Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled this package. Their policy states I can get a credit or full refund. I told them I would like the refund. They told me I could only get the credit. I sent them a copy of their policy and they said the answer remains the same. Terrible customer service. I have filed a dispute with my credit card as well.

  Business Response

  Date: 03/10/2025

  Dear *****,
  

  Thank you for reaching out regarding your cancellation request. We appreciate the opportunity to clarify our policy.
  At checkout, all customers are required to select either the included Future Package Credit (FPC) option or the Refund Upgrade option before completing their purchase. Depending on this selection, the corresponding cancellation terms and conditions are displayed and must be accepted to proceed with booking.
  As stated in our policy, the Refund Upgrade must be purchased at checkout to be eligible for a full refund. Since this option was not selected for your booking, your cancellation qualifies for a Future Package Credit, which remains available for use within 12 months.
  We strive to ensure our cancellation policy is transparent and clearly presented during the booking process. If you need assistance applying your Future Package Credit toward a new booking, please feel free to reach out to our team.

  ************************************************;

  Best Regards, 

  Go Port Customer Experience Team

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22824140
  
  I am rejecting this response because:

  I will not be using the credit. I want my money back instead. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/16/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation and there was no where that allowed for purchase of vacation protection and when I canceled due to my mom having cancer they did not inform that it was non refundable. I would have gladly paid perfection. They never responded to any questions or inquiries. No one responds to call or emails. Unbelievably bad customer service and robbery.

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A cancellation was requested from ******* on October 8, 2024. In addition, a dispute case was initiated with *********** requesting a full refund with no resolution.Due to the timing of Hurricane ****** and notifications that the airport was closing made it impossible to meet the cancellation window per your policy. The airport as well as Go Port was shut down on Thursday, October 10m which also made the fly snooze package unusable on those scheduled dates.Under the circumstances, I feel the request for a full refund should have been granted to resolve this matter. The credit applied for 12 people will do us no good to use on our rescheduled cruise as there is not a Go Port location in *******, **********.

  Customer Answer

  Date: 11/30/2024

  I still have not received any further information other than the denial to refund our money directly.

• Initial Complaint

  Date:11/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scheduled shuttle from ***************** in ******* (at the airport) for over 70 people to shuttle to Port Canaveral for October 11 2024 at 9:30 AM. Hurricane ****** hit the area, businesses closed, the airport closed, the Port closed. Go Port was not running busses, the business was not answering their phones or emails on the 10th or 11th. Airlines, hotels, cruise lines all provided REFUNDS for guests who could not make it to *******/Port Canaveral. This company refuses a refund and only says will give a credit to use within a year. Not acceptable, they did not provide the service contracted, and a full refund is due. Please and thank you!

  Customer Answer

  Date: 12/03/2024

  I can tell you however the my credit card company has disallowed the charge and had given me credited for the trip NOT TAKEN.
  

  
  

• Initial Complaint

  Date:09/16/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Go port comes up as first match in ****** for transfers between *************** and port canaveral. Their website uses a lot of "worry free, cancellable" language. I booked 4 tickets for next year Jan 2025, but the trip had to be cancelled as of August 2024. I had no issues from getting refunds from all other parties (plane,cruise,hotel,parking), but this company refuses to refund my $119. Turns out they buried no refunds policy in terms and conditions, never said words non refundable, used tricky language like "100% cancellable", but they meant as store credit, which is useless to me. A few days after I complained about this intentional, misleading of customers, looks like they restored their "real refund for a fee" policy, but they still won't refund me. I have since looked up past reviews and found tons of people having problems with them in regards to refunds, even to the point of where refunds were promised, and then months later were still not received, at this point they're not even making the fake promises. They're just swindling people and doubling down on it.

• Initial Complaint

  Date:08/02/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased round trip port transportation on Sunday July 28, 2024 and cancelled about two hours later due to cancelling our cruise and airline due to a family situation. At the same time, I sent an email to GO PORT requesting a refund and they refuse saying that the policy states no refund, only a future bus travel credit. When I quickly read the policy it said REFUND if cancelled by 8/7...I guess I didn't read the small print that said REFUND for a future credit. I;m 72. I told them that REFUND means REFUND. Mysteriously, they rewrote their policy over the last day or so REMOVING the word REFUND. They refuse to give me back my money. I have tried to speak to a manager or owner and they refuse. Can you please help me?

• Initial Complaint

  Date:07/29/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 5/15/24, Amount: $452.25. The package included a one night stay at a hotel plus round trip transportation to Port Canaveral on 6/22/24 and then from port Canaveral back to the airport on 6/29/24. The shuttle service to the port involved a van that was leaking fluid from the air vents and the air conditioning stopped working entirely. It was just blowing out hot air and there was no ability for the van/bus to open any windows. We drove in these conditions for over an hour. I emailed goport when we go to the port to let them know this was unacceptable and to confirm the transport back would be in a working and safe vehicle. They assured me it would. The ride back to the airport on 6/29 was in a different bus and 10 minutes into the drive, the bus broke down on the side of a busy highway for over 45 minutes. They had to send a new van while we all unsafely sat on the bus with other vehicles whizzing by on the busy highway. Both vehicles were leaking fluid in the seats (I have video and pictures), the hot conditions could have caused a very serious medical condition, and the condition of these vehicles were completely unsafe and unsanitary. I emailed go port when we got home and requested a refund for them not meeting the expectations of a safe and sanitary shuttle service in both directions. My complaint was escalated to management and the response was a thank you for my feedback but the company refused to issue me a refund. I'm filing a complaint because I feel I should have been refunded for the shuttle rides, both were unsafe and unsanitary and secondly and most importantly, this company should not be servicing customers in unsafe vehicles and conditions.

  Customer Answer

  Date: 07/29/2024

  Invoice is attached. 

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the business website when you do a search if says they have transportion from sfb airport to port Canaveral and when you go to there drop down boxes it shows it. But when your order transportion it switches to the other airport and if you are not from ******* you wouldnt exactly know. So when I got my order detail it was from ******* international. I figure no problem I'll switch it to sfb airport I contact them and they say they don't pick up at that airport or hotels there. So I request to get my money back they only offer a credit. Which is totally unacceptable in this day in age and for people who may never go back to *******.

• Initial Complaint

  Date:08/18/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 13, 2020, I purchased a transportation package from ****** for $164.48. The refund policy stated that I am entitled to 70% if I cancel. ****** canceled my package due to the Covid emergency. I requested a refund. They agreed but never actually processed the refund. I continued to ask for a refund every 6 months or so and each time, a representative responded and said they would issue a refund! But the refund never came. My most recent interaction was earlier this year, see the attached email correspondence. I am sorry that I did not contact you sooner (within a year of the issue.) My extenuating circumstances is that I continued to be assured by the company that they will process my refund. And I tried to be patient because of covid. Please help me get my money back! Thank you, *** *******

• Initial Complaint

  Date:06/29/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a travel agent, and I purchased with my clients credit card a package for their upcoming cruise back in 2020, the package was to include transportation to and from the hotel, port, and airport, for their cruise. I was told the refund process was set up to where if cancellation took place a 100% refund would be given as long as it was before the cruise date. Then COVID hit, and my client had no choice but to cancel their reservation. When I tried to call Go Port, they no longer were accepting phone calls and you could only email them from the site. I send at least 10 emails from 2020 through 2023 inquiring about the status of the refund. They would always respond back to my emails saying that they were back logged and refunds would happen soon but would never give an exact date. It has been 3 years and they are still telling me the refund for my client is coming. The order number is: ***********, and my clients name is ******. The only time I received a date for the refund to be issued was 7/31/21, when cruises resumed sailing, and my client still has not gotten their refund. I do not have the exact amount at this time but it is roughly $200.