Written on: 20/09/2013
I recently booked a cruise from Amsterdam to Basel from July 28th to Aug 4th. This was the first river cruise for my wife and myself and the cruise cost a considerable amount of money.
The description of the transport they provided to collect from my home was as follows:
Travel in constantly updated fleet of luxuriously appointed, fully-licensed private hire vehicles designed solely to get travellers to and from their international departure airport comfortably and conveniently.
Each vehicle is certified to the Government’s highest operational standards and comes complete with the latest satellite navigation technology, speed limiters and radio contact with a control centre manned 24 hours a day, 365 days a year. This ensures that your home or nominated address can be pinpointed easily and on time, and delays and traffic jams avoided for a prompt arrival.
Each VIP Home Departure Service vehicle carries no more than six passengers, the majority no more than four, allowing luggage room, the space to relax and the minimum number of stops on your journey. Our friendly, mature, uniformed drivers are carefully selected and monitored, many having worked with Titan now for several years, and they participate in an ongoing training programme which includes advanced driving instruction.
Outward- The driver was 40 minutes late collecting us from our house. The vehicle had 6 seats 3 of which faced backwards. There was insufficient legroom for any stretching as I had to sit opposite a gentleman and intertwine our legs, we could not stretch out our legs at all. The driver drove at an alarming rate (well over the speed limit) and as I was unaware of roundabouts or hump back bridges that were forthcoming, I felt sick from the outset. I asked him to slow down but he decided not to do so. He took one hump back bridge so fast that we took off. We also had continual wheel spin from his fast take offs. On arrival aboard the ship, I emailed Uniworld and phoned Titan with my complaint. Following Uniworld contacting Titan, they phoned me and apologized profusely and promised (yes that word was used) an excellent, non-shared, safe service for our return trip.
Homeward- We arrived at London Heathrow with no Titan representative and no cars present. I phoned Titan to ask where my car was and whilst I was on the phone a Titan driver turned up. I asked him where my car was and also a car for some fellow passengers he said “ that he was the driver for somebody else. They are my priority, they are old and do you know their surname? I told him that I didn’t and once again asked where my car was. I was told that the old passengers were his priority and a local taxi firm was picking us up, he didn’t know when. He also said I could quote him saying that we were not his problem as he had a bigger priority with the old couple. The old couple finally came out of arrivals and he left with them. It is interesting to note that Titan prioritise people by age. By this time we had been waiting for over half an hour with no representatives from Titan. There then followed 13 phone calls from me with Titan
Numerous promises were given to us and others that a car from a local taxi firm would collect us within minutes. We were given at least 5 deadlines that passed with no car or presence. Three quarters of an hour later, we were told that a car from Sky Taxis was collecting us and we were sharing with another couple. I explained that I had communicated with Uniworld and with Titan who had promised a quality service and I was not sharing. This later became irrelevant because the other couple left to make their own way home. Our driver duly arrived and we were shown to a 4 year old wreck of a taxi that was dirty. The drive back to my home was taken at speed sometimes over 110 mph. Not only was this dangerous but also the ABS error warning light was on from the outset and should we have had to brake urgently, I would suggest that we would not have been able to do so.
The description given by Titan of the transport provided smacks of sheer effrontery, they put our lives at risk twice despite assurances and the service they provided was atrocious and illegal. I
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