I had a very disappointing experience with Bookaway. Our transfer from Rio De Janeiro to Ilha Grande never showed up, leaving us stranded in transit. While waiting, we were in contact with Bookaway’s customer support regarding all the booking details, but it didn’t resolve anything as the local operator was unable to get in touch with. We ended up waiting well past the scheduled time(1 hour) until we booked another transfer.
A few days after, Bookaway claimed to have spoken with the local operator, but ultimately refused to issue a full refund, without any valid reason. Instead, they only offered a 20% refund, which is completely unacceptable given that the service we paid for was never delivered.
I expected much better customer support and accountability. When a transfer simply does not show up, a full refund should be the bare minimum. Unfortunately, Bookaway did not take responsibility, and this experience has made me lose trust in their service.
I would not recommend booking through Bookaway based on this experience.
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