GO Airlink NYC — Attraction in Town of Hempstead

When booking a trip to NYC, I chose this company because, per their website, they were a safe and secure company. Despite numerous negative online reviews, I prioritized safety since I was traveling alone with my two daughters for the first time in the city and moved forward with booking. At the time of booking, their website indicated that the driver would meet us at the Welcome Center.

Upon arrival, we went to the Welcome Center and checked in with the person at the kiosk. They confirmed that AirLink transports meet there. After waiting for 10 minutes, I tried calling the company, but no one answered. 39 minutes after the scheduled pick-up time, I received a call from a random number. The person on the line claimed to be our driver and asked for our terminal. He said he had no information about our trip, not even my name. While on the call, I walked back to the Welcome Center staff and asked again if AirLink always picks up at the Welcome Center. She confirmed that it was the case.

I informed the driver on the phone that I didn’t feel comfortable with him not having information about our transport. From there, another number called me, claiming to be with AirLink. They said our driver was outside and we needed to go outside. I expressed my discomfort about going out to a vehicle without the driver knowing any information, our confirmation number, our destination or even knowing my name. This person hung up on me. I did not go out to the vehicle and found alternate transport.

Once I arrived at the hotel, via taxi, I called to share my negative experience and request, at a minimum, a partial reimbursement for my trip, but the company refused, claiming the driver did what he was supposed to do. However, this was clearly untrue. The driver failed to perform his duties, including arriving at 10:15 am and meeting us at the welcome center as per the booking. I diligently searched for a way to be comfortable with moving forward with this transport but the driver was unwilling to come inside and I was hung up on twice. The only person who offered reassurance was the welcome center attendant, employed by the airport and not AirLink. She continually confirmed that the driver should have been inside to meet us and empathized with my hesitation to venture out to the vehicle.

I acknowledge that fear is subjective, and I understand that I’m from a smaller town and was in an unfamiliar environment. Additionally, traveling with my two daughters heightened my caution. Nevertheless, if AirLink had adhered to the booking procedures, the driver had been prepared, punctual, and had my confirmation information, the trip would have been smooth and successful. The return trip to the airport would have also proceeded as planned.

I am deeply frustrated with this company on multiple fronts. However, beyond my personal concerns, their risk management team should be deeply concerned about the potential safety issues in this situation. Despite my repeated attempts to contact the company for a discussion, I have received...

NEVER USE THEM! What an awful experience and they still haven’t refunded my little $25!! They literally walked me to a van in terminal 4 and called me to get out at terminal 8! What happened: I arrived to the JFK and went through customs very easily. Went to the Welcome Center as instructed in my confirmation at 5;45p. The young man called dispatch and walked me to the van at 6:30p. The van had a stop at terminal 8. i received a call from “my driver at terminal 4” at 6:50p. I explained I was already in van #1008. Dispatch then called me and told me to get out of the van because it had too many stops and I was to ride in a single stop car to get to Manhattan faster (time 7:15p). I was so confused. I repeated to the dispatch, Get out of the van and do what?!?” Dispatch: “Walk to Passanger Pick up C and look for a black Tesla license # XXXX”. I then got a text with the driver/car details. Driver calls, “i am at terminal 4 - i will be at terminal 8 in less than 10 mins.” So, i wait. Mind you, it’s freezing outside. I texted the driver over the next 20 mins. He confirms he’s on the way. By this point it’s been over an hour since i have been trying to get picked up. Finally, i call the driver and he says that dispatch cancelled the ride! (time 7:45p). i called dispatch explaining that now i am stranded and have limited time to get to the City to catch my train at 9:00p. Dispatch claimed they would get me another ride. i explained i needed to catch a can so i wouldn’t miss my train.

Talk about a terrible experience! i then had to pay $80 to get a cab. Barely made my train. Had i waited for GoAirlink, I would have never made it. After calling 3 times since, they have not issued my refund! terrible customer service and incompetence.

2/20 - Go Airlink - your response is a lie. Not only did i your dispatch not make another (3rd) arrangement, they lied about sending another ride, lied saying I cancelled the reservation (when in fact your dispatch cancelled), you all have lied to me 3 times about refunding my money AND they could not guarantee an immediate ride so i could make it my train in time after i had allowed over 3 hours from time to get me from JFK to manhattan! And, now you dare to continue to lie because i made a review! After seeing others’ complaints, you still continue with subpar service. refund my money!!! it’s the least...

We booked this airport transfer through Viator. As a third-party company we have never encountered any issues with Viator because once the booking is made everything goes through the independent company. Once booked, we received a Viator confirmation email but absolutely no communication from Go AirLink. We were notified by Viator that the company would provide a pick up time based on our flight information given. We received nothing and had to make over 3 15 minute phone calls (each time being hung up on) to the company, and then Viator to connect us to the company, just to receive a pick up time of 2pm. Once this was given, we asked for an email confirmation but were told “they don’t do that”. Meaning they don’t communicate anything through email. When we met the driver he advised that we didn’t pay for our bags to be taken to the airport (only ourselves) and that we need to pay him directly $3 cash per bag. The fact that there was no field to add this through Viator in the booking process, or pay the company online securely with card, made it seem like a tourist scam. Our experience only got worse, with the driver going around the same 10 blocks for 2 hours before heading to the airport. He would get to other passengers hotels about 40 minutes earlier than their pick up time, then leave and yell down the phone that they didn’t show up. After multiple phone calls he would have to go back to the same hotels we had already been at. We got in his bus at 2pm, and at 4pm we passed our hotel again. He was aware our international 18 hour flight was departing at 6:15pm, but still added extra pick ups to his bus when called by the company. We made it to the airport with 1 minute to spare before baggage check closed. Because of this, our bags did not arrive to our final destination. City traffic and having multiple stops is understandable, however it makes no sense to have a 2pm pick up time when you anticipate spending 2 hours picking people up. We needed to be at the airport 3 hours before our flight and we got there 25 minutes before boarding. The driver didn’t care, and spoke rudely to us and other passengers expressing concern with the strange and really unhelpful process. Terrible, stressful experience. I would not recommend this service unless you have a total of 5-6 hours between the pick up time given and...