Our plane was delayed arriving in Venice and I called the offices of the the agent to advise them - although I shouldn't have had to - from our airport of departure which was in Sicily. I was informed that the boat company "checks the flights" (as common sense would dictate) and that although the desk would be closed there would be a notice at the desk for us. Although our delay meant that the offices of the boat company would be closed when we arrived (they close at midnight and we arrived one hour later), our plane departed from it's origin just after 11pm - so no excuse for not knowing EXACTLY when we would arrive in VCE. I was travelling with a friend in a wheelchair and I have used these boats before, so I know EXACTLY where the office of the boat company is. Fortunately the airport assistance agreed to help us all the way to the boats as it would have been extremely difficult otherwise. We stopped at the office of the boat company on the way there and there was NO SIGN. When we arrived at the docking point for the boats - NO BOAT. I then called the emergency number on the voucher using my mobile and was told that the the boats had gone back to Venice and that we would have to wait half an hour for the boat - bearing in mind we were already delayed and it was very cold waiting around on our own in the middle of the night. I tried not to complain too much as I was afraid we would be completely abandoned, but I did ask why there had been no boat waiting as they knew exactly when the flight would arrive. I was brusquely told that I could cancel and have my money back! Great! How the hell would we get to our accommodation otherwise - the place was utterly deserted! The boat arrived a little more than 20 minutes later and took us to our accommodation. When I complained the following day over the phone the lady basically spoke over me the whole time and then ended-up putting the phone down on me. I then followed-up with an email and was told that there WAS a notice at the desk for us (there wasn't and this was witnessed by three people other than myself - the two airport assistance men and my friend) and that the note explains to call a number to summon the boat and that the boats are not allowed to wait, blah, blah. Basically, it seems to me that when there is a problem, this 'service' company just evades and diverts responsibility. I wouldn't have been so annoyed if they had just apologised, but since all they have done is justify themselves, in my opinion it shows that they WILL do the same again and have learnt nothing. Imagine if this had been two elderly clients without mobile phones. Imagine if the airport assistance had not been so accommodating. The final outcome was that the 'service' company said that I should take up my complaint with the airline. In other words, it was all the fault of the delayed aircraft. Be warned.
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