Business ProfileforGo AirLink NYC

I am writing to express my extreme dissatisfaction with the service provided by your airport shuttle company during our recent trip from *** to ************ on Friday, July 19, 2024 2:34 PM. Firstly, the lack of timely communication was utterly unacceptable. We received a notice via email that our driver was ready, and there was no call or text message to confirm this. Furthermore, the reservation confirmation below stated: "Arriving to terminal -. Outside the terminal pickup." It did not mention that we had to wait at the welcome desk for the driver or that we had to call the shuttle service from the public phone to find out what to expect. I had to scan back through my emails to find those instructions. When we called using the public phone, the attendant was barely audible, forcing us to repeatedly call to ascertain the whereabouts of our driver. Each driver who arrived at the airport was either unaware of our presence or was there to pick up other passengers. This chaotic arrangement made us feel neglected and frustrated, especially when told they could not help us and to call line 18 on the courtesy public phone again. Using a public phone in this time of COVID and other viruses is archaic and unsanitary, and expecting your customers to use such a method is unacceptable. Secondly, we landed at 2:34pm and did not arrive to the hotel until nearly 6:00pm. This means it took us nearly 3 hours to reach our destination due to multiple pickups at the airport. This delay is inexcusable and reflects poor planning and coordination on your part. Additionally, the driver who eventually picked us up was quite aggressive in his driving. This behavior is highly unprofessional and made our journey uncomfortable and stressful. While the cost of the shuttle service was reasonable, the quality of service provided was far from acceptable. I expected a seamless and professional experience but was instead met with disorganization, poor communication, and unprofessional conduct.