Unfulfilled Promises

Citybug are so inflexible, abrupt and not helpful at all! I have travelled so many times with them, every second week in fact - simply because I do not know of another shuttle service doing the route they do. Every time I ask questions via email I get an abrupt and rude response.

I was in a smash and grab last week and therefore requested to change my trip to an earlier time, out of fear of travelling at night in my own car once I have reached the airport with the shuttle. Firstly, I was not informed of an admin fee to make this change, as I thought under the circumstances the human heart would be understanding for me making a change WELL in advance (3 full days), and the fact that I am a regular customer. The ticket change was made without my knowledge of the admin fee, which I then requested if it could be forfeited due to me being a regular customer. I was told no, so I paid the admin fee as I now had no choice because it had already been done. I also had earlier correspondence with City Bug, requesting information regarding the 11th free ticket because I am a frequent traveller. I was simply told "Book 10 then get the 11th one free." No where did the correspondent mention any terms and conditions??? I am now on my 11th ticket, but still no complimentary ticket!!! Which I was told today does not apply to online bookings, so all of this time I have been under the impression that I am getting a loyalty program underway, yet I have been misinformed!

I am utterly disgusted in this lack of service.