If I could give this company less than…
If I could give this company less than one star, I would.
We booked and paid a deposit for our airport transfer over five months before my hen do, giving the company plenty of notice to arrange the transportation. Despite this, less than three working days before we were due to fly, we received a text informing us that their bus had broken down and that they could no longer provide our transfer.
What was particularly disappointing was the complete lack of apology, empathy or any attempt to take responsibility for the situation.
We were told that they had apparently found another company who could take us, but that this would cost an additional £200. When I spoke to them on the phone, I was initially told the additional cost would be £75, only to then be told it was actually £200 by the ‘other’ comapany. This was extremely frustrating and made the whole situation feel very dishonest.
I contacted the company they recommended myself, and they were absolutely appalled by how we had been treated. They had apparently been given no information about the previous booking or the fact that the original company’s vehicle had broken down and believed we were simply a completely new customer making an enquiry.
I also had serious concerns about the replacement company. I was unable to find a website or any online reviews for them, and I wasn’t even given a clear company name. The new company also wanted all the money up front so this was another red flag. Given that we were responsible for transporting a large group of people to the airport for an important trip, this raised significant red flags and understandably left me unwilling to trust the arrangement.
At this point, I was practically crying on the phone because we were only days away from my hen do, had no confirmed transportation to the airport and were desperately trying to find an alternative company at very short notice. What should have been a straightforward booking made months in advance had suddenly become incredibly stressful and expensive, with the cost of our transportation potentially increasing from the original £625 quote to around £1,000.
What made matters worse was the attitude I received when I contacted the company. Rather than offering any genuine apology or assistance, I was repeatedly told that “it wasn’t their fault” and that we would have to pay the additional cost regardless.
I also asked for details of their insurance so that I could understand whether the additional costs we had incurred as a direct result of their cancellation could potentially be covered. These details were also refused.
I completely understand that vehicles can break down and that unexpected circumstances can happen. My complaint is not simply that the vehicle broke down; it is the way this situation was handled. We had booked and paid a deposit months in advance, and the company left us with less than three working days’ notice to arrange alternative transportation, while showing very little concern for the significant stress and additional expense this caused.
The deposit has since been returned, but that does not undo the unnecessary stress this caused us just two days before my hen do. We were left scrambling to find a reliable company at very short notice, at a significantly increased cost, during what should have been an exciting and special time.
Overall, the lack of communication, transparency, empathy and accountability was extremely disappointing. I would strongly advise anyone considering booking with this company to think twice. A company can have a vehicle breakdown, but alternative arrangements should be put in place and the way they deal with the consequences for their customers says far more about them.
