Airport Transfer failed to provide service and left me out of pocket.

JordC1995

Hi,

I recently went away with my girlfriend. On arriving at our destination, we arrived early hours in the morning and patiently awaited our transfer rep who never showed. We contacted their emergency number where we were on hold for half an hour, and were told to take an airport taxi service and assured they would reimburse the costs as there had been an error in their system.

After a few email exchanges, they have offered us a refund for their transfer on arrival, but not the taxi service, going back on their word. The taxi service cost €160, where as the transfer cost around €27. I'm now out of pocket by €143 because of their "system error".

Where do I stand here? The company is Abta protected also (if this makes a difference).

Any advice will be greatly appreciated.

Best wishes,
Jordan

leylandsunaddict

Its unlikely that the company you booked the transfer through actually provides the transfers. They'll just be an agent. Who was the transfer provider and who was the agent?

bagand96

Who did you book through? Did you boom everything as a package?

If you paid on a credit card then you could try claiming via them. The service you paid for was not provided. Strictly speaking, as the transfer cost £27 you are not protected by section 75 but it might be worth trying anyway.

JordC1995

Thanks for your reply. The firm is called HolidayTaxis Group LTD, you are correct also. However they have admitted it was a fault in their systems.

leylandsunaddict

JordC1995 wrote: »

Thanks for your reply. The firm is called HolidayTaxis Group LTD, you are correct also. However they have admitted it was a fault in their systems.

Holiday Taxis aren't members of Abta. So if it was their system fault (presumably the booking didn't go through to the supplier) did you actually get a transfer voucher?

agrinnall

They have a UK registered address in Brighton so you should have no problem issuing them with a Letter Before Action and, if necessary, following it up by starting a Small Claim using Moneyclaim Online. Although a claim via your card issuer might be quicker if you did indeed pay by card - S75 will probably fail but a chargeback may work (although I'll admit that I don't know if it's possible to claim a greater amount than you actually paid in the first place, if not it's back to LBA/MCOL).