Julian H.
Left without a confirmed transfer and then no response
Very disappointing experience. I requested a transfer from Bristol Airport to Cheltenham for 02:30 on the 19th of September. While I was abroad, I was informed at short notice that they were unable to confirm the transfer leaving me needing to make alternative arrangements for an early hours arrival back in the UK. What was particularly disappointing was that their email specifically said they would be happy to help find an alternative. I replied immediately explaining that I had some flexibility with the collection time and asking them to provide an alternative transfer, price and confirmed pickup time. I received no response at all. I appreciate that it may not always be possible to fulfil a transfer request, but if a company offers to help arrange an alternative, I would at least expect a response-particularly when they know the customer is abroad, travelling home that evening and relying on them for onward transport. Unfortunately, the lack of communication left me having to sort out alternative transport myself at very short notice. The whole experience was unnecessarily stressful and fell well below the level of service I expected.