Whatever you do, DO NOT USE THIS SHUTTLE COMPANY. I booked my flights and transfer with Go Sydney Shuttle altogether through Expedia. I arrived at the Sydney airport where I was supposed to be taken via Go Sydney Shuttle directly to my hotel. I booked this transfer months in advance because I had never been to Sydney before, I was far from home, and I am a young woman who was traveling alone. I thought this booking would help ease my mind that everything was taken care of once I landed at night, and that I knew I would arrive at my hotel safely.
When I arrived at the airport, someone from Go Sydney Shuttle was supposed to be waiting for me at my luggage carousel. No one was there. I waited a while by the carousel, walked around outside where the buses were, and when I still didn't see anyone, I finally called Go Sydney Shuttle's emergency line (the only number provided where someone actually picked up). When I explained the situation, the gentleman I was speaking with on the phone told me that there was a "mix-up" with the flight numbers, and no one was there to pick me up. Apparently, they had my flight coming in the next night (over 24 hours later). Not sure how that happened. Regardless, I was told no one was there, and no one was coming to get me. Since for some reason they had my flight coming in the next day, when I wouldn't need the service anymore, I asked to cancel the service. He told me I couldn't cancel with them, and that I would have to do it through Expedia.
However, when I went to cancel on Expedia, all of my flight information was as it was supposed to be, which meant that I could not cancel the shuttle because I was already supposed to have been picked up by them. Once I finally got to my hotel and contacted an Expedia agent for a refund (since I could not cancel the service), they said that the manager of Go Sydney Shuttle would not allow for a refund because they are "sticking to their policy". When I asked what policy they are referring to, no one could give me an answer. However, according to the policy that I had been given when I booked the shuttle, you could CANCEL FREE OF CHARGE until 24 hours before your activity started, which I tried to do but physically couldn't because technically my activity was already supposed to have started by that time. Also keep in mind that the company itself would not allow me to cancel with them, even though I spoke to them directly and they were aware of the situation. No one from Go Sydney Shuttle was willing to help.
I absolutely could not believe the horrible customer service from this company. I also can't believe that they would not rectify an issue that was of no fault of my own, and still make me pay for a service that they did not provide. Absolutely worst company I've ever dealt with. I find it appalling that they would take advantage of a young woman traveling alone at night. It is despicable and wrong on so many levels.
I ended up contacting my bank to try to get a refund, who also told me that they could not believe a company would do something like this. They recommended that I write a review to warn other people of the shocking, laughable, and unreasonable conduct of the ridiculous company that is Go Sydney Shuttle.
After speaking with my bank, I decided that it was necessary for me to share my experience so that this does not happen to anyone else. Whatever you do, DO NOT TRUST THIS COMPANY. Find another way to get to your hotel from the Sydney airport, or be prepared to be left stranded there with zero remorse or compassion for your situation.
Shame on you Go Sydney Shuttle. Do better. read more