Business ProfileforGroome Transportation

Despite the website saying to call your local office for "immediate assistance", I literally spent five hours trying to call the Macon/Warner Robins office today after my mom's flight was delayed and she would not be arriving in ATL in time to make her scheduled shuttle. NOBODY WOULD ANSWER THE PHONE FOR FIVE HOURS. I even attempted to contact other Groome offices in the state to see if they had another way of contacting the Macon/Warner Robins office and I was told they did not and could not help me. When someone finally picked up the phone after five hours, she said the earliest they could accommodate my mom would be five hours after her flight landed because their earlier shuttles were all booked. This is absolutely unacceptable; had the phone been answered the first time I called with the flight change five hours earlier I'm sure there would have been better availability. I expressed disbelief and frustration and asked to speak to a supervisor and the ridiculously rude employee told me to call back the next day and HUNG UP ON ME. We are 100% done with Groome and will be filing a chargeback with our credit card company for failing to render services if they do not do the right thing and refund us 100%. You CANNOT operate in the travel industry with constantly shifting airline schedules and not have an employee available to answer your phones for five hours. Complete business failure.

Thank you reaching out with your concerns. We have spoken with the customer, the mother of **. ******* and it sounds like her flight was changed a few times on her day of travel. When this occurs, our phones can be busier than normal but we did have periods of low call volume and adequate space to offer a ride on one of our shuttles that evening. We apologize for the rude employee and will review customer service standards with our employees. We are not sure why she was not able to be accommodated, but have refunded the fare.

Again with apologize for the delay in her being able to connect with the office, but as many companies we have periods of exceptional high call volume and customers can manage and change their reservation online.

Thank you,
Groome Transportation