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Carissa's complaint against PlusAirportline

Carissa Butler


charged for a service I did not use

Complaint against PlusAirportline

On 3rd June 2016, I flew to Tenerife with Ryanair. Around 1am on 3rd June, I tried to book a return coach transfer online from the airport to my hotel with Plus Airport Line who works in partnership with Ryanair. However, when I got there, a member of staff told me that my name was not on the list, I hadn't been booked in to use their service, so of course, I didn't use it. The next day I received an email that said my booking was unconfirmed as I tried to book less than 24 hours in advance. However, I was still charged £22.22 for the coach transfer. I spoke to a member of staff at Plus Airport Line on15th June (when I realised they had taken the money from my account) and she advised me to send an email to the complaints department and someone would reply to me within 30 days, so I sent an email on the same day. No one replied to my email within the time limit so I contacted them again at the end of July by phone and the same lady I spoke to last time apologised for the delay and said that she can see my email and that she'd forward it to the complaints department straight away and someone would definitely reply within 3 or 4 days. When the end of August had come and I hadn't had a reply, I called again, the same lady picked up and said what she had said last time - that she was sorry and someone would reply to my email within the next few days. When I told her that she had said the same thing last time and asked to speak to a manager, she said that wouldn't be possible. When I kept insisting on speaking to a manager, she then said she was the manager. She asked me to send a second email to the complaints department, reminding them to follow up with my complaint. I did so on the same day and up until now, no one has gotten back to me, I think its pretty obvious they don't want to refund me. It has been 4 & 1/2 months and I am unhappy to say the least, please help me.

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