We will never use this company again. We had booked them several times and the process is not that easy. This time we booked them and our kids flights were delayed and canceled and because we did not give them 24 hrs notice there is no refund. So we are out close to $600.00 The airlines canceled the flight the flight around 12 hrs before scheduled pick up in which we immediately notified them of the changes. Just bad business they they would not refund when it was plane related. Oh will they lose my business and will also post reviews on every site possible warning others.
Dear Mr. David, We sincerely regret your dissatisfaction and appreciate the opportunity to clarify the situation. Please note that the cancellation and refund policy applied to your booking was not established by our company (AG3 VIP Chauffeurs), but rather by Viator, the platform through which your reservation was made. Viator clearly states that any cancellations made within 24 hours of the scheduled service are non-refundable, regardless of the reason — including airline-related issues. This policy is transparently presented during the booking process. In your case, although your message mentioned 12 hours’ notice, our records indicate the cancellation request was received at 5:50 AM, with your pickup scheduled for 8:15 AM — less than 3 hours in advance. At that point, your chauffeur was already on the way to your pickup address, since the trip was to Port Canaveral, which requires early dispatch due to distance and traffic planning. It’s also important to emphasize that all previous bookings with us were fulfilled as scheduled, and even the return transfer to the airport that took place days after your cancellation was completed on time and without any issues. The only service affected was the one canceled with very short notice, making it impossible to reallocate the vehicle or chauffeur. As a courtesy, we had also provided you with a complimentary vehicle upgrade for your family to ensure a more comfortable experience. We understand how frustrating airline cancellations can be, and we empathize with your situation. However, this was a matter beyond our control, and we respectfully followed the refund policy in place at the time of booking. We remain available should you need any clarification or further assistance, and we hope to serve you again in the future under better circumstances. Warm regards, Emma AG3 VIP Chauffeurs 📲 +1 (689) 282-8530 ✉️ reservation@ag3transport.com
