CarTrawler review: Airport transportation

Booking ID PT778828820

Name – William [censored]an

email booked under – bill.[censored][protected]@blueyonder.co.uk through KLM

I have tried several times to bring a resolution to my request for a refund for the transfer Caparica – Lisbon airport 20 September 2023.

Here once again is the gist of my complaint.

I purchased a return transfer through KLM for Lisbon Airport – Av 1 de Maio 38, Costa de Caparica for 10 September and a return transfer 20 September.

The driver picked us up from the airport on time but was taking us to Fonte da Telha which is 10 kilometres away from Costa de Caparica.

Fortunately, as we had been there before, I knew where we should be going and redirected him. Even then he was very reluctant to drop us off, insisting we were wrong and he had the correct address.

You will appreciate I was very concerned about our return transfer and tried to contact you to confirm the address. The only ways your system allowed this was by live chat or phone call. I tried live chat on numerous occasions over 2 days without a single response from a live agent. I phoned twice but each time I was cut off after 30 minutes waiting.

Your website only allows a cancellation of a transfer, not an amendment so, having no choice since it proved impossible to contact you, I cancelled. This was on 13 September, 7 full days before the return transfer.

I was quite convinced in the light of the first journey that the driver for the return transfer would have gone to the wrong address and we would have been left waiting and would have missed our flight.

I have had several email conversations with you but each time get the comment that we should have cancelled before we actually set off for the outward journey and we were simply referred to your terms and conditions which insist of cancellation BEFORE the first flight. Why would we do that?

The agents have failed to take into consideration my reasons for cancelling the transfer, something I did not want to do, but this course of action was FORCED on me by the circumstances that the taxi firm had the wrong pick up address.

All I am asking is that you take a more reasonable view of events and issue me with a refund for the cancelled journey.

William [censored]an