1 out of 5
Mon 27 Aug 2018 12:40pm
"Booked Harrison Ford travel for an airport run to Manchester airport after a recommendation from a friend and after reading the reviews on the website, thought it made sense as we were a party of 10 and didn’t have enough room in our own cars to make room for the cases.
We were due to be picked up at 4am from my home so they would only have one pick up, as 4 am came and went the 10 of us started to get a bit worried so we tried to call the 24 hour emergency number which unfortunately kept going through to an answer phone message, after over half an hour of trying without response we started to panic and tried ringing around for taxis but as you can imagine trying to get taxis at that time in the morning isn’t easy for 10 people and luggage. We manged to find a company able to offer us 3 taxis but at £175 each taxi. Then we thought about taking our own cars but again we wouldn’t be able to get all the luggage in, so we had to try and call a friend, again not ideal at nearly 5 am on a Saturday morning. Luckily for us he answered our desperate call and within 30 minutes we were all in three cars heading to the airport. Whilst all of this was happening two members of our party were continuously calling the emergency 24-hour number again without response.
We arrived at Manchester just in time but had to go in the long stay un-booked parking which we knew wouldn’t be cheap for three weeks but we had no other choice.
Then as we were just about to board our flight I get a missed call and then a text from an unknown number telling me my airport transport was outside my house waiting for us (5 hours late). When the phone rang again I answered and was surprised to hear from a person working for Tony’s travel! who was waiting outside my home address, my airport run had been sub-let to his company without our knowledge and they had been given the wrong collection time. I then spoke to their company owner who told me James at Harrison ford had given them the job the day before and he had just spoken to James who insisted the 9am pick up was the correct time, so I forwarded the invoice from Harrison ford which clearly stated a 4am pickup.
We then boarded our flight and a few days later got an email from Harrison ford saying sorry for the no show and they were looking in to what had happened. We replied and explained what we'd had to do to get to the airport and how much we were going to be out of pocket due to their failure.
They replied “I appreciate that we didn’t fulfil the first part of your journey to take you to Manchester Airport. This was due to an admin error that simply stated 09.00am instead of the agreed 04.00am on the booking form.
As you already know, we didn’t just forget the booking, it was an admin error which very rarely happens with Harrison Ford Travel.
If you let me know your bank account details, I’ll have the money forward into your account ASAP.
We won’t however be held accountable for any other costs you may have incurred for parking or fuel. Sometimes errors do occur and I’m sure you can appreciate this.
To add insult to injury a week before our return they text me to ask if we still wanted to be picked up for our return airport run and at 9pm a whole 12 hours later than the original booking stated!
How can they be so incompetent is beyond belief and the fact that they can just say that it was an admin error and offer no form of compensation is totally unacceptable.
We were lucky and with the help of a good friend managed to make our flight, please think carefully before using Harrison Ford travel for any airport trip as admin errors do occur and you might not be as lucky as us and miss your flight."
Craig Smith, Nuneaton
"Hi Craig, we hold our hands up for this mistake that we made for your booking. This was down to an admin error which as you can see from our other 80+ reviews we've received, this kind of error does not normally happen with our business.
The copy that you've included in your review does not fully show the correspondence between yourself and the team at HFT and is very onesided.
We cover in excess of 3000+ jobs per year and very rarely have any issues with customers bookings. On this occasion as mentioned, we did have an admin error which caused your pickup time to be wrong and we do apologies for this. Kind regards, Harrison Ford Travel."