We booked a Direct Speedy Shuttle at Viajes Alameda. April 2017
We started the 07.04.2017 by taking the "Direct Speedy Shuttle" from Antalye airport at 21:00. The busdriver was very grumpy and yelled at some children that they werent allowed to sit in the front or eat in the bus. He stopped the bus at a cafe and store and we waited 30 minutes for another bus who had to drive us to Bella Vista Hotel. This busdriver left us 01:00 at another hotel than we had booked.
We told him many times that this was not our hotel (one girl in the bus translated it to him) Then he wanted us to find our own hotel up a steep road and many stairs with a wave of his hand in the middle of the night and tried to drive away.
We had to knock at the vindow and lower our voice to get him to drive us to our original Hotel. He was aftervards angry at us that it was a little bit difficult to turn the bus at the road.
The direct Speedy Shuttle from Antalya (AYT) Airport we have ordered took around 4 hours to our hotel at Alanya.
The 13.04.2017 We changed hotel afterwards and requested to be picked up at the new Hotel. The new hotel is 20 km nearer to Antalya airport and on the road for all busses to the Airport and much easier to get to. We got a new Voucher and I asked what time we would be picked up at Hotel Haydarpasha Palace and got the response: that we should call the buscompany: "USLU TURIZM"
The day before we should use the shuttle, we got the reception to call the buscompany at 11:00 o clock to ask for pick up time and they got the answer that the company would call the reception around 19:00.
We walked back to the reception at 19:00 asked the reception if the company had called back and they said no. I and the receptionist contacted the Transport company USLU Turizm around four times and they refused to pick us up from our Hotel. But they said that it wasnt possible. They wanted us to go back to the old hotel to be picked up at 6:00 o clock. I have told them that I had a new voucher from Shuttle Direct... and they hung up on us.
The receptionist told us that there were allways problems by using the company USLU Turizm and Shuttledirect. They were tired that the customers never could count on these companys and that we always should use travelcompanys airport transfers.
We wrote for help by your company but received answer the next day when we sat in the flight.
We had to book another taxi from our hotel: Kiwitaxi Micro to 53 Euro. They was there on time and we were able to reach our plane.
We expected to get the refund from our return trip. But I havent got an answer from Viajes Alamedas or Holiday Republics (which they are working with in Turkey). I have later read the reviews that convinced me that this was a good bus company and found out that the only reviews you can find is from shuttledirects own homepage. If you look long enough you can find bad reviews on sites that arent owned by Shuttle Direct. I dont know if Shuttle Direct are functioning in other countries than Alanya/Antalya. But here they have big problems with the USLU Turizm company they are using."
Lotte, do you live in Spain and is this why you booked a transfer in Turkey with an agency based in Benidorm? I ask because if that is the case then it is Spanish consumer law that will primarily determine your rights in this case but the majority of members on this site are based in the UK so I'm not sure that any advice they could offer will apply to your situation.
Ok, I'll have a stab at this. This is how I'm reading it.
1. Viajes Alameda is a Spanish registered travel agent, who just happens to have their head office in Benidorm.
2. They have a trading arm supplying transport called Shuttle Direct.
3. To supply transport in various European countries, they sub- contract out to local firms....in this case in Turkey USLU TURIZM.
I'm not sure who is responsible, is it the local supplier or does the onus still fall back on the parent company ( Viajes Alameda) sub- contracting out?.
The poster is saying that she is not getting any help/advice or whatever from either Viajes Alameda, Uslu Turiz or Travel Republic, then I would contact the Oficina de Consumidor (OMIC) in Benidorm, for the simple reason they (Viajes Alameda) are trading from Benidorm.
OMIC
Plaza Canalejas, 1
Centro Municipal Torrejó
03501 Benidorm
Fax: 96 585 13 06
E Mail: omic@benidorm.org
The problem I see here is this....
In Spain every registered business has to carry a complaints book and it's a book of forms called Libro de Reclamaciones .
They cannot refuse to give you this form and to set things in motion, you follow the procedure of filling in the nature of your complaint on the form, which is carbon copied, so actually you only fill in the top copy.
The form tells you who keeps a copy and which coloured one to send to OMIC. The document instructions are in English as well as Spanish.
They are the equivalent of Trading Standards in the UK, but with a lot more clout and it's a free service.
What do they do? ( Translated from Spanish)
1. They offer information, help and guidance to consumers.
2. It is in charge of the reception, processing and mediation of the claims that are presented directly by the consumer or that they are sent to him by other Offices of Information to the Consumer.
3. Promotes the education and training of consumers.
4. Collaborates with other public and private entities, also dedicated to the protection of consumers.
5. Refers to the Consumer Arbitration Board those claims in which a mediating agreement has not been reached. In general, it performs any function that contributes to the protection of consumers
So, the only thing I can suggest is to get in touch with OMIC via the email address and explain the situation. They MAY (if you request) supply you with the form to print off..... You can "do" this on-line, but unless you understand Spanish , it's difficult....although some offices do offer the service on-line in English.
http://benidorm.redomic.com/
Also, I would strongly suggest that during any contact with OMIC, you keep it to the point and state what you want from this, i.e, the money refunded for none transport.
OMIC will want COPIES of any documents, tickets etc. that you have, otherwise they will not take your case on board.
Quote:
The consumer must formulate the complaint inquiry in a detailed manner, as well as always indicate in a concrete and clear way, what he is asking for.
In addition, you must provide at least the following documentation:
• Personal data, including name, surnames, address, telephone, mail and fax of the consumer, among others.
• Data of the company or establishment that is the subject of the complaint, including the commercial name, business name, address and telephone number.
• Documentation related to the case. Tics, invoices, budgets, contract documents, receipts and even advertising information must be provided.
. In order to validate said claim must be processed by the general registration of the municipality of Benidorm.
The fact that the bus could not get directly to the hotel door or the driver being angry, both are irrelevant, because there are many hotels in Spain that I know of, where it is impossible to get a bus down the street, and you have to accept this, also eating/drinking is not allowed on all the transfer buses that I've travelled on.
I don't know how much we are talking about here with regards to the amount paid for transfers, but unless it's a considerable amount, I would go so far and then reluctantly chalk it down to a bad experience, I'd never use them again and I'd flood the internet with a bad review.
I can be evil when I want revenge. 
**** Please let us know how you progress with this ****
The time spent trying to help, is just as important to those who reply and when the original poster doesn't acknowledge the effort or have the courtesy to come back, it's disheartening and rude.
Sanji
1. Viajes Alameda is a Spanish registered travel agent, who just happens to have their head office in Benidorm.
2. They have a trading arm supplying transport called Shuttle Direct.
3. To supply transport in various European countries, they sub- contract out to local firms....in this case in Turkey USLU TURIZM.
I'm not sure who is responsible, is it the local supplier or does the onus still fall back on the parent company ( Viajes Alameda) sub- contracting out?.
The poster is saying that she is not getting any help/advice or whatever from either Viajes Alameda, Uslu Turiz or Travel Republic, then I would contact the Oficina de Consumidor (OMIC) in Benidorm, for the simple reason they (Viajes Alameda) are trading from Benidorm.
OMIC
Plaza Canalejas, 1
Centro Municipal Torrejó
03501 Benidorm
Fax: 96 585 13 06
E Mail: omic@benidorm.org
The problem I see here is this....
In Spain every registered business has to carry a complaints book and it's a book of forms called Libro de Reclamaciones .
They cannot refuse to give you this form and to set things in motion, you follow the procedure of filling in the nature of your complaint on the form, which is carbon copied, so actually you only fill in the top copy.
The form tells you who keeps a copy and which coloured one to send to OMIC. The document instructions are in English as well as Spanish.
They are the equivalent of Trading Standards in the UK, but with a lot more clout and it's a free service.
What do they do? ( Translated from Spanish)
1. They offer information, help and guidance to consumers.
2. It is in charge of the reception, processing and mediation of the claims that are presented directly by the consumer or that they are sent to him by other Offices of Information to the Consumer.
3. Promotes the education and training of consumers.
4. Collaborates with other public and private entities, also dedicated to the protection of consumers.
5. Refers to the Consumer Arbitration Board those claims in which a mediating agreement has not been reached. In general, it performs any function that contributes to the protection of consumers
So, the only thing I can suggest is to get in touch with OMIC via the email address and explain the situation. They MAY (if you request) supply you with the form to print off..... You can "do" this on-line, but unless you understand Spanish , it's difficult....although some offices do offer the service on-line in English.
http://benidorm.redomic.com/
Also, I would strongly suggest that during any contact with OMIC, you keep it to the point and state what you want from this, i.e, the money refunded for none transport.
OMIC will want COPIES of any documents, tickets etc. that you have, otherwise they will not take your case on board.
Quote:
The consumer must formulate the complaint inquiry in a detailed manner, as well as always indicate in a concrete and clear way, what he is asking for.
In addition, you must provide at least the following documentation:
• Personal data, including name, surnames, address, telephone, mail and fax of the consumer, among others.
• Data of the company or establishment that is the subject of the complaint, including the commercial name, business name, address and telephone number.
• Documentation related to the case. Tics, invoices, budgets, contract documents, receipts and even advertising information must be provided.
. In order to validate said claim must be processed by the general registration of the municipality of Benidorm.
The fact that the bus could not get directly to the hotel door or the driver being angry, both are irrelevant, because there are many hotels in Spain that I know of, where it is impossible to get a bus down the street, and you have to accept this, also eating/drinking is not allowed on all the transfer buses that I've travelled on.
I don't know how much we are talking about here with regards to the amount paid for transfers, but unless it's a considerable amount, I would go so far and then reluctantly chalk it down to a bad experience, I'd never use them again and I'd flood the internet with a bad review.
I can be evil when I want revenge. 
**** Please let us know how you progress with this ****
The time spent trying to help, is just as important to those who reply and when the original poster doesn't acknowledge the effort or have the courtesy to come back, it's disheartening and rude.
Sanji
-
Edited by
Sanji
2017-04-23 00:21:10
Typo errors
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