I booked a Private transfer from a hotel to the port. If I had taken the hotel shuttle it would have cost $15 USD per person. I wasn’t aware of shuttle at the time of booking so went with Viator. I was quoted around $300 USD for the 2 people. I asked for 11:15 am pick up. Company asked if I could do 11:00 am instead due to traffic. I said no problem. When 11:00 rolls around no transfer. At 11:03 I call to check on ETA. They said he was caught in traffic and should be there shortly. At 11:19 am I messaged driver and they called back at 11:24 and said he’d be there in 10 minutes. At 11:36 I called again because it was past 10 minutes and no one answered. I then booked the shuttle through the hotel. At 11:37 I was messaged saying the driver would arrive in 10 minutes. At 11:40 he called saying he’d be there shortly. He finally arrived just before the hotel shuttle. He seemed irritated with us. He got us to the port safely/quickly. It was unfortunate that he was so late.
事業者からの返答
Dear Micaela,
Thank you for sharing your feedback. We are sorry that the traffic caused you inconvenience and frustration.
We would like to clarify that our team informed you in advance that there was heavy traffic on the roads, which was the reason we requested to move the pickup time slightly earlier. Unfortunately, despite this adjustment, the traffic conditions caused a delay to the driver's arrival.
Throughout the situation, the driver and our team remained in contact with you and provided updates regarding his estimated arrival time. We understand that waiting longer than expected was frustrating, and we apologize for the inconvenience.
At the same time, we are pleased that the driver ultimately arrived and completed the transfer safely, and most importantly, you arrived at the port on time for your cruise.
We appreciate your understanding that traffic conditions can sometimes be unpredictable, especially during busy periods, and we always do our best to minimize any impact on our customers' travel plans.
