Airport Shuttle service worse travel and customer experience ever! I wanted to start off by saying that I am not a person that goes to any length to file or post a formal complaint. However, the experience me and my family had last night with Powder Transport and the owner Kelvin Li, is forcing me to make this exception. This all began when I made a round trip reservation on 12/6/15 for a party of 10 for 12/25/2015 at 11:21pm for shuttle services from Salt Lake Airport to Park City. I contact Powder Transport a couple of time to make sure there wouldn't be any issues with having someone pick us up since it was Christmas Day and our flight was arriving late in the evening. At the time of the online and phone reservation, I also requested that Powder Transport accommodate 20 pieces of large check in luggage, including my family skis. I was told that it would not be any issues and all of these things would be accommodated. I contacted Powder Transport again on 12/24/15 to confirm my reservation for a party of 10 with 20 pieces of luggage for 12/25 at 11:21pm which they did.
Fast forward to the day of the pick up. My flight was coming from Miami which is just about almost 5hrs. We arrived early to Salt Lake at 11pm. I get a call from Kelvin and he tells me to please give him a call once everyone in our group is together and with their checked in luggage. I get another call at 11:43pm, and we have yet to be assigned a carousel to pick up our luggage. Again, Kelvin says to contact him once we get our luggage. These calls from Kevin continue until 12:30am. There was a total 6 calls from Kelvin. Each time I explained I was still waiting for our bags and I would let him know once we had received them. I wasn't the only one from my flight still waiting for their bags. There was a major delay with bag claim, the carousel was changed twice and everyone did not start to receive their bags until a 1 hour later. In addition, anyone traveling with skis knows this always comes out at the end once all the luggage has been taken off the plane. In one of the last phone calls during this time, Kelvin called and seems a little frustrated since his driver had been waiting for a while now. He asked me if I had talked to anyone from the airline regarding the issue. I responded and said yes, as a matter of fact everyone from that was on the Miami flight has yet to receive their luggage. His frustration was the first sign that caught my attention.
So we finally after over an hour get all of my bags which include 15 large suitcases and 1 large ski bag. Our party is a total of 10, so that is roughly 1.5 suitcases per passenger. When we walk out to the arrivals areas where the taxi and shuttle pickup is located, I see a white Ford 12 passenger van pull up with no trailer or ski roof rack. I go skiing twice a year and have taken shuttle / limousine services in the past. The vans are equip with ski racks in the rear or on the roof and in some cases even have a small trailer to fit additional suitcases. These larger passenger vans come on 10, 12, and 15 passenger capacities. The van that arrived was a 12 passenger Ford E350. If anyone looks up the specs on this van, from either Ford's website or any car rental agency, you will see the luggage capacity is 5 suitcases. You can definitely accommodate more but you would be force to reduce the number of passengers since the luggage would start to take up seats inside the van.
So with 10 passengers and 15 pieces of luggages with a ski bag, there was no way this was going to happen. The driver looked at all of us and our bags and said he didn't think it was going to all fit due to the van he had and the size of our party with all the suit cases. I immediately contact Kelvin to see what can be done and if he can setup an alternative transportation for my brother's family of 4 with 5 pieces of luggage. The experience was less than accommodating and he insisted it would all fit. Kelvin said he had't talked to the driver which at this point, confirmed that everything would not fit. I gave the driver my cellphone so he could talk to him directly and not waste any further time. That call lasted 6 mins without a resolution to the issue at had. At this point, 4 people in our party didn't have a solution on getting them to their hotel in Park City. It was 12:40am and the entire experience went completely south from there. I never got a call back from Kelvin apologizing for the inconvenience nor did Kelvin offer any alternative or assistance in rebooking my brother and his family which included a 9 and 7 year old with another provider or taxi. They were left to figure it out on their own. So we did, my brother booked a taxi at the airport and was able to get transportation to his hotel in Park City.
Unfortunately due to the limits on the length of the post, I am unable to finish, please contact me directly for further details. read more
