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Business Profile

Airport Transportation

Go AirLink NYC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airport Transportation.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/23/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid for a round-trip airport shuttle from ****** to the Courtyard Marriott ***/ ******** I paid for the service in advance via credit card. The cost was $216.30 The return pick up from the hotel was set for 4:55PM. I was not informed from my airline that my flight was cancelled until after 4:55PM. I immediately called United to try to get another flight out of Newark the same day. There were no flights-out so we did not use the shuttle service that day. United booked us a flight out the following morning at 6:30AM. Go Airlink refused to give us a ride to the airport the following morning and refused a refund for the return trip. They claimed we lost our ride because we did not cancel the ride. How could I have cancelled the ride if I did not know our flight was canceled until after 4:55PM? I should be refunded have of our round-trip fare I booked. It is outrageous I was not granted a return ride to the airport for which I paid.

  • Initial Complaint

    Date:08/12/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On July 19, 2022, I made an online reservation for my daughter, *********************, from *** to *********** for a 4:05 PM shuttle, which was confirmed by email (Reservation *******). They did not show up at 4:05 PM so we called every ***** minutes and they kept saying they were on their way and they would call us. We never got a call. After about an hour and 15 minutes, I called one last time and they then claimed that the reservation was at a later time and they tried to call us but it went to voice mail. We have no record of any incoming or missed calls. Finally, my daughter had to take an Uber so she would not miss her flight. I was then told both by phone (July 19) and email (July 20) that my money ($45.16) would be refunded within 3-5 business days. I waited and received no refund. I emailed again and got no response. I waited another week. I filled out their online form again and was told this time that I would not get a refund, because we were a no show. I emailed and explained the situation again (that they were a no show) and got no response. I have never before had an experience with customer service where they just ignore you. I think this company is a scam or is so poorly run, it should not be allowed stay in business. I should have looked at Yelp before I booked because 80% of the reviews are a 1, the lowest score you can give.

    Business Response

    Date: 08/29/2022

    The customer's refund has been processed. They should have it back on their credit card in 3 to 5 business days from today.

     

    Kind regards

     

    ******

Go AirLink NYC is NOT a BBB Accredited Business.

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