Can anyone advise me if there is a governing body with regards to airport transfer companies. I'll try to keep this a short as possible. We ordered an 'express shuttle' with A2B taransfers from Heraklion airport to accomodation in Stalis for 4 adults and 2 infants. The 'unit description' of an 'express shuttle' on their website prior to departure was as follows:

"Express Shuttles are speedy and a great value way to travel. Express Shuttles run on scheduled times from airports with a max 45min waiting time before leaving the airport with stops en-route to drop off/pick up other clients. NB: Transfer times for Express shuttles will vary depending on how many stops they have along the way, however the Express shuttle buses only seat a maximum of 8 passengers. They run between Airports and Hotels only"

I know this was the exact description given as I printed off a copy in case of any problems on arrival. Having booked a standard shuttle transfer before with a different company we didn't want this type of basic transfer again as our previous expereience wasn't a good one, having taken a ridiculous amount of time to get to resort. With 2 10 month old babies in tow the 'express shuttle' sounded ideal - not as expensive as a private taxi but with 8 passengers maximum not many drop offs before ours.

When we arrived at Heraklion airport we proceeded to desk 1A as instructed on our transfer voucher and were directed to a 56 seater coach. We advised this wasn't what we had booked and showed the representative the printout from your website, only to be told that they didn't provide this kind of service and this was never offered. If this is indeed correct then it is clear A2B are selling a product that they or their providers cannot supply as they simply don't offer this service. We were told to either get on the coach or pay for our own taxis to resort. At this stage we were told that as we had booked an 'express shuttle' we would be the third drop off so relctantly boarded the coach.

We were actually the eighth drop off. I rang the emergency number on the transfer voucher the next morning to take up this matter but got a message saying that this number was currently unavailable. This was the case throughout the duration of our stay. The return transfer was the same story. We were picked up in a smaller coach (approx 40 seats) but had 5 other pick ups before arriving at the airport. Another couple who had booked a standard shuttle transfer from the same accomodation were actually on the same coach.

Since returning home I have checked the website again and the 'unit description' of an 'express shuttle' now reads as follows:

"Express Shuttles are speedy and a great value way to travel. Express Shuttles run on scheduled times from airports with a max 45min waiting time before leaving the airport with stops en-route to drop off/pick up other clients. NB: Transfer times for Express shuttles will vary depending on how many stops they have along the way. Express shuttle buses have a maximum of 4 Stops. They run between Airports and Hotels only."

It is clear that the description of an 'express shuttle', upon which the transfer was booked, was not provided to us. Even the revised description now displayed on the webiste was not the service offered to us. In view of the above I emailed A2B a week ago for a full explanation and reimbursement of monies paid as I do
not expect to be offered a service that seemingly doesn't exist. Furthermore I do not expect to pay for a product that is not then provided.

To date I have had no response. Just wondered what the next step would be.