CB Travel Agencies and Tour Operators Booking.com Airport taxi

Booking.com review: Airport taxi

AJKjr of Port Ludlow, US

Nov 07, 2023 6:05 pm EST

Featured review

We scheduled a car to pick us up at our hotel in Tokyo and take us to the cruise ship terminal. When I selected a location for the car to take us to, your website would not accept the addresses I had for the cruise ship terminal which was in Yokohama so I ended up choosing the international cruise ship terminal which it turns out is not the one in Yokohama but is in Tokyo. When I received a text from our driver the night before, I gave him the address where we needed to be taken to make sure he had the right one. When he arrived the next morning, he told me via a translator on his phone that he couldn't take us there because it was farther. I called customer service and they didn't have another vehicle so we had to get 2 taxis as there were 4 of us. I emailed from our ship and explained it to Andrea. She said they couldn't give a refund because the driver was there. I explained that the problem was your website which did not allow me to choose the correct location. It made no sense for us to go to the wrong cruise terminal. I explained this in a second email to Andrea but she never responded. I expect at least a partial refund since the the error was due to your website as it caused me to choose the wrong address. I will say that our experience with the driver who picked us up at the Tokyo airport and took us to the hotel and the driver who took us from our hotel in Singapore to the airport was excellent. However, if we can't find some resolution to this situation, I will not use booking.com again.

Claimed loss: $127.42

Desired outcome: refund of at least half of the $127.42

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