Punished for their own error in their booking system

I made a booking for a shuttle on your website, ezshuttle.co.za for 11 May 2022 for 12:00 with a trailer for 3 passengers. However, when the vehicle came at 12:00 it had no trailer.

The driver assessed the items we had with us, and said the items would not fit into the shuttle. So he called Ezshuttle.

Around 12:30 I received a call from an agent from Ezshuttle and apologised for the inconvenience and explained that their cars do not allow for a trailer and the website should have not allowed the booking.

The agent then said if the driver can’t fit the items in the vehicle, I could call back and they would make an arrangement for a suitable vehicle at no additional cost.

When I called again, I was told that another vehicle would now cost me an additional charge by another agent. We were already late for departure and I couldn’t take the things I had to with my trip and I am highly inconvenienced.

I was not happy with the service received and if this was not my error that I was able to request a trailer with a car online, I felt that I was being unfairly charged and punished for a systematic error that Ezshuttle should have not allowed in their booking system in the first place.

And time was already wasted on my side and couldn’t take all the items I needed for the trip. Furthermore, if the persons responsible for confirming my trip the day prior should have informed me that your cars do not include trailers, so I could prepare and we arrange accordingly, not in the very last minute.

I would like to be refunded for the cost of the trailer for the inconvenience caused due to your own online booking system that allows a trailer to be booked with a car.