We used Eagle Taxis for airport transfers to and from Luton Airport. We booked well in advance and specifically requested an estate car as we are a family of four with two young children and plenty of luggage.
The journey to the airport was fine.
The return journey was where everything went wrong. Our pickup was at midnight, but unlike the outward journey, we received no text or notification that our driver had arrived, giving me the impression our booking had been overlooked.
When I called, the dispatcher asked, "Are you already out?" before saying the driver was about 10 minutes away. He then asked how many passengers and how much luggage we had before admitting they hadn't sent an estate car and we'd need to wait another 30 minutes.
This left us outside Luton Airport at midnight with a 4-year-old and an 8-year-old after a long day of travelling, despite confirming our requirements when we booked.
The call was then disconnected and nobody called me back. I had to phone again.
There was no apology or acknowledgement that a significant mistake had been made. read more