YOU BE THE JUDGE
The facts of my failed reservation with Suntransfers:
1. Booking made with Suntransfers for ride from Taormina, Italy to Catania Italy airport two days prior to needed ride.
2. On appointed day Suntransfers' driver never arrived at hotel for 8:10 am transfer. I call Suntransfers and I am advised to find alternative transportation because Suntransfers made an administrative mistake and the ride was never set up with a local driver. I WAS INFORMED THAT SUNTRANSFERS WILL REIMBURSE ME THE GREATER OF THE ORIGINAL COST OF THE RIDE OR THE COST TO THE REPLACEMENT DRIVER
3. I scramble to find alternative transportation to the airport for my wife and me to begin journey home to USA. My arranged taxi arrives and we begin the ride 50 minutes later than appointed time with Suntransfers. Wife and I are extremely anxious about making our flight.
4. Next day I send email to Suntransfers explaining the nightmare we endured and explained Suntransfers mistake spoiled a dream vacation trip. I attached Suntransfers reservation and receipt for payment of €110 to replacement taxi. Original fee for Suntransfers transportation was €79. Thus, according to their promise, Suntransfers owed me €31 more than the original credit card payment.
5. Automated reply from Suntransfers indicates they will take up to 20 business days to respond. UNBELIEVABLE.
6. I send two additional emails to Suntransfers during the course of the next two weeks because of a lack of response. I get no response to those emails.
7. Payment is due on my Visa bill. Not having heard from Suntransfers after sending three emails, I file a dispute with my credit card company.
8. Suntransfers responds the day after dispute implemented and explains they will not settle the issue until the dispute is cancelled. After speaking with my Visa credit card company, I inform Suntransfers they must respond to the dispute and, after that the dispute can be withdrawn. Seems like a simple process to me.
9. Despite exchanging at least five emails, Suntransfers refuses to comply with well-known Visa dispute process.
You be the judge. Do you want to do business with a firm that (1) fails to provide the contracted service and (2) refuses to reimburse for replacement service despite their verbal promise to do so?
Posted by
Edmond, Oklahoma
126 posts
Why let this "spoil a dream vacation trip"? You got home, right? It stinks having to deal with terrible companies, but its a part of traveling across the world.
for how much time you have spent emailing/disputing, do you really think it is worth the 31 euros you are due? I would chalk it up as an experience with a scam of a company, never use them again, and move on :)
NVM: I see this is your first post on here, so the only point of this post is to complain. Carry on :)
Posted by
Washington DC Region, USA
7054 posts
Just so everyone knows, there is a direct bus that goes from Taormina to Catania Airport for about 8 EUR with a frequent schedule. I took it, worked great. No need to pay for an expensive transfer service.
http://www.etnatrasporti.it
Posted by
Minnesota 🎒
16538 posts
Sorry for your troubles but nope, not worth the energy to recoup €31.
Also not nearly a big enough hiccup to have "spoiled a dream vacation trip".
How was that trip, BTW?
Posted by
Brooklyn, NY
4259 posts
Just an FYI, we usually book transport to the airport thought the hotel. We find they are more reliable because they don't want to lose the hotel as a source for referrals.
Posted by
Reno, Nevada
1025 posts
Another first time poster, sadly relating how the dream vacation trip was ruined over a little inconvenience and 31 Euros worth of value lost. C'mon, man. Eat this and chalk it up to experience.
Posted by
Edmonds, WA 🌨 ☂
11877 posts
So, did they refund the €79, but not the € 31 of additional cost, or not refunded anything?
Asking for some one to be a judge,when only one side of a case is presented, is pointless.
Since you did not state otherwise, it seems you made your scheduled flight, despite the snafu, so it seems to me you are asking for 5 year prison term for a parking violation. Save your anger for something worthwhile.
Posted by
Milwaukie, Oregon
1056 posts
Sympathies on your experience, but please don’t let one bad 3xperience color all your trip memories. From my experience regarding a dispute with a hotel that refused to refund a guaranteed cancelled reservation — Just so you know, if you initiate a dispute through your credit card company and the other party (sun transfers) does not respond to the credit card company, the dispute is automatically decided in your favor and you get your money back. The additional refund promised you by Suntransfers isn’t something your credit card company can negotiate for you.
Posted by
11569 posts
Who recommended Suntransfers to you? We recently had excellent experiences with a transfer company recommended by one of our hotels, Sicily Life, and would book with them again.
Posted by
Northamptonshire, England
33820 posts
our poster appears to be a rant and run - only one post - poster.
I wouldn't spend a lot of time waiting for more details or dialogue.
Posted by
victoria, Canada
11507 posts
A bad experience like this is part of traveling.. it is not something that would ruin a dream trip.. nothing happened except you got screwed out a ride and 31 euros, and were stressed for the 50 minutes getting to the airport... you didnt miss your flight ( that would have been awful ). .
Chalk it up to experience.
But yes... I agree that company sucked.