Seriously I.
Company charges fees that were never agreed upon
Our plane was diverted to Tampa because of bad weather. We were not the only plane that could not land in Orlando. We got to the airport about 1.5 hours later than originally expected to arrive. A professional company would have been watching our flight and arrived later. The driver was nice but the next day we were charged an extra $60. This was ridiculous as we had no control over the situation. When the weather is severe and you run a business in Orlando, you should know enough to monitor the flight. I will never use this company again and I already told multiple people that this company is unprofessional and obviously should not be used. After I mentioned this to one of my friends, he said he has known people that either the ride never showed up or the driver was late with no explanation. Save your money and don't use this company.
Response from GofastpassSep 1, 2025
Dear Roseanne Casper, Thank you for your feedback. We always take our customers’ experiences seriously, and we appreciate the opportunity to clarify the situation. We would like to emphasize that our team actively monitors all incoming flights. In your specific case, your flight was diverted to Tampa only 10 minutes before the originally scheduled landing at Orlando International Airport. At that point, our driver had already arrived at the airport and was positioned for your timely pickup. Upon learning of the diversion, we made a conscious decision not to mark your reservation as a no-show, and instead, authorized our driver to wait at the airport for nearly three hours — from 8:00 PM until your flight finally landed at 11:02 PM. This was done solely to ensure that you would still be accommodated, without the stress and inconvenience of arranging last-minute transportation late at night. The additional $60 fee was applied in accordance with our clearly stated terms of service, which explain that extended wait times (especially those exceeding 60 minutes) may incur additional charges to fairly compensate the professional and cover operational costs. We would also like to highlight that such fees are only charged in rare, exceptional cases — fewer than 5% of our reservations involve such adjustments. In the vast majority of situations, we do not charge clients for delays or wait times. While we understand your frustration with the airline disruption — which was outside anyone’s control — we believe that penalizing our company through a public review that misrepresents the facts is unfair. Rather than cancel your ride or apply no-show penalties (as many companies would), we went above and beyond to serve you — reallocating the driver’s schedule and delaying other assignments to ensure your transportation was still provided seamlessly after a long travel day. Regarding the mention of friends who had issues, we respectfully point out that our service is consistently rated 4.7 to 4.9 out of 5.0, with the overwhelming majority of clients praising our professionalism, punctuality, and attention to detail. Isolated opinions should not overshadow a proven track record built over many years. We hope this clarifies the matter, and while we regret that your experience felt disappointing, we stand by the integrity and efforts of our team in handling your reservation under challenging circumstances. Sincerely, GoFastPass Support Team