HERMAN SMIT SHUTTLE SERVICE

Unfortunately you do not offer the option of awarding ZERO stars! This service is the most unreliable, uncommunicative, unpleasant lot to deal with. I booked a trip from OR Tambo on September 15th and a return trip to OR Tambo on September 22nd. These trips were booked and paid for in full by August 5th. Due to a family death I had to get to my destination sooner and had to cancel the trip from OR Tambo. This cancellation was first done telephonically and I then expressed my intention to still make use of the trip to OR Tambo on September 22nd. This was accepted and I were not informed of any other conditions except that I have to supply them with a copy of the death certificate otherwise the money will be non-refundable. The cancellation was confirmed via Whatsapp and my intention to make use of the return trip on the 22nd was reiterated with 2 Whatsapp messages sent on 10 September as well as another sent on 11 September. The only reply I got was that they will refund me 50% of the cost. No further communication whatsoever from them. I therefore took it that they will pick me up on the 22nd. Come the 22nd they did not show up and when I phoned them I was told that I have cancelled my trip. This was then the first time I was informed that you have to re-book the trip. Despite the fact that messages were sent and they could have informed me of this, they choose not do so. Customer service is obviously a foreign concept to them as is replying to a customer giving them information - particularly if you are aware of their statement that they will use your service for the return trip.

Paying back your deposit is also done as they please. In T&C's it states that an administration fee of 30% will apply, but if the cancellation is less than 2 days before the trip a cancellation fee of 50% will apply. In this instance cancellation was on September 10, and the trip was booked for September 15. It is clear that the cancellation was not within the 2 day window, but I were still charged a 50% administration fee. No integrity and honesty here!

This is the worst customer service I have ever experienced. BE WARNED!