Dear Natalie and Friend,
We at A Blue Charter want to address your concerns regarding the delay in your driver’s arrival and clarify the situation in detail. We understand your frustration and regret that our explanation about traffic and GPS may not have provided the clarity you needed. Please allow us to elaborate.
The delay was due to traffic conditions outside our control. GPS technology offers only periodic updates and calculates estimated travel times based on the starting point and destination. It does not automatically account for extra stops unless those are manually entered, nor does it provide real-time updates unless actively monitored. GPS also only reflects accidents once they are reported and updated on the system. Unless you were continuously tracking the route, you wouldn’t have the full picture of traffic conditions. We apologize for the inconvenience, and as I mentioned directly to you, “I understand your frustration; if I could make the van fly to you, I would.” Norman, your driver, also apologized upon arrival, though this was not acknowledged by your group.
When you expressed concern that you might be left at the port, I reassured you by saying, “We never leave anyone behind. If there was ever a mechanical breakdown or an accident preventing us from reaching you, we would get you home via Uber or Lyft.” You then asked for an Uber or Lyft immediately. I explained that since the delay was caused by traffic—not a mechanical issue—the driver was still en route and only the owner (who was your driver) could authorize such arrangements.
As outlined in the confirmation email sent to your friend, all relevant terms and conditions were provided. The most pertinent section reads:
Other Liability Limitations and Disclaimers – While Cruise Port Connections will make every effort to make timely conveyance of passengers to their points of embarkation, Cruise Port Connections shall not be liable for any expenses, losses, or other damages due to any delay in conveying the passenger to the point of embarkation. Cruise Port Connections reserves the right to send any sized vehicle deemed necessary for your transportation depending on passenger load. Cruise Port Connections reserves the right to cancel any scheduled bus conveyance prior to departure, in which case a full refund will constitute full settlement to the passenger and will terminate all liability on the part of Cruise Port Connections and its agents relating to that Bus Transportation.Cruise Port Connections reserves the right to make any changes to the schedule (time, location, etc.) in order to accommodate our schedule in any way necessary to complete the scheduled transportation.
The driver periodically checked his phone to monitor GPS for any reported accidents, so he could possibly detour and bring you back to Venice in less time. This was done with your convenience in mind.
If you believed the driver was reckless or nearly caused accidents, we urge you to contact our dispatcher immediately so such issues can be addressed in real time. Safety is our highest priority, and we would have spoken to the driver at his next stop to avoid any distractions while driving. Addressing concerns promptly helps us maintain the standards you expect.
I want to thank you for taking the time to give us a review. I hope you have a better understanding of the occurrence.
Sincerely,
Maureen
Co-Manager
