My initial dealings with A2B, were good. I spoke to Ernest Schutte in South Africa ( not quite local to me ! ), who was very helpful, and following on from this, I booked a transfer between Miami Airport, and Fort Lauderdale. On arrival in Miami,in the afternoon of March 17th 2016, after more than two hours of security, ( Welcome to America ! ), we finally reached the arrivals hall. No sight of our name, on any of the numerous boards for people arriving at the airport. After walking up and down the area, a few times,we decided to ring the ' emergency ' telephone number, only to find that ' the mail box is full, and cannot take any more messages '. We spoke to a number of other transfer representatives, who knew the company for whom we were waiting. They informed us that no-one had seen them at all that day.We then approached the information desk,who were very helpful. They tried the emergency number, with the same result. They also tried the other numbers, only to find that the offices were now closed.The information desk, suggested that we should go to Fort Lauderdale by taxi or by shuttle, both of which were available outside arrivals. As the cost was the same, we went by taxi, and arrived at our hotel. Immediately, I emailed A2B, and received the standard automated reply,which indicated a reply in 24hrs. On 31st March, I received an email, indicating that they would be conducting a full investigation. What they had been doing for the previous 14 days, is anybody's guess. On 4th April, an email was sent to me,indicating that no refund of transfer money, nor any compensation would be paid,as I had not contacted the supplier by telephone, at the airport. The person sending me this email,a Mr.Hendrik Pienaar, had not read my email at all, and decided that was the end of the matter. I immediately replied, on 5th April, to the fact that I had tried all telephone numbers,and we were left with no alternative, but to make our own arrangements to get to our hotel. Again I received a reply, that they would look into the matter, and reply within 14 days. On 25th April ( 20 days later ), I received a reply, from a different 'executive ',stating:- " Further to our previous correspondence, we would firstly like to say again how sorry we are that you found cause for complaint whilst you were away. We do our best to ensure that the suppliers with whom we work offer the best possible service locally, and we very much regret that they appear to have let you down on this occasion. As you will appreciate, there are a number of unexpected problems that can arise which may affect journeys and waiting times on the day of operation. Because of the nature of the service we offer, these problems are often wholly outside the drivers’ control. It was therefore vital that we checked with the suppliers before we replied to you, in order to establish exactly what happened in this instance. The suppliers have now replied with an apology, but the explanations they have provided do not – we think – justify their failure to provide the service they had undertaken to provide. In short, we do not accept their response and we have informed the destination manager that we are disappointed and expect action to be taken to ensure that no similar complaints are received here again." It then follows, that they will refund our original booking cost, and the hope that we will book with them again, to which I immediately replied, that I was disappointed in the reply. Not only were we entitled to a full refund, but the inconvenience and the poor overall response to my complaint, surely justified a token of goodwill. The same ' executive ', replied, asking me for the receipt for the taxi fare. As I had already indicated, that when we finally arrived at the hotel, I did not even think of obtaining a receipt, which I admit, in hindsight, I should have done, and I replied accordingly. On 19th May,30 days later, Mr. Pienaar replied, quoting Terms and Conditions 11.4, which indicates that a receipt is necessary, for the additional costs incurred. Four days later, I replied to Mr. Pienaar, accepting that the t&c's indicated a receipt for the taxi fare, but this is not what I was requesting. I stated, that A2B, being a reputable company, would admit to their failings, and offer a small token of goodwill. A final reply came, from the same person, on 26th May, ignoring the ' goodwill gesture ', and stating that a receipt is necessary, for refunds. End of story! From my initial complaint on 17th March, it has taken A2B, 10 weeks, to finally state, that they made a mistake, it cost me money, but they will not refund any more, than to which I am entitled. It also appears, that A2B and Hoppa, are the same company.