disclaimer
If you'd like to reach out to us directly I can help you deal with your travel insurance company to submit any paperwork you might need in order to be reimbursed for your trip delay. Please message us on whatsapp or email firstname.lastname@example.org.
Again, we are extremely dismayed and surprised to see this review since we had no contact from you during travel or after, but contacting us directly for assistance will be the best way to rectify this.