The scheduled departure time was 9.30. We have arrived at Trang airport at 8.45 on Friday 09. March (45 minutes prior to departure) as instructed on the tickets. However there was noone. Shortly before 9.30 we tried to call the hotline that was stated on the tickets, but the line was busy the whole time.
Only after looking on the website of JollyTravel we found other phone numbers where finally somebody answered. We explained that nobody was there to pick us up and the lady on the phone told us to wait until she could figure out what happened. We waited another half an hour without any response. After calling again we were told, that the driver would arrive in 10 minutes. Another half an hour later we called again and the lady asked us to wait a little bit more, without explaining what had happend or how long we were supposed to wait. We called again and kept receiving the same answer.
Long story short in total we waited for 3 hours, missed of course our ferry at 11.30, the whole time we didnt know whats happening and if there actually was a pickup. Eventually a taxi driver showed up at the airport and brought us to Pak Bara Pier.
Although the operator was very apologetic it didnt really help that we spent half of the day waiting for a pick up and getting dishonest information about the actual whereabouts of the driver.
To give the whole picture; the response offered by JollyTravels is the following:
"First Van is broken (accident) on the way to pick you up)
The driver call me, he can fix within 10 minutes! But He lies me..
So I order new van
when he arrive he said he has 10 Pax in van; and join you another 3 Pax
I said its too crowded
then, I Order private car for you
Really Really sorry on this; Please apologize me
We booked tickets to arrive in Koh Lipe at 13.30 but instead we arrived there at 16.00. It might not seem like a big deal but we spend only two nights on the island, therefore every hour felt very valuable to us and mostly we were very disapointed by the unclear communication. The operator never called us back but we had to keep calling to get updates.
And lastly when we arrived at Pak Bara pier the staff of Jolly Travels was quite unfriendly, rather looked annoyed by us bothering them and mumbled a halfhearted sorry. It was not the person we talked on the phone tough.
At the end of the day, we arrived where we wanted to go and it seems like the operator tried its best to make up for it. However it is not what we paid for, and because of the lack of communication we cant give more than one star!