chazabel
Earning My Ears
- Joined
- Aug 26, 2000
- Messages
- 41
We returned Sunday from yet another wonderful WDW Vacation! There were many many Magical Moments which I hope to describe in a trip report soon. I did want to share my experience with FL Tours for informational purposes...I know we have many choices in transportation and I believe in giving credit where credit is due...but I also believe that when there are problems, that needs to be explained also.
I have always used Tiffany Towncar for our transportation but due to my participation on these great boards I liked the idea of supporting them through use of a major sponsor. I did search the threads to see about peoples experiences and while I did see some people have problems they did not seem too excessive. I made my reservation with FL Tours online and received confirmation on October 25 for pickup December 3.
The flight was scheduled to land at 4:04pm and I requested a grocery stop. I never received a second confirmation email that is described on the FL Tours website. I actually was already in Orlando since December 1 so the pickup was for my husband and my cousin & her family. I got a little nervous Friday afternoon since I never received the second confirmation so I looked at the printout of the first confirmation email for the phone number to call...unfortunately it is not included on the email and calling information in Orlando gives you another company with a similar name. I would suggest that FL Tours put their phone number on the confirmation email.
My husband called when they reached baggage and did not see anyone from FL Tours. I told him to relax..get the luggage and they would probably be right there. The next call I receive is from him and they are on the van and the driver said he cannot make the grocery stop because the plane was over 1/2 hour late. I asked my husband if that was true...he said he did not think so. I told him I would call FL Tours and straighten it out. I called and spoke with Andy, who everyone has always described as very helpful. I found him to be anything but. He insisted the flight was late...directed me to the FAQ page on their sight and said that they were booked to tightly and there was no time for a stop. Needless to say I was not a satisfied customer...I explained my deep disapointment with him and the company. I hung up and let my husband know.
Meanwhile I accessed the Delta website to confirm the flight arrival time. The actual arrival time was 4:18PM...14 minutes late, not over 30 minutes. It is my belief that a transportation company should have a better handle on their scheduling to accomodate the services they propose to offer. Everyone knows that the travelers must get from the gate to the baggage claim and then wait for their baggage. I understand the need to fill your schedule as best as possible but it is a cost of doing business to understand how much you can fit in and what you cannot.
I called Andy back just to let him know that the flight was not over 30 minutes late and I did not appreciate that being used as an excuse. He then called me back, offended by my disappointed tone, and insisted that according to their "special" airport website the flight was well over 30 minutes late. As I write this I contacted Delta again for the flight information...the flight touched down at 4:13PM and was at the gate at 4:18PM....again only 14 off schedule.
In that last call with Andy he suggested I might be happier making other arrangements for our return transportation. I insisted that I knew his company would be professional and do the right thing by being there at our pickup time. I am on vacation, I do not want to try and make new arrangements, and this was not going to start our trip off on the wrong foot.
They did arrive on time and delivered us back to MCO with no problem.
Again I know there are ups and downs to any service organization and where credit is due I believe it should be paid. This was a disappointment to us and needless to say I do not recommend FL Tours and will never use them again. I look forward to our next trip and to returning to Tiffany.
I have always used Tiffany Towncar for our transportation but due to my participation on these great boards I liked the idea of supporting them through use of a major sponsor. I did search the threads to see about peoples experiences and while I did see some people have problems they did not seem too excessive. I made my reservation with FL Tours online and received confirmation on October 25 for pickup December 3.
The flight was scheduled to land at 4:04pm and I requested a grocery stop. I never received a second confirmation email that is described on the FL Tours website. I actually was already in Orlando since December 1 so the pickup was for my husband and my cousin & her family. I got a little nervous Friday afternoon since I never received the second confirmation so I looked at the printout of the first confirmation email for the phone number to call...unfortunately it is not included on the email and calling information in Orlando gives you another company with a similar name. I would suggest that FL Tours put their phone number on the confirmation email.
My husband called when they reached baggage and did not see anyone from FL Tours. I told him to relax..get the luggage and they would probably be right there. The next call I receive is from him and they are on the van and the driver said he cannot make the grocery stop because the plane was over 1/2 hour late. I asked my husband if that was true...he said he did not think so. I told him I would call FL Tours and straighten it out. I called and spoke with Andy, who everyone has always described as very helpful. I found him to be anything but. He insisted the flight was late...directed me to the FAQ page on their sight and said that they were booked to tightly and there was no time for a stop. Needless to say I was not a satisfied customer...I explained my deep disapointment with him and the company. I hung up and let my husband know.
Meanwhile I accessed the Delta website to confirm the flight arrival time. The actual arrival time was 4:18PM...14 minutes late, not over 30 minutes. It is my belief that a transportation company should have a better handle on their scheduling to accomodate the services they propose to offer. Everyone knows that the travelers must get from the gate to the baggage claim and then wait for their baggage. I understand the need to fill your schedule as best as possible but it is a cost of doing business to understand how much you can fit in and what you cannot.
I called Andy back just to let him know that the flight was not over 30 minutes late and I did not appreciate that being used as an excuse. He then called me back, offended by my disappointed tone, and insisted that according to their "special" airport website the flight was well over 30 minutes late. As I write this I contacted Delta again for the flight information...the flight touched down at 4:13PM and was at the gate at 4:18PM....again only 14 off schedule.
In that last call with Andy he suggested I might be happier making other arrangements for our return transportation. I insisted that I knew his company would be professional and do the right thing by being there at our pickup time. I am on vacation, I do not want to try and make new arrangements, and this was not going to start our trip off on the wrong foot.
They did arrive on time and delivered us back to MCO with no problem.
Again I know there are ups and downs to any service organization and where credit is due I believe it should be paid. This was a disappointment to us and needless to say I do not recommend FL Tours and will never use them again. I look forward to our next trip and to returning to Tiffany.
