“The driver arrived 20 minutes later for an airport transfer. On the tracking, I could see that he left home AFTER the time of the pick up, and that was some distance away. The office just kept putting my through to his mobile. The driver was rude and unhelpful on the phone, suggesting that he wouldn’t bother coming after all. I wouldn’t use them again.”
Posted 1 year ago
We would like to thank you for sending us the e-mail in regards with the reservation booked for the 14th of August and also for allowing us the time to investigate the situation! Please be kind to accept our utmost sincere apologies for any inconveniences caused on this occasion as we can assure you that our intention was only the provide the service on time, as per your request.
The fault for the late pick-up belongs entirely to the driver because even though he has received from us the details of the journey with enough time in advance, on the 13th of August at 18:39 PM, he has underestimated the time he needed to get from UB5 area, where he lives to your address in TW11. His lateness and attitude are totally unacceptable and as we do not tolerate this kind of actions, the driver will receive a written warning, a fine and should he get another negative feedback during this month we will end our collaboration with him.
We strive to offer an excellent service at all times and I hope that you will see an improved level of service the next time you travel with us if you are willing to give us another chance. By way of apology, we would like to offer you an extra discount of £10 for a future journey booked with us.
For any kind of further assistance, do not hesitate to contact us at any time.
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0116 350 0610 .
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Alice, Customer Support
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