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My partner and I traveled the states late 2019 and early 2020. Coming from Australia we stopped over at Hawaii on our way over to mainland and then returning. We therefore used VIP trans for 4x trips. Arrivals from the airport were fine. They found us okay, little late but no problems. Pick ups however, were terrible. Our first pick up they came 45 minutes late after a number of phone calls to the company at 5am in the morning. Very unprofessional and when you need to catch flights being 45minutes late to the airport is not ideal. We should have learnt from this and cancelled our prebooked transfers for later in our holiday. However we had already paid the amount in full and couldn’t get a refund. Our second pick up in late January was even worse. We waited over an hour outside our hotel for them to arrive. Another vip trans came in that time and said that we couldn’t ride on that one because ours was coming. So after over an hour our van came. However there was no seats for us. The car was full and all that was left was one seat that my partner and I were forced to share. We couldn’t even put a seatbelt on, we had to sit sideways as our suitcases had to sit in front of our seat because there was no room for them in the back. After the ride, our driver never even bothered to help us move our suitcases, even though they were trapping us in, so other passengers had to help us get out of the van. This is not the service we thought we had paid for, and I would never recommend to anyone it as it is very unsafe and they clearly do not care about the safety of their passengers.…
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Date of experience: January 2020
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Response from viptranshawaii, Guest Relations Manager at VIP Trans
Responded 14 Apr 2020
Aloha, thanks for your feedback. I sincerely apologize to you for what happened and for any inconvenience this may have caused. We take all complaints very seriously and we do our best to resolve any issue you have encountered with us. All our pre-booked reservation comes with 24 hours cancellation policy and we would have been glad to provide you with full refund if you contacted us. Can you email us directly to customer@viptrans.com and let us know more details about your experience, to investigate what happened and to take further steps to ensure this won't happen again in the future. Looking forward to hearing back from you. Mahalo,
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Service both directions was timely with very friendly employees. Since this was a van it was quick to get to the Royal Garden in Waikiki with minimal stops.
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Date of experience: March 2020
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Response from viptranshawaii, Guest Relations Manager at VIP Trans
Responded 19 Mar 2020
Mahalo for your thoughtful feedback! We're glad you had a great experience with us. See you soon!
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unfortunately, our flight was delayed over 3 hours and when it arrived at the terminal, there was no one at baggage claim from the shuttle service. We wandered around baggage claim and the terminal for a half hour looking for a shuttle sign, but found no visual directions to the shuttle service. We finally, not at all near where we landed, a nice shuttle service employee on a cart who gave us a ride to where there was a shuttle. I don'gt know the airport restrictions, but a sign inicating where the shuttle service could be found would have been helpful. Or a ap on the back of our ticket. We also asked a couple of airport employees, who gave us wrong information.…
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Date of experience: February 2020
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Response from viptranshawaii, Guest Relations Manager at VIP Trans
Responded 19 Mar 2020
Mahalo for your feedback. We'll be looking at your suggestions.
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All good, on time, good communication fair price. Very happy driver. Waikiki to airport was forty bucks ozzie.
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Response from viptranshawaii, Guest Relations Manager at VIP Trans
Responded 9 Mar 2020
Mahalo for your thoughtful feedback. I'm glad you had a great experience with us. Hope to see you soon!
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Good trip Good drive safe airport I will come back to the company next Waikiki stay Nothing to worry
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Date of experience: February 2020
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Response from viptranshawaii, Guest Relations Manager at VIP Trans
Responded 27 Feb 2020
Mahalo for your thoughtful feedback! We're glad you had a great experience with us. See you soon!
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