Matter settled with Massif Soleil Transfers. Post deleted.

A snowHead

Massif, not sure your maths add up as from what I can see you got 6 people in a minibus which means income of €390 (after the €20 refund) less costs of €118 ie a profit of €272. If you had sent 2 minibuses (which you probably should have done) then your profit across both bookings would have been €154. Might I suggest that your offer is a bit on the light side to make this problem go away? You had must of this site with you (even though you shouldn't have really swapped a private to a shared transfer) but a fear that by trying to push your point you might see the pendulum swing.

Perhaps the real lesson here is that you need to have a minimum if say 4 for a private transfer.

A snowHead

genepi, pam w, No offence intended, I was just looking for a pattern. Much of my family is Irish too and most of them are quite sane, but uncle Micheal.....well he's different.

Well, the person's real but it's just a made up name, see?

Rather entertaining thread!

OK one thing I'd like to say is I don't like to see name calling on Snowheads, I love this site and generally the folks on here are lovely individuals and there's a nice amount of 'banter' without verging on being offensive. I don't like to see people being called 'knobheads' and whatever else after a cople of posts or throughout, OK sometimes people may deserve it but I don't like it.

I got bored so didn't read all the posts, maybe I'll go back as the talk of 'tail' I missed!

In my opinion giving that kind of notice isn't acceptable and changing without the customers prior agreement was asking for trouble-it comes across as a money saving exercise on the transfers companies behalf as others have said. If it were me yeah I guess a good apology and a decent refund would have satisfied me. If it was a honeymoon I see the OP's point it's not just another holiday and you want things to be right so your margin of acceptability may be somewhat changed.

Resorting to name calling is just unproffesional IMO, years ago I used to work in a customer facing roll as my main job and have instructed. Yes you get hard to deal with customers but it's all part and parcel of not being able to pick your customers, I've been ranted at and had to diffuse situations with where customers were being very threatening with other members of staff. Part of me wanted to slap them but it was my job so remained proffesional.

Neither of you comes out great from this, but to be honest assuming there is a long list of transfer companies availible I'd have sucked this up and avoided the bad press and nipped it in the bud earlier on. I'd not use your company based on this.

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Having now looked at the company website - The client had booked a private transfer and the company changed it to Shared Plus - This reduction in service level is a one-way price difference of €5 per person, less than the cost of a beer.

I cannot believe what all the fuss is about.

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Frosty the Snowman, utterly agree, but great fun all the same

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red 27,

I got bored of reading all the long emails.

Frosty the Snowman, I'm surprised the cost difference between the private and shared is so little. Which such a small difference I'd have thought more people would want private and wouldn't be as profitable.

After all it is free

Grizwald, What the site does not indicate is the price of a "Shared" transfer as opposed to the price of a "Shared Plus" or "Private" transfer. I suspect the Shared transfer is much, much cheaper than the Shared Plus and Private. I would always plump for the Shared plus as you get a guaranteed collection within 10 minutes, plus you may get some new people to chat to.
The OP would know about the tiny price difference prior to booking and has launched pretty heavily into a dispute that totaled in value, for him AND his Mrs, about £8 ALL of which he was offered as a refund in cash from the driver! Life is too short for such shoite.

Frosty the Snowman, yes, but it's still funny

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so you have a £ limit where life isn't short enough and your willing to argue it out rolling eyes

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Jon,

Sounds a sensible course of action to me. As soon as I saw the thread title I thought this might head that way. People should google what happens to people on ebay when they put negative feedback up before they start slinging stuff on a public website.

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I'd get irritated for £20, annoyed for £100 and really damn cross for £250, but I would tone it down if I had to share unexpectedly

You know it makes sense.

Sorry, I've just noticed that the OP was offered TWICE the difference - €20

geeo, was that question aimed at me? If so then I certainly do assess any complaint I wish to make and at what level my reaction will be. I would base my endeavors on a number of factors, including the monetary value involved and the time and stress the complaint would take. I don't have an equation to work it out or a finite value to use as a cut off point.

Otherwise you'll just go on seeing the one name:

I feel sorry for the irate family of four.

A snowHead

The big problem the OP has, as I see it, is that if this does get nasty, it is up to him to prove that everything he has stated is fact.

The "avoid xxxxxx" title would IMHO give him a big problem.
The mention of using social networking as a threat might be a problem.
Proving that the other side operated outside Ts & Cs might be a problem.
Bringing in the other witnesses, as they would, might or might not be a big problem.

My guess is that if the OP seeks legal advice they might well suggest contacting the other side and closing this off as quickly as possible.

Big lesson - be very careful about having a bunfight in public.

A snowHead

Well, the person's real but it's just a made up name, see?

interesting thread...
I can't imagine legal action being very sucessful... from the sound of it, the company was contracted to provide service (a) and didn't - providing service (b) instead...
as for suing for negative comments - that could be a challenge... has someone been libelled - if so, who etc.
Libel laws have I believe just changed so that the plaintiff has to now show strong links with England / Wales to sue here - and we used to be the best country for it... any legal action In addition it will be necessary to show actual harm - i.e. in this example the company would have to prove / demonstrate that actual contracts which would hve been booked with them are as a result of this cancelled / not being booked. - challenging!
There is also the issue that there is no agreed territory for the contract in the terms and conditions (unless that comes in the booking process) so the company would need to first establish which court they could use to bring any case! To be honest, I suspect the only winners would be the lawyers Wink

Best solution would be apologies and moving on!

Alasdair

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It would be an interesting case. The first test of slander, liable, or defamation would be truth. There are enough "agreed" facts in the statements here by both parties to establish that there was a breach of contract so to sue the OP for saying little more than that would be a challenge.

What next, move on.

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OP seems to have gone to ground . . . Shame really as he started the mud slinging and hasn't hung around to defend himself when a bit gets flung back . . . . In the words of Delia Smith . . ."where are ya . . . Come on, let's be avin ya". He seemed to go quiet when "Tail - Gate" came up.

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emwmarine, a lawyer would laugh quite a lot at the suggestion this could get legal. It's a case of "two bald men fighting over a comb" as they say. I feel sorry for the bride - all her new husband's energy going into a black hole of disappointment.

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seems like 6 of one half-dozen of other

OP: You didn't get what you paid for, fair enough - I would be equally as annoyed (particularly as I dont think even I would have had opportunity to see the email within 9hrs what with travelling and all that - and I tend to be a stickler for checking email), however you have not come away from this whiter than white as you have not behaved quite as you maybee should have!

Massif - Please discourage your drivers from EVER posting their opinions of a customer in public again. Does NOT look good at all on you, no matter what they say. They should be taking it up with you (not us).

Massif - I suspect you are not a bad company at heart, however you need to be aware (and Im sure you are after this) that anything you say in correspondence with a customer has the potential to be plastered all over t'internet forever and ever and ever. Some people are complete scrotes (I know I have been to customer service reps on the phone for various companies, with good reason or not it probably isn't necessary) HOWEVER you MUST be like Teflon and remain calm and composed all the time.

I'm sure lessons have been learned from this - It wouldn't put me off personally from using your company BUT just remember, the customer may be a complete goon, they may not have seen the attempts to contact them, but they are ALWAYS RIGHT (or at least believe it). ALWAYS. Even when they are wrong (you just have to be even more careful in this situation).

(I work in a job that involves a lot of customer service - to keep the contracts we have here it is VERY important)

After all it is free · Last edited by After all it is free on Fri 3-01-14 15:00; edited 1 time in total

taken down by MST

Massif,Lets keep this simple, from your side the moment you failed to provide a private transfer for the couple in question you had reneged on an agreement. You should have simply offered the refund difference between the private and public transfer it appears you did not in this case.

It also appears there is a pattern of your company doing the same from other online reviews, I could understand this happening on occasion but it seems to be a common occurrence with you service.

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Taken down by MST

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Fattes13, customer got transferred. Customer got offered refund. Not sure you've read it all correctly.

Seems to me they've had a tiny % complaint rate but I would expect a few complaints given the nature of alpine transfers and customers who don't check their emails or pick the bloody phone up.

Massif, but by forcing the OP into a shared transfer, you did significantly up your profit margin unless you disagree with my maths. You haven't explained why you changed from a private to a shared transfer with little or no notice and you have not offered anything near the increase in your profit as a result of shoehorning the OP into a shared transfer with no real option - best not describe it as a refund. I'm not surprised the OP went with a private transfer given the cost differential is so small - think you need to rethink pricing. Gut feel is that if you had offered 50% of the extra profit you made everyone might have gone away happy. I've been on airlines where they have overbooked and people have been offered more than the price they paid for the ticket to get the first flight out the next day and a hotel . . . .i know that sounds mad but it means net they can increase the overall loading in flights.

You know it makes sense.

PJSki, Considering your highly RACIST and Offensive post on page 2 of this thread you are in no position to comment! In fact you should be apologizing for that!

Massif, Must have read the mails incorrectly re the Refund so happy to retract. The rest I stand bye

Otherwise you'll just go on seeing the one name:

So if we put aside the resultant slanging match and other comments re 'tail' etc. Massif attempted to contact the customer via the stated method, they didn't either pick up said message (personally I very rarely go that long between reading emails, voicemails or texts, but thats me and not everyone else). Massif it seems offered the difference as stated in their T's and C's. OP wasn't happy, slanging match started and then publicly outed on various forums and escalated to this point.

Don't Similar T's and C's with airlines exist (in that they can change the flight times and you are advised to check the airline prior to departure to ensure they haven't had to alter the schedule).

Should have and almost certainly could have been resolved amicably between both parties right there and then instead of the current state that in various public forums, litigation has been threatened. Fault exists with both parties IMV.

Still makes for a fun read but I am getting a bit bored with it now, time to move on?

A snowHead

A snowHead

Taken down by MST

Well, the person's real but it's just a made up name, see?

Matter settled with Massif Soleil Transfers. Post deleted.

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Taken down by MST

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gets out popcorn and waits for it to get ugly again..

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PJSki, It is racist and yes it is possible, It is offensive and is bordering on bullying towards the OP and his wife but stay classy PJSki,

After all it is free

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thedavman, Massif, well done both.

Help!!

Matter settled with Massif Soleil Transfers. Post deleted.

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