We waited for over an hour and a half for a pick up and no one arrived so we had to get a taxi tried phoning contact number with no response and no response from messages sent
Great communication and efficient. There was a text right when we landed. They met us near baggage claim and directed us to where shuttle would be picking us up. Definitely worth reserving a shuttle!
Not any fault of transport. My esim would not work so I could not communicate with airport transport.
Driver very efficient and helpful with information about where we were staying.. There was a person inside a baggage top get our baggage out to where the driver was.
Little information was given us on where to meet the shuttle. Luckily I had a phone number to call to find out where to go. But the Driver once he got to us was very nice and very helpful.
I arrived at 9:08 pm and called as directed to learn where my pick up spot would be. The dispatcher was rude, injurious and wrong. She tried to tell me I had “jumped” a flight and told me I wasn’t expected until 10:00 giving me info for a flight that was not mine. She told me to get a cab. She hung up on me 5 times failing to tell me where to go or even call a driver for me until 10:00 pm. I have terminal cancer and it was my birthday. Fire her immediately.
On time safe ride good an very nice driver professional quick yo respond look forward to riding with you agin thank you sooo much for helping me to have a really nice vacation
Was hard to find the guy......card he was holding didnt say Viator or anything I recognized. Just happened to hear him calling my name. Nice people and nice ride though.
Isaiah called me at the airport, told me where to go. That he was holding a sign and he would direct us to our driver, which he did. He was very friendly and helpful! The driver was very friendly too!
Had to call to find the pick up spot which wasn’t too far and directions were good . Driver was helpful and knowledgeable. Cheaper than taxi and faster than the bus
Shuttle was not on time and we had to wait almost an hour.
Even though my flight was 4 hours late the driver was still in when I arrived. Definitely would use VIP on my next
Daniel was awesome. Helped me find my reservation and got us on the shuttle to our Hotel. It was a nice smooth ride.
⭐ 1-Star Review – Extremely Disappointed and Unacceptable Service I am beyond frustrated and extremely disappointed with the lack of professionalism and customer service I experienced. I booked my transportation well in advance specifically to avoid delays and ensure a smooth arrival. Instead, I have been left waiting for over an hour with no driver in sight and no proper communication or explanation. When I finally contacted customer service, their only solution was to suggest that I take an Uber and receive a refund. No apology, no accountability, and absolutely no effort to make things right. What is the point of making a reservation in advance if the company cannot fulfill its commitment? They had more than enough time to arrange a driver and ensure transportation was available as scheduled. As a paying customer, I expected reliability, professionalism, and at the very least, some courtesy when things went wrong. Instead, I was left stranded, frustrated, and forced to figure out alternative transportation on my own. A refund does not make up for wasted time, unnecessary stress, or the complete lack of customer care. This is absolutely unacceptable, especially for a company that provides prearranged transportation services. I would strongly caution others against relying on this company if punctuality and dependable service matter to you. Extremely disappointing experience. I would not recommend this service.
Lei texted me as soon as I landed with pickup instructions. They were clear with instructions and awaiting my arrival. Lei met me in baggage claim and walked me out to the shuttle. John was my driver and he was amazing! The conversation was easy and he was a safe driver. I would recommend this service to anyone visiting Honolulu! This service beats an Uber every time!!
Our pickup location was easy to find, the driver was very courteous and on time. The ride to the hotel was quick and pleasant.
Upon arrival at the airport, I thought I was going to have to seek out the VIP desk or call them directly. When I got to luggage claim, I noticed two gentlemen standing from VIP already waiting for me. It was good to see them there, making the experience less stressful. I would definitely choose their service again and in fact, we’ll do that when I need to return.
Driver very friendly and had lots of local knowledge. Also enjoyed meeting other passengers from Australia.
Was running late so had to take an uber to get us to our destination on time.
Our driver was fabulous! He had a full bus of visitors coming from the airport but made sure everyone was comfortable. The only thing I would change is let travellers know in advance to go to passenger pick up 5
Great experience from start to finish! The airport pickup was smooth, the driver was friendly and punctual, and the transfer to Waikiki was very comfortable. Everything went perfectly, and I would definitely use this service again. Highly recommended!
I have good experience, like transfer service from Viator from airport to Waikiki Hotel. Driver was very helpful
Our 1st trip to Waikiki area. Had our van full with other travellers going to area hotels besides ours. Our driver did a great job in busy traffic getting us all from the airport to our hotels. Got to see some sites along the way.
Our driver was amazing and gave me some great tips about local spots to eat while he drove, but the pick up experience was confusing and slow. Another woman and I were both sitting outside in the heat for quite some time. Nothing is clearly marked about where they pick up.
They had someone waiting for us at the airport. Called to tell us where he would be. Then the driver was very courteous.
The shuttle driver was very personable and shared a lot of details about the island. He handled our luggage and was a very safe driver. The lower rating is due to the 35 minute wait at the airport for the shuttle. I called after 30 minutes and the dispatcher said the driver was 2 minutes away. After at least five more minutes, the shuttle arrived - it was a different one that I was told was coming and he had no idea which parties he was picking up. Had I known it would take this long, I would have just called a Lyft or Uber which would have cost the same amount or slightly less.
We expected to have transportation waiting for us when we arrived. Instead, we had a long wait. Then we went to other areas of the airport to pick up multiple groups. We were stuffed into van like sardines in a tin can. We then had additional stops on way to hotel. It would have been cheaper and faster to use Uber/Lyft.
Zero communication. People travel and do not know where to go and need help - do not use this company
The representative met us at baggage claim .getting to baggage claim was a long walk. The van was close by and the driver was helpful and polite. There were other passengers who were also taken care of. We arrived to the hotel efficiently.
We had to wait almost 1 hour for the van to get there to pick us up and that was after we had affirmed our arrival and talked to 2 different people!! If it wasn’t for the great staff I would have rated it a “1”
Our shuttle driver was waiting when we arrived at the luggage carousel at the airport. He had others to pickup, but found them and had us on our way within 5 minutes. Friendly and kind.
The shuttle was easy to find and on time. It was great to just book and not have to worry about waiting for a taxi. We came straight to the hotel front door. Our driver was courtesy and friendly.
Won’t do it again, not a great experience after a long fight
Communication was great. Timing was manageable for a shared ride. All the people were friendly and helpful.
No one there had to call and wait for pick up absolutely terrible experience. Driver was fine pick up coordination was terrible
A good service. Once we had exited the terminal we rang the operator of the service. They were very prompt in collecting us and telling us where to meet them. A good experience.
Highly recommend was easy waiting for me he walked me to front door. I called they directed me out to Shuttle
Paul, who met us was prompt, and efficient. However, VIP honored contracts fir airline crews and we literally were left stranded waiting at the airport. After waiting over an hour, we contracted with Lyft who took us to our destination. VIP could not provide a driver. Not only did it waste our energy and time, now we have to spend vacation time trying to get our money back from VIP.
Didn’t show. After waiting over 1/2 hour I was advised to take a cab.
We were met as we exited the airport and taken a short walk to the waiting transport. Then taken to our hotel. Couldn’t ask for an easier start to our holiday.
Had to call after arrival and had no idea where they were situated. Once we were picked up all went well.
Very poor instruction on where to meet the driver. He had wrong address in for my hotel. Had same issue last year.
Driver was ready and waiting for us after we got thru customs. Gave us information on sites we drove past, general area and local history. Gave us shopping hints for better prices. Highly recommended.
Great service from Airport!! Driver was cool and gave some good location suggestions! Definitely will use their service again when I go back to Honolulu.
Excellent service was provided. Driver was prompt in arrival at Airport & the transport to our hotel.
Very easy and efficient, even with a flight delay. Received a phone call, telling me what carousel they were at, and both the employees who met us at the baggage claim, as well as our driver were very courteous and friendly. Our driver was great with the detailed information. He shared about all sorts of things on our way to our hotel.
The shuttle had no step to get in or out. I’m with my mom at the ER looking at a possible broken hip. This is NOT an option seniors should even consider.
Expect to have to wait quite awhile to be taken to your hotel we waited 1.5hrs we were left standing around waiting and wondering what was happening we found our pickup service personnel quite easy when arriving at airport but was then told just to wait as they were waiting on some other passengers then we had to wait even longer as they told us the passengers going to Diamond Head would be going first and we would have to wait for another shuttle bus.when the next bus came we were told no we would have to wait longer for another one .it seemed very disappointing organised.
They was great and there when we arrived and took us to Hotel no problem with luggage also getting picked up to go to ship have used before reccomend
We were greeted by Edward who was waiting for us just outside the Airport. He was very friendly and chatty on our way to the Hotel.
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