Unreliable pick up times and terrible customer service experience!
I searched for over an hour the day I decided to book with GO (Puerto Rico) Airport Shuttle for my mom, so I felt like I had done my research and picked a great company to take good care of her. The website was easy to use and the prices were fantastic too. The trip from the airport to the hotel went smoothly with no complaints. Unfortunately, for the most crucial part of the trip, back to the airport, the whole experience went downhill. I personally called in my mom's reservation and the girl who booked the trip asked for her departure time and suggested a pick up time of 2 hours before it, which we all agreed to because it sounded like plenty of time. Unfortunately, the driver arrived late with enough of a delay, that it made my mom miss her flight. Already upset about the predicament, she called the shuttle company while at the PR airport to request a refund and was met an angry rebuttal and accusation that it was our fault for only requesting a 2 hour window. When my mom informed her that is was her company that suggested the pick up time, she adamantly denied it therefore calling us liars.
The following day I promised my mother that I would help handle the issue. My attempt was to kill them with kindness, so I called and spoke with Crystal who was also polite, but gave me the total and obvious run around. I asked to speak to someone who could handle the refund and she informed me "she" was gone for the day, but would pass along the information because she herself was going to be off the following day. When I inquired further about the person's contact info, she then corrected herself to say that "his" name was Jose (which, by the way, is almost every man's name on the island). Then, coincidentally, she immediately remembered that he was on vacation and didn't know when he was returning. I asked if anyone else could help, but she said she didn't know who else could refund charges. She then vowed to continually follow up until I got a refund, but I'm still waiting and I'm calling BS.
If you have nowhere important to be, then by all means, use this company cause the fees are reasonable - If you value your time and want respect, choose another, more highly rated shuttle company on the island. You deserve to enjoy your vacation!
Happy travels! read more