Dear whom it may concern, I hope this email finds you well. I am writing to express my disappointment and frustration regarding the recent experience my partner and I had with your shuttle service. We used your service for our transportation from Girona airport to Hotel Alegria Maripins and had booked a return trip with a scheduled pick-up time of 6:00 AM for our journey back to Girona airport. On the morning of our departure, we arrived at the designated pick-up location 15 minutes before our scheduled pick-up time, as advised. However, the shuttle did not arrive as expected. At 6:05 AM, realizing the shuttle was overdue, we decided to contact your company for clarification and to inquire about the delay. Upon calling your customer service number, an agent informed us that the shuttle bus was waiting in a different location. This was both surprising and distressing to us, as we had not been informed of any changes to the pick-up location. We then asked the customer service agent to make sure the shuttle bus waited for us whilst we made our way to the new location. I would like to emphasise the discomfort we felt being in an unfamiliar location with all of our luggage in the darkness. It then took us 10 minutes to walk to the new location. As we were approaching the shuttle bus, it drove off. This was extremely upsetting and disappointing as the agent had confirmed with us that the driver would wait. Due to the misinformation, we were forced to make alternative arrangements for our transportation to the airport, incurring additional costs and significant inconvenience. This situation not only disrupted our travel plans but also caused undue stress during our departure. As a result of this, we had to pay an extra €80 euros for a taxi to Girona airport. In light of these circumstances, we kindly request a full refund for the return trip we booked with your company as well as a reimbursement of the €80 for the taxi. We believe this is a fair resolution considering the inconvenience and added expenses we incurred due to the miscommunication on your part. Please find below the booking details for your reference:     •    Booking Reference: 1693721990     •    Departure Date: 03/09/2023     •    Return Date: 07/09/2023     •    Pick-up Location: Hotel Alegria Maripins     •    Scheduled Pick-up Time: 6:00 AM We hope that you will address this matter promptly and to our satisfaction. Please confirm the receipt of this email and indicate the process for refunding the amount to the payment method used for the booking. If you require any additional information or clarification, please do not hesitate to contact us at arjunmandair3@gmail.com Sincerely, Arjun Mandair