We booked with and paid Travel Republic for a hotel in Portugal and private transfers between Faro airport and hotel.
There was no private taxi at either end. In addition to the £109 we'd paid TR for this non existent service, we also had to pay 160 euros for taxis we arranged ourselves.
When we arrived home, we complained in writing to TR who waited the full 28 days before responding. Despite the fact that we'd paid TR for the private taxi, they insisted on passing on our complaint to their third party supplier, GreenBus. This outfit claimed that, because we had taken more than an hour from landing to reach their desk, they had no car for us. (A) We couldn't find anywhere in their booking conditions where this was stipulated. (B) Arrivals at Faro airport on 7th September was manic - queues at passport control were very long, our baggage took ages to arrive on the carousel. It was impossible for us (and for anyone on our flight from Southampton) to transit from landing to exit within an hour, unless they had only hand baggage.
On departure day we waited in vain for our taxi to turn up at the hotel. So we again had to make our own arrangements. We found out later that TR had cancelled our return taxi without telling us.
After the first unsatisfactory reply from TR, we wrote again, reiterating the same complaint, that we'd paid them for a service they didn't provide. After another 28 days' delay, they replied and again referred us to Greenbus, but agreed to refund the return portion.
The point of complaining to TR was that we had paid them, not Greenbus, so we were looking to TR for a full refund.
The money is only a small amount, it's the principle of such poor customer relations.. Apart from being out of pocket, it was extremely stressful dealing with the unhelpful staff at Greenbus, having to join the long taxi queue outside, waiting for the return taxi and then having to book our own, worrying that we would not make check-in on time.
We definitely won't be using TR any time in the future.
7 years ago
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