On November 15th, I arranged a round-trip transfer from the airport to my location for myself and my three children (a young child and a teenager). The return was set for 2:20 PM. At 12:33 PM, I confirmed that everything was fine. At 2:02 PM, I informed them we were ready. I received three messages confirming the 2:20 PM time. However, at 2:30 PM, the driver called to say he was 40 minutes late, meaning he would arrive 50 minutes after the scheduled time. By 2:53 PM, he mentioned there were still 40 minutes to go. I waited until 3:05 PM, which was a full 40 minutes. When I told him I had taken a local taxi, he then claimed he was on his way. Notably, they did not document the delay; this was only communicated via the driver’s phone, leaving no record. Despite my request for written information about the delay, they only responded by phone, citing an accident. However, when I checked the route on a maps app, there was no traffic. I also spoke with a taxi driver coming from the same location who confirmed there were no issues. Ultimately, I had to pay for a local taxi at the last minute, which was four times more expensive than the fare from the service I initially booked. One of the other taxis would have arrived at the same time as the driver and confirmed there was no traffic. Even if there had been delays, a service like this should anticipate such situations. The company refused to issue a refund, even though I didn’t arrive, and their customer service was quite rude in the end.
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