Would you complain ?

[wardrobeisoff]

We booked a shared shuttle transfer through holiday extras.
We arrived at Gran Canaria airport and found the stop,we were told by the lady in charge of allocating coaches that ours had gone as it was full and we had to wait for the next one.
She had no idea how long it would be.
Bear In mind we were on time and had no luggage either so no waiting for baggage claim.
After 1 hour and still nothing we asked again and she said she had no idea.
We got a taxi
Now I got home and spoke with holiday extras and asked for the transfer to be refunded (55 euros )
They asked if I rang the helpline and I said no ,I spoke to the woman in charge .
They said as I didn't ring the helpline I'm not entitled to a refund.
The helpline was for the company in the airport (who the woman works for who had no idea )

Do we have a leg to stand on?
Would you complain ?
It seems a bit unfair

Anyone ?

Yes I would, and tell them I'm going to leave an honest review.

Good luck!

Yes I would complain. If there was no staff there then yes phone the helpline. But if someone is representing the company, then you shouldn't need to phone the helpline. Keep on at them.

Yes complain. The staff member should have told you to call the helpline if that's the protocol. She didn't so it's their fault.

I would read the terms and conditions that you agreed to before I do anything. See if there is any mention of the helpline. If not then you can raise that it was not in the terms and conditions.

Is there a service agreement stating how long you should have had to wait? You should still complain if there isn't, but it might strengthen your case if there is and they didn't meet it.