Reklamation
Flughafen Taxi-Transfer in Bilbao, Spanien
*.ch
31 Dec 2023, 20:39 CET
Der für Samstag, 30.12.2023 für die Ankunft mit Flug WK226 aus Zürich in Bilbao ankommende und durch booking.com bestätigte Taxi Transfer Service wurde nicht geleistet. Der zugewiesene Fahrer Carlos Gómez Lázaro war bei Ankunft nicht am Flughafen. Als ich ihn um 19:15 Uhr anrief, sagte er, er habe keine Buchung für mich vorliegen. Er bot an, noch an den Flughafen zu fahren, was ich ablehnte, weil ich nicht noch länger am Flughafen warten wollte, als dies durch die Abwesenheit des Fahrers ohnehin schon verursacht hatte.
Die vom vermeintlichen Fahrer Carlos Gómez Lázaro gesendeten WhatsApp Nachrichten (gesendet von +34 652 74 20 50) wurden von ihm gelöscht, siehe Anhang.
Wegen der Nicht-Bereiterstellung der gebuchten Transfer-Leistung erwarte ich deren vollumfängliche und schnelle Rückerstattung.
Danke und freundliche Grüsse
Matthias Reimann
Attachment(s)
Screenshot_20231231_083117_WhatsApp.jpg
This email is a service from Transferz. Delivered by Zendesk
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Diego Oviedo (Transferz)
1 Jan 2024, 03:18 CET
*.ch,
We sincerely appreciate you taking the time to bring this matter to our attention. First of all, we wish to extend our apologies for all the inconveniences caused.
At Taxi2Airport | Transferz, we highly value customer feedback, and were genuinely troubled to learn about the negative experience you/ one of our customers had. We take any allegations of shortfalls in our services very seriously
In our effort to prevent anything like this from happening again in the future, we have contacted the provider to ask for an investigation on your case. Therefore, we will contact you within 96 hours with an update.
In the meantime, could you kindly share any relevant documents or information that will allow us review and process your claim promptly? Your assistance will enable us to serve you to the best of our ability and help meet our service standards. These documents could include:
• Screenshots of unanswered outbound calls to our customer service line or the driver.
• Messages with the driver.
• Pictures at meeting point.
We request you to send these documents within 14 days after you receive this e-mail.
We look forward to hearing from you.
Kind regards,
Diego
Taxi2Airport at Transferz Support Team
*.ch
7 Jan 2024, 09:05 CET
To whom it may concern,
Thank you for your interim response concerning the booked and confirmed transfer we had for Bilbao for 30 Dec 2023 (a service that was not provided).
To make it easier, following is my information again in English (I had already provided this information to your organisation in German language): The taxi transfer service confirmed by www.booking.com for Saturday, 30.12.2023 for the arrival with flight WK226 from Zurich in Bilbao was not provided. The assigned driver è Carlos Gómez Lázaro was not at the airport on arrival. When I called him at 19:15, he did not take the phone call. I sent him a WhatsApp message at 19:17 and asked that he would call me back, which he did in return. During that first phone conversation, he said he had no booking bearing my name. As he was unsure about the spelling of my name, he asked me that I send him the name by WhatsApp message, which I did. After that, I called him again and he said he had no booking under the name Reimann in his books. A little later, he offered to drive to the airport (he was back at home or back at the base of your organisation – I don’t know this detail), which I declined because I didn't want to wait any longer at the airport than the driver's absence had already caused. – I consequently took a taxi to my city hotel, which was a smooth, easy and cheaper service than what I had prepaid to www.booking.com for your not delivered transfer service.
The WhatsApp messages sent by the supposed driver Carlos Gómez Lázaro (sent from +34 652 74 20 50) were deleted by him as you can see in the attached screen shots of the conversation between him and myself (message in German ‘Diese Nachricht wurde gelöscht’ which means è “This message has been deleted / cleared”). He even deleted the WhatsApp call register as you can also see in the screenshots attached (message in German ‘Anrufliste gelöscht’ which means è “Call list / call log deleted / cleared”).
For further documentation, you also find attached the copy of the taxi transfer booking confirmation as provided by www.booking.com
Due to the non-provision of the booked transfer service, I expect an immediate, unconditional, full and prompt refund of my money paid for the not provided service.
Thank you for arranging for an immediate refund and regards,
Matthias
Matthias Reimann
Herrengasse 3
CH – 5082 Kaisten
*.ch
è Think before you print ç
Attachment(s)
2023_12_30_Confirmation of arrival taxi transfer Bilbao_booking.com.pdf
Taxi2Airport at Transferz_Screenshot 2_WhatsApp conversation 30-12-2023.jpg
Taxi2Airport at Transferz_Contact details Carlos Gomez Lazaro.jpg
Taxi2Airport at Transferz_Screenshot 1_WhatsApp conversation 30-12-2023.jpg
Diego Oviedo (Transferz)
8 Jan 2024, 03:44 CET
*.ch,
We are writing to you today regarding your refund request. We thank you for your patience and your understanding is greatly appreciated.
Throughout our investigation, our transfer company informed us that the driver waited for the customer for until the experation time passed and the driver had to leave for another customer.
Based on the information gathered, we have concluded our investigation and, unfortunately, are unable to provide reimbursement from our end. We have full confidence that our standard procedures were diligently adhered to in this instance.
Please note that we take any allegations of shortfalls in our
services very seriously.
We apologies for any inconvenience this may have caused and we remain at your disposal for any questions you may have.
Kind regards,
Diego
Taxi2Airport at Transferz Support Team
Attachment(s)
Screenshot_20231230_193224_Aena.jpg
20240106_194612_5111377401006054898 (1).png
20240106_194201_4540596826095451746.png
Dear Diego,
Your response is a complete and utter joke and it is a total disgrace: the driver was NOT at the airport - you know it and the driver knows this. Don’t you understand that the driver told me on the phone he was not at the airport at the time when I rang him??? You/your driver are just simply lying when you now claim that the driver had been waiting for me at the airport in Bilbao, it is simply baseless and not true.
I will use every online forum I can find to draw attention to your mean handling of a justified complaint and request for unconditional refund - I do not want any other travellers to experience the same miserable treatment by your organisation again.
That you think it is ok to rip off a customer is a disgusting example of customer service. How you can sleep at night is beyond me, but maybe this sort of dealing with customer reactions and complaints is just part of your business model.
Matthias
Matthias Reimann
Herrengasse 3
CH – 5082 Kaisten
*.ch
Think before you print
Forderung: Bedingungslose und schnelle Rückerstattung von 100% des im voraus bezahlten Fahrpreises von CHF 33.89
*.ch
31 Dec 2023, 20:39 CET
Der für Samstag, 30.12.2023 für die Ankunft mit Flug WK226 aus Zürich in Bilbao ankommende und durch booking.com bestätigte Taxi Transfer Service wurde nicht geleistet. Der zugewiesene Fahrer Carlos Gómez Lázaro war bei Ankunft nicht am Flughafen. Als ich ihn um 19:15 Uhr anrief, sagte er, er habe keine Buchung für mich vorliegen. Er bot an, noch an den Flughafen zu fahren, was ich ablehnte, weil ich nicht noch länger am Flughafen warten wollte, als dies durch die Abwesenheit des Fahrers ohnehin schon verursacht hatte.
Die vom vermeintlichen Fahrer Carlos Gómez Lázaro gesendeten WhatsApp Nachrichten (gesendet von +34 652 74 20 50) wurden von ihm gelöscht, siehe Anhang.
Wegen der Nicht-Bereiterstellung der gebuchten Transfer-Leistung erwarte ich deren vollumfängliche und schnelle Rückerstattung.
Danke und freundliche Grüsse
Matthias Reimann
Attachment(s)
Screenshot_20231231_083117_WhatsApp.jpg
This email is a service from Transferz. Delivered by Zendesk
[GDX5VG-XV26W]
Diego Oviedo (Transferz)
1 Jan 2024, 03:18 CET
*.ch,
We sincerely appreciate you taking the time to bring this matter to our attention. First of all, we wish to extend our apologies for all the inconveniences caused.
At Taxi2Airport | Transferz, we highly value customer feedback, and were genuinely troubled to learn about the negative experience you/ one of our customers had. We take any allegations of shortfalls in our services very seriously
In our effort to prevent anything like this from happening again in the future, we have contacted the provider to ask for an investigation on your case. Therefore, we will contact you within 96 hours with an update.
In the meantime, could you kindly share any relevant documents or information that will allow us review and process your claim promptly? Your assistance will enable us to serve you to the best of our ability and help meet our service standards. These documents could include:
• Screenshots of unanswered outbound calls to our customer service line or the driver.
• Messages with the driver.
• Pictures at meeting point.
We request you to send these documents within 14 days after you receive this e-mail.
We look forward to hearing from you.
Kind regards,
Diego
Taxi2Airport at Transferz Support Team
*.ch
7 Jan 2024, 09:05 CET
To whom it may concern,
Thank you for your interim response concerning the booked and confirmed transfer we had for Bilbao for 30 Dec 2023 (a service that was not provided).
To make it easier, following is my information again in English (I had already provided this information to your organisation in German language): The taxi transfer service confirmed by www.booking.com for Saturday, 30.12.2023 for the arrival with flight WK226 from Zurich in Bilbao was not provided. The assigned driver è Carlos Gómez Lázaro was not at the airport on arrival. When I called him at 19:15, he did not take the phone call. I sent him a WhatsApp message at 19:17 and asked that he would call me back, which he did in return. During that first phone conversation, he said he had no booking bearing my name. As he was unsure about the spelling of my name, he asked me that I send him the name by WhatsApp message, which I did. After that, I called him again and he said he had no booking under the name Reimann in his books. A little later, he offered to drive to the airport (he was back at home or back at the base of your organisation – I don’t know this detail), which I declined because I didn't want to wait any longer at the airport than the driver's absence had already caused. – I consequently took a taxi to my city hotel, which was a smooth, easy and cheaper service than what I had prepaid to www.booking.com for your not delivered transfer service.
The WhatsApp messages sent by the supposed driver Carlos Gómez Lázaro (sent from +34 652 74 20 50) were deleted by him as you can see in the attached screen shots of the conversation between him and myself (message in German ‘Diese Nachricht wurde gelöscht’ which means è “This message has been deleted / cleared”). He even deleted the WhatsApp call register as you can also see in the screenshots attached (message in German ‘Anrufliste gelöscht’ which means è “Call list / call log deleted / cleared”).
For further documentation, you also find attached the copy of the taxi transfer booking confirmation as provided by www.booking.com
Due to the non-provision of the booked transfer service, I expect an immediate, unconditional, full and prompt refund of my money paid for the not provided service.
Thank you for arranging for an immediate refund and regards,
Matthias
Matthias Reimann
Herrengasse 3
CH – 5082 Kaisten
*.ch
è Think before you print ç
Attachment(s)
2023_12_30_Confirmation of arrival taxi transfer Bilbao_booking.com.pdf
Taxi2Airport at Transferz_Screenshot 2_WhatsApp conversation 30-12-2023.jpg
Taxi2Airport at Transferz_Contact details Carlos Gomez Lazaro.jpg
Taxi2Airport at Transferz_Screenshot 1_WhatsApp conversation 30-12-2023.jpg
Diego Oviedo (Transferz)
8 Jan 2024, 03:44 CET
*.ch,
We are writing to you today regarding your refund request. We thank you for your patience and your understanding is greatly appreciated.
Throughout our investigation, our transfer company informed us that the driver waited for the customer for until the experation time passed and the driver had to leave for another customer.
Based on the information gathered, we have concluded our investigation and, unfortunately, are unable to provide reimbursement from our end. We have full confidence that our standard procedures were diligently adhered to in this instance.
Please note that we take any allegations of shortfalls in our
services very seriously.
We apologies for any inconvenience this may have caused and we remain at your disposal for any questions you may have.
Kind regards,
Diego
Taxi2Airport at Transferz Support Team
Attachment(s)
Screenshot_20231230_193224_Aena.jpg
20240106_194612_5111377401006054898 (1).png
20240106_194201_4540596826095451746.png
Dear Diego,
Your response is a complete and utter joke and it is a total disgrace: the driver was NOT at the airport - you know it and the driver knows this. Don’t you understand that the driver told me on the phone he was not at the airport at the time when I rang him??? You/your driver are just simply lying when you now claim that the driver had been waiting for me at the airport in Bilbao, it is simply baseless and not true.
I will use every online forum I can find to draw attention to your mean handling of a justified complaint and request for unconditional refund - I do not want any other travellers to experience the same miserable treatment by your organisation again.
That you think it is ok to rip off a customer is a disgusting example of customer service. How you can sleep at night is beyond me, but maybe this sort of dealing with customer reactions and complaints is just part of your business model.
Matthias
Matthias Reimann
Herrengasse 3
CH – 5082 Kaisten
*.ch
Think before you print
Forderung: Bedingungslose und schnelle Rückerstattung von 100% des im voraus bezahlten Fahrpreises von CHF 33.89
Erstellt von Matthias R. am 08.01.2024
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