“The driver arrived on time but when we got in the car they told me it would take over 2 hours to get home. If we had gone via the M25 it would take half the time. I had been traveling for more than 20 hours and wanted to get home ASAP, so said I want to do the quick way. To do that they wanted to charge me 20 pounds extra so the costs became ridiculous - a terrible start to the service”
Posted 1 year ago
We appreciate the time you've taken to write us the points in our service that you were not satisfied with. We hope that you will take the patience to read what we have to say in our defense. Having looked into your first transfer, we can see that this was not completed by us but by a partner company. We completely understand that the situation faced was a difficult one, but as per our standard procedure, whenever one of our drivers cannot reach on time, we do our best to provide the journey in a timely manner, which usually means outsourcing the job through one of our partner companies. Our intention is not to leave the customer stranded but to send a driver and do the pick up on time, as per his request. We found a company which claimed to have availability at the time but they did not do their job properly. We are currently waiting for an explanation from their side so we can have a better clue of what happened and our supervisor will reply to your e-mail as a matter of urgency. As you have been using our services for several years, you know that such situations are extremely rare. We deeply apologize once again for all the trouble caused and all the stress suffered. It is only our best intention to assure a smooth and pleasant journey from the moment they book a car until they are being dropped off to all our customers.
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Alice, Customer Support
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