Loveholidays review: Transfer company

?onholidaysupport@loveholidays.com?
FORMAL COMPLAINT
I am absolutely bewildered to hear about the experience my mother endured on her arrival in Malaga airport.
Special assistance team left my mother in the designated area. Your advertised promise is that she should not have to wait longer than an hour.
After the hour she approached the group of transport men who displayed a board. The board included bus directo which my mother pointed to with her walking stick. One representative asked her if she was delayed in passport control, clearly trying to pass the buck.
He said her transport had gone, she had to pay for another taxi and claim it back.
My mother had already paid for her taxi and they left her stranded.
Why do Love Holidays use these companies who are clearly unreliable. My mother has no control over eventualities the airport. If customers pay for transport, the transport is what they should receive. A disabled 67 year old lady was left stranded in a foreign airport having to find her own way to her hotel to which she had never been to before. ref 12049127
My mother emailed the support team to no availe
Please escalate this complaint. I would appreciate a swift response.
Ryan Kellett , son of Christine Kellett