cabcontroller

Hi We aim to have a vehicle at the airport for when the plane touches down. From that point we do include 45 minutes waiting time for the passengers to come through to meet the driver. We currently do approx. 70 airport transfers per day and its very rare that people take more time than the 45 mins. With regards to the previous message I am unaware of this situation and I send my apologies. (the law states that and taxi or private hire vehicles do not require child seats) I understand that for safety reasons you would require one and the length of journey you took it would make sense. This is why we offer them. I will check with the other company as we supply all of the relevant information to them. All of our drivers are self employed and due to family or personal circumstances they may have to change their day off or have a sick day at the last minute. If we ever find out that we are short of vehicles we will always arrange a replacement vehicle from another trusted company.

Babbelina Wrote: ------------------------------------------------------- > I have used this company for airport transfers for > many years. Generally I think they are very > reliable etc. However today I feel we have been > treated really unfairly. I booked a taxi to pick > us up from a flight (from NZ) that was landing at > 1540 at Heathrow. The minute we landed I got a > call from the driver saying he had arrived > already. by the time we got through the usual > debacle of passport control, bag collection etc it > was about 1630. We then got a call from Dulwich > Cars telling us that because we exceeded a 45 > minute wait time, we have to pay an extra ?10 for > the extra half hour. I disputed the fairness of > the policy with the lady I spoke to - she said > that if you don't want them to arrive exactly when > your flight lands (when the clock starts ticking) > you have to specify that in your booking. I would > have thought it is bloody obvious that most people > are going to take at least 45 minutes to get off > the plane when travelling with bags and children > (which they knew). Anyway , ?10 isn't a lot of > money but it is more the principle than anything. > I won't use them again - customer loyalty doesn't > mean anything to them and there are plenty of > other companies out there. Hi I am from Dulwich Cars and I would like to explain our side of events. I agree that you are upset being charged waiting time but I would like to explain a few things about our service we supplied that day. We allow 45 minutes waiting time for every flight this starts once the flight touches down. The majority of customers travelling with European passports come through within the allocated time and if its 10 minutes over we do not charge anything. I would like to explain your case as I listened to the recording. You stated that your flight was due at 15:40 and the flight number you supplied was SQ4282 from Singapore. When checking this on the day of arrival that flight number was from Auckland to Singapore. As you were travelling we had no way of contacting you. In this situation we had no choice but to send a driver for the arrival time that you had stated. We had also checked incoming flights from Singapore at that time hoping that you were on one of those. Under the circumstances we did everything we could to ensure you had a driver waiting for you to bring you and your family home. If you would like the driver to arrive 30 minutes after the flight has landed we can do this but this must be mentioned at the time of booking. I understand that you were frustrated but we offered the service you required and also arrived with the child seats that you requested. Thanks