“Excellent. I've used Holiday Taxis several times before for transfers at Palma Airport and in Lanzarote, and never had an issue. Good communication and the transfers have always been on time and got me to and from the airport in good time. Highly recommended.”
“Hello
I am writing with regard to booking PWQ4Q1, supplier reference HTX-15907853.
Speaking to your agent on Wednesday 8th 2022 I was asked to wait for my shuttle to Palma airport outside the Sis-Pins hotel on Carrer de Formentor. Myself, Partner and elderly and disabled parents went to this place, stood on the section of the road marked Bus stop, directly outside the Sis-Pins. Due to my parents infirmity we were waiting there from 11.00am, well ahead of the 10-15 minutes requested.
Around 11.15am a Transunion bus drove past us. My partner and I waved at the driver. He looked at us and waved back, shaking his head in a symbol I assumed meant he was not our bus. The bus drove past us, and we continued to wait. After 40 minutes of waiting, and now 10 minutes over our agreed pick up time I called your local agent chasing the whereabouts of our shuttle.
Your agent informed me the bus had left without us 20 minutes prior. That the driver had come to the hotel and we were not present. And that he had called the hotel reception and was informed we were not there. This I couldn't believe. We had seen the driver and the bus and he had driven past us. He did not stop where he wasbasked too. He did not pick us up from the Sis-Pins. We confirmed with the hotel that the driver had called on +34 605886362. The receptionist said he asked if we were in reception and when she said we were not he had hung up.
I wish to make a complaint as the service provided here is not the contract we entered into. Your driver did not come to the agreed pick up location. He did not ask the hotel to inform us of his call. He saw us and signalled to us and then drove off without us. I was left with my partner and elderly parents, late for our flight, and with no option but to pay for an expensive taxi.
I would like the cost of the taxi to be refunded to me. Please find attached the relevant receipts. I also request the cost of our original £45 booking be refunded, as we did not receive the service described. Your driver did not keep to the terms of our contract and made no effort to direct us to where he was. That is unacceptable customer service which I intend to take further if the costs we incurred getting to the airport, and our original booking,
are not fully imbursed.”
