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★☆☆☆☆

“Apalling Customer Service”

written by 20Duncan on 28/04/2015

Wish I had read the other reviews here before I booked OTS - after my experience I would avoid them like the plague! I had an early morning Sunday taxi pick-up booked for 12th April at 5.25am to take me to my local regional airport for first leg of a business trip to the States. I was outside at 5.20am with my bags but no taxi had arrived by 5.25. I called and an automated answer service told me he would be 4 minutes to arrival. The driver then phoned five minutes later and asked to me confirm the post code (which was correct)and give him directions because he had gone to a neighbouring village. Eventually he turned up almost 15 minutes late and idled along to the airport. I arrived just as the check in desk closed on the early flight. On the way to the airport he showed me the T junction where he had ignored the signpost to my village and turned the other way because his satnav (which he admitted was out of date) sent him there.
When I subsequently sent feedback to OTS a week later I was confronted with the most appalling customer service. They took all the details and then replied by e-mail to say they would not give me a refund and told me that I had signed their terms and conditions when I booked (which said I had to leave 2 hours prior to a flight). I was flabbergasted! I had not even asked for a refund in the first place and they never even apologised or attempted to provide an explanation. It is blatantly obvious that they simply don't care whether a taxi is late and make no attempt to correct the underlying issues. I was originally surprised that they weren't interested in actively seeking feedback from their customers, but now I see why. I totally agree with other comments here - they are a dreadful company to deal with and I'll never use them again.

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