I booked a private sedan for a 2:45pm pick up from my Manhattan hotel to JFK and on the morning of the 5th I called to confirm that all was in order.
At 3pm the car still had not arrived. I called their Dispatch who advised that the driver was running late but should be there shortly as he was only 3 streets away. He also advised me to look for a Black Lincoln and that there would be signage on its dash.
We kept looking for this car but did not see it. I even went outside and walked up and down the street. Over 15 minutes past, I called Dispatch back and he said the driver is in front of the hotel. Only then do I see that there is a vehicle there - but not in front of the hotel door but further down the street. It was also not a Black Lincoln, it was a grey coloured (Toyota I think) car. Only then did I see the signage on the dash.
The driver came out of the car once I waved at him. I asked him why he was so late, and he said he had been sitting there for at least 10 minutes. I said we were told to look for a black Lincoln. He said that it wasn’t his fault dispatch gave me the wrong car information. I asked why he didn’t come into the hotel to find us. He said he was “not allowed” to leave the vehicle. I was floored by his answer.
Then I asked if he saw me coming out and looking around, he said yes. I said why didn’t he identify himself or ask if I was looking for him? He said it was not up to him to find me, it was up to ME to find him. I could not believe this kind of attitude. I didn’t want to argue with him I just told him to drive as we were now almost 45 minutes past our scheduled pick up time and we have a flight to catch. On our way out of downtown, while switching lanes he almost got into an accident with another vehicle, and he called out “F**king a*hole” to the other driver.
This was my first time using AirLinkNYC as I found them on the internet. My experience was absolutely unacceptable. It was a rainy day so I can understand a little lateness due to traffic, but the driver’s attitude was deplorable, especially saying it was MY FAULT that I didn’t find his car. And when he swore at another driver for almost running into him, at that point I felt completely unsafe in that vehicle.
I paid US$150.37 for this service, which BTW is a major rip-off - my hotel told me they only charge $65 for the trip in a private car. To make matters worse, part of the fee included $15 for Meet and Greet fee which was a joke, as the driver neither met nor greeted me. And I was also automatically charged a gratuity of $9.10 when the driver deserved ZERO dollars. I wrote to the company with my complaint immediately afterwards. I realized that they did perform the service and got me to the airport, so I’m not expecting a full refund but asked for 50% back. They refused, saying they weren’t able to process refunds “because the service has been completed”. What a bunch of crock. How could I have possibly made a complaint BEFORE the service was completed?
I understand that bad service happens once in a while. But a company who brags on their website that they are “the most trusted shuttle”, that their customers can “expect reliable, safe and efficient service provided by a team of professionals with a hospitality culture”, and that they “value customer satisfaction and love to exceed expectations”, isn’t living up to a single promise. And worse, they don’t even take the responsibility to make things right after a reasonable request.
I will NEVER book this company again and neither should you.
Response from Host
Sep 2022
Thank you for bringing your issues to our notice. Our apologies for the service you received that prompted you to approach us with a complaint, and we apologize for any difficulty or annoyance this has given you as a result of the experience. We make every effort to give you with the best possible service, and if you feel that we have fallen short of your expectations, it is important for us to know. We apologize again for any inconvenience this has caused you. Stay safe always.