Just over two weeks ago I had a return trip booked with Sun transfers to and from Tenerife South airport. I am originally from the UK however now live in Puerto de la Cruz and was visiting home for the first time since the move. I arrived at the pick-up point, as advised 15 minutes before and subsequently waited there till 40 MINUTES AFTER with no sign of a coach nor driver. It is an open, one way street so there is no way I could have missed it. During the 55 minutes I waited at the pick up point, I contacted the customer service chat on whatsapp as well as called them several times. Once I got through to an advisor, the lady said she couldn't get through to the company and that I should take a taxi and keep the receipts to be reimbursed, ensuring I don't miss my flight. I was apprehensive of this as I know the taxi's cost over 100 euros to reach Tenerife south but I was left with no choice and therefore took the chance. As soon as I arrived at the airport and checked in, I submitted the receipts via email to Sun transfer as advised, including screenshots of the advisors instructions as justification. Over two weeks later I received a response and to no surprise the company were trying to get out of it by saying their driver was at the location and that I should have called within 10 minutes of them being late. HOWEVER, in their terms and conditions it states that the driver would call the number allocated if I wasn't their. Luckily enough I live in Puerto de la cruz and am friendly with local vendors, so am currently obtaining CCTV footage to counteract this argument. However this shouldn't be the case. No solo female or anyone, especially on their own, should not be objected to the stress endured from what is meant to be a professional transfer company. Not only for being ABESNT but also ADVISING to take a TAXI which they would later REFUSE to REIMBURSE by LYING that they were at the location STATED. There are many other ways (which I will be taking in future) to get to and from the airports in Tenerife, including local buses that are cheaper and ACTUALLY SHOW UP. Please don't make the same mistake I did, I am a student who's now lost 130 euros, all because a company won't accept responsibility for their ill actions.