Problem with FL Tours - my situation

[wendylovesdisney]

I just got back from Disney and booked FL Tours based on the good reviews I had read here. Previously I have had very good service with Tiffany Town Car.
My problem is that I ordered a van but got picked up in an SUV which was not comfortable seating and NOT listed on the web site as an alternative anywhere.
I was not given a comfirmation of pick-up call prior to leaving Disney.
And last but certainly not least, I was picked up by a town car which was in no way going to fit me, my husband, my Mother and baby along with all of our stuff. When I questioned the driver why we got a town car, he reached into his pocket, withdrew his cell phone, dialed it, and then mutely handed it to me. I had no idea who I was talking to. It blew my mind that the driver could not handle the situation and I found myself explaining to the person on the other end that we had the wrong type of vehicle as he stood by.
The person whom I talked to said he would try to find something to get us to the airport and after a few minutes he called back and said he had no one to get us. My husband went and notified the baggage handlers at the resort and they called a taxi for us. Meanwhile I told FL Tours that I had prepaid for our transportation already and did not know if I had the extra cash available for the taxi. The man on the phone told the driver to pay for our taxi for us, which he did. We got to the airport and did get home.
Now - I think we deserve a refund due to being squished into an SUV versus the van we ordered originally, the inconvenience of the whole thing and the unprofessionalism of the whole way everything was handled. FL Tours appears to feel that because they paid for the taxi to get us the airport they held up their end of the bargain and that "this has never happened before".
FL Tours will only take cash up front so I can't dispute a credit card. My husband killed me when he heard that.
I just feel disgusted that I did not use Tiffany this time around. Heck - I never had problems with the Mears Shuttle in the past either.
-Wendy

 

[bopeep9207]

I just got back from Disney and booked FL Tours based on the good reviews I had read here. Previously I have had very good service with Tiffany Town Car.
My problem is that I ordered a van but got picked up in an SUV which was not comfortable seating and NOT listed on the web site as an alternative anywhere.
I was not given a comfirmation of pick-up call prior to leaving Disney.
And last but certainly not least, I was picked up by a town car which was in no way going to fit me, my husband, my Mother and baby along with all of our stuff. When I questioned the driver why we got a town car, he reached into his pocket, withdrew his cell phone, dialed it, and then mutely handed it to me. I had no idea who I was talking to. It blew my mind that the driver could not handle the situation and I found myself explaining to the person on the other end that we had the wrong type of vehicle as he stood by.
The person whom I talked to said he would try to find something to get us to the airport and after a few minutes he called back and said he had no one to get us. My husband went and notified the baggage handlers at the resort and they called a taxi for us. Meanwhile I told FL Tours that I had prepaid for our transportation already and did not know if I had the extra cash available for the taxi. The man on the phone told the driver to pay for our taxi for us, which he did. We got to the airport and did get home.
Now - I think we deserve a refund due to being squished into an SUV versus the van we ordered originally, the inconvenience of the whole thing and the unprofessionalism of the whole way everything was handled. FL Tours appears to feel that because they paid for the taxi to get us the airport they held up their end of the bargain and that "this has never happened before".
FL Tours will only take cash up front so I can't dispute a credit card. My husband killed me when he heard that.
I just feel disgusted that I did not use Tiffany this time around. Heck - I never had problems with the Mears Shuttle in the past either.
-Wendy

I really think you need to take this up with Andy at FL. Tours. He is an upstanding person and very fair.

 

[treehugger]

I'm confused, was the taxi that you took to the airport a standard taxi? I didn't realize that they had more room than a town car. Or did you take both vehicles to the airport? It really isn't clear in your post.

 

[laurenk]

I agree with Bopeep, talk to Andy, he is a upstanding guy. We have never had anything but great experiences with them. We plan on using them for 18 of us in March, and again in August.

 

[wendylovesdisney]

I'm confused, was the taxi that you took to the airport a standard taxi? I didn't realize that they had more room than a town car.

We took a Yellow taxi van because I was told there was nothing available from FL Tours to take us to the airport.
As you know you prepay your round trip when you get service from FL Tours. Since this meant I had already paid for my transportation to the airport it left me in a bind to pay AGAIN. I told this to the person on the phone at FL Tours (not sure who I was talking to as they were hard to understand). The rep for the company who I spoke to had the driver pay for the taxi - but this was contingent on whether HE had any money. Otherwise I would have to pay again, (scrapping the money together) and then trust FL Tours to pay me back.
As it turned out, they paid for the taxi and I got to the airport.

1) Was it worth the stress? NO.
2) Was it handled well? NO - because for it to be handled well the original driver would have said "I am sorry, there has been a mix-up, let me handle this." NOT just blankly handing me his cell phone to take care of it myself.
3) Should I also have been picked up from the airport IN A VAN when I first arrived at MCO? YES- because never did I see an SUV (what we were picked up in) in the description of "luxury van" and we were squished in together.

I have received an email from Andy. Unless I am mis-interpeting it, he feels that because the yellow taxi took me to the airport they now owe me nothing.
I thought when I was still in Florida the person whom I talked to told me they would send me a refund and I think they should give it to me. However, again unless I am taking the email wrong, they are not giving me one.

-Wendy

 

[LanaJayne]

My experience in trying to book with FL Tours did not give me the confidence to book with them. I had emailed for a quote as we were going to need transportation from the Disney Wonder to the Dolphin and then to the Airport. I received a quote within 36 hours but without information about a grocery stop or extra fees not included. Of the 4 questions on my email, only 1 was answered by Andy.
That along with having to carry the cash and pay upfront for the return trip did not feel right.
I checked with limos.com and found excellent reviews about Southern Eleganace. This is who we ended up booking with. I have to say they were so professional. Susan, Adam and George took such good care of us. This is who we will use in the future.
I feel bad for FL Tours as I had tried to book with them as they sponsor this site. However, I was worried that what happened to you would be how our vacation would end.
I'm so sorry this happened to you.

 

[treehugger]

Wendy, please don't take my question the wrong way, I just wanted clarification on what type of taxi you took to the airport, if you re-read your original post there is nothing saying you secured a van from the taxi company. I'm on your side, and I never said anything to the contrary! I am sorry you read into my post too much.

 

[AndyN]

Here is what happened.
The OP had initially reserved in for a town car online a day or two prior to arrival the husband calls in requests to upgrade the in to a van we updated their arrival information but neglected to update the return information. (We overlooked big mistake!)
When the Town car arrived the pick up location about 2 hrs and 30min prior to departure time for a return, the OP, realizing it was a town car was very up set. When I became aware of the situation, I apologized to the OP and reassured her that I will get her a bigger vehicle including a stretched limo but asked to be excused to get off the phone so I can locate a vehicle near by.

Well, I didn’t get the limo I wanted so badly or any other van around the closest is about 20mn away (this isn’t my day!). My most important concern at this time was to get them out of there as soon as possible. I called back the OP and suggested for them to take a taxi van that were on location and asked if I can speak to the driver to see if we can pay for them at that time. We asked the taxi driver how much the fare was paid the driver the fare as well as tips and off they went. Now, through it all, I kept apologizing for the mistake we did. When they got home, I sent an email and apologize once again and offered free round trip transportation. There is no doubt we made the mistake but I wish Michale, the gentleman I spoke with the night before during confirmation had said the SUV wasn’t sufficient enough so DO NOT SEND THAT CAR! That would have avoided all of this
Once again, I’ sorry for the inconveniences we had cased you
Sincerely,
Andy

 

[rsschneck]

I always like to hear two sides of every story. I am sorry for both FL tours and the original poster because there was definate lack of clarification. I know if things do not go my way I get very upset especially on vacation.

Andy - I have trust in your company that things go as planned at least 95% of the time. We have your towncar service booked for this Sunday and I am very happy not to be renting a car!

OP - Sounds like you made last minute arrangements and then changed them mid-stream. I would have double checked my round trip reservation if I had made changes to the original plans.

All the towncar companies have good and bad feedback. I looked at several before we booked with FL tours. If we like their service we might use them again in May!

 

[wendylovesdisney]

Here is what happened.
I sent an email and apologize once again and offered free round trip transportation. There is no doubt we made the mistake but I wish Michale, the gentleman I spoke with the night before during confirmation had said the SUV wasn’t sufficient enough so DO NOT SEND THAT CAR! That would have avoided all of this
Once again, I’ sorry for the inconveniences we had cased you
Sincerely,
Andy

FIRST OF ALL - Offering free round trip information in the future does not do anything for me because it assumes I would be going to Disney, and also would use you again after poor serivice. Also, I was under the impression you were going to refund us our money and think we deserve it.

SECOND - The reason you spoke to anyone is because WE called you to confirm, and by the way, most of the time you were talking to me, not my husband and my voice is not that deep. MOST IMPORTANTLY from this comment is the SUV was sent when we got to Disney World on the 5th instead of a van, and we DID NOT fit in it and were squished and there was no way to tell you NOT to send one because how could I ever had known. No one told me on the phone (I WAS the one who made the reservation), nowhere is it on the web site. I was unhappy immediately when we were picked up and made a comment even as to "when did luxury vans become SUVs?"

You may be sorry for the inconvenience, but I am sorry I used you.
If you want to try and negate what happened - please be honest and tell the truth.
I can apologize for screwing up at my job over and over, but if we caused a problem we take action and refund money. Not just throw our hands in the air and say "Gee- this never happens".
-Wendy

 

[wendylovesdisney]

OP - Sounds like you made last minute arrangements and then changed them mid-stream. I would have double checked my round trip reservation if I had made changes to the original plans.

I made the reservations a few months in advance.
I called 2 days prior to going to Disney to change to a van due to space concerns. An SUV picked us up.
We ALSO called and confirmed the night prior to departure from Disney.
A car picked us up. Never saw a van.

-Wendy

 

[wendylovesdisney]

I called back the OP and suggested for them to take a taxi van that were on location and asked if I can speak to the driver to see if we can pay for them at that time. We asked the taxi driver how much the fare was paid the driver the fare as well as tips and off they went.
When they got home, I sent an email and apologize once again and offered free round trip transportation.

What was suggested was actually for me to taxi and you would send me the money for it.
The reason you talked to the driver is becauce I told you I did not think I could afford it. Paying for the taxi was the least you could do and I don't look at it like it was a gallant gesture on your part. I had already PAID YOU.
Also you sent me an email and offered transportation next time ONLY after I emailed you to say I was expecting a refund (that I thought you said you would be giving anyway). So again, this does not seem like a generous offer, or showing concern to me either, more like a rebuttal to giving me my money back.
-Wendy

 

[wendylovesdisney]

There is no doubt we made the mistake but I wish Michale, the gentleman I spoke with the night before during confirmation had said the SUV wasn’t sufficient enough so DO NOT SEND THAT CAR! That would have avoided all of this

The more I sit here the more I GET SO ANGRY - what difference would it have made if my husband the night before had said "No SUV" or not....
FL Tours sent us a CAR to pick us up when we left. I WISH they would have sent the SUV again by mistake.
If they had sent an SUV again we would have fit (although squished)

It makes me so steamed that when I try to post my situation to this board site, and it is NOT a glowing situation - that the company who sponsors this board decides to come back and say "Here is what happened" and it is totally off track.

-Wendy

 

[wendylovesdisney]

One last thing... at the risk of seeming like a nut because I have posted on this so many times this morning (can you tell I am angry?) - the driver who picked us up when we first got to Florida needed to shave badly (looked like he never went to bad or something), and he talked on his cell phone constantly. My husband and I gathered our luggage ourselves into a pile while at baggage pick-up while the driver talked to another person who was standing around. I had to get his attention after we had everything and he walked over and said to me, "Didnt you get someone already to get your bags?" When I said "No" (I assumed he was figuring out how to get our bags into the ahem, SUV/ LUXURY VAN) he turned around to some skycaps and said "who wants it?"
The SUV was incredibly hot and I had to ask for the ac be turned on. The driver never spoke another word. After awhile I asked if we were going to the grocery store because I was unsure of where we were heading. When I was done at the store I had to figure out where the car was parked and go there as no one was watching for me.
So just more details of my bad experience.
-Wendy

 

[TammyC]

Just for my own curiousity.. what kind of SUV was it?

 

[wendylovesdisney]

I do not know the model but my 6'8" husband had to sit up front with the driver and my Mother, my baby in a car seat and myself squished in the back row. Then our luggage. So it did not appear too big to me. Our luggage filled up the back.
NOT the "luxury van" I expected.
-Wendy

 

[kirbsam]

Hey wendylovesdisney: I can certainly understand your frustration. I appreciate your candor and courage to stand up for what you deem a wrong that occured. I don't care what kind of SUV it was or how big the taxi was. It stinks and you pointed it out. It is hard to get in a debate on these boards, we all know that. Good luck in your next endeavor.

 

[bopeep9207]

Hi,
One question. Did you pay the extra 15.00 for the luxury van?

 

[wendylovesdisney]

Hi,
One question. Did you pay the extra 15.00 for the luxury van?

Yes. Because until I went back to double-check the web site I thought maybe I had made a mistake and SUV was listed as an alternative to the "luxury van". I was thinking I missed something. I made a comment about my disappointment but the driver said nothing.
-Wendy

 

[Free4Life11]

I've never even heard of this car service. We've always just taken taxis from the airports - no plans or anything to worry about and they're always there.

What exactly is this because I've never heard of it. Are they basically like a reserved fancy taxi type of thing?