Taxi2Airport B.V. EN 点评

Dear Scott, Thank you for sharing your experience with us. Each of our customer's review is very relevant for us in order to improve our future services. We are really sorry to realise that you experienced such a hassle in one of our transfers. We are well aware of how frustrating this may have been for you, especially when you have been promised a closed price and then you are charged for an extra amount. Since we have considered that the details described did not match with our transfers standards, with our team we opened an investigation with the driver from your transfer. After having checked all the details of your reservation, we have seen that the issue you experienced may have been due to miscommunication between you and the driver. We concluded this because the driver explained to us that they were at the right place at the right time (4:50 AM, 10 minutes before the pick up) and then they waited until 5:20 AM.However, in the meantime, they were informed by you that you were running late so they had to wait a bit longer.What the driver tried to explain regarding the extra charge for the waiting time, is what we call a waiting fee in our terms and conditions. We apply thisextra charge only when the driver needs to wait for the client more time than the free waiting time included (20 minutes for transfers from hotel to airport or 90 minutes for transfers from airport to the hotel). Only when this time is over is when this waiting fee is applied, since it may make the driver run out late for other transfers, and this price is directly charged by the driver according to their company procedures. In confusing situations like this one, we always recommend contacting our 24/7 multilingual customer service for clarification. As soon as we would have been aware that something was not working as it should, we would have assisted you in order to make it clear for you. However, we do understand how stressful this may have been for you, especially when having the risk to miss a flight. Therefore, as a gesture of an apology, we have sent you a discount code. We would be love if you could give us a second chance to prove to you how our real hassle-free service is. Please accept our most sincere apologies for any inconvenience this may have caused you. Also, if you have any further feedback or questions regarding this matter, feel free to send us an e-mail at quality@taxi2airport.com. We will be more than happy to help you. Kind regards,The Taxi2Airport Team