Airport transfer
Friendly driver but old van broke down at the beginning of our airport transfer. Driver was very apologetic and kept us informed
Operator response
Hi, deepest apologies for the inconvenience that morning. Our van had its battery completely discharged and because of airport security (rescue had a hard time getting into the gated area) it took a bit longer than expected to have it jumped. Gladly, within 30 minutes, you were on your way to your hotel.
Unfortunately in this industry, once in a great while, things like that are bound to happen, but nevertheless we profusely apologize for the time lost. Best regards, Gregory Nicolas.
Airport transfer excellence
Excellent communication from our driver Jeremiah! He took care of everything! He even bright back a bag that was left on the van 5 Stars!!
Operator response
Jeremiah is the best! Glad you had great service from him and that he returned your lost bag.
Thanks for the great review.
PS: And to anyone reading here, this van and driver are exactly the same as for the above 2 star review. ;-)
Seamless transfer service; would recommend
Great transfer service with our driver Jeremiah and Quicksilver Transport. Good communication, letting me know when and where driver would pick us up, followed by driver Jeremiah communicating directly with us. I also requested both a booster seat and a child seat, and both were in the car ready to go. Seamless; would recommend.
Operator response
We thank you for the kind words and will be certain to relay the message to Jeremiah, who indeed is one of our best.
We are glad you had a good experience with us. Please come back soon!
Regards, Gregory Nicolas.
Excellent!
Rafael was patient when we were delayed and then super friendly and helpful. Worth every $ for a painless transfer for the eight of us, including three very tired youngsters
Operator response
We appreciate the great review and are very glad you have enjoyed our services, mostly our driver Rafael; he's been a great recent addition to our team.
Best regards,
Gregory Nicolas.
Poor customer service and inadequate travel experience
Would like to report our experiences with Quicksilver Transportation. Overall, very disappointed with the service, quality, stated inclusions, and most of all, common professionalism of the company.
Roundtrip transportation reserved with Quicksilver from MCO airport to Disney Resorts made through Viator - given the reviews. The written meet & greet at the airport was not done. We gathered our baggage and awaited outside at curbside. After approximately 12 minutes outside, we did find our driver. But, the luggage assistance was not done either. We had 2 young children and also requested a car seat, which is the 3rd item on the inclusions not met either. In terms of the transportation, given the price, we were expecting more updated van for our transportation - we had an early late 2000's van with worn seats. Already, we questioned the decision to pay the extra for this private transportation company which we were expecting greeting service, baggage assistance, our requested car seat, and a little more luxurious, at least, vehicle. Well, the driver was very kind and we did arrive safely, so these are important.
Upon conclusion of our trip, we kept our reserved transportation. The evening prior of our return flight, we were notified via airline text, of a change in our flight time to an hour earlier. Almost immediately, we called to attempt to move our pickup time accordingly with Viator. They directed us to Quicksilver to discuss an arrangement. We were met with quite an aggressive conversation on the phone with Gregory, from Quicksilver. We tried to explain our unknown and sudden change in our flight. I understand the written policies, but were not trying to cancel - simply move up our pickup time. We were sternly told the cancellation policy and that we would be charged. He continuously told us that he is a small local company and does not have enough drivers, and that they were all scheduled at earlier times. Despite our attempts to simply discuss with him, he was quite confrontational in his discussions and told us that he could not do anything - call the airline, he said. So, we did call, as he suggested, but were told that the airline carrier could not do anything. Anyhow, we tried to call Viator again, who called Quicksilver. Their response back to us was similar, with a very similar condescending, rude tone as well, from what Viator told us.
We ended up taking an Uber at an hour earlier - which was a very nice experience, quality vehicle, friendly driver, timely, and half the price. We wish we did this from the beginning. Revisiting some of the reviews from others of similar experiences, our experience seems to be a more common interaction than not. And, reading some of Gregory's replies to the negative comments, the use of words and tone alone in the replies does in fact show his demeanor and manner in which he truly treats individuals and values customer service. This was simply our true experience.
Operator response
We are sorry that your experience did not meet your expectations. We are glad that you found your arriving driver kind and that your family reached the resort safely, but we take your concerns regarding the airport pickup, luggage assistance, requested child seat, and condition of the vehicle seriously. We will review the reservation details and the description provided through Viator to determine what was requested, confirmed, and communicated.
Regarding your return transportation, we understand that the airline’s last-minute schedule change was outside your control. Unfortunately, moving a pickup approximately one hour earlier on the evening before service is dependent on driver and vehicle availability. Our drivers had already been assigned to other reservations, and we were unable to accommodate the requested change. The explanation was not intended to be confrontational or dismissive, and we sincerely regret that the conversation left you feeling that way.
We recognize that policies and scheduling limitations do not make an unexpected travel disruption any less frustrating. However, our inability to change the pickup time was based solely on availability—not an unwillingness to assist. We never want a customer to feel disrespected, and we will use your feedback to improve how these difficult situations are communicated.
Thank you for acknowledging the kindness of your driver and the safe transportation provided. We are genuinely sorry that the overall experience did not reflect the level of service for which we strive.
