I agree with everything Donald said. The OP should be able to share his experience so the rest of us can make more informed decisions. I have used Horizon 3 times and each time I've had excellent service. The next time I go to the BVI, I will most likely use them again. However, that is my choice and I do so knowing that someone else did not have such great service. If I were to consistently see posts like this one, I might change my mind. For now, I understand no business is perfect and I hope this was an isolated incident.