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“I paid and got no transfer!”

written by Stevensxo366 on 26/05/2014

I am sorry I must complain both about the Istanbul local service and the English general serv ice.
Following their instructions, on the morning of May 2 I made a telephone call to the local service 24 hours before the transfer from ISG Airport Hotel (Sabina G. Airport, Istanbul) to Ataturk airport and they confirmed that a shuttle would pick us up at the hotel at 8.25 am. At 8.20 we were at the hotel entrance and waited until 8.45 when the hotel clerk informed us that the shuttle driver had arrived at 8 am and left at 8.15 (while we were having breakfast in the restaurant area of the hotel). Nobody informed us neither by sms nor e-mail. I called many times the 24 hour local emergency telephone between 8.45 and 9.30 but an automatic responder told me every time to call later.
We had to look for another transfer, risked to get late to our destination and had to sustain heavier costs.
I e-mailed Holidaytaxis, explained what happened and requested to be refunded -- I had paid in advance by credit (euros 46.90). They refused any reimbursement by saying that on the morning of the transfer they left a note for me at the hotel saying that the pick up time had been changed from 8:25 to 08.00. "The driver waited until 08.15 but due to other passengers on the bus, he was unable to wait any longer. It would appear that the hotel staff did not pass on the message to you or advise you that the bus has arrived."
Simply ridiculous!