DO NOT USE

Suntransfers.com www.suntransfers.com
★★★★★
4.8
96.0% of users recommend this
  • Punctuality

  • Easy to find

  • Comfort of journey

  • Customer Service

  • Value For Money

AdrienSchultz232's review of Suntransfers.com www.suntransfers.com

“DO NOT USE”

★☆☆☆☆

written by AdrienSchultz232 on 31/08/2015

Driver never showed
Phoned them but no apology
Called back 20 mins later at our own expense whilst overseas
They messed up booking and had no car to send
Had to make own way to airport at our own cost - negating need to actually use suntransfers in the first place
Just made flight so very stressful time
Customer services couldn't give a damn and have never apologised and to add insult to injury offered us money off to use them again as compensation.
I'd never use them again.

  • Barcelona

    Airport

  • Punctuality

  • Easy to find

  • Comfort of journey

  • Customer Service

  • Value For Money

Pritistn's Comment

Written on: 03/09/2015

Hello. I am sorry to hear that your transfer did not go smoothly as planned. Could you please provide us with your booking reference number. Thank you. Suntransfers.com

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Rob_C's Comment

Written on: 03/09/2015

Why? So you can spend three weeks looking into your mistake and then reach the same conclusion that "our internal policy in such cases is to cover the higher expense of the replacement taxi or the affected leg of the transfer. Our commitment goes above and beyond the requirement of refunding the service that has not been provided".

I think your interpretation of adequate compensation is probably very different from all the people you have left stranded. I note a number of negative reviews against your company which I wish I had read before booking with you.

I would EXPECT you to cover the higher expense given you were the reason I incurred that expense, so trying to pass this off as going "above and beyond" is galling to say the least.

Your attempt at going above and beyond was to offer me a discount if I used you again. WHY would I want to do that after having such an awful experience of your company and an even worse one with your customer services team and processes?

I incurred costs of paying interest on my credit card bill waiting for you to refund the additional fee I had to pay to arrange my own transport. I incurred mobile phone costs by having to make and receive calls to your company when your vehicle didn't show. I had the emotional stress of having to sort my own transfer out at the last minute or miss our flight and then only just making my flight. Your "above and beyond" refund and awful customer service experience after the event (you LOST my receipt as well so had to send that three times!!!) does not take any of these additional costs and distress into account at all.

You seem unable to comprehend this, so again, WHY would I bother sending you my booking reference again. So you can save face on a review website like this by appearing to try and resolve my issues. Sorry, I don't feel you have the right to such a conciliatory position from me.

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