FL Tours Review....

[MarineFam]

We booked FL Tours in advance to take our party of 10 from Pop Century to the Port on 13th of April for our Cruise on the Fantasy. We checked out of our rooms and were scheduled for pickup at 10:00. We were out and ready with all of our bags in case he was early so he would not have to wait. Our pick up time came and went. We finally called and he said he was running late because he was picking people up from the port and they hadn't shown up yet. He was leaving there soon. Almost an hour past and still nothing. We spoke to him and he said he was out side Disney property and said that the party showed up and that was why he was late. He gave us the owners number. We spoke to him and he said at first he would give us a 40 dollar credit and then when we spoke to him again he said he would give us an 80 dollar credit. The Driver finally showed up after waiting 2 hours and apologized. I said the owner should have sent another vehicle for us. Ended up making us later to the port.

Once we got home from vacation, we looked at our credit card bill and it was only a $30 credit. We called and he said he never said that much but then gave another 20 dollars. I will definitely never use them again.

You pay for a service to pick you up at a certain time and to get you to a location at a certain time and that is the entire basis of their business and did not get it right. It would be a real nightmare if it were a family with very small children. I felt the need to put a review online in case you were thinking of booking them, I would just think of booking them earlier to ensure you were the first run of the day.

 

[FLTOURS]

Dear FL Tours Guest(s),

We appreciate your feedback on your recent transportation experience with our company. Every transport concern of our guests is highly regarded and addressed. As your perception of our company is of concern for us, it allows us an opportunity to strengthen our mission at FL Tours.

When it comes to transportation, we understand that situations (i.e. traffic, mechanical, construction, weather, airport and port arrivals/departures, etc.) may delay or enhance a pick-up/drop-off route. Our staff is trained and prepared for such patterns.

We understand that on your trip of April 13th, being picked up 45 minutes after your 10 a.m. scheduled time could have seemed like a 2-hour wait—especially with the anticipation of embarking 'The Fantasy'. And though your driver kept you informed of his delayed route, management felt it just to credit your trip $40. The oversight on your final transport charges resulted in an additional $10 credit, totaling $50 off your receipt. We have humbly aimed to resolve all your concerns.

Your recent experience with our company helps us make an important observation for our future guests. In order to ensure a seamless transport service:
- When it comes to Port Canaveral pickups, we like to maintain a firm disembarking confirmed time from our guests, in order to avoid scenarios such that brings us to this point.
- Any delays concerning transportation, we are prepared to make the most informed decision on our part, to ensure we get our guests to their destination(s) as timely as possible and safe.

We continue to extend our utmost sincere apology for your recent experience. We stand behind our commitment to delivering a strong customer service. Our drivers have been with us for many years and are family-oriented, knowledgeable of the Orlando/Kissimmee resort area and attractions, but are most excited to receive our new and returning guests, year-after-year. They continue to brand FL Tours with that same service commitment that has kept our company’s ratings strong.

Sincerely,

FL Tours Management

 

[MarineFam]

We were out there for two hours because we got there early to make the service wait. The driver did not arrive until 11:25. Still not acceptable. I don't lay most of the blame on the driver whom was very courteous. I do blame the Management for not ensuring that the time schedule was kept. Constant contact was not kept with us. The only reason contact was kept was because we were calling.

When running a business regarding transportation, you cannot afford to blame others for being late or things like this. I thank you for addressing the issues within your company and striving to correct them.