Kyle M.
We requested 1 passenger vehicle that…
We requested 1 passenger vehicle that would hold 11 people. On the day of arrival they showed up to pick our family up with 2 vehicles (mini van & Suv). We paid for an oversized passenger van not 2 vehicles. We were told the 11 passenger van sustained damage and was unavailable. We found out when we were being dropped off at the port the 2 vehicles that brought us were also picking up 2 families already at the port. Terrible customer service. I contacted them via chat because they claimed they could not be contacted via phone. The cost of the 11 passenger van was $274.00 and the cost of 2 private vehicles via Uber would have been $120. I have requested a refund and to date nothing from them. I requested a phone call as well, still nothing. I would not recommend this service to anyone. ABSOLUTELY TERRIBLE CROOKED COMPANY.
Response from GofastpassDec 27, 2025
Thank you for sharing your feedback. We are truly sorry that this experience did not meet your expectations, and we would like to clarify the facts surrounding your reservation to provide transparency for both you and future readers. Shortly before your scheduled pickup, the originally assigned 11-passenger van experienced an unexpected technical issue. In order to avoid canceling your reservation minutes before pickup and leaving your family without transportation, our operations team acted immediately and made the decision to dispatch two vehicles (a minivan and an SUV) instead. This adjustment was made solely to ensure your group was transported on time and without disruption. While this was not the originally planned vehicle, the alternative solution allowed your family to proceed as scheduled rather than facing a last-minute cancellation. Situations like this are not routine, but they can occasionally occur despite strict maintenance and inspection standards that follow manufacturer guidelines. Regarding your comparison with rideshare services, we respectfully note that our service is not equivalent to Uber or similar platforms. We operate as a private, pre-scheduled black car service, offering exclusive vehicles, professional drivers, and dedicated operational support. For reference, comparable SUV services for this route typically exceed $150 per vehicle, meaning two rides would likely total $300 or more, excluding gratuity. It is also important to clarify that although two vehicles were used, your service was completed successfully and without further issues. During your trip, our team remained available and advised you to email our support team so that your claim could be reviewed by our sales and commercial department for a possible partial refund, even though the operational adjustment resulted in higher costs for our company due to deploying two vehicles and two drivers. Unfortunately, the 1-star review was posted before our team had the opportunity to formally review and respond to your request, despite guidance being provided on the same day of service. We regret that this experience caused frustration and sincerely apologize for the inconvenience. Our goal is always to find the best possible solution in unforeseen situations, prioritizing our clients’ schedules and ensuring they are not left without transportation. Kind regards, FastPass Team