London Shuttle Service / Wasted money, refund refused!
Re: LONDON SHUTTLE SERVICE
My claim is that I did not receive service as promised by LONDON SHUTTLE SERVICE. We called LONDON SHUTTLE SERVICE and they advised us prior to booking that we would need 2 hours to get from Stansted to Heathrow. Based upon our itinerary, (which we emailed to them prior to booking) they assured us that since we had 4 hours before departure, time was and would not be an issue. Why would I hire a shuttle service if they could not promise me arrival in plenty of time to make my connection? Futhermore, we had researched other options, and we knew we could use either the Stansted Express/Underground, or a Bus Shuttle service. The ease of a Shuttle Service at the end of a long trip, was appealing, as I had used other Shuttle Service's in the past with no problems.
Our pre-paid Service was from Stansted to Heathrow airport. With our arrival at Stansted at 7:00am this left 3 hours for us to get to Heathrow by 10:00am for our 11:00am departure. The driver from LONDON SHUTTLE SERVICE was not at the pickup gate as promised. Our flight from Hahn-Germany to Stansted (Ryan Air #753) arrived at approximately 6:50am. We were at the exit gate at 7:00am looking for our driver, and we questioned many of the other shuttle services, asking if they knew anyone from LONDON SHUTTLE SERVICE. Finally after 20 minutes of searching for our driver we telephoned the LONDON SHUTTLE SERVICE at approximately 7:20am.
"Our driver will meet you inside the Terminal, he will be holding a board with your name on it. Driver always enter the Terminal 15 minutes after the plane landed for European flights."
We did not get a live voice at the LONDON SHUTTLE SERVICE when we called and had to leave a message. At 7:30am we located the driver, not at the gate but well away from the terminal gate exit. This is 30 minutes after the landing, not the 15 minutes they corresponded to us.
Additionally, the driver advised us, after we found him, that we would have no problem making it to Heathrow in time. As time became a factor in route to Heathrow (due to nasty traffic), the driver continued to assure us we would make it.
LONDON SHUTTLE SERVICE claims we asked the driver to take a diversion to get us to the airport. NOT TRUE, their driver suggested an alternate route after I started to question how much further we had to go.
LONDON SHUTTLE SERVICE at the time of booking said we needed 2 hours, we had 4 hours. We could have easily taken the Stansted Express to the Underground and arrived at Heathrow with time to spare, if the driver had advised us of the traffic mess. The LONDON SHUTTLE SERVICE did NOT deliver us as promised.
After we requested a refund we received a letter from LONDON SHUTTLE SERVICE where they tried to blame us for missing our flight at Heathrow airport. In their letter back to us they provided an incorrect departure time, and destination. For those of you wishing to use a shuttle service LONDON SHUTTLE SERVICE is not reliable or willing to admit their mistakes.
Lastly, their driver was exhausted, telling us he had been up most of the previous night. Also, please be aware that the vehicle was roomy but older and the driver kept the window open to help keep him awake. A problem for us as it was quite cold.
We would not recommend LONDON SHUTTLE SERVICE to anyone. Unexpected traffic delays and issues are beyond anyone's control, but LONDON SHUTTLE SERVICE refused to accept responsibility and instead tried to blame us the paying customer. We asked all the right questions from the start. We wanted to make sure we would get to Heathrow in plenty of time. We did not make it in time to make our flight, he delivered us at 10:10am too late for an international departure time of 11:00am. Virgin Airways got us on another flight, later in the day. This cost us, and we had to go to LAX instead of SFO, then rent a car to drive to SFO to pick up our car.
We never asked LONDON SHUTTLE SERVICE for any compensation other than our money back. DON'T DO IT! BOYCOTT LONDON SHUTTLE SERVICE!!! There are plenty of reliable Shuttle Service's in London we have used in the past.