Our flight was cancelled and we ended up on a different flight arriving 6 hours late. I emailed them and Viator and there was no issue. They communicated with us as soon as we landed and provided easy directions on where to meet them.
Once we found our driver, van was spotless, ride was quick and Kevin was efficient and got us to our apartment in no time. Five stars ⭐️
Easy ride from airport to hotel with care shown by driver. Very helpful about our questions. Nice car and comfortable
There was NO experience. There was NO driver NO ride. NOONE answered phone.. Never use this company.
I pre-booked and paid in full 14 days in advance for a scheduled pickup. Despite the confirmation, the driver never arrived and there was no prior notice, no call, and no explanation. This caused major inconvenience and stress, especially since transportation was planned well ahead of time. A transportation company’s most basic responsibility is to show up—and they failed entirely. Customer service was either unresponsive or unable to resolve the issue in real time. If you’re relying on this company for airport transfers, time-sensitive travel, or pre-planned transportation, I strongly recommend looking elsewhere. Very disappointing experience.
The kind gentlemen were very punctual and professional. They got us to our hotel with no issues. We enjoyed the experience very much.
Our driver was great. Kept in consistent communication with me while going through security and picking up luggage
The driver did not know a word of English. He did not identify himself with a sign or a logo of the company. I searched and searched for him and he was not there. He left me a message on my phone with no clear identification, and it was all in Spanish.
Cancelled since flight delays driver could not accommodate us but recommended another driver that we paid from our pocket
Good communication and really nice, helpful driver. Easy to set up and a relief to have someone waiting for us after a long flight.
Excellent communication and easy to locate the pick up point. Massive thanks to Gilberto who made our transfer to Madrid a breeze. Our flights were delayed into Madrid and Gilberto was happy to accommodate this request. Quick and easy communication via WhatsApp in both English and Spanish. We were transferred in a Mercedes V class, that easily fit 4 large suitcases and 4 carry on bags. The car was clean, and well maintained and Gilberto was an excellent driver avoiding traffic and getting us into Madrid quickly. Highly recommend this transfer service. Thanks will book again.
I booked a private transfer from Madrid Barajas Airport to central Madrid for a group of passengers, but the driver never showed up. The contact number provided on the confirmation receipt was incorrect and unreachable, leaving us stranded at the airport without any communication. I have since emailed the company requesting a refund and explanation, but have not received any response. This was extremely frustrating and unprofessional, especially after a long international flight. I would not recommend this service to anyone looking for reliable airport transportation.
This is a good experience. The communication is outstanding and the pick up was easy. Highly recommended
Driver had excellent communication with us and knew our flight was delayed. He sent pictures of where to meet him which helped so much with this being our first time in the city.
Do not book with this company, they will take your money message you as though someone will pick you up , and then not be there , there driver won’t answer the phone number provided , and they won’t respond on the app that they messaged you. HORRIBLE to travel the whole world to arrive and have to look for your ride for almost an hour . If I could give negative star I would .: BUYER BE AWARE
Important to be in contact with driver in case of delays in getting to meeting point. Luckily our driver waited for us. Very courteous and professional.
Daniel wrote the day before and communicated regularly as my family landed in Madrid. He was there in time and with a sign to identify him. We rode safely and in a clean vehicle
After an overnight flight from the US, having a driver waiting for you is the best. There were 5 of us so it was easy to split the cost. The driver was on time and very helpful.
Driver did not show. We could not reach them by phone & had to take a taxi instead . Yes we were at the designated meeting point. A full refund would be nice.
Viator sent instructions for the service as we have had on previous trips. The driver was to meet us in the terminal, but called and had us come outside. He did not have a sign.
There was some confusion where to meet the driver as instructions said to look for driver holding sign with my name after clearing arrivals hall. Never could find anyone, went outside and didn't see anyone so finally had to call and driver walked across street where he was parked. The ride to our hotel was fine.
First, the driver contacted us as soon as plane landed. Great. Then it took over an hour to get our baggage. The driver however contacted us and told us he could no longer wait, so he left. I Could not contact the company. Could not get them to send another driver. I ended taking an Uber. Now I would think that if they do this often, they should know that it takes time to get the luggage and they would have accounted for this. In the end, it makes no sense to use this service. The Uber was easy enough.
Great service, good communication with driver. We would use this service again as it has always been a good experience.
The driver meeting us had a different name than the message, then told us he had car trouble and called another driver for us (no English, only translation on the phone), walked us to an area where a taxi driver picked us up, I confirmed that all was paid, and the driver said ‘yes I pay’ and paid the taxi driver by card. We did get dropped off at the right hotel but I suspect the taxi ride was way cheaper than what we paid this company as it was super short. So I think it is a scam where this company gets the extra dollars they don’t have to pay to the taxi.
Our driver was ready and waiting. Excellent choice Would definitely recommend especially as a family of 7 with luggage. Perfect
Prompt, friendly and very helpful with suggestions. Group of 7 and there was plenty of room for us and luggage. We used them both from and back to the airport.
Our driver was in time and waited patiently. Our parents are elderlies and we were slower. He texted me and provided clear instructions on where to meet, even sent a video with his perspective.
The service was excellent. Deibbys did an amazing job taking care of all of us. He was polite, helpful and guided was to the destination with care.
Adrian was very professional. He made the transfer from the airport very easy for us . He was a big help . I would definitely recommend . A true professional . Well done Adrian.
Driver was right on time and did a wonderful job of getting us safely to our destination!! Nice job!
I had a fantastic experience with this car service. The driver was on time and waiting for us right at the airport, which made our arrival stress-free. The ride was fast, efficient, and door-to-door from the airport to our apartment. I highly recommend this service for its punctuality and professionalism. A seamless experience from start to finish!
My husband and I always use Viator to book our rides to and from the airport/train station whenever we go abroad. We have had great experiences each time and this was no different. The drivers are always on time and very kind.
Excelent service, arrived on time and service was great. The communication was good and resolved all inquiries on time.
Never picked me up I even sent my fly information, call and was told that I made a booking error I even sent a picture of my flight information worst company, not professional we travel with a baby and a kid even request a car seat for infant. We took a taxi they never show up. Very rude did not offer to pick us up just hand up
One of our bags was miss handled by the airline. We were delayed two hours at baggage claim. Our driver was kind enough to wait for us well beyond his required time. We told him to leave the airport without us because of our delay. He was courteous and communicated well with us throughout the ordeal.
Driver never showed up. Sent him 6 pictures to show we were at the exit after baggage claim. After 40 minutes, driver stopped responding.
My son and I arrived in Madrid to move him for a study abroad program. Driver Andres was there to meet us and drive us and 4 pieces of luggage to our hotel without a problem.
Our driver was GREAT. However, consideration needs to be given the language guests speak when assigning a driver. We only speak English and our driver did NOT speak any English. Communicating pickup instructions were not done in English and fortunately a total stranger next to us talked with our driver and the stranger was able to tell us where our driver would meet us.
Luis was great communicating with me. He was tgere on time and was very nice. I will definitely use their services again.
Upon arrival, the driver acknowledged my family (that had two carts of luggage), and then ran off for us to follow him. He didn't greet us, nor offer to help. When on the road, he was weaving through traffic, and was having trouble merging onto the highway. Not a good experience.
Coordinating airport transfer was very easy. Only problem I had was due to my large group. Despite clearly communicating the number of baggage’s, the vans sent were not large enough. We needed to use another taxi. Not a big deal, but may have been cost consideration when booking. Maybe not. Drivers were very cordial.
Punctual and courteous service. Very clean vehicle, AC worked great, and appreciated the water. Jose was excellent! Will use this service again to the airport.
Great communication and service. Driver was puntal, helpful, and courteous. Thank you for all your help.
NEVER BOOK THIS SERVICE. IT IS A RIP OFF. The driver, based on the excuse that the waiting period had elapsed, he simply didn't provide the service. Despite my wife and daughters being at the meeting point 20 minutes before the theoretical one-hour waiting period, the driver basically never showed up and declined all of my wife's calls (so they can meet and the three of them leave to our hotel). "Curiously", after declining my wife's calls for 15 minutes, the driver just "appeared" 5 minutes after the deadline, just to tell me that he was leaving the airport.
Our driver John was wonderful! He was right on time and waiting for us at the terminal. We would use your company again any time!
The ride from the airport to our hotel was great with no issues. However, what was the issue is that the driver did not have the correct information about our flight even though we gave them all our info. It took us 30 minutes of walking around the airport after a long trip to figure out where we were and where he was.
Driver communicated early in the day to confirm early evening arrival but arrived 45 min after scheduled flight - which came in 20 min early. He was very polite and kept us informed of his time but nonetheless we waited 45 min for him.
Our driver, Gilberto was fabulous. He kept in contact with me the whole time. He helped us choose the right time to allow plenty of time for our flight at the Madrid airport.
Our driver, David, was on time, very professional and waited until we came out even though luggage took a little bit longer to come. very happy and satisfied with the service.
The drivers for our 3 vans all came on time! Private transfers are so convenient! They are also quick replying to messages.
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