I have had two experiences with this company, and they provide a good service, but it would be a much better experience if the people who can make changes to help customers would stop making excuses, as the driver did, and open their minds up to making the airport connection after a flight much more accessible to their customers, especially to first time users who pre-book transit to K-W from Toronto Airport.
I booked the return trip and asked if there was anything I need to know about how to connect with the service after my flight arrives at the airport. I was told, "No, they will be waiting for you".
Nothing could be farther from the truth! I emerged with my luggage and looked at all the signs for hotels and transit services, held by people who were trying to connect with customers. No one held a sign that said AIRWAYS TRANSIT. I walked outside and saw the "Out of Town" transportation sign in the passenger pick up area for taxis, limousines and buses. There was no AIRWAYS TRANSIT vehicle, nor was there a sign to direct me elsewhere.
I phoned the company and a female voice answered. I stated that I had just left the luggage area after arriving at the airport. She told me over and over again, as though I am can not understand English (though it is my native tongue) that "YOU HAVE TO GO BACK INSIDE AND UPSTAIRS (repeat 5x) AND THEN YOU HAVE TO GO TO THE GROUND TRANSPORTATION DESK AND THEN YOU HAVE TO CHECK IN". Nothing else was said.
Suitcases do not travel well up an escalator, but travel they did with the help of a friend who was with me. On the departures level a lengthy tour of the entire departures deck of Terminal 3 ensued. Probably a kilometre was covered in that time. There was absolutely no sign of the AIRWAYS TRANSIT presence or the "GROUND TRANSPORATION DESK". Another phone call to the company and another conversation with ditsy Kritsy... The result was further repetetion of instructions to keep looking for the said "GROUND TRANSPORTATION DESK". I asked what airline or other reference point it is near. She did not know. Clearly she had never taken the trip herself.
It was getting later and later. My friend and I decided that since it made no sense to wander around where people check in to fly out we returned downstairs to look again there, inch by inch, until we uncovered some presence that resembled said "GROUND TRANSPORTATION DESK". We found it just underneath the escalator we had awkwardly ascended, thanks to a bum steer from the company.
A Positive Word Of Advice: The company needs to put up prominent, large lettered well lit signs right outside the exit point from the luggage area, where passengers come out wanting to climb into their waiting transportation and get going. If the airport will not permit it then put an individual there who holds a large sign with the name of your company, who can direct them kindly down the corridor to the right, and stop on your left at the desk just beneath the escalators. 'It is poorly lit, but once you are right in front of it you will see it and you will see a number of signs for transporation. One of them will be "Airways Transit". Check in and your bus will come within a short time.' Oh, and give your staff at the other end of the phone a tour of the airport, and tell them how to give directions from the area where people exit with baggage in tow.
I also suggest that if this company wants to succeed and grow that it revises the email confirmation sent to customers who book in advance to include a really well laid out map of the airport that specifies exactly where to go, and makes it clear that clients should remain on the level where they exit with luggage.
Also, instead of a voice saying at the time of booking, "It will be ready to leave after you get there", it would be nice if passengers knew what kind of a window they are looking at to leave, and to arrive at their destination. People on a schedule, as most business people are, need to know.
A word of warning to other would be customers: if this company doesn't get their act together and make it easier to travel from the airport to your destination, take a cab. It will be worth the extra cash to exit easily into a car, leave right away and travel without hassle to your destination. read more
