This was the worst travel experience I've ever had.I booked a transfer with Ozeroute from Beauvais Airport to KI Space Hotel. As required by their terms and conditions, I notified them in advance that my flight was delayed and requested that the driver wait. Despite this, when I arrived at the airport at 11:15 PM, no driver was there to meet me.I was left stranded late at night in an unfamiliar location with two young children under the age of 5. I repeatedly called both the driver and the office but received no response. I was distressed and stuck 1 hour and 30 minutes away from the hotel, with no local currency or help.The following day, I emailed Ozeroute. They initially asked for proof of the notification email, which I provided — including a screenshot and forwarded copy. They then claimed they couldn’t locate the email and ultimately refused to issue a refund. Also, claiming my email was fraudulent.In total, I lost £120 on the original transfer and had to pay an additional €180 for a last-minute taxi. This level of service is completely unacceptable.Do not use this company. They do not honour their own terms, offer no support in emergencies, and take no accountability.Your repeated justification and attitude via email have been unprofessional and unhelpful. Claiming that you offered a discount of around 10%, while I ultimately paid £240 to your company, is a poor example of customer service. Furthermore, calling a paying customer a liar confirms what many others have reported: this is an unreliable company that will leave two children under the age of five stranded in an unfamiliar area without taking due diligence—yet will gladly take the money.
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