ComplaintsforGo AirLink NYC

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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.

  Customer response

  08/18/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Go AirLink NYC regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for a round-trip pick-up service. On my return, this company didn't pick me up from *** to take me home. They told me they did not have anybody to pick me up, that I should take a taxi, and that I would be reimbursed. I called them on 08/23/23 @ 6:49 pm and spoke with C.Service ****. He again told me that I would be reimbursed in 3 weeks. I called again on 10/11/23, and the customer service Mai told me that none of the C.service placed a refund on the system for my reservation. She refused to let me speak with a supervisor and hung up. I called again and told her.I had her name and the right to speak with a supervisor; for the second time, she hung up the phone. Later on the same day, I got an email from this company saying that I called them to cancel my pick-up reservation for 08/18/23. When I logged in to the "GO Airport Shuttle" website, I found that they CHANGED the information in their system, showing that I had canceled the reservation! (see the email they sent me on 10/11/23). Since then, I contacted different agencies. I called 311, and they told me to file my complaint with the Attorney General. After months of waiting, she said it was the wrong agency. This is not a matter of money; this is a matter of principles and rights. This shuttle company not only stood me up but also denied my right to speak with a supervisor and falsified information to avoid their responsibilities.

  Business response

  07/14/2024

  Hello BBB,

  To clarify, Go Airlink NYC was the service provider for this client's reservation, which was outsourced to us from GO With US (as shown on her confirmation). As such, the refund process must be handled by them.
  
  Please be assured that the refund has been approved on our end. We will follow up with GO With US once more and check the status of your refund on client's behalf.

   

  Best regards,

  Client services

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,I'm reaching out regarding a past reservation #****** made for 3/28/2024.The service I experienced was extremely terrible and frightened several of my party members.To provide some backstory, when I booked with Go Airport Transfer ***, I clarified that we were staying at two different hotels and needed to be picked up right after the other as our flight details were the same. The company used was My Sedan even though I called Go Airlink. On the day of 3/28, the driver went to pick up Group A (which included children) from their hotel. Group A asked the driver if they will be picking up Group B (the group I was in) from their hotel. The driver knew NOTHING about Group B and claimed several times to not have had that information disclosed to him. I have a copy of the itinerary that says otherwise and confirmed several times beforehand. On this day, there was also traffic due to the talk Pres. ***** was having at *********************. Our hotels were no more than a 5 minute walk to the other yet Group B (my group) waited over an hour before deciding to hail a taxi and take it to the airport. While we were waiting, Group A experienced a very traumatizing experience. The driver became irate and kept hanging up on calls from Go Airlink several times according to witnesses in the car. He became more irate when Group A told him we chose to take a taxi to the airport instead of waiting. You have to understand, Group B (my group) feared we would miss our flight as the flight time was quickly approaching and he was still not there. Because of this terrorizing experience, I am requesting to be reimbursed for this trip as well as the taxi charge which Group B (my group) had to pay out of our own pocket. I will not accept anything less because this was such a scary experience and Group A truly feared for their lives.

  Business response

  05/24/2024

  Good afternoon,

  In response to the reported incident, today, we processed a 50% refund for the trip in question. It's important to note that this refund reflects the service rendered for one group, as part of the total reservation.

  We believe this is a fair resolution considering the circumstances and hope it helps alleviate some of the concerns raised.

  We are committed to ensuring that such experiences do not recur in the future.

  If there are any further details or concerns, you'd like to discuss, please feel free to reach out.

   

  Best regards,

  Client services

   

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  (Go Airlink NYC) that provided confirmation #****** for a 4:30pm pick up and failed to show leaving my wife stranded at the airport, missing meetings and separated from her teenage daughter attending a national competition as a chaperone. Go Airlink has hung up on my wife several times and has refused to refund citing that they arrived at 4pm with other customers and that she was a "no show" We have the emailed confirmation from GO Airlink confirming a 4:30pick up for reference. We would have accepted a "make good" for a return flight shuttle but instead we were treated with disregard ..............can you assist in support ?

  Business response

  04/15/2024

  Please note that the client's refund has been processed today. They can expect to see the funds reflected on their credit card in 3-5 business days.

  Best regards,

  ******

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I arrived in ** on May 12, 2023. I made a reservation to be picked up at ********* with Go Air Link. Upon arrival and informing them I had arrived, I went to the designated area. After more than 30 minutes, my driver never arrived. After many attempts to reach dispatch, I finally got a call from a driver saying she wasn't the assigned driver but saw I didn't get picked up. She came to pick up my part of 2 and said she had another party of 2 to pick up. However, she was driving a ****** Altima. I informed her 4 and luggage could not fit. As she didn't want us to wait any longer, my party and our luggage got it and she proceeded to the other party. We were stuffed with some luggage in the trunk and other in the back with 3 passengers stuffed and riding very uncomfortably.After being dropped off at my location after more than 3 hours after my arrival at *********, and after checking in to my hotel room, I noticed my luggage was damaged. This occurred because of the luggage and number of pieces that were stuffed in the trunk and being lodged against something that was in the trunk. The luggage was not in that condition upon arriving in **. I want to say the driver from Airlink was very nice and was just trying to help dispatch from a mistake they made. They knew 4 people and luggage could not fit in that car and she wasn't the original driver.I reported the incident to *********************** on May 13, 2023. In addition to an email, I sent pictures of the damage to my luggage. As I informed ***, I had to purchase luggage to get home due to the damage. They reimbursed me for the amount I was charged for the ride. I am still waiting to be reimbursed for my luggage. I have been emailing since May 13, 2023.

  Business response

  02/12/2024

  Good morning,

  Please note that the client was refunded on May 18th, 2023 in the amount of $81.22 which would cover the cost of the client's suitcase.

   

  Best regards,

  Client relations

  Customer response

  02/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]In my original complaint, I acknowledged the business refunded the initial cost for the transportation.  That is part 1 of this complaint.  If they read further, the second part is my luggage was damaged due to their negligence which was sending their driver to pick up 4 passengers in a ****** Altima with 4 pieces of luggage.  My luggage was shoved in the trunk and was damaged by as object in the trunk as the driver was trying to close the trunk.  If you look at the original complaint, a photo was provided showing the damage to the luggage.  A receipt was also previously provided by ***************.  This problem was a dispatch problem.  The driver was trying to save their reputation as I should have been picked up 2 hours before this driver ever showed up.  She didn't want me and my 87-year old mother to stand in that parking structure any longer.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Customer response

  03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business is not looking at the facts and the history of this case.  The ***** was refunded because I waited almost 2 hours for the ride I scheduled.  The refund has nothing to do with the luggage.  If they look at their records, they will see correspondence beginning the next day with ***********************.  ***'s response has been I need to talk to management.  

  It is very sad that this business does not want to take responsibility to a problem that they created.  The driver doesn't know there was damage like I didn't know until I checked in my hotel.  However, I know what happened and how the luggage had to be forced into the trunk of the small ****** Altima trying to carry 4 passengers with luggage.  The driver was trying to compensate for a dispatch mistake from the business.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  03/19/2024

  Dear BBB,
  
  We regret to inform you that we do not concur with the client's allegations.
  
  As a gesture of goodwill, we have issued a full refund for her reservation, which should cover the cost of her luggage. We disagree with the assertion as there is no evidence indicating that the bag was mishandled by our driver. It is possible that the damage occurred for various reasons, including mishandling by the airline.
  
  We appreciate your understanding regarding our response.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Thursday September 28, I booked an Airlink shuttle from ****************** to **********************. I had just arrived on a flight from ********** ******** and made the booking by phone from the ************** at *** at approximately 11am. I was told the shuttle driver would be there in about 30 minutes time, that I should wait in the **************, that the driver would come in, page me by name. I specifically asked if I should wait outside, where I could see various vehicles pulling up, and was told, no, I should wait inside and wait for the driver to come in. I was quoted $32.64 and my credit card details were taken. After 45 minutes, and no sign of the driver, I rang again, was cut off while on hold, rang again, eventually spoke to the original woman whod taken the initial booking. She said the driver had been and couldnt find me. No shuttle driver had entered the **************. I did not move from there. When I told her this, she said shed book another driver, but it would be another hour before one could arrive. I told her I wanted to cancel the booking, Id already waited too long, that Id get a cab instead. She put me on hold while she said shed try to delete my credit card details from her system, and eventually got back to me saying that my details had been deleted.On returning to my home in *********, I found that my credit card had been debited on September 28 for $32.64US.I have tried to contact Airlink direct via their website contact us link, three times within the last two weeks and have had no response whatsoever. No acknowledgment, no rejection of my claim, no response at all.Hopefully, you guys can help.One other thing, postcodes in ********* only have four digits. Mine is ****, but I had to add a zero so your system would accept it.

  Business response

  11/20/2023

  Hello,

  We have tried refunding this reservation multiple times, as shown attached. However, we are always getting the same error message. As per our accounting department, looks like the client closed that account, not alowing transactions to go through. 

  If client provides a good mailing address, we would be more than happy to send a refund check.

   

  Best regards,

  ******

  Customer Relations

  Customer response

  01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi,

   

  Please issue check to:

   

  **** *** ***** ***************** ******* *** ********* ****  Alternatively, please call ** *** *** ****

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  01/12/2024

  Please be advised that the check will be mailed in the following week to the address provided by the client.

  Should the client not receive one in ***** business days, she can feel free to give us a follow up call at ***************.

   

  Best regards,

  ******

• Initial Complaint

  08/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/28/2023, I went on to Go Airlinks website and purchased a shared ride from ***************** to ****** Airport. I was charged $130 on my MasterCard that went through on 7/29/23. I was about to board my flight on 7/29/23 in ******** to fly to ********* when I received an email stating my ride was cancelled. I responded asking why and the person from the company stated that they did not have direct rides from the two airports. I would not have had a ride if I had cancelled at that point. I wrote that the companys website allowed me to type in a shared ride and departure location (which was *********) and arrival location (which was **************) and the website took my credit card information and charged me. The person said I either had to cancel or pay an additional $64.17. Since I was in a precarious situation, I went with paying but I requested someone to contact me from the company which never occurred. I still have the emails rom that discussion. When I returned home, I emailed the company two different days but they did not respond. I finally called their number and the customer service person was able to locate my two emails due to the confirmation number I received from the original email confirming my shared ride. I then spoke to a supervisor ****** who stated that they only could give me a 10% return and not the entire $64.17 even though it was their websites fault or false advertisement. I called on 8/4/23 and had about a 40 min call. Today is 8/10/23 and there is no 10% refund on my credit card statement.

  Business response

  08/21/2023

  Good morning,

  Go Airlink NYC does not provide shared shuttle service between airports. Our shared shuttle service operates between 3 *** Airports to Manhattan and vice versa. 

  Due to a technical issue, the website allowed the client to book ******************. Once noticed, the client was contacted and offered an option to either receive a full refund for the service we can't provide or to upgrade to a private transfer for the additional cost to which the client agreed. 

  As a curtesy gesture for not contacting the client earlier, we have refunded the 10% of the booking costs on August 8th, 2023. We kindly suggest that the client contacts their credit card company for more information. Refund transaction approval code is ******. 

   

  Best regards,

  ******

• Initial Complaint

  02/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a booking on 13 October 2022 for transport at 11pm on 11 December 2022 from ************** into Manhattan ($79.20). My flight was severely delayed (didnt arrive until ****am) and upon collecting my bags I called the shuttle service, as was told to do, and was advised there were no more shuttles that night and to find other transport into Manhattan and I would receive a refund for my booking due to the airline delays. I emailed on 17 December 2022 to check on the refund and received a response on ************************************************************************ 3 to 5 business days. I emailed again on 3 January 2023 as no refund had been received and got no response. I emailed again on 12 January 2023 and also called and was advised there had been an error in processing my refund and this would be corrected immediately. I received an email on 15 January saying the refund was processed and I would receive this in 3 in 5 business days. I have emailed again a month later on 15 February and called as well and there is no explanation as to what is happening with my refund. This is impacting on my credit card as I have not paid the amount ($79.20) off and I am receiving monthly interest charges on this. I would like the company to immediately action my refund as they have now promised on multiple occasions and provide evidence this has actually been done.

  Business response

  02/24/2023

  Good afternoon,

   

  We are showing this refund as unsuccessful due to the client's credit card used for payment expired in the meantime. We will be reaching out to the client in order to obtain new information so we can process the refund accordingly.

   

  Best regards,

  Client services

  Customer response

  03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   My credit card only recently expired so this did not apply during the two months I was waiting for the refund and the company wasnt actioning it. The company has reached out for my PayPal details and I provided this a week ago and am still yet to receive the refund via those means instead now. I do not consider the complaint closed until I actually receive the refund.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************************
  
  
  
  
   
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I pre-paid $45 for a shared shuttle for pickup on 2/18/23 at 11:05 am at ********************* in *** to go to ***. I received an e-mail confirmation & was given the address of *********************. I arrived at 10:45 and looked for the shuttle and asked the taxi dispatcher if he knew where to meet. I tried calling Go Airlink customer service & was on hold for 15 min. I did receive texts from two different ******* drivers, but was wary of getting into an individual car that I had not ordered. I took the subway to *** and then saw a charge for $75 from *******. I do not think I should have to pay $75- this was more than what I was quoted and was a different service than what I purchased. As a woman, I feel safer in a shared shuttle than in an individual vehicle.

  Business response

  02/24/2023

  Good afternoon,

   

  Please note that this reservation was refunded on February 19th. The client should be able to see the funds back in 3-5 business days. If the funds are not receiver, the client needs to contact their bank for more information.

   

  The approval code of the refund transaction is ******.

   

  Best regards,

  Client services

  Customer response

  03/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I got the reservation ********** I waited one hour and they didn't show up. I called twice. I was said a driver would pick me up in 5 or 10 minutes, but nobody showed up. In the second call, I was said the driver didn't find me at the meeting point. So, I had to take an Uber to the airport. I want my refund.

*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. ↩