Southampton to London Transfers

Even though I had provided details of pick up location..and was provided Driver's name and car type, etc..we waited over half an hour with no contact...very distressful. Once we finally connected, Ronaldo, our driver, he told us he was waiting for you folks to allow him to proceed. Nor fair to hi. Or us, I think Once on the road Ronaldo was great !

They sent the wrong car to pick me up - a much cheaper class and size than I was charged. Called Viator to complain and received excellent attention to my issue

This was a huge disappointment. I have used Viator many times with no issues and always had a great experience. So when my son asked me to book a transfer for he and his wife from Southampton notafter their cruise ended to their hotel in London I immediately went online and chose this transfer. I upgraded to the Executive Saloon for more $ as it touted a class E high end vehicle and a great drive. I also spent several hours talking with various agents to make sure it was a luxury ride for the two tof them and the car would be a Mercedes or comparable. First off, their driver was late as he got lost. Secondly he was in a Tesla that smelled like a cigar factory. Hardly high end. He appeared half sick, lost and to top it off, had to stop and actually charge his car. They did eventually get to London in a drive that took longer than needed while inhaling unwanted tobacco smoke. They didn’t refuse the ride as they were stuck and had no other alternative. When told of this that same day, I called immediately and reported it to Viator. They were to send ME a form for refund request (I paid for this transfer -$307.70)) and review but only sent my son, not me, an email stating they had investigated the claim and found no issue and would not honor my request for a refund and the issue was closed so don’t respond. I never sent a request for a refund as we never got a form to request one. I then wrote a letter to their customer service, who has yet to respond. I have gone ahead and disputed some of the charge with my credit card company. I’m not asking for full refund - just partial - as my son did get to London, just not in the manner and comfort that was advertised. My suggestion, avoid them for any transfer from Southampton to London. Especially if they continue to use the car service my son got stuck with.

There was very little advanced communication between the booking company and the driver. The driver has only WhatsApp, which I do not have so he was not able to communicate with me directly. Also, on the app, the option of the Southampton city cruise port was not available. Finally, the driver‘s vehicle was not very tidy to say the least, and there was the distinct odor of pipe tobacco smoke in the vehicle. Also, due to traffic, the driver was 30 minutes late in arriving.

The transfer from the cruise port to the hotel went well, but getting in touch with a live person to ask questions was difficult

The down side was knowing which car and driver at the port were ours. I wish we could receive a text saying your car is a black BMW and then having the driver get out with a sign with your name on it. Would save a lot of frustration and confusion.

This was a great service! Timely, professional and super friendly! Will highly recommend this service to everyone!