Complaint regarding shuttle service…
Complaint regarding shuttle service failure
We arrived 15 minutes before the scheduled departure of the shuttle. As it was already 5 minutes delayed, we inquired about it and were told it was on its way. However, after 30 minutes of delay and five separate inquiries, we asked another staff member, who checked and informed us that the shuttle was not coming at all.
It then took an additional 10 minutes for the staff to discuss what to do next. Eventually, we were told that nothing could be done, as cancellations are only refundable if made at least 24 hours in advance. As a result, we were not offered a refund.
We explained that this was clearly not our fault, since the shuttle did not arrive, and we had no intention of cancelling the service ourselves. The staff then discovered that a private shuttle could be arranged, but only after another 15 minutes — which was not helpful as we had already been delayed by 40 minutes and needed to catch a flight.
In the end, we received neither a refund nor any compensation for alternative transportation, and we were delayed by 45 minutes. The staff was rude and uncomprehending!