Apparently, the driver thought that to pick someone up at the Newark airport you went to the departure level. He kept saying he couldnāt find us that he was in a black Toyota with a license number of some number. We stood for probably 30 minutes for me telling him that we were outside terminal B level one at passenger pick up three. He kept saying he couldnāt find us. Finally I asked him where he was and he was at terminal B passenger level two where people get dropped off for departure. We had to go find him so when I finally woke up and put my luggage down in front of him, heās texting on his phone and he doesnāt even look up at me. Another guest came up and had to speak. Are you our driver oh yes. When we tried to speak to him, he said he didnāt speak English. His name was Chin CHIN and I would never ever have him pick me up again. If heās too naĆÆve to know, you donāt pick up passengers at the departure level and he canāt come looking for you when you tell him numerous times where you are he does not need to be driving for Viator , I wish I had my money back !!
Response from Host
Jun 2024
We appreciate you taking the time to share your feedback with us. We sincerely apologize for any inconvenience you may have experienced during your recent ride , we checked this case with our driver seriously, please kindly note you didn't choose meet and greet service for this booking, so the pick up process is when you get your luggage, inform our driver and the driver will drive to the passenger pick up zone to meet you. The lower two floors of EWR can both used to pick up clients,the first floor is temporary parking area, and the second floor is the baggage claim area. You only need to tell the specific location and the driver will drive there immediately, but since you are not clear about your exact location. Our driver has no choice but to drive to an exact location, tell you the license plate , color and model and let you come to find him. It is recommended that you choose a meet and greet service in next trip, which will be easier to meet the driver. We understand that the service fell short of your expectations, and for that, we extend our sincerest apologies. Your feedback is invaluable to us, and we assure you that we will take this opportunity to enhance our service quality.Once again, we apologize for any inconvenience caused and hope for your understanding in this matter.