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Old 02-21-2017   #1 (permalink)
sandflea
 
Join Date: Feb 2017
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Terrible Experience with Playa Info Airport Transfer

Hi,

Yesterday, we had a terrible and stressful experience getting to the airport at the end of our trip after booking the airport transfer service through Playa Info that I want to share.

We made a round trip reservation through Playa Info for our stay in Playa del Carmen. We were sent confirmation that our pick-up for the return trip to the airport would be at 11.30 am for a 2.30 pm flight.

At 11.40 am, we had someone from our hotel contact the transport company to find out where our van was, as it had still not arrived. We have 3 small children, including a 19 month old, and are always anxious to arrive at the airport in good time so that we have lots of time to navigate check-in and security. The person from the transport company informed us that the driver had been delayed by at least 40 minutes. However, no effort seemed to be made to contact us about the situation or arrange for alternate transportation for our family.

My husband had to rush to find a taxi van that had room to accommodate all of us and our luggage, and we were able to leave just after 12 pm. In addition, we ran into a delay on the main highway as several lanes of traffic were closed due to construction. By the time we got to the airport and through security, our airplane was within 5 minutes of boarding. Needless to say it is was a very stressful situation for all of us. Had we waited longer for the van we booked through Playa Info, it is very likely we would have missed our flight back home.

More than 24 hours later, we have yet to hear a word of apology, explanation, or any kind of offer of refund for the services that were not provided to us.
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Old 02-21-2017   #2 (permalink)
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Ok, this is really making me wanna consider SuperShuttle, or something similar, instead. I'm guessing the service has gone down considerably since we used them in October. Hmm.
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Old 02-21-2017   #3 (permalink)
sandflea
 
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We have actually used the transport service through Playa Info for a number of years. They are often up to 30 minutes late picking us up at the airport; although, they were there waiting for us this year. However, they had always done a good job picking us up from the hotel on time until our experience yesterday.
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Old 02-22-2017   #4 (permalink)
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Have never had a problem with them before, just making me nervous now hearing this.
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Old 02-22-2017   #5 (permalink)
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Will these others make a stop before getting to your hotel/condo? That's one thing I liked about them is offering to make a pitstop first.
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Old 02-22-2017   #6 (permalink)
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Quote:
Originally Posted by LB4Playa View Post
We'll be waiting for them
Don't put your party hat away yet Len and Carol because peep crowd #2 will all be arriving on Saturday ayayayaya
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Old 02-24-2017   #7 (permalink)
beach geek
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We also will make a stop for you.

Transfer companies cannot control the release of the drivers to the terminal pickup spots - this is handled by airport authorities and we are subject to their control.

It is true that we have just gone through a process transition, but the fulfillment of our service is the same as we have used since we began offering transfers. 15 years now.

Please contact me directly at info@playa.info for any support. This email address gets you right to me.

If there has been any support problems in the time since Heather transitioned to full-time US Consulate work, the fault lies squarely on my shoulders.

Please give us another try!
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Old 07-31-2017   #8 (permalink)
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Alrighty James, I'm about to book with you again, please don't let me down, although you never have so far.

PS OK, booked.

Last edited by macman806; 07-31-2017 at 11:33 AM..
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Old 08-01-2017   #9 (permalink)
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We used Playa.info transfer for our trip in July. When I got the email confirmation I noticed that it was from a different company from previously and in light of this thread I was wary.

I needn't have been. Our driver was there waiting as we walked out of the terminal and we were soon on our way. A welcome new change was being offered cans of either beer or margarita. These were gratefully received and its just as well we weren't going to any further than Playa as after a 10 hour flight my 3 Tecate Lights had me rather tipsy.

For our return trip, the driver was sitting waiting for us as we trundled our suitcases round to the Xaman Ha front entrance (approx 10 minutes before the scheduled pickup time). He told us to take our time so we could say our goodbyes to our annual Playa friends.

Prior to this year's trip I had been toying with trying a different transfer company. I'm glad I didn't and will have no hesitation in booking our transfer through playa.info next year.

Last edited by murky; 08-01-2017 at 03:29 AM..
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Old 08-03-2017   #10 (permalink)
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James,

Are you still offering airport transfers? I've sent two requests for pricing for different groups and haven't heard back.
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Old 08-04-2017   #11 (permalink)
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Yes, Playa.info is still doing transfers. Just booked mine a few days ago and heard back the next day with the confirmation.
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