Business ProfileforRobert Q's Travel & Airbus Inc.

Travelers beware, very unprofessional and poor service. Driver was rude treating me with disrespectful words and demeanor. Our transport from Toronto Airport to London as the worst ride, my wife just had facial surgery in South Korea ,and upon arrival in London from Toronto her face had swollen due to the shock of riding in what felt like a Stage Coach back in the 18th century.

We have thoroughly examined and investigated the circumstances revolving around this concern and we wish to share with you our findings as we have also shared these details with the complainant - Brian Turner.
The concerns:1.The driver was rude and disrespectful. Unprofessional and poor service.2.The transportation between Toronto airport and London was the worst ride, extremely uncomfortable. 3.The companion, Brian's wife, had recent facial surgery and the ride caused her discomfort.
In this concern, the complainant had advised that he felt disrespected by being asked to take a seat in our selected area. The driver that was assigned to assist this complainant's travel, is well organized and meticulous in his process to arrange his passengers so that the passengers enjoy a seamless trip - from ensuring the luggage is tagged with the correct location for final destination, to making the customer aware of the sequence of the trip and its expectation. While our driver is making his way through his listed passengers (the manifest can list up to 16 passengers), should anyone interrupt him by not waiting their turn for an opening to be addressed, the driver would advise the passenger to have a seat and he would be with them shortly to go over their trip details. This may have been the situation for the complainant and thus the feeling of being given poor service. This driver has a long tenure with our company and has a proven track record of high levels of quality service. He is consistent in his interactions with each and every customer.
Our Toronto dispatcher completes the same organized and methodical process with the passenger at check in. The dispatcher will check in the passenger through the electronic system which will update the driver that the passengers are 'in' and available for their trip. They would then advise the passenger of the departure time and the location of where to take a seat to wait. On this particular day, the Toronto dispatcher had more than just Robert Q Airbus passengers to handle. They had many passengers from the other area airport ground transportation company shuttles to manage - up to 3-5 different companies and their respective passengers. Not all of these shuttle companies have an integrated electronic system and manual paperwork is then required to be completed. This time of day had a large volume of passengers to be transferred within a short period of time. If anything, the Toronto dispatcher may have seemed a little overwhelmed to ensure that all passengers were being attended to.
The actual airbus that transferred the passengers was identical in make and model to the airbus the customer rode with us to the airport in which the complainant has reported that it was a smooth transfer outbound. These airbuses are built based on a truck chassis with additional suspension upgraded as we do know that the airbus is not comparable to a limousine ride. We have these airbuses travel back and forth between London and Toronto often, sometimes twice daily, transferring thousands of passengers monthly. If we had concerns about the integrity of the trip in these airbuses we would then have a number of concerns and issues from other riders. We do not receive passenger feedback that would support further concerns or issues as stated in this passenger's complaint. We have inspected and test driven the particular airbus in question, with our management team, to find that it performed as per normal as our similar airbuses in this same design.
We have also had communication with another passenger that rode on the same airbus as the complainant on April 26, 2022. The passenger was questioned on the quality of service, the overall ride experience and given the opportunity to offer any comments or feedback from their trip. The response received from the passenger was positive with zero complaints on the level of service that was provided.
Our company prides itself in providing a seamless, worry free travel for our customers. We were never informed about the wife's compromised health issues. Had we been given the opportunity of knowing this circumstance, we could have provided recommendations or options for their consideration by reserving a front seat on the airbus that may have been a more comfortable ride versus the back of the airbus. We always strive to accommodate the customer needs to the best of our ability. Should we have known more information we may have been able to give an extra level of service. We have determined that our check in Toronto dispatcher was extremely busy that night but we have no reason to believe that she or the driver were abrupt or rude. We do not want our customer to feel that our service was short of their expectations and we do our best to try to ensure that never happens. After a full analysis on this situation we have determined that the Robert Q Airbus service provided on April 26, 2022 was acceptable.
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