Definitely not the VIP service we paid for
We paid £240 for a return VIP transfer from Cardiff to Bristol Airport (£120 each way), with a Mercedes V-Class specifically confirmed on our invoice.
Even the outward journey had issues. There were two pickup addresses and the driver went to the wrong one first, around 20 minutes away. The correct Mercedes was provided and he was smartly dressed, but at 3am we spent much of the journey hearing very personal details about his ex-wife, current wife and other personal business. Not exactly the professional VIP experience we expected.
The return was far worse.
We messaged them while boarding our flight home to say we were boarding, and only then were we told a different vehicle would be collecting us. Nobody contacted us beforehand or asked whether we were happy to accept a replacement.
At Bristol, we discovered our “VIP transfer” was actually an Uber driver in a car who told us he was the original driver’s cousin and was doing the journey as a favour.
He was waiting in the wrong place, leaving us outside the airport for around 30 minutes making several calls trying to locate him. The person handling the calls was also trying to locate him, ( apparently this was the uncle) but the driver had stopped answering calls because he was angry that he couldn’t find us — despite him being in the wrong location. We were simply at the drop of point where the driver told us to meet him again for collection.
When we eventually found him, he was dressed in a hoodie and cap and told us he was in a rush to get back for a school run.
We paid £120 for a Mercedes VIP transfer. If we’d wanted an Uber, we could have booked one ourselves.
The company later acknowledged in writing that the return journey “did not meet the vehicle and service standards we had agreed.” Their initial compensation offer was just £10, eventually increased to a £60 partial refund. We were told this would be received within 24 hours, but had to chase again when it didn’t arrive. The £60 has now finally been received only because we had to chase this up.
We were told this is a family business, but from our experience the whole operation felt extremely informal and nothing like the professional VIP service being advertised.
Very disappointing and unprofessional. I wouldn’t use them again and would strongly recommend looking elsewhere if you want a genuine VIP transfer. I have had better service from using just a normal taxi driver.
