I opted to splurge and book a car service after our overnight flight to Milan. Unfortunately instead of the cinematic experience of emerging to a driver holding our name and carrying us to our AirBnb, our driver left before we could get through customs. This despite the fact that their customer service contacted us and we told them our status. So the cinematic experience turned in to phone calls and messages with the company and a scurry to catch the train. It all worked out but apparently, they counted their wait time the minute our flight landed. I’m surprised that a company that supports travelers wouldn’t allow time for deplaning or customs, much less baggage pickup (in the Rick Steves fashion - we carried on so we didn’t have that delay.)
Posted by
Calgary, Alberta, Canada
4706 posts
Were you charged as a no-show?
Posted by
Vermont, USA
765 posts
I'm sorry to hear of your experience -- it must have been very frustrating.
I'll add that we have used Suntransfers multiple times in Spain without any issue. They've always been on time for pick-ups and waited for us on arrival.
So maybe don't write off the whole company in every location.
Posted by
Gettysburg PA
7339 posts
It sounds like it was the driver who decided to leave you stranded.
We had a great experience with them in Spain
Since SunTransfers operates all over Europe maybe indicate Milan (Malpensa) in your title?
Posted by
Edmonds, WA 🌨 ☂
12110 posts
https://suntransfers.zendesk.com/hc/en-gb/articles/115003449905-How-can-I-make-a-complaint
Hopefully you found this.
Flight delays:
If your inbound flight prior to the transfer from the airport is delayed or diverted to a different airport, we will do our best to reschedule the transfer according to your new arrival time, free of charge. In the event of a significant flight delay, the transfer will be rescheduled subject to availability
https://suntransfers.zendesk.com/hc/en-gb/articles/115003421745-What-happens-if-my-flight-train-ship-is-delayed-or-if-my-flight-is-diverted
Does the confirmation mention a specific time limit from the landing? I could not find anything on the website that there is a specific number minutes they wait before they leave.
Posted by
OP
9 posts
Hello everyone- thank you all for the comments! Please know I do not like to post negative comments that can impact a person’s livelihood and it’s very good to know that others have had positive experiences with them! The problem appears to be with both the driver but also the customer service - which heightened my frustration. I really wondered if I had been scammed. It appears that the driver arrived at the airport early, not allowing any time for us to deplane, get to the terminal and go through customs. One of their customer service representatives called while we were in the line going through customs to inquire about our status and I told her that we were 3/4 of the way through the line and would be through shortly. We had also carried on our luggage so we would be available to go as soon as we were processed. When we got to arrivals our driver was gone. I’m sure reputable travel transfer services know to build in the proper amount of time the standard deplaning experiences.