If I could give zero stars I would as I…
If I could give zero stars I would as I paid for a service that was never provided.
Upon arriving the “Concierge” could not be found. Not past immigration, not in baggage recovery, nowhere.
My family actively searched amongst other reception agents and she was not to be found.
A family with a toddler was forced to waste time and then rush to a short connection, in an unfamiliar airport, unaccompanied with zero assistance. I even called the aides contact number and she provided a befuddled explanation of her whereabouts. Eventually meeting my family at the gate after the assistance was required. Our contact information was provided and she never reached out as we did.
Refund was requested and promptly denied. There are many other airport concierge service available. Do yourself a favor and select another provider. At all costs avoid the headaches, frustrations, delays, stress and waste of money on this inept company devoid of any adequate customer service.
Vastaus yritykseltä Global Airport Concierge
Dear Haywood Jablome,
Thank you for providing the additional information that allowed us to identify the booking and conduct a full review of the service and the correspondence associated with it.
We are sorry to hear that you and your family experienced difficulty connecting with our representative. We fully appreciate how stressful this would have been, particularly when travelling with a young child and having an onward connection.
Having reviewed the booking and the communication prior to the service, we would like to clarify an important point regarding the meeting location. Before the booking was confirmed, it was specifically explained that, due to U.S. Customs and Border Protection regulations, our representatives cannot enter the secured immigration and customs area for international arrivals. It was clearly communicated that the representative would be waiting in the arrivals hall after you and your family had exited customs and immigration.
Our investigation confirmed that the assigned representative was present at this designated arrivals hall meeting point with a passenger name sign prior to the flight's arrival. Her contact details had also been provided to you the day before the service.
Your review states that when the representative was contacted, there was confusion regarding her whereabouts. We regret if the communication at that point caused any further confusion. However, the location communicated to us by the representative was consistent with the meeting arrangements provided before the service, namely the arrivals hall outside customs and immigration. Our understanding from the subsequent conversation is that you and your family had been looking for assistance while still within the customs area, where our representative was not permitted to meet you.
By the time contact was established and your location could be determined, you and your family had already proceeded beyond the agreed arrivals meeting point towards the departure security area. Our representative then proceeded to meet you there. Therefore, while we acknowledge that the intended assistance did not take place as expected, we respectfully disagree with the statement that the representative could not be found or that the service was simply not provided.
Our service terms request that passengers who cannot locate their representative at the designated meeting point contact the representative or our 24/7 Customer Service team before proceeding further through the airport. This is specifically to allow us to establish both parties' locations immediately and avoid situations such as this.
We sincerely regret the frustration and stress experienced by you and your family. However, following our review, we found that the representative was assigned and present at the agreed meeting location, the meeting arrangements and service limitations had been communicated prior to booking, and contact details had been provided in advance. It was on this basis that the refund request was declined.
We appreciate the opportunity to provide clarification regarding the circumstances of this service.
Safe travels,
Customer Relations Team
Global Airport Concierge
