Hey Harvey,
You rocked up to the meeting point at approx. 10.20am - twenty minutes after your tour departure time. The guide whom you met there conducting his tour at that time rang us, but there was nothing we could do, as the bus was a good distance away by then. We are duty bound to carry out all our tours in an orderly manner for all those who turned up on time.
We do not know why you found it confusing on the day. We had four pretty full tours going out, all at the same time. There were four guides and a meeting point manager at the meeting point from 9.30 to 10.10am, all highly visible with name badges and bright yellow umbrellas. All other guests arrived at the meeting point that day, no problem. All of them would have had a ticket voucher with the same information in it as yours.
There is also a phone number on that ticket voucher that guests can ring if they have any delays. Also, the voucher states that guests should, ideally, be at the meeting point 15 mins before departure time. That really is a good arrival time to aim for.
Our main aim every day is to give Berlin visitors an excellent experience. We especially value all those who give up their time to visit a former concentration camp.
Here's wishing you many happy travels in the future.
Kind regards,
Gerard