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Never turned to pick us for airport waited 1 hour nothing came so had to pay 80 € for taxi bad end to a good holiday
avoid, no transfer, airplaine tikets losts tunisia the 7 of september 2014
My initial dealings with A2B, were good. I spoke to Ernest Schutte in South Africa ( not quite local to me ! ), who was very helpful, and following on from this, I booked a transfer between Miami Airport, and Fort Lauderdale. On arrival in Miami,in the afternoon of March 17th 2016, after more than two hours of security, ( Welcome to America ! ), we finally reached the arrivals hall. No sight of our name, on any of the numerous boards for people arriving at the airport. After walking up and down the area, a few times,we decided to ring the ' emergency ' telephone number, only to find that ' the mail box is full, and cannot take any more messages '. We spoke to a number of other transfer representatives, who knew the company for whom we were waiting. They informed us that no-one had seen them at all that day.We then approached the information desk,who were very helpful. They tried the emergency number, with the same result. They also tried the other numbers, only to find that the offices were now closed.The information desk, suggested that we should go to Fort Lauderdale by taxi or by shuttle, both of which were available outside arrivals. As the cost was the same, we went by taxi, and arrived at our hotel. Immediately, I emailed A2B, and received the standard automated reply,which indicated a reply in 24hrs. On 31st March, I received an email, indicating that they would be conducting a full investigation. What they had been doing for the previous 14 days, is anybody's guess. On 4th April, an email was sent to me,indicating that no refund of transfer money, nor any compensation would be paid,as I had not contacted the supplier by telephone, at the airport. The person sending me this email,a Mr.Hendrik Pienaar, had not read my email at all, and decided that was the end of the matter. I immediately replied, on 5th April, to the fact that I had tried all telephone numbers,and we were left with no alternative, but to make our own arrangements to get to our hotel. Again I received a reply, that they would look into the matter, and reply within 14 days. On 25th April ( 20 days later ), I received a reply, from a different 'executive ',stating:- " Further to our previous correspondence, we would firstly like to say again how sorry we are that you found cause for complaint whilst you were away. We do our best to ensure that the suppliers with whom we work offer the best possible service locally, and we very much regret that they appear to have let you down on this occasion. As you will appreciate, there are a number of unexpected problems that can arise which may affect journeys and waiting times on the day of operation. Because of the nature of the service we offer, these problems are often wholly outside the drivers’ control. It was therefore vital that we checked with the suppliers before we replied to you, in order to establish exactly what happened in this instance. The suppliers have now replied with an apology, but the explanations they have provided do not – we think – justify their failure to provide the service they had undertaken to provide. In short, we do not accept their response and we have informed the destination manager that we are disappointed and expect action to be taken to ensure that no similar complaints are received here again." It then follows, that they will refund our original booking cost, and the hope that we will book with them again, to which I immediately replied, that I was disappointed in the reply. Not only were we entitled to a full refund, but the inconvenience and the poor overall response to my complaint, surely justified a token of goodwill. The same ' executive ', replied, asking me for the receipt for the taxi fare. As I had already indicated, that when we finally arrived at the hotel, I did not even think of obtaining a receipt, which I admit, in hindsight, I should have done, and I replied accordingly. On 19th May,30 days later, Mr. Pienaar replied, quoting Terms and Conditions 11.4, which indicates that a receipt is necessary, for the additional costs incurred. Four days later, I replied to Mr. Pienaar, accepting that the t&c's indicated a receipt for the taxi fare, but this is not what I was requesting. I stated, that A2B, being a reputable company, would admit to their failings, and offer a small token of goodwill. A final reply came, from the same person, on 26th May, ignoring the ' goodwill gesture ', and stating that a receipt is necessary, for refunds. End of story! From my initial complaint on 17th March, it has taken A2B, 10 weeks, to finally state, that they made a mistake, it cost me money, but they will not refund any more, than to which I am entitled. It also appears, that A2B and Hoppa, are the same company.
We have used A2B transfers in the past without problem however, we have just depended on them for transfer from the airport to our hotel and back again for our recent holiday in Rhodes. We were staying at the Lindos Village Resort and Spa and on finding the company at the airport who are clearly sub-contracting for A2B we were told that the streets were too narrow for the mini bus to drop us off and were told we would be dropped of at a place called Lindos Reception where someone would give us our keys and show us where to go. Having never been to Rhodes before this sounded plausible so not too much of a concern. What a LIE. We were dropped off in a car park on the edge of Lindos village and told this was Lindos Reception. Still taking it in good faith we disembarked looking around for the Reception. By the time we found it the mini bus was long gone and where we were told we would get our key and escort was in darkness and locked up. The place where we were abandoned was all but deserted as it was past 22:00. We didn't know where to go or what to do the only thing that was clear was the fact that we had been left in a potentially dangerous situation. Fortunately a local in an otherwise empty taverna saw that we were in a mess and helped us out. He phoned around to find where the hotel actually was, which when the truth of the matter came out was over 5km away in the next bay. He then phoned for a taxi for us and informed the hotel that we were on our way as they were also worried about our absence. I can only thank heavens that this man was in the taverna and that he sorted out the problems caused by a transfer company that don't seem to know where the hotels on its own island are. Clearly by the time we made it to the hotel the restaurant had closed as it was getting towards 23:00 so no food that night. We raised the issue with our travel company the next day who took it up with A2B and also refunded our taxi fare from the previous evening. The access to the hotel was not a problem at all as there was a regular bus service from right outside the hotel entrance and also coaches taking folk on excursions were regularly picking up and dropping off so I don't understand why the travel company found it so difficult to get to the hotel. We did see during our stay that the same company was dropping off at the Lindos Royal hotel which is adjacent to the Lindos Village Resort and Spa. Our travel company were very good and refunded our expenses without question which raises the thought that this was not an isolated incident. To add insult to injury when our travel company explained the error to A2B and where the drop off/pick up should have been they refused point blank to pick us up there and unless we undertook to get back to the point over 5 km away they would not take us back to the airport. Clearly we were not going to do this and the hotel kindly arranged for a private transfer for us with a company that they use regularly and clearly know their way around the island. Again we had to pay for this ourselves but were refunded without question by our travel company. Basically I think that A2B should be ashamed of the "service" that we received and review with a bit more care who they are subcontracting to as people in strange places are reliant on being taken to our hotels safely and not abandoned in deserted areas late at night. I have rated this as 1 star as there is no option to give less
I booked a shuttle to take myself and my mother from Faro Airport to our hotel in Carveiro in June. Our flight landed on time and we checked in with A2B 15min after landing and were told to wait 100ft away for our shuttle. There were a lot of people waiting in this area but we didn't think anything of this. After an hour passed we were starting to get frustrated, as were the other 20+ people waiting. I went and asked how much longer our shuttle would be as there were no free seats and my mother suffers from arthritis. We were just told to carry on waiting and that they couldn't say how long it would be. 2 girls in earshot then told me they had waited 4 hours and didn't know how much longer they had to wait either. Another hour passed and I asked again how long it would be as our contract with them stated our shuttle would collect us within an hour of checking in. All the woman could tell us this time was that as it was a Sunday they didn't have enough drivers. Still no estimate on time or even if we would get a shuttle. Another hour passed and it was the same story, she couldn't say we would definitely get a shuttle and as my mother was now sitting on the floor due to her arthritis we got a taxi costing us 60 euros. After numerous emails at first with Travel Republic who I had booked through acting as a go between, and then directly with A2B all they could offer me was the cost of my ticket refunded, around £9. They repeatedly lied during the first emails, firstly saying my flight had landed late, this was easily disproved with a screenshot of a flight checker site. They then said I was told I would get a shuttle, all we were told was that they, didn't have enough. They didn't reply to my last email a week ago asking for an address to send legal correspondence as I am now taking this to the next level to get my taxi journey compensated for. I know there will have been many other people in the same boat this day, and probably other Sundays, and their attitude to their customers on the day and through email is terrible.