Complaint Against a Service

Viajes de Marruecos / Shuttle service

Our travel agent booked our transfers in Barcelona with this company because Expedia recommended them. They arranged our pick up time from the airport to the hotel at the time of booking and didn’t require a confirmation call. However they refused to give a pick up time for our return trip from hotel to airport which was on Monday morning but insisted we have the hotel confirm it in Barcelona. Our travel agent suggested a time of 0730 Monday based on our flight time. In Barcelona we tried to call to confirm a pickup time but found out they were closed all weekend till Monday at nine a.m. long after we had to leave. We also sent several emails to try to confirm our ride but got no response. The hotel said they usually get confirmation faxes from transfer companies but nothing arrived for us from them. On Monday morning we waited till 8 a.m. and still couldn’t reach them. Finally we took a cab to the airport at our own expense even though we had already paid 80 euro for the ride. We don’t know what time they finally arrived as they never said, but they claimed we were a no-show even though they were the no-show. On our return our travel agent tried to sort it out and get our money back since they didn’t provide a service and their inaccessibility and poor communication and booking policies led to undue stress. They refused to refund our money and considered the case closed. Needless to say, we are miffed and will never use them again. We will also tell others not to use them. Our travel agent will do the same and report this incident to Expedia so they will stop recommending them in future.