Thank you for sharing your experience with our community. We are more than happy to know that you had such an amazing time on this tour.
On the other hand, we are extremely saddened for the inconvenience that occurred at the end. Sadly, your guide had to help a party of your group which was having troubles with their rail tickets and their documents, and had to go to Trenitalia customer care desk, otherwise he would have never left you. Our tour guides and coordinators always wait for the train to leave to make sure that none of our guests miss it.
We understand that such a variety of trains can be confusing, which is why we send the rail tickets by email the day before departure. We think that having all the necessary information, such as the train number, train type, departure time etc. can help our guests figuring out which train to take. Trenitalia staff is also available to help if needed, as you had the opportunity to consider. May we suggest to always double check departure boards, as last minute changes can occur for what concerns platform number, arrival time etc.
We hope that the rest of your trip to Italy was and will be a lovely one and thank you for choosing our company!