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Expected to find a Go Airline desk at the Ground Transportation area at Newark Airport - instead we were given a ticket and had to wait until a rep shouted at us in broken english and led us to our shuttle bus. We got to our hotel safely despite very heavy traffic. We were picked up promptly for our return journey to Newark Airport - only one problem we were flying United Economy class but got dropped off at the United Premium level, had to use two escalators carrying heavy luggage to go down to Economy.
It took an hour for a driver to show up. One showed up after I was there 20 minutes. There were three of us waiting. He took one and said to the agent at ground transportation that he had too many people and we would have to wait. He told myself and the other lady waiting for a ride from his company that he wasn't going our way. He said another driver was right behind him and would pick us up in a few minutes. 40 minutes later, I called the company and so did the ground transport crew. It took an hour and the driver showed up. He had a full van and didn't know where he was going, got us into an accident which cause another delay... and I was the last person and he said he forgot about me and where was I going, again? He had that information. Finally, after three hours, he tries to drop me off at the wrong hotel. He argues with me about the hotel. It was down the street from where he wanted to drop me. I was so angry over all this that when he backed up on the one way street to the correct hotel, I jumped out, got my bags and didn't look back. I WILL NEVER USE THIS COMPANY AGAIN.
Voucher was booked on line and I had an e voucher, which despite a written statement on the e voucher stating that it alone would be sufficient, it was not and that was the first issue that caused inconvenience. After waiting nearly a half hour for pick-up, it took the driver an hour and a half to get me to my hotel in Manhattan. There was only one couple picked up after me, and we were the only fares. On Saturday, the day before my departure flight at 7:00 am Sunday, I telephoned to schedule my return shuttle to LaGuardia. I was informed that again, I would need a paper voucher with a specific number on it, and that they would need to pick me up at 2:45 AM to guarantee I would make my flight at 7:00 am. That was totally unacceptable. After much discussion, I gave up and opted to take an Uber. He picked me up from my Times Square Hotel at 4:25, and I was through security and to my departure gate at the terminal at 5:30 AM. Do yourself a favor and take an Uber or cab.
I am giving this company a zero on all. I paid for a full day ultimate Manhattan guided site seeing tour and pick up from jfk and return. Well arrived at jfk at 07.08 and put my cases in baggage service and went to the visitors welcome centre as instructed at asked the man behind the counter if I'm at the right place to be picked up. I gave him the printout vouchers which was emailed to me a week before. He says yes and call the company to pick me up and take me to Manhattan for my tour which leaves at 9am. Well he couldn't get threw to them and was trying for 20 mins. He still couldn't get threw so I called them on my mobile and then handed my phone to the man behind the desk. Next he was arguing as they was trying to say that there is no booking but yet he had the receipts and vouchers in his hand and was telling them on the other end of the phone. Another 20 mins later after the man behind the desk was shouting and telling them to come and pick me up they eventually said o yes we have found the booking and someone will pick him up soon. They eventually picked me up after 9am. 40 min drive to the visitors centre in Manhattan and dropped me off outside and drove off. I went inside to the reception and explained about the booking and that they have only just dropped me off and I've been waiting since 7.30am. The replied with. Your tour left an hour ago and there is nothing we can do. I asked for the manager and he came to see me and said I can give you some ticket to visit some places but can't help with s tour which you paid for. Barring in mind I was on my own and first time in NEW York. He Saud you can pop on and off buses and go visiting places. I explained that it's not my problem why I'm late and this was all booked a week ago. He replied there is nothing he can do but give you these vouchers. I thought thanks. An English man in new York what the heck. So off I go. First stop. Empire state building. How's in to find out I have to queue up for changing a voucher for a ticket. Hmmmm. 25 mins later I got ticket and off I go. Go up stairs to find another queue for the lift. 20 mins later off i go to the 80th floor. Out of lift and looking around take some pics then look for exit. Yet another queue 10 mins then up to 86th floor for open views took pics then found exit. Another queue for lift to go down. Waited for 20 mins then down we go but only yo 80th floor which is the shop. Ok go threw ship and come across another queue to go down. 20 mins plus I get in the lift and go down and out. Yes. Ha ha. So find a bus stop and wait for the bus. Long 20 mins but got one in the end and got off near ferries for statue of liberty. 2 hours queuing and a further 20 mins waiting for the ferries. Got on then realised I only had 2 hours left before I get picked up so stayed on the ferrie and went straight back to the dock and ran to the bus stop which had about 30 people awaiting for the bus. First bus came. No one got of or on and off it goes. Another came and the same again. 20 mins in between each bus the another came and 2 came off and 2 went on. Off it goes. Another one came and I got on and off we go. 45 mins later it stops at last stop but not mine. The bus driver told me to take first right then walk up 2 blocks and you'll see the visitors centre. Off I go. By this time it's dark and late. I got to my location 10 mins to spare. Waiting for pick up. Guess what. No one came. At 6.10pm I went to the office and asked where is my pick up. Gave him the paperwork and he call them and they said it hasn't been booked. What a surprise. Lol after 20 mins of arguing he arranged a pick up and finally got back to jfk only just in time for my plane. I only booked this to fill in my 14 hour lay over in jfk. What a waste of money and time. Not a happy man.
Reasonable, neat/clean first class vehicle with good driver, punctual pickup and drop off, we enjoyed the drive and driver. We have used this service before, will continue to do so on our trips we use Viator for tours in Europe all the time, they are small group, great sites, well directed and lots of good information and out of the way places to eat and things to see where ever we go.