When booking a trip to NYC, I chose this company because, per their website, they were a safe and secure company. Despite numerous negative online reviews, I prioritized safety since I was traveling alone with my two daughters for the first time in the city and moved forward with booking. At the time of booking, their website indicated that the driver would meet us at the Welcome Center.
Upon arrival, we went to the Welcome Center and checked in with the person at the kiosk. They confirmed that AirLink transports meet there. After waiting for 10 minutes, I tried calling the company, but no one answered. 39 minutes after the scheduled pick-up time, I received a call from a random number. The person on the line claimed to be our driver and asked for our terminal. He said he had no information about our trip, not even my name. While on the call, I walked back to the Welcome Center staff and asked again if AirLink always picks up at the Welcome Center. She confirmed that it was the case.
I informed the driver on the phone that I didn’t feel comfortable with him not having information about our transport. From there, another number called me, claiming to be with AirLink. They said our driver was outside and we needed to go outside. I expressed my discomfort about going out to a vehicle without the driver knowing any information, our confirmation number, our destination or even knowing my name. This person hung up on me. I did not go out to the vehicle and found alternate transport.
Once I arrived at the hotel, via taxi, I called to share my negative experience and request, at a minimum, a partial reimbursement for my trip, but the company refused, claiming the driver did what he was supposed to do. However, this was clearly untrue. The driver failed to perform his duties, including arriving at 10:15 am and meeting us at the welcome center as per the booking. I diligently searched for a way to be comfortable with moving forward with this transport but the driver was unwilling to come inside and I was hung up on twice. The only person who offered reassurance was the welcome center attendant, employed by the airport and not AirLink. She continually confirmed that the driver should have been inside to meet us and empathized with my hesitation to venture out to the vehicle.
I acknowledge that fear is subjective, and I understand that I’m from a smaller town and was in an unfamiliar environment. Additionally, traveling with my two daughters heightened my caution. Nevertheless, if AirLink had adhered to the booking procedures, the driver had been prepared, punctual, and had my confirmation information, the trip would have been smooth and successful. The return trip to the airport would have also proceeded as planned.
I am deeply frustrated with this company on multiple fronts. However, beyond my personal concerns, their risk management team should be deeply concerned about the potential safety issues in this situation. Despite my repeated attempts to contact the company for a discussion, I have received no response.
Nous sommes arrivés à l'aéroport de New York JFK et personne n'était présent!!!!!!!!!
Le message sur mon téléphone portable m'indiquait "time" out.
Ne parlant pas anglais, je n'ai pu correspondre avec personne. Nous avons dû prendre le taxi qui nous a coûté 100 dollars. Arrivées à l'hôtel ( 1 h 30 après), j'ai été contacté par une personne qui ne parlait que l'anglais. J'avais bien spécifié que je ne parle que français.
Ik boekte en betaalde de transfer vooraf vanuit België. Eens geland in Newark, belde de dispatch van My Sedan mij op en ik moest hen terugbellen eens ik mijn bagage opgepikt had. Toen ik mijn bagage had, belde ik terug en moest ik me verplaatsen naar het Welcome Center in Terminal C en na 10 minuten zou de chauffeur me daar ophalen. Na 20 minuten niemand gezien. Ik belde terug en ik moest me naar buiten verplaatsen naar level 1 plaats 4 en daar 10 minuten wachten op de chauffeur. Na 20 minuten niemand gezien. Ik belde terug en men zou me doorschakelen naar een andere dienst, maar ik werd ondertussen van de lijn gegooid. Ik belde terug en hoorde 10 minuten een wachtmuziek tot ik weer van de lijn gegooid werd. Ik belde een derde keer en kreeg toen te horen dat ik nog 20 minuten op mijn vervoer moest wachten. Ik verklaarde me niet akkoord en had een snellere oplossing nodig. Daarom zouden ze de boeking annuleren en ik zou binnen de 3 dagen het geld terug hebben. Vijf dagen later nog geen geld ontvangen. Ik heb dan maar een gele taxi genomen naar Manhattan. Wat een vreselijke service!