After reading reviews on Trust Pilot I thought I would give Suntransfer ago, to add to the list of airport transfer companies I use..
On the 3rd of March we were due to land at Gibraltar at 10:10 hrs, unfortunately due to the weather at Gibraltar we eventually diverted to Malaga airport . As soon as we landed, I telephoned Suntransfers emergency number at 10:50 and explained we were now in Malaga and waiting for the weather to improve at Gibraltar, so we could fly back. The first clue that things were not going to go well, was when the operator said, "but you have landed at Gibraltar." It took several attempts to make her understand that we were in Malaga. Once she understood, I said please delay my taxi until I have up to date information as to when we would land at Gib. At 11:19 I called their Barcelona emergency number to update the fact that no decision had been made as to when we would depart for Gib. At 11:28 Barcelona called me back , but I still had no further information. 11:33 another call, this time from their Amsterdam office, but again I had to tell them the situation had not changed.
At 12:19 I was able to telephone Suntranfers and tell we were about to depart for Gibraltar and would be landing at approx 13:00 hrs. The reply was the taxi would wait until 13:20. It turns out they decided to use the BA revised outdated arrival time of 12:20 at Gib, to start the hour waiting time, despite me giving them what turned out to be a very accurate time of arrival they decided not to update the taxi driver. At 12:30 just as were about to take off Barcelona called again at which time I said were just about to get airborne and will be landing at 13:00 hrs.
On arrival, as usual it took an age to get our bags and then we had to clear immigration into Spain, then walk about 500metres to the taxi pick up point. Suntranfers called several times asking how long I would be and I kept giving giving them updates, the last being at the immigration desk, when I said we would be at the taxi in 5 minutes. Once through immigration I ran with 2 suitcases with my wife, who has to use a crutch walking behind me, puling my golf clubs. Unfortunately the taxi driver decided he could not wait any longer and left. Leaving to find and pay for another taxi!
As soon I arrived at the hotel I emailed to Suntransfers complaining, as to why, despite being keeping them up to dated all the way, they neglected to update the taxi company that we would be landing at 13:00 hrs. After 30 days I emailed them again to ask why I had had no response. Apparently according to their Customer Service Representative Esraa Ellebidi, they were not aware of my complaint. It only took them 24 hours to get back to me and say under their Ts and Cs, they acted correctly and I would not be refunded the fare. I responded by saying how could this be the case when the entire time it was quite clear from at 11:33 hrs I would not be landing at 12:20, especially when at 12:33 I told them we were just taking off from Malaga. Again Esraa Ellebidi said Suntransfers had acted correctly. I fly several times a year, So my advice, give them a wide berth and I will be going back to Welcome pickups and Airport Taxi transfers who are far more flexible and helpful! read more
