A simple 'no show', while all was booked and paid I booked a transfer for my daughter, who was arriving at Schiphol airport after midnight, aiming to have her brought home with her suitcase safely. Although we had booked, got a confirmation, paid in full, no one showed up at the agreed meeting point. We tried to contact a helpdesk and ended up first calling the Dutch 'priority number', where after waiting for several minutes, the message was that no agent was available. We called the UK priority number, where exactly the same story happened. When we tried the 'chat function', we would get diverted back to general information. Meanwhile, with the wait and the calls, we were almost one hour after the agreed pickup time. I felt unsafe with my daughter standing there, waiting and waiting, so we decided to get her a cab home, which we of course had to pay. I immediately wrote a message to Suntranfer to explain the situation and ask for a refund. In a rather 'standardish' e-mail, I got a response where it was explained that this would be investigated internally and could take up to 20 (!) working days. I think the very least one could expect is a phone number one can reliably call when a booked and paid transfer does not show up and when things go wrong, a sound apology (next of course to a refund).
6 months ago
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Alice, Customer Support

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