Travelthru

Dear Mr/Ms. Rick Whitehead, Thank you for taking the time to share your feedback with us. We sincerely apologize for the experience you described. A no-show followed by delayed communication is completely unacceptable, and we fully understand how frustrating and disappointing this must have been. This is not the level of service we aim to provide, and we take your concerns very seriously. We would also like to clarify that we are not avoiding responsibility. As your booking was made through Booking.com, all payments are processed via their platform. This means any refund must be handled through them, as the amount we receive as the service provider differs from the total you paid. However, we remain fully responsible for the service itself and are actively reviewing this case with our local partner to understand what went wrong. Please be assured that we are committed to supporting you in resolving this matter. We are ready to coordinate with Booking.com and provide all necessary information to assist with your refund request. We deeply regret the inconvenience and the negative impression this has caused. If you are willing, please contact us at [email protected] so we can follow up on your case directly. Once again, we sincerely apologize for this unacceptable experience. Kind regards, Ha Quality Assurance Team TravelThru

Dear Mr/Ms. Olly, We are sincerely sorry to hear about your experience, and we fully understand how unacceptable and distressing this situation was. Being provided with a vehicle that was not clean—especially when you booked an executive service—is far below the standard we expect and promise to our customers. Please accept our deepest apologies for the discomfort and frustration this caused you. We are also very sorry that you did not receive a follow-up after contacting us via WhatsApp. This lack of response is not acceptable, and we acknowledge this as a service failure on our side. To allow us to urgently investigate this case and take appropriate action with the supplier involved, we kindly ask you to share your trip details (such as booking ID, date, route, or any related screenshots) by email to [email protected]. Once received, our team will prioritize your case and support you as quickly and thoroughly as possible. Thank you for bringing this matter to our attention. We truly regret your experience and appreciate the opportunity to review and address it properly. Kind regards, Thu Ha.

Dear Mr/Ms. Patrick L, I'm Ha, Quality Assurance from TravelThru. Thank you for sharing your experience with us. We are truly sorry for what happened and fully understand how stressful and unacceptable this situation was, especially while you were waiting alone in the dark and almost missed your flight. This is not the level of service we stand for, and we sincerely apologize for the lack of communication, the last-minute confirmation, and ultimately the failure to provide a driver as scheduled. To immediately investigate and resolve this case, we kindly ask you to provide us with the booking ID of this trip. Please send the booking ID directly to [email protected], and our team will take care of this matter as a priority. Once again, we deeply apologize for the inconvenience and distress caused. Thank you for giving us the opportunity to review and address this issue properly. Kind regards, Ha Quality Assurance Team TravelThru

Dear Mr/Ms. Alex Vanta, We deeply regret the frustration and inconvenience you experienced with your recent booking. The situation you described — incorrect pricing, lack of the promised child seat, and no refund for the initial booking — is unacceptable and falls far short of our standards. Please accept our sincere apologies for not meeting your expectations during this trip. We have already processed a full refund for you. Kindly check your email for the confirmation. If you have any further concerns, please contact us directly at [email protected] . We remain committed to resolving this matter promptly. Thank you for your patience and understanding. Best regards, Thu Ha TravelThru

Dear Mr/Ms. Kyle & Lindsey Colson, Thank you for your honest feedback. While we’re glad to hear that the driver met your expectations, we sincerely apologize for the shortcomings in our overall service. The inability to change your pickup location, the lack of timely customer service response, and the delayed communication are unacceptable and understandably caused you stress. This does not reflect the standards we strive for at TravelThru. Please accept our apologies for these issues. For any further assistance or to discuss your experience in detail, feel free to contact us directly at [email protected] . We are committed to improving and ensuring such problems do not happen again. Thank you for your patience and understanding. Best regards, Thu Ha TravelThru

Dear Mr/Ms. Jackie Marriott, Thank you for your feedback. We are pleased to hear that Dimitri provided helpful and charming service worthy of 5 stars. However, we sincerely apologize for the inconvenience caused by receiving a 5-seater estate car instead of the 6-person people carrier you ordered. We understand how uncomfortable this must have been, especially with three adults in the back. It is unacceptable that this has happened multiple times, and we recognize the impact it has on your experience. Please accept our apologies for this shortfall. We are addressing this issue to prevent it from recurring. For further assistance or to discuss this matter, please contact us at [email protected] . We appreciate your patience and the opportunity to improve. Best regards, Thu Ha TravelThru

Dear Mr/Ms. Suzanne MK, Thank you for taking the time to share your feedback. I am truly sorry for the experience you had with your pre-booked transfer to Faro Airport. What you described is completely unacceptable and far below the standard of service we aim to provide. You booked in advance precisely to avoid stress on the day of travel, yet you were left without a driver, faced unexpected charges from international calls, received conflicting information via WhatsApp, and ultimately had to arrange your own transport at the last minute. I understand how frustrating and stressful this must have been, especially with the risk of missing your flight. The misinformation you received and the lack of proper support are not aligned with our service expectations. I sincerely apologize for the inconvenience, the additional costs you incurred, and the overall negative experience. We are addressing this matter urgently with the transport partner involved to ensure this type of situation does not happen again. Your feedback is extremely important, and we appreciate you bringing this to our attention. Although we understand your frustration, we want you to know that your comments will be taken seriously as we work to improve accountability and communication with our providers. If there is anything further you would like us to look into regarding this booking, please feel free to let me know. I am here to help in any way I can. Kind regards, Thu Ha.

Dear Mr/Ms. Ali Shah, Thank you for taking the time to share your experience, and I am truly sorry for the inconvenience and stress caused during your arrival in Doha. I fully understand how unacceptable it was for you and your family — especially while traveling with a five-year-old after a long international flight — to be left without your scheduled transfer. According to the policy stated on our website, the driver should have waited up to 45 minutes. Leaving after only 30 minutes was not in compliance with our service standards, and I sincerely apologize for this failure. What happened does not reflect the level of reliability and care we aim to provide. Being left to find alternative transportation in an unfamiliar country is the exact situation our service is meant to prevent, and I am very sorry that we did not meet that responsibility. Please rest assured that we are addressing this matter directly with DD Transport to ensure this behavior does not happen again. Your feedback is extremely important, and we are taking it seriously to improve our service quality and provider accountability. If there is anything more you would like us to review regarding this booking, I am here and ready to assist. Warm regards, Thu Ha.

Dear Mr/Ms. RK Nair, Thank you for sharing your feedback, and I am truly sorry for the disappointing experience you had with the eSIM service. I completely understand how frustrating it must have been to purchase a 5-day plan and then be unable to use it at all, especially when timely support was needed. The delay in responding to your messages — including the explanation that our team does not operate on Sundays — fell far short of the level of service you should expect from us. This situation is unacceptable, and I sincerely apologize for the inconvenience and stress it caused during your trip. Please rest assured that your case has been escalated internally so we can address the communication gaps and ensure this does not happen again. Your feedback is extremely important for improving our service quality. If there is anything further you would like us to review or assist with, please let me know — I am here to help. Warm regards, Thu Ha.

Dear Roland Verstraete, Thank you for your feedback. We sincerely apologize for the inconvenience caused during your pickup experience. Our drivers are instructed to wait at the airport with a sign to ensure a smooth pickup process. We regret that this standard was not met in your case, and we understand how frustrating this must have been, especially with the lack of internet connection outside the airport. We are reviewing this incident to ensure such issues do not happen again in the future. Your feedback is invaluable to us as we strive to improve our service. Thank you for bringing this to our attention, and we hope to have the chance to serve you better in the future. Best regards, Logan

Dear Marinela Sumanjski, I would like to sincerely apologize for the unfortunate experience you had with our service. We are deeply sorry for the confusion at the airport, and we completely understand how frustrating it must have been to spend an hour trying to locate the driver, especially under such poor communication. We take full responsibility for the way the situation was handled, and we truly regret that the driver was not only difficult to communicate with but also unprofessional and rude. This is absolutely not the standard of service we aim to provide, particularly for our premium customers who deserve the highest level of care and attention. I am glad that our support team was able to assist you in resolving the issue, but I recognize this situation was still highly inconvenient for you. Rest assured, we will take this feedback seriously and investigate the matter to ensure such incidents do not occur again in the future. We sincerely value your business, and we are very sorry that your experience did not reflect the quality we strive to deliver. We understand your frustration, especially given the premium service you booked, and we are committed to improving our service to ensure that this type of situation never happens again. If there is anything we can do to further address your concerns or if you would like to discuss this matter further, please do not hesitate to contact us directly via email [email protected] . Once again, we offer our deepest apologies and hope to regain your trust in the future. Warm regards, Phuong.

Dear Martine Joulié, Thank you for sharing your experience with us. We sincerely apologize for the difficulty you had in locating the driver at the airport. We understand how frustrating it can be when things don’t go as planned, especially in an unfamiliar environment. It seems there was a misunderstanding regarding the pickup location, and we regret that the driver was waiting at the departure section instead of arrivals. While we’re glad that everything went smoothly on your return journey to the airport, we understand that the initial confusion was an inconvenience. We appreciate your patience and are taking your feedback seriously to prevent such issues in the future. Please be assured that we are working to improve communication and ensure clearer instructions for our passengers. Once again, we apologize for the inconvenience, and we hope to provide you with a better experience on your next trip. Warm regards, Phuong.

Dear Saad Khan, Thank you so much for your kind words and positive feedback! We’re delighted to hear that you found our communication clear and our service punctual. At TravelThru, we work hard to ensure our customers have a seamless and pleasant experience, and it’s truly rewarding to know we met your expectations. If there’s anything else we can assist you with, please don’t hesitate to reach out. We look forward to serving you again in the future! Warm regards, Phuong.

Dear Lawal Usman, Thank you so much for your kind words and positive feedback! We’re delighted to hear that you found our communication clear and our service punctual. At TravelThru, we work hard to ensure our customers have a seamless and pleasant experience, and it’s truly rewarding to know we met your expectations. If there’s anything else we can assist you with, please don’t hesitate to reach out. We look forward to serving you again in the future! Warm regards, Phuong.

Dear Mass Ramara, Thank you for sharing your feedback with us! We’re glad to hear that you had a good ride. We apologize if the driver’s early arrival caused any inconvenience, though we always aim to ensure that our services are timely and flexible to meet your needs. We appreciate your understanding, and we’re happy that your overall experience was positive. Should you have any other preferences or requests for future rides, please don’t hesitate to let us know! We look forward to serving you again soon. Warm regards, Phuong.

Dear Kris, We are truly sorry to hear about your disappointing and stressful experience with our service in the Philippines. Please accept our heartfelt apologies for the inconvenience and frustration you have endured. The behavior you described, including the driver requesting additional money, displaying unprofessional conduct, and having navigation issues, falls far below the standards we strive to uphold. This is unacceptable, and we deeply regret that this has happened to you. Your feedback is incredibly important to us, and we are committed to addressing this issue promptly and thoroughly. To help us resolve this matter, we kindly ask you to share more details by reaching out to us at [email protected]. This will enable us to take appropriate action to ensure such incidents do not happen again. Once again, we sincerely apologize for the distress caused and appreciate your patience as we work to make things right. We value your trust and hope to have the opportunity to serve you better in the future. Warm regards, Phuong.

Dear Mr/Mrs Gerrit de Jong, First of all, we would like to apologize for the issue. As mentioned in our previous email, we have not yet received a response from you. As you know we work according to the policies of all parties involved, which reflect our respect for our partners. This is why we kindly ask you to raise the case with the booking team so that we can resolve the matter more effectively. We are still working hard every day to provide the best services and protect our customers' interests. Your understanding and support are a great motivation for us. Kind regards, Phuong.

Dear Amy, I am deeply sorry to hear about the disappointing experience you had with our service. Your feedback is concerning, and I want to address each of the issues you raised. Firstly, I apologize for the delay and lack of communication from the driver. It is unacceptable that you had to wait longer than expected and that our driver did not respond appropriately. This is not the level of service we strive to provide. Additionally, I regret that the condition of the cab and the driver’s behavior fell short of your expectations. The issues with the driving, the cleanliness of the vehicle, and the driver’s use of a mobile phone while driving are all serious concerns. This behavior is not only unacceptable but also dangerous, and we will be taking immediate steps to address this with our team. We take pride in providing excellent service, and it is clear that we failed to deliver in this instance. Your feedback is invaluable in helping us improve, and I appreciate you bringing these issues to our attention. Please accept our sincere apologies once again, and let us know how we can rectify this situation for you. Sincerely, Phuong.

Dear Ian McCreath , I am truly sorry to hear about your recent experience at Faro Airport and the inconvenience you faced. I understand how frustrating it must have been to deal with the delay at passport control and then encounter difficulties with our driver, Christivao. Please accept my sincerest apologies for the lack of communication and the subsequent impact it had on your travel plans. This is not the level of service we aim to provide, and I assure you that we will be addressing this issue internally to prevent such occurrences in the future. We deeply regret the inconvenience and additional expense you incurred as a result. To make amends, I would like to offer you [a refund, a discount on future services, or any other form of compensation]. Please let me know how best we can resolve this matter to your satisfaction. Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future. Sincerely, Phuong.