After carrying out a web chat prior to booking we booked a 2pm pickup to allow us time to clear Customs and retrieve our luggage, my mobile wouldnāt connect to any US network so had to stay in the terminal to connect to the wifi to communicate with Ahmed the driver. He was so understanding and was a great help and courteous to us all.
Once I was at the hotel and connected to data customer service had sent an email to say they had taken an additional waiting charge from our credit card, even though we were not late for our pickup, actually were early for it! After many emails in New York and back in the UK they refused to credit the money, this is concerning as they must retain card details to allow them to do this. They stated they called me and spoke to me, but this is not true as I couldnāt make calls due to network problems and only retrieved the voicemails on return to the UK.
Response from Host
Apr 2023
Dear valued customer,
Thank you for your feedback regarding your recent experience with JetBlack. We are glad to hear that your driver was understanding and courteous during your pickup.
We would like to apologize for any inconvenience caused by the additional waiting charge that was taken from your credit card. We understand how frustrating it can be to be charged extra for the waiting time, but the issue that our system is calculated the waiting time based on arrival and this because of custom clearance time. We have an option to request delay pickup up to 60 minutes plus the free waiting time another 60 minutes, so you can get up to 120 minutes of free waiting time.
Regarding the communication issues, we apologize for any confusion caused by the attempted phone calls. We understand that you were unable to answer due to network problems, and we should have tried to reach you through other means of communication. In the future, we will ensure that we make every effort to communicate with our customers through various channels, including email and text messages.
Thank you again for your feedback, and we hope to have the opportunity to provide you with an excellent transportation experience in the future.
Sincerely,
The JetBlack Team