Florida Tours-bad experience

[Mrs. Toaster]

We were scheduled to fly into Orlando today and be picked up by Florida Tours. After spending 8 hours at the airport, our flights were canceled. I called Florida Tours to let them know and the gentlemen raised his voice and told me in his words that I was rude not to call them and that they didn't want to pick us up. I mentioned that we called as soon as we possibly could, as the information was unclear and he further complained that they were waiting at the airport and that they didn't want to pick us up for our rescheduled flight!!! I know that Orlando was affected by the hurricane, but I can't believe this bad service. We have always used Tiffany in the past, and switched to FL Tours only as their are the DIS sponsor.

I was most definitely not rude to the gentlemen, and to be honest, he left me in tears. Fortunately, my brother is already in Orlando and can pick us up in his rental car. We will have to arrange transportation to get home, but can always take Mears or a taxi. I am so disappointed that a Dis sponsor would treat people this way. I mentioned to him that I got his name through these boards, and he said, "yeah, I know". So sad not to be in Disney, and so sad to have been hollered at by Fl Tours!!!

 

[helenk]

Wow,
There is absolutely no reason for him to have been rude! I thought that they monitered the flights? You would have thought with the weather being what it was and with no flights going into Orlando they would have been aware of the possibility of delays and cancellations.

 

[Keebles]

So sorry to hear about your bad time! This scares me as well because we were seriously considering FL Tours for our next trip. We used Happy Limo last time and had some concerns and since FL Tours is so well praised by these boards, I had almost decided on them.

Has anyone else had bad times from FL Tours? Any help would be appreciated.

 

[Mrs. Toaster]

As an update, I called Tiffany and told them our story and they have arranged transportation for us both ways! They will get my business from now on!

 

[Wish I lived in Fl]

He shouldn't have treated you that way.
He might have been off form from a bad night bacause of the Hurricane.

 

[DisFam95]

I had a minor negative experience w/ FL Tours. We were traveling in a group "in stages" so to speak. Me, DH, and DS w/ lots of luggage and big stroller...were heading out days earlier then 8 of us were flying back together. I knew we would need the van for going home and I seriously wondered if the luggage and big stroller would fit in the trunk of the Towncar so I just paid for the van round trip.

The driver picked us up and all was well. Got into our hotel room and there was a message on our phone already from Andy w/ a snippy attitude about why I rented a van for 3 people and to call him back. I was not about to call him back!!! I paid for a darn van and if I paid for it you could drive just ME around town for all he should care.

We will go back to Tiffany next time. We've always used them and never had problems.

 

[Gary M]

We were thinking about switching to FL Tours because they help sponsor these boards, but not now. We have had good service from Tiffany TC and will stay with them.

 

[travelbug]

A relative of mine called FL tours to make some inquiries, and felt that she got a pretty rude abrupt response from the guy that took her call. (The name Andy sounds pretty familiar, but I'm not positive.) She took her business to Happy Limo instead, and I took mine to Tiffany. Both of us were very pleased.

I wonder if there is one guy at FL Tours that has terrible phone manners. What a shame if it's one guy giving the whole company a "black eye". Sure hope it's not the owner!

I'm sorry you had this poor experience, but I'm so glad to hear that Tiffany came through for you. Have a great trip!

 

[sue1013]

Sorry to hear your negative experience. I don't care if he had a rough night or not, you don't treat your customers that way. I've used them in the past and always had great service and drivers. I'm using them for my next trip. Not an excuse but maybe there is someone new that needs to be replaced!

 

[HappyLawyer]

i am sorry that happened to you and i don't care if they are a sponser that is no excuse for rudeness and unprofessionalism, i will not use them this is not the first time i have hear negative things about that company, i would rather pay a few dollard more tor better service, i am sure you can book tiffany or someone else to get you back good luck

 

[inkkognito]

I wonder if they were stressed out about the hurricane, although you'd think that they would be used to flight delays/cancellations/etc. Once when we used Happy Limo, our flight was VERY delayed and we ended up arriving at MCO after 2 a.m.! I was a little worried (at least as much as my numb, half-asleep mind would allow me to be), but our driver was right there waiting, and they had sent a lovely black Excursion. I was sorry that I was too unconscous to appreciate it more, but I snoozed the whole way. I thought it was standard for the towncar companies to monitor the flights...I would think delays would go with the business, especially when they are weather related.
Barb

 

[dvcmember]

Common sense would tell the transportation services to check the flights for delays. I find it hard to believe they were relly waiting at the airport. There is no excuse for rude behavior Barb

 

[allicat]

Thats awful!
I have yet to find a car service with consistently good service. Over the years I have pretty much tried all the limo companies mentioned on this site and it seems like they all eventually fall out of favor with DIS'ers.
You would think the companies would be smart enough to realize that people will come back and post their bad experiences. Especially for a board sponsor to act that way- bad show! I wont be rushing to use them!

 

[AndyN]

Here is what happened:

Since the poster never called us back to tell us about not making the scheduled flight, naturally we assume she will be on the flight and track it until it arrives with hope of meeting the person. Even if it means keeping the driver at the airport for 12 hrs. Yes, this has happened to us in the past. We’ve never made them feel bad or put the near tears. We recognize we are in business because of them.

Three minutes before the questioned flight arrives in Orlando after 8hrs of its original schedule arrival time the phone rings and I answered. The poster starts the conversations my name is so and so we were suppose arrive today we didn’t make it since you guys did not call us I thought I call you….I’m thinking must be first timer. Probably may have overlooked part of the confirmation that to let us know if anything changed. She went on tell me she made it home finally after 8 hrs and wondered if we can accommodate her.
Sure I said as was trying to collect my thought and find the right way to respond to part of her comment that bothered me the most.

But your flight is arriving in a couple of minutes? She goes; oh we got bumped off that flight. Just as in a FYI sort of ways I said, Actually Mom, your driver is standing at the baggage claim area right this minute besides, besides, we expect you to call us as you are the only one who would have better information about your flight. (This was no ordinary day where we time the departure flights from its origin. Flights statuses were changing every few minute therefore drivers had to be stationed at MCO) you are very rude she proclaimed. I would like to cancel my reservation. Mom, I’m sorry you have felt this way, I don’t mean to be rude but I had to let you know if anything it’s you that was suppose to call and let us know. End of the conversation.

Mrs. Toaster,
Now, I did not even questioned you why you didn’t call us to make us aware about your flight situation till eight hrs later as I personally believe it would be unprofessional to do so. All I attempted to do was clarify your misunderstanding.

Is that being rude?
Andy

 

[muntzfab4]

I think we need to keep in mind that due to the circumstances,that both parties were probably under a great deal of stress. On July 23rd our flight out of NY was delayed for 7 hours due to heavy rain. We arrived at MCO around midnight and had scheduled a 9:30 am pickup with Fl Tours to the port for the DCL. I called and asked Andy if we could schedule a later pickup because we were exhausted and felt we would need more time. He was very understanding and did some juggling around for us. The driver, Sonny, was wonderful and we were very pleased with our experience with Fl. Tours.

 

[castleri]

I have to say that your experience was unfortunate but my very first reaction was " Why didn't they call as soon as they knew the flight was delayed and certainly at the time they were bumped" I would have called to say we have been delayed and will let you know as soon as we know what the situation is. I have done this with rental car companies- granted more so that I don't lose my reservation. Once a person knows they will not be on a flight it is only common sense and courtesy to let the limo company know. I have never used any transportation other than rental cars but even so would not expect a limo company to be happy about paying a driver to wait at the airport for someone who won't be there. I try not to post negative comments but also think it is unfair to this company when it appears that a call as soon as you were "bumped" could have eliminated any bad feelings for either of you. Do hope the rest of your trip is better.

 

[debden]

When we got to the airport for our flight to Orlando we were informed that the flight had been cancelled.We booked the afternoon flight with the agent at the desk and went back home.
We had reserved a Limousine service so when we got home we called them immediately to let them know our new flight times.
No problem...
I agree it's the customers responsiblity to call the service they reserved ASAP to let them know of the change....
Debbie

 

[JKLLady]

I have used Andy's service many times now & have always found him to be personable & accommodating. Last August, our trip must have changed five times due to my DF's emergency surgery for stomach cancer, and Andy was wonderful about all the changes. This included changes in resort info, since we cancelled & re-booked & moved 3X during our vacation; Andy didn't blink an eye! He even called Renata when we were heading home to speak to me and offer his prayers for my DF's recovery. When I spoke with Andy this June to book our trip, he remebered my Dad's situation and asked how he was doing.........I just can't imagine him being rude.

 

[Luckymommyx2]

I always think it's good not to rush to judgement and to be able to hear both sides of the story. Unfortunatley a lot of companies cannot or don't get a chance to reply to customer's complaints on the board.

 

[inkkognito]

You make a good point, luckmommy. When I am researching a company, I never go by just one post on an internet board or just one person's opinion. The smartest thing to do is always to read all that you can and make your own judgement based on the general gist of everything put together.
Barb