My husband and I recently booked a round trip ride to the airport. We were a bit nervous about trusting a company we never used, but given the timing of both flights (one very, very early in the morning and one red eye) we decided it was worth the money, and a safer option. We received a confirmation via email, and someone called afterward to confirm all of the details. After a good conversation wherein our concerns were addressed, we thought we were good to go. We were assured that they monitor the flights so they know when one has been delayed, discussed the scent issue mentioned in a below review, etc. They even told us that they have back-up vehicles and drivers in case there is an issue.
The only reason Awan gets 2 stars instead of 1 is that the driver who took us to the airport was early, prepared, gracious, and an excellent driver. The car was clean. Had we the same experience coming home, this would have been a five star review.
Alas, this morning we flew into JFK and by the time we retrieved our bags it was 6:20. Our ride was due at 6, per the confirmation email. Were we missing a person with a sign? Were we in the wrong spot? A review of the confirmation email revealed that everything was indeed correct. We thought it was a little odd that we had not received a text or call from our driver, so my husband called. He called three times and there was no answer. While he continued to search around the pick-up area, I checked their facebook and website trying to find another phone number or perhaps something we had somehow missed. Then I called. I sent a message via facebook. At this point, I think it is important to note that Awan advertises that they are open 24/7, and that they answer the phones at all hours. This is simply false. Finally on my second try, someone answered the phone sounding annoyed. I handed the phone off to my husband, since he had the email with the confirmation number and the guy basically just asked if we booked online, blew us off when J pointed out that there had been multiple forms of communication regarding the trip by claiming that they "just didn't have it in their system", and told us to "just go ahead and take the Uber if we want to".
Thankfully there was an Uber nearby and it was the same price as Awan would have charged us, had they bothered to show up. Thankfully it was on our way home and not on our way to the airport. But regardless, the experience really speaks to how unprofessional they can be, how poor the customer service is, the fact that they are unreliable, and that their advertising is false. There are any number of things that could have been done differently to rectify the situation, but apparently whomever was on duty today did not feel like doing a single one of them since the conversation was not long enough for him to have checked his system, looked up an email, or done anything that would have indicated that he actually looked into the issue or cared. He did not apologize, he did not offer to send a car or discount our first trip.... he was just dismissive and rude. Avoid at all costs; a fifty percent likelihood that they are going to magically lose a trip that was confirmed in their system is not worth missing a flight or an aggravating time trying to get home after a long travel day/night. read more
