I am writing this review a week after complaining to the company and not having had a reply.
As the complaint was about the (lack of) service provided by the company on Saturday 14 August.
We called at 10.42pm to say we had landed and were told by the reception that due to the fact they were so busy we had to expect a bus in around 20 minutes at bus stop A. Although the paperwork/contract we had states that buses run every 10-15 minutes 24 hours a day I appreciated there were "pinch" times and accepted this minor delay.
When no bus had arrived I called again at 11.10pm to see what was happening I was told one bus was on the way. When it arrived there was only enough space for a family of eight who had told me that they had already been waiting for over one hour. We asked the driver when the next bus was coming and he said there was another only a couple of minutes behind.
I waited until 11.19 then called again, pointing out that we had already been waiting longer to be picked up than it had taken my wife and I to fly from Dublin. The receptionist then said one should be arriving even as we were speaking at which it did arrive in the car park.
When we got back to the car park I complained about the service and asked what the complaints procedure was. Another gentleman told me it was him and I should email him which I did (through the bookings email as I could not find a complaints email despite this being written in their t&c's).
Whilst I accept that problems arise (taxi drivers not turning up etc) that is not my problem, it was theirs. They had entered in to a contract with me to provide a service and failed to do so. I had paid money based on the criteria advertised but did not get a service equivalent to that. There were four other sets of customers that were left displeased by the service all waiting at the bus stop together.
I have deliberately not expressed my displeasure on any trip adviser (or similar) web pages until now as I believe that people need to be given a chance to respond first in order to ensure myself and other customers are not put through this type of situation again. I am still awaiting a response.
By way of being constructive can I suggest that cars be made easily accessible to returning customers and in a sufficiently lighted area so it is easy to check for damage before driving off (again as stated in t&c's). When I enquired as to where my car was I was told to press my key fob and the lights would come on! In my opinion this was not the best piece of customer care I have ever had.