Thank you for your feedback. We’re sorry to hear that you were unhappy with your experience, but we would like to clarify a few important points regarding your booking.
- During the booking process, you are asked multiple times to provide and confirm your flight arrival and departure times.
- You are also required to review your booking details and tick to confirm that you accept the terms and conditions.
- Once the booking is completed, a confirmation email is sent which clearly outlines the information you have entered, including your flight details and the scheduled collection time for your return journey.
It is the customer’s responsibility to carefully check all details throughout the booking process and again upon receiving the confirmation email to ensure everything is correct.
In your case, your return transfer was scheduled for 4:00 AM based on the 10:00 AM flight departure time that was entered at the time of booking. This booking was made one month prior to travel, and we would have been more than happy to assist with any amendments during that time.
However, your request to change the collection time was made at 8:25 PM the evening before your scheduled early morning transfer. At that stage, the schedule is already in place, and due to high demand—particularly on weekends—all drivers are fully booked. Unfortunately, this means changes cannot be accommodated at such short notice.
When you spoke with the transfer company, you mentioned that the booking was made by an assistant so perhaps that's where an error could have occurred.
While we understand that mistakes can happen, the confirmation email provides an opportunity to review and correct any inaccuracies well in advance of travel.
To clarify, we did not state that we would only help if you paid again. We explained that your original transfer could still go ahead as scheduled at 4:00 AM. However if you did not want to go ahead with your scheduled transfer, the only alternative available at that late stage was for us to try and find a completely new, last-minute transfer with one of our transfer providers.
For transparency, the following is outlined in our terms and conditions:
"From the point at which a Booking is made, Snowcompare acts solely as an intermediary by transmitting details of the Booking to the Supplier, and by sending You a confirmation email detailing the Booking.
You are solely responsible for checking all information in a Booking is correct, including contact email and mobile phone number. Any inaccuracies in contact information, dates, times or locations could lead to additional fees if, as a result of correcting these inaccuracies, the Quotation is different.
Snowcompare is not responsible for transfer planning, setting collection times, or for the Supplier and the individual driver’s schedules and timings, or for any issues arising from these. Nor is Snowcompare responsible for any last minute changes to timings by the Supplier in their best judgement given the traffic, weather or any other situations. These matters are solely handled by the Supplier and the responsibility for all decisions regarding transfer timings is solely theirs."
We always aim to provide a clear and transparent service and assist our customers wherever possible within the constraints of the booking and supplier availability."
