Complaints

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.

• Initial Complaint

  Date:07/25/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Better Business Bureau:
  
  At this time, I have not been contacted by Go AirLink NYC regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  nt made us feel neglected and frustrated, especially when told they could not help us and to call line 18 on the courtesy public phone again. Using a public phone in this time of COVID and other viruses is archaic and unsanitary, and expecting your customers to use such a method is unacceptable. Secondly, we landed at 2:34pm and did not arrive to the hotel until nearly 6:00pm. This means it took us nearly 3 hours to reach our destination due to multiple pickups at the airport. This delay is inexcusable and reflects poor planning and coordination on your part. Additionally, the driver who eventually picked us up was quite aggressive in his driving. This behavior is highly unprofessional and made our journey uncomfortable and stressful. While the cost of the shuttle service was reasonable, the quality of service provided was far from acceptable. I expected a seamless and professional experience but was instead met with disorganization, poor communication, and unprofessional conduct.

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 pick-up service. On my return, this company didn't pick me up from *** to take me home. They told me they did not have anybody to pick me up, that I should take a taxi, and that I would be reimbursed. I called them on 08/23/23 @ 6:49 pm and spoke with C.Service ****. He again told me that I would be reimbursed in 3 weeks. I called again on 10/11/23, and the customer service Mai told me that none of the C.service placed a refund on the system for my reservation. She refused to let me speak with a supervisor and hung up. I called again and told her.I had her name and the right to speak with a supervisor; for the second time, she hung up the phone. Later on the same day, I got an email from this company saying that I called them to cancel my pick-up reservation for 08/18/23. When I logged in to the "GO Airport Shuttle" website, I found that they CHANGED the information in their system, showing that I had canceled the reservation! (see the email they sent me on 10/11/23). Since then, I contacted different agencies. I called 311, and they told me to file my complaint with the Attorney General. After months of waiting, she said it was the wrong agency. This is not a matter of money; this is a matter of principles and rights. This shuttle company not only stood me up but also denied my right to speak with a supervisor and falsified information to avoid their responsibilities.

  Business Response

  Date: 07/14/2024

  Hello BBB,

  To clarify, Go Airlink NYC was the service provider for this client's reservation, which was outsourced to us from GO With US (as shown on her confirmation). As such, the refund process must be handled by them.
  
  Please be assured that the refund has been approved on our end. We will follow up with GO With US once more and check the status of your refund on client's behalf.

   

  Best regards,

  Client services

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  the other yet Group B (my group) waited over an hour before deciding to hail a taxi and take it to the airport. While we were waiting, Group A experienced a very traumatizing experience. The driver became irate and kept hanging up on calls from Go Airlink several times according to witnesses in the car. He became more irate when Group A told him we chose to take a taxi to the airport instead of waiting. You have to understand, Group B (my group) feared we would miss our flight as the flight time was quickly approaching and he was still not there. Because of this terrorizing experience, I am requesting to be reimbursed for this trip as well as the taxi charge which Group B (my group) had to pay out of our own pocket. I will not accept anything less because this was such a scary experience and Group A truly feared for their lives.

  Business Response

  Date: 05/24/2024

  Good afternoon,

  In response to the reported incident, today, we processed a 50% refund for the trip in question. It's important to note that this refund reflects the service rendered for one group, as part of the total reservation.

  We believe this is a fair resolution considering the circumstances and hope it helps alleviate some of the concerns raised.

  We are committed to ensuring that such experiences do not recur in the future.

  If there are any further details or concerns, you'd like to discuss, please feel free to reach out.

   

  Best regards,

  Client services

   

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  (Go Airlink NYC) that provided confirmation #****** for a 4:30pm pick up and failed to show leaving my wife stranded at the airport, missing meetings and separated from her teenage daughter attending a national competition as a chaperone. Go Airlink has hung up on my wife several times and has refused to refund citing that they arrived at 4pm with other customers and that she was a "no show" We have the emailed confirmation from GO Airlink confirming a 4:30pick up for reference. We would have accepted a "make good" for a return flight shuttle but instead we were treated with disregard ..............can you assist in support ?

  Business Response

  Date: 04/15/2024

  Please note that the client's refund has been processed today. They can expect to see the funds reflected on their credit card in 3-5 business days.

  Best regards,

  ******

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]In my original complaint, I acknowledged the business refunded the initial cost for the transportation.  That is part 1 of this complaint.  If they read further, the second part is my luggage was damaged due to their negligence which was sending their driver to pick up 4 passengers in a ****** Altima with 4 pieces of luggage.  My luggage was shoved in the trunk and was damaged by as object in the trunk as the driver was trying to close the trunk.  If you look at the original complaint, a photo was provided showing the damage to the luggage.  A receipt was also previously provided by ***************.  This problem was a dispatch problem.  The driver was trying to save their reputation as I should have been picked up 2 hours before this driver ever showed up.  She didn't want me and my 87-year old mother to stand in that parking structure any longer.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  umber of pieces that were stuffed in the trunk and being lodged against something that was in the trunk. The luggage was not in that condition upon arriving in **. I want to say the driver from Airlink was very nice and was just trying to help dispatch from a mistake they made. They knew 4 people and luggage could not fit in that car and she wasn't the original driver.I reported the incident to *********************** on May 13, 2023. In addition to an email, I sent pictures of the damage to my luggage. As I informed ***, I had to purchase luggage to get home due to the damage. They reimbursed me for the amount I was charged for the ride. I am still waiting to be reimbursed for my luggage. I have been emailing since May 13, 2023.

  Business Response

  Date: 02/12/2024

  Good morning,

  Please note that the client was refunded on May 18th, 2023 in the amount of $81.22 which would cover the cost of the client's suitcase.

   

  Best regards,

  Client relations

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business is not looking at the facts and the history of this case.  The ***** was refunded because I waited almost 2 hours for the ride I scheduled.  The refund has nothing to do with the luggage.  If they look at their records, they will see correspondence beginning the next day with ***********************.  ***'s response has been I need to talk to management.  

  It is very sad that this business does not want to take responsibility to a problem that they created.  The driver doesn't know there was damage like I didn't know until I checked in my hotel.  However, I know what happened and how the luggage had to be forced into the trunk of the small ****** Altima trying to carry 4 passengers with luggage.  The driver was trying to compensate for a dispatch mistake from the business.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 03/19/2024

  Dear BBB,
  
  We regret to inform you that we do not concur with the client's allegations.
  
  As a gesture of goodwill, we have issued a full refund for her reservation, which should cover the cost of her luggage. We disagree with the assertion as there is no evidence indicating that the bag was mishandled by our driver. It is possible that the damage occurred for various reasons, including mishandling by the airline.
  
  We appreciate your understanding regarding our response.

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi,

   

  Please issue check to:

   

  **** ***
  
  ***** *****************
  
  *******
  
  ***
  
  ********* ****
  
   Alternatively, please call ** *** *** ****

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  be another hour before one could arrive. I told her I wanted to cancel the booking, Id already waited too long, that Id get a cab instead. She put me on hold while she said shed try to delete my credit card details from her system, and eventually got back to me saying that my details had been deleted.On returning to my home in *********, I found that my credit card had been debited on September 28 for $32.64US.I have tried to contact Airlink direct via their website contact us link, three times within the last two weeks and have had no response whatsoever. No acknowledgment, no rejection of my claim, no response at all.Hopefully, you guys can help.One other thing, postcodes in ********* only have four digits. Mine is ****, but I had to add a zero so your system would accept it.

  Business Response

  Date: 11/20/2023

  Hello,

  We have tried refunding this reservation multiple times, as shown attached. However, we are always getting the same error message. As per our accounting department, looks like the client closed that account, not alowing transactions to go through. 

  If client provides a good mailing address, we would be more than happy to send a refund check.

   

  Best regards,

  ******

  Customer Relations

  Business Response

  Date: 01/12/2024

  Please be advised that the check will be mailed in the following week to the address provided by the client.

  Should the client not receive one in ***** business days, she can feel free to give us a follow up call at ***************.

   

  Best regards,

  ******

• Initial Complaint

  Date:08/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 7/28/2023, I went on to Go Airlinks website and purchased a shared ride from ***************** to ****** Airport. I was charged $130 on my MasterCard that went through on 7/29/23. I was about to board my flight on 7/29/23 in ******** to fly to ********* when I received an email stating my ride was cancelled. I responded asking why and the person from the company stated that they did not have direct rides from the two airports. I would not have had a ride if I had cancelled at that point. I wrote that the companys website allowed me to type in a shared ride and departure location (which was *********) and arrival location (which was **************) and the website took my credit card information and charged me. The person said I either had to cancel or pay an additional $64.17. Since I was in a precarious situation, I went with paying but I requested someone to contact me from the company which never occurred. I still have the emails rom that discussion. When I returned home, I emailed the company two different days but they did not respond. I finally called their number and the customer service person was able to locate my two emails due to the confirmation number I received from the original email confirming my shared ride. I then spoke to a supervisor ****** who stated that they only could give me a 10% return and not the entire $64.17 even though it was their websites fault or false advertisement. I called on 8/4/23 and had about a 40 min call. Today is 8/10/23 and there is no 10% refund on my credit card statement.

  Business Response

  Date: 08/21/2023

  Good morning,

  Go Airlink NYC does not provide shared shuttle service between airports. Our shared shuttle service operates between 3 *** Airports to Manhattan and vice versa. 

  Due to a technical issue, the website allowed the client to book ******************. Once noticed, the client was contacted and offered an option to either receive a full refund for the service we can't provide or to upgrade to a private transfer for the additional cost to which the client agreed. 

  As a curtesy gesture for not contacting the client earlier, we have refunded the 10% of the booking costs on August 8th, 2023. We kindly suggest that the client contacts their credit card company for more information. Refund transaction approval code is ******. 

   

  Best regards,

  ******

• Initial Complaint

  Date:02/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   My credit card only recently expired so this did not apply during the two months I was waiting for the refund and the company wasnt actioning it. The company has reached out for my PayPal details and I provided this a week ago and am still yet to receive the refund via those means instead now. I do not consider the complaint closed until I actually receive the refund.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************************
  
  
  
  
   
  5 February and called as well and there is no explanation as to what is happening with my refund. This is impacting on my credit card as I have not paid the amount ($79.20) off and I am receiving monthly interest charges on this. I would like the company to immediately action my refund as they have now promised on multiple occasions and provide evidence this has actually been done.

  Business Response

  Date: 02/24/2023

  Good afternoon,

   

  We are showing this refund as unsuccessful due to the client's credit card used for payment expired in the meantime. We will be reaching out to the client in order to obtain new information so we can process the refund accordingly.

   

  Best regards,

  Client services