Joao N.
Bad experience
I deeply regret booking with this company. The entire process was disorganized and unnecessarily stressful. After booking, I had to complete two forms that asked for redundant information. I was then contacted through four different WhatsApp numbers by employees and an automated chat, repeatedly asking for the same details. I provided my mother’s and aunt’s phone numbers several times to different people. The day before their arrival, another employee called insisting that they urgently needed my mother’s number—which I had already provided multiple times. When I explained that their staff needed to communicate with one another instead of repeatedly asking customers for the same information, he responded with excuses about the company having multiple employees. My concern was reasonable: if their own team could not keep track of basic contact information, how could I trust that the driver would have everything needed when my mother arrived at the airport? Instead of addressing that concern professionally, the employee told me, “We don’t need to listen to this. Do you want your money back?” This happened the day before the scheduled pickup and left me scrambling to arrange another ride. A premium airport-transfer service should provide organization, reliability, and peace of mind. Instead, I received repeated requests, poor internal communication, and an unprofessional response when I raised a legitimate concern. Based on my experience, this service was absolutely not worth the price, and I would not recommend it. A Uber cost less than half the price this company charges.
Response from Vou Para New YorkSep 13, 2026
João, your review omits a fundamental part of what actually happened, and for that reason we need to respond publicly and clearly. You contacted VPNYGo at the last minute to arrange transportation for your mother and aunt. We accepted the reservation, processed the booking, assigned a driver and requested the passenger information necessary to operate the transfer. The telephone number entered in the reservation was your own number, not your mother’s. Our team therefore asked you for a direct WhatsApp number for the passenger who would actually be arriving at JFK. This is a basic operational requirement. If necessary, our operations team and driver must be able to communicate directly with the arriving passenger. You then objected to being assisted by different members of our team and requested that one specific employee be personally responsible for your mother’s transfer and be added to your private family WhatsApp group. We explained that this is not how VPNYGo operates. We are a structured company with a centralized customer service and reservations operation, staffed by multiple professionals working different shifts. No customer is assigned an employee who remains personally and exclusively available for an individual transfer. We also explained that your mother’s flight would be monitored in real time, that delays would be tracked automatically, that a driver had already been assigned and that the driver would be waiting for the passengers at the airport. Unfortunately, despite these explanations, the manner in which you addressed members of our staff became unacceptable. This is the part your review leaves out: VPNYGo made the decision to cancel your reservation. We will always make every reasonable effort to assist a customer, answer questions and resolve concerns. What we will not do is require our employees to tolerate disrespectful treatment in order to retain a $174 reservation. When it became clear that the relationship could no longer continue respectfully, you were informed that we would not proceed with the service. Your transfer was canceled by VPNYGo and your $174 payment was refunded in full. Proof of that refund was sent to you immediately. Your statement that you were simply raising a “legitimate concern” does not accurately represent the entirety of the interaction. Having a concern is absolutely legitimate. Treating members of our team disrespectfully because you disagree with our operating procedures is not. We also need to address your statement that “an Uber cost less than half the price this company charges.” An on demand Uber ride and a professionally arranged private airport transfer are not equivalent services. Our service was a prearranged private transfer with an assigned professional driver, flight monitoring, airport coordination and operational support. Customers are free to choose Uber, a taxi, public transportation or a private transportation company according to the service and price they prefer. But comparing different transportation products does not establish that our price was improper. You knew the price of $174 before purchasing the service and voluntarily completed the payment. We stand behind our team and behind our decision. VPNYGo will never prioritize a sale over the respectful treatment of our employees. Your reservation was canceled, your payment was refunded in full, and we consider the matter closed. Bruno Garcia VPNYGo