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

  Booked the tour to get a feeling for surrounding areas of Palermo. At Cefalu had lunch by the beach and did some shopping. At the two other sites visited the... read more main attractions. The van was in very good condition. The driver (Domenico) very professional and...More

  This was a great tour. Giovanni our driver was punctual, very courteous & knowledgeable. What he didn’t know, he found out for us. The car was clean & comfortable.... read more Time spent at each location was fine. We got to each site early enough that it...More

  Wonderful trip with Mimmo - I loved that they were super quick in response , when you are planning a day long trip you'd like to have flexibility and Sicily airports transfers offers exactly that.... read more Well priced and provided an amazing service from Mimmo for our day trip to Trapani and Palermo. Well kept and clean van ,super courteous driver who made the journey easy and fun . This will be our go to company for future Sicilian travels! Grazie Millie

  On time, exceptionally clean vehicle, friendly door to door service! Would recommend this service to anyone!

  Best decision we made! - We used Sicily Airports Transfer & Tour 3 times during our week in Sicily. Excellent all around! We are a family of 3 adults visiting Sicily for the... read more first time. Sicily Airports Transfer & Tour accommodated every one of our needs. We wanted to go visit the towns of our grandparents and they provided that service over and above. Our driver, Lorenzo, even spoke to the town locals to help us trace our family history. Sicily Airports Transfer & Tour even accommodated a last minute tour request (9 pm the night prior) to Cefalu and Monreale.
Best transportation service ever! And Lorenzo was simply the best! Thank you!

  I must say I was most impressed with Sicily Airport Transfers. We used them for three different occasions. We had them pick us up from the airport, take us to... read more Monreale and the. Drive us from Palermo to Siracusa with stops in Agrigento and Delia...More

  They met us at the airport, helped with our bags and brought us to our hotel. Very easy to use and would recommend for the future.

  My wife and I where very happy with the service of Sicily Airports transfer .I must congratulate Lorenzo( the owner I think) who always responded to my messages and... read more inquiries promptly.We used them for an 8 hours private excursion also to Segesta,Erice and Trapani.By the...More

  Flawless transfers - Booked 3 transfers from Catania airport to Palermo, from Palermo to Milazzo and back to Catania. Quick and efficient communication via WhatsApp, excellent driver and comfortable and new Viano, and... read more the cheapest!!

  Excellent Service - Driver was waiting for us at the airport and was very professional. The van was new and very nice. We also used the service for return to the... read more airport and again the driver arrived on time and was very professional. We would definitely use this service again.

  I booked this service far in advance, paying for it on their website, and indicating 2 pieces of luggage. The driver did not like the size of our luggage pieces... read more as they would both not fit in the trunk. He was very annoyed that we...More

  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 !

  Our flight was delayed and driver was there waiting for us. Excellent service, great communication and superb driver. Faultless service, highly reccomendedMore

  Great ride from airport to city. Friendly and informative driver! Thanks for your driving skills and street smarts in a crowded city.

  Go yourself - its the same thing! - No guide - driver only. Not worth the money. I thought we were getting a guided private tour. No - just a driver.

  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.

  Pre booked online from the UK. Courteous drivers on pick up and return. Prompt, helpful and professional. Would definitely recommend.