Horrible service. Never though I would be one to leave an unfavorable review but the extent of the poor service and lack of business ethics has compelled me to do so. Traveled with family including elderly mother so I paid a premium to make sure I could book private ride service. Travel to the airport was uneventful, but the return was poor and only got worse. When we connected with driver, he already had a passenger in the front seat. Not one to embarrass anyone, I mentioned to the driver in a nice way that I had paid for private service. The driver said he did not understand what private ride actually meant. I calmly explained that Delaware Express like most airport shuttle companies have private ride and shared ride and what it meant. He dropped off the other passenger first, 20 minutes further away than we live. I don't think it was driver's fault so I gave him a tip and he told me to make certain I phone the Delaware Express office to tell them what happened. I phoned on the Friday and explained the situation to the supervisor on duty. She promised me a phone call back later that day from the office manager. I never received a call. The following Monday I called back and they claimed the office manager emailed me. I checked, he did not. However, during this conversation I got an email from the person I was on the phone with and signed by the office manage. I noticed right away it was a boiler plate email they send to everyone that experiences this situation. It became obvious to me that this is a normal business for Delaware Express to give a shared ride even when a private ride is booked and paid for if they are short of drivers at that particular time. If they receive a complaint, they email this standard letter that reads they will refund the difference between private and shared ride, whilst ignoring and inconvenience they caused the customer. I wrote a letter to the business manager who apparently is a part time accountant for Delaware Express and also the owner Jerry Frenze. Neither had the courtesy to call or email me back. Will never use again. Poor business ethics.
BEWARE! I did not try the direct limo but the shared service. Ended up arriving in Philly at 2:30pm. Was originally told would get me to my destination by 3:30pm. I made a reservation at the destination for 4pm. We circled the airport, picking up more passengers.Each time the driver would try to leave, he got page to get another. We did not leave the airport until 3:45! I could have taken a taxi. Took the driver an hour to get me to my destination. Will never use again!
Been using the airport shuttle for three years. Don't know what is going on but has gotten worse each year. Feels like they don't care or just gave up.
The worst service ever. After waiting for more than an hour and a half, I was picked up in a van with 10 other people. I did not arrive home until 5 hours after my plane landed. The ride should be around 45 minutes. The response from customer service was that they were very busy, but would be happy to cancel my trip (and the manager would call me the following day). The phone call never came. It was the last ride I will ever take with them.
Delaware Express hortible horrible service. Don't use them. Piss poor custumer service. Very disappointed. #Boycott Delaware Expresz
Delaware Express is a US Travel Agency based in Newark, Delaware. Delaware Express is located at 2825 Ogletown Rd, Newark, DE 19713, USA.
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