Mr WU’s service is highly commendable. He gave clear direction on pick up point and was on time. We were most impressed that when we reached our destination and were unsure if the Airbnb address was correct and we fumbled with getting access, he accompanied and stayed with us till we entered the building. Many drivers would have driven away after dropping off the passengers. It was at night. We really appreciate his kind consideration. Thank you.

Terrible experience – complete no-show at JFK and shockingly rude customer service I strongly recommend avoiding this transport company. We had a pre-arranged airport transfer from JFK Airport, and the company simply did not show up. There was no proper warning, no proactive communication and no attempt to arrange an alternative vehicle. This was especially unacceptable because I was travelling with elderly family members who have mobility difficulties and cannot stand or wait for long periods. What made the situation far worse was the attitude of the company’s representatives. When I called to find out where the driver was, instead of apologising or trying to resolve the situation, the person I spoke with was incredibly rude and dismissive. I was effectively told “not my problem” and “I don’t care about you.” When I explained that we were already waiting at the agreed pick-up point with elderly passengers, the representative hung up on me. I was subsequently blocked on WhatsApp while I was still trying to get an answer. Imagine arriving at JFK after a long journey, expecting a transfer that has already been booked and paid for, only to be abandoned at the airport and treated this way when asking for assistance. We had to scramble to arrange alternative transportation ourselves. A transport company can encounter operational problems, but there is absolutely no excuse for failing to show up, failing to communicate, and then treating stranded customers with contempt when they ask for help. The representatives I dealt with were among the rudest and most unprofessional I have encountered while travelling. I booked this service through Pelago and have escalated the matter to them with screenshots and records of the communication. I have also requested a full refund and asked Pelago to review whether this operator should continue to be offered on their platform. Avoid this company, especially if you are travelling with elderly passengers, children, or anyone who depends on a reliable airport transfer. Based on my experience, I would not trust them with an airport pick-up again.