My. Clients, a family of 4, arrived into Dublin airport and searched for an hour for the prearranged and paid for driver for transfer to their hotel. They were in the area where all the other drivers were waiting with signs—but none of them were their driver. They called the 2 numbers on their confirmation but the message said no one was there to assist. They called the second number on the confirmation—no response. So they took a cab into town. I then got a call from the driver who claimed to have been there and couldn’t find the clients. Not a great way to start a family vacation in Europe!
We ask you, as an agent, not to lie. Customers were notified of the driver and so were you. You had our numbers that are open 24 hours. No one called us, if they did, send us a screenshot of all calls then. Firstly, your flight was late for more than two hours, secondly, the driver waited for more than an hour for your clients and, seeing that they didn’t go out for a very long time, decided to call the clients, the clients answered him that they were at the hotel and because they were very late, they didn’t think that they would be expected and pickedup. You as an agent justify yourself of course take out the company, since your client blames you.
