Suntransfers- Taxi Service- non refund

nigsy1

Hi all
Brief synopsis.
Arrived Palma airport, delayed on runway as stairs to plane not available.
I located taxi driver, stood with him explained delay and that my wife and kids were waiting for luggage. Whilst I was looking for my wife he walked off. Rang company. No answer. Classed us as 'no show'. They won't refund that leg of journey.
We had to get bus/ taxi to resort.
Outgoing leg they cancelled with 3 hours to go refunded that but we again had to find alternative taxi and more money.
Do I have case to pursue refund, they have said airline or insurance to pursue money owed.

Alderbank

You say 'Rang company'.

Which company?

Is the company Spanish or UK?

What is your contract with that company (or anyone else, such as a package holiday seller or travel agent)?

You say 'they have said airline...'  Who are 'they'?

ThumbRemote

With regards the delay it very much depends on their terms and conditions. You will understand that a taxi driver cannot wait indefinitely - any time they are waiting is time they are not earning money, plus they may have later bookings to get to.

How long were you delayed, and what do their T&Cs say about it?

Jonboy_1984

Did you book a taxi for a specific time, or to meet a specific flight number?

RefluentBeans

It does seem like they broke their (current) terms and conditions:

In case your arrival transportation is delayed or diverted to a different airport, station or port, the Transport Operator will reschedule the Transfer Service and you will be picked up at the new arrival time subject to availability. In the case that there is no availability, you will be refunded in full. We apply IATA's definition of flight delays for the purposes of these Terms.

It also makes mention about them calling you if they cannot locate you. Given that they were able to locate you, and the driver was still available I think they would’ve failed to fulfil their contract. 

They’re a Spanish company though - so it may be tricky if they refuse to honour their terms…

nigsy1

Thanks all. I've been digging and as you say are a Spanish company which makes it tricky I guess to claim back. I was thinking of small claims court in UK but not sure it is viable!