This was an extremely poor experience and the service failure left my party stranded at the airport.
Before booking, we provided the number of passengers, the amount of luggage and snowboard bag, and the vehicle chosen by your company. On arrival the driver did not meet us in the arrivals hall as your voucher stated. We received only a text instructing us to wait at the entrance, and when the driver saw our luggage he refused to carry us, saying there was too much luggage despite us having two fewer passengers than originally booked. The driver refused to explain or discuss the situation and demanded an additional 450 EUR for another vehicle. When we showed the booking details and reiterated that the vehicle was assigned by Alps2Alps, he cancelled the booking on his device, marked us as not present and drove away while we recorded the incident.
After contacting office, we were told that it was our responsibility at the time of booking to assess whether the vehicle would fit our luggage, and that because we refused to pay extra the transfer was considered completed. We were then told a new booking would cost 1200 EUR. This response is unacceptable. We provided accurate information in advance, relied on your company to allocate an appropriate vehicle and were left at the airport due to the driver and company handling.
If you don't want your ski vacation to be ruined right from the start, don't fall for this company's pick-up and drop-off service. They have no control over the quality of their drivers and no proper channels for handling unexpected situations on the ground—it's terrible!
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