I took a GoAirLink bus twice during my trip. The first time was from JFK airport to Grand Central Station. The trip was smooth and easy. Once I got to the Welcome Center, I received an email saying that my driver was onsite. The bus driver was friendly and it was a quick journey.
The second time was in reverse- from Grand Central Station area (corner of E 41 St and Park Ave) to the JFK airport. My pickup time was set for 5:00pm. I called the main number and waited five minutes to speak with someone (arguably a long time to wait on hold for something relatively urgent). The person I spoke with did not seem very friendly and sounded annoyed that I was asking for the car details/an updated ETA on the driver’s location (the same information provided by the company with my previous journey from the airport). Somehow, we were disconnected before she could provide me with any update, and I tried calling back but no one picked up the next time.
Luckily, I ran into another couple waiting for the same bus. We both had arrived 30+ minutes prior to pickup time. They had also tried to reach the main office, but hadn’t been able to get through. Around 5:15pm, a bus from the same company came, but the driver explained he was there for the six o’clock pickup. It took him at least ten minutes to reach the main office to help us try to locate our 5:00pm bus. The bus was running late.
Now, I completely understand that it was raining and NYC traffic is valid. I expected the bus to be a bit late, and I have no problems with that or the driver. Both of the drivers I had were friendly and professional, and they drove safely.
My issue with the experience lies with the difficulty in communicating with the company. It should not have taken such a long time for the bus driver or customers (actively waiting for pickup) to get in touch with someone who could help. Communication is especially important as many people are headed to the airport and therefore on a tight schedule. The couple I was with were stressed about timing and considering paying for a taxi.
I am grateful to the drivers who got us to where we needed to go in the end. I caution anyone using this service to just plan for extra time, just in case.
Odpowiedź od gospodarza
Jan 2025
Thank you for sharing your experience and for highlighting both the positives and areas for improvement. We are glad to hear that our drivers provided excellent service, but we sincerely apologize for the communication issues you faced, and we are working to improve our response times and ensure better support for our customers in the future.