written by NicoWarner on 10/08/2014
We booked a car service to deliver us from the Barcelona airport to our hotel in Barcelona. We prepaid.
The plane was due to arrive at 9:30 We did not deplane until 10:15. Between customs and the luggage delay, we could not get to the receiving area until 11:15. The service World Airport Transfer uses in Barcelona is Splash. When we got to the receiving area, no one from Splash was there. They usually wear green tee-shirts. We went to the Tourist Bureau and had them call the Splash number. The person who answered told the Tourist bureau and my wife that he left at 11:10. We called as soon as we realized no one from Splash (green t-shirts) was there.
We were not the last people to leave the luggage area. Many followed us and we're picked up by other car services. Yuri, at World Airport Transfer, wrote:
Thank you for contacting us.
Please be advised that if the flight arrived at a later time from the scheduled arrival, you could have called them directly to advise them about this. See the local supplier's email below:
Dear Partner,
Service was considered as NO SHOW.
The flight has to arrive at 09:40 h but finally was delayed to 10:05h. Our driver was waiting until 11:10 h. Finally, after more than an hour waiting, he had left the arrivals hall on pursue to other services. The customers did not get in contact with us until 11:25 h. but it was too late to find the driver again.
Regards,
Jose
Unfortunately, we can not issue a refund for the transfer that was provided by the local supplier. Full penalties will apply for transfers tagged as NO SHOW.
Let us know if we can assist you with anything else.
Regards,
Yuri
Reservations Team
World-Airport-Transfer.comCity Discovery, Inc.
I called Yuri when I arrived home. I tried to impress on him that Splash did not perform the service that was contracted. We could not have gotten to reception area any sooner. Splash knew the flight was delayed and that we had to go through customs.
Three days after this incident, I was telling our story to the agent for our cruise line. As I was speaking, a person from Florida said he had the exact same experience with Splash. They refused to refund his money, as well.