Every business has its mistakes. I don't judge on that. I judge on how the mistake is handled. I booked transportation to Logan Airport with York Transportation many months before our trip. The airline changed our flight times. I communicated this many times through email, text, etc. over 2 months in advance. I confirmed several times and even handed our driver to Logan a printed itinerary.
Our trip to Logan was excellent. This would be a positive review if that's where it ended. One month later, our return trip was a mess. How this "mess" was handled is how I judge this company.
We got both email and text confirmation from York Transportation with the correct arrival information. We were at the pick up spot exactly on time. We waited 20 minutes and then began to attempt contact through phone, email, and text only to get voice mail. Finally Brian (the owner) called back and blamed the long ago reported flight time change as the cause of confusion. Wait a minute. I got a confirmation with correct information. Obviously the change was not the issue. Then he tried to gloss over the fact that the driver was JUST LEAVING MAINE and said she'd be "a little late"....during rush hour. 2 hours later while we waited with all our luggage after a long haul flight in the damp, rainy late October afternoon, a very frustrated driver arrived who had been told to go to the wrong terminal by the owner, Brian. The van was quite large but unfortunately the driver did not know how to adjust the middle seats so the back seats had no leg room. Great news after a long haul flight. Off we went into rush hour traffic with knees to noses as our one hour drive became a 2 1/2 hour drive. The driver couldn't have been kinder or more apologetic. Not her fault. However, Brian made no effort to keep us updated or to make amends in any way. As we stood there waiting and waiting, we really had no assurance that any driver at all would arrive nor any way to reach York Transportation...all voice mail.
OK..it was a major screw up. It happens. I emailed Brian and politely expressed our disappointment and suggested that since he charges $1 per hour waiting time, we should be refunded $120 for our 2 hours of waiting time.
After two weeks, we have not had the courtesy of a reply. I honestly would have settled for a sincere apology. Perhaps a call or two assuring us that a driver was on the way would have helped. As I said, it's not the mistake, but how the mistake is handled that tells you about a company. Buyer beware. If things go well, that's great. You're lucky. If things do not, you're on your own. read more
