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Dear Mr/Ms Nancy_T, Thank you very much for taking the time to share such detailed and honest feedback about your experience with TravelThru. We are glad to hear that, ultimately, you arrived at the correct destination and that the most important part of your journey was completed successfully. However, we sincerely apologize for the unnecessary concern and uncertainty you experienced before and during the transfer. We completely understand your disappointment. You had made the effort to contact our team several times in advance and clearly explained your special requirement regarding the large vehicle needed to accommodate your extra-large piece of luggage. After providing this information multiple times, you had every reason to expect that the details would be correctly recorded and communicated to the driver. For the driver to arrive with incorrect information and believe that you were supposed to go to a different destination is a serious communication failure on our side. We are particularly sorry that you had to notice the discrepancy yourself and check your booking documents to prevent what could have become a much more serious situation. We fully understand how concerning this must have been, especially when you had already taken the necessary steps beforehand to make sure everything was properly arranged. We also truly appreciate your understanding toward the driver and your recognition that the incorrect information was not his fault. The issue should have been resolved before the trip, and the driver should have received the correct booking details and special requirements from the beginning. We will therefore treat your feedback as an important reminder that information regarding vehicle requirements, luggage, and destination details must be carefully checked and clearly communicated to the assigned driver. While we are relieved that you were able to reach the correct destination, we agree that you should never have had to worry about whether the driver had the right information after communicating with our team so many times in advance. We sincerely regret that we did not provide you with the level of confidence and peace of mind that you should have received. We would like to assure you that your feedback will be shared with our relevant team for further review, particularly regarding how special requests are recorded, followed up, and communicated to our local transportation partners. We need to improve this process so that customers do not have to repeatedly explain the same requirements or personally verify essential information with the driver. Thank you as well for your recommendation despite the issue you encountered. We truly appreciate your balanced and constructive feedback. If you are willing, we would be grateful if you could contact our Quality Assurance Team at npu@travelthru.com with your booking details so that we can review the case in more detail and follow up with the parties involved. Once again, please accept our sincere apologies for the communication failure and for the concern this caused during your journey. We are grateful that you brought this matter to our attention and hope we can have the opportunity to provide you with a much smoother and more reassuring experience in the future. Best regards, Logan Quality Assurance Team TravelThru

Dear Mr/Ms Marj_K, Thank you for taking the time to share your experience with us. We sincerely apologize for the concern and inconvenience caused by your flight arriving one hour later than scheduled. We understand that you had proactively contacted Viator to inform them about the delay, and we are sorry that it was not clear whether this information had been successfully communicated to the local provider. We fully understand how frustrating it can be when you have already taken the necessary steps to notify the service provider, but the information does not appear to reach the driver as expected. We also regret that the driver seemed concerned about the impact of the delay on his other scheduled rides. While we understand that drivers may have subsequent bookings to manage, our priority is to ensure that communication regarding flight delays is handled clearly and that passengers receive the appropriate support without feeling pressured or inconvenienced. Your feedback is very valuable to us, and we will review the communication process between Viator, our local provider, and the driver to help prevent similar situations in the future. We truly appreciate your patience and understanding, and we hope we will have the opportunity to provide you with a smoother experience on your next journey. Best regards, Logan Quality Assurance Team TravelThru

Dear Mr/Ms Mary_A, Thank you very much for taking the time to share your wonderful feedback with us. We are delighted to hear that your daughter had such a positive experience with our service. We understand how important it is to feel reassured when a loved one is traveling in another country. It’s especially rewarding to know that the driver was punctual, polite, and provided a service that gave you peace of mind while your daughter was traveling. Your kind words and recommendation mean a great deal to our entire team and motivate us to continue providing safe, reliable, and professional service to all of our travelers. Thank you once again for choosing TravelThru. We truly appreciate your trust and support, and we look forward to serving you and your family again on your future travels. Best regards, Logan Quality Assurance Team TravelThru

Dear Mr/Ms S3785FUannm, Thank you very much for taking the time to share your positive feedback with us. We are delighted to hear that you had a great experience with our service. It’s especially rewarding to know that your driver was both helpful and friendly throughout your journey. Providing courteous, professional, and attentive service is something we strive for with every transfer, and we are pleased that this contributed to a positive travel experience for you. Your kind words are greatly appreciated and serve as valuable motivation for our entire team to continue delivering excellent service to all of our travelers. Thank you once again for choosing TravelThru. We truly appreciate your trust and support, and we look forward to serving you again on your future travels. Best regards, Logan Quality Assurance Team TravelThru

Dear Mr/Ms waynemD3491AG, Thank you for taking the time to share your feedback with us. We are sincerely sorry to hear about your disappointing experience and the frustration caused during your airport transfer. We completely understand your concerns, especially considering that your flight was delayed arriving into Heathrow Airport and that customs processing was slower than usual due to heavy holiday travel. Situations such as flight delays and extended immigration wait times are unfortunately common during busy travel periods, and we fully understand why you expected this to be taken into consideration. We are particularly sorry to hear that your interaction with Abdul left you feeling uncomfortable and upset. Customers should always be treated with professionalism, patience, and respect, regardless of operational difficulties or scheduling impacts. We sincerely apologize if the communication and handling of the situation did not reflect the level of service you expected and deserved. We also understand your dissatisfaction regarding the additional £40 charge, especially under the circumstances you described. Please rest assured that we take concerns such as these seriously and will share your feedback with the relevant operations team and local provider for further review and investigation. To allow our team to properly investigate the matter, including the additional charge and the handling of your delayed arrival, please kindly send your booking details and any relevant information to npu@travelthru.com. Our team will be happy to review the case further and assist you accordingly. We truly regret that this experience negatively impacted your impression of our service, and we appreciate you bringing these concerns to our attention. Best regards, Logan Quality Assurance Team TravelThru

Dear Mr/Ms Shannon_C, Thank you for taking the time to share your detailed feedback with us. We sincerely regret to hear that your experience did not meet your expectations and apologize for the frustration and disappointment caused during your transfer. We completely understand how stressful and uncomfortable it must have been to be unable to locate your driver upon exiting customs, especially after arriving earlier than expected. While we appreciate your transparency regarding the timing, we recognize that waiting for approximately 30 minutes and needing to make several calls and messages before meeting the driver is far from the smooth and seamless arrival experience we aim to provide. We are also truly sorry to hear about the lack of communication and professionalism during the transfer itself. Our drivers are expected to warmly greet customers, assist them appropriately, and provide a welcoming and comfortable experience throughout the journey. We regret that the driver’s behavior, hurried manner, lack of interaction, and driving style left you feeling uncomfortable and dissatisfied. Additionally, we are very concerned to hear your comments regarding the rough driving experience and the way your arrival at the destination was handled. Customer comfort, safety, and hospitality are extremely important to us, and we sincerely apologize that these standards were not reflected during your trip. Please rest assured that your feedback will be shared directly with the relevant local operator and management team for immediate review and appropriate follow-up. Experiences such as yours are taken seriously, as they help us identify areas where improvements are needed to ensure better service for all travelers. We truly regret that this experience left you disappointed and did not provide the level of service you were expecting when booking with us. Thank you again for your honest feedback and for giving us the opportunity to address these concerns. Best regards, Logan Quality Assurance Team TravelThru

Dear Mr/Ms Ross_O, Thank you very much for taking the time to share such wonderful feedback. We are truly delighted to hear that you had such a positive experience with our service. It’s especially rewarding to know that your journey was prompt, smooth, and efficiently handled from start to finish. We are very pleased to hear that your driver arrived on time, greeted you professionally, and ensured that your transfer into central London was comfortable and completely stress-free. We are also delighted to know that your driver was courteous, helpful, and made your journey even more enjoyable through professional and attentive service. Our drivers always strive to provide not only safe and reliable transportation, but also a welcoming and supportive experience for every customer. Your recommendation means a great deal to our entire team and serves as wonderful motivation for us to continue delivering the highest standards of professionalism, punctuality, and customer care. Thank you once again for choosing TravelThru. We truly appreciate your trust and support, and we look forward to serving you again on your future travels. Best regards, Logan Quality Assurance Team TravelThru

Dear Mr/Ms Daniel_P, Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience you experienced during your pickup. We understand how frustrating it must have been not finding the driver at the designated meeting point and having difficulty connecting upon arrival. This is certainly not the level of service we aim to provide, especially after a flight when a smooth and stress-free pickup is so important. Please rest assured that we take your feedback very seriously. We will review this case with the driver and our operations team to understand what went wrong and to ensure better coordination and clearer communication moving forward. We truly regret that your experience felt chaotic and did not meet your expectations. Your comments are very valuable to us and help us improve our service. For further assistance and to ensure your case is properly reviewed and resolved, please feel free to contact our support team at npu@travelthru.com. Our team will be more than happy to assist you and follow up on this matter as a priority. Thank you again for bringing this to our attention. We hope to have the opportunity to serve you again and provide you with the seamless experience you deserve. Best regards, Logan Quality Assurance Team TravelThru

Dear Mr/Ms. Andrew_W, Thank you very much for taking the time to share your experience with us. We are delighted to hear that you had such a welcoming, warm, and professional experience with our service. It’s great to know that communication was clear and responsive, with easy pickup instructions and a smooth journey to your destination. We are also very pleased that the driver was friendly, courteous, professional, and informative, helping to make your first impression of London such a positive one. Your kind recommendation means a lot to us, and we truly appreciate your feedback. We look forward to serving you again in the future. Kind regards, Ha Quality Assurance Team TravelThru

Dear Norma_R, Thank you for sharing your positive experience. We’re pleased to hear that your transportation went smoothly and that the driver was promptly waiting for you at the airport. We appreciate your trust in our service and look forward to assisting you again in the future. Warm regards, Thu Ha TravelThru