We booked this firm to take us to the airport on the last day of our holiday. They never turned up and caused us a huge amount of stress and extra money to book a taxi at the last minute. We very nearly missed our flight and it cost us an extra $150 at the last minute. Avoid them. When I requested a refund, they apologised and blamed a clerical error, even though they took my money two days before.
Dear Nathaniel and Lynn, First of all, we would like to sincerely apologize once again for missing your airport departure transfer from Galle to Colombo Airport. We are very sorry for the stress and inconvenience this caused you, especially on the final day of your holiday. We fully understand how important airport transfers are, and we deeply regret that our system calendar error resulted in your booking not appearing on our schedule. This was entirely our mistake. We are especially sorry to hear that you had to arrange a last-minute taxi at an additional cost of $150 and that you nearly missed your flight. That is never the experience we want any of our guests to have. As soon as we became aware of the issue, we issued a 100% full-refund to your payment method. While this does not undo the stress caused, we hope it shows that we take full responsibility for our error. We truly value all our customers, and this incident has led us to review and strengthen our booking confirmation procedures to ensure this does not happen again. Once again, please accept our sincere apologies, and thank you for bringing this to our attention. Kind regards, MACK Travel Sri Lanka
