Onward Travel Solutions | Airport Taxis
Spotlight: What are our customers saying?
a minute agoNEW if i could post a negative review i would. truely dreadful service. booked them to meet and greet my 85 year old mother in law from Heathrow bus terminal. bus was late, but the dri...Read on
They are a booking agent who only sub contract work to the lowest bids making them the most moneyRead on
This company is an absolute disgrace. The driver turned up 35 mins late and when I complained I was told it was my fault for not providing a flight number (which I did when ordering the service and...Read on
I booked with OTS Airport Taxis to collect me and my 89 year old mother from her house and take us to Liverpool Airport, with the return trip one week later. The driver was late collecting us. A...Read on
Highly dissatisfied. Booked and paid days in advance for a 'meet & greet taxi' pick up at London STD (paying £5 extra for the driver to meet with a board in the arrivals hall). Ten minutes AFTE...Read on
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a minute agoNEW
if i could post a negative review i would. truely dreadful service. booked them to meet and greet my 85 year old mother in law from Heathrow bus terminal. bus was late, but the driver wasn't there to help her with her bags. she was scared frighten and confused. airport staff were were brilliant and i thank them for their help. the driver was driving around and stopped in a no pick up area and again airport staff helped her with her luggage. shame on you guys. also driver talked aggressively all the way back. dreadful dreadful dreadful.
Booked a taxi that never showed up
They are a booking agent who only sub contract work to the lowest bids making them the most money
DO NOT USE THIS COMPANY!!!
This company is an absolute disgrace. The driver turned up 35 mins late and when I complained I was told it was my fault for not providing a flight number (which I did when ordering the service and proved it to them); then they accused me of being late (which I wasn't as the flight landed early which I proved to them); then they said the driver was only 10 mins late (which I proved was a lie by my phone calls to him some 35 mins after he was due to arrive); then, when I proved they were completely in the wrong, they said tough luck and complaint closed.
This is the worst service I have ever received.
PLEASE, PLEASE PLEASE DO NOT USE THEM. BOYCOTT THEM NOW AND EITHER PUTH THEM OUT OF BUSINESS OR MAKE THEM CHANGE THEIR WAYS.
Abandoned at the airport
I booked with OTS Airport Taxis to collect me and my 89 year old mother from her house and take us to Liverpool Airport, with the return trip one week later.
The driver was late collecting us. Apparently he had gone to another property with a similar name, OTS having seemingly failed to give him the postcode notwithstanding that it was clearly stated on the booking form. Fortunately we had allowed plenty of time so the delay did not matter.
Our flight was delayed on the return trip. OTS had full details of the flight we were on, so could easily have checked this. Nevertheless, I got a text from the driver saying he was at the airport and asking how long we were going to be. I replied saying that the flight had been delayed but I hoped we would be taking off soon (it was only a short flight – less than an hour). I then had to switch my phone off as we were boarding the plane.
On arrival at Liverpool, I switched my phone on again to be greeted with a text from OTS saying that they had “had to cancel and refund due to heavy flight delays”. They also sent an email to a similar effect suggesting another taxi firm that I could try – apparently it didn’t occur to them to ring this company themselves.
It was now after midnight, so we rushed through arrivals and managed to get a black cab. The fare charged was £8.90 more than the fare agreed with OTS. I have asked OTS for a remittance for £8.90 so that I – the innocent party in all of this – am not out of pocket, but they have refused.
In my view, it is quite unacceptable for a company to contract to provide transport from the airport, and then, just because the flight is delayed – which surely come with the territory when providing airport taxis – simply to abandon their client at the airport in the middle of the night. I shudder to think what would have happened had my mother been travelling on her own.
AVOID AT ALL COSTS
Highly dissatisfied. Booked and paid days in advance for a 'meet & greet taxi' pick up at London STD (paying £5 extra for the driver to meet with a board in the arrivals hall). Ten minutes AFTER flight arrived received text message telling me to check my emails. Did so, and found 'acknowledgement' email received only 8 mins before landing time. Only on reading the small print was it possible to see they were advising they had delayed pick up by 20 mins. Ok, no big deal, but a nagging doubt in my mind led me to 'phone OTS. Very nice lady informed me that they were in fact unable to allocate the job to anyone and had cancelled it and would either give me a full refund or switch me to another provider. Late at night with no other option I had to opt for the latter. However, all OTS could do was give me the company name I'd never heard of and told me to find their desk 'somewhere at Stansted' and that there 'might be quite a wait for a taxi'. Marvellous! What's the point in pre-booking with a service this poor? As it turned out I did find the new company and I did get my taxi but only after considerable effort on my part and when telling the driver of my plight was told that OTS 'do this all the time'. Couldn't be bothered to argue with OTS for the refund due of the £5 greeting service. Just want nothing more to do this this amateurish company. Don't be fooled by the swanky website and easy to complete on line booking form.
Should have read other reviews before booking, seems that my experience is not uncommon.
Watch out for their cancellation 'policy'!!
OTS seemed like a good option for our transfer from Glasgow airport to Gleneagles in just over 2 weeks’ time. I booked a taxi transfer online today, along with the meet and greet service. Wish I'd read review sites before doing so, but never really consider that for taxi services (yes for hotels/accommodation/restaurants etc but not so much for taxis). If I had done so, I probably wouldn't have been so confident booking them given the large number of no-shows/late cancellations and late arrivals that people complain about. Anyway, my issue is with their cancellation policies.
I booked the transfer at 13:21. I sent in an email on the same day at 16:40 to cancel (as our flight arrangements had changed unexpectedly). I was told that I would have to pay £7 or 10% of the booking fee, whichever was higher. I had not received confirmation that the booking had been processed (as the acknowledgment said I would receive when done), the journey was over 2 weeks away, and I had cancelled within 3.5 hours of the original booking!
OTS had not provided any service, nor incurred any costs, and had not even allocated a driver! I queried the cancellation fee - as a consumer you are usually entitled to a full refund if you cancel within 14 days (if the booking is made online). OTS it seems feel that they are exempt from consumer protection regulations under the Consumer Contract Regulations, but when queried they could not tell me precisely which section applied to them and the service I had booked.
Numerous emails back and forth with 'Josh' who tried to hide his goading, insolence and general apathy in an apparently 'helpful' tone without much success - but didn’t much like it when I responded in a similar manner (couldn’t help it). The net effect being that OTS couldn't tell me precisely why they were exempt from giving me a full refund other than a generic reference to the statute I mentioned to them, and they relied on their terms and conditions which do not make it clear that your normal consumer protections do not apply if booking their service. Bear in mind, I cancelled within 3.5 hours for a taxi service over 2 weeks away! If you use them, do so at your peril - their cancellation policy and customer service is very poor. For the sake of £7.50 which is what they have deducted from the £75 I paid, I will be spreading the word as far and wide as I can to NOT use them - unless you're 100% sure your plans won't change, and you're prepared to run the gauntlet of maybe receiving a good service (or not). I have never been charged for cancelling a taxi with more than 2 weeks' notice (and so quickly after booking!) Very short sighted, very poor customer service, and overall a very poor experience. Avoid them - would give them zero stars if I could.