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Limo Service Picks Up Credit Card, Not Passenger

Did I completely misunderstand what a "Limo Service" means? I thought that meant a high end, customer oriented service to take a passenger to an agreed destination. I thought it meant the limo driver finds and greets his passenger(s) and makes sure they are picked up in a timely, friendly manner. I was in a hotel in a suburb in Connecticut with few options for getting to the airport. The hotel recommended CT Limo. When I called to make a reservation, almost all of the discussion was around paying for the ride. I was given a pick up time. I went to the lobby at the correct time and waited there, looking around for signs of a driver or a limo car outside. I also figured that the driver would be scouting for his passenger as is customary. When I reserved, I was not told what type of vehicle, where to wait, etc., which heightened my assumption that if I stood around the driver would make sure to find me in the hotel lobby, greet me courteously and take my luggage. I presumed that if the driver had any trouble locating me he would inquire at the hotel desk and/or call my cell phone. The hotel staff said the driver "usually comes inside the lobby" but that on this occasion they "had not seen him," and clearly the driver did not inquire at the hotel desk. Seven minutes after the scheduled time, now standing outside looking around, I phoned CT Limo to ask when the driver would arrive. To my astonishment I was told in a very off-handed way that the driver had "already passed through." That's when I understood: I was dealing with a company that wants your bucks and then it is totally up to you to be at the right spot (whatever that is---there is no marked place) and if you find CT Limo, congratulations. If you don't find them, they could care less because they don't refund your $45.00. It is not a private ride so the driver is making rounds anyway. It could be that the driver "passed through" and we missed each other or it could be that the driver didn't make it to my hotel. So, it's like a metro bus, except it should cost $4.50 or less, not FORTY FIVE DOLLARS. I asked whether the driver could come back, "No." I asked if another ride could be arranged (offering to pay more money for the special service), "No." I asked for a refund because I would have to make other arrangements (and fast to catch my flight), "No." I asked if I could have a receipt emailed to me, "No." Wait---there was a "yes," which is they could snail mail a receipt to me. It might be in the mail.... My advice to travelers considering whether to book a CT Limo: "No, no, no!" Lee Hamilton
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2 comments
#472138

YOU GOT NOTHING TO DO MY FRIEND

#158263

Update. :p :p

CT Limo has a good online customer service procedure and was responsive to my complaint. I was able to quickly get my credit card account credited for the full amount. I was happy to assure them I would share this positive outcome. I do not believe the original complaint can be removed, but suffice it is to say that this business does indeed value its customers.

I will emphasize that I did not have to go through an ordeal; I outlined my experience in detail and the representative was willing to be fair. Kudos to CT Limo.

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ID
#186034 Review #186034 is a subjective opinion of poster.
Location
Dallas, Texas
Loss
$45

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