Shared Airport Transfer: Buffalo Niagara International Airport to Niagara Falls NY

My fiancé and I traveled to Buffalo/Niagara for the April 8 Total Solar Eclipse. Our driver, Cici (Attractions4us), provided us with stellar service for our roundtrip ground transportation needs! Despite the rampant price gouging and instability among the other service providers in the area (due to this "once in a lifetime" event) I felt 100% safe and secure booking with Viator and grateful for their steadfast commitment to providing exceptional services at reasonable rates!

I am in the process of making a complaint about this to Viator. We booked shared pick up for 13.00. Were ready outside for pick up at 12.20. Waited for pick up at 13.00 as specified. Received text at 12.52 to call driver. Tried to get through unsuccessfully. Tried contacting Attractions4us several times - phone, text, email. Used a lot of credit (as I have a Uk phone this was a very expensive set of calls.) Two American citizens also tried to help (big thank you to them) letting me use their phones to try to get through. All to no avail. Finally at 13.35 Attractions4us returned my call to say driver had waited long enough and left. Despite us obviously waiting for pick up (the only 2 people visible) and being there 40 minutes ahead of pick up time. At no point did driver try to call - initially it was claimed s/he had, but my phone records prove no incoming calls. We’d been up since 4am so eventually gave up and got an Uber. Viator - look forward to hearing how we can make a complaint about this poor service received.

Appalling customer service. Booked a shared airport pick up with Viator and partner Attractions4us. This was for 1pm. We had received our luggage by 12.20 so sat outside in indicated waiting area for pickup. As this was a shared service we had booked (and had received confirmation from Viator of 13.00 pick up) we knew we’d have to wait. At 12.51 received a message to contact our driver - straight away tried to ring but took a few minutes as was calling from UK phone so had to add credit. Couldn’t get through. Tried again, left message on answerphone. Also contacted Attractions4us by phone (tried twice, first time got ‘cannot answer your call at the moment,next time left answerphone message. Also sent texts and emails stating where we were and that we were waiting for our airport pick up. Tried the first number for driver again but told he’d ‘waited an hour then left’. Why did he leave when our booking was for 1 pm? If he’d been waiting- where? Why hadn’t Attractions4us clarified with us where we should wait? Why didn’t the driver call us? Attractions4us first of all claimed s/he had phoned several times but no calks were received (I sent Attractions4us a screenshot to show no incoming calls). I tried in several ways to contact driver/Attractions4us (phone , text, email). Eventually at 13.35 gave up and got an Uber (definitely recommend this to others arriving at Buffalo airport. Do NOT use Viator or Attractions4us.). We’d been up since 4am and needed to get to our hotel. No apology from Attractions4us only a request for $55 dollars if we wished to rebook. Terrible customer service. I have requested refund from Viator and look forward to hearing from them. To be fair, I have used Viator airport pick ups and tours all over the world and have never had cause to complain until today. Not sure if fault is with them or Attractions4us. But take me advice- avoid and get an Uber or similar.