Twelve Transfers Reviews 70

Unfortunately had a driver who was very unprofessional and so will not use this service any longer. On one of the hottest days of the heatwave I was very overheated and booked the journey to airport and paid good money as the cars are guaranteed air conditioned. The driver had all the windows down which I thought was odd and I was very hot. I asked if he could put on the air conditioning and he said ‘sorry no gas’ so can’t use air conditioning. I found that odd. Once on the motorway with the windows blowing wind wildly and feeling hot I asked again why can’t we use the air conditioning because it’s guaranteed and he said there’s no gas so can’t use it, it blows hot air. I asked what he meant, if the air conditioning was broken and needed a gas to work and said cars are guaranteed air conditioning and that I was hot. He got very irritated and raised his voice and said why was I being rude to him. It was very uncomfortable being alone with this man and said to change car then (as we were travelling at high speed towards the airport), I couldn’t change car as I’d miss my flight. He then angrily turned the air conditioning on full blast for the rest of the journey to prove a point and try to make me freezing. It was a horrible experience and I felt very uncomfortable with this driver and his unprofessional behaviour when I was a client feeling uncomfortable with the heat. I won’t be using this service again. Was offered £20 compensation but I didn’t feel that was fair so after multiple emails I was offered 10% off my next trip which I don’t feel is fair and the expensive journey to the airport should have been more compensated.

I used this service on 8 December 2021. Prior to my journey I contacted the service to advise I had 3 check in cases, as opposed to the 2 I advised but as I was the only passenger this was not a problem.
The driver was very punctual and the car was immaculate. The driver was not happy he didn't know about the extra case, and used 2 blankets to wrap my extra case entirely and place in the back footwell.
We stopped in a layby approx an hour later when the driver got another blanket from his boot and wrapped my case further, 3 blankets.
The driver was likely going to be late for his next job as he called customer services to advise, when I arrived at the airport on time, I was passed my 3 check ins, I had a bag and a carry on also but as he was in a rush he just took off, I had to move 4 cases and a bag alone to find a trolley, he would have needed to wait 2 minutes for me to do get a trolley over. Shame. But the service got me there safely and on time.

Driver arrived 30 mins late this is the second time this has happened. Also what is the point that of providing flight details if the driver is texting the whole time asking when I arrive When I'm at pick ups etc so HE is not left waiting for me! My flight WAS ON TIME, there was no delays from my side. Also during my time WAITING ON YOUR DRIVER you sent emails saying your driver is waiting. The driver was not there?! The service was horrendous and the last thing I needed after an evening flight. Second time this has happened in 3 months I will never use this company again!

I pre-paid for a ride from the airport with 2 stops. The driver picked us up without a mask then REFUSED to drop me at my home though it was already paid for. He would only drop us at one of the stops. He was very rude and aggressive and made both of us very uncomfortable with his behavior. At that point we just stopped engaging and I called the company. I called Twelve Transfers and spoke to 2 agents, 1 who was quite polite but another who was very rude and not helpful at all. I was left stranded at a location that wasn't my home for an hour before they sent another drive to take me home. I tried to contact management about the issue and haven't gotten a response to my email. When I call I get the same rude agent who will only respond with a horrible attitude "someone will answer your email" Will never use this service ever again.

I was impressed with twelve transfers, particularly the communication pre journey. I'm often a bit paranoid about booking and paying in advance for transfers (having been disappointed in the past with other online companies) but found twelve to be really reliable. This was a transfer from a rural location post wedding and they found the location with ease, sent me all details of the driver in good time and the driver was professional and patient with us party people! I rated it 4 not 5 simply because the booking process was a bit annoying as I think the price can go up if you look at a price and don't lock it in straight away. I had problems with the app and tried on a different device less than 2 mins later and the price had gone up for the exact same journey.

I booked a taxi with Twelve Transfer last weekend where the taxi was due to pick us up at the airport. Our landing time was at 1 am (in the morning). When i landed, i called the taxi driver to check all was fine, to find out that he could not come to meet us because the car was not starting. First disappointment is that neither the driver nor Twelve actually bothered to let me know - thank god i called to check!. This is rather bad from both the driver and the taxi company.

Now, things happen - cars dont start and i can understand - it may not be the fault of the driver. but the driver told me he tried to contact twelve but their offices are closed from something like 10pm to 4am. A robust taxi company offering services 24/7 should have an emergency solution in case there are some issue. We ended up in Luton Airport at 1.30 am and a tired child without a taxi to go back home... which is very poor.

Twelve emailed me the next day to apologize and offer to pay the difference between the cost of the replacement and what they quoted me. they ended up refunded me the whole amount because UBER was much cheaper and 5 min away!

Twelve may be a good company during their working hours, but if you book taxis during the evening/early morning, you may want to reconsider as they would not be able to help you. it is a shame for a taxi company that seems to focus on airport transfer. Something for the company to think about improving.

Very satisfied with the service received. We booked a taxi transfer from Heathrow to London with twelve for our return home due to the coronavirus pandemic and I cannot fault them in any way, everything went like clockwork. Communication was excellent, we were kept up to date and even though we were forced to reschedule our journey due to flight changes, they were very helpful and accommodated this accordingly. Price was very competitive, and the driver was just as friendly and supportive when meeting up with him at Heathrow. Will not hesitate to use them again when needed.

I have booked and paid in advance (GBP 109) for a single trip to the airport for my underage relative on March 18th. Because a mixture of unfortunate circumstances and miscommunications from various parties, my relative took a cab which he thought to be from Twelve transfers. Then the driver from Twelve transfers called him and asked where he was as he was waiting for him. Only at this point my relative became aware that he had gone with another company and they were already half way. My relative called me feeling hugely distressed (night time), informing me about the situation and how rude the driver was of Twelve transfers on the phone. He said that at one point he has passed the phone to the driver of the other company as he couldn't stand it anymore. It is totally unacceptable for the driver to talk to anyone in such a rude manner.

It was no anyone's intention to travel with any other company than Twelve transfers, as we have prepaid the fee of GBP 109!!!! It was just a very unfortunate set of circumstance, but that doesn't give the driver the right to be so rude towards the customer.

That night I received an email from Twelve transfers customer service to confirm the trip has been cancelled as my relative left with another company. I replied to that email the next day explaining the entire situation and that I was not happy with their customer service. I have also requested for a % refund as my relative did not take their service and had prepaid GBP109!

They did apologise for the driver's behaviour and the inconvenience created, but then they said they will not give my any refund because they say that i have 'threatened' to post a review about them. Really?! There was certainly NO 'threat' in my email at all, and i think it's just fair to share my experience with other people.
I have written back further explaining I do not threaten anything or anyone, but unfortunately and despite sending a follow-up email, I didn't get any response. So my GBP109 is just gone, they have taken my money, didn't provide the service, and
are not responding anymore. I have obviously had to pay the other company for the service they have provided, so I have lost way more than GBP 109! I feel cheated.

I would definitely NOT recommend them, please avoid and use companies that are more reliable and which only take your money once they have provided the service.
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Reply on Twelve Transfers:

Edit to point out the factual inaccuracies in your reply:

- You never offered a partial refund or to come to a compromise. In fact, you stated in your first email communications you refused to pay a refund if I was going to write a review. You only offered a partial refund after I left this review, which you refuted 10 minutes later.
- I never threatened to write a review if you didn't meet my demands. I simply stated I was going to write a review about your customer service, i.e. the behaviour of your driver towards my cousin. No threats, no references to demands.
- My sole reasoning for asking for a partial refund was not the driver's behaviour. My original email was very clear it was because uItimately the services were not delivered. Admittedly not caused by the company, but confusion nonetheless.

I understand these are challenging times for everyone, and I have been patient in waiting for a reply. But I don't find it coincidental you cannot reply to an email for 2 weeks, with in between sending you a friendly reminder, yet you find time to reply to this review & answer my email all within 30 minutes of posting this review.

I wrote this review because your (potential) customers deserve to know the behaviour of your driver was intolerable. He may have denied but it was acknowledged by others who have overheard the conversation and had to step in. The fact that your response to this review is blatantly incorrect should give everyone even more insights into the standards of customer service. In your eyes, I may be of little understanding of the situation, though I have offered my apologies multiple times for the confusion. It does not give you the right to twist the truth to protect your online image.

I used Twelve Transfers because another well known competitors website was very unclear so I took a chance and it paid off.

Initially I booked a pickup time and realised I had booked too late so I emailed them to change the time and they replied immediately and updated my order.

Once I landed I received a text and email with my drivers info along with the car info.
I also got a notification to let me know the driver had arrived at the airport and even a text from the driver.
My flight had arrived a bit early and my driver had been tracking my flight so he also arrived early.

My driver was waiting for me with my name on a sign, he pushed my luggage and loaded it into the car and unloaded once we got to our destination.
My journey was cheaper than my brothers who had booked with a competitor but had the same amount of passengers and luggage.

I definitely recommend this company. I am thrilled with my experience.

Always late the past 1 years. The minimum I had to wait was 20min.

I’ve used this company twice in the last 5 weeks.
Heathrow to Gatwick and then a return.

Drivers were brilliant, I think it was Julian the first time and Karim the second time.
They were both courteous and cars were extremely clean and in very good condition.

Will 100% use this company again with no hesitation,

Driver was super late and very rude. I complained via email etc and got a reply promising a refund...have chased about times and haven't heard a word since. Very poor! Booking number was 72E1A9C3 - as per the reply this was a genuine customer as I have proven to TrustPilot

one of the more affordable airport transfer I found after some effort in researching, yet the service was excellent. I requested a later pickup than my scheduled landing time as I had to wait for a friend. The driver was courteous enough to actually keeping updated with the flight landing time and checked if I wanted to leave earlier (as I didnt tell him the reason behind the requested late pickup). Vehicle used was clean and comfortable. Overall, great value

Both drivers I had form a return trip were highly professional and friendly. I was worried about not hearing back regarding my return flight being delayed a couple of hours, but sure enough, they were there to collect me. Nice clean cars too. Highly recommended.

Precise, comfortable car, fair price

Great experience. We booked a taxi from central London to Gatwick (2 people). The driver was there 10-5 minutes earlier, called us, great timing and communication. The car was warm, quiet and the drive safe and pleasant. We were a bit nervous because we had to leave at 3:45 am but it went super well thanks to twelve transfer. And the price is comparable to putting two people on a train

For both our journeys the drivers where waiting for us. They were extremely pleasant, polite and professional. I would thoroughly recommend them, and I will definitely use them again in the future.

Fast and easy online booking. Online help very efficient. Communication very good. Pickup went smoothly. Driver was pleasant. This is the fourth time we have used Twelve and wouldnt use any other company. Thank you

Quick comunicaton and response to emails and promised to resolve the issues I had with them.