08 Nov 2024
Driver was very good. The experience was bad. The company is now blaming it on the fact a trainee set the appointment up and provided us the wrong meeting location. We waited 45 minutes at the pick up spot we were given. The driver waited 45 minutes at a different location. Again, the company claimed a trainee entered the information wrong (repeatedly referred to as a “clerical error”), which doesn’t make the experience any better for us.
When we tried to contact the company at the airport through the app it took 3 times to get a response. Finally I was contacted by someone the company claims was also a trainee. The woman insisted I was not at the correct pick up spot and insisted there was no such spot in that terminal. She was wrong, because we were standing right there. Two more phone calls before we were told it was a “clerical error” and the driver had been waiting 45 minutes for us. It was poor customer service all around. When we mentioned that we were told there is nothing they could do except cancel the ride and I could find my own way. Hardly ideal after overnight travel and a lengthy wait standing right where we were told to be. They said they could not refund the fare or discount it because the driver had to be paid. We agreed he needed to be paid, and we tipped him as well. However when a company has multiple errors that are blamed on trainees and clerical errors the company should take the loss and refund the customer who followed directions to a T.