チヴィタヴェッキア・クルーズ港ローマ＆空港間のプライベート送迎

Dear Customer, First of all, we are truly sorry for the inconvenience you experienced during your arrival. We fully understand that delays and issues at the airport can be stressful and frustrating. That said, we must respectfully clarify the facts, as the information reported in your review does not accurately reflect what happened. Your transfer was scheduled for 11:05 AM, based on your flight arrival time. However, you arrived at the meeting point much later. We understand this was not your fault, but it is important to note that the standard waiting time included for airport transfers is one hour. This means that, under normal conditions, the driver would have been allowed to leave at 12:05 PM. Despite this, our driver continued to wait well beyond the included waiting time. We were contacted at approximately 12:50 PM and informed that you were still delayed inside the airport. Once again, while this situation was outside your control, it was also not caused by our company. In order to assist you as much as possible, we informed you that the driver could continue waiting until 1:30 PM, subject to an additional waiting-time fee, as he had other scheduled services afterward. You and one other guest eventually met the driver, but other members of the group were still not ready. Unfortunately, when the full group was not available by 1:30 PM, the driver had to leave. We also wish to clarify that no additional waiting-time surcharge was paid. Any statement suggesting otherwise is not accurate. Furthermore, after the driver had to leave, we offered to arrange another van at 2:00 PM by applying only an additional surcharge, rather than charging you for a completely new transfer, which would normally be the standard procedure. Unfortunately, we did not receive confirmation to proceed with that solution. We fully understand your disappointment with the delays and difficulties you experienced at the airport. However, we believe it is important to be fair and transparent: our team and driver made every reasonable effort to assist you, even though the issue was beyond our responsibility. We always care deeply about our customers’ experience and do our best to provide reliable, professional service. We are sorry that this situation ended in frustration, but we cannot accept statements that do not reflect the actual facts. We sincerely hope you enjoyed the rest of your time in Italy. Best regards

We are truly sorry for your disappointment; however, we must clarify that our driver was on-site and fully compliant with the scheduled service. According to the booking, your pick-up time was 08:00 AM. The driver sent you a message at 07:54 AM, informing you that he was approaching the security gateway, and then waited for you until 08:30 AM — well beyond the standard waiting time included in the service. Unfortunately, you never showed up. Our operations team also reached out through Viator messages and repeatedly tried to call your mobile number, which was constantly unreachable. We only received your message after 9:00 AM, over an hour past the scheduled pick-up time. We always provide a clear meeting point, along with the driver’s name and contact number, precisely to assist travelers who may have difficulty locating the correct area. In this case, the driver was waiting at the designated exit with a sign bearing your name — photos and call records confirming this have already been shared with Viator’s customer care. We kindly remind future guests to ensure their mobile phones are active and reachable while traveling, so our staff can promptly assist in case of any confusion. It is disappointing to receive a negative review for a situation that was entirely beyond our control, as our team did everything possible to deliver the service as planned.