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Left at the stop by our own bus, then told the service was "completed"
Airlie Airport Bus的点评
点评：I have never left a bad review for anything in my entire life. This is the first, and they earned it.
We booked a return transfer with them from Airlie Beach Hotel to the airport. Got a text confirming 3:20pm pickup. We were at the Coconut Grove stop by 3:10 with our bags because we had a 5:50 flight to Sydney.
3:20, bus pulls up. I go up to the driver, show him the confirmation text on my phone. He looks at it, says "not my bus, a smaller one is coming" and drives off. Fine. We wait. Nothing. 3:30, nothing. Nobody from the company calls us. I call their office (international call). "Almost there." Still nothing.
I call again and this time I ask for an actual ETA, five minutes, ten minutes, anything, because we have a flight. They refuse. "We can't commit to a time." So I say fine, refund me and I'll get a taxi. Suddenly: "Oh it's almost there, I can see it on the tracker." So you can see it on the tracker, you just didn't want to tell me until I mentioned a refund.
At 3:44 a bus finally comes and it is literally the same bus and the same driver who told us 20 minutes ago it wasn't him. He just drove around and came back. If I hadn't rung them twice I genuinely think we'd still be standing there.
I emailed that night. They admitted the driver "wasn't given our booking details", then blamed Whitsunday Transit (who they use for some runs) twice, and said no refund because "the transfer was completed and you made your flight". I said ok, A$36 as a goodwill gesture then, half the return leg. Also no.
So: they left three paying passengers on the side of the road before a flight, lied about not knowing where the bus was, only came back because I chased them, and their position is that this counts as the service being delivered. Make of that what you want. We'll get a taxi next time.
We booked a return transfer with them from Airlie Beach Hotel to the airport. Got a text confirming 3:20pm pickup. We were at the Coconut Grove stop by 3:10 with our bags because we had a 5:50 flight to Sydney.
3:20, bus pulls up. I go up to the driver, show him the confirmation text on my phone. He looks at it, says "not my bus, a smaller one is coming" and drives off. Fine. We wait. Nothing. 3:30, nothing. Nobody from the company calls us. I call their office (international call). "Almost there." Still nothing.
I call again and this time I ask for an actual ETA, five minutes, ten minutes, anything, because we have a flight. They refuse. "We can't commit to a time." So I say fine, refund me and I'll get a taxi. Suddenly: "Oh it's almost there, I can see it on the tracker." So you can see it on the tracker, you just didn't want to tell me until I mentioned a refund.
At 3:44 a bus finally comes and it is literally the same bus and the same driver who told us 20 minutes ago it wasn't him. He just drove around and came back. If I hadn't rung them twice I genuinely think we'd still be standing there.
I emailed that night. They admitted the driver "wasn't given our booking details", then blamed Whitsunday Transit (who they use for some runs) twice, and said no refund because "the transfer was completed and you made your flight". I said ok, A$36 as a goodwill gesture then, half the return leg. Also no.
So: they left three paying passengers on the side of the road before a flight, lied about not knowing where the bus was, only came back because I chased them, and their position is that this counts as the service being delivered. Make of that what you want. We'll get a taxi next time.
翻译：我这辈子从来没给任何事物写过差评。这是第一次，而他们确实配得上这个差评。
我们预订了从艾尔利海滩酒店到机场的往返接送服务。收到短信确认接驳时间為下午3点20分。由于我们的航班是5点50分飞往悉尼，所以我们带着行李在3点10分就到了椰子树林站。
3点20分，巴士来了。我走上前去，给司机看手机上的确认短信。他看了一眼，说：“这不是我的车，还有一辆更小的巴士会来”，然后就开走了。也行吧，我们继续等。但一直没动静。3点30分了，毫无动静。公司那边没人给我们打电话。我给他们的办公室打电话（国际长途）。“快到了。”但还是没动静。
我又打过去，这次我问了个确切的预计到达时间——五分钟、十分钟都行，因为我们还要赶飞机。他们拒绝回答：“我们无法保证具体时间。”于是我说行吧，给我退款，我自己叫出租车好了。这时对方突然说：“哦，车快到了，我在追踪器上能看到呢。”也就是说，你们能在追踪器上看到车的位置，只是直到我提到退款才肯告诉我。3点44分，终于有一辆巴士来了。那正是20分钟前那个声称“不是他开的车”的司机所驾驶的同一辆巴士。他只是绕了一圈后又回来了。要不是我给他们打了两次电话，我真的觉得我们还会一直站在那儿等着。
当晚我就发了邮件。他们承认司机“并未收到我们的预订信息”，随后两次把责任推给惠森迪交通公司（他们有时会委托这家公司来运营部分线路）。他们还以“接送服务已完成且您也赶上了航班”为由拒绝退款。我回复说：“好的。”也就是说：他们在航班起飞前把三名付费乘客扔在路边，还谎称不知道巴士在哪里；只是因为我追上去，他们才回来。而他们的立场是：这样就算服务已提供了。随你怎么理解吧。下次我们还是叫出租车好了。
我们预订了从艾尔利海滩酒店到机场的往返接送服务。收到短信确认接驳时间為下午3点20分。由于我们的航班是5点50分飞往悉尼，所以我们带着行李在3点10分就到了椰子树林站。
3点20分，巴士来了。我走上前去，给司机看手机上的确认短信。他看了一眼，说：“这不是我的车，还有一辆更小的巴士会来”，然后就开走了。也行吧，我们继续等。但一直没动静。3点30分了，毫无动静。公司那边没人给我们打电话。我给他们的办公室打电话（国际长途）。“快到了。”但还是没动静。
我又打过去，这次我问了个确切的预计到达时间——五分钟、十分钟都行，因为我们还要赶飞机。他们拒绝回答：“我们无法保证具体时间。”于是我说行吧，给我退款，我自己叫出租车好了。这时对方突然说：“哦，车快到了，我在追踪器上能看到呢。”也就是说，你们能在追踪器上看到车的位置，只是直到我提到退款才肯告诉我。3点44分，终于有一辆巴士来了。那正是20分钟前那个声称“不是他开的车”的司机所驾驶的同一辆巴士。他只是绕了一圈后又回来了。要不是我给他们打了两次电话，我真的觉得我们还会一直站在那儿等着。
当晚我就发了邮件。他们承认司机“并未收到我们的预订信息”，随后两次把责任推给惠森迪交通公司（他们有时会委托这家公司来运营部分线路）。他们还以“接送服务已完成且您也赶上了航班”为由拒绝退款。我回复说：“好的。”也就是说：他们在航班起飞前把三名付费乘客扔在路边，还谎称不知道巴士在哪里；只是因为我追上去，他们才回来。而他们的立场是：这样就算服务已提供了。随你怎么理解吧。下次我们还是叫出租车好了。
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