Charged twice for transfer due to delay
Booking reference SE3602948394
We booked a transfer through AirportsTaxiTransfers.com, with the messages regarding the booking coming from City Car.
Our flight from Luton to Dalaman was delayed. Around 4 hours before our original pickup time, we contacted them to explain that we would be arriving approximately 4 hours late. As the delay continued, this increased to around 7 hours, and we kept them updated throughout.
Despite communicating this to them immediately (approximately 4 hours before pickup) we were told that the booking would be treated as a “no show” because their policy only allows 40 minutes’ delay. We were then told we would need to make a new booking and pay an additional €45.
This was the disappointing and frustrating part of the experience. We had not failed to arrive or simply not turned up, we had informed them well in advance and continued to provide updates. The company also promotes flight monitoring, so we expected the transfer time to be adjusted rather than the original booking being cancelled, which they did as soon as we said we would be delayed more than their terms and conditions allow (40 mins).
Once we agreed to pay the extra €45, they did arrange the transfer . However, the reason for this review is that the assistance only came after we accepted an additional charge, despite keeping them informed for several hours.
The issue was not the quality of the actual transfer, but how the delayed flight and communication were handled and the fact they charged us twice knowing we had little choice as I would arrive with my children in the early hours of the morning
