We had a booking for a transfer in Tenerife for our flight back to the UK. The recommended time for UK travellers to arrive 2 and a half hours before the flight, we were informed that the time we would be picked up was 2 hours before our flight. When we tried to arrange an earlier time, we had to content with an AI chat bot that didn't understand what we were asking for, and then when finally got to a human we were told it was too late to arrange to be picked up earlier, and when pressed they insisted that it wasn't possible. Times for pick up are only provided 24 hours ahead of the departure, we checked within 15 minutes of the time was made available and asked for a change straight away.
The idea that 24 hours is too late to adjust is frankly shameful when that is the only time pick up is confirmed. The customer service we received was poor and the insistance that making changes was not possible is bizarre. How that time was decided in the first place is concerning especially when they have our flight information.
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