Originally Posted by
Pjh104
Can anyone help with -
1. Who works out the mileage for the EK chauffeur service - EK or the service provider (in our case Addison Lee)?
2. Does anyone know what app / service is used to get to “driven miles” to feed into their excess mileage cost charge?
3. Is there an escalation route within both companies’ customer service / complaints processes?
Background is this:
When considering whether to take the offered chauffeur service, we sat down and calculated the excess mileage, applied the cost t&c and decided it was financially sensible to accept the (likely) excess over and above sourcing a car locally or getting the train and holding up for the night at LGW.
When we received the confirmation of the car at on line check in, we received a wee bit of a shock, for whereas we had calculated on the basis of an excess of 36 miles (using Google maps and the AA route finder) the figure given is based on an excess of 75 miles. I have queried this with both EK and Addison Lee, and they are blaming each other. At 48 hours notice it has not proved possible to make alternative arrangements and are stuck with a wince inducing additional cost.
On the positive side, both customer service departments answered the phones, sent emails and communicated with us well in to Sunday evening.
Any help or advice gladly received, and thanks for your time..
paul
Interestingly, both Apple maps and Google maps give me 69 miles from my home to LGW. Have you tried at least there (or for instance Waze?) I have used the service very often, both from and to the airport and have never expected to pay (and have never been asked to either). But they seem to be getting more sticky with all of this. Have booked a car for next Tuesday so we'll see if they have a different view of the distance than I have.
Interestingly, during Covid when EK did not fly to LGW, I once flew to LHR which is 89 miles and I was not charged for that (and the airfare was about 60% of what it is now....)