How would you rate
"My driver was late 28 minutes."
Thank you for the feedback provided. We do apologise for the minor delay experienced on your recent journey, and as was transmitted to yourself at the time, the driver unfortunately experienced some delays while making his way to Southampton. Regrettably, he ended up being slightly late due to the traffic conditions at the time.
While we fully appreciate the situation at hand, we must express our disappointment towards the lack of any other aspect being presented in this review, which we feel was rather harsh taking note of the overall transfer at hand. Furthermore, our records show a delay of just under 20 minutes, having already departed the port by the time you state he arrived.
Regardless, we regret the outcome and that you felt the need to leave such a review, but do hope we can be of service again, to demonstrate that your assessment of our service is incorrect and based on an unfortunate delay.
"Firstly, I am not for leaving negative reviews and would always attempt to remedy issues with business providers. I have sent 2 emails to Twelve Transfers and it has been 3 days and no reply. I suppose since the ride has been completed it was not necessary to reply or provide an answer to my issues.
Basically all was good from the airport pickup right until the drop off. My mom who was visiting London was dropped off at the wrong address with her 3 suitcases and left standing in an unfamiliar place. Correct address details were provided and the driver obviously did not ensure it was the correct drop off place. Very disappointing!!! I trusted Tripadvisor reviews to use them but sadly I will have to use another airport transport service for future trips. Hope that this will not happen to another customer."
Please note you have been provided with an answer already, and a response was forwarded to yourself back on Monday; we are unsure why you are suggesting we did not reply to yourself when in fact we did.
We must express our sincere disappointment at your decision to punish us for what can only be considered an unfortunate occurrence. We feel your 1-star review only focuses on one aspect of the transfer, that being the minor confusion which arose with the destination address. You yourself state that overall the transfer went ahead accordingly and feel you have only tried to damage our reputation with this post, as we have no other explication for your actions. You state you are “not for leaving negative reviews”, but we feel the exact opposite happened here.
We have already informed you that the driver waited around 10 minutes at the destination, and along with the passenger, tried contacting you for further details. Neither was able to reach you and he eventually departed as he was running late for an upcoming transfer. The driver position confirms at most a small walking distance between the 2 points, and as much as we appreciate the inconvenience, we believe this has been drastically exaggerated by your claims that we left the passenger at the wrong address.
We have forwarded you an official response again and have asked you to reconsider on your actions. We do not view the review posted as being reflective of the overall service provided, which for sure cannot be classified as a 1-star experience and feel you have focused on one aspect instead of an overall view. The fact that you created as many profiles on as many platforms as you could would suggest again that you are leaving this review to punish us, which seems to contradict your own statement to begin with. We do hope you will show consideration, and look forward to your response.
"Te tienen informados en cada momento, el avión llego con dos horas de retraso y estaban esperándonos , te producen una gran tranquilidad, si vuelvo sin duda alguna los contrato nuevamente"
"Great service and great in communication before our trip. Highly recommended"
"Awesome service, communication, safe driver!! Would highly recommend!"
"Rainy and a bit cold, we were so glad to have Twelve Transfers on our side to get us to our somewhat hard to find Airbnb. Our driver Cristian Panait was just fantastic. Our flight came in early 25 mins and with a fastpass at the airport were through customs in a flash. I didn't think the driver would be there till 11am, so we relaxed in the lounge and sent him a text at 11am. He said he had been there since 10.20am since the flight landed early! I should of texted him when we landed to get his ETA. That's on me. The car was immaculate, accommodated our two checked bags and carry on's. The ride to the Airbnb was safe and conversation was led by us and he let us be ourselves and engaged us when we talked to him. I did get a call from TT regarding needing to add 4 pounds since we were late, that was fine. Once we got to our location, it was a difficult place to find. Cristian parked the car and went a walk about in the rain to make sure we were at the right place. The Brunelli Building is a tiny space tucked in a little corner. We would of walked around in the rain forever trying to find it with luggage in tow. He made sure we were in the right place. All in all, this was an exceptional service experience, way above and beyond. I gladly provided him a tip. Booking my return trip to the Airport shortly. Can't rave enough about Cristian."
"On time, good car and polite driver. Perfect"
"Twelve Transfer provides the best service among the others. I have a feedback you guys have changed the policy to increase the price of LHR pickup by 30 pounds compared to the drop off. I think this is way too high. It cost me 50 pounds from my place to heathrow but the return cost is 81. If the difference is somewhere in the lines of 10 or 15 pounds then its OK. Except this you guys are the best in the business."
"Very punctual! The drivers were very kind. The bank collected me the payment twice and the return me the money. I will back to rent every time that I need."
"Spotless car and professional driver.
Wanted to thank Twelve for the lovely service they have offered us while travelling with you earlier this month. Getting to Gatwick, especially during rush hour, can be very tricky and it was always a worry for us, but your estimate was spot on and we didn't end up waiting numerous hours at the airport. Your driver was very polite and helpful with the luggage; not to mention the car which was spotless"
"Alex, my driver was very nice and punctual (despite the early departure at 3:45 am). The communication from Twelve was very good. I received regular update and reminders. I had to change the departure time and it was resolved immediately. The night before my journey, I texted my driver and he quickly responded to my text to confirm he will pick me up on time. Highly recommended!"
"End to end service was excellent - could not fault them and will definitely use them again when I need a transfer."
"Very good and reliable transfer service. Everything from booking, to finding the driver at the airport, to getting home was smooth and easy. I and my family have used the service several times, and it has been uniformly good."
"Very easy booking, excellent support, drivers, and cars. Always on time, and overall a superb experience always."
"Really kind and professional."
"On time, pleasant drivers, comfortable cars and rides."
"Simple, fast, professional, punctual, clean - those are the words I'd use to describe Twelve transfers service. Simple booking process, clear and fast responses from the staff, professional drivers arriving on time, clean vehicles. I just found my go-to service for managing in the UK when there on business. Forget about Uber, this is for every recommendation."
"Arrived on time. Very friendly. Lovely clean vehicle. Easy and affordable! Thank you very much! Would definitely use again."
"Professional and polite agency"