Appaling customer service

I used hoppa.com on a trip to Berlin, but when we landed, on time, the transfer was not there. I called the number given on the ticket and the provider in Berlin said that they had received a cancellation, which clearly hadn't come for me. We therefore had to get a cab to the hotel.

I also asked at the time for our return transfers to be moved back by one hour, becuase out flight time had been changed. They said that was fine and had made a recoed of the new time. When the day came to go back to teh aiport, the transfers arrived an hour early, wouldn't wait for us, and out us down as a no show.

I called and emailed to complain, and they have refused to refund our return journeys becuase I have no proof of the agreement for the pick up to be moved back by an hour.

It took six emails, and two months of me chasing them for them to even address that the outgoing transfers hadn't arrived. They asked for proof that I had called the number on the ticket, which I provided. Then they replied saying that I hadn't called the number on the confirmation. They provided a screenshot of a number supposedly on my ticket, but this was a '0031' number. Numbers beginning with '0031' are from Holland. I'd travelled to Germany!

This was two weeks ago and desptite further emails and phone calls they still won't get back to me. They will try anythig to avoid refunding me for a service I paid for and did not receive.

On the hoppa.com website it says 'A guarantee it all works or your money back'. Do not expect them to honour this.