We were so glad we booked this transfer. The evening flight was over two hours late and thankfully we were able to communicate with the company prior to taking off.... read more Our driver, Daniel, was friendly and helpful despite it being close to mid-night. He got us to our destination in Palermo and made sure we go inside. Highly recommended!

  Subject: Complaint Regarding Unfulfilled Tour and Unjustified "No Show" Claim

I am writing to express my deep dissatisfaction with the service my wife and I received during our recent... read more booking for the "Palermo: Bus Tour to Noto, Ortigia, and Siracusa" on August 09, 2024. We paid in advance and were provided with instructions stating we would be picked up from our hotel lobby at 6:00 am on the day of the tour.

We arrived in the lobby at 5:45 am and waited patiently by the door from 6:00 am onwards. We waited for 45 minutes, during which time we saw several guests being picked up for other tours and deliveries being made. We approached every vehicle—cars, vans, and buses—that arrived between 6:00 and 6:45 am, showing our voucher to each driver, but none of them were there for us.

Throughout this entire period, both my wife and I had our phones with us. We did not receive any calls, nor is there any record of missed calls on our phones. We attempted to contact the number provided in the instructions twice but only reached a recorded message. Following this, my wife sent three emails to Tour Transfer City, as suggested, to confirm our phone number and our situation.

After being abandoned and with no response from Tour Transfer City, we contacted Get Your Guide, the website through which we made the booking. They apologized for the inconvenience and initially offered to reimburse us. However, we were later informed by Get Your Guide that Tour Transfer City refused to provide a refund, falsely claiming that we were a "no show." (Get Your Guide has promised to process it anyway)

Tour Transfer City claim is simply untrue. Tour Transfer City did not show up as scheduled, and we have no missed calls or any communication attempts from your company. On the contrary, we have proof of our multiple attempts to contact you—both by phone and email—to no avail.

I am appalled by the dishonest and untrustworthy behavior exhibited by Tour Transfer City. It is clear from other customer testimonials that this is not an isolated incident, but a pattern of deceptive behavior. It is unacceptable to treat customers in this manner, and I demand a full refund for the service that was not provided.

I look forward to your prompt response and resolution to this matter. Failure to address this issue satisfactorily will leave us no choice but to escalate this complaint further.

Sincerely,

David Gertner and Rosane Gertner

  Do not book this private transfer !
I booked a private transfer from Palermo airport to Cefalu - as I had read don't take a taxi - the driver... read more was over an hour late - hard to communicate to get an answer when they were coming - reason given - traffic - ( which is why I booked in advance ! ) Ended up missing my Airbnb host to check in to my place ! No apologies - they really didn't care !
SAVE yourself the grief and $ and take a taxi for $130 euro instead of this service for $150 !

  Good communication and great service. We also booked a private car for one day excursion. Highly recommended

  The driver was very professional, drove safely and efficiently. He waited for us when we were delayed and helped us with our heavy bags. The car was new and super... read more clean. The price was about 30% more than we paid for our trip back to...More

  Great service. I’ve used this company twice already and they have been exceptional. Would definitely recommend.

  I was checking some prices for a transfer from Catania Airport on the website. Without realizing I was making a booking, I have never asked to pay for a guarantee... read more so it will very confusing. After a while I received the email attached to this...More

  Reliable Service - We used Sicily Airports Transfer from CTA to our hotel in Taormina and the driver met us in the baggage claim area with a sign as promised.
They took us... read more from Taormina to Palermo.
And they took us from our hotel in Palermo to PMO.

  False advertising! This is completely not what we expected. Viator claims a day of excursions but you get half that. - The tour operator seemed nice and he was helpful with my elderly mother. The Viator trip claims you get an English speaking driver, WiFi in the van and bottled water.... read more We got none of that.

It is about a 3 hour drive to Etna. Mt. Etna was cool and as advertised. We spent 2 hours there.

Next was Taormina. The trip advertises 4 hours in Taormina where you could see the ancient theater on your own. We got 90 minutes and barely got to see the town and have a small lunch. We never had time to see the ancient theater.

The last stop was supposed to be Castelmola but the driver never went there. He just took us back to Palermo.

When asked why we didn’t get what we wanted, Viator responded, “
Unfortunately, per the local operator advise that the tour includes also the vist ot Etna, and this takes at least 2 hours and half the distance from Palermo needs to cover 3 hours up Etna, one hour from Etna to reach Taormina and at least 30 minutes to reach Castelmola from Taormina, then it needs 3 hours and a half back to a Palermo directly to their hotel. If they spend much time in Etna or Taormina then there’s no time to visit Castelmola. And their driver and car have been all day with a loss of cost for them. Therefore, at this time we are unable to offer a refund.”

Viator completely glossed over what they told us we would experience. Buyer beware!

  I booked a transfer from Palermo to an abby 1.5 hours from the city and then back again two days later. The van came on time and was a... read more very nice Mercedes. Everything was great although they don't send confirmations the day before to confirm that they are coming. However, I texted the number they provided using WhatsApp and they confirmed everything quickly.

  My wife and I started to plan our three week holiday in Sicily one year in advance and ten months prior to leaving and after reading reviews of the transit... read more systems in Sicily, I decided to reach out to one company to schedule transfers between...More

  The trip was excellent. Started off with snow up Mount Etna and some stunning views of the coast below. Taormina was beautiful, just wish we could have stayed there longer.... read more Our driver Dario was superb. All in all a fantastic day

  Reliable, Stellar Service - On four occasions, my team and I hired the firm to handle our Sicily-related transportation needs throughout the island. The drivers were courteous, careful, and considerate drivers. I would trust... read more the company to again service our transportation needs and endorse their service especially after 4 experiences that were excellent.

  Everything about our transfer from Palermo to Taormina was wonderful. Our driver arrived a few minutes early so there was no anxiety. The car was lovely - new , comfortable... read more and immaculate. Our driver, Giovanni, was delightful and knowledgeable. His conversation was engaging. He drove...More

  We landed late at night so was glad we had precooked a transfer. The airport is a good 50 minutes away from Palermo so it was nice to relax after... read more a long flight from Australia and Good value.

  Very reliable! - My mom and I used Sicily Airport Transfer for roundtrip transfers between the Palermo airport and our hotel. The drivers were friendly, the vehicles were clean, and everything ran perfectly... read more on time. I would definitely use their services again!

  We were transferring from Catania Airport to Ortiga in Syracuse. The driver was on time and clearly identified us. The 45 minute drive was smooth with no delays. We arrived... read more at the Hotel Des Etrangers in comfort and with minimum fuss.

  Meet and greet with no problem, comfortable and clean car. Polite and competent driver. Excellent service.