CB Vehicle Rental and Leasing CarTrawler Transfer from auckland airport to the city - transfer reservation nz794268460

CarTrawler review: Transfer from auckland airport to the city - transfer reservation nz794268460

Marta Bou of Terrassa, ES

Dec 01, 2023 1:32 pm EST

Verified customer

Featured review

Considering that a "significant delay" would be defined as one that affects the departure or arrival time of a domestic flight by three hours or more (or by at least six hours for an international flight), my delay was not severe at all.

As soon as I arrived at the airport I contacted Cartrawler and after a while they said the driver didn't answer our calls, so you have to pay for another transfer. (Attached screenshots)

That day all the flights were on delay due to the weather unpredictible conditions. I wrote down my flight number, so it can be known in advance, meanwhile I was in my 18 hours flight.

This was the written mail to my compensation.

According to them you have to book your transfers considering you will arrive 3 hours late or more to receive the service. Obviously flights are delayed everyday and then this kind of service has no sense, it is a total fraud.

Dear Marta,

Thank you for taking the time to contact CarTrawler.

Please be advised that in case of a severe flight delay you need to refer to the following section of our Terms of service:

'In the event of a flight delay, the local supplier may be able to accommodate a small delay, however this is dependent on their availability. The supplier is not obligated to wait indefinitely. If the supplier cannot accommodate the new arrival time, the customer may need to make local arrangements upon arrival. The original booking would be non-refundable in this case.

We are not responsible for any additional costs incurred due to flight delay/cancellation and would recommend approaching your Airline/travel insurance provider regarding reimbursement in these situations.'

In light of the above and in keeping with the terms and conditions of your transfer agreement, we are, unfortunately, not in a position to offer a refund in this instance.

Please accept our apologies for any inconvenience caused by this decision.

Kind Regards,

Tomasz

Ground Transportation Team

Claimed loss: 20,35 €

Desired outcome: Return of my payment 20,35 € and a better service for customers

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