How they sell it and describe it is not what you expect to receive.
Yesterday we have been picked up at JKF airport and I have called the company to pick us up, they have explained to us where they will pick us up and they have said that in 5-7 mins they should be there, they have asked me to described what I was wearing and and I did and then we were waiting in the area that they told us to wait.
Outside was a chaos.
We were waiting and the 7 mins passed and for us was fine because we were not in a rush. After 15 mins waiting finally the driver arrived, he was saying that he was looking for us for over 10 mins and I have said that we were in the place that they told us to be, Letter C and that the car should arrive there and with the signage on the window with my name so is not our fault plus is our first time so we have followed the instructions.
Then he said that the company told him to leave us if he couldn’t find us because there were more people to been pick up. I was very surprised because is not a taxi that you pay after the ride we had pre paid tickets already so therefore the service was paid already without knowing how it was because the company obliged you to pay before hand and then to tell me that if they didn’t find us they will leave us because are other jobs to do???
Suddenly, we got in the car and the luxury service as they call is NOT; the car had a very strong smell of curry or spices and it was raining so I couldn’t open the window because I was getting sick for the strong smell I asked for the air con and it was not possible because the petrol is expensive and they are not allow to put it… so wow I thought!! What a luxury service as they described it!!!
The driver told us when he was driving to Manhattan that the tolls were not included and that we have to pay that as additional and that they are $10.17 ok we have said and also we have to pay the tip, that I’m sure we are not obliged but is for a good gesture.
In England this is not normal but if you provide a good service you get compensated for it not just imply that you will get it because the customer it’s obliged to pay for it.
The ride was around one hour due to the traffic because it was raining.
When we have arrived at the hotel he asked me if I will pay by cash or card and I have said that probably by card if it’s possible and he said that he rather get by cash the payment so he can get his money straight away and not to wait for the company to pay him the tip and tolls later on.
I have said that I only have card and no cash, so ok he said. When he was inserting the amount in the machine for the payment he wrote the amount of the tolls and then he asked me for the tip and the options were 20%, 22% or 25% and I have said I don’t want to pay that much percentage of tip because I’m not happy with the whole service, I would like to pay 10% max please and he said that is not possible and regardless I need to choose because the tip needs to be paid. So not to argue I have paid the minimum that was 20% of the full ride even thou I was not happy with the whole service.
So, they mislead you because they tell you at the moment you paid the pre paid tickets an amount but after you have taken the ride you need to add another $22 on top of what you have paid already, therefore the amazing service as they said they provide I really don’t think it really exists; so I believe is better to take a taxi because they will charge you less as most of the people in the hotel have said and probably the service will be better and not obliged to pay extra things that you don’t want to.
Overall, we are very disappointed with the whole service. In my opinion this has to improve if they want returning customers because they are plenty of taxis outside the terminal and I am sure we didn’t need to wait to get one if we didn’t have a pre paid tickets with a company and the service would it be better.
We bought the tickets because we have seen in Google search engine this company and 80% reviews were fine. Therefore we went for this option instead getting a taxi outside the terminal. Also because of the price but if we knew that they will charge us more for sure we will go by taxi.
Odpowiedź od gospodarza
May 2022
Dear Customer,
We are sorry and we apologize for any inconvenience. Please provide us your trip details , via our website and choose the Customer Care tab. We will look into your claim, and we'll reply and take action, as required.
Sincerely, Carmel team.