Pick Me Up Airport Transfers

PART 1: MESSAGE TO ALL READERS: We have operated our transfer business on the Sunshine Coast for over 9 years now and this is the first complaint we have received. We take pride in assisting our customers to meet their needs. Please see all reviews on OUR GO_G_LE account, they speak for themselves (sorry I’m not allowed to say which site). We are not in the habit of encouraging our customers to leave reviews, they do so on their own merit. MY RESPONSE TO THE WRITER OF THIS REVIEW has to be posted in several different comments due to word count restrictions, I apologise for the length but feel that the full story has to be told. FrenchFizz, AKA, Lauren and Victoria S has left this same negative comment on several different sites). Customers true identity is Victoria. We actually provided the service that Victoria paid for. Please read on.

PART 2: Victoria, I'm sorry that you feel that we did wrong by you and you feel the need to bad mouth our company on social media. I will stand behind all of our drivers and say that we provide nothing but a very professional and courteous service. Yes our driver did leave the Sunshine Coast early to collect you. This was due to severe bushfire situations affecting the coast and the flow of traffic southbound. We wanted to ensure that our driver arrived on time for your pick up. You say that we were notified several hours prior to the expected arrival time into Brisbane. I'm sorry but that's not accurate. We received the notification approx 1545hrs and flight ETA was 1705hrs. The driver was already in the Brisbane at the time we received notification.

Part 3: It was unfortunate that the flight was eventually cancelled and that a substitute flight had been booked for the following day. I spoke with with you myself and explained that we had no cars available the following day when you were now due to arrive into Brisbane. All of our vehicles were in fact booked for other transfers. I went out of my way and phoned around to find another company who had availablilty. I did this out of courtesy and to provide GOOD CUSTOMER SERVICE I wanted to ensure that you weren't left stranded in Brisbane with no way home. I don't know what else I could have done. Did you expect me to cancel the booking of one of our other customers? No it wasn't your fault that the airline had to cancel, and nor was it ours. We provided the service that was booked, therefore we are entitled to be paid. Our car and driver were unable to be rebooked at short notice.

Part 4: You say that your family and friends will no longer use our service and that they will find a service who provide a more reliable and professional service in the future. I'd like to add that we go out of our way to ensure our passengers have a comfortable trip, even making stops for their convenience to pick up bottles of wine, as has been the case with your family in the past. Our drivers don't have to do that. Stopping takes time. they get no extra money for it, but they do it to keep the customers happy and provide a good customer service.

Part 5:
A war of words will get nowhere and I'm sorry that you are so bitter about all of this, but all that could be done to ensure you had a safe trip back to Brisbane was done. I don't blame you for being angry and upset about the whole situation it must have been quite a traumatic experience. When I spoke with you were quite frantic about having no way home, but I ensured that wouldn't be the case. Our previous ratings on GOOGLE speak for themselves. We have always provided great customer service and will continue to do so, however we do need to be paid for the services we provide.

Pauk, Thank you so much for your positive feedback. Our aim is to provide a more private and comfortable service than shuttles and it's always good to receive positive comments. It was our pleasure to be able to assist you and your family on your transfers to and from Brisbane and we look forward to being able to do so in the future.